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2.3 1339 Reviews

The Brick Complaints Summary

419 Resolved
915 Unresolved
Our verdict: Engaging with The Brick, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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5:22 pm EDT
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The Brick Kobe sofa & loveseat (blue)

As a retired senior citizen, I visited The Brick on January 25th, 2021, to purchase the Kobe sofa, loveseat and chair in the color blue. After some negotiating, we agreed on a price, $6, 440.35. Initially, the salesperson was quoting me 7 grand. I refused, knowing that price was too ridiculously expensive. My complaint, the seating cushion area on right side of sofa is sunken in compared to the left which is firm. The same issue as with the loveseat. February 17, 2021 assessment +inspection by Carl * he agreed it was sunken in (soft and lopsided) but he made the report documenting it was from "normal wear and tear". This is false. I can understand if it was a 300 lb person sitting there but I'm no more than 152lbs. If we had the furniture for 6- one year maybe wear and tear but we are talking about a short period of 3 weeks and less. The Brick called today Monday, April 12th, 2021. Saying they will not be accommodating or honouring our paid warranty of $569.99, and will only offer us a different selection of furniture. I refuse to do a re-selection based on my negative experience with them. I am unhappy as a consumer. I am requesting my 6, 440.35 returned to me immediately. That is a lot of money my retirement money to be spent on defective furniture not caused by me the consumer. The condition of these furniture pieces do not match the money I paid for them. I want quality furniture not this lopsided sunken squishy seating, I am requesting a full refund, thank you. Pictures attached *

Desired outcome: Full refund

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Update by Sylvia mckay
Apr 13, 2021 12:32 pm EDT

Good morning, This is the day the Lord has made;
We will rejoice and be glad in it. (psalm 118:24)
I appreciate the prompt response and I’ll happily get in touch via e-mail . Hopefully, reach an amicable satisfactory agreement in resolving this matter. Praise God~

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DW Good
Winnipeg, CA
Feb 04, 2022 5:48 pm EST
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I am sorry about your experience but know you are not alone. I have been a loyal customer for many years, never made a claim on anything (bought all the furniture in my house from the brick).
I think the Brick got too comfortable filing their pockets with money from honest, hardworking people with no repercussions.

I only wish I had stopped and spent a few minutes researching the company before making my purchases.

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4:24 pm EDT
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The Brick Useless kings and state warranty

I bought a fridge from the brick in Cornwall ONT. Canada. The delivery date was Sept 19th 2017, the salesman sold me the kings and state warranty for extended coverage of 4 years.
Well my fridge quit, the Freon somewhere let go and I lost almost $250 in food between the fridge and freezer (because of the chemical taste in all my food)
Thats just a start.
This fridge isn't even 4 yrs old. Its like 3.5 yrs old. I called kings and state warranty to have them cover the warranty that was sold to me by the brick, Cornwall ONT., they first gave me the phone number of an appliance repair company that apparently rejected the request because they don't deal with the brick and kings and state warranty. I called kings and state back, and the woman on the phone, claims, oh, I didn't know, so does her search and claims no other appliance repair company is in my area (so my question was, and that's my problem how?. I bought your warranty for an extra 179.99 plus tax. She then tells me, well we will pro-rate it. And give u an in store credit of, get this a whopping $393.00 plus tax (the cost of the fridge was $698)... Now don't forget I paid them $179.99 plus tax for their useless warranty. And now I am out my warranty money, ($206.99), have an extra large paper weight now sitting in my kitchen. No fridge, no food/freezer food from said garbage fridge and garbage warranty.

So I called back the brick, told them about the repair guy at one place and they are like well I don't know why they had you call them, this is who we deal with. So back on the phone I go and called the one they recommend, even that place refuses to deal with kings and state because they can never get them to honor their warranty, can't get a hold of them, because the company won't respond to their emails, etc.

I go into the brick Cornwall ONT, and basically wasted my time and energy.
Oh, and guess what... At the time I bought my fridge, that's the only warranty they sold, because the manager, said well we also sell the better warranty, and I told him when I bought it that was the only warranty the salesman mentioned, the manager says well I wasn't there to say yes or no as to what his salesman told me, so in a sense calling me a liar (in a round about way) without actually saying it.
I'm so mad/disappointed/disgusted u name it. I dropped cash money of a $1009 to buy this fridge, with the cost of the fridge/extended warranty/taxes/delivery. Nice to see company that are in my city, standing by the warranty company they sell. I'm fed up, of us little guys being f'd over, I want something done. Stay he*l away kings and state warranty and furthermore stay away from the brick Cornwall ONT Canada. Because it was their choice to sell this warranty company, they should be replacing the fridge. Because I bought "the so call piece of mind" extended warranty.
I need help please, I don't have the money to throw away again

Desired outcome: kings and state warranty company can send me a check of $393 plus tax $451.95. so i can try to replace what i now dont have

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4:18 pm EDT
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The Brick installations

Last October I had a dishwasher installed, the installers damaged my hardwood floor, they admit it. Quick Contractors could not find anyone to fix it, I did, got an estimate for them with me supplying the wood as it had to match or it would have been VERY expensive. They have finally come back to me after I did all of the work with a "depreciated amount". I also need a plumber to take the dishwasher out again and put it back, I don't know how.
They came into my home, damaged it, tried to hide it, tried to send some men that did not know how to repair it and did more damage.
I was so fair with them, got 3 estimates as they couldn't or didn't, said that I would supply the wood but I need a plumber. They stopped answering my calls after polite responses with not solution and then they ignore me. I have about a $1800.00 claim they need to fix, but they ghost me. I have 2 claim #'s. 1164621 and 6919531. Nancy Nowakowski and Alexandra Wendell both ignore me, Tyler Davies has tried to help to no avail.
I buy from the Brick as does my Family. I really need you to help me.
This is the short story, there are photo's and a long trail of emails.
Please help me.
Avon Tougas
[protected]

Desired outcome: Fix my hardwood floor

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11:28 pm EDT
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The Brick No refunds terrible warranty policies

I bought an adjustable bed with mattress, I couldnt sleep so painful and uncomfortable, I exchanged for a regular mattress they said it would be fine they wouldnt let me exchange the adjustable frame. I tried another mattress it was sloping on both ends it wasnt comfortable. They wouldnt let me return it. I was never once told by the sales person it was non refundable or exchangable Then I had to email someone about measurements waited weeks, she said no exchange even on mattress but the store did exchange mattress but not the base I wanted a regular box spring The bed felt food with box spring but never the same with the base. I havent been happy with my $4000 bed from the start! Then sales person talked me into the very bad warranty policy extra money and they wouldnt cover anything when I lost my JOB! They didnt cover to repair my leather couch the customer service was terrible with them and it took forever to cancel it! SO i wasted more money there! I ended up with a credit because the new mattress was less. But then they lost my credit they had made 2 accounts for me! Finally a manager found it. Then this week I ordered a shelving unit to use my credit of which 2 people there told me i had $130 to spend. They charged me accordingly then they call me to tell me i owe another 25 but they cant explain why except they made an error. They still want me to pay more but it was their mistake. This is the worst customer service I have received anywhere! They dont care about the happiness of the customer they just want your money!

Desired outcome: exchange of adjustable bed money back not just credit

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11:45 pm EDT
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The Brick deliver date

I would like to find someone who cares about an extremely unhappy customer's complaint.

On January 23, 2021:
I paid the entire cost of home appliances for $ 9, 200, after communicating electronically with your sales staff in Mississauga. We have agreed on the basis of strict adherence to the delivery dates, and the salesperson there, Nazia, assured me that we have plenty of time and the delivery will definitely be as per my deadline of March 25, 2021. This was my only condition before transferring the money. Worth noting, that the sales employee was very committed she was calling me continuously until the payment is made!

On March 1, 2021:
One of your warehouse staff, called and informed me that all items are in stock and will be delivered on time, except for freezer! I informed him of my understanding, knowing that we have been assured by your sales representative, Nazia, that all items will be available on time! Anyhow, I informed the warehouse staff that we will not stop at this item and we are ready to receive the rest of the items as provided.

On March 8, 2021:
The salesperson, Nazia, called me and informed that the freezer won't be there neither the fridge! I was upset about that, and asked her to raise the matter to her supervisor to find a solution. I suggested to provide me with a temporarily refrigerator, regardless of the size or condition, as we cannot live without a refrigerator.
She assured me that she would speak to the manager. For two days I tried to contact her, and she was answering me via text messages that the manager is working on a solution.

On March 10, 2021:
After two days of waiting, a new person introduced himself as the general manager, Nap, called me and offered either to wait or buy other items. (Later discovered that his name is Navid and he is the sales manager)

Of course I was upset, because after two days of waiting, he ignored my suggestion about the replacement refrigerator, and offered me the problem as a solution, as waiting is my problem and he asks me to wait, or to choose other items, simple as this! Finally, I agreed with him to select an alternative, but he said this will not be possible at this day, and I have to wait until next day after 12:00, by which the salesperson, Nazia, will call me an provide the alternatives.

On March 11, 2021:
Up to 4 pm no one called! Accordingly, I called the customer service, Shamata, and asked to cancel the order in response to the lack of communication by the Brick employees.
After 1 one hour, I called again, and told them to modify my order instead of cancelling. But Shamata told me that it is already canceled and I have to make the order again. Which we made and concluded to order 4 items only, those are available.

On March 12, 2021:
The new order issued, provided that the delivery date will be March 25th.

On March 24, 2021:
I called the Customer Service, Shamata, and informed her that I would like to deliver the items in the afternoon of March 25th, or reschedule for the next day, as probably won't receive my new home key early. She informed me that this was not possible, and therefore I asked her to keep the situation as it is.

On March 25, 2021:
At half past nine, the delivery staff called and informed that he is in the way to deliver the dryer and the washing machine. I told him that I do not have the key and he can come after twelve in the afternoon. He told me he is committed to a work schedule. At 12 I called him 10 times, no reply.

I contacted via the direct chat service, who told me that I could not reschedule until 5 pm, also called the salesperson, Nazia, who told me the same thin.

At five o'clock on the same day, I called the customer service, who assured me that the washer and dryer are in Ottawa, and that the earliest delivery date is March 30th. I informed him of my agreement to that.

Today, March 26, 2021:
I got a call from the customer service center, who told me that the washing machine is not in stock and it is likely to arrive in the second week of April!

I told her that there is something wrong, and to double check, as I reschedule the delivery to March 30th, and it has been assured to me that both items are in Ottawa and will be delivered on March 30th. She asked me to wait, to check or find someone to help me in this regard. After waiting more than two minutes, the connection was cut off automatically. So I called back more than 5 times, finally it was answered. I asked to speak from someone in this regard. I was transferred to Shamata, and we had the following conversation:

Rasem: I remind you of myself, I had spoken to you two weeks ago, and I was upset, but the matter was settled, provided that the two items available and will be delivered on March 25, but unfortunately I missed the deliver time, and rescheduled for 30 march.

Shamata: yes but the washing machine is not available now, expected to arrive on 7 April.

Rasem: there is something wrong, because when I rescheduled, the customer services staff confirmed to that both items are available in Ottawa and will be delivered on March 30.

Shamata: You have changed you mind from 18, to 22, 25, and I assisted you.

Rasem: this is totally not right, you have no idea what are talking about, I do not know from where you got 18 or 22?

Shamata: do not yelled at me?

Rasem: I am not yelling, you are pushing me to do so! I need an explanation, I need to speak to someone can help.

Shamata: you can speak to the sales manager, Navid.

Rasem: Can I know who is in charge of the sales center?
Shamata: Mrs. Kidston?
Rasem, can I talk to her?
Shamata: Moment ... Are you not present for the next two days?
Rasem: Can I have her e-mail?
Shamata: You can talk to the sales manager, Nap.
Rasem: I want to talk to the store manager, not Nap.
Shamata: The email address is: [protected]@thebrick.com.. Switched the line off!

After briefly describing this history, I did not get any kind of sympathy or minimum cooperation, and I felt that I was dealing with a lobby that speaks one language, and does not take into account any consideration of the extent of my discomfort? I did expressing my dissatisfaction as a result of the actions of your employees, starting with the sales officer, Nazia, who was not sincere in her obligations towards the delivery date from the beginning, and without her promising I would not have entered this cycle, passing by the sales manager who does not have any solution, rather he does not want to find a solution, proposed me to cancel the entire deal instead of finding a workable solution, and finally with the customer service, who was keen to provoke me instead of absorbing my anger, and on more than one occasion she was keen to point fingers at me that I yelling to her, while I reacted to her irresponsible attitude and her evasion from taking responsibility as an employee and not in her personal capacity.

In short, I have suffered and am still suffering psychologically, financially, as well as time wise as a result of the behavior of the Brick employee, and I have not found someone I can talk to in a way that reflects respect for the workplace or customers' commitment. I regret as a newcomer to Canada that this is my experience, but I will make sure to come across it again I will also work on getting what I think is the right compensation for me.

Rasem Naser, [protected]

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8:45 pm EDT
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The Brick Samsung Dishwasher and customer service

Re: Samsung Dishwasher
Model : DW80N3030US
Store : [protected]
Store manger: Cithy
Store address : 20 Ashtonbee Rd, Scarborough, on M1L4R5
Purchase date: March 21st, 2021

Good Day,

I have been a loyal customer of the Brick since the purchase of my house in 2013. All my appliances and pieces of furniture have been purchased over the years with complete satisfaction. I have been very greatful for the Brick offering an additional discount to first responders and make the Brick the first place I look for a product when it's needed.
Unfortunately I am very disappointed with the service I have received from latest purchase on March 21st, 2021.
I attended the store, in immediate need of a replacement for my broken dishwasher. I was absolutely thrilled to find a floor model that I was able to take home that same day. I was assured by the sales clerk that there was no operational issues and only had a few scratches.

The purchase was made, taken home and connected by a professional.
Since the very first cycle there has nothing but issues . After the 5th cycle I contacted Samsung hoping to get assistance that would resolve the issue.
After sometime troubleshooting, they indicated that it sounded like the issue was the PBA, ( power board assembly).
A service technician is scheduled to attend the house .

I immediately called the Brick, advising that I was sold a defective product. I was confident that they would take responsibility and allow the return o4 exchange for a working product. After a day of speaking with 3 different customer service reps from the Brick, I was told they would not return or exchange the product. I was to contact Samsung it was there responsibility.

They indicated I had only 48 hrs to notify them about any issues. It was a strict store policy that they had to abide to, DESPITE being sold a defective product! I am perplexed how quickly they decided there was nothing they would do even after acknowledging it could be defective.

I would not be nearly as upset or disappointed if this product was purchased in working condition and over time an issue developed, but it makes me sick to my stomach I have beek sold a defective product. And now have to hope it can be repaired. A NEW purchase should not have to be repaired after 5 days, or 5 attempts of washes.

I am hoping The Brick stands behind their products and integrity of selling working products to customers . And if there is an issue, in such a short time frame of purchase they would fo the right thing and offer an exchange or refund.

What I would like is a working dishwasher. Price is not an issue, so I am willing to spend more if required to get a reliable product from the Brick.

Regards
Brenda Dolenc

Desired outcome: I would like to be able to return this product and purchase a different brand of a dishwasher that the brick has to offer. I just would like a reliable dishwasher. And I no longer have confidence in this samsung model.

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11:15 pm EDT
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The Brick Service

I ordered a sofa on Dec. 2020 and was told to wait for the delivery on the second or third week of Feb. By the end week of Feb, there was still no call from the bricks or manufacturer company so we decided to call the bricks. They said that it wasn't started or done yet (not really sure what happen) and it will take few more months for it to be done and delivered. So they offered us to look for a new sofa. We decided to take a new sofa and they told us to wait till the end week of March. Today, we decided to call and ask for the update but was told that it will take another month again. Since January, we have been paying for the interest fee of the first sofa that we're supposed to buy so we asked if the bricks could help us to stop or pause the payment. However, they told us that they can't. We understand that the interest fee is not the company's policy but should've they help us at least? In addition, should they called/inform us about the delay days before the delivery date? We just felt neglected and pissed. It felt like we've been scammed and paying for nothing!

Desired outcome: Refund or stop the interest fee

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1:38 pm EDT
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The Brick whirlpool washer wtw5000dw1

it took 7 days for the repair to show up, to tell me that the wash plate was in need of replacement and that the part was on back order...I have found the part at a parts place...why do I have to but and replace it myself when I already paid for it! King and State 1-866 is a 1 hour + hold and their chat option is unavailable. Who wants to go to a laundromat in the middle of Covid!

Desired outcome: I want to wash my clothes!

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Update by eldoubleu
Apr 08, 2021 11:59 am EDT

According the brick, since the washer is on extended warranty, King and State make the decision and arrangements. Maybe Vi Konkle can help me do my family's laundry down by the river! 

Update by eldoubleu
Apr 08, 2021 11:57 am EDT

Now the tech thinks the washer needs to be replaced but I need to wait for authorization to be given...and then I will probably have to wait for delivery at the store so I can pick it up!

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7:47 am EDT
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The Brick Dishwasher

It took them 6 weeks to fix the water starting issue after more than 15 emails with the Brick and more than 20 call with the Brick customer services and store. The brick staff have nothing to do except that we have to wait for King and state to respond. The store refused even to discuss the replacement option. After they fixed the water spraying, now the dishwasher does not dry at all! Now I have to run after King and State and The brick for another 6 weeks.

Never buy an appliance from the Brick.

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1:25 am EDT

The Brick The worst guarantee ever

Bought a samsung fridge and dishwasher less than 3 years ago, both broke down, for the fridge the technician came after 8 days, imaging, 8 days, two kids, no fridge! After all he came and fixed, my huge complaint is about my dishwasher, this is the forth time the technician comes, don't forget that for each visit I had to wait three, four weeks, apparently he fixes but I don't know why when I start it gives me the same error and have to start calling kings & state where rarely answer again and again! Honestly this is the worst exprience I had with guarantee and also with samsung! Will never do business with brick nor samsung!

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2:46 pm EDT

The Brick King and State- warranty company

I don't understand how King and State can just decide to close their offices due to the pandemic and not have an alternative solution in place for contacting them. I have submitted numerous claims online for my dishwasher (only 1 year old) and no one can reach them. I even called The Brick and they can't even reach their own warranty company. Why is the Brick not taking more active action on this matter? I was told they get numerous complaints about King & State, so why have they not done anything about it?

Date of incident: 03/19/2021
Invoice number: 1129933EJFG
Description of incident: Door to dishwasher won't close properly. No way to contact warranty company.
Dishwasher details: Samsung - DW80N3030US/AA
Desired resolution: Send someone to fix my dishwasher because it is 1 year old and i paid $600 for a warranty.

Desired outcome: Fix the dishwasher immediately

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4:42 pm EDT

The Brick Deceiving lead times

Every furniture shop in Calgary was 16+ Weeks delivery for sectionals, so we were delighted when we were informed by our Brick sales guy that the sectional we liked (and which was on sales) was only 8 weeks delivery. Well after waiting 8 weeks then following up with the Brick to see when our sectional would be delivered, low and behold we were told it wouldn't be delivering for another 2 months. 8 weeks + 2 months = ~16 weeks. Seems to me like the Brick is purposely understating lead times in an effort to deceive a secure order from their competition. This is a poor business practice and is not fair to all the honest retailers out there. I, for one, will not be duped again by the Brick.

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Alicia000
Calgary, CA
Mar 25, 2021 11:55 pm EDT

Calgary here... I started a warranty claim in December 2019 for a leather sofa and love seat. Many issues later, they replaced a piece that wasn't even the issue to begin with. Low and behold it's all falling apart now. After months of run around I finally get a credit, less 40% to apply for a new selection. October 3, 2020 (Yes, nearly a year later) I select a leather sectional, pay another $1, 000 on top of my credit for the damaged one's. Told it will be 6 weeks. Mid November, called them... something happened with the order so now it's coming mid December. I call December, told it won't be until February 23rd, 2021 now. End of February I call again, told it's shipped and coming mid March. Mid March I get a call that it will be end of March. Called today... Only half of the sectional is in, now the other half won't be in until the 3rd week of April. I'm offered to consider some in stock replacements, none are sectionals. It's been 1.5 years of this, 7 months waiting on this replacement sectional. Good luck to you as well.

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2:15 pm EDT

The Brick Delivery dates keep changing

I bought a couch and ottoman dec 26 2020 the delivery date was feb 13 2021.
I then got a phone call saying the couch would be delivered bye the end of feb.
I then got another phone call saying it was coming beginning of march.
Then i got another phone call saying it was coming the end of march.
Now today i got a email saying it is not coming till middle or end of april.
Why do you advertise a sale then make up a bunch of excuses saying the manufacture can not supply.
I want a full refund! Or u send me a similar couch for the same price, i need a couch and i am not paying anything extra for all this in convivence and headaches.

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8:28 pm EDT

The Brick poor customer service

I purchased a washing machine online from The Brick - it should be noted that the only reason I even chose to do business through The Brick was because they had the fastest delivery time. The day of the delivery (Sunday), during the delivery hours, they call to say they dont actually have the washing machine in stock and delayed the delivery until the following weekend (Saturday). The day before THAT delivery, they call again, saying the delivery has yet again been delayed by 4 days. I called and complained about this and the manager I spoke to told me they would return the delivery fee and promised that the washing machine would be delivered by that latest date(Wednesday). He also told me he would call me back to confirm. He never called back. The day of the delivery, they showed up late, with no phone call to even say they would be late, refused to take my old washing machine and refused to install the new one. The Bricks website clearly states that they do a "one for one" service. Meaning, if you buy a new washing machine from them, they will take the old onw. Also, on their website it also states they will install, & level washing machines, provided you buy the new hose (from The Brick) which I did. The delivery people even called the store manager asking if they could take the old one and install the new one and they were told NO. They left, with the washing machine. That same day I spoke to a female manager, who had no clue of their policies or what the website said. When I asked to speak to her manager, she told me he was busy and his shift was ending soon and that I could call him the next day. I called back the next day, asked to speak to him, he was again "busy". The female manager I was speaking to, told me she was going to "look into the issue" to see what could be done. When she called me back, she said that they had made a mistake, that the delivery team should have taken my old washing machine, but that they dont do installations. I told her that their website says differently and all she could tell me was their installation team is basically a third party and I would have to contact them to find out when they could come and install the machine and that there was an installation fee I would have to pay. I told her that unless I got my delivery fee returned to me (as promised by the other manager I had spoke to earlier), the old machine picked up and the new machine installed, I wanted a full refund. She told me she would talk to her manager and someone would call me back. My husband was so mad at this point that he called, spoke to her and her literally told her to pull up their website so they could "read together" what it states about delivery & installation. After their conversation, she spoke with someone else, called my husband back, and said they would go to my house the next day, take the old one and install the new one. By this point I decided I did not want the Brick to have my money and said no, just process the return. So, my husband told her this and she said that someone would call me back with the return details. GUESS WHAT? No one called me back. The next day, I called again, spoke to the male manager, who took my credit card information over the phone and said he was going to process the return right away and email me the return confirmation. This was a Friday, I received nothing that day or the next and I had to call again Sunday to find out what the status was. I checked my account online and it showed nothing about a return, and when I called the female manager I was speaking to said she was going to "have to look into it" because it showed that there had been "issues" with my order and there was a note about a delivery and installation and asked me if I wanted them to go and install the machine. I couldnt even believe that she asked me that. I told her that I had already requested a return, had given my credit card information out already to process the return and that I wanted my money. She then informed me that because this was an online purchase, she couldn't process the return over the phone. Funny how the other manager I spoke to on the Friday didn't mention that. So then she said she was going to call him and find out. When my husband heard all this he called the male manager on his cell phone, and this manager actually pretended like he couldnt recall the issue - which makes me wonder...HOW MANY ORDERS DID THE BRICK MESS UP IN REGARDS TO A WASHING MACHINE IN THE LAST WEEK? The male manager said he was going to call the store and tell them to process my return. The female manager calls me back, says they can do it, tells me she's going to transfer me to their customer service department and then I get disconnected. I call the store back, she doesn't know what happened, asks me for my credit card information, says she processed the return, I asked for a copy to be emailed to me, she puts me on hold and I wait for over 5 minutes and no one came back. So I hang up, call again, and once again she doesn't know what happened, asks me for my email address and sends me a copy of the return.

I have never had such horrible customer service before in my life. I tried to stay calm and reasonable throughout this whole process, but the fact that I had to call so many times, and my husband had to call twice before anything was actually done is so insane. I do not understand how this business can run this way. I have had bad experiences with The Brick before and I swore then I would never be a returning customer and then I went and purchased from them again and here we are now.

This whole matter should have been taken care of the day the washing machine was delivered to my house. If the people in charge actually knew a thing or two about good business this never would have happened. When the delivery people called the store to find out if they were supposed to install the new machine and take the old one, the manager should have done his/her due diligence to make sure the information they gave the delivery people was accurate. Then when I called about it, it should have been dealt with at that point. I shouldn't have had to wait for phone calls back, and I shouldn't have had to call The Brick as many times as I did to get an answer.

I will be telling everyone I know about this experience.

Shame on all of you.

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The Brick Warranty Service for Stove / Booking an appointment

This company is terrible. We purchased the extended warranty through the Brick, and finally in the last year of the extended warranty, the stove has an issue with a burner. No issue there, stuff happens, but trying to even book an appointment with this company, has been a nightmare in itself. Not only does it take days for them to respond to each email, but when I originally booked an appointment, I gave them literally ALL the details. Original order number, serial number, mode number, purchase date, warranty number etc. I gave them a week and a half time frame I was available, and they literally came back with the day I was going back to work and unavailable, almost as if purposely choosing this date. Tried to rebook for an evening or weekend, to find out the don't do evenings or weekends, ok fine. So on Feb 12, I booked an appointment for March 15th, 2021. They confirmed the appointment that day, and that was that. I get a call March 14th, 4pm, from the service tech asking me what the issue with the burner was, and if I could text him the model number off the stove, so they can order the part and book an appointment with me once they have it hand. Are you serious?!?! I waited 31 days to get a call to gather info, that I already supplied to them a month ago. I booked a day off in advance and made other arrangements in advance just to have to cancel everything?!? What a waste of time, this company is a joke. My warranty expires August, from the complaints I'm reading on the website, I'm getting a feeling I won't have this done in time before it expires. A complete joke. Last time I will ever get extended service with this joke of a company. I can't believe the Brick and Leon's, as reputable as they are, use these clowns.

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12:35 pm EST
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The Brick Product, customer service, management.

I bought a bedframe that broke two days after buying it. I called the brick and they wouldn't do anything, now the bed is completely broken. Your west end store told me they would help gave me 70% and I paid more for the new bedframe, the delivery guys left the new bedframe blocking my stair case so I can't go up or down. Great for a fire escape. I am so completely disgusted with how I've been treated. I know I will let social media know, let the news studios know what you guys are doing.

Desired outcome: I want my money,my time, and your staff handled on how to handle situations

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The Brick lg washer and dryer

Invoice Number 071981PGWUU

Have a Lg washer is not working, phoned into the Brick were I purchased my washer and dryer and extended warranty from. Was told to go online to Kings and State, that's who will be taking care of my extended warranty. Went through the whole online service finally go to chat with a worker online, give me a appointment for 13 days later for someone to come out and see my washer. Don't quite understand how a person is to live without a washer and dryer for that long, the reason was given that we are living in a pandemic and the office is closed and that's all they can do. He did say that I will be placed on a cancellation list. What am I supposed to do, can't go to a laundry mat because of Covid. Did phone the Brick they said they have nothing to do with it they can't do anything. Funny because when I went in to buy the Appliances they were more than happy to sell me the extended warranty and did say that they have one of the best extended warranties on the market, and now they can't do anything to help me. So sad can't find good customer service anymore nobody can care less about their customers! If Kings and State can't help me sooner, I would prefer my whole cost of the extended warranty returned and I will find someone else to fix my appliances!

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The Brick Extended Warranty

I bought a Samsung washer from a Brick store at 5800 Mclaughlin Rd, Mississauga. Ontario on May 04, 2016. At the the intense persuasion of the store manager I took a four year extended warranty, which is valid until May 04, 2021. The sale order/Invoice is attached.
My washer is not working properly - water is leaking into the washer and overflowing even when power is shutoff to the machine. I contacted King and State 3 days ago online (no agent is available to contact even though Mississauga is now Grey Zone?). Some one from this company was to contact me in 72 hrs, but this has not happened. This is frustrating. I find this to be utterly unprofessional and unethical . I need you to take whatever action is required to resolve this immediately. Thank you

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4:08 pm EST

The Brick Broken sofa / poor consumer support

I'd like to request a full refund for a sofa that is broken.
I purchased a sofa at the Brick Store located at 444 Yonge Street in March 2020. The sofa's backrest broke (does not stay in upright position and remains down as shown in the photo) in November 2020, when I called the Brick's customer service and reported the issue. They sent a person to take pictures and evaluate the incident. I was then told that the sofa could be repaired and they would call me again to schedule the repair. Weeks later I called to enquire again and was told they were waiting for parts scheduled to arrive in February 2021. They never called me back and we are now in March so I contacted them again and was told the parts have not arrived yet. I think it is unacceptable to make me wait further, as I have been without any sofa for more than 3 months now amid a pandemic. I'd like to request a full refund for the item immediately, so I can purchase another sofa elsewhere.

Desired outcome: Full refund for the item

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The Brick Mattress bought at the Brick on ST. James

I bought a mattress from the brick on St James in Winnipeg. I went to another city as I was having trouble getting a bed here to fit my needs. Salesman Joe Gergulich would not leave us alone and eventually I was settling on two mattresses. Joe seemed more eager to speak to my boyfriend on his thought on the bed not mine, even though it's just for me. Convinced my to buy their terrible mattress protector and said I could exchange mattress if it did not fit my needs. This mattress is terrible feels like it was used before I used it. I have emailed a few times with followed up with no response from the salesman who gave me his card and said to contact him. Joe Gergulich. Do not buy anything from the brick. It is a scam. I will never ever shop there again. I will be posting my grievances all over my social media pages, websites and everyone I can tell in my small city... Most who travel to city for furniture, etc.

Desired outcome: I demand the new bed I was advised I could have when purchasing the mattress protector. Salesman kept saying if it doesnt work we can find you a new one and pay the difference.

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The Brick In-depth Review

Overall Rating: The Brick is a top-notch retailer that consistently delivers exceptional products and services. I highly recommend them for all your home furnishing needs.

Product Selection: The Brick offers an extensive range of products, catering to every style and budget. Whether you're looking for furniture, appliances, or electronics, you'll find everything you need under one roof.

Pricing: The Brick provides competitive pricing, ensuring that you get the best value for your money. They frequently offer promotions and discounts, making it even more affordable to furnish your home.

Customer Service: The customer service at The Brick is outstanding. The staff is knowledgeable, friendly, and always ready to assist you. They go above and beyond to ensure your satisfaction, making the shopping experience enjoyable.

Delivery and Shipping: The Brick offers efficient and reliable delivery services. They provide timely updates on the status of your order and deliver it right to your doorstep. Their shipping rates are reasonable, and they take great care in handling your purchases.

Website Usability: The Brick's website is user-friendly and easy to navigate. It's well-organized, allowing you to find products quickly. The search function is efficient, and the checkout process is seamless.

Return Policy: The Brick has a flexible return policy, ensuring customer satisfaction. If you're not completely happy with your purchase, they offer hassle-free returns and exchanges. Their commitment to customer service is evident in their fair and transparent return policy.

Quality of Products: The Brick offers high-quality products that are built to last. They partner with reputable brands, ensuring that you receive durable and reliable items. The attention to detail and craftsmanship is evident in every product they sell.

Store Experience: The Brick provides a pleasant and enjoyable in-store experience. The stores are well-maintained, and the layout is designed for easy browsing. The staff is attentive and helpful, making your visit a memorable one.

Loyalty Program: The Brick's loyalty program is a great way to earn rewards and exclusive benefits. By becoming a member, you can enjoy special discounts, early access to sales, and personalized offers. It's a fantastic way to save money while shopping at The Brick.

Social Responsibility: The Brick is committed to social responsibility and giving back to the community. They actively participate in charitable initiatives and support local organizations. By choosing to shop at The Brick, you're supporting a company that cares about making a positive impact.

Competitor Comparison: When compared to their competitors, The Brick stands out for their exceptional product selection, competitive pricing, and outstanding customer service. They consistently outperform their rivals in terms of quality and overall shopping experience.

Pros and Cons:

  • Pros: Extensive product selection, competitive pricing, exceptional customer service, reliable delivery, user-friendly website, flexible return policy, high-quality products, pleasant in-store experience, rewarding loyalty program, commitment to social responsibility.
  • Cons: None that I can think of. The Brick truly excels in all aspects of their business.

Summary and Recommendation: The Brick is an exceptional retailer that offers a wide range of high-quality products at competitive prices. Their outstanding customer service, reliable delivery, and user-friendly website make shopping a breeze. With a flexible return policy and a rewarding loyalty program, The Brick goes above and beyond to ensure customer satisfaction. I highly recommend The Brick for all your home furnishing needs.

How to file a complaint about The Brick?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photos. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, make sure to regularly check back on ComplaintsBoard.com for any responses or updates. You may receive feedback from The Brick or from other users who have had similar experiences.

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