The Brick

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.

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.

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.

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!

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

Warrenty program is terrible going on 2 months to fix dishwasher. Repair man came first time left came back with part 3 weeks later and noticed another issue now waiting 2 weeks and no response from kingandstate. Do I get these months of warrenty back? I would suggest people by from locL mom and pop store is available.

We have the warranty with King and State, nobody answers at the Brick and King and State are not working and contracted to transglobal service
We have had our fridge down since Feb 9th still waiting on parts. CSRs have hung up on me I have requested 2 times supervisor's no call back.. I even offered to order the parts myself seeing it has been 18 days since they have. I am sure amazon would get them. Multiple times they stated will call about parts but still hear nothing and was told they did not respond to the CSR post 2 days ago. This has been a nightmare, apparentely they use COVID as another reason why everything is shut down. It is going on 3 weeks our family has had no fridge no rental option we have been unable to get groceries and everything has soiled on our back deck at this point.

We purchased a dresser and chest during Covid, took awhile to arrive. When it finally did we received an email saying it was ready. This is where things started going downhill. I called and received no answer so I checked their pick up hours online and it said they were open until 9, so we got in the car and left to pick it up. While driving I tried to call again to let them know we were coming. Still no answer. So I called again to check hours via the phone directory and that just said check online which we had done and said 9pm so I figured they were just busy so not answering the phones. We arrived at 5:15 and there was a sign on the door stating they closed at 5. So we drove there for nothing and weren't able to even speak to anyone to tell us this. Anyways we finally picked up the next day and got the products home. First problem one is broken in multiple areas. Second these look absolutely nothing like they did online. They are so cheap and for the money we spent could have bought something way better for the money. We hated them. So I called and no answer, and then emailed them immediately after with pictures included. A week went by no answer. So I got on the online chat, guy apologizes tells me he can't do anything to call the store. So I called, finally got through. The guys tells me I will receive a call about the return. 3 days after I did get a call, unfortunately it went to voicemail and it says "your replacement dresser is ready for pick up" what!? So I call back no answer, I email again saying hey we actually don't want them and would like to return them. Another week or so goes by with no answer my husband calls and gets through after a long hold. The customer service lady tells him they might be able to return our order and to email them, he explains we have. A few times. To which we never got a reply, she tells him "oh I'm going to give you a different email and please forward the other one with the pictures" ok so we do that. Another week goes by with no answer. We even expressed a credit to buy just a different set of furniture would be at least acceptable. This quality is terrible. So after we waited the week or so with no reply my husband calls back and this person now says you're out of luck, you can get the replacement for the damaged one but thats it. No credit, no returns. She stated the info about returns is online, which when I looked didn't seem to state this or at least clearly. This furniture was never used still in the original packages. The boxes were opened and we could see quality and the damages and immediately tried to contact them. You couldn't pay me money to to shop there, this is the worst customer service I've ever received.

Brick Order Number 012014HDHMS

Who may concern.

I purchased a mattress from the Brick few weeks ago, I schedule the delivery jan 30.2021. The reason I choose this date was because we were getting the keys of our new home the exact same day, so we wanted to have our mattress delivery before we paint and do renovations.

The delivery team (his name in Kevin from the delivery team from Hamilton) came with someone else to do this delivery Saturday jan 30.2021. I noticed they were very rough with my mattress, they were punching the mattress, they were hitting the mattress with their knees, they were not very careful with the walls or the floors of our home, but since I knew I was going to paint, I didn't bother to ask them to be careful, I felt it was disappointing the way they were treating my mattress but I said to myself, since its plastic all over it, its ok!

My renovation when on for 2 weeks, so finally this Monday February 15.2021 we were able to come home, we were unpacking the mattress and we saw the plastic was ripped in few different parts, as well as the mattress, so I contacted customer service to advice then of this... they reschedule the exchange of mattress... For Thursday February 18.2021, so I called the store February 17.2021 (day prior of delivery) asking to please put a note on file for the delivery team to be mindful of my walls, since my home just got freshly painted and floors were freshly done, they told me yes, no problem! Everything is noted and all you need to do is mention to the team when they arrive that you just freshly painted and to be careful.

Today Kevin from the delivery team came to my house and I am not sure if he was having a rough day, but he didn't even say hello, the first thing he said when I open the door is : sing here, I asked what is that I will be singing, he replied: this is for you to say we are not responsible for damages, so I tried to explain myself about the fact that I just painted and all I need it was for them to be mindful, he said no! Imposible! He won't guarantee he won't damage my walls, so I said they told me to mentioned to you that I just painted and to be mindful of that he started giving me attitude and answering me in a rude manner, so I asked him to hold on until I can call the store, he didn't wait he left even though I asked him to give me 5 mins to speak to the store, while he was leaving he said to me, if you dont like the way I do my job then you better ask for delivery on sunday because I dont work sunday and he left.

I felt so disrespected in my own house in front of my family by this person, this is not acceptable by any way for someone to provide such a rude attitude and to be disrespectful to a customer.

All I wanted was to hear that he will be mindful of my walls, I understand sometimes it happens that it's difficult to get the mattress to small spaces, but all I was expecting as a customer was to feel that he will take care my walls and my house while he was doing this delivery but instead, he left and leave me talking to myself...

We paid for this delivery $100.00, is not a free service, plus this is a mattress that I paid $2600 for it... I would like to see that they were more intentional about taking care the product as well as my house.

I called spoked to a manager Karen at Hamilton location, very nice lady, she reschedules me for this coming Sunday February 21.2021, but as a customer I have a very sour taste with the Brick, this should not be acceptable, since the delivery team represents your company and the image of your company, as a customer I will definitely think twice before making another purchase with the brick.

We bought recently a sofa and bed from other providers and we didn't have this experience what so ever and the delivery was free and on top of that the team who made the deliveries were kind, understandable and treat my house with respect, that's all I was expecting as a customer with The Brick.

I would like to get acknowledgement back for this email.

I also emailed [protected]@thebrick.com without acknowledgement as yet.

I appreciate your time in this matter.

Milena Zuniga
phone # [protected]

My Samsung broke down and King and State sent a technician a month after. The technician said I will hear a response from either king and state or transglobal. Its been almost another month since I got a call from transglobal but were unsure why they were calling me. It should be King and state so I waited another week. I then called the Brick and they said to call customer service. Customer service didnt know what was going on with my dishwasher so they gave me a different number to call. King and state is now saying that it will take24 hours to get a pro rated credit to my account. It has been another week passed and still havent heard from anybody. This is crazy. Can someone tell me if I could take the bricks or king and state to court? I will NEVER buy anything from the bricks ever again. This is the worst customer service ever. The customer service from the bricks and king and state are the rudest people ever. I will make sure that people I know will know about this. I will tell my friends and family never to buy anything from the bricks and hopefully words get get around and eventually the bricks will close down and file bankruptcy. I will buy from a different company where king and state are part of the company. This is the worst.