The Brick
reviews and complaints

We have been going through King and State Insurance with is the owner Bick's extended warranty and over the course of 3 weeks we have had 2 service men in telling us that the compressor is broken. Now what! I don't have a fridge and it has been 3 weeks since Thanksgiving when it started to act up. We've lost lots of food gone to waste and now we eat out or order in and there's nowhere to store any items requiring refrigeration. To wait for a part is going to take to long and I suggest a new fridge be delivered. I need this call escalated. This is now an urgent need. King and State never answers the phone! Who do we turn to

Very very frustrated experience. I got the dishwasher (Frigidaire FCD2418S, including the installation service) from the brick on Oct 2nd, and the technical from the brick came to install it, but could not. After multiple calls, the brick sent the technician to repair on Oct 24th, but still the issue was not solved. Called the brick again, they refused to exchange, but said they are ordering parts, but do not have date when this issue can be fully solved. Can not believe the brand new dishwasher can not be installed, and can not believe the issue still not solved after one month, and I even do not have date when I can have a working dishwasher.

We ordered a wall microwave oven from the Brick on August 8th, 2022. It arrived at the store mid-September and we picked it up September 24th, within their 7 day policy. We are renovating our kitchen & as the cabinets were not installed when we picked up the microwave, we safely stored it indoors, still in the box. We recently took the microwave out of the box to install it, and noticed the door was dented on the right hand side. We contacted the store we ordered it from & they said any damage was to be reported to them within 48 hours, which we were not aware of and not informed of by them at time of pick up. We indicated to the store manager we were not aware of the 48 hour policy & she said “it is right on the box”….which it wasn’t, she then said, “it is on the paperwork from when you picked it up”…which it wasn’t, she then said it was “on their website”. If we had known any damage had to be reported within this time frame, we would have opened the box immediately after we brought it home to check for damage. I can’t say whether the damage occurred at the factory or at the store, but it most definitely was not caused by us. They advised us we would have to contact the manufacturer, which we have done & are still waiting on a response. We are not looking for an entirely new microwave, only the door that was damaged prior to us receiving it. This has been a very disappointing buying experience from the Brick.

We bought a queen mattress on Feb 2019 from your oakville branch and within 3 years it colapsed on the sides. We paid $1405 for a firm the mattress, and it was one of the high-end mattresses on the floor. We were told that the mattresses carry a warrantee but was told today in your store that Brick does not carry a warrantee. we are really upset - no mattress should only last for 3 years - the mattress have holes on the side. none of my husband or are overweight.

The item code of the mattress is BLC18LQB.

The invoice number is 01219H3FJXW.

I am contactable at [protected]@yahoo.com

Good Morning,
claim File # [protected]
claim File # [protected]
We have been trying to get this issue to be resolved since May 24 2022.
The faulty Kitchen aid 5 doors fridge was received on May 24 2022, and complain sent by phone and email same day to notify the issue to The Brick.
3 Issues with Refrigerator are as below:
1. left side all doors not align with body
2. noise from back side every 5 to 10 minutes
3. right side door dented - (replaced but not align)
However, after almost 6 technicians came for service after the complaint has been filed any of the problem with refrigerator has not been resolved.
Still no closer to an answer at all from anyone at the Brick as to whether we will get a new refrigerator as a replacement.
We would like an answer before the end of this week, October 16, as to what solution we are going to receive, if any.
I am very disappointed with the service and I would never recommend anyone to ever purchase anything from the Brick.
We have bought all the appliances including Stove, Washer, Dryer, Microwave oven, Refrigerator and Dishwasher from The Brick in a same invoice and we would like to return all of them and buy it from COSTCO where I can get satisfactory customer service if no action taken by The Brick.

I bought a recliner from the Brick on Oct. 12 and it was delivered on Oct.14. Once I got to try it out without being on a crowded floor model I realized that my shoulders and head didn't reach the back of the chair. In order for my that to happen I had to recline the chair way, way back but in that possition I couldn't do anything, not even watch TV. As an housebound senior I do a lot of sitting and watching TV. I talked to someone on line and explained I would like to exchange the chair for one that would fit better. I did not want a refund, just a chair that worked for me because this would be my last large purchase since I am on a pension. The person told me that he was sorry the chair didn't work out but that the BRICK does not do exchanges. I tried again to explain that the Brick would not lose any money in this. They kept saying NO, that is our Policy. So if phoned the store in Orangeville where I bought it thinking I would shop local instead of on Amazon. The lady was really nice and said she was sure they could help me out because I had just received the chair so she would get back to me in a half hour. When she did she said the manager said NO, that is our Policy on exchanges. I told her I didn't understand because I was not asking for my money back and I would probably have to buy something more expensive. She again said sorry, but NO, that is our Policy. It was like I was talking to robots who worked for the BRICK. The sad part is that on my invoice it says "Our Commitment is to you ... our customer." I think that means for while you are in the store buying something but then ends once you pay and leave the store because these people weren't even trying to help or understand. I am now out $1100.00 dollars which will take me a few months to pay off of my Visa and have a chair that is not compatible unless I want to put my TV on the ceiling. What is so wrong with taking back a brand new, couple of hours old chair to me being able to exchange it. Yes, I tried it in the store after a saleman showed me where the recliners were and then left saying "If you need any help, I am just over there" He couldn't even give me the courtesy of staying with me" he might have even mentioned the low back on the chair if he had stayed since I am 72, female, needed this chair for the pain in my back, hips and shoulders and now nothing about their recliners. I will never, ever go back to buying local, I will stick to Amazon which never gives you problem with a return or exchange, even most of their 3rd. party vendors are willing to help you and smile while doing it. The chair will sit it the corner or I may donate it to Good Will and spend the next couple of months paying off my Visa. It's a sad day when retailers are allowed to get away with this because they have nothing to lose. They have your money.!

Good evening,

We have been trying to get this resolved since May 2022. our Samsung double oven stopped working properly in May of this year and trouble ticket was submitted online in June or July. By the time parts came in was not fixed, (top of split oven stopped working properly after bottom was fixed) on August 11, 2022. So, the week of August 15 called repairman to let them know top was not working now and bottom was still having same problems even after the fix. repairman ordered more parts and original work ticket is still pending/open awaiting parts. Stove is still under warranty and on/around October 2 2022 my husband submitted a new support ticket through the Brick website, # 180976. Four more emails have been sent back and forth now between us and the Brick support under the same support number with no one really giving us an answer as to what is happening with our stove/oven?

I sent a new ticket in today, new support# 183281, first thing this morning.

Still no closer to an answer at all from anyone at the Brick as to whether we will get a new stove as a replacement or if someone is going to knit parts for our stove to have it fixed.

We would like an answer before the end of this week, October 14, as to what solution we are going to receive, if any.

I am very, very unhappy and I can guarantee you this will be the last time I ever, ever purchase anything from the Brick ever again.

Purchased a new washer and dryer and was told about the extended protection plan offered through king and state.

Told it was amazing great customer service.

My dryer has broken 5 times once under manufacture warranty. Repaired quickly.

Broken again several months later waited forever for an apt through king and state.

This is now the fourth time I have had to deal with kind and state. First call aug 4 technician was out aug 9 part ordered and delivered to my home. King and state have given me the run around for 3 weeks now. Then told to contact whirlpool directly because they were the reason for the delay.

I called whirlpool spoke to a lovely person and have an appointment booked. In less than 10 mins some king and state was unable to do in three weeks.

I was at the Brick Kanata to make purchase on Aug 24 for furniture in excess of $5,000 with a 28months payment plan. The Floor agent advised me to return on September 1 (because there would be a VIP sales) as I was planning to purchase additional items, so he could get further discount on all items purchased and also have a longer payment plan.

On September 1st, the floor rep mentioned he switched the payment plan from 28months to 48months, so we concluded on sales purchase, he even showed me that the previous administration fee of $155 has been adjusted to $195 for the 48months. The purchase was concluded thereafter, and I also made an instant payment of $645 for the difference between the financed items and balance on total purchase.

It's been over a month now, and my bill still has the 28months for all the purchase made! making my monthly bill double of my initial plan (as I was crystal clear on my comfortable monthly payment). I was told I should proceed to make the first month due Sept 26 at the 28months plan, that an adjustment would be made to reflect the 48months. I was at the store on October 2, both the store rep and store manager told me, it's not a Brick problem, that I should go speak the finance company. I was shocked to say the least!

Now, I'm stuck with a huge monthly payment despite been charged an adjusted administration fee for 48months! This is clear case of deception by the floor rep to have high sales at my expense.

I purchased a washer through the brink with the extended warranty (king and state). My washing machine all of a sudden had no power about a week and a half ago I called A service company for washing machines where he told me it would be cheaper to go through my warranty if I purchased extended. I contacted the brick and they told me I did it to send a picture and explain what happened to an email in which I heard nothing back from so I called back the brick and they told me I needed to email a different company Forward a week later I had not heard from them and neither had the brick. Finally someone spoke to me and said they would send someone out Monday and then called me and said Tuesday between 1030 and 12. The technician finally came almost at 1 o’clock where he then got upset with me asking why I didn’t dump the water out of the washing machine which mind you I couldn’t until the day before as it had been locked with my clothes in it and who said I should take apart the back to check on the fuse. I explain to him my situation and who told me and he’s still continue to be rude only to tell me that he’d be back in 2 to 3 weeks with a part. I find a month and very little communication completely unacceptable I have five children a single mother I’m almost at the point where I’m just going to buy a new washing machine and it definitely will not be from the brick

Hi,

I am Sanchi Sehgal. I was hired as a sales consultant at The Brick which is located at 2067 Sumas Way, I was hired at this store as a sales consultant a month ago. There were two more girls who were hired beside me. At that point, tent sale was going on and the store hired us three immediately. But once the tent sale was over within two weeks the sales manager at this store said due to some problem in our corporate structure we have to let you go. They didn't gave us any reason for why they said you have to leave the store. We three girls were being trained fully and I devoted all my efforts in learning the policies of the store. Two days before they said us to buy formals and I got the message from the sales manager of the store that your brick university is setup for the online training. And then they immediately said us to leave.

I am very stressed at this point. I want to know the reason why they said us to leave the store.

Thank you

Sanchi Sehgal

I've been purchasing with The Brick since July and have received multiple deliveries for my items so far.

For latest purchase, I have a horrible experience to share. I purchased items on 18th Sep. and delivery was scheduled for 23rd Sep.

On 23rd Sep. delivery guys came to pick up my mattress and boxes first. They didn't remove the shoes citing safety concerns and asked me to show them the mattress. When I showed them, they took a picture and went down without informing. I thought they went to take the other mattress. But they left without communicating. Later I received call from Delivery manager saying they said both mattress and boxes should be in plastic cover (I received only mattress plastic cover from Customer Care last time). There was no point arguing with them so I called customer service. The gentleman on the phone said that The Brick have no control over Delivery and I have to wait one day to reschedule the delivery. Bad experience doesn't stop here.

Later I received a call on 25th Sep. that another attempt will be made on 29th Sep. I was waiting for the delivery and was prepared to get same attitude from the delivery person's and wasn't hopeful if the guys are same. Luckily I received the other plastic covers from my sales person a day before and was ready for pick up. Now the guys came at around 11:45 am and they were same guys who didn't pick up the mattress last time. I still showed them the way, they came in without removing their shoes. Looking at the mattress, first they were about to pick it up but later said the mattress and boxes should not be on bed but to be placed on hallway. Now they called their manager and their manager told them to not pick up and leave. I made a video of all these things going on and I can share it publicly. They left saying that they are doing their job and their manager told them to move on to next delivery.

I called my sales person and told him what happened, he suggested to call customer service and said he'll talk to the manager.

Now after 5 min. the guys came back saying since I was being a nice person they came back to pick up and deliver the items. This time their attitude was better and spoke nicely to me and my wife. The items were finally delivered on 3rd attempt but this was the worst experience of delivery in my entire life. I don't feel safe by such people coming into my house and anything can happen.

I'll provide my opinion on different platforms too so that people are aware such things or even worse can happen with Brick delivery.

Hoping that this experience will be an eye opener for you guys and something will be done soon to avoid repeat in future. If the guys are coming back for another delivery, most probably I'll avoid purchasing from Brick owing to my experience of delivery.

I've emailed to the Customer Service of Brick on 29th Sep. and till now nobody even acknowledged the email. So you can think about how much they care about customer.

I am writing this complaint today to explain a problem I have with a sectionnel sofa purchased at the Brick at Galeries D'Anjou - east end on Montreal back in July 2022..After a few weeks that I received the sofa, I noticed some white powder begin to appear on the cushion of the sectionnel side of the sofa..I realized it was discoloration of the fabric...I immediately called the sales rep. to explain my problem.. He told me to file a claim with the store which I did

(See ID: [protected] for copies of the invoices and 5 pictures)

After several weeks of not getting any answers via email, I began to call the store.. After several phone calls finally found the customer service girl willing to help me and gave me a followup on my claim..She told me she found my claim make copies and will review it with the director of the store..Before the store closed, she indeed called me back to tell me the only thing they can do is give me a $ 84.00 compensation for the defective fabric on the sofa..I asked why not exchange it or replace just the defective cushion both were refused..I went to the store the next morning in complete disbelief to get my claim but swore never to enter another The Brick store ever again..What am I to do with this compensation buy a cover for my new sofa ! This is absolutely unacceptable...

Hoping to hear from you real soon with a much better solution...

Laura

Dissatisfied customer from Montreal

June 28 2022, I have received the delivery of my order purchased from Brick on June 25th 2022. While entering the premises the delivery guy pushed the 3 seater sofa so hard that my mirror closet broken.

And while going back I havent signed the consent delivered without damaged.

We file the complaint on damages same day and i was assured that it will be taken care in 48 hours.

I have called and chat thru brick website but my problem was not resloved.

Finally on on July 12 2022 i received the email that someone will be coming to fix that. (please see the attached screenshot). The guy came and took of the broken door and assured us that it will be taken care in about 3 weeks for the new door to get replaced.

Today its September 25th, more than 8 weeks but no one ever contacted me.The door havent be replaced.

Please understand I have kids and old people at home they might get hurt as for the other door the guy looses some screw which is still the same. Moreover i live in rental property its hard for me to answer my landlord when it will be fixed.

I hope some action to resolve the matter as soon as poosible.

Purchased an extended warranty for the washer from brick. The washer is not 2 yrs old and am told they will not repair it. The repair guy and king and state declare to replace it.

They are not considering inflation and say they will credit me for what I paid. They also tell me i have to buy a new warranty on the replacement washer. I asked to speak to the king and state reps supervisor as the lady was not listening to me and was rude. She hung up on me. I called back and could not get threw to talk to another rep. I bought the signature plus warranty and I feel the warranty should be transferable and the washer replaced with no additional cost to me. That is why we buy warranties. Same as house insurance. Any help dealing with this company would be appreciated with no out of pocket to self and have the warranty transferrable.

Thank you.

Cheryle.

In August 2022 I ordered three appliances online which were delivered through my local Salmon Arm brick store beginning of September. The dryer was so badly dented when it arrived to my house that the drum wouldn’t even spin without hitting the inside wall. The support staff managed to order me another but it took another week and a half to get it. I asked the manager for some show of good faith towards our $80 of laundromat fees like 10% off our next order but I was met with complete disregard by Tanya, who called herself the manager. She said there was nothing they could do and in fact they were doing me some kind of favor replacing the machine for us! Then her delivery people went on to leave their clipboard with all the day’s delivery waivers /signatures, names, adresses, and phone numbers…. Never shopping there again

I purchased a mattress set and then had to go and do a reselect due to a defect in the mattress. I ended up choosing a different mattress which cost less. I was told i would have the difference as a store credit. $330 i went to use my credit and they say that they dont have it corporate to them to delete all credits. Simcoe and london branch both said i would have the credit, to now be told by simcoe branch i no lomger have it. This is ridiculious. I want my money back. Worst service i have ever had. Will never purchase at the brick again.

I placed an order for the Eden counter height stools on May 17 , 2022. I was told that the chairs would arrive Aug 8. The delivery was delayed till September 17 then October 3. Today I called and was told the order is delayed again till October 18. I was very upset with this because we do not have chairs to sit on. I asked to speak to the manager and the woman on the phone who supposedly was a manager named SANDRA at the Laval Store was very dry with her responses. She saw I was upset however kept saying that this is the way it is. I asked her if she can call the Head office or somewhere else so that I can figure out what to do. Do I refund the chairs and purchase them elsewhere? If I buy somewhere else then what? How long now? She was not helpful at all and my patience was running out. She did not try to understand my situation nor tell me she would try to find out more about the situation. Normally managers try to resolve a situation however she did not care. I am very upset and disappointed with the service I received. No customer service etiquette. Absolute Garbage. The brick is no longer a place I want to shop at. This person who claims to be a manager was clearly not trying to be helpful or accommodating. She simply did not care.I am hoping that she will be contacted by management and spoken to about her role as a manager. Fire her!useless to yiur store. You will loose lots of money with her. Does not care about the company.

I went with husband to purchase home appliances, end of August 2022 at Marche Central in Montreal. We purchased: stove, fridge, washer, dryer, dish washer. All Samsung, almost 7k. The agent told us many false and misleading information: 1. that we can pay the taxes next month, without any consequences; 2. that we can receive the items separately, as soon as they have them in stock; 3. that he has more than 15 years or experience with Brick and that he works for us and with us to make sure we get our products as soon as possible.

First of all, we specifically told him we need them asap as we move and we don't have any appliances.

We spent hours to choose the products.

Everything was fine up until he close the deal and he sold the products. After that, ZERO.

1. If you don't pay the taxes, the products are not reserved we found out later. This information was vital for our situation, especially that we had the funds. This made our delivery to be VERY LATE (to the current day we did not receive our stove).

2. He convinced us to purchase the installation for washer and dryer in order to have a one year guarantee. They had the washer from the start but didn't deliver it because the installation cannot be done separately. Lie number 2.

3. The agent ONLY WORKS FOR HIMSELF and ZERO CARE for the customers. Zero service. They get their commission and that's it.

I have made complaints, the manager called and was very cold and blunt like it was out fault. Again, zero care for customers, zero service.

The customer care services - zero again. They sent me emails that an area manager will call me. It has been almost 2 weeks since that email. Again, zero care zero service for customers.

I WOULD NEVER RECCOMEND BRICK.

Sept 20, 2022, we received deliveries of Fridge, Dish Washer and Dresser with mirror. They supposed to pick out old fridge because that’s one of our deal with the sales agent. I already relocated the fridge in our front porch and ready for pick up. The delivery driver told us that it was not included in their invoice. We called

The Red Deer brick outlet and the delivery agent told me that the pick up for old fridge was not included in the invoice. We called the sales agent and she told us that she forgot to included in our invoice. Now, no one helped us to remove the fridge in our porch.

This sales department is only good for sales not in SERVICE! It’s very disappointing.