The Brick
Reviews and Complaints

I normally don’t write negative reviews — almost all my reviews are positive. But after this experience, I felt I had no choice.

I purchased a Whirlpool Stove (Model: YWFES5030RZ) from The Brick’s online store, and it was delivered on Sunday, April 6, 2025. Once unboxed, we noticed the bottom drawer was misaligned and the oven door had an uneven gap — wider on the right side than the left. Clearly cosmetic defects.

I checked The Brick’s website and saw that product defects within the first year are covered by the manufacturer, so I tried calling Whirlpool. No response — it was Sunday. I also called The Brick store, but no one answered. The following day, I reached Whirlpool, and they scheduled a technician visit for Tuesday, April 8.

The technician arrived, tried for about 20 minutes, but couldn’t fix either issue. He admitted the drawer was flimsy and said he’d report his findings to Whirlpool. After he left, I contacted The Brick via online chat, sent photos, and was told to wait for the technician’s report before any action could be taken.

On April 9, I called Whirlpool to follow up. I was shocked to hear that the technician reported both issues as resolved. I explained that nothing had been fixed, but the rep insisted their notes were correct. I asked to speak to a supervisor, who agreed to send a second technician — but warned that if no issue was found, I’d be charged. Completely unacceptable.

The second technician came on Thursday, April 10, and immediately said, “This is how it’s designed — you bought a lower-end model.” I had no idea this was considered a “lower-end” product, but even so, I expect a new appliance to meet basic quality standards. He also took photos and told me to follow up with Whirlpool again.

By this point, I contacted The Brick store directly. After multiple calls, I reached someone who genuinely listened and assured me they’d try to help if Whirlpool didn’t resolve it.

On April 11, I called Whirlpool again. They confirmed the second technician’s report said “functioning as designed.” I reiterated that this wasn’t a functional issue — it was cosmetic. I even sent photos again, but the rep said she couldn’t see the problem and dismissed my concern, telling me “thousands of people have this model and don’t complain.” When I said The Brick needed a report from Whirlpool to proceed, she said they couldn’t provide one and that The Brick should speak with their Whirlpool rep. No ownership, no help.

Frustrated, I called The Brick again. This time I spoke to a different rep who told me they couldn’t do anything unless Whirlpool authorized it. I explained how I’ve been bounced between the two companies with no solution. His response: “Well, sir, it’s not 30 years ago.” That says it all. He kept quoting their policy to me!

I told him I would leave negative reviews and even contact CBC Go Public. He said, “That’s your prerogative.”

All I wanted was a properly functioning, cosmetically clean stove — or a replacement. I paid $1,461. I’m not asking for anything unreasonable.

My advice: Buy your appliances from a company that actually supports its customers. I should have bought from Costco. Instead, I got stuck with a flawed product and two companies pointing fingers at each other and me. Buyer beware.

About 4 years ago I bought a washer machine from Leon furniture with a 4 years extended warranty with king and state insurance. Then about January 2024 I had issues with my washer. I made a complaint on king and state warranty, then I never heard from them for about 4 months. I called them, the girls who answered said that they have technical issues with their system that’s why they don’t know if they answered to me or not! lol it’s strange, isn’t it?!
They scheduled an appointments with the technician, 1 time, 2nd time , 3rd time, 4th time and the 5th time. Every time they says needs to order a part. They replace all the parts of my machine, mostly then my machine still not working! Waaaouh ! How can happen this ?!
After all this harassment they decided to give me a credit of 400 ish . I said no the warranty state a replacement, they said be a I purchased a pro-ratted product! Then when I checked the booklet warranty and the receipt from Leon , I send an email to say that you are wrong I bought a non pro-rated product. Then they apologized and offered me a 849 dollars (the amount I bought it before taxes) and they asked me to call Leon to help me to purchase a new machine! Witch I did multiple time but Leon refuse to reduce the price of the machine that cost now with special price 1149 before taxes. The Leon ask me to call king and state insurance and this insurance ask me to call Leon, so going back and forth without any one’s help! And both of them ignoring me now. The king and state refuse even to pay the taxes. The booklet contract state that if 3 times without repair they order a replacement to the retailer! lol you kidding me! Not only they refuse to pay for taxes but also they gave 30 days expiration for the credit. It’s not mentioned this on the contract!

We purchased three counter height stools at the Crossroads Brick store in Toronto and were told by the salesperson we could return them if we were not satisfied. We picked them up 3 days after they were paid for, one was rattling around in the box, but I was assured by the shipping person it wouldn't be a problem as they come packaged 2 in a box and that one had been removed. When we got them home we opened the box with the single stool and were surprised to see all the nuts, washers and bolts strewn in the bottom of the box, the item was damaged. The leatherette was streaked and stained. We opened the other box to find the quality of the other tsub par. The upholstery was not pull tightly and was sagging, The staples holding the upholstery were quite a distance apart creating a gaping issue. This is when I contacted the store to let them know I wanted to return them for a refund as I wasn't happy with the quality. Dave, the store manager told me I could only have a store credit or a reorder and I should go online to see The Brick's Return Policy, I purchased the items in the store, not online, this was never brought to my attention at time of purchase by the salesperson, nor did I see it posted at the cash area, nor is it noted on my receipt. The policy is absolutely illogical, if you open the package, which you must do to view your product, you are no longer eligible for a refund. How is the consumer ever able to get a refund for a substandard product if they can't open the package. I would like The Brick to explain firstly why this illogical policy is not noted on the receipt or posted in your store and how can you be so deceptive to your customers. To resolve this issue I would like The Brick store credit I received reversed and my money refunded.

If there was an option to rate this as a Zero, it would be the ideal rating for my experience with the Brick. The poorest most unprofessional customer experience post delivery. While you have sales all over you at the store, as soon as you need service for the Extended Warranty with King and State and the Retail Store, you are going NO WHERE... We had so many issues with our Fridge and have gone for 10+ days without Fridge, and no reimbursement for the groceries. We had an issue in Nov 2023, and it took a BBB complain and few hours of talk time with the Brick HQ to get a loaner for few days while we waited for the repairs. We are now going through the same experience our Fridge is not working again, we returned home Saturday March 16th to find our groceries spoiled the fridge had stopped working while we were away for March Break. I emailed King and State/The Brick to report the incident as the offices were closed. Called back Monday and booked a service appointment Wed the 20th, and we don't have a date of repair YET.. so a week without a Fridge and seems to be OK with the Brick, as they don't deliver with the extended warranty accommodation for loaners etc. OR pay for damaged Groceries as outlined. We have yet to get a call back from the Brick even with the automated reply of we will get back to you within 2-3 days.. assuming Buss Days we are now 5 days and no response. Several calls -emails and Nothing.. .How does the BRICK get away with this business practice and so many customer complains everywhere?

I placed an online order for a kitchen sink in late November. Estimated delivery was 7 days. On day 6 when I hadn’t yet received an email that it had been shipped, I contacted the store. They said it should be arriving the next day. It didn’t, so I called the following day. The store said they had no information as it was through the manufacturer. They said all they could do was email them and wait for a reply. Finally I was given info to attempt to contact them myself. Speaking to someone in the Philippines, she also couldn't help me and said she would create a ticket and I’d have to wait another 48 hours. After a few days I contacted head office, they were finally able to tell me this item IS NOT IN STOCK! So this was after almost 2 weeks since ordering. They tried to offer me different styles of sinks but they wouldn’t have fit, and I didn’t like them anyway. Horrible customer service, wasted so much of my time. Eventually got my money back, but nothing extra for my trouble. I will not shop at the Brick again, and definitely advise not to order anything that is “online exclusive”.

I was treated so poorly, and most people didn’t know what they were doing or how to speak to the right people to find answers.

December 18, 2023 we went in Hunt Club Brick to purchase a couch and dining room set for our new home. The sales person, Harveen, was polite and professional. Making sure as seniors that we were comfortable with the experience. We were so happy with her that we even bought a mattress for a spare room, occasional chair and pillows and mattress covers. We felt it was a good deal. We took home the occasional chair and bedding. Arranged for the couch and dining room table to be delivered to our new home and the mattress to our current residence. We asked if they assembled the purchase and take away the garbage from the dinning room set and couch. She assured us of course and even wrote on the bill of sale to set up and bring garbage back. For the mattress she did the same thing and asked them to take the old mattress. She said she would email us the bill of sale, which she did but it was just electronic and had no pen writing on it.

We met the delivery truck at the new house. Two men brought the furniture in – not on a dolly or with stabilizing ropes attached to their bodies – dropping the furniture on the ground over and over because it was heavy. We then offered them food to have while setting up the furniture. They said they do not do that. Left and then put the garbage from the truck on the conjoined neighbour’s driveway. Proof with picture. Needless to say they missed out on the fifty dollars tip we had for them.

A few days later the delivery truck came back with the mattress to our current house. We had cleared the bed, older mattress at the front door and tip ready. They refused to take the old mattress and left the new mattress inside the front door. Tip again not given.

Called Harveen for the second time about the delivery and said she could not understand. They did the same thing to a senior moving into a condo with her appliances. No door put on the fridge she said. Said she would tell her manager.

So buyer beware. I think this is a scam. Get you to buy – give your poor delivery – but what can you do now that the furniture or whatever you buy now is in your home. One hundred and fifty dollars for delivery means delivery to the front door only.

Don’t bother to call the Brick. They have a customer service number but it does not work. Must send them a form from the internet. If you delve deeper into the web you will find in small print that they deliver and don’t set up or take away the garbage. How come the sales people do not know this?

Anyways they have missed out on selling us a washer, dryer, kitchen appliance and king size bed.

Mary Jane Burrows, Nepean

We purchased $20,000 of furniture 7 weeks ago. Still don't have everything! I asked our sales person James to have furniture assembled for us. HAHA my husband put most of it together. NOT HAPPY ABOUT THAT! I went to the store to speak with James and asked him what price I was getting on some items. He said I was getting a good price and walked away from me. During that visit, I caught up with him and he ended up walking away from me 3 times! I was so frustrated that I walked out. NO IDEA how to apply customer service! I have much more to share but space is running out. DONT BUY FROM HIM!

These people are horrible. Ordered a mattress from them (they charged a $150 delivery fee), and they refused to complete the order because their driver reported an "obstruction" – which was a momentary delay caused by a lane reduction on an adjoining street. When I called to complain, they told me they wouldn't deliver unless I could guarantee no delays (as if I control the local roads dept.). The only thing more remarkable than their stupidity is their arrogance. They're hopeless, dishonest, rude and stupid. How on Earth do these clowns stay in business.

I spent $10,000 on furniture a year and a half ago. $35,000 on furniture in the last 5 years. I bought the extended warranty and was guaranteed everything is covered under it. My $6000 sectional recliners broke on both sides, it’s now discontinued and they’re refusing to honour the warranty. They are making excuses and making up lies of why they’re not covering it

Hello,

On your website you outline special offers. One is "Save the tax when you buy 3 or more same brand Major Kitchen Appliances"
the other is:
"Buy 2 LG Built-in Cooking Appliances and save $300"

When I read the terms and conditions, neither state that they are mutually exclusive. In fact, they are both outlined in the same special offers text box, they aren't even separated.

I made sure that all three appliances that I bought were part of the "shop this promotion." I got the $300 dollar discount, but the taxes were still applied.

When I called the store they agreed that the exclusion was not specified - they weren't able to find any wording that said you could only have one but not the other. They offered to give me the better deal - save the tax - but I find that's unfair. Customers make decisions based on the policies that are clearly outlined. If you don't state exclusions, why should you apply them?

I could get better savings at Costco were I don't even have to buy the same brand name, but can mix and match.

I'd rather not have to take my business to costco and stay with the brick, but if you can't remedy the problem then I would like to cancel the order (it was placed a day or two ago and get a refund please.

purchased king size bed at Niagara Falls store, within short time rails broke beneath mattress, filled in required form for warranty and after several calls a man came to look, said it needed better boards ( this bed has many reviews with same issue), he said what he would do to repair, Just received call from the niagara falls store stating we have to take apart the bed, someone will deliver the same boards to replace and WE then have to fix it and put back together...We are seniors, and this is unacceptable. Why would they even think the "same" boards are going to be any different anyway...PLEASE is there anything we can do

I purchased a power recliner chair and couch in 2021 and included the five year warranty, In May of this year the chair no longer worked. Contacted the Brick Ottawa East where we made the purchase. Repair person came. Unable to fix problem, parts no longer available. Informed to look for a replacement. Found suitable replacement at the Brick Ottawa West store Mid Jul 24. When we explained about the replacement, the attitudes changes as they were not making a sale. Forward to beginning of September 24 the incorrect chair was delivered, Not power as we selected. After attempting to contact he store for over a week, I was told to send an email. I did this and after another week a store rep contacted by phone for further explanation. I was told the store manager would contact us. Mid December and I have heard nothing.

I have bought 2 fridges, stove, washer and dryer, dishwasher and microwave. all in the last 2 years. I bought dishwasher in Feb. 2024 and it already broke. I called for service and that took 2 weeks to get someone here. It was a known problem with board. The serviceman said 2-3 days for parts. it took 3 weeks and several calls just to get warranty approved now we have to wait for parts. This is stupid. I will never buy from The Brick again there warranty is a joke. I am going to tell everyone on social media how I was treated at The Brick. They do not apricate repeat customers

My new couch was delivered and set up. When the delivery people were done and ready to leave, one of them was texting on his phone and backed into a wooden shelving unit which crashed against my dining room table and then crashed to the floor. It cracked my dining room table and broke the shelving unit. He tried to put the shelving unit back together and jammed the wooden side in, splintering the wood. Plates and vases were broken with glass everywhere. I filled out the survey that The Brick immediately sent me asking for feedback and someone called me saying I would hear from someone in 48 hours. That was the last call I received - more than 2 weeks ago. I submitted photos immediately. I have since called the stores way too many times (spoke to Ashley and Sels). Each time being told I would hear from someone immediately. Nada. I then reached out to the Customer Experience team and spoke to Harris and Ophelia, both saying someone would reach me immediately. Nada. They say someone has tried to reach me - incorrect. I have an iPhone and there are no missed calls on my log. I believe someone tried calling me finally today but of course, now doesn't answer the phone. This is beyond ridiculous and the level of service is shameful. I don't know what my next steps are - go to the media or hire a lawyer.

*Subject: Complaint Regarding Faulty Design of Queen Bed**

Dear Customer Service Team,

I was asked to write a more detailed email to explain everything further. So, I am writing to express my concerns and dissatisfaction regarding a recent purchase of a Queen Bed from your store, After assembling and using the bed, I have encountered several issues related to its design and construction, which I believe are faults in the product itself.

Specifically, the bed frame appears to be unstable, with inadequate support, causing it to creak and shift with the slightest movement. Additionally, the slats or support structure under the mattress seem to be poorly designed, resulting in uneven weight distribution, which affects both comfort and durability. I think the major flies you can see from the pictures is on the steel frame. The legs are not placed correctly and easily succumbed to any weight. This design flaw is not something I anticipated when purchasing the bed, and it has greatly impacted my ability to use it as expected.

I kindly request that you address this issue, as it appears to be a defect in the product. Whether through repair, replacement, or refund, I hope to resolve this matter as soon as possible. I would appreciate your advice on the next steps and would be happy to provide any further details, including proof of purchase or photographs of the issues.

Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution.

Sincerely,

Shoab Khan
[protected]

Me and my wife where looking for three kitchen stools, we decided to go to the brick, to see what they have, we where trying stools with are salesman, my wife tryed one, and then asked me to try the same one the salesman held the stool I sat down, I am not a heavy person, the stool broke apart falling completely to the floor with me hitting the table with my head I instantly had a lump there on the side of my head, my wife screamed, then the salesman and my wife helped me up, the salesman asked me how I was I told him that I had a lump on the side of my head he ignored what I said and then he said he had other stools to show us we found stools we liked and said we would take them, at the checkout the manager asked how I was, itold her I had a lump on the side of my head and my neck and shoulder where sore, she took off back to her office ignoring me, ithink this was handled wrong paramedics should have been called to check me out, the next day I was black and blue iam on blood thinners from a heart attack acouple of months ago, ihad a head ache that lasted acouple of days the stool was put together by the brick empoyees, they also said they made a incedent report

Furniture purchased December 2023 with full warranty and received January 4,2024 in unsatisfactory condition. Contacted The Brick January 5, 2024, and a furniture repairman indicated it was a manufacturer issues and was unrepairable on January 30, 2024, that was sent out by The Brick.

Offered a second set February 14, 2024, after speaking directly with store manager, delivered April 3, 2024, in the same if not worse condition. Spoke with Manager within 24 hours of delivery and was told to wait the 72 hours again to see if the creases softened (stretched leather) then requesting a full refund for purchase including extend furniture warrant, rather was offered on April 3:

• $1100 In store credit to keep as is.

• Full value reselection to a different set with better pricing.

As a consumer we were never informed of The Brick returned policy verbally at the time of purchase or was it included in the paperwork at the time of purchase, in fact the salesperson completed a French invoice. I had to looked up The Brick return policy after 2 unsatisfactory furniture deliveries and disagree for The Brick refund policy does not stand for it was not the consumer who opened the packaging rather that of your own workers which makes it null and void.

Then on April 12, 2024, I received an email “We won't be able to offer you a full cash refund back to your card. In case you want to return them, the best we can do is an In-store Credit valid for 1 year with 20% restocking fees being deducted for the stuff delivered twice to you.” Now this is extremely opposite of what was offered April 3!

How is this the consumers issue, being offered an in-store credit to keep your sales up now having to pay a 20% restocking fee to which a 80 year old couple have to deliver is also unsatisfactory! This is not a way to keep consumers rather to deter them allowing them to share an irreputable story of The Brick!

We look forward to a positive outcome by receiving a full refund including warranty purchased to which the damaged furniture can be picked up at The Brick cost and you can then deal with the manufacturer who is the issue not the consumer!

I went to The brick for selecting the best mattress specially for my back. After an hour I did select one king mattress and it took the sales person 20 minutes to do the billing because of bad reception that was really funny. Anyway she told me it might take 15 days to get the mattress I agreed and it almost took a month to deliver I received it on Jan 20th and yesterday I did a setup and guess what it is wrong and defective mattress not even close which I had chosen.. the foam is already coming out from the edges. I called the sales people in the store they were not at all apologetic and not humble at all. I found the brick service and sales people very disappointing.

We ordered a new washer and dryer from the Brick in the fall, plus 4 new kitchen appliances for our new home (ordered early Sept 2023, delivered late Oct 2023). The problem with our order is the washer and dryer – it is not the model that we wanted and thought that we were getting.

We offered to visit the salesperson’s store directly to make our purchase, but the salesperson said that was not necessary - that we could do everything online and by email. However, that's when the problem occurred. We thought that we were getting the same washer / dryer set that we had seen earlier in a Brick store - but did not realize that there was more than one style. The online picture of the washer and dryer provided looked the same as the appliances we had seen in the store.

We believe that if the salesperson had taken more time with us and had us come to their store directly, this mistake would not have been made. The salesperson only seemed interested in selling us the additional warranty for all the appliances – not so concerned that we were getting the appliances we really wanted. We called to ask questions, but the salesperson was more interested in having us provide our Visa asap to purchase the warranty plan - we really had no time to review the final purchases that we were making. The whole experience felt rushed, unprofessional, overwhelming, and confusing.

This is what we received:

Electrolux Washer ELFW753T

Electrolux Dryer ELFE753T

But this is what we thought we had ordered:

Electrolux Washer ELFW7637CAT

Electrolux Dryer ELFE763CAT

In addition to the appliances not being the model we wanted, there were missing brackets for the washer and dryer pedestals. We called the Brick right away and the brackets were delivered a week later. But that delayed setting up the washer and dryer. The Brick delivery staff had put the dryer in the laundry room placed in such a way that we could not open the door to examine the inside. We could not install the washer and dryer onto the pedestals until one week later when the missing pedestal parts arrived from the Brick. Once we had the pedestals and moved and mounted the washer and dryer on them, we were able to see that we did not have the washer and dryer that we planned to purchase.

Once we discovered this issue, we contacted the salesperson right away, then the salesperson's supervisor, and eventually the store manager in early November 2023. We were not asking for a refund - and were willing to pay for the product difference, delivery, and setup. We got three different return / exchange policy stories from the three different individuals at that store. I tried again recently (early January) to reach out to that Brick store for resolution and I got still another different return / exchange policy story. We were not asking for a refund - and were willing to pay for the product difference, delivery, and setup. All four store representatives rejected our request. This issue remains unresolved.

We spent a lot of money at the Brick in the Fall of 2023, and we could have gone anywhere to make these purchases - but have made purchases from the Brick in the past without any issues.

The washer and dryer have not been used and the packaging is still inside both units. We would be pleased if the Brick would make arrangements for an exchange. Furthermore, upon request, we would be happy to provide the Brick with additional details regarding this issue.

The Brick’s says it is committed to providing an enjoyable shopping experience and a customer satisfaction guarantee. In this case, we neither enjoyed or were 100% satisfied with our washer and dryer purchases. We have been repeat Brick customer over the last 30+ years – but were very, very disappointed with our last purchase experience.

On Nov 29th I made a purchase of a dual recliner and a arm chair and automan from the Brick on Hunt Club in Ottawa. The recliner and arm chair were delivered but I did not receive the automan.

I let the driver know, I wrote on the delivery slip in multiple spots that I did not receive the automan. I also called in to speak with the department for deliveries to inform them. They said they would call me that evening or the next day. No call. On the Saturday I called the delivery number multiple times and the phone just rang with no answer. I then called the person that sold me the item to inform him. He said he would look into it and let me know. I made two trips in as I was not getting calls back to see what was happening with my automan. I let customer service know I was not happy.

Finally I received a call to say they investigated and it was lost and they could not find it.

The arm chair and automan were sold as a set and were on clearance. The clearance price for the arm chair was 389.00 and the automan was 100.00. I thought this was a great deal because it looked very expensive. Sure enough as I was completing the paperwork the sales clerk said the chair and automan were missed marked and the men were getting ready to raise the price.

He told them I had already purchased the set so the price stayed as marked. Great deal for me.

Strange that when it was time for delivery the automan did not come. it was "lost".

I have been trying to resolve this. I was told I could return the chair and get a r full refund or they could refund me the cost of the ottoman $100 plus $200 compensation.

I checked with another brick store and they said the chair normally cost 1279 the normal price and the automan's normal price is 749.

I other brick store I called to see if the automan was available in any other stores. They were very kind and helpful and they told me they do have the automan in Toronto, Hamilton, Kitchener and Missasauga and in Gatineau but none in the Ottawa area. I feel the Brick on Hunt Club in Ottawa should contact one of the stores that does have the automan and replace it at their expense as it was their error by loosing it. I will not be able to replace that automan for the price they are offering. That would be the best outcome for this issue.