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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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The Brick reviews & complaints 1339

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3:39 pm EST
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The Brick Kitchen Air Refrigerator

Its been over a month for a service call with Brick/King and state. The worst Customer Service response ever! No Call backs, Continually dropping calls.

My refrigerator has been down for a month. No follow ups, no updates. Every time I call its a long hold and then the standard we are waiting on parts and please wait and let me get you an update. Then the call drops. Perfect!

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2:26 pm EST
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The Brick A refund that was never given.

On oct. 4th I purchased a sofa and when it was delivered it would not fit in elevator. They took it back for a refund for me. On the 6th I ordered another on. It came no problem.. The refund has never come through. Your stores keep saying it was issued to my card and my bank is saying no such credit was received. Who am I to believe. I asked for a receipt of credit refund and when I got it the card numbers last 4 digits is wrong. Yous credited the wrong card obviously please sort this out or I will contact my lawyer tomorrow and of course the media and im sure you dont want bad reviews at least not anymore than you get now. This is not a very good way to practise business. Im really disappointed in this and will not ever deal with this company again and I have given you a lot of business and referrals but never again. This breaks the straw for sure.
Just make sure its fixed a s a p
susanne bessant
[protected]@yyahoo.com
[protected]

Desired outcome: ONLY ONE THAT IS GOING TO SHUT ME UP AND THATS A CREDIT FOR WHAT I NEVER RECEIVED BUT WAS CHARGED FOR.

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Update by Sue Besssnt
Nov 08, 2021 2:28 pm EST

Hopefully you can fix this. I will never shop at the Brick again

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11:09 am EDT
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The Brick Purchased and received a sectional sofa that was missing a part

I paid for a sectional sofa from The Brick in February 2021 and it was delivered in March 2021. It was missing the right wing piece. I immediately placed an order for it and was told it may take up to a month to receive the part. Every month I check in with The Brick for an update and they tell me to wait a month. It has been 8 months and the only communication I have with them is when I check in monthly. They now say it is out of their hands and is a manufacturer issue. I paid in full for the sectional and did not receive the entire sectional. I asked if I could have the part from their showroom sectional (it's the exact model) and was told that would be impossible as it is their display model. I have spoken with the manager and have not been offered a solution. The picture below shows the left wing attached and the missing right wing.

Desired outcome: To have a new sectional delivered intact or the right wing part delivered.

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2:15 pm EDT
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The Brick Washer/dryer

Placed an order for a washer and dryer. That was supposed to be delivered today after waiting 3 weeks... I called in to confirm delivery and they told me the products are not in stock and they won't be in till December sometime.

There was absolutely no phone call no update that they changed everything and there was a waiting period of an additional two months.. after. And when I called in to talk to someone they pretty much said that's the way it goes and could care less.

This is by far the worst customer service I have ever had from any company in my entire life, now I am sitting without a washer and dryer because the brick completely screwed us over.

Desired outcome: Free washer and dryer

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Mr. Helpful
Los Angeles, US
Nov 03, 2021 3:01 pm EDT

Product availability is terrible all over. That doesn't excuse poor communication.

By the way, by stating they "could care less" you're starting that, in fact, they do care.

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5:50 pm EDT
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The Brick Mattress protector

I went to the Brick to purchase a new mattress and box spring and they offered me a mattress protector with it I initially said no because I wanted a particular kind. However, they convenced me and I asked particularly for one that was waterproof, would protect from bed bugs and everything. One that zipped and covered all the mattress. The salesman said yes they had it fast forward to today everything was delivered and I started to zip the mattress protector I knew immediately it was not what I asked for. I called immediately and requested a refund or for them to change it they told me what I wanted did not exist and I zipped it open so I could not get a refund. I spoke to the store clerk and the manager who was very rude and putting words in my mouth and refused to refund my money. My box spring was also to be delivered but I did not get it because it couldn't get into my apartment so he also refuse to provide follow up on that because I asked for a refund. Worst experience I am having and it was my first purchase from them and will be my last.

Desired outcome: A refund

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8:44 am EDT
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The Brick Apollo gaming chair #048f - leg broke within 2 weeks of delivery after problems with not receiving enough bolts to put it together.

I purchased this chair (invoice #0919139LLjKB) on September 19, 2021. It was delivered on October 3, 2021. When trying to put it together I found that there were 4 bolts required to install the back of the chair missing. I went to the Brick Lasalle store a couple of days later to see about the bolts. They gave me 4 bolts that were the wrong size. I had to go to Reno Depot to pick up the 4 bolts and washers. This took me in all about 1 week. One week later, I was sitting in my new chair and ended up on the floor as one of the legs in the starfish base broke off. After going to the Lasalle store and receiving very little assistance I made an online claim on October 16, 2021 (Event ID 8671003) and have had no contact from anyone since then.
This is the worse customer service I have ever received!

Desired outcome: I want a new base for the chair I purchased in good faith!!!

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1:31 pm EDT
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The Brick Eden queen storage bed

I purchased an Eden Queen Storage Bed (SKU: EDENCQBD) in May 2021 but on September 24, 2021, the chaise detached from the bed during a routine shift of the bed as part of its normal use. My warranty claim was rejected by The Brick at 1960 Cyrville Rd in Ottawa, ON due to the technician stating that the mattress was too heavy for the bed and therefore placing the blame on the consumer. After reviewing the product page information, it is noted that the weight limit of the bed is 600lbs with durable construction and so it was our understanding that it would withstand movement from daily use.

When attempting to resolve the matter with the Manager of the Customer Care department at that location, I was met with indifference, rudeness, avoidance, and a complete disrespect of my partner and I. She did not attempt to explain the issue in a manner that would help us resolve anything and proceeded to insert her personal anecdotes to justify her actions. We are extremely disappointed in both the customer service at this location and the treatment we received after being sold a defective product.

Desired outcome: Refund or Replacement of the bed

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11:12 am EDT
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The Brick Delivery of paid in full washer/dryer

I ordered and paid over 2k for a washer/dryer set in May. Initial expected delivery way June. It is now October and still no washer.

They have stopped updating me and when I reached out to them they said anticipated date is beginning of November. When pressed they admitted this date may change as it gets closer. So basically they took our money 5 months ago and have yet to deliver the product.

Desired outcome: Washer

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5:10 pm EDT
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The Brick Couch piling after 2 weeks, denied warranty I paid for

I need to discuss my warranty claim filed less than 30 days after purchasing a couch and it's piling and looks old. Sales lady told me everything is covered, dog damage absolutely everything, no one said anything about things not covered. I was scammed and now I paid a lot of money for a couch that in less than 30 days is clearly defective. Store manager is very unhelpful, and unwilling to even send a technician or entertain any options to make this right.
I'm extremely unsatisfied with the brick and your customer service.

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11:31 am EDT
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The Brick Dishwasher

We bought a you whirlpool dishwasher from the brick and paid the at the time exorbitant extended warranty on it and she did take a few dollars off because it was a floor model a few minor scuffs on it. Within a year we started having problems with the display LEDs not showing up or being extremely dim and then the membrane keypad use to change the settings and turn it on will only work intermittently creating a lot of frustration. We got somebody from the to come out and look at it and he definitely said yeah that is not how it should work and left after about 15 minutes. It is now been approximately 4 months and we've not heard back from anybody at the company, King and State.

Currently I would not recommend buying from any company that uses King and State to do warranties on the products they sell.

Desired outcome: Fix display or replace unit

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1:22 pm EDT
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The Brick Fridge parts

I bought a fridge as is and a part was broken that is needed to seal the fridge so they ordered me a new part. I waited 3 weeks for the part and then was told I would have the part no later then October 19th and when I call on the 19th to check on my part I was told someone would call me back in a few min and I waited 3 hours and then called back. At that time I was told that there was a new manger at that location and that the manager that I was dealing with was now at the downtown location. I was told to call downtown in a very condescending tone of voice and I felt like the ppl at the outlet just wanted to get rid of me. Finally after 3 call to the outlet store I finally got the store manger to call me back. He was hostile and rude. telling me that its not his problem that I had been dealing with a different manger so he refused to help me. He said he would take the fridge back if I am unhappy waiting on the part, I told him very clearly that I did not want to take the fridge back but that I wanted a credit for the hassle I had been put through. I used to work at the brick here in fort mcmurray and after i quit I went in to have a job interview with that Manager and he told me that I am unhirable. Whos says that to someone in a job interview? I firmly believe that I am being treated unfairly by Ira the manger at the brick outlet because he does not like me for some reason. I want a credit not only for the fact that the part was not in when it was supposed to be and for the way that I have been treated by Ira at the outlet store.

Desired outcome: A credit refunded to me.

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12:09 pm EDT
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The Brick Dryer

I phoned on Wednesday October 13 to submit a claim to have someone come fix my dryer. On Monday October 18 I tried calling the 1-800 number as I was told someone would get a hold of me within 3 business days and they haven't yet only to have the call dropped after being on hold for 10 minutes 4 TIMES! I could have had someone out last week to fix it but I shouldn't have to pay for it when I've already paid for extended warranty. After this experience I will never purchase something from the Brick again and I will make sure everyone I know is aware of the experience I had.

Desired outcome: I want someone to come and fix my dryer pronto or I want my money back for the extended warranty which is turning out to be useless to me.

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Debbsmi
Pembroke, Ontario, CA
Nov 18, 2021 7:24 pm EST
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The same thing is happening to me and they have the nerve to say that I did not purchase the extra warranty when I am looking at the invoice with the warranty right there in black and white. There will be an angry visit to the store tomorrow!

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2:38 pm EDT
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The Brick Power recliner broke, unacceptable response

I bought an as-is floor model power recliner in September. By October, it got stuck in the full recline position in my living room. Tech guy came, said he needed to order 3 separate parts, 1 being the power pack because it was the wrong one! So someone at The Brick put that on, NOT the manufacturer. To boot, all the parts can take up to 3 months to get here. While my chair sits stretched out in my living room. I have talked with the store multiple times and basically they are saying the only recourse is to wait 72 days and if no parts come in, they will refund my money. No loaner chair, nothing. I have offered more than 1 solution to them that I'd be happy with, but nope. This is terrible customer service, ESPECIALLY when the whole problem was caused by someone at The Brick. I would not have bought it had I known that The Brick had substituted the wrong damn part.

Desired outcome: Immediate refund to put towards another chair at that location or another chair

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1:19 pm EDT
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The Brick Mattress delivery.

I purchased a mattress in May 2020 from the Brick. Since then I have been having back issues. I contacted the Brick who activated the warranty on the mattress. I was told that there is an issue with the mattress and they would exchange it.

I was told that it would be delivered on October 15th. I took the day off work for the delivery. At the very last minute my delivery was cancelled as they said they didn't have the proper paperwork.

I was then told it would be delivered October 16th. I again waited at home for the delivery. The delivery team turn up, picked up my mattress, and was about to drive off when I realized they weren't dropping off my replacement. Long story short, the Brick screwed up again and didn't put the replacement mattress on the truck, had I not seen them about to drive off, I wouldn't have a mattress to sleep on that night.

I was told that it would be delivered on October 17th. I again waited at home. They turned up again to pick up the faulty mattress but had no replacement on the truck.

For three days in a row I was screwed over by the Brick. Endure needless back pain because of the faulty mattress, wasted time staying home, wasted a vacation day to stay home on Friday to wait, amongst other inconvenience.

I have had no help, no escalation, no urgency to get me the mattress, and no empty from the Brick staff.

This is very unacceptable, stressful, a complete waste of time, inconvenience and pain.

Desired outcome: The delivery of the mattress, and a full refund for my wasted days, back pain and time off work.

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1:56 am EDT
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The Brick Couch and love seat.

We bought a reclining couch and love seat and a 3 year warranty to go with it.The recliner switch had to be replaced Waited 3 months to have it repaired .The switch is not working again and the Brick has told us they can no longer order the part and they cannot get another matching recliner for our set.We have been talking with the store manager about the warranty witch clearly says if they cannot repair or order a matching love seat to the set they have to replace the set wit another set of the same quality.All the brick wants to do is low ball us with cheaper sat and a third of the electrical components.Our set has electric moving head rest, USB ports, and is top of the line quality.The brick wants to give us a cheap reclining set.
All we want is what the warranty says a replacement of a product of the same quality and they won't.

Desired outcome: We want or replacement to have the same options as we had before.

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Luxman S
, US
Oct 17, 2021 2:05 pm EDT

I have had the same issue with the Brick Warranty. Horrible customer service.

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1:42 pm EDT
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The Brick Samsung refrigerator

I was supplied a defective Samsung refrigerator back on 23rd December 2017 by the Brick at Warden/Eglinton branch. As per sales consultant advice, I have bought the additional warranty on it. The sales consultant that time told me within 1st year I'll be secured with the manufacturer's warranty and after that I'll be secured by the additional warranty next 3 years.
1st week of January I've called the sales consultant and informed him that the water/ice unit not functioning and he advised me that I have to inform Samsung customer service for that. Entire 2018 I have contacted with the Samsung and they had sent 2 different technicians to fix the problem. But they couldn't. Both of them said the unit has manufacturing defects and not repairable. On the other hand, Samsung refused to replace my unit. As per the customer service then I have contacted with Insurance Company and a technician came as well and reported not possible to repair. Since then, I was keep trying to contact the store manager physically/over phone/email, unfortunately I couldn't able to contact with the store manager. The customer service people promised me every time that I'm going to get a call from the manager, but never happened.
In this circumstance now, I would like to talk with the CEO/President of the company.
My contact phone number 416.801.1671
My account phone number 905.424.7491
Regards
Kazi Islam
k.amirul.[protected]@gmail.com

Desired outcome: Replace the faulty unit and assurance of better customer service

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11:50 am EDT
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The Brick refrigerator

Hello,
I am copying you several emails that I sent king and state my emails are blocked by them as well as the fact that they are hanging up on me as soon as I call. I am reporting this matter to BBB to get a resolution to my problem you are truly selling your customer a fraud-based warranty company.

To whom it may concern,

Enclosed you will see a few email exchanges I had with one of your agents in regards to the credit I was due to get towards a replacement of my defective refrigerator. Due to the pandemic, Briks was not able to guarantee me the availability of the replacement fridge for over 6 months. I recently went to the store to retry and place the order but was told the credit had expired and was no longer on their system.

I have in my possession all of my correspondence with Brick or king and state, that has no mention that the credit expires after 90days... you will see in the above emails that no one cared to mention this very important condition.

Earlier today I family got to speak to a rep at your company (Richard) he confirmed that there is nothing he can do and I should contact customer service.

I am demanding you reactivate my credit toward a perchance of a defective fridge that was sold to me. Please do not hide behind the keyboard and sent me a decline email to my request. I will take it to the " Better business bureau" immediately if my well-earned and paid warranty credit will not be re-activated.

It is requested by law to advise your clients of any condition you impose on your terms. I have not one's made aware of such conditions.

Please due guide yourselves accordingly to avoid further actions on my part.

Best

Desired outcome: Get my owed credit from warranty so i can replace my defected refrigerator.

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12:17 pm EDT
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The Brick Denied service

I purchased a dresser, the front panel fell off, I have been trying to get warranty for months now, no helpful responses. Just promises that someone will reach out to me.

The salesman, JOHNATHAN D, told me with the warranty I purchased, EVERTYING WOULD BE COVERED. HE EVEN SAID I COULD SMASH THE DRESSER IN THE PARKING LOT AND IT WOULD BE COVERED.

I have tried 20 + times to get this addressed. Crickets.

Sales order 11270AERIDF

I may as well just throw the dresser at your store entrance.

Desired outcome: Warranty

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3:19 pm EDT
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The Brick Appliance delivery

I bought Fridge, Dishwasher and Gas range from Bricks from 565 W Hunt Club Rd, Nepean, ON K2G 5W5. on 22nd Oct 22nd 2020. Order Number : 1022034UQHQ. My new house closing was on 25th Aug 2021 and I have already set delivery date to be on 26th Aug. But I got an call from Brick delivery on 12th of Aug, that came to deliver all my appliance, I refused it as I have not scheduled delivery and also did not have place to store appliance. Dishwasher and Gas range was delivered late, but I do not have fridge still and they are telling it to deliver in December. Sales person and manager are not responding and cannot answer my question who scheduled my delivery date to be on 12th Aug. I don't want refund, I want my fridge asap or interim want fridge to use till I get original one

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7:49 pm EDT
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The Brick Chelsea Bedroom set king

My name is prabodh patel.
I ordered bedroom set in dec26 2020. it arrived on23rd jan. During assembly Came across one of the part is faulty. Request part reuqst jan last week but no response.
Same part order inquiry did 3 times afterwards but no reponse and now it almost end of the year. I have to wait so long and sleeping in a faulty bed. Order number is 122605CLXPU.
I dont need any more part and take bedroom set back and give my money.
This is ridiculous and pathetic service from Brick. Very much disappointed and never recommend to other.

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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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