The Brick
reviews and complaints

I ordered 7 appliances from RioCan Durham Center in Ajax, Ontario on Jan 21, 2023. It was with delivery and pick up of old appliances. We hired a plumber to assist with disconnecting our washer due to issues with old pipes. All appliances were ready for pick up on Jan 29, 2023 yet their Delivery Services just wanted to deliver the new products and not pick up the old appliances that was previously arranged. As such, cancelling the order as I cannot trust a company that does not do what they say they will do.

Attempted to do into the store to cancel and was told they cannot even do the cancellation and I have to wait for 1 day. The inconvenience to prepare for pick up - refrigerator contents removed, stove, washer and dryer disconnected - and not have my new products is very upsettting. This experience has left me sour whereby I will never buy from The Brick as I cannot trust what they say they will do and for the laziness of their Delivery Services who was not willing to take my old appliances despite the arrangements.

We waited few months to receive this sectional. The sectional we received arrived with a tear in the back.

I emailed the brick with pictures of the damage. I called them multiple times and each time the responded they said that they acknowledge the fact the I received a damaged product. In every call they said that they will fix it and a management team member will contact me soon. No one from management was available to take my call. My first email and first call placed on October 5, 2022. My last email was today January 27, 2023. No response to date. I have to mention that We are long time customers of the brick and we got most of our furniture from their London Ontario store

I made a purchase of a sofa along with an extended warranty from The Brick in April, 2021. The upholstery on the sofa proved to be of poor quality and began to peel within the first year of use. In June 2022, I contacted The Brick to report the issue and an inspector was sent out to take pictures. I was informed that someone from The Brick would be in touch with me regarding the next steps. Despite multiple attempts to contact the Kanata branch, I was unable to reach anyone and eventually visited the branch in person. I was informed that the upholstery had been ordered and that I would be contacted in August to schedule a technician appointment to fix the issue. However, I did not receive any communication in August. After multiple follow-up attempts, I was told in December that a cash settlement would be offered if I did not receive communication within the first week of January. When I did not hear back, I reached out to the Kanata branch again and was told that the cash settlement will be issued after I email pictures of the sofa. However, communication from the Brick ceased thereafter and I was later informed by the Kanata branch client representative that my claim had been closed by the insurance company with no further explanation provided. Upon inquiring for more information, I was advised to contact the insurance company directly. Today, I visited the branch and upon speaking with the supervisor, I was informed that my claim had been closed as it had been over 6 months and the most that could be offered was a cash settlement for 30% of the paid value or 35% store credit. I requested to speak with a manager who informed me that the decision was final and there was nothing that could be done. Overall, the extended warranty ended up being a scam and I was left extremely disappointed with the poor customer service and lack of resolution.

My mother was shopping at the brick for a dehumidifier she is 84 years old. The salesman sold her an Air-conditioner and told her it was also a dehumidifier, when she went to return it she was was told it was a floor model and gave her the missing pieces and said they couldn't help her. THEY LIED TO AN ELDERLY WOMAN AND SOLD HER AN AIR CONDITIONER IN JANUARY!

I bought a sofa with an extended warranty from "the Brick", The sofa got some damaged after some time. I have requested the repair warranty on July 2022 the technician came for an inspection in a couple of weeks and took some pictures to order the parts. Since then it has been more than six months, and there are no updates for the actual repair. I called a couple of times for the update and every time the same excuse from brick "We are waiting for the parts to come from a third-party supplier". I am wondering if the brick can provide the warranty then why promise and take people's money?

We purchased an LG Washer and Dryer from The Brick in Barrie on Sunday, January 15, 2023. Our delivery was made on Tuesday, January 17th. The delivery team damaged our dryer in our driveway and had to replace it. The replacement dryer was to be delivered between 12 and 3 on January 19th. I took the day off of work to be home, they didn't show up until 3:30 with no call to say they'd be late. The delivery team had no notes from the previous delivery and were not going to do the install as they were unsure if the vent was new. The delivery guy then proceeded to argue and was extremely rude. Tried to tell me I was lucky to even get a delivery and said I had 30 days to decide if I was satisfied with the machines. I called The Brick Barrie, ON around 7 p.m. and spoke with a manager about the delivery team and my experience.

She told me she had to email the fleet department to get their side of the story and a manager would call me back the next day. I then tried to do a load of laundry as I now had both machines and the washing machine didn't work. The door would not close properly or lock. I then called the store again and told them I wanted a full refund and they could pick up both machines. I was told this isn't their policy, they only replace the machine with the exact same one. I asked about the 30 day guarantee and she said that's only if the items are still in the original packaging and have not been installed. How is anyone supposed to know if the item works to their satisfaction if you don't actually use it. Left with no option, I had the exact same washer delivered today January 22nd. The delivery team was appalling, they didn't put on the booties over their outdoor shoes so wore wet dirty boots all over my tile floors and carpet and to boot the washer is scratched in 3 places as the delivery team didn't use the straps. So now I've had 3 deliveries, no apology and the only thing they offered was $150 credit or a $200 in store credit. I will never shop at The Brick again after this.

Hi. We went to rerun the mattress before the holidays and they told us they could take it back because there was a rip underneath. Well when they put the mattress on the bed they must have rip it because we have a rip on it now and they will not take it back. We did not take the bed off to examine because who would think to do that? We want to switch it to a different mattress as this one is a lot harder then we like, please help us

Hi,

We bought sofa from Brick store Located at 24 Coventry Rd, Brampton, ON L6T 5P9 and we have brick coverage warranty on it and we filled warrant claim in July 2022 Event ID [protected] and brick sent technician to check and he said you will get call from brick department for next procedure but after waiting a lot we did not get any call and they we reached out to the store and they they guys just waiting us a long and after came with a solution only for 700 dollars store credit but my sofa has a worth more than 4000 at the time of purchase and at the time of purchase we bought warranty for it and now brick decline it and saying it's a natural faint but my sofa has burgundy color and now it has peeled of leather and has white spot on it and it looks really bad and so I need clarification of natural faint and peel of because it clearly shows it's a peel of leather. So please provide me all written answer om my email [protected]@gmail.com. because if I did not get any solution then I can go for consumer court help.

We have an extended warranty for our Gas range. The warranty expired Nov 25 2022. Before it ended we contacted King and State to get repair work done. The convection part of the oven was NOT working. We did finally get Transglobal to come out and repair it. They apparently replaced the mother board. It was completed on or around Dec 21, 2022. The convection was working when the technician left but a few days later the convection fan quit working again. I tried calling TransGlobal and they said I had to contact King and State again. This seemed odd to me since it was the repair work done by Trans Global. You would think it would be covered under their warranty. I did finally get ahold of King and State (very difficult!)as they don't answer the phones.

They advised me that my warranty is over and so I am not covered. I told them the original repair was not good. It was working but no longer is. I would think that a repair that quits working within 30 days should be covered. I am very disappointed in the warranty service I received. The warranty is under my phone number [protected]. I did not receive any paper work from Transglobal either.

Caroll Wilson

[protected]@shaw.ca

I am filing this complaint on behalf of my mother who is 78 years old and currently is fighting bone cancer.
She purchased a washer in April 2021 and she also paid for an added 4 year warranty.

This is what my mother has told me has gone on so far:
washer broke on August 26
call them on the 27
they gave me app for September 5
nobody came
iPhone' back on the 6
they said they had the wrong address
gave me an appointment for 29 September
Repair man came and "fixed" it while complaining the whole time
4 days later it broke again
I tried to call them but nobody answers the phone just said thank you for calling and was on hold for 1 hour still no one
then when I call back it indicated the # was not in service (and yes, called twice to make sure)
I went back to the store and they told me to wait for them to send me a "coupon" for a new washer in the mail
I had to go back since nothing arrived from the Brick
I ended up going back 4 times but they just kept telling me
Now it has been almost 5 months and I am still waiting
I told them that since I have no car I had to walk to the laundromat to do my washing and pay the cost - for a woman on a pension, that is a lot of money
Now here we are January 19, I have called several times in 2 days, only getting through once to an agent named Ariel. She said the store manager name is Alysa and would call me back, that of course was 2 days ago.
I made it very clear that my next step would be The BBB & the media..

Completely unable to get a warranty claim started either online or through the phone. We've been without a fridge for over a week and just haven't been able to make any progress at all.

Our Online submission for warranty service did not get responded to. Not even an auto generated email that informs us they received the request. Unable to get ahold of anyone on the phone either. Just endless waiting on hold.

I have bought the mattress $800 + $100 mattress cover for stains (which bricks offer store warranty for extra 6 months) + $100 Box and $50 (total cost me with taxes $1171.37.

The mattress has worst quality the mattress is sagging and the body indentation is more then 2- 3 inches. I have contact brick within a year bricks have directed me a complicated claim process.

I have finally after 6 month to completed the process. i have spend one hours all the pictures' receipts submitted Within 1.5 year of purchase date.

After doing this hardship. Trans Global Service a transportation company replied on the behalf of Brick and have refused my claim by saying your mattress got some water stains. We do not cover the warranty if mattress has stain which their stain protects unable the mattress from stain .

I have explained everything to claim offer which all online. they don't even bother to come and inspect the mattress.

Just said cover and mattress is 2 different manufactures.

mattress manufacture would not cover warranty if the mattress has stain on it.

I had a extended warranty with The Brick for my gas range. In November, just before my warranty expired, I contacted King and State because the Convection part of my stove was not working. It was not an easy process but finally did get a technician out to repair my oven. The convection part worked when the technician left but within a week it quite working. I called back King and State and told them. (very, very difficult to contact them- over an hour wait time) They advised that now that my warranty is over it is not covered. I told them the original repair was never completed and that I still have the same problem. They told me that management advised it is not longer covered. This company does not return phone calls and very difficult to contact. terrible service!

My advice is to not buy the extended warranties that these stores offer. It is a money grab!

I purchased this sectional in 2019, it was kept in my basement and rarely sat on. 2 years later we move and it becomes our main couch, within a couple weeks the fabric is pulling, wrinkled, pilling and in general looks like a couch that has been in use for years (not weeks). I phone the brick to make a complaint, I am advised that due to the time frame and defect they cannot do anything to assist me with the issue. The sales person referred to the defect as a consumable which is not covered by any type of warranty. Reluctantly the brick sends out a technician to see if the fabric is repairable, the technician told me this is the worst fabric on a sectional he has ever seen and he cannot fix it. He also said I should call the brick and speak to a manager about the defective material. Long story short, nothing was resolved. I am stuck with a sectional that has been in use for a couple years and is ready for the dump. This sectional is not a quality product, I would not recommend it nor would I recommend buying anything from the brick.

WOS51EC0HS02 I feel you should be deeply embarrassed selling whirlpool appliances. My wall oven will not work right after warranty and judging by the complaints on the net I am not alone.

The control lock is on and yes I have disconnected power, pushed each button for 5 seconds and have over 1.5 hours on the phone with whirlpool only to talk to a customer service rep that read from my manual.

No oven over Christmas and at least a wait till jan 9 till I can talk to a repair tech

The sticker in the oven says Modules made in China assembled in Mexico