The Brick
reviews and complaints

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

Brick Order Number 012014HDHMS

Who may concern.

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

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

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

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

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

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

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

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

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

I would like to get acknowledgement back for this email.

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

I appreciate your time in this matter.

Milena Zuniga
phone # [protected]

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

Retired parents bought a new mattress. Within a week, it started to bulge on the side. They went back to the store, and after talking with the manager and sales rep and assurances that the new more expensive mattress would not have the issue, they swapped for a 2nd more expensive model. (paid the difference)

Fun fact, the floor model of the first mattress had same defect on the sales floor. If you know there is a defect in the design, why do you continue to sell them to your customers?

Replacement arrived, parents double charged for delivery. (which is now resolved) Un-noticed by us- the new mattress didn't have a law tag attached. (didn't think to go and check for them)

2 weeks in, the mattress starts to bulge on the side. Reached out to customer service, provided photos of the bedframe and mattress, and have been ignored for over a week now because there is no law tag on the mattress. They sold it without one, delivered it, and now won't honor their warranty.

I used to work in retail, it was against the law to sell stuffed animals without the tags. They sold an almost $2, 000 mattress to my parents and aren't taking ownership of their mistakes. This is despicable.

This is not how you treat loyal customers that have been using your Brick Card for decades to buy all their furniture.

My name is Helen Israel. I have made an order from the Brick store in King George in Surrey BC. I have ordered a set of glass table and 2 end tables and got the first delivery about 4 days ago and was broken and waisted my whole day until I got them get it back and went and ordered different style and got the second delivery today and same thing stuff are broken. Also I would like to make a serious complaint about the store and one of the managers work there his name is Shawn and he was extremely rude to me and I'm pregnant and got really sick of his way of talking my blood pressure went up and he hanged up the phone on me and it really upsets me. I need to be contacted as soon as possible please and make a serious complaint. I'm very upset and disappointed. Please call me at +[protected]

Invoice # 082771ekicc
Fridge item code WKRMF606S

We have this fridge purchased from the Brick at West Edmonton Mall, Edmonton, Canada in 2018.
We have paid $350 for the extended warranty.

We have a problem with the fridge (annoying noise coming 24/7).
We filed a repair service claim with Kingand State but we are not getting the problem resolved.

We need an immediate assistance to resolve our issue.
I can be reached at [protected].

Thanks

Kirit Modha

I have a washer purchased from the brick and tech came to my house after 12 days. The washer is damaged since Dec 1st 2020.
Tech came and no update. We contacted King and state and they offered us a credit of 374 which is 50 percent of the washer price. We refused the credit thinking that we will weight for washer repair. Since Dec 22nd, we have been waiting for call. We call every 2nd or 3rd day to whirlpool and we are told that king and state has the update of the file.
Since we refused the credit, we are trying every day to contact king and state. One day my wife got hold of representative and on getting a phone number the customer service rep hang up the phone. No call back.
Every day this is happening like that.
Is this why I purchased the warranty?
Is this the way someone deals with the customer. It is very frustating. At least there should be an update available.
I sent an email to King and state as well but no response by email as well.
If you want to access my file
my phone number is [protected].
I wait for few more days for your response.
Please don't give me an answer that contact King and state. Their customer service is garbage.
Brick sold me the washer and warranty.

My order#111802SWBTT for a grey Rylee 3 Piece Sectional couch was delivered at about 5 pm on Nov 27th.
Two delivery guys came to my door and unpleasantly told me that I could not be in the same room as them due to social distancing.
After the assembly, one of the delivery guys noted on the invoice that the back support for the right love seat section was lose and did not align properly causing a gap in the corner of the two sections and abruptly told me to sign a page and left.
I reported the issue immediately to both Pooja and Ash at the Surrey King George store within 24 hours (see email below).
Due to the lack of services I got from calling, I even went to the store in-person hoping someone can fix the issue or get me a replacement ASAP.
However, all I received was an incident#7283820 and an estimated date of inspection which is in a month from now. No words on replacement or repair when I paid almost $2500 for a brand new couch (not a couch with a loose back support).

This is by far the worst experience I have ever had from purchasing furniture. I suggest everyone to check all the reviews for major spending like this. It really destroys your happy day and makes you regret for your impulsive decision.

The worst thing, in my opinion, about the situation is that customers like us have to experience bad service from the brick. And then, much as we hate to do it, we have to waste our time and effort in complaining about it. But it's just that, besides the frustration of it all, we are, much as we want to avoid it, compelled to do this. First, just to finally get it off our chest; then to let others know about it. And this is where the trouble lies. All of us seem to be living in denial, going to the brick despite hearing & experiencing the problems. And seeing them rub salt in your wounds, by totally ignoring your complaints. Maybe they are experts at this reverse psychology - after all, how long will you go on complaining! I always believe the buck stops at the top. It's the management's culture which filters down to the level of their staff.
I can admit that by now, I am hardly in the mood to write the complaint in detail. Just to say, we ordered some items from The Brick Store at St. Catharines and requested assembly for some. But we have been waiting for 2 months for Brick to arrange the assembly. The guy handling our order was Matt.
D. Bajaj

We just noticed charge on credit card
Let me explain.
When we bought a couch we were told for us to get better deal or promotional price we need to apply for brick card, so we did. It turns out when you sign for brick card you also sign up for insurance that they don't explain you.. To cancel anything you have to call brick card desjardins, than you need to call insurance, after you need to drive to store and cancel there. This is the biggest fraud out there.. No one takes responsibility

Hi there am writing to let you know that my cooking range panel for the settings of baking, click, grill etc option is not working. It shows SE all the time tried reset many times but didn't work at all. It's been 3 weeks trying to call but as it's busy call is not connected. Very disappointing that baking section is not working. I have small kids they really like their baking items and I really need it back as soon as possible.
So please try to fix as soon as possible
Thanks
Leni Shiju
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Bought a freezer in Aug 2016, with extended warranty, went on the blink July 2020, received $178 towards another freezer, got another freezer, waiting on freezer loss claim since September when I put claim in, just been getting the run around since, warranty said it would cover freezer loss up to $500, my loss was $768 not very good for business and very poor customer service. Hope someone can help me out!

We are going thru the same problem, I am trying to replace a mattress for over 2 years now and Carlos is NOT responding at all. Still going on. We have had 2 techs coming in to measure the mattress, I have been talking to the original stores supervisor too and even she cannot get a hold of Carlos. Its not a cheap purchase we have spent over 3 grand on a mattress and there is a HUGE dent in it within 6 months of using it.