The Brick

I would like to file a complaint for The Brick - Heartland Mississauga location. I went in the store to purchase the product with the number ADW78TVS in white which was marketed for $399.99 with a sign directly above it that said Take 15% off this price. When I asked the customer service to help me with the product they informed me that the product is already on a reduced price and cannot be discounted. I would like to remind you there were no signs mentioning the original price or that stated its 15% off the original price. I was denied the offer and embarrassed for even asking for what was promoted. Someone who has worked in retail for years I have never heard that we will not abide by our mistake and honor the price we advertised. I also have a couch order (0504353OKAO) pending with The Brick and had plans of buying other pieces of furniture from The Brick but to think a big corporation would deny a minor discount which was basically honoring their mistake and losing a customer over it is beside my understanding. My hope is that you simply just honor the discount otherwise that's fine I would just politely take my business elsewhere. I am attaching the pictures of what was advertised.

Hi Let me share my very disappointing/Frustatin story.

Purchase day - Went to store, looking for multiple sofa bed and the sales person offered a sofa bed on sale, which was a display item and was at a good discounted price and also 5 year warranty. We liked the price and sofa and agreed to buy it. Invoice does say good condition and checked with the sales rep everything was good. Initially we agreed that we will pickup but then we thought as brick offer full delivery service we decided on Delivery Option.

Date of Delivery - As soon as we got the item in the desired location, we extended the sofa to sofa bed and what we find A BIG RIP OF THE FABRIC BOTH ON THE OUSIDE AND INSIDE.

Investigation Day- When we talked with brick customer rep, they said they can offer a refund of 230 dollar take it or leave it kind of. And then get the RIP REPAIRED FROM THE WARRANTY.

Warranty Inspection day - A third party contractor came home to inspect the sofa and said up it can be repaired they will just change the fabric for that area. were bit relieved.

This all took almost 2 to 3 weeks.

After a week after the inspection we got a call from THE BRICK, that the sofa is not repairable and they will either just refund the money for the warranty and we can keep it or we give the sofa back and they will give full refund except the Delivery fees paid during the initial drop off at my home.

It is such a disappointment from THE BRICK. people did suggested to go to some local small retail store where you will get the best service.

Stupidity of store staff -

When I went to go to see the furniture before delivery, I say it was already packed standing straight. They don't even understand that there are moving part which will lead to scratches and rip. Even during delivery they had it standing up. It is a common sense for any person to have sofa flat rather than standing up especially when there are moving parts in there.

My Complain - I need the furniture out of my house or have it repaired. If they take it back I need full amount refunded every penny including delivery which I have spent. which also includes money spend for fuel and time spent for travel and all the headache taken to sort this out. No voucher no condition applied, direct paid out in CASH/CHEQUE

Hello,

Today I had visited The Brick store at 5800 McLaughlin Rd #2 to confirm my order which I had made on 30th Dec. I had few questions regarding warranty and I was discussing with customer service rep - Fatima. She was not sure about the answer and she reached out to sales manager Navi. Navi came to me and without knowing the actual question, became rude and threatened me that he will cancel order without my confirmation. He was very rude and not ready to listen, as I was threatened I wanted to record the audio conversation, to which got more angry and started shouting. I requested Fatima to connect me with other manager to which she mentioned that there is no customer service manager. I had to visit another brick store at 188 Clarence St, Brampton, wherein the store manager listened to me and had a word with Regional manager, post which he recommended me to connect with Kim - store manager at 5800 McLaughlin Rd. I had paid for my order. However, I would like to register a formal complaint towards the sales manager - Navi as he was very rude and threatened me at store. I would like to connect with someone who can follow up on my complaint. I am also going ahead and registering complaint at Canadian Consumer Protection Branch.

my contact number is [protected]

Purchased the Serta Perfect Sleeper King set April 9th, 2021. Paid for the mattress removal/disposal. Obviously, stores were closed at the time so I could not get a disposal bag for my old mattress but was told that the delivery guys would bring them. I even bought the mattress protection cover for an extra $180 which was supposed to allow me 6 months to return/exchange if I was not satisfied. Delivered on time April 20th as promised. They did not bring disposal bags and did not remove the old mattress. I was told that it was another truck but they could not tell me anything else as to when it would arrive or even a date. By this time I have the old mattress and box springs already on the main floor along with the NEW mattress and box springs. I am working from home so I left the new mattress on the main floor. Later that afternoon I decided I could take the box springs upstairs on my own as they are very light. Well the 2nd one was smashed in on one corner and part of the side. I called the Brick and they asked me why I didn't call them sooner - well I am working so I couldn't inspect the mattress closely until I had free time. Of course they aren't taking returns and can't even bring me replacements until after the current lockdown is over. I completely understand that these are trying times and nothing operates as it should. I let this go and wait for June and was promised that as soon as the lockdown is over, the will schedule delivery of new boxspings. Now in May and I noticed that one side of the mattress has buldged out by 5+ inches so I make a warranty claim - submitted May 31. They were pretty quick and came out to inspect the mattress. Took several measurements and photos and the guy was shocked when I said this mattress was brand new! Now I wait 7+ days for them to file a report to the brick. I actually didn't call or follow up for at least 4 weeks - when I did, there was no answer at the brick store. Called over several days, several times a day, no response. Did the online chat and was told someone would contact me. They did call me back later that afternoon or the following day to tell me that a new mattress will be ordered. 3 weeks go by and not a single word about it. I called today (Sep. 17 - rings and rings and rings then I get some horror movie looping sound that). Do the online chat thing again and they tell me something was done incorrectly and they would have the store fix it and contact me. They called me this afternoon (Sep 17) to say they need to schedule an inspection appointment! WTF?!?! I explain to the women that this was done MONTHS ago. She says she got an email to do it again. I say again that this was already done and you are supposed to be ordering me a new mattress. No, she says, we need to schedule another appointment, would Sep 21 be OK. I ask why and was given a incoherent explanation that did nothing. Who am I supposed to follow up with now? I have a damaged mattress (the box springs were replaced - thanks!) Horrible customer service - seems like they are trying to [censored] me and treat me as such. Seriously, be HONEST and if you messed up then admit it. I will NEVER buy anything from the Brick and will tell everyone I meet to stay away.

Inv#0717653dbsb, I bought100% value back warranty for dryer in july 2016 and now due for $133.99 credit to buy any product from brick store. Yesterday I went to brick store at 5800 mckaughlin road, mississauga to buy seradala end table (sku:seradetb) $169.97 and asked customer service guys to adjust my warranty credit $133.99 from this buy but she refused to adj, saying that I have to buy minimum $400 worth of anything from the store to get it adjusted.
When I bought this warranty in july 2018, there was no such clause. If this clause introduced later after I bought warranty then it should not be applicable for me. Now brick is not honoring this warranty credit.

I purchased a refrigerator in Jan 2017 from thebrick location 5800 McLaughlin Rd, 2, Mississauga ON L5R 4B7, with the extended warranty offered by the store. This warranty is with King and State.
Since 10th July, 2020, my refrigerator is not working.

- King and State says they are waiting on Parts (event id 6281411)
- Extremely difficult to reach them, as this company operates from Barbados. Anytime you call, there is a standard message about unusually high call volume. After putting you on hold for 10 mins, the call disconnects
- Store is not offering any loaner refrigerator, which they are supposed to offer as per the warranty terms
- King and state offered a prorated price for refrigerator, which is very small to buy any decent refrigerator. Also this credit is offered with TheBrick. So you cant just take the cash and buy new refrigerator from different store
- Store says they cant do anything, as the warranty is with king and state

utterly frustrating experience with TheBrick and the crappy warranty they offered with king and state.

Buyers BEWARE! Not buying anything from TheBrick

Need the refrigerator to be fixed ASAP or Need a loaner refrigerator

There are so many complaints on this site...is the brick store don't care about customer service anymore? Even after seeing so many complaints reading...service doesn't seem like improved at all. Here is another complaint...Bought bedroom set in April 2019. Still dresser and night table not delivered. It has been damaged twice but now store is saying they have discontinued this item. When I purchased this set...I got rid of my box spring as the set had built in frame. I have purchased all other items like art, rug and curtains etc to match set. The store doesn't have that colour anymore in any other set. Talked to Alana in the store. She said she can't do anything about at least lost my box spring due to their bad service. Kept my money so long and only thing can do is take the half delivered product and after refund my money?