The Brick
Reviews and Complaints

I am writing this complaint today to explain a problem I have with a sectionnel sofa purchased at the Brick at Galeries D'Anjou - east end on Montreal back in July 2022..After a few weeks that I received the sofa, I noticed some white powder begin to appear on the cushion of the sectionnel side of the sofa..I realized it was discoloration of the fabric...I immediately called the sales rep. to explain my problem.. He told me to file a claim with the store which I did

(See ID: [protected] for copies of the invoices and 5 pictures)

After several weeks of not getting any answers via email, I began to call the store.. After several phone calls finally found the customer service girl willing to help me and gave me a followup on my claim..She told me she found my claim make copies and will review it with the director of the store..Before the store closed, she indeed called me back to tell me the only thing they can do is give me a $ 84.00 compensation for the defective fabric on the sofa..I asked why not exchange it or replace just the defective cushion both were refused..I went to the store the next morning in complete disbelief to get my claim but swore never to enter another The Brick store ever again..What am I to do with this compensation buy a cover for my new sofa ! This is absolutely unacceptable...

Hoping to hear from you real soon with a much better solution...

Laura

Dissatisfied customer from Montreal

June 28 2022, I have received the delivery of my order purchased from Brick on June 25th 2022. While entering the premises the delivery guy pushed the 3 seater sofa so hard that my mirror closet broken.

And while going back I havent signed the consent delivered without damaged.

We file the complaint on damages same day and i was assured that it will be taken care in 48 hours.

I have called and chat thru brick website but my problem was not resloved.

Finally on on July 12 2022 i received the email that someone will be coming to fix that. (please see the attached screenshot). The guy came and took of the broken door and assured us that it will be taken care in about 3 weeks for the new door to get replaced.

Today its September 25th, more than 8 weeks but no one ever contacted me.The door havent be replaced.

Please understand I have kids and old people at home they might get hurt as for the other door the guy looses some screw which is still the same. Moreover i live in rental property its hard for me to answer my landlord when it will be fixed.

I hope some action to resolve the matter as soon as poosible.

Purchased an extended warranty for the washer from brick. The washer is not 2 yrs old and am told they will not repair it. The repair guy and king and state declare to replace it.

They are not considering inflation and say they will credit me for what I paid. They also tell me i have to buy a new warranty on the replacement washer. I asked to speak to the king and state reps supervisor as the lady was not listening to me and was rude. She hung up on me. I called back and could not get threw to talk to another rep. I bought the signature plus warranty and I feel the warranty should be transferable and the washer replaced with no additional cost to me. That is why we buy warranties. Same as house insurance. Any help dealing with this company would be appreciated with no out of pocket to self and have the warranty transferrable.

Thank you.

Cheryle.

In August 2022 I ordered three appliances online which were delivered through my local Salmon Arm brick store beginning of September. The dryer was so badly dented when it arrived to my house that the drum wouldn’t even spin without hitting the inside wall. The support staff managed to order me another but it took another week and a half to get it. I asked the manager for some show of good faith towards our $80 of laundromat fees like 10% off our next order but I was met with complete disregard by Tanya, who called herself the manager. She said there was nothing they could do and in fact they were doing me some kind of favor replacing the machine for us! Then her delivery people went on to leave their clipboard with all the day’s delivery waivers /signatures, names, adresses, and phone numbers…. Never shopping there again

I purchased a mattress set and then had to go and do a reselect due to a defect in the mattress. I ended up choosing a different mattress which cost less. I was told i would have the difference as a store credit. $330 i went to use my credit and they say that they dont have it corporate to them to delete all credits. Simcoe and london branch both said i would have the credit, to now be told by simcoe branch i no lomger have it. This is ridiculious. I want my money back. Worst service i have ever had. Will never purchase at the brick again.

I placed an order for the Eden counter height stools on May 17 , 2022. I was told that the chairs would arrive Aug 8. The delivery was delayed till September 17 then October 3. Today I called and was told the order is delayed again till October 18. I was very upset with this because we do not have chairs to sit on. I asked to speak to the manager and the woman on the phone who supposedly was a manager named SANDRA at the Laval Store was very dry with her responses. She saw I was upset however kept saying that this is the way it is. I asked her if she can call the Head office or somewhere else so that I can figure out what to do. Do I refund the chairs and purchase them elsewhere? If I buy somewhere else then what? How long now? She was not helpful at all and my patience was running out. She did not try to understand my situation nor tell me she would try to find out more about the situation. Normally managers try to resolve a situation however she did not care. I am very upset and disappointed with the service I received. No customer service etiquette. Absolute Garbage. The brick is no longer a place I want to shop at. This person who claims to be a manager was clearly not trying to be helpful or accommodating. She simply did not care.I am hoping that she will be contacted by management and spoken to about her role as a manager. Fire her!useless to yiur store. You will loose lots of money with her. Does not care about the company.

I went with husband to purchase home appliances, end of August 2022 at Marche Central in Montreal. We purchased: stove, fridge, washer, dryer, dish washer. All Samsung, almost 7k. The agent told us many false and misleading information: 1. that we can pay the taxes next month, without any consequences; 2. that we can receive the items separately, as soon as they have them in stock; 3. that he has more than 15 years or experience with Brick and that he works for us and with us to make sure we get our products as soon as possible.

First of all, we specifically told him we need them asap as we move and we don't have any appliances.

We spent hours to choose the products.

Everything was fine up until he close the deal and he sold the products. After that, ZERO.

1. If you don't pay the taxes, the products are not reserved we found out later. This information was vital for our situation, especially that we had the funds. This made our delivery to be VERY LATE (to the current day we did not receive our stove).

2. He convinced us to purchase the installation for washer and dryer in order to have a one year guarantee. They had the washer from the start but didn't deliver it because the installation cannot be done separately. Lie number 2.

3. The agent ONLY WORKS FOR HIMSELF and ZERO CARE for the customers. Zero service. They get their commission and that's it.

I have made complaints, the manager called and was very cold and blunt like it was out fault. Again, zero care for customers, zero service.

The customer care services - zero again. They sent me emails that an area manager will call me. It has been almost 2 weeks since that email. Again, zero care zero service for customers.

I WOULD NEVER RECCOMEND BRICK.

Sept 20, 2022, we received deliveries of Fridge, Dish Washer and Dresser with mirror. They supposed to pick out old fridge because that’s one of our deal with the sales agent. I already relocated the fridge in our front porch and ready for pick up. The delivery driver told us that it was not included in their invoice. We called

The Red Deer brick outlet and the delivery agent told me that the pick up for old fridge was not included in the invoice. We called the sales agent and she told us that she forgot to included in our invoice. Now, no one helped us to remove the fridge in our porch.

This sales department is only good for sales not in SERVICE! It’s very disappointing.

I would like to claim for warranty for the product that I purchased Online from The Brick in Brantford, Ontario.

Detail of the claim is as follows:

• Device Name: Television

• Brand: RCA

• Model: 65” Ultra HD Smart TV (ATSV Tuner)

• Serial Number: A2108419230000970

• Date of Purchase: June 19, 2022

• Receipt: attached

• Defect: Broken LCD at Right Top Corner (see attached)

I did not open the TV from the box until Sunday, September 4th, 2022.

When I opened, I directly found no Right-Side Leg and I got only 2 pieces of Left-Side Legs.

I decided to buy a wall mount instead of waiting for the leg.

However, when I turned on the television, I was shocked that it has a major defect.

Meaning to say, I have already received this cracked LCD when opening the box. On the other words, I have received damaged item.

See on the video on the attachment showing the first boot-up of the television when the it needs to be set up before use.

I have been a customer of The Brick since February 2021. I happened to purchase all the new Samsung appliances and furniture from the showroom located at 4283 King St E, Kitchener, ON N2P 2E9. I had a really pleasant experience with the sales representative I was dealing with and I was informed about the extended signature plus warranty which The Brick offers which I had enrolled myself into. I was informed about the perks of the warranty and that King and state would look into my appliances in case I happened to have any issue in the coming years for which I had signed the extended warranty for which was for 4 years. The only thing I was not aware of was how difficult it is to deal with the warranty company King and State and the location from where I purchased the furniture. My refrigerator has been giving me trouble since August 4th, 2022. The fridge stopped cooling and the freezer cooling is on and off. Initially the freezer stopped cooling as well but after a few days it started cooling again but the main fridge still never started cooling back. I called The brick store from where I purchased the refrigerator and was redirected to King and state. After dealing with them for a day I was given an appointment date of August 12th, 2022. The representative also informed me that I am eligible to get a loaner fridge and I need to reach the brick store from where I purchased it. I again reached out to the store and to my surprise the representative whom I spoke with is not even aware of a loaner fridge program and again redirected me to King and state. King and state reached out to the brick location and within 5min the story line changed and I was told that the store does not have an availability of a loaner fridge. Nevertheless a technician from Trans Global showed up on August 9th, 2022 and said that the fan in the freezer section had frozen and defrosted it. Voila! It started working back to normal. Within a week of its repair the fridge started producing strange noises and by August 18th, 2022 it again stopped working. I again happened to call King and state only to get an appointment for August 29th, 2022 but they said they will try to send someone sooner. I again reached out to The brick store the same day about the loaner fridge again to be redirected to King and State and the same excuse that they do not have the availability. I got a call from King and state on August 19th, 2022 stating a technician will show up on August 22nd, 2022 but received a call on August 22nd, 2022 from King and State saying our fridge needs a part replacement so they are not sure when they would get a part so in short they are not aware when my fridge will get repaired. I again reached out to the brick store and spoke to a representative and as usual again this guy is not aware of the loaner program, I was even told that I am not covered and they do not provide loaner fridge anymore. I happened to call again and spoke with the manager. She very well covered up saying signature plus is something new that the brick has started and that the staff is not fully aware of. Said they are looking into it and that I need to be patient. I do not understand how long I should be patient for? Ultimately after posting a 1 star review on google I immediately within an hour received a call from her saying they can arrange the loaner but it will be delivered only on August 26th, 2022 so that is a whole week without a working fridge. The loaner fridge which is Samsung fridge again arrived on August 26th, 2022. I was requested by the manager of the store if I could take away the 1 star review from google as she did whatever she could. And I agreed to that and took away the review which I regret now. Post then no calls or emails from King and state about the parts. I emailed them on 9th September, 2022 to enquire what has been going on and received a reply on 12th September, 2022 stating the parts for repair are not available anymore and that I need to purchase a new fridge. They would give me a credit for the amount I purchased the fridge for. I reached back to them again over email as the call never gets connected. I told them that the credit is not going to help me much. I am definitely not going to get the kind of fridge I currently have which is a 21.8 cu.ft, stainless steel, french door, bottom freezer. I should not have to pay anything more as it should be a full comparable product replacement and not the credit. Please note that it has just been a year and half since I have purchased the fridge. The minimum cost of purchasing the similar kind of fridge now is a minimum of $1700 plus tax plus the warranty which is like another at least around $1000 from my own pocket. And who knows if the new fridge might end up being in the same situation as the current one and I will keep purchasing an appliance every other year from The Brick and taking the King and State warranty which is totally unfair. Firstly, I am being made to wait for almost a month now saying King and state is trying to get the parts for the fridge and no follow ups for 3 weeks and now I am in a state where I have to shed a lot from my pocket and get a brand new fridge. After this I received a call from The brick store and the lady informed me that they are scheduling a delivery for a new fridge and will pick away the existing loaner fridge and the non working fridge. I asked for all the details and was relieved that it looks like my issue is resolved at least now. I happened to clear my fridge today, unplugged it and waited for the Brick representative to do as I was told over the phone. The delivery guy from The Brick happened to arrive about an hour ago only to my surprise that they are here to take away the loaner and not to deliver any new fridge. I mean this is ridiculous. I do not understand why it is so difficult to understand that I need a working fridge at home. If they take the loaner fridge away then what am I going to use? When I called the store the manager informed me that the lady whom I spoke with should not have confirmed that but then they are not looking to deliver any new fridge and I do not have an option but to accept the credit King and State is providing me with and also that she has not received any communication from King and State regarding this. I am honestly fed up dealing with both the companies, having sent multiple emails, multiple calls and my issue is still not resolved. I will never purchase any appliance from The Brick again as they keep defective appliances and have a scam going on.   

Dear Customer Service，

I recently bought washer and dryer from The Bricks which located in 1731 Kenaston Blvd，Winnipeg. Yesterday the installation guy came and told me the vent connected to the dryer from our condo is not long enough. They broke the vent.But the thing is I bought a Dryer Vent Kit from that store，they didn't bring it to me. Today I call the service manager，they insist they put the kit around my door.If the installation guys bring them to my condo，why didn't change the good one from the kit that I bought？Also the connect part

between dryer and vent should be plastic，but they put a different material. I am pretty sure I didn't get the kit or the right kit from you. My installation didn't finish. I am very upset about this！

Baught a dishwasher 6 yrs ago. That just broke down. Had Baught a extended garentie on it.. thought it was still under garentie. Turns out i mist it by a full year.. nobody called , sent email or letter . Reminding me that i had only 90days to have my credit since i didn't use my garentie.. so basically lost 369.95. I have been a loyal customer for the past 15-20 yrs. Baught many items since then.. was gonn buy more this weekend...

Reference number: 9923293

I have been waiting 6 MONTHS! My fridge broke back in April, it is now September and I still do not have a working fridge.

I purchased an extended warranty through the Brick which Kind and State apparently "handles". They have been to my house over 5 times to "fix" the fridge. I haven't heard from them since June 30, they don't answer their phones or email, I can't get a hold of anyone. I've called the Brick back and they say it is not their problem.

DO NOT ORDER FROM THE BIRCK.

I bought Dinning table set, 2 reclining Sofa, 1 85 “ television , a centre rug and a king size bed with the head frame. on the 4th day of September 2022 the stuff were delivered after which the guys drop after which they gave me a paper to sign that the item has been delivered and I said I can’t sign that the items has been delivered and assembled because they’re yet to assemble it during the process I received an automated call from the brick about my level satisfaction I was surprised how can I get such call during the delivery process this is suppose to come after the delivery process and this warranted me to end the call and I told the delivery guys that I’m going to call the sales agent it was at this point that they agreed to assemble the Dining table set and the King size bed. one of them was downstairs trying to assemble the dining table while the other was climbing the stairs to assemble the bed while on the stairs he saw a queen size bed in my daughter room and was telling me that he doesn’t know why I can’t install my bed by myself after all I installed the queen s bed myself please note that according to the mail from the bricks my installation time is for 3hours and this drama player out in less than 45minutes. I responded to his question by saying boss you’re sent here to deliver and assemble not to tell me to do your job and right there he said he’s not going to install it and I told him I’m going to report him to my sales agent and my wife said that means the delivery isn’t complete while she was coming down the stairs and the guy was on the stair and he started exchanging word with my wife to the extend of spitting on my wife thank God for my intervention he would have beaten up my wife while all this was going on my wife told the other guy that was trying to install the dining downstairs who acted as if all that is going on is not his business that can’t you talk your partner to stop screaming and he said he can’t because they weren’t meant to assemble the items in the first place, while he was advancing to him me I moved away and called the cops and it was during the process of waiting for the cops that the sales agent whom I’ve tried calling called back after seeing my text message and she promised talking to the manager to resolve the issue and when the cops arrive they asked me to call the sales agent which I did and they told her what happened and that they won’t allow the delivery guys to go into my house to continue the assemble that the y have to send some other people to do the job despite the sales agent plea the cops insisted no because of their behaviour. I was surprised some minutes after when I received a text message from the agent that the manager told he to stop communicating with me because the issue is now a management issue, after 3hours I called the customer service number and I was told that at this point that it’s only the management that can decide the date and time that the installation will be completed this was the room that was in disarray by the delivery guy that wanted to install the bed until today Thursday 8 September I’m yet to receive any call from the bricks I’m surprised at this kind of treatment, does that mean customers don’t have a right or what. This isn’t good enough

We purchased a new home, move in was the first week of March 2022.

Among other items, we purchased a sectional sofa from Kristine at the Kitchener, ON location on Feb.23/22 and were advised the delivery date would be March 4, 2022.

Your delivery people can tell you what the actual delivery date was, it was around the second week of May, 2022. When they arrived, my husband was not home which really shouldn't have mattered. They were able to get half of the sectional downstairs, but were just short of getting the rest of it down. They told me I had no other choice but to send that half of the sectional back, and get a different configuration for the rest of the sofa.

So, they left us with half of a sectional sofa. I mentioned my husband because at some point he read that the delivery people don't take the furniture out of the boxes. He thought the delivery guys were just being lazy by not unboxing the portion of the sofa they left behind. He thought that perhaps if they tried to get the other half down without the box, they would have had a better chance.

I called Kristine and she told me it was no problem to order the other half of the sofa, but it might take a few months, also, it would cost an extra (roughly) $1,000.00. I was annoyed because I was really left with no choice. I had half a sofa sitting there and if I didn't pay the extra money I was out of luck. My husband took a trip to Kitchener to see in person what Kristine was selling us, then place the order I believe on May 12, 2022.

Since then we have called a few times and no one can tell us when the other half of our sofa is coming.

In early August 2022 my husband called and left a message for Kristine. She did not call him back.

My husband called again mid-August 2022, earlier in the week, and was told Kristine either wasn't there or was busy. He asked for a manager and was told that a manager wouldn't be in until Saturday August 20, 2022. He said, okay have the manager call me back on Saturday, but if Kristine wants to try to resolve this directly, she can call me before then. We didn't receive a call back from Kristine or a manager.

Sunday August 21, 2022 at 11:15am I called and asked for a manager. I was told a manager wouldn't be in until Thursday. I said I found it hard to believe there were no managers at all in the store except for 2 days per week, and on top of that, we were already promised a call from a manager and that didn't happen. I again asked to speak to a manager. After being on hold again, I was told that a manager was there, but was on the phone. The manager would call me as soon as they were finished their call. I did not receive a call back.

I looked on the website and delivery dates were saying August, 2023 which is obviously unacceptable. We have the main room in our house unusable because there is only half of a sectional. There is a sectional sofa (sofabed) that looks exactly like ours, but it's called "Hero". It has a pick up date of Sept.10, 2022. We have offered to pick up the other half of our set if that helps.

We would be happy to view similar sets to see if it is something we like and exchange for the half a set we have now. It seems to me that The Brick has decided to stop selling the sofa we bought because they can no longer get it. Instead of working with us, they have chosen to outright ignore us.

My name is Erin Kelly-LaFortune (under Erin Kelly in their system), and I understand The Brick views my file under my phone number which is #[protected].

We have been very pleasant and understanding so far, but we are now at our wits end.

demande de garantie a The Brick et The King and State canada.Achat d'un frigo avec une machine a glace incorporé non fonctionnel. Achat 21 septembre 2017 et achat de garantie prolongé de 300$. J'ai essayé de contacter pour recevoir le service de garantie et ils ne veulent pas honoré la garantie. Ils me donnent comme raison qu'il na pas de technicien, Je leur fournis pourtant un technicien qui pourrait réparer mon frigo mais ils ne veulent pas le prendre et meme pas le contacter. Que dois-je faire?

WE SHALL NEVER BUY ANOTHER ITEM FROM THE BRICK IN SARNIA! We bought a CUISINART CONVECTION OVEN which proved to be defective. We paid $367.18 Including$50.84 for replacement insurance/warranty which covers what ? We had to fight to get some replies/feedback on this and the Brick is not interested in takin it back or giving us a refund! The oven was purchased July 5th 2022 and today is August 30th. We withheld returning it with the hope it would work but, NO SUCH LUCK !

Finally we got feedback from the Brick informing us that it would exchange the oven for another. NOT TOO IMPRESSED ! AFTER FIGHTING FOR IT (OVEN) WHICH SHOULD NOT HAVE HAPPENED !

NO FN REFUND THO ! I'm really not interested in giving the Brick my business. THIS IS THE LAST TIME we get screwed by the Brick in Sarnia.

We sure as hell won't set foot in this SARNIA BRICK STORE ever again ! RIP !

I bought cabinet back in dec,2021 and there were few parts missing.i informed the brick right away but since then i am waiting for the ordered parts delivery and its been 8 months now.

Sofa Warrantry claim did 6 months ago and a man came in to my house to check the sofa and after that they never showed up to repair the sofa and love seat and they never responded back to me. They are being so rude and not giving me answers. So bad customer service.

I had to fight at first to get warranty on a bed frame that i bought through the Brick. I originally paid to have this delivered. Now, i am receiving phone calls from the Brick every 3 days or so and sometimes several times a day to let me know my bed is ready for pick up or i can again pay to have it delivered. I feel that this is unfair because the shoddy craftsmanship of this bed that i paid over 5oo dollars for PLUS delivery now is again my cost to either pick up and drop off or PAY again for delivery. I have requested over 25 times now that this be delivered at cost to the Brick. I know it is not part of warranty but customer service should be part of this and this should be provided. I am extremely angry right now. I actually went to the showroom after work and was actually looking to upgrade to a full bedroom suite that was made with better craftsmanship than the scrap i already bought..The older man that barely spoke english was ignorant to me, i am assuming because i was wearing my work clothes.. but needless to say i walked out and will be looking for a new set at Leons or somewhere else locally unless this is delivered free of charge as i paid way too much for delivery once already. I do not have a truck and cannot just pick this up. I do not believe it is fair to make me pay for delivery on something i already paid for - that was built poorly by your manufacturer. ( I weigh 120 lbs and the leg gave out? Terrible craftsmanship)

I would appreciate a response to this and consideration into this matter please.

I just want to share my experiences purchasing a sectional from the Brick last year in Kelowna and I do NOT recommend anyone use company as it has been a nightmare.

Within 6 months of my purchase I noticed a wear pattern on the couch from where I sit. The fabric appeared worn and pilling. I obviously was not impressed with the quality of the fabric if it broke down within a 6 month time frame. I contacted the company with my concerns, at which time, I was informed that I could either receive a replacement couch, a different couch or a store credit. No refund, which is what I wanted because I no longer had confidence in the quality of the product. I am limited to the size I can have because the elevator is old and small. I looked at their selection and couldnt find a suitable substitute. Explaining my situation to the staff, they responded by being rude and argumentative. I explained to them I did not want a replacement couch, as I was convinced the same problem with arise. They refuses to refund my money.

It was then that I found out that this couch, not even a year later was now worth over $4000! A $4000 couch that the material breaks down after 6 months is not acceptable. After many phone calls and finally speaking to a manager, I was assured that they had a problem with the fabric lot and that a replacement couch was probably my best solution. If I no longer wanted the couch, I could sell it on Facebook to get my money back he advised. I waited over 3 months for a replacement that after delivered, I found to be defective yet again. I contacted the company and was told that they would give me another replacement coach but I had to wait another 3 months. The replacement coach was supposed to be delivered this morning but they never called last night to give me a time. To my surprise they showed up at 9:30 this morning unannounced, at which time I was unavailable. I called them back to see when they were going come back. I was told they had already been there and that I needed to re-contact the Brick for a NEW delivery date! They said I was supose to make sure someone was home between 8 am and 6 pm. Explaining that I live alone and was unavailable at the time they showed up, they implied that it was my fault for not being available for 10 hrs waiting for them to show up.

This company is only in business for profits, sells cheap products that break down and has no customer service. I totally regret my purchase from this company and I am out $2000+ dollars and will probably recieve another cheap defective couch. The Brick