The Brick
Reviews and Complaints

I purchased a mattress March 2020 and after 14 months the one side on the mattress has collapsed. It is a Hotel 4. I contacted the store and they gave me a slip of paper with an email for customer service to contact and start a Warranty claim. Which I did April of 2021. The advisor (Carlos) asked for photos of the damaged mattress, I took several photos of it and sent them to him. I then got an email…sometime later asking for a photo of the frame it was on to make sure I had the proper frame. I sent him photos and a photo of the receipt seeing as I purchased the mattress and the frame at the same time.

I was given “Your claim has been assigned to Event ID 7962562. “

I then heard nothing more. In November 2021 I had, had enough and went to the store to speak to the manager. I explained the whole situation to him and he gave it over to the customer service rep. at the store. She said she would find out what is happening and get back to me. Within a few days she called me and said that she was in contact with Carlos and he stated he never received my email. I was asked to resend the photos of the frame and the receipt to Carlos, which I did. He then replied that is was a manufacturer warranty and would forward the information to them..

It is now FEB. 18,2022 and I am still waiting to hear and my emails are going unanswered (how convenient)

I have called the Corporate Office in Edmonton and waiting a reply.

I am also writing this complaint, and am filing a complaint with the BBB in St. Catharines about the NON service I am getting.

I think I have been more than patient long enough!

I await your reply.

🤨🤨🤨🤨

Purchased all of my appliances from the Brick. Had a minor issue with the fridge within the first two years-had it fixed no issue. Had a major issue with my range (front glass spontaneously shattered). Went to the brick, they laughed in my face, King & State stopped contacting me when I began questioning why it was not covered under extended warranty. No resolution from the brick or king and state. Will never be stepping foot into the brick again.

Flexiti and The Brick Dispute

Financial Department and Customer Service: The Brick & Flexiti

To whom it may concern:

On October 27, 2021, I applied for a Flexiti account at The Brick in Park Royal (North

Vancouver. At that point, I was told I was approved for $5,000.00 CAD total credit which I

used in full to purchase my sectional. I was told it was 3 years of credit with zero interest

rate, for which I have been paying $138.00 CAD each month and all are supposed to be

going towards the principal amount as there should be no monthly interest within those 36

months.

On February 11 2022 I received an email from Flexityi stating that I was late paying $218.22

CAD on monthly payments for another purchase of $2,682.00 CAD made on January 27,

2022. I never made such a purchase, but I still called Flexiti as I was confused and they

said that my purchases now had a monthly interest charge of 31% on 50% of all charges

made and the other 50% of charges is zero interest rate.

On February 12, 2022, I went in person to The brick in Park Royal (North Vancouver) and

spoke with Bobby from the financial department who confirmed that there was no transaction

made by me recorded on their store's system on January 27, 2022.

I need both Flexity and The Brick to correct this mistake immediately as this is causing me

stress and can affect my credit score. I will not pay for something I did not purchase. It is

also impossible to use more credit than what I was approved for.

I also want Flexiti to clarify why there are interest rate charges now showing on my original

statement from the $5,000.00 CAD purchase that I did on October 27th/ 2021 as it is

supposed to be a zero interest rate for 36 months.

I need confirmation in writing that all the made-up charges will be dropped immediately as

well as any interest rate in my $5,000.00 CAD purchase or I will be preceding legally against

both companies and will also write an honest review on social media of the bad service and

made-up financial charges against me by both companies

1st one a defect out of 'box' delivery after waiting 5 months due to Covid; not their issue,. Received a second one a couple weeks later; its compressor sounds like a diesel truck starting up but it worked... for 13 months until this last week. Called the brick and they tell me out of warranty and to call King and State to start the repair service as good thing I bought that Extended Warranty. Engaged with K&S and they did dispatch a repair tech from Trans Global (same group) yesterday all good. Needs 5 parts he reports and will get those going with Frigidaire as still under their warranty? It is under manufacturer's warranty still! Was this a ploy by the Brick to ensure I did not cash-back my warranty if unused at the end of term? I do believe so.

We have a loaner provision but can not get through to K&S. Their number rings for 30 minutes at a time cycling through the same hold song and then off somewhere ringing then back to the music before going dead after 30 minutes. 3x now. Told by the store to NOT call, "it's terrible", but to use their chat message online. Been there twice, left "messages" as unable to respond.

20 CuFt of frozen goods stashed in friends freezers around the city to not let our food spoil and no direction on where we're going with this.

I bought this matteress during Covid Jan 27 2021 my bed started to sag on the side by end of feb2021 I called they said due to Covid can’t exchange yet , when time was up I filed warranty complaint 3 times. the lady I talked to originally I told her I need a big box spring cause of my height and hip I like it on ground . NOONE informed me that it wil NIL MY WARRANTY I called and called even beautyrest no one got back to me no one would help now a year later can’t sleep on one side hurts my back I have writing asked for help and no one either at brick or beauty rest called me back so upset :( I own a business myself I would never treat someone like this that paid in full:( thanks for no help Whitby Ontario Canada

Hi,

I purchase a Samsung 85' Television as a gift to my husband and myself anniversery. We took it home and opened the box on the anniversary night and got so disappointed to see a small bump or I can call it crack on the TV screen. I did not expect that at all. With that situation TV was still working with some unclear spot. We noticed the crack is getting bigger as soon as we touch the TV I called the Brick at Kitchener very unhappy and made a complain. We have 3 other Samsung TV and nerver faced to this problem if you aslo call it TV defect. Adviser at the Brick assured me this happens sometimes and warenty will taking care of this issue. Still not happy because this problem took away the enjoyment of having a brand new TV from us. I am hoping to hear back from you!

Pari Konoodi

[protected]

I purchased a washer and a dryer on Dec 8th 2020 and at the time of purchase the sales person confirmed that the delivery will be in the first week of Jan 2022. I told him my concern of being a mother of two young kids and I won't be able to wait any longer than the first week of Jan 2022. However bricks failed, no one had the courtesy of calling me to inform that the delivery is not available. I kept calling the store, it was super hard to get hold of the call center agent firstly and than every agent provided me with a different delivery date. Long story short, I was scheduled for a delivery today Feb 3rd and the driver left the washer without installing. Dryer is yet to deliver. Upon calling bricks, the call center agent said that I haven't paid for the installation and that is why they didn't install it. I asked her to check her records and still no confirmation. So I went to the store directly from where I purchased the appliances, and asked to speak to a manager and he too couldn't help. I am going above and beyond to file a complaint against bricks and their poor customer service. The delivery driver lied to me that bricks will arrange an installation and upon going to bricks, they said the driver took pics and your washer can't be installed in a cabinet. I don't when have a CABINET. lies after lies ... I need a full refund, take away your washer and I will take the business else where.

Purchased this product at the Whitby Brick. Delivery I believe was toward the end of Nov.'21. Our world has been upside down, as we all know, so through Dec. with covid, Christmas, closures etc. life was pretty hectic. This dishwasher proved to be a poor purchase. It is very small inside, advertised to take 15 place settings, it will take ten and ONE pot. Much smaller than our previous one, we were told it was the same. Then we noticed that the dishes were not coming out clean. We literally clean our dishes before they go in the dishwasher, always have.

I went online and tried to fill out a form on Brick site. They would only allow it be be SUBMITTED, if I said particular things, not what I wanted to say. I spent days trying to fill it out so they would accept it. Frustration! Finally got it done on Jan.17 I think and it was accepted. I have had no response. FRUSTRATION! We are seniors and are slow at things like this. Event # 9362039.

On February 19, 2019, I purchased a storage bed for my son and paid for the delivery, and set up. In July 2020, I noticed the mattress was caving in and I commenced a claim and was told to come in to pick out a new mattress which I did. When I removed the mattress, I noticed that the bed itself was not built properly as there was boards missing and only one leg. When i went into the store to pick the mattress, Taylor helped me and I mentioned this to her and she said lets start a claim. I gave her the original bill and someone came out to take pictures and recommend it be fixed. Two months passed and finally in November the "parts arrived". When the technician arrived with the parts, they were very short. The Technician took pictures and send it to my phone. I then advised Sheryl Sharaz and advised that at this point, I wanted the bed exchanged.

After her discussion with the manager, they approved it which is on my email. When I received th enew bill, it wasn't even the right bed. It was my daughter's bed I bought in 2020. So they then renegged on their promise. I at no time was dishonest and the bill was sent to them from the beginning. The error was on their part and they should have changed it.

I had been waiting 5 months for this to happen and at this point I want another bed ! This is not right. My son is not sleeping comfortably and I paid the brick to build this and it was built wrong and measurements were also taken wrong. After a lot of fighting with Sheryl they agreed to replace the parts but I had to pick them up! Another fight ensued and she dropped them off personally.

I hired someone to put it together and the parts again were wrong. I called the store and emailed not even a courtesy of a reply.

I am disgusted and will never use the Brick again.

The actual company is Super Tech Appliance, the installation company going with the Brick and the owner Jazz.

1. Sent me wrong confirm information on Jan 20 and kept me waiting for whole day.
2. No show on the second confirmed installation date, which is Jan 25.
3. Attitude: rude, demeaning and disrespectful. Most importantly, lying about me canceling the second installation date instead of taking the responsibility.
4. Causing me waiting all day and no apology.
5. Instead of fixing the mistakes, she ‘dumped' me and asked me to find another company with no apology.

Bought a dining room set at the Brick on Coventry Road Brampton, it was delivered with 4 damage/defective chairs. They are refusing to take it back, claiming they do not do refunds. There option is for me to choose another table and the rest of the money will remain store credit.

I purchased a bed in Feb 2019 and paid them to build the bed for me. It was put together and in July of this year I noticed the mattress was caving in the middle. I filed a claim with the store because the mattress had a 25 year warranty and had the mattress replaced. When I went to choose the mattress of the same value the customer service attendant named Taylor advised me that I should put a claim in because the bed was not built properly. I went in again and produced my original bill and was given notice that the bed would be repaired. An attendant came from the store to measure and verify that the bed was indeed not built correctly. Parts were ordered and when they were brought to me to be installed they were not the right ones and pictures were taken. I submitted these pictures to the store and was told that they would then replace my entire bed. When they sent a new invoice I noticed it was not the right bed but in fact the bed I purchased for my daughter and I brought it to their attention. Sheryl from the store at crossroads and 401 called and said that I was not covered because it was a bad purchase in 2019. I told her that that was not fair because I was honest from the beginning and that I feel they should honour it. I got a callback from Sheryl to say that the manager approved the product to be switched only the parts that were defective and that they would install. This was at the end of December 2021. I called today to follow up because I had had not heard from them and my emails had been ignored and was told now that I was not covered and that they would not honour it any longer but only replace the parts and that I had to pick up and install myself. This was not what was with agreed-upon and I am very angry and disappointed with this customer service. I paid the brick for the product and I paid the brick for the installation. The installtion was not done right and therefore I feel that the product and the installation should be covered by the brick as this was their error from the beginning. I asked for the manager to give me a call back feeling which I will start a claim against them

I ordered a Loveseat Sept 10th/2021 and tge sales person said it would be delivered Mid Nov. Come mid Nov they told me mid Dec. Come mid Dec they told me it would be here Jan 17th. On the 15th of Jan I called to confirm deelivery. They said "Maybe in March" Come on, for a product manufactured in Canada, this is a lot of BS. Went in to cancell my orde and they charged me $99.00 for a "FREE Gift" the salesperson said I get for ordering over $1000.00
I said I would return the FREE GIFT but they said no. This company used MY Money for over 4 months. Never Again will I deal with The Brick .
If anyone is ordering from them, make sure the item is in stock before paying.
Worst Furniture Store EVER !

Do not buy this item… My husband went to buy this item on September 2021. Salesman said this table will be available on November 2021. We agreed since major events that we hope to have this table were Christmas and New Year's Eve where our family had planned to gather. It's January now and the customer service has not been very helpful. I asked how will your company compensate this loss of time. Customer service said, "we can't do anything about it". My question is, why are you selling it when you can't deliver a promise. It's 4 months now. Sad is, this is not the only unacceptable experience we had here. The salesman who assisted us included an insurance on top of our purchase, which we refused twice when he was insisting we need it. So I was surprised when an insurance company was collecting payment from me. This is our first time to buy in The Bricks. And this is very frustrating! Hope somebody reads this and take action… We are having a hard time without a decent dining table!

Hi. I have bought a new house back in November 2020 and I had to buy all my appliances from the brick. I have upgraded and paid my money to then through my builder. I contacted the brick for my delivery on Jan 14th and the sales person I was dealing is Matt scarfone. He said that delivery and installation will be done on Jan 14th. He charged me for my installation and told me that someone would call to install. Nobody called for 2 business days and I sent him email again to confirm. Then he said no installation is never done on the same day. He should have mentioned before getting payment from me. Then on the delivery date, instead of 5 appliances, I got only 4. This is really not fair and I don't deserve this kind of service. When a person pays 7 months ago for the appliances, it is the brick's responsibility to keep all my appliances and deliver it to me on a promised date. The problem of Matt is he never replies of emails on time nor pick up phone calls or give call backs. No body knows anything in the store and everyone is saying that Matt is dealing and and only he has information. What kind of ridiculous service is that? I want to resolve this as early as possible.