The Brick
Reviews and Complaints

Extended Warranty is terrible

Beware of The Bricks customer service. We ordered a couch Dec 10 and on the website it said December 14th earliest delivery. We chose Dec 22 for delivery. The day came and went no call. We figured it may be delayed due to supply chain issues and knew that might be a problem. But still no call. I called and called. No one picks up at the stores. We engaged a live chat member who said the couch we PAID FOR is not in stock. They have no idea when it will be and will let us know. On that chat we checked the website again and it said now delivery possible January 10 2022. December 29 we receive a call from THe Brick. Our couch is in stock and to expect a call for delivery next week. We take advantage of bull garbage pick up and throw out our old furniture. The week comes and goes. No call. Speak to live chat. Not in stock. Keep skirting the fact that we were called. I ask to speak to a Manager. 2 days later she calls. Kayla live chat supervisor. Asks me to call her back. Gives me the wrong number. Finally track down where she can be located. Call 18 times. No one picks up. She calls and says she's sorry she missed me she's out of the office for 3 days and has passed my ticket off to someone else. Try to reach that person. No one answers the phone. Now I'm trying to cancel the order and refund and can not get a hold of any one. And since this has all happened the couch is now on the website $100 cheaper than what I paid it it. They are trying to make up for lost revenues which I get but they are deliberately misleading the customer as to when they will be able to get their product. Just be honest! I would have rather the proper customer service than this garbage and maybe would not trying to be cancelling my order!

No service! Will never come back. bought a mattress from the store. I bought a mattress sep. and the mattress start sagging after 3 months. So I went back to the store want to do the satisfaction exchange. They charged me $15 for the plastic bag. I don't understand why need that bag. I still have the ole one at home. But they said I have to pay for it! I need the money back!I can return that bag.When I purchased the mattress. The sales told me the delivery will put the mattress in my room. Will wear the bootie when they come to my house! NOT AT ALL'! The metress still in my living room! I can't put it in my bed room! And this is the second time the delivery came . The first time the refuse to put bootie. It's very dirty outside. So the second time I complaint to the customer service. They said yes for sure they will wear the bootie! NO! SAME thing! No bootie No delivery to my room!

Hi I did buy a sofa set. For 5000. And in less than 6 month sofa was changing color so I did claim on the warranty, some one come to the house and told me that they will do the rapair. Went the part comes, tha was in july 2021 I been sending many email. Finally some one got in touch w me offering 500 dollar and I can not claim that no more, so I did not acept it and I did explain that I pay 5000 for good quality and either I get this repair or get the reimbourse than I bring this sofa set back. Well it been 6 moths sice I did my claim. And nothing. Is done we are very very upset and disappointed about this situation.
I need some solution for this matter please. The sale order invoice is 112005cgxyi. My name is jesus lopez, cell [protected]. And my email [protected]@hotmail.com...

I bought a chair that is sold "as is". When I bought the chair, there were two "as is" chairs . One is in good control and nothing wrong. The other one is broken on the back. I picked the one in good condition. However, when I went to picked it up, they gave me the broken one. They cheated me and they are the Ugly Cheaters!

I bought a fridge at the brick on Nov. 2020 with extended warranty until Nov 2025 thru State and King apparently that who The Brick uses but didn't disclose at time of sale.
Fridge broke Nov. 2021 we called in they sent a tech tool a week due to covid and then another 2 weeks for them to get the parts to fix it. Dec. 2021 when the tech "fixed it" i told him that it still making noise and he said thats normal all fridges makes some noise, I said I dont agree but well see.
10 days later, this now brings us to Dec. 21, 2021 it broke again (same issue) tech couldn't be sent out until December 30th due to holidays. On Dec.30 the same tech that was here before calls me and tells me he knows what the issue is, he doesn't need to come out he will order the parts that are the same as before plus 2 others he should have replaced before. I questioned him why he didn't do that to begin with and he had no response just dismissed it and said he will replace them this time. At this point the fridge is struggling barely cooling and shuts off for prolonged periods of time.
Friday Jan. 7 we called told them fridge has completely stopped working.
Girl said the parts are on backorder and she needs to speak to a manager to see what they cN do. She calls back 7 min later said they will send the money I paid $1580 back to the brick location to buy a new fridge but we wouldn't be able to transfer the warranty we would have to purchase a new one for $300 more.
The issue is the same fridge now costs $2200 plus I would have to buy a new warranty for $300, this now puts us at a loss of $1000 plus tax.
They refuse to replace it and hung up the phone on us after telling us that is all they are willing to offer us and they have other customers to take care of.(I have full recordings of all interactions with them).

Purchased 2 electric recliners from The Brick June 14, 2020. Also purchased the extended 5 year warranty for $499.99
The leather on the first recliner footrest and corners of the armrest are showing ear in the form of small round spots. The second recliner headrest has become tacky and I had to put a cover on it.
Brick connected me via videoconference with an evaluator who directed me to take photos using my Ipad.
A few weeks later I got a call from Customer Service at Brick saying that according to the evaluator, this was normal wear. I requested a copy of the report but I was refused.
I contacted Abbyson and they replied that their guarantee had expired and if I had any questions to contact Brick.

I bought 3 piece sofas for around $3000 2 and half years ago, still have warranty on them. My sofas are looking old and are getting wrinkles and it's tearing from inside and pushing the coushions out and making it wrinkled and seeming is coming out. I've complained to The Brick in person nothing was done. Then tryed complaining trough email nothing. I am really disappointed as I buy everything from The Brick for my home and love their stuff, but customer service is bad. Hopefully I get my answer back soon.

I purchased appliances in the Brick in 2015 with 5 years warranty. The sales rep stated that I will get the refund with unused warranty after 5 years. Today, I go to the Brick would like to use the refund to buy a recliner. The customers service stated that I won't be able to get the refund. The refund is only applied when the claim is submitted within 90days after the warranty is expired.

I was not told about is 90 days rule. I was only told not to worry an I would get full warranty fee refunded if hasn't be used.

This is just a lier. The sales hasn't mentioned the 90 dsys rule. No notification to remind when the warranty is going to expired. No notification is to remind the claim for the refund is going to be expired.

If you don't stated full refund when not used, I would consider more before I brought the 5 years warranty for the appliances. This is definitely Misleading the consumer.

What a big joke of full refund of unused warranty!

I ordered two twin beds and mattresses sets for it, I got the order on 26th, I realized one of the mattress is full size. Kept calling a many times every day starting 28th December, no one answered the phone, sent emails and called other stores and other distribution centres, they all said I must contact Brampton DC. Today I was able to contact, and she told me all the process of return and replace. And the way she mentioned that About the delivery fees and 7 day return policy was so rude. I mentioned about calling and emailing many times since the day I got my order. She was like I don't care this is our policy, I also got mad and she kept arguing with me so badly and hang up the line so hard. This not the way she has to handle a upset customer… The way she handled was so unprofessional and very rude, we alway buy stuff from since we came to Canada from brick. I really lost the image that I had with Brick, I even recommended to so many friends and family some of Brick store that I usually go. I don't think I will recommend again, I will return the mattress and get the new one and pay again $101 as delivery fees, but after that I will never think to buy anything from Brick, I am so disappointed about the way she treats me

There was a time not long ago when the Kirkland, Quebec Brick location was under a previous management and was a well operated store. Fast Forward to today, best you steer well clear of this store and avoid it like the plague. I've been buying from this location for many years. Recently I bought a tiny $50 video game retro mini console. I've had nothing but issues from day one, although I took all the time in the world with the manufacture to resolve the issue, in the end this unit was DOA. As per instructed they asked me to return it to the store. Store said that the product had a 7 day return policy. I was at 12 days. On Bricks website, please note that there is no one place that mentions anything about this. (https://www.thebrick.com/products/atgames-legend-core-streaming-game-console). Either way, management did not care how much time I wasted on this matter. I spoke to the front person in charge, he couldn't care less... spoke to Tanya Ops manager, although very polite... she didn't care and finally the director of the store was on a so called meeting... hence forget that option. I was in the store to pick up another furniture order, I canceled that on the spot... Tanya was more than happy to comply. Moral of the story, there are retail stores that don't care about their clients (The Brick Kirkland) and there are many retail stores that would have looked at this matter on a one to one basis and provided a solution to the customer. Stay away from this location, perhaps try another Brick however judging from what I see on social media... look somewhere else.

The brick, wgat is the purpose of this page if you never honored your words? you dont need this page in the first place if your people are honest and honored the words they said to customers! warranty is a scammed putly miney grabbed never intent to honored it. The government should shut your company because you scammed way to many people! i am going to keep writing everywhere to let people know not to buy from the brick so they wont get scammed! i will keep going until my voice being heard and justice being served!

My 87 year old mother purchased a new washer through the Brick and bought the extended warrently which is through King and State. The original washer never worke. It took a month to get it replaced.

The second GE washer worked for 2 weeks. It took 2 weeks for a repair person to come and look at the new broken washer - it needed a part.

A month later my mother gets a phone call - wrong part came in.

Fraudulent service. The Brick of course can not help.

My mom has now been without a washing machine for 3 months