The Brick
Reviews and Complaints

My wife and I purchased a Samsung frame TV from the Brick, Sunridge location in Calgary. When we opened the box we discovered that there were Numerous pieces missing. When we talked to the store manager, we were told that since we had not contacted them within 48 hours, we were S.O.L.! What? You kidding me! What kind of store is this?
He wouldn't do Anything for us. I think of all the times I have shopped at the Brick over the last decades!
Then, this manager tries to upsell me on buying furniture! Do you really think I would Ever buy from the Brick again ? He actually repeated this to me 4-5 times. What kind of person does this ? "Only at the Brick"

Hello, my washer and dryer combo has been out of service for over two weeks now and I have been in contact with the brick-commercial division who have been extremely unprofessional and have failed to deliver my replacement over the span of 2 weeks. I have called many times and they either put me on hold and disconnect shortly after or don't pick up my calls at all. I have not been able to wash my clothes in over two weeks. I need assistance asap as this is unacceptable

I purchased a Masterguard®️ Natural Bamboo™️ Mattress Protector from the brick at 1165 Kennedy Road, Scarborough yesterday that didn't fit my mattress so, I went back again the other day to make an exchange for another size but the manager Kelly gave me an unfair explanation about the store policy that they don't allow any exchanges or returns on bedding items and told me to give it to someone else as a Christmas present.

But I don't see such policy mentioned anywhere on the receipt nor I was told at the time of purchase.

The product is unused and if possible I'd like an exchange please as it's of no use to me now and improve this poorly implemented returns system because it can start to negatively affect your overall reputation as a business. Thanks

Purchased a marble table, bench and 4 leather chairs. The price was close to 5, 000.
When I purchased the table, amoung other expensive furniture, the representative failed to advise me that the marble did not come coated
The result. A table that is 3 weeks old and stained.
The service rep was not satisfactory when attempting to reach them
I will never buy from the Brick again!

I bought a bed a couple of month bed and due to insufficient support it broke and I did complain and follow the 2 month process and now they are saying they need another 3 month to repair it please tell me where should I sleep. Please that's not a pleasure thing that's a basic necessities which human being need every day show some sympathy. I am done with sleepless night My event I'd is 8859598

My Tv was picked up by King & state November 05, 2021.
I just got my TV back December 03, 2021.
I called 3 days after my TV was picked up to make sure everything was okay because the technician was suppose to call me and never did. I spoke with customer service representative and they could not help me as the notes were not updated on my file. I had asked them to call me on my cell phone and never did. I called back 2 days later and spoke to another customer service rep and they still couldn't tell me any details. I asked to speak to a supervisor and they said they can't transfer me and someone will call me back. No one never called me back within the 1-3 business days. I called back after the 3 business days and spoke once again to a customer service rep. I asked to speak to a supervisor b/c no one had called me back as promised. They said once again a supervisor will call you, still no one called me back within 1-3 business days. I waited the time and called back yet again, same thing happend, no one called me back.
FINALLY, I got my TV back Dec 3 and a supervisor called me the day after I get my TV back. First thing she said was you asked for a supervisor to call you i'm returning your call. I said I asked for a supervisor to call me back a month ago, she said no it was only a week, I told her I have the emails and phone log to show her how many times I called, I wanted to tell her how horrible the customer service was and she said, well I returned your call so bye.
Do you guys really staff this maturity level, this is not a way to run a business. I could not believe she just hung up on me and said "oh well, I'm returning your call bye"
I will never buy a TV again through the Brick, you need to get a new warranty company to deal with because I felt like I was dealing with a bunch of kids each time I called.
You need to see all the reviews on this company. People had their washers and dryers gone for 2 months, how can you just let people go without those appliances and not do anything for them.

Dishwasher repairs through The King and State Insurance company

Hi Customer Service team,

We have addressed our issue with The King and State several times, please see the details below:

We are not satisfied with your services provided for repairs pertaining to our dishwasher. This is not what we paid for when we bought the extended warranty for peace of mind thinking we would get the help we need when we need it.

Issue: This unit was bought in March 2018 and "This dishwasher was quieter than any other machine in its class and almost as quiet as the quietest machines on the market". Now the noise is so loud that we can't even be in the same room when the dishwasher is on. We have a Kitchen aid dishwasher that was the quietest one we had ever bought, and we have had dishwashers for over 25 years, so we know what we are talking about. Please see the Model number information below.

Store The Brick, 1607 Dundas St E, Mississauga
Make KitchenAid
Model number KDPE334GP.S0
Serial number F80209173
Bought Date March 27, 2018

First appointment: June 15, 2021: Toronto Appliances Service Ltd [protected]@tascanada.com
We had a technician come in in June 2021, but he did not listen to our concern and completely ignored the issue of our dishwasher making a loud noise. We were told that it is normal for the dishwasher to make such loud noise. The technician left without any help and made us feel like we are imagining things.
Second appointment: November 18, 2021: Toronto Appliances Service Ltd [protected]@tascanada.com
This technician was no show! I had to request the service request again and the hold on call was over an hour.

Third appointment: November 26, 2021: Case reference number 8901230
This technician arrived and left within five minutes and ignored our concern altogether. He told us the same thing as the one before that there is nothing wrong with our dishwasher and it is making the roaring like a dinosaur is normal. This technician was very rude and obnoxious.

Fourth appointment: December 2, 2021: Jakes Appliances Case reference number 9030004
This technician arrived on time and was polite but again was not able to resolve the issue.
AGAIN, ISSUE STILL REMAINS - The pump constantly runs when there is no water in the unit and makes a loud noise.

The common concern mentioned by all technicians was that they will get in trouble if they were to replace the pump that is making the noise so clearly, they all confirmed that there is an issue, but they are unable to help without getting in trouble.

Please escalate our issue to your manager as our request is not being heard.

I ordered (order number 1018139NURW) a desk and a library (SKU BE71CBKC) on 18 October 2021 and the delivery date was supposed to be on 13 November 2021. The delivery was two weeks late (27 November 2021). I assembled the library and it collapsed as I attempted to place it vertically. I called Brick and told me that they could only offer me a 20$ refund. As for the desk, I realized that it was extremely complicated to assemble so I paid an additional 115$ to have a professional assemble it (order number 1128139DPUV). Today, the professional came and told me that there is a default which means that the desk cannot be assembled as a number of screws are too short.

I am very disappointed with the outcome of this purchase. I bought these pieces of furniture for a hefty price to have a comfortable desk from which to work from home. Instead, the delivery arrived two weeks late, I have one broken library which was very bad quality to start with and a desk which is missing screws so cannot be assembled in its current state. The professional took pictures of the defect and I also provide you with a picture.

To be quite frank, the lack of professionalism is not acceptable and I expect a 50% refund for the delay in delivery, the poor quality of the library which broke as I tried to lift it from the ground and the default of the desk.

On Sept 11, 2021 I have submitted a service request in store at the 401, 2625 B weston road, a technician came to assess the situation, however since then no further updates on my furniture. My coffee table I had only one year and it's defective my dining chair is also broken and I have been waiting over 2 months and no resolution. At this point waiting so long I would rather a full refund. Thanks.

Hi,
My complaint is about the service we just received over the phone. We called the phone number on our bill from the brick. Our dryer knob (timer) won't turn and we basically got told our parts aren't on warranty anymore, the parts are 103.48 $ to replaced we have to wait around 2 week (Dec 7) to get it repaired. As a Family of 4 with 2 Kids in school this wait time is not possible nor should anyone wait this long to wash and dry clothes. We also asked to speak to the manager to see if we can get the parts faster and she said she can't do anything. The dryer is not even 2 years and the manager told us we have no more warranties, that they are only 1 year for the whole machine. what kind of guaranty is that for customer? it's less then 2 years old? what is in store for the future? every little part starts breaking then having to waiting weeks to have a part fixed? I would understand 5 years and up but less than 2 years doesn't make sense.
I also could not place a picture and I don't want to take off the knob to future damage and have any one say its our fault.

Thank you.

King and state have a poor customer service, no proper follow-ups, zero sympathies with clients, etc... we purchased the extended warranty by recommendation of Bricks but when our fridge was broken Bricks did not do any assist and KING AND STATE simply said the first technician appointment is in 3 weeks, when I spoke with their manager SHENIS she simply said I have no time to hear your problems and hung up the phone on me.