The Brick
Reviews and Complaints

I bought extended warranty for my washer and dryer. The lid hinge on my washer broke and I'm being told it's not covered I did not break this. I want it replaced and my dryers heat is not working and a technician was to come today but they were given a wrong number Not My Fault .now I have to wait until next Wednesday this is not acceptable. I need it fixed asap. Today was my scheduled appointment and someone was negligent in given the wrong number. I am super pissed Teresa Shannon [protected].

MY ELECTRIC RECLINING CHAIR HAS BEEN SITTING OPEN/BROKEN IN THE MIDDLE OF MY LIVING ROOM SINCE I PURCHASED IT FROM THE BRICK IN SUDBURY ONTARIO.

I purchased an electric reclining chair and it was making a loud banging noise the day after I brought it home from the store. I made the store aware of this right away.

I also noticed that the chair was heavy scented with perfume (we are allergic to perfume at my house so it was contaminated at the store). I called and complained to the store and they took zero responsibility for this. They claimed that I bought a floor model so customers sat in the chair before I purchased it, this is not a smell that can linger on a chair if it is sat on during a store visit. I speculate that it was preowned or a member of staff was very comfortable on this piece of furniture for an extended period of time.

The reclining feature of the chair has now stopped working completely - this was only 3 days after purchase.

Since then I have called the store in Greater Sudbury three times. I once had a staff member tell me that a technician would call me to make an appointment. This never happened.

I called a second time and explained the situation and was promised by the woman on the phone, that she would look into it and get back to me - this also did not happen.

I called a third time and spoke to the same woman who told me that she would let a manager know about the situation and that someone would call me back - this also did not happen.

I then registered a warranty claim online and received a confirmation number but did not receive a call for a technician to look at my faulty chair.

So I went online and spoke to a chat representative who looked up my phone number and said that she sent a call for a technician to contact me - I am still waiting.

My frustration with this business is extremely high.

I purchased the warranty for the product and they are not keeping their end of the bargain. This is unethical.

expected. The driver spoke to his compatriots in his language and they both decided the sofa would not fit going downstairs. He however said if I signed a waiver that should they damage the walls then they would not be liable. I
stated that I was not confident that they would be diligent in taking the product downstairs without damaging the walls so they should take the product back, The product was rescheduled for the next week . I shared my concerns and asked that the same drivers do not come to my home again. the product arrived and was worn and torn and worse than the one I currently have. I asked that it be returned and I would deal with the store. I went to the store a 3rd time to try and resolve . It has been 2 weeks now and I called yesterday was put on hold for 24 mins finally the staff person came back and told me she would call me back as the notes stated the situation was resolved.
I am still awaiting a resolution 9 months later

I purchased a couch from the Brick In June of 2020. The couch is an absolute disappointment. It squeaks every time you sit down on it and the cushions sag! It feels like you are sitting on the frame of the couch. I reached out to the claims department on Sept.22, 2021 and NEVER heard back. I finally contacted customer service on Oct.4th in regards to the claim. To my surprise… the claim was closed! Re: the manufacturer warranty expired in June. After spending thousands of dollars on a couch I would expect a better quality product. Not something that already needs to be replaced after a year! I will NEVER purchase or recommend any product from the brick again.

this has been so wrong on many levels I get a set of table and chairs top is broken 2 chairs are stained and one has a leg shorter then the other 3 so it rocks because I can, t wait another 5 to 6 weeks I get charged 90 dollars for a restock fee and now I can, t get my money back till I go down to whitby because it was on my visa card .i spent a fortune since july 1st at the brick so you all need to know this I will get my 90 dollars back as I will call my Lawyer when I am home and have all of my paper work... I will pay him before you get the 90 dollars shame on you a big corperation who steals from the little guy ...wow is all I can say and shame on everyone who reads this and thinks it dosn, t matter.. Kathleen Ballik

On August 27, 2021 I purchased a fridge from the Brick, Newmarket. I was verbally promised delivery on September 20, 2021 and when no contact or delivery was made I contacted the store who reverted blame to the manufacturer. I insisted my relationship was with the Brick and they owed me the duty to inform me that delivery was not being made that day. They subsequently promised me delivery today. I called the store and was connected with the Operations Manager, Joan Ding who was curt, short and rude to me. I needed to repeatedly ask what could be done for me. She indicated I could take something in stock currently but could not tell what was available nor willing to assist me. She was curt and rude and verbatim said "If you want me to repeat it one more time" and "I have already explained this to you". I informed her I felt she was being rude and curt and that I was the customer experiencing two days of non-delivery.

I boght a Samsung fridge from Brick (Whitby) in July 2020. Few weeks ago it stopped making ice. It dispenses water but no ice.
I contacted their extended warranty provider King and State on the September 20, 2021 and filed a claim. The website message said we will be contracted within 72 hours.
As there was no response from the King and State filed another claim on the September 24.
Received an email on September 25 asking for the Brick invoice though I have provided all the information. Sent them a copy of the invoice.
Sent anther email on Saturday asking for an update.
No response.

Seems there are several complaints on this topic already! Never had bed bugs until i purchased this head board upholstered gray with a velcro backing.

I noticed one bug today and was shocked! I immediately put it in a zip lock bag to use as proof. Well today i peeled back the velcro backing and there were several bed bugs! omg i have major anxiety about this!

I'm contacting the brick to advise them. I had even purchased an expensive bed bug cover to protect the mattress! I want my money back and to be compensated for the expense of having to get an exterminator plus costs to prep my condo and to stay in a hotel for several days!

Also filing a complaint with the BBB!

We will have our sofa paid off this December but are very dissapointed with the fact that no one hardley ever sits on it except for one person and the coating wore off shortly after we bought it. My husband went to the store in Brockville Ontario and told them about it and they said that they would come over check it out and there was a no show. Someone needs to do something about this very expensive sofa it should not be looking like this and we bought a matching love seat and the coating has not wore off of it. You need to make this right! We had another Leather sofa before we bought this one for over 12 years and the coating was still good on it the day that we bought our new one from you! The coating is still wearing off on the front as time goes buy and no one is sitting on the other end hardley ever! The Sofa is black and in the picture it looks like it's brown but that is wear it is wearing off! We need this to be made right!

We ordered the Grace Queen 6 PC PKG on the 18th April 2021. All of the package arrived with the exception of the footboard and the support rails. The footboard, and support rails where to arrive in June, then July, September and now December. On top of the delays, the associates only provide us with information on the purchase when we call to inquire. Should it not be your sales people contacting us to inform us of the delays? If it does indeed show up in December, that's 8 months after purchase, we might receive our bed, and be able to sleep in it. I'm beyond tired of not sleeping in the bed we purchase and I don't believe this to be acceptable in any manner. I want the foot board and we have seen it on sale in local fliers, a friend purchased the product after us and have received the full package. I would like a proper explanation why this is a tough ask for someone to continue to wait for a product that was purchased half a year ago and counting with receipt of the full product. My next email will be to the media and the BBB about the ongoing dealings with the Brick.

Since the appliance was bought we had nothing but issues. They sent us a defective fridge, they replaced it. Heard samsung fridges ice maker and doors have ongoing issues. Ice maker issues can't be resolved. It's a common thing with samsung. We bought extended warranty for peace of mind and still issues.
Please help I have a number of times spoke to a manager, she said they can't replace the fridge.

Horrible customer service from my Brick location. Microwave stopped working and I've scheduled three different appointments for a technician to show up and he's been a no show. The agent is unable to do anything but send an email and they cannot provide any sort of update or guarantee that the technician will show up. This is completely ridiculous as they has no regard or respect for their customers times. The Brick should be able to do more to provide customer satisfaction.

We purchased a new samsung television from the Belleville location, September 15th. It was delivered to the Peterborough location for pickup.
A warehouse employee helped to load the television onto our pickup truck -and it was secured while in transit. The television was set up at home a hour later, it looked beautiful until it was turned on. We noticed a rather big flaw inside the television that distorted the viewing on the screen. We contacted the Brick right away to advise of the damage, and was told its not the Bricks problem, we need to call Samsung directly. Samsung flat out said No its the Bricks problem, they need to request a return authorization from Samsung, to get this television returned. The Brick refused and again said its up to us to deal with Samsung. We have not been able to resolve this issue, the Brick will not refund or replace the television, and Samsung is of no help. I'm not sure at this point what to do, other then perhaps going to small claims court. I'm hoping this is not the resolution needed. -Please contact me at [protected] Patty Bryans the invoice number for this purchase is 091514LTSIP

I bought sofas from brick March 2019, with 3 years warranty, a year after the sofas started piling off, I made complaints immediately just like I'm doing now by sending my complaint, and up to date no response. I'm not happy about this, please give me quick response to this .

Do not buy from The Brick. I took a day off of work for a delivery coming TOMORROW! Throughout the day I received a text, an email, a phone call and yet another call all confirming my delivery. At 7:04pm I receive a call from The Brick at Upper James. They notified me I won't be getting my order tomorrow. They said that the tv has been broken the entire time and, apparently, no one looked at some slip or paper that was on top of it, under some tank, in the store. They said there is absolutely no way they'll be sending me a tv tomorrow and that there's nothing I can do about it. Basically, too bad. She did say I can go up there, at my own cost, knowing I took a day off of work and she can "try to work with me on the cost of another tv". This is the WORST customer service I have ever experienced in my life. I'll be reaching out to head office, bbb and any other outlet I can. I will be returning ALL my items and expect a FULL refund (including my deposit of over $500!. I wouldn't want anyone to have to deal with a company like that. Abysmal customer service! I couldn't imagine I'd they tried this with my elderly Mom! I'm floored! I'm also still waiting on half my bedroom furniture. I made the purchase in August. It's mot September 21st. Absolutely insane.

We ordered a KitchenAid dishwasher Brick Order Number MON 11-JAN-2021
Brick Order Number 011115AVGJA. Paid in full. Original delivery was to be 1/17/21. We still have not received the dishwasher. We were having regular communication with The Brick in Orangeville with our order being hopefully delivered end of Aug. Last communication was Aug 10th. We are nearing the end of Sept and we still do not have our dishwasher nor any indication when we will receive it. Yet upon looking at the website Brick again has the same dishwasher for sale with an indicated delivery date of Nov 11, 2021. The Brick has had our money for over 9 months now. We cannot go with any other dishwasher for a number of reasons. Please help us get our dishwasher.

About two months ago I bought sofa set from brick la salle, at first I ask them to check the availibilty in the stock, they said it is available and My delivery date was 16 aut, they bring one part of sofa and promise to bring other part in 23 aut, but again they change the date to september and then to october, I went there and called many time but each time they saide we will check and call you back but no one called me, after recivieng the hole money they are not longer responsible to their customer, I wanted to change the sofa with one available one but they said it is not impossible because I recived one part, yesterday I went there and finally they said sofas are in the stock and are reday to delivere in 21th september, But to my disbelief, I received an e-mail today stating that sending the furniture had been canceled due to the fact that the factory had not been sent, and I can go to the store to buy anothere things or refund, Can u belive it?!
I would never recommend buying Bricks to anyone