The Brick
Reviews and Complaints

I am so frustrated and disappointed in the level of customer service I received from the brick. It's absolutely horrendous!
I bought a bed from the brick Sep 2020. They told me I can pick up my bed in mississauga in Nov. The date kept moving several times before I finally picked up my bed in January 2021. I didn't fuss because we are in a pandemic. After having the bed for a month, it broke. I called the store at weston road and highway 401 where the transaction was done to report it to them and arrange for a replacement part or an exchange. I was told to bring the entire footboard and slats back to mississauga. When I got to the warehouse I was told that they weren't doing any exchanges at that time. Now I have to return home to Toronto and store the broken bed, dismantled bed in my bedroom and sleep on the floor. Around April 2021 I went back to mississauga and exchanged the footboard however when I got home, it was missing the parts that were broken in the first place. I called the store to inform them only to be told that I would have to go back to mississauga and exchange the footboard again. I refused because I do not own a van big enough to carry a king size footboard. Each trip to mississauga I have to get a van to carry it and get people to move it in and out of my house. They finally agreed that I can come in to the store and they will try to find the broken part that I need so that I didn't have to go back to mississauga. That didn't work out. I was told that another exchange of the footboard might take a few months so I should choose another bed. Jul 2021 I went and chose and bed and was told that it was more expensive than the original bed so I paid the difference. Aug 2021 when the bed was delivered I noticed that it was the wrong bed. I went back to the store and I was told that someone had put the wrong tag on the bed I chose and that was why the wrong bed got delivered and that I needed to pay additional money for the correct bed. I refused. I then told them that I no longer wanted any bed from them and they needed to pick up their bed that is taking up all the space in my bedroom and refund the cost of the bed. They refused. They told me that I would have to take store credit. I don't know what I would do with store credit since I needed a bed and wanted to go elsewhere to get a bed so that I don't have to sleep on the floor any longer. It's now Sep 2021 and not only am I still sleeping on the floor, I am still storing the wrong bed in my bedroom. I have no space in my bedroom because of this. The brick has not taken any responsibility or apologized to me for any of this. Instead I was told that that the brick has many lawyers and a lot of money if I decide to take this to court. This is how the brick treat its customers

Hi my name is Cheryl Mcmurray my husband Peter and i ordered a new frigidaire fridge in July 2020 from The Brick in Peterborough, Ontario and were told at the time that there would be a delay because of covid 19 with manufacturing and we took delivery of the fridge in November . We were away for a day in August of this year only to come home to our fridge freezer totally thawed and fridge blowing hot air we had to dispose of the contents We called the brick immediately that night only to be told we had to go through the manufacturer for warranty issues for which i then attempted to contact for 2 days only to constantly get the recording we are experiencing long wait times please call back another time. I then emailed frigidaire directly for which i was emailed back saying someone from frigidaire customer service would be contacting us directly within 3 days for which we are still waiting ! To hear from someone from frigidaire. I then called back to the brick warranty dept and spoke with another individual who informed me that it is the brick's warranty dept that would be dealing with the issue, which we should have been directed to in the beginning. On August 18th, 2021 a service representative from Trans Global Service came to look at our fridge ref# 8449792 and we were told that the compressor would have to be replaced and that he wouldn't know until the fridge was totally dismantled and if there was oil in the lines the fridge was likely toast. When asked how long before he thought before the part would take to come in only to be told a week maybe or up to a month! We are now a month still waiting on a call to say the compressor is in. On August 19th the day after the service call the fridge totally shut down nothing is working on the fridge it's totally dead. On August 24th spoke again with warranty dept./service to ask about a timeline again for repair and to clarify if they were going to send someone again to assess the full problems with fridge being it's more than just a compressor issue and was told no. So here we sit now a month and a half no refrigerator. I feel the customer service we are experiencing from the brick is unacceptable and feel that after being a long time customer of the Brick (30 years) we will definitely think twice before purchasing another item from the Brick.

Invoice #0911136CDPQ LISCM34772

Hello name is Melissa Lische [protected]

Saturday August 21 2021, paid by flexiti in the amount of 2241, 89 $. For a luxury firm king size matrress set and bed frame.

my husband and I walked in to purchased a firm supportive mattress. We tried several that were way too soft and she directed me to the most expensive beds [protected]. I tried them all and ultimately settled on the luxe firm black Sealy. I was concerned about it not being supportive enough once I try it out as I need a supportive bed. She told me that wasn't an issue, explained the policy for comfort care and I was ok and said I'll take it. It was 2700 on sale and I said yes. She told me she's not sure if its available and thinks it might not be. so she went off to check. she came back and said it was available 2 weeks or so arrival, I said fine. we were extremely patient it was very busy that day.

When it arrived we put the frame together after work on the 7th, and I had to work until late on the 8th, so we didn't have the energy to deal with it.

First night trying the bed was on the 9th and 10th, I didnt sleep and had horrible back pain. I kept complaining about sinking. I told my husband theres something wrong with the bed, I was in tears from pain. I sat up and he told me im sinking like in the showroom. I then realized maybe they sent us the wrong mattress. He said lets go back and ask.

We went back to the show room to explain/ask what happended?
She then went to her manager to "explain" or so I thought.

She kept on coming back with prices? I said what is this?

I refused every offer she came back with, getting so confused. I then noticed the bed I bought was 2700 and the bed I was sold was 3400 (regular prices), I then got really upset and realized she sold me a bed that is alot more, than what I bought.

At this point I wanted to solve this, and she was adamant that I bought a soft bed. I cant sleep on a soft bed for one night - I would not spend money on that, this is now crazy. I need a manager please I told her.

I followed her back towards an office and heard him say "no, absolutely not, get rid of her. She wasn't the exchange she has to pay!" (in french)

OK now I understood. she did not tell him what happened. I simply spoke up and said "sir this is not an exchange, I didn't buy this bed".

he then called me into his office and when I explained it seemed he didn't believe me. He was rude and belittled me. I worked in corporate for years and have never been insulted by someone like this. He said i'll give you the benefit of a doubt you just have to pay - $ 80+15.

I refused. I paid for something else and now I just came to find that I paid for the soft 3400 bed and he will just do a straight exchange if I give him more money? Im being robbed now?

I simply stated now that he understands the situation and now that I am aware of how much money I was overcharged and what happened and that Im not paying for her mistake - just make it right.

I got upset and said just check the cameras and see what bed we chose, we were laying on it a few minutes and sitting on it, pointing to it.
This will all be over. I'm not asking for anything free.

If she had not made this error I wouldn't be back at the brick, I would have paid for my bed and received it, would be sleeping in my new bed. not bothering you about this.

He said "are you trying to ruin her life?" what kind of question is this?

I just want what I bought, or take it all back.

They refused to tell me the price of the mattress that day. I asked him 3 times and her 3 times, at that point I was just angry. I refused to pay another dollar, and told them I'm leaving. They said fine you don't have to pay a thing. I'm sorry but I'm now paying the price for something else? I walked in on Saturday because of a sale a mistake?

She said she sent the receipt, but didn't receive a receipt, asked her to verify email. it was wrong again. she corrected my email address and didn't send email. I then asked her to print me something. I didnt want to leave with no confirmation of this interaction.

im receiving flexiti emails, but she couldn't get my email address 6 times she asked throughout and it was wrong and told me she would never make a mistake with the bed.

The original invoice had a code, it didn't say luxe firm or soft otherwise I would have caught it.

I've shopped at the brick my whole life because of the quality and service, its a name I've always trusted. I bought a sealy posturpedic from you along time ago and was looking for a bed exactly like it. best bed of my life. I know you would exchange the bed if I was unsatisfied, that's just not the issue here.

I hope this can be handled reasonably or will be contacting consumer protection to start a file and would also contact flexiti about reversing charges, as its completely crazy I'm told I purchased a giant sink hole bed - never in my life...

Thank you for your time.

Melissa Lische - [protected]

We purchased an Arlo Chaise 6 days ago, picked up ourselves, it was wrapped in dirty plastic. Got it home, and placed it in its spot. Upon a couple days of looking at it we noticed one side is quite discolored (at first we thought it was possibly shading from the light..took it outside and it was not that). We took pics and went back to the Brick, Newmarket. We spoke to customer service who agreed after seeing the pic that the piece of furniture was flawed. Our sales man Daniel and the Manager Joanne Ding would not even look at the photo. We were told due to their 48 hour no return no exchange policy they would not even consider replacing it for another that was confirmed to be IN STOCK! We were also told that due to covid and it being in our home this also played a part in their non return policy? We were never told nor was it explained to us their 48 hour policy for returns or exchanges. It is extremely disappointing for a company as large as the Brick to not even exchange an item that definitely warrants a replacement. We weren't asking for our money back, just an exchange to correct the issue.

I purchased my LG fridge just over a year ago. Came home from vacation to discover my fridge freezer and water has stopped working. King and state sent someone to fix it. They were extremely rude and spent 4 hrs at my home but didn't fix anything. I was told a part would be ordered but then told it is unrepairable and we got a credit. Got a credit for $300 less than what we paid for the original fridge. We have sold our home and now are trying to receive our credit so the buyers of the home can get a fridge which is a part of our legal agreement with the house sale. Countless emails and phone calls but yet I get a brief response but no clear answer. I will never use them again and will be sure to blast it on social media.

I have been waiting for a repair and parts since March of this year, no reply from anyone. I was told parts were delayed due to Covid 19; however I haven't even had a curtesy call or email to inform me that I haven't been forgotten.I have had a service repair man come to my home look at the appliance and tell me he needs to order parts, this was sometime ago, what is happening at this point? I would like someone to contact me.

Nancy Derange
[protected]

The delivery guy broke and damage my wall, didn't unpack the whole fridge. As outline on the purchase it should be installed and the guy didn't installed. Basically he just hock the hangers and left.

Order #08091EALBJX
First off we never received the call or email the night before to give us a 3 hour delivery window. I called the Chatham store at 10am this morning where we purchased our bed and mattress and was told it would be delivered between 10am-1pm. Then we received a call from the Sarnia location right after 12pm to say our delivery was scheduled between 1pm-4pm. I said this isn't right l verified the morning delivery with the store as well as the delivery tracker online. He said he didn't know why. So l had to call in sick and lost $250 in wages to stay home and wait for the delivery. They showed up at 3pm and l was expecting them to set up the electric bed as l was told l paid for full set up delivery just like Teppermans. The delivery guys said due to Covid they are only allowed to drop off items and leave. Between this order and other stuff we purchased in store and took home was over $4, 859.00. (Other order #08091EALFCU). We spent alot of money and no one seems to care about the screw up on the delivery or the fact it wasn't set up on delivery. I complained to the Chatham store manager about the delivery and there was nothing he could do. I also complained through Facebook to the online chat and they didn't seem to care either. If we can't come to some sort of resolution l will post my frustrations through social media and will never be a customer of The Brick again.

Plz call me back ASAP...dealing with a defect sofa set and need reselection options- store has only offered very pity credit...And Store Manager Kim is not client friendly to have a conversation with...I need to have this matter resolved...plz call me at [protected].
Thanks...I am expecting to have this resolved- can only limited pictures on this App- I can email more pics If required...

I buy a new machine the 6august 2021 delivery the 10 august 2021 try the machine the 15 august 2021 the machine not working the roter inside not working call ge to fix the machine have to wait 24 to 48 hrs for somebody to call to have a appointment no nobody call back again same answer wait to somebody, go to the store in Laval the answer can't do nothing it is a new machine

To whom it may concern,

I would like to place a formal complaint against both The Brick and the appliance repair company that they are affiliated with, Ateliers G. Paquette Inc in Montréal, Quebec.

I purchased an extended warranty on the 5 appliances that I purchased from the brick in 2017. One of those appliances completely stopped working at the beginning of July 2021. I followed the required steps to have this appliance repaired under the warranty that I purchased. I was put in contact with Ateliers G Paquette. A first appointment was booked appropriately 3 weeks from the time that I signalled the need for a repair call. My husband took a day off work to wait for the repairman. When he came, he informed us that he required a second repairman so our appointment would've rescheduled. We were given a second appointment 3 weeks later again. This appointment was scheduled for today. My husband took a SECOND day off from work. At 1 pm today I received a call from an employee at Ateliers G Paquette to inform me that a mistake had been made, a second repairman had not been scheduled and so they would have to reschedule us AGAIN for next week. My husband and I both work in healthcare. Taking a THIRD day off in the current situation that we live is impossible. I stated that this was unacceptable as it would be impossible for my husband to recuperate his day of missed work at 1pm, I requested that they own up to and fix THEIR error and honour our appointment TODAY. I was met with complete disrespect, the manager of this company could be heard yelling in the background that I either took the appointment next week or I'd have to wait another month. I asked the employee on the phone to put her manager on instead since she was yelling in the background, but the manager refused to speak to me, stating that she was too busy to deal with me, all the while screaming in the background.

Aside from the lack of respect for other people's time and money, I found the attitude of these 2 employees absolutely appalling. What kind of business yells at customers when they have admittedly made an error that has cost their clients 2 days of work?

I have never been treated so disrespectfully and I cannot stress how disgusted I am. As they are affiliated with The Brick, the way they comport their business is a direct reflection on your company. I will never purchase appliances from the brick now that I know this is the company used for repairs.

I hope we can come to a civil resolution on the matter.

Thank you

Have now been on the phone for 15 minutes waiting for someone to answer. In the past (for many previous repairs of my new appliances from GE), I have had to hold for long periods of time. This time, at least 15 times, I have received the message of long call volumes, etc. etc. 3 times, the answering service returned to the original message (for service in English, press 1, etc.). Someone finally answered and while we were videoing the problem to send to the agent, the call was cut off and we are starting all over again. She did have our number so could have called us back but did not do so.

We're 3 years into our 4 yr warranty with a WHIRLPOOL REFRIGERATOR. The LED lights stopped working in freezer and fridge.
After a 40 min telephine wait, the Brick referred me to an 800 number for extended warranty.
After 15 min on hold listening to repeated messages, I finally understood the online instruction for submitting a claim with King & Country. In the interim I was not impressed with the reviews!
However, Claim process was seamless. Response was indicated within 72 hours.
On day 3, Whirlpool Customer Service called to setup repair visit. 3 days later a tech came to diagnose problem and order parts.
10 days later fridge was good as new!

Am I happy with service?... YOU BET!

I ordered over 15k worth of items from Brick and they shipped me a wrong item, damaged item and I'm still waiting for those item. Not only that I confirmed a delivery date but I didn't receive the item, then I spoke to another customer service rep and she also didn't confirm the delivery date. I took a day off to have the delivery shipped to my home. The Kirkland Brick never answers their phone. It's so hard to reach them. I'm never buying anything from Brick anymore. Such a horrible customer service. All the reps wants their commission and that is it. Very dissatisfied and disappointed.

I purchased a mattress from the brick almost more than one year ago (20 months).
I have some issues with my mattress.like-
I wake up with stiffness in my neck and back beacuse of this mattress.
I can feel my partner ‘ s all movement i the bed.
My mattress no longer comfortable feel like it did when it wan new.

I order a mattress, box spring, bed frame and mattress cover from your website. I order all these things for my son as a house warming gift. I booked the delivery to the store for the Friday before he gets his house. I was informed the order would be ready to pick up on that evening. I was billed my first payment. 3 Days before I was to pick up his house warming gift the store called and said it would not be there in the Friday but perhaps the middle of the following week. I have arranged for the order to be picked up told my son it would be at his house to sleep on and now it isn't. Why would you take an order you can not fill. Promise me the order would be there for pick up. The store I talked to said I should have picked it up immediately when I order to ensure I would get it that was over a month ago. Please tell me why you would promise me an order that does not exist. I have brought many things from the brick well no more. What would you like to give my son to sleep on. This lack of courtesy for your customers is ridiculous. I am extremely disappointed but mostly sad as I can not give my son his promised gift. You are screwing with people's lives shame on you and your company