The Brick
Reviews and Complaints

Order #: 0818955CIXC

I have been following up with the store (Newmarket, Ontario) where I purchased my sofa regarding my warranty claim request and no one is calling back or fixing my sofa. It has been over a month and I am still waiting for your team to fix it.

I really frustrated and annoyed by this whole process, I feel like I am defrauded and was tricked into buying this extended warranty. I have already served the consumer protection act notice to the concerned store from where I bought this sofa and I am serving it to your team as well. Failure to resolve my issue within 3 days will result in submitting a formal complaint to the court under the consumer protection act.

I ordered a fridge in early September 2020. I was told a six week back order. It is not almost June 2021 and every time I call the eta gets changed to a month later. Are you really having this long a back order or are you just fridges to people who scream the loudest ? Also I bought this due to my fridge not working and lived without a fridge for 4 months until I had to call a repair person to fix my old fridge . I have received no calls from anyone at the brick at anytime to tell me the situation I have had to call myself. Also this is currently still on my credit card . I would like to know what is really going on here ?

I've been having a back-and-forth with The Brick for the past month regarding an item I ordered online. The Tiger Claw computer desk that I did not receive due to Purolator losing the item. I've had conversations with Purolator several times where they told me they have exhausted all of their resources and are unable to locate the item. They even told me to tell The Brick to contact them which I have done. The Brick 401 and Western Rd is aware that I did not receive my item via the tracking number they provided me and refuse to send me out a new computer desk or provide a refund. According to them they're waiting on Purolator to do an investigation which has nothing to do with me. I spoke to the manager at the 401 and Western Rd location and I believe her name is Kayla and even though they're aware I did not receive my item, they still refuse to give me a refund or have a new Tiger Claw computer desk sent out to me because according to them they are still waiting on a Purolator investigation. The Brick is leaving me in limbo with me not receiving a computer desk nor receiving a refund. I've been talking to the same location for the past 3 weeks only to get the same answer which is that they're waiting on Purolator although they know I didn't receive my delivery. They even went as far as telling me to contact the manufacturer and I told them I ordered the desk from The brick and not the manufacturer and if you were aware I did not receive my item why is it so hard to send out a new item or to provide me with a refund.? This experience has left a bad taste in my mouth and I would not recommend your company to anybody. I also do not want any future dealings with The Brick. I contacted my credit card company today to reverse the charges due to me not receiving my product.

Hi,

I purchased my Samsung washing machine from 'the Brick Canada store located at Matheson and McLaughlin in Mississauga in 2015. Lennex, the sale person sold me a warranty. I was told by him that if I do not claim my warranty, I can redeem this by buying any item in the store except electronic with the same or equivalent amount. I bought the warranty and paid $199.99 for that. In Dec 2020, my warranty matured. I called multiple times to the store during pandemic situation and asked how can I redeem my warranty.

I was told that I can select any item with equivalent amount, provide sku # of the item I need to purchase, so they can process it and I need to come to store to pay the difference, if there is any.

I came to the store with the details of the product I wanted to buy. The sales rep. verified my papers and processed that order in the store for my white cabinet cost $299.99. I paid the difference of $149 on the spot. It means I paid $199.99 (warranty) plus $140 (including taxes)

I was told that this is a special order so it will be ready for pick up in May 2021. I called the store multiple times to check the status of my cabinet.

May 14th, I called the store again to know the status of my order. I was told that it will be delayed due to covid19 and stay home ministry order and will be deliver to store in July. I was waiting for my cabinet to arrive.

May 17th, I got a call from Warranty dept. and said my order can not be processed as I have to purchase $400 worth furniture. My warranty will be cancelled and I cannot be redeem my warranty.

When I said, I did exactly what I was told by your sales person. I was told that the person who was processed my warranty and placed order on line for me was a part time staff and may not aware how to process warranty Really? seriously. I was shocked to hear this kind of irresponsible reply.

I requested to transfer this call to to the branch. She did, no body picked up the phone. I called again, left a voicemail for the manager. My phone was never returned.

After some time, I called again. I spoke to some sales person and talked to her at length. She talked to the manager and got back to me with the same reply "we can no do anything". I was told, if I want to cancel my order, I can do so. I will only get $140 dollars refunded (not warranty). In other words I was forced to make a purchase of $400 worth purchase to redeem my $199.99 warranty.

This sales person told me that she will get back to me shortly, I never received any phone call since.

I have been thinking that I was a victim of this warranty scam since beginning. The sales person who sold me warranty did not give me full fact. Once I patiently followed what I was asked to do by the sales rep, after 5 months I was told, I can not redeem my warranty as the sales rep not capable to handle warranty issue?

I wasted my 5 months and still there is no sign of resolving the issue or sign of compensation on wasting my 5 months and mishandling the case.

I also called the head office, complaint dept. Left a voicemail. I have not heard from them as well.

What a poor customer service & lack of professionalism. I have lost my trust. I am truly disappointed.

I purchased two years go my sofa with all others furniture. I purchased full five years warranty. The sale MR Bruno at brick at Marche central told as if ever you claim you will get the same value of purchased. Now when my sofa has leather is peeling. I claim at brick, they called me they are not giving my full warranty replacement. The representative told me (oh you can sell on kijjii or give to your told you will make more money" I am sorry I didn't took the warranty to sell on those websites. This is ridiculous. The brick doesn't want to do there job. Please I didn't respond back otherwise I have to take next step.
This soo frustrating.

We purchased a $1800 sectional couch in July 2020, just a month after my son was born, and we've been battling these bed bugs ever since. Over and over again we send our baby son to his grandparents house so we can spray this couch with chemicals, but the bugs keep plaguing us. We've never had a problem with bed bugs prior to having this couch. It is so frustrating and stressful.

I purchased a washer and dryer May 15, 2016 I also purchased the extended warranty‘s. The sales associate informed me if I did not use the warranty in five years I wouldn't get the money back I paid for the extended warranty $369.99. I called The Brick today May 15, 2021 to find out if this policy was still in affect. The sales associate told me that it would be a credit which is fine I can understand that soul I had spoke to her about purchasing a barbeque with my credit she informed me that part of the policy which I was not told along with the credit that I could not purchase electronics, appliances or the barbeque. That all I could purchase is living room furniture dining room furniture bedroom furniture and accessories. Also I was told I have 90 day to use this credit. All of this was not relayed to me on paper or Verbally at the time I purchased the washer and dryer. If I was informed of this when I purchased my washer and dryer I would not have purchased an extended warranty. As a consumer I do not appreciate what I am told I could purchase with my credit if this does not get resolved and I am not allowed to purchase my barbeque I will be going to the media and getting in touch with the Better Business Bureau. I am a retiree and I am on a tight budget. Also I will never shop at The Brick again.

Date: May 14/2021
Client Number- ww-476277
Item #LSE4611S 30 Slide Range- I purchased this item April 2021, other items included (Refrigerator and Dishwasher).
I am in the middle of renovations we received our order for the 30" range as well our refrigerator. The range remained sealed unopened in its original box until yesterday we realize the Range 30" was not the size we thought we ordered our intent was to purchase a 24" slide in range, the website said 24" but ended with 30".
we then looked at our receipt and it said 30" range
We understand that error do occur, we contacted the brick on your chat which he tried his best to help us but I can't say the same for the store on Kennedy rd in Scarborough, On. We explained the issue we had, no help at all they refused to take the item back cause of the return policy for 30 days they had, the purchase was online due to Covid 19 lock down.
We wanted a credit note to purchase the 24" now with the bad customer service at this location I now want a refund for the range due to the lack of customer assistance from this store.
I asked to speak to the Manager there and they gave all reason not to speak with him/her, I will continue to call.
the 18" dishwasher which is on back order we decided to cancel it due to the lack of assistance and bad customer service.
I Have a transcript to but I can't seem to save here due to format I will show the name of the chat person who assisted me:

Brian Legg Thu, 05/13/21 07:27:16 pm America/Toronto

Hello. How may I help you?
Hello my name is Brian. Thank you kindly for waiting, how can I assist you today?

Sandra Costanza 07:28:31 pm

Hi Brian. We had a stove delivered at the end of April and I just opened it to install it and its not the size we ordered
Ita a thirty inch and we ordered a twenty four inch

Sandra Costanza 07:28:31 pm

Hi Brian. We had a stove delivered at the end of April and I just opened it to install it and its not the size we ordered
Ita a thirty inch and we ordered a twenty four inch

Brian Legg 07:29:04 pm

I can certainly look into this for you. Can i have the phone number used at time of purchase?

Sandra Costanza 07:29:32 pm

[protected]
or [protected]

Brian Legg 07:31:47 pm

ok so I see a Fridge, Range, and 18" dishwasher ordered mid April. The dishwasher hasn't been delivered yet, but the fridge and range have. The fridge is Samsung, whilst the range is LG. Is this the correct order I am looking at?

Sandra Costanza 07:32:02 pm

Yes it is

Brian Legg 07:33:27 pm

Perfect. So the range that is on that order is indeed a 30" range. To the best of my knowledge LG does not make a 24" range.

Sandra Costanza 07:34:10 pm

Ok. But we wanted a twenty four. can we exchange itÉ

Brian Legg 07:35:14 pm

If it is the wrong item, or it does not fit for the intended space, then yes we can indeed do a reselection to another range.

Sandra Costanza 07:35:55 pm

okay I looking for the 24 in range

Brian Legg 07:35:59 pm

I will take a moment to let you know that 24" ranges are relatively rare, meaning your choice of brands, features, and colors will be severly limited. And they tend to be special order and can take some time to come in once ordered.

Brian Legg 07:38:33 pm

I'm not sure where the confusion was caused, as that model doesn't come in 24". The dimensions are listed amongst the product description just incase. But in any case, lets see if we can find a 24" range that suits your needs.

Sandra Costanza 07:38:55 pm

Ok I understand. If you dont have one in stock, can we cancel the range and return itÉ
Ok

Brian Legg 07:39:50 pm

Let's first see if we can find you a 24" range that works. An exchange is much easier and convenient for you at this stage. Let me get some information from you first:

Sandra Costanza 07:40:01 pm

ok shoot

Brian Legg 07:40:42 pm

Do you care what Brand we go with?
Did you have a color preference: ie white or stainless steel?
Are there any features you want specifically: convection, slide-in, glass top, etc?

Sandra Costanza 07:41:23 pm

Convection, stainless steel, dont care about the maker

Brian Legg 07:41:38 pm

Coil-top or smooth top?

Sandra Costanza 07:41:49 pm

smooth top

Brian Legg 07:42:17 pm

Alrighty. That should be all the info I need for the moment, give me a few minutes to track down what we carry. I'll also see what stock levels or wait-times we will have for these as well.
Sandra Costanza 07:42:27 pm

thank you

Brian Legg 07:46:02 pm

Just another minute or so. Going through the last few options for you.
I thank you for your patience. It took a while to track down what 24" ranges we have available. And the list was painfully unhelpful.

Sandra Costanza 07:51:25 pm

thats what happeened to us when we searched online for the stove,

Brian Legg 07:52:51 pm

I do not have anything in a 24" range that matches the criteria you are looking for at the moment. My first suggestion would be to contact by phone the local Scarborough Brick location, and explain to them what happened. It will be up them to decide whether or not to return the range, as it's outside our usual return policy window. But explain to them this was a web order, product is wrong size, and they will look after you from there.

Sandra Costanza 07:53:35 pm

Ok then. Ièll contact them tomorrow
why is it outside your return policyÉ

Brian Legg 07:54:24 pm

I'll update your invoice with the relevant comments so they know what we discussed. You are also able to get this chat conversation sent to your email incase you need it for your records.

Sandra Costanza 07:54:54 pm

would you send it to me please...[protected]@yahoo.com

[protected]@yahoo.com

sorry

Brian Legg 07:55:23 pm

Our return policy on appliances is 48hours from the date of pick up/delivery.

Sandra Costanza 07:55:54 pm

Were renovating and thats why we didnt open it til today. Its still in the box

Brian Legg 07:56:47 pm

It should give you the option of saving this chat log to your email upon closing this window. But I'll send you one as well from my work email [protected]@thebrick.com

And it still being mostly sealed is a definite positive. Let the Scarborough brick location know that as well. In the end, this comes down to the fact they have to make the decision on this one. But I'm positive we'll do our best to take care of you with this one.

Brian Legg 07:56:47 pm

It should give you the option of saving this chat log to your email upon closing this window. But I'll send you one as well from my work email [protected]@thebrick.com

And it still being mostly sealed is a definite positive. Let the Scarborough brick location know that as well. In the end, this comes down to the fact they have to make the decision on this one. But I'm positive we'll do our best to take care of you with this one.

Sandra Costanza 07:57:24 pm

AOk Brian. I thank you for your time.

Brian Legg 07:57:42 pm

You're welcome. Have yourself a wonderful night.

You archived the chat
07:58:19 pm

Duration: 33m 8s

I had ordered the Kate Bed a year ago and this year decided to splurdge and get the matching bedroom set. I ordered the chest and the dresser along with two night stands. When my order arrived the chest and the one night stand were broken. After getting tossed back and fourth between the ordering store and the delivery store about who I needed to contact, it took about 3 weeks to get my replacement. Once I did, the chest came in even worse shape then the first time. I asked for a replacement and it is going to be another week at the earliest! This is getting ridiculous and I really would just like my money back. If it gets damaged that easily in shipping and receiving I cant see the product lasting that long anyways.

To whom it may concern:

I am sending this email out May 4, 2021 and regarding the above.
I ordered this piece of furniture on line and it was Hitan Trehan I spoke to.
His number [protected].
I was not to received my sectional until July1 but I was called the week of April 24 and delivered that day.
It came from the Hunstville store and delivered in 3 pieces and my family and I put it together.
As we were assembling the cushions we saw where a zipper was broken and filed sent an message within 3 days as they stated.
I sent the message on April 25 and I feel I have been getting the run around.
Hiten Trehan told me I had to call the warehouse because that is where I ordered it from.
I did get a called from a lady on Saturday telling me I had to deal with Huntsville or would I settle for a discount.
I paid the 400 dollar fee for protectiion and now I am asking for compensation or a new cushion
I did send pictures like I was requested to do and not sure why this is causing so much unncessary work.
I would appreciate an answer to this as soon as possible.
Thank you.
Theresa McInnes
[protected]
[protected]@hotmail.com

Sales order no. 04181H3RJUK
Reference No. 04181-10-RNOH
Payment date April 18, 2021

I bought a Samsung Washer at The Brick in December 2016, bought the extended warranty that was good until December 2020. The metal around the soap dispenser is cracking and full of rust. Rust dust and metal parts are falling inside the soap dispenser, being sent on the clothes and who knows where..

I opened a claim with King and State and they say rust is not covered even if it's not stated anywhere on their brochure or fine prints and they can't fix rust. I told them they can replace parts or the machine but they don't care and just hung up on me. From what I read online, this seems like their normal operating procedure and Brick doesn't care.

I bought a fridge and a dishwasher in January, 2019. I came in there and told the sales person specifically that I'm looking for the said appliances that is going to be used for a daycare. They offered different options and decided to buy a Samsung Fridge and Dishwasher. This February of 2021, the dishwasher broke down. I called King and State and had us wait for 2 months and finally said that they only do repairs on residential homes. Since it is in a business, they cannot do anything about it anymore. I called The Brick Warranty Claims and they told me to just call the specific store where I bought the appliances. All they offered was for me to get the the warranty money back and nothing else. I told them, I am not interested in getting the warranty money back and all I want is that they repair or replace the dishwasher. They told me that the issue is that its in a daycare and that the sales person that helped us was not aware of these things. I told them its not my fault and I was very clear and transparent to them on where the appliances are going to get used. That because of that untrained employee, I am the one loosing money because they sold me a dishwasher that broke down after 2 years. I want it repaired or replaced so I get my money's worth of the dishwasher. I spent $2200 for both appliances and now they're giving me $300 for nothing, not even enough to buy a brand new dishwasher. They're offering me a good deal on a brand new dishwasher and I told them I don't want it because I am never ever going to purchase anything from them ever again. This experience is the worst and I am going to make sure it my family and friends that the Brick is the worst!

I had purchased a sectional sofa in December 2019, which was delivered in January 2020. Along with the sofa, I was sold the furniture warranty separately.

I was clearly told by the sales representative that this warranty covers anything and everything including Spill on the upholstery fabric, sagging of the pillows/backrest/sofa seat and any other wear and tear on the sofa. This is the reason I had purchased the warranty for an added amount from the store. I was clearly told by the sales representative that this warranty includes either fixing the damage on the sofa by The Brick or replacement of the sofa, incase they are unable to fix. I was also told that I could claim the warranty as many times, whenever there is an issue with the sofa, within the 5 year purchase period.

I have issues with the backrest and sofa seat as of today as they are already sagging within 1 year from the date of purchase. I did log a warranty order to fix the same and now I am being told that the warranty only covers the panel of the sofa and nothing else. This is a shear scam as I was sold the warranty with a different commitment and information and now a new piece of information is being shared.

A personnel from Customer Care called me today, and i asked the person to escalate this further, as at this moment they are unable to solve my problem with the warranty commitment that was made. They are just saying "Sorry for the inconvenience" and sharing warranty document with me now. I wasn't shared these documents during point of sale for review. I was given a commitment that the warranty process with the Brick is very smooth without issues and now i am getting a totally different response from them and totally different piece of information.

I would like to escalate this further and either get this sofa fixed under the warranty, or a refund of my purchase.

Regards
Sahildeep Singh
[protected]

Hello there,

I am hoping you can kindly help me to get this resolved asap.

I recently purchased a new queen bed frame from The Brick. It's been about a month of sleeping on the bed and the bed has already broken. The support for the bed is being supported by cheap wood and the metal piece in the middle has broken. I am a single skinny Male, who is a light weight 140lbs and for no reason should my new bedframe break after a month of purchase.

This is my first real purchase with The Brick and I did get the warranty. Instead of replacing the whole bed frame, I would like for The Brick to replace my inner Bedframe---the metal bedframe seperate to the bed that's located inside.

I do not want the same wood bedframe for this bed which is wood slots. If I get the same inner bedframe it will only break overtime. I am asking for my warranty to give me instead a all metal bedframe.

This should not happen after just one month and I'm hoping you can resolve this issue. The metal bedframe alone goes for 79.99. My original purchase was for $699.00 after tax.

I would like a free metal bedframe for 79.99. I believe it is fair. If this matter is not resolved I will be very unsatisfied and will have no where to sleep.

I look forward to speaking to a manager or someone who can best help my situation.

Thankyou.

Rodolfo

[protected].

Ordered a couch and love seat in October 2020. Was told 4 to 6 weeks. Order was delayed was to get before Christmas. Delayed again was to get by end of January. Finally was in the warehouse the 2nd week of March. We were out of the country and were unable to receive a delivery. Our son was 2 weeks quarantine. Back in Canada 4 weeks after the proposed mid March delivery to find out that the Brick would only hold our couches for a week. Sold our couch to someone else. After being told that they would hold our couches no problem. Now we are being told we should have our couch and love seat in 4 to 6 weeks. Ok the first order took 5 months to get to the warehouse.

We have had 5 visits from repair men to fix our dryer going back to March of 2020. Still not fixed. King and state says they do not have record of all these visits. Why not? In fact they had a previous address on file from 6 yrs ago. The repair men have been here 5 times already, and they don't have record of it, but they do have record of a previous address? Its been over a year that we have been trying to get this dryer fixed. Last visit was March 9 2021, he said it would be a week to get the parts. Its 5 weeks later, and no phone call or any contact from them. The repair guy wasn't even sure what the problem was and said he would order parts for 2 potential issues. Now our dishwasher isn't working, and an online claim was submitted, however we have heard nothing! I have called king and state and been on hold for 40 mins 2 separate occasions, with no answer at all! What is the deal? So the Brick sells a non-existent warranty to steal peoples money, and then gives the customers a giant run around?! What a scam and they should be ashamed! We would like a new dryer. The stipulations are if there are 3 visits with no resolution, a new appliance is provided! I guess thats just a way to get the sale completed.