The Brick
Reviews and Complaints

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.

Last October I had a dishwasher installed, the installers damaged my hardwood floor, they admit it. Quick Contractors could not find anyone to fix it, I did, got an estimate for them with me supplying the wood as it had to match or it would have been VERY expensive. They have finally come back to me after I did all of the work with a "depreciated amount". I also need a plumber to take the dishwasher out again and put it back, I don't know how.
They came into my home, damaged it, tried to hide it, tried to send some men that did not know how to repair it and did more damage.
I was so fair with them, got 3 estimates as they couldn't or didn't, said that I would supply the wood but I need a plumber. They stopped answering my calls after polite responses with not solution and then they ignore me. I have about a $1800.00 claim they need to fix, but they ghost me. I have 2 claim #'s. 1164621 and 6919531. Nancy Nowakowski and Alexandra Wendell both ignore me, Tyler Davies has tried to help to no avail.
I buy from the Brick as does my Family. I really need you to help me.
This is the short story, there are photo's and a long trail of emails.
Please help me.
Avon Tougas
[protected]

I bought an adjustable bed with mattress, I couldnt sleep so painful and uncomfortable, I exchanged for a regular mattress they said it would be fine they wouldnt let me exchange the adjustable frame. I tried another mattress it was sloping on both ends it wasnt comfortable. They wouldnt let me return it. I was never once told by the sales person it was non refundable or exchangable Then I had to email someone about measurements waited weeks, she said no exchange even on mattress but the store did exchange mattress but not the base I wanted a regular box spring The bed felt food with box spring but never the same with the base. I havent been happy with my $4000 bed from the start! Then sales person talked me into the very bad warranty policy extra money and they wouldnt cover anything when I lost my JOB! They didnt cover to repair my leather couch the customer service was terrible with them and it took forever to cancel it! SO i wasted more money there! I ended up with a credit because the new mattress was less. But then they lost my credit they had made 2 accounts for me! Finally a manager found it. Then this week I ordered a shelving unit to use my credit of which 2 people there told me i had $130 to spend. They charged me accordingly then they call me to tell me i owe another 25 but they cant explain why except they made an error. They still want me to pay more but it was their mistake. This is the worst customer service I have received anywhere! They dont care about the happiness of the customer they just want your money!

I would like to find someone who cares about an extremely unhappy customer's complaint.

On January 23, 2021:
I paid the entire cost of home appliances for $ 9, 200, after communicating electronically with your sales staff in Mississauga. We have agreed on the basis of strict adherence to the delivery dates, and the salesperson there, Nazia, assured me that we have plenty of time and the delivery will definitely be as per my deadline of March 25, 2021. This was my only condition before transferring the money. Worth noting, that the sales employee was very committed she was calling me continuously until the payment is made!

On March 1, 2021:
One of your warehouse staff, called and informed me that all items are in stock and will be delivered on time, except for freezer! I informed him of my understanding, knowing that we have been assured by your sales representative, Nazia, that all items will be available on time! Anyhow, I informed the warehouse staff that we will not stop at this item and we are ready to receive the rest of the items as provided.

On March 8, 2021:
The salesperson, Nazia, called me and informed that the freezer won't be there neither the fridge! I was upset about that, and asked her to raise the matter to her supervisor to find a solution. I suggested to provide me with a temporarily refrigerator, regardless of the size or condition, as we cannot live without a refrigerator.
She assured me that she would speak to the manager. For two days I tried to contact her, and she was answering me via text messages that the manager is working on a solution.

On March 10, 2021:
After two days of waiting, a new person introduced himself as the general manager, Nap, called me and offered either to wait or buy other items. (Later discovered that his name is Navid and he is the sales manager)

Of course I was upset, because after two days of waiting, he ignored my suggestion about the replacement refrigerator, and offered me the problem as a solution, as waiting is my problem and he asks me to wait, or to choose other items, simple as this! Finally, I agreed with him to select an alternative, but he said this will not be possible at this day, and I have to wait until next day after 12:00, by which the salesperson, Nazia, will call me an provide the alternatives.

On March 11, 2021:
Up to 4 pm no one called! Accordingly, I called the customer service, Shamata, and asked to cancel the order in response to the lack of communication by the Brick employees.
After 1 one hour, I called again, and told them to modify my order instead of cancelling. But Shamata told me that it is already canceled and I have to make the order again. Which we made and concluded to order 4 items only, those are available.

On March 12, 2021:
The new order issued, provided that the delivery date will be March 25th.

On March 24, 2021:
I called the Customer Service, Shamata, and informed her that I would like to deliver the items in the afternoon of March 25th, or reschedule for the next day, as probably won't receive my new home key early. She informed me that this was not possible, and therefore I asked her to keep the situation as it is.

On March 25, 2021:
At half past nine, the delivery staff called and informed that he is in the way to deliver the dryer and the washing machine. I told him that I do not have the key and he can come after twelve in the afternoon. He told me he is committed to a work schedule. At 12 I called him 10 times, no reply.

I contacted via the direct chat service, who told me that I could not reschedule until 5 pm, also called the salesperson, Nazia, who told me the same thin.

At five o'clock on the same day, I called the customer service, who assured me that the washer and dryer are in Ottawa, and that the earliest delivery date is March 30th. I informed him of my agreement to that.

Today, March 26, 2021:
I got a call from the customer service center, who told me that the washing machine is not in stock and it is likely to arrive in the second week of April!

I told her that there is something wrong, and to double check, as I reschedule the delivery to March 30th, and it has been assured to me that both items are in Ottawa and will be delivered on March 30th. She asked me to wait, to check or find someone to help me in this regard. After waiting more than two minutes, the connection was cut off automatically. So I called back more than 5 times, finally it was answered. I asked to speak from someone in this regard. I was transferred to Shamata, and we had the following conversation:

Rasem: I remind you of myself, I had spoken to you two weeks ago, and I was upset, but the matter was settled, provided that the two items available and will be delivered on March 25, but unfortunately I missed the deliver time, and rescheduled for 30 march.

Shamata: yes but the washing machine is not available now, expected to arrive on 7 April.

Rasem: there is something wrong, because when I rescheduled, the customer services staff confirmed to that both items are available in Ottawa and will be delivered on March 30.

Shamata: You have changed you mind from 18, to 22, 25, and I assisted you.

Rasem: this is totally not right, you have no idea what are talking about, I do not know from where you got 18 or 22?

Shamata: do not yelled at me?

Rasem: I am not yelling, you are pushing me to do so! I need an explanation, I need to speak to someone can help.

Shamata: you can speak to the sales manager, Navid.

Rasem: Can I know who is in charge of the sales center?
Shamata: Mrs. Kidston?
Rasem, can I talk to her?
Shamata: Moment ... Are you not present for the next two days?
Rasem: Can I have her e-mail?
Shamata: You can talk to the sales manager, Nap.
Rasem: I want to talk to the store manager, not Nap.
Shamata: The email address is: [protected]@thebrick.com.. Switched the line off!

After briefly describing this history, I did not get any kind of sympathy or minimum cooperation, and I felt that I was dealing with a lobby that speaks one language, and does not take into account any consideration of the extent of my discomfort? I did expressing my dissatisfaction as a result of the actions of your employees, starting with the sales officer, Nazia, who was not sincere in her obligations towards the delivery date from the beginning, and without her promising I would not have entered this cycle, passing by the sales manager who does not have any solution, rather he does not want to find a solution, proposed me to cancel the entire deal instead of finding a workable solution, and finally with the customer service, who was keen to provoke me instead of absorbing my anger, and on more than one occasion she was keen to point fingers at me that I yelling to her, while I reacted to her irresponsible attitude and her evasion from taking responsibility as an employee and not in her personal capacity.

In short, I have suffered and am still suffering psychologically, financially, as well as time wise as a result of the behavior of the Brick employee, and I have not found someone I can talk to in a way that reflects respect for the workplace or customers' commitment. I regret as a newcomer to Canada that this is my experience, but I will make sure to come across it again I will also work on getting what I think is the right compensation for me.

Rasem Naser, [protected]

Re: Samsung Dishwasher
Model : DW80N3030US
Store : [protected]
Store manger: Cithy
Store address : 20 Ashtonbee Rd, Scarborough, on M1L4R5
Purchase date: March 21st, 2021

Good Day,

I have been a loyal customer of the Brick since the purchase of my house in 2013. All my appliances and pieces of furniture have been purchased over the years with complete satisfaction. I have been very greatful for the Brick offering an additional discount to first responders and make the Brick the first place I look for a product when it's needed.
Unfortunately I am very disappointed with the service I have received from latest purchase on March 21st, 2021.
I attended the store, in immediate need of a replacement for my broken dishwasher. I was absolutely thrilled to find a floor model that I was able to take home that same day. I was assured by the sales clerk that there was no operational issues and only had a few scratches.

The purchase was made, taken home and connected by a professional.
Since the very first cycle there has nothing but issues . After the 5th cycle I contacted Samsung hoping to get assistance that would resolve the issue.
After sometime troubleshooting, they indicated that it sounded like the issue was the PBA, ( power board assembly).
A service technician is scheduled to attend the house .

I immediately called the Brick, advising that I was sold a defective product. I was confident that they would take responsibility and allow the return o4 exchange for a working product. After a day of speaking with 3 different customer service reps from the Brick, I was told they would not return or exchange the product. I was to contact Samsung it was there responsibility.

They indicated I had only 48 hrs to notify them about any issues. It was a strict store policy that they had to abide to, DESPITE being sold a defective product! I am perplexed how quickly they decided there was nothing they would do even after acknowledging it could be defective.

I would not be nearly as upset or disappointed if this product was purchased in working condition and over time an issue developed, but it makes me sick to my stomach I have beek sold a defective product. And now have to hope it can be repaired. A NEW purchase should not have to be repaired after 5 days, or 5 attempts of washes.

I am hoping The Brick stands behind their products and integrity of selling working products to customers . And if there is an issue, in such a short time frame of purchase they would fo the right thing and offer an exchange or refund.

What I would like is a working dishwasher. Price is not an issue, so I am willing to spend more if required to get a reliable product from the Brick.

Regards
Brenda Dolenc

it took 7 days for the repair to show up, to tell me that the wash plate was in need of replacement and that the part was on back order...I have found the part at a parts place...why do I have to but and replace it myself when I already paid for it! King and State 1-866 is a 1 hour + hold and their chat option is unavailable. Who wants to go to a laundromat in the middle of Covid!

It took them 6 weeks to fix the water starting issue after more than 15 emails with the Brick and more than 20 call with the Brick customer services and store. The brick staff have nothing to do except that we have to wait for King and state to respond. The store refused even to discuss the replacement option. After they fixed the water spraying, now the dishwasher does not dry at all! Now I have to run after King and State and The brick for another 6 weeks.

Never buy an appliance from the Brick.

Bought a samsung fridge and dishwasher less than 3 years ago, both broke down, for the fridge the technician came after 8 days, imaging, 8 days, two kids, no fridge! After all he came and fixed, my huge complaint is about my dishwasher, this is the forth time the technician comes, don't forget that for each visit I had to wait three, four weeks, apparently he fixes but I don't know why when I start it gives me the same error and have to start calling kings & state where rarely answer again and again! Honestly this is the worst exprience I had with guarantee and also with samsung! Will never do business with brick nor samsung!

I don't understand how King and State can just decide to close their offices due to the pandemic and not have an alternative solution in place for contacting them. I have submitted numerous claims online for my dishwasher (only 1 year old) and no one can reach them. I even called The Brick and they can't even reach their own warranty company. Why is the Brick not taking more active action on this matter? I was told they get numerous complaints about King & State, so why have they not done anything about it?

Date of incident: 03/19/2021
Invoice number: 1129933EJFG
Description of incident: Door to dishwasher won't close properly. No way to contact warranty company.
Dishwasher details: Samsung - DW80N3030US/AA
Desired resolution: Send someone to fix my dishwasher because it is 1 year old and i paid $600 for a warranty.

I bought a couch and ottoman dec 26 2020 the delivery date was feb 13 2021.
I then got a phone call saying the couch would be delivered bye the end of feb.
I then got another phone call saying it was coming beginning of march.
Then i got another phone call saying it was coming the end of march.
Now today i got a email saying it is not coming till middle or end of april.
Why do you advertise a sale then make up a bunch of excuses saying the manufacture can not supply.
I want a full refund! Or u send me a similar couch for the same price, i need a couch and i am not paying anything extra for all this in convivence and headaches.

I purchased a washing machine online from The Brick - it should be noted that the only reason I even chose to do business through The Brick was because they had the fastest delivery time. The day of the delivery (Sunday), during the delivery hours, they call to say they dont actually have the washing machine in stock and delayed the delivery until the following weekend (Saturday). The day before THAT delivery, they call again, saying the delivery has yet again been delayed by 4 days. I called and complained about this and the manager I spoke to told me they would return the delivery fee and promised that the washing machine would be delivered by that latest date(Wednesday). He also told me he would call me back to confirm. He never called back. The day of the delivery, they showed up late, with no phone call to even say they would be late, refused to take my old washing machine and refused to install the new one. The Bricks website clearly states that they do a "one for one" service. Meaning, if you buy a new washing machine from them, they will take the old onw. Also, on their website it also states they will install, & level washing machines, provided you buy the new hose (from The Brick) which I did. The delivery people even called the store manager asking if they could take the old one and install the new one and they were told NO. They left, with the washing machine. That same day I spoke to a female manager, who had no clue of their policies or what the website said. When I asked to speak to her manager, she told me he was busy and his shift was ending soon and that I could call him the next day. I called back the next day, asked to speak to him, he was again "busy". The female manager I was speaking to, told me she was going to "look into the issue" to see what could be done. When she called me back, she said that they had made a mistake, that the delivery team should have taken my old washing machine, but that they dont do installations. I told her that their website says differently and all she could tell me was their installation team is basically a third party and I would have to contact them to find out when they could come and install the machine and that there was an installation fee I would have to pay. I told her that unless I got my delivery fee returned to me (as promised by the other manager I had spoke to earlier), the old machine picked up and the new machine installed, I wanted a full refund. She told me she would talk to her manager and someone would call me back. My husband was so mad at this point that he called, spoke to her and her literally told her to pull up their website so they could "read together" what it states about delivery & installation. After their conversation, she spoke with someone else, called my husband back, and said they would go to my house the next day, take the old one and install the new one. By this point I decided I did not want the Brick to have my money and said no, just process the return. So, my husband told her this and she said that someone would call me back with the return details. GUESS WHAT? No one called me back. The next day, I called again, spoke to the male manager, who took my credit card information over the phone and said he was going to process the return right away and email me the return confirmation. This was a Friday, I received nothing that day or the next and I had to call again Sunday to find out what the status was. I checked my account online and it showed nothing about a return, and when I called the female manager I was speaking to said she was going to "have to look into it" because it showed that there had been "issues" with my order and there was a note about a delivery and installation and asked me if I wanted them to go and install the machine. I couldnt even believe that she asked me that. I told her that I had already requested a return, had given my credit card information out already to process the return and that I wanted my money. She then informed me that because this was an online purchase, she couldn't process the return over the phone. Funny how the other manager I spoke to on the Friday didn't mention that. So then she said she was going to call him and find out. When my husband heard all this he called the male manager on his cell phone, and this manager actually pretended like he couldnt recall the issue - which makes me wonder...HOW MANY ORDERS DID THE BRICK MESS UP IN REGARDS TO A WASHING MACHINE IN THE LAST WEEK? The male manager said he was going to call the store and tell them to process my return. The female manager calls me back, says they can do it, tells me she's going to transfer me to their customer service department and then I get disconnected. I call the store back, she doesn't know what happened, asks me for my credit card information, says she processed the return, I asked for a copy to be emailed to me, she puts me on hold and I wait for over 5 minutes and no one came back. So I hang up, call again, and once again she doesn't know what happened, asks me for my email address and sends me a copy of the return.

I have never had such horrible customer service before in my life. I tried to stay calm and reasonable throughout this whole process, but the fact that I had to call so many times, and my husband had to call twice before anything was actually done is so insane. I do not understand how this business can run this way. I have had bad experiences with The Brick before and I swore then I would never be a returning customer and then I went and purchased from them again and here we are now.

This whole matter should have been taken care of the day the washing machine was delivered to my house. If the people in charge actually knew a thing or two about good business this never would have happened. When the delivery people called the store to find out if they were supposed to install the new machine and take the old one, the manager should have done his/her due diligence to make sure the information they gave the delivery people was accurate. Then when I called about it, it should have been dealt with at that point. I shouldn't have had to wait for phone calls back, and I shouldn't have had to call The Brick as many times as I did to get an answer.

I will be telling everyone I know about this experience.

Shame on all of you.

This company is terrible. We purchased the extended warranty through the Brick, and finally in the last year of the extended warranty, the stove has an issue with a burner. No issue there, stuff happens, but trying to even book an appointment with this company, has been a nightmare in itself. Not only does it take days for them to respond to each email, but when I originally booked an appointment, I gave them literally ALL the details. Original order number, serial number, mode number, purchase date, warranty number etc. I gave them a week and a half time frame I was available, and they literally came back with the day I was going back to work and unavailable, almost as if purposely choosing this date. Tried to rebook for an evening or weekend, to find out the don't do evenings or weekends, ok fine. So on Feb 12, I booked an appointment for March 15th, 2021. They confirmed the appointment that day, and that was that. I get a call March 14th, 4pm, from the service tech asking me what the issue with the burner was, and if I could text him the model number off the stove, so they can order the part and book an appointment with me once they have it hand. Are you serious?!?! I waited 31 days to get a call to gather info, that I already supplied to them a month ago. I booked a day off in advance and made other arrangements in advance just to have to cancel everything?!? What a waste of time, this company is a joke. My warranty expires August, from the complaints I'm reading on the website, I'm getting a feeling I won't have this done in time before it expires. A complete joke. Last time I will ever get extended service with this joke of a company. I can't believe the Brick and Leon's, as reputable as they are, use these clowns.

I bought a bedframe that broke two days after buying it. I called the brick and they wouldn't do anything, now the bed is completely broken. Your west end store told me they would help gave me 70% and I paid more for the new bedframe, the delivery guys left the new bedframe blocking my stair case so I can't go up or down. Great for a fire escape. I am so completely disgusted with how I've been treated. I know I will let social media know, let the news studios know what you guys are doing.

Invoice Number 071981PGWUU

Have a Lg washer is not working, phoned into the Brick were I purchased my washer and dryer and extended warranty from. Was told to go online to Kings and State, that's who will be taking care of my extended warranty. Went through the whole online service finally go to chat with a worker online, give me a appointment for 13 days later for someone to come out and see my washer. Don't quite understand how a person is to live without a washer and dryer for that long, the reason was given that we are living in a pandemic and the office is closed and that's all they can do. He did say that I will be placed on a cancellation list. What am I supposed to do, can't go to a laundry mat because of Covid. Did phone the Brick they said they have nothing to do with it they can't do anything. Funny because when I went in to buy the Appliances they were more than happy to sell me the extended warranty and did say that they have one of the best extended warranties on the market, and now they can't do anything to help me. So sad can't find good customer service anymore nobody can care less about their customers! If Kings and State can't help me sooner, I would prefer my whole cost of the extended warranty returned and I will find someone else to fix my appliances!

I bought a Samsung washer from a Brick store at 5800 Mclaughlin Rd, Mississauga. Ontario on May 04, 2016. At the the intense persuasion of the store manager I took a four year extended warranty, which is valid until May 04, 2021. The sale order/Invoice is attached.
My washer is not working properly - water is leaking into the washer and overflowing even when power is shutoff to the machine. I contacted King and State 3 days ago online (no agent is available to contact even though Mississauga is now Grey Zone?). Some one from this company was to contact me in 72 hrs, but this has not happened. This is frustrating. I find this to be utterly unprofessional and unethical . I need you to take whatever action is required to resolve this immediately. Thank you