The Brick
Reviews and Complaints

Purchased dishwasher and extended warranty ( on the advice of salesperson). Told to contact them with issues as they had their own repair people. 17 months later the dishwasher stops working...pump and motherboard need replacement.
Guess what! The store takes NO responsibility. I have been fighting with both The Brick and King and State for going on six weeks.

I have an issue with the Brick Store in Mississauga South Branch, 1607 Dundas Street East, Mississauga, ON, L4X 1L5, Canada.
On August 16, 2020, me and my wife went to the Brick Store looking for furniture, we bought a sofa and love seat, the salesperson (Raji G) asked when do we need the delivery, we specified the date September 29, 2020 as we are going to move on Sept 28. Raji said okay, he stated this date in the computer and declared that the items were available in the stock and would be delivered to us on the said date and stated "you are lucky because your items are available as most of the goods are not". Everything was moving smoothly. Two days ago, we went again to the Brick and bought other items but with another salesperson (Sandra G) who was very professional and helpful. We asked Sandra the sofa and the love seat to be shipped together with the other items at the same day. Sandra said let us fix this point with the customer service section, we went there, she fixed everything and explained to us clearly each item when it would be ready, we were happy with our purchasing, but suddenly we had a shock, when the customer service agent claimed that the sofa and the love seat were not available in the stock and would be ready in November 2020. Raji called us one week ago and said "do you need the sofa and love seat now", we replied, no, as we informed him that our moving to the new house is on Sept 28 and we need it on Sept 29, 2020, he said, "perfect, no worries, you would receive on that date". But after discovering that our items were not available, we understood that Raji sold out our items to another customer, is this acceptable!. Anyhow, Today Sept 18, 2020 we went again to the Brick store, Raji told us to visit him on Friday to solve this problem, as we saw him the last time and complained to him why this happened, he said "now I have 3 customers on line, come on Friday", turned his back and left us wondering. We listened to him and went today to the store, as usual, the same situation, he ignored us again and said "I have customers, wait for me", we waited but in vain, neglecting us and did not care about our issue. We went down to the customer service section, asked "where is the manager", they said "he was in meeting for 10 minutes", we waited, after 10 minutes, they changed their words, and said sorry the manager in vacation, we were astonished why was this change in telling the truth, we felt that there was something wrong with them, they chatted with each other, then suddenly a lady came to us and said "I will take up to the manager", we discovered he was not the manager, no matter, we tried to explain to him our problem, he even did not listen to us, and he was not helpful at all as they are agreed on what to say. It was really weird behavior and not convenient. We built our decisions on this sofa and love seat, we bought many things that match with the items, it is an important part in the house as it is the living room, so now we have to wait about 2 months hoping to receive our living room, we explained to the salesperson everything and Raji promised everything would be as we wish, and this what we got from him. We are completely not satisfied with this conduct. We kindly ask you to consider our issue and hoping to receive a satisfactory outcome. We have not cancelled our sofa and love seat till now wishing to receive them earlier at the end of September or start of October. We clearly know that because of COVID-19 most of the items are not available in the stock and the date of delivery is not accurate, everything is approximately. But Raji was a different case as he was pretty sure that the items were available and ready for delivery at the date we determined. If Raji told us the truth from the beginning, we would not be disturbed at all. This is a matter of honesty and professionalism.

Sincerely,

Mazin Al-Tarabilsi
[protected])
Hanadi Al-Zand
[protected])

Item Code: (Our Invoice dated August 16, 2020 attached herewith)
1 Qty OLLV
1 Qty OLIVSNSF
1 Qty ALLWR504
1 UPHOLKIT

Delivery late as 7 days on the order and then deliver only part of what is ordered and then say the rest will arrive 2 days later and they did not assemble the items purchased and we had to pay a third party for assembly and disposal of the cardboard that covered the items

I have recently moved into a new house and the last home owners purchased the refrigerator from Leon's. As per the date of purchase, I have two months of warranty left and the refrigerator is making loud unpleasant sounds about 6-7 times a day especially at night. Upon calling Leon's I was told to contact the manufacturer (Frigidaire) who in turn gave me numbers of trans global and king and state warranty. I am unable to reach these companies. They seem to be redirecting me to one another. I was told to communicate with king and state but every time I call them I have to wait for about an hour only to find out that the call gets disconnected automatically which is very disappointing. It's been three weeks since I have been calling Leon's, Frigidaire, transglobal warranty and king and state warranty, and my efforts are in vain. It's high time some action is taken against these companies.

my freezer has not worked since about june 15 can not get kingandstate, to answer the phone has been fixed once but did not last longer than 6 weeks please call me wayne dion at [protected]

Please pass along this long thread of emails to your Manager or CEO as we have been pleading with the Brick and your warranty company, Kings of State to have the situation with our appliances addressed for months. We have called, emailed, have had multiple people coming to our house for 5 minutes at a time and have been back and forth for almost 2 years. We will be going into the store to rage on a poor floor manager this weekend if someone doesnt start caring about our family being scammed and ignored by your company.

We contacted the Brick on FB multiple times. They are the only ones who helped us get this
partially resolved. Our washer is now not working with th exact same issue as originally reported. The sensor won't start a load.
And I've emailed Kings of state and called multiple times and have been ignored. Please see emails below>>>

----- Original Message -----
From: shawnesmith
To: customercare@kingandstate.com

Sent: Sun, 27 Oct 2019 14:34:om42 -0600 (MDT)
Subject: GE washer/dryer set

Hi there, I purchased a GE washer/ dryer set from the brick last may.
Washer: GTW485BMM0WS
Dryer: GTD45EBMK0WS
Now, they both arent working well at all. Washer has a sensing issue and wont go into wash mode like it is supposed to.
Dryer, door is loose and wont close to properly dry, light is burnt out, and the sensor is broken too. Having to use the timed drying and clothes dont dry well. Takes 4 times longer to dry 1 single load. We need this dealt with asap as we are a family of 4. Thank you, Shawn Smith.
[protected]. [protected]@shaw.ca

________________________________
From: Shaw
Sent: 05 February 2020 12:46 AM
To: Customer Care
Subject: Re: GE washer/dryer set
___________________________
Hello again, just would like to give you an update on the work done on our GE washer and dryer. The dryer has had a technician over 4 times, and the dryer still isn't working properly. He is doing his best, but the machine will not shut off during the automatic dry cycle, as it needs yet another new part( thermostat)? I do not want this machine as it is clearly malfunctioning from the factory, and I would like a replacement now. The washing machine, I fear will be the same, as it is the same make GE. To save time and effort, as our patience is long gone, I would also like a new washing machine also. I will be in touch with the manager from the Brick store from where we purchased these products thank you.
___________________________

From: Customer Care
Sent: Wednesday, Fe­bruary 5, 2020 7:53:­40 AM
To: Shaw
Subject: Re: GE was­her/dryer set

Good Morning,

I see that you have two open calls for the washer and the dryer for 02/11. The dryer is on it's thi­rd service call and the washer is on it's second at this time we cannot replace either of the applia­nces however if you continue to have iss­ues with the dryer after this repair ple­ase feel free to let us know as we do ha­ve a 3 major repair policy and we can lo­ok into other option­s.

Thank you

Regards,
Shari Alleyne| Cust­omer Care Email Supp­ort
[cid:f7c4ba3a-9dae-­4f03-bce9-8f170b210c­5e]
Vista Building
Worthing, Ch. Ch.
Barbados, BB15010
Tel.: 1-866-617-2009/2015
Email: customercare@kingand­state.com
_________________________

From: GINELLE SMITH
Sent: 05 February 2020 1:06 PM
To: [protected]@shaw.ca ; Customer Care
Subject: Re: Fwd: GE washer/dryer set

Good morning,

We aren't supposed to have a dryer appointment on Feb 11th anymore, it's just for the washer. That appointment on Feb 11th for the dryer was changed by your company as the technician came on Jan 30th instead and asked what the problem was, again, for the 10th time and then left after 3 minutes because he said we needed a new timer.

And then he came again this week to change the timer. Which has not resolved our issue!
We appreciate them fixing the multiple additional issues they've discovered while being here, but the technicians are not actually fixing what we originally reported to you.
Which is the dryer will not shut off automatically when on the auto dry setting. The thermostat is not working!

Your process, disorganization and miscommunication or whatever is going on is costing us thousands in hydro and lost wages from all these multiplee visits without actually finishing the job! And our washing machine isn't even operational. We had to purchase a second hand older unit in the meantime so we can actually do laundry in this house!

At this point we need to escalate this to your Manager for and actual resolution as this cannot ridiculousness cannot continue. It's been over 5 months you guys, this is unacceptable.

We are customers with a family of 4 who are still paying for these units and have paid for your terrible warranty service who seem to have no problem wasting our time and money for months and months.

Please have your Manager reach out to us directly by the end of today.

Thank you
Ginelle and Shawn Smith.
----‐--------------------------------------

Message -----
From: Customer Care
To: GINELLE SMITH, [protected]@shaw.ca
Sent: Wed, 05 Feb 2020 13:33:09 -0700 (MST)
Subject: Re: Fwd: GE washer/dryer set

Hello,

Your information has been passed to management. You will be contacted ASAP.

Regards,
Shari Alleyne| Customer Care Email Support
[cid:8e0eafe2-5a9b-4491-98e2-b3b3bec0b867]
Vista Building
Worthing, Ch. Ch.
Barbados, BB15010
Tel.: 1-866-617-2009/2015
Email: customercare@kingandstate.com

---------------------------------------------

From: GINELLE SMITH
To: Customer Care
Cc: [protected]@shaw.ca
Sent: Fri, 07 Feb 2020 09:49:19 -0700 (MST)
Subject: Re: Fwd: GE washer/dryer set

Hello again,

Wondering when we can expect a member of your Management team to address this situation. No-one has bothered to contact us yet.

Do we need to escalate this to the Brick again to have this resolved?
If so, we will be requesting what we paid for this warranty to be refunded to us as your company has more than costed us 3 times what that was worth.

Regards,
Ginelle Smith
--------------------------------------------

From: GINELLE SMITH
To: Info@thebrick.com
Sent: Tue, 11 Feb 2020 18:55:44 -0700 (MST)
Subject: Attention Julian: GE washer/dryer set

Hi there,

This is Ginelle and Shawn Smith.
We have a broken washer and dryer set that the Kings of State company is messing us around with.

They refuse to communicate with us, I've asked to speak to a Manager, twice and they are ignoring us and not rectifying our situation.

Today we had the transglobal tech call us saying he would be at our house between 10 and 12. When there was no previous time arranged and after I told Kings of State our appointment on Feb 11th was just for the washing machine but that appointment was never confirmed.
Now they want another appointment and they don't even know what theur fixing. The tech was super confused. And Kings of State refuses to talk to us.

Please read the email thread below. It tells you everything that's going on.

We cannot deal with this company any longer. Their communication and customer service is horrendous and we need the Brick to step in again and have our units replaced. We cannot take this anymore. These machines have not worked properly since the day we bought them and Kings of State is the second insurance company to deal with it and they are useless.

Can someone please contact me back. We still can't use these machines and have had to purchase different ones! We are from the Langford Brick. The account phone number is [protected] but you can reach me at [protected] as well.

Thank you!

Ginelle Smith

--------------------------------------------
From: GINELLE SMITH
To: Info
Sent: Sat, 15 Feb 2020 10:22:10 -0700 (MST)
Subject: Fwd: Attention Julian: GE washer/dryer set

Good morning,

We really need someone to address this please
It's been more than 4 days

-----------------------------------------

Attention Management of the Brick and Kings of State

As we continue to be ignored by the Brick and by Kings of State we are demanding the full refund of our washer and dryer including the cost of the eztended warranty we paid extra for so we can purchase another set that actually works from another company. We have received nothing but the runaround from the insurance company: Kings of state who continue to waste our time and money by sending technicians over and over again who do not know what the issues are with our units and cannot comprehend what a sensor is or what they do in a modern day washer and dryer unit. After 8 months we are no longer willing to tolerate this incompetent level of customer service you give to customers.

And we have requested more than 3 times for a member of the management team to contact us and we have been left completely ignored, abandoned and unimportant. All while we continue to pay for these units and the warranty that isn't worth the paper it's written on.

I will need to be to be contacted by February 28th by a Manager to address this unbelievable atrocity of customer service. I assure you, you do not want me coming into your store or illustrating what the Brick and Kings of State have done to the media, social or otherwise. Therefore I strongly suggest you do your job and contact me with a resolution.

Again, I can be reached at [protected] and [protected]@shaw.ca at any time.

I will be expecting to hear from someone by Friday.

Many thanks,
Ginelle and Shawn Smith

***As you can see we have been completely ignored and dealt with in a very disrespectful and lazy manner. We have paid so much money and given you so much of our time and are being treated terribly.
Please have someone in a Management position who can give feedback to these departments contact me.

We finally received a [censored]ty partial credit for our washer ur washer has now also broken and noone will contact us. While the value depreciates by the hour. That's what th see guys do. Drag this out as long as they can so they only have to pay out as little as possible

This is completely unacceptable on every level.

I have my stove broke down since 17 July they came at July 22 and they told me it will take 2 weeks to order the parts we will call you to book an appointment for fixing your stove after 2 weeks I did called them almost every weeks 2 to 3 times Every time I call they give me different date

We have purchased Marco armless chair dated 31st October 2019.
we found swelling in one armless chair Code marcoac out of two chair one found defective .

Ref : Invoice number 102794etfvc Dated 31 october 2019.

Purchases a mattress March 2019 from the Brick in St. Catharines, Ontario. Was not satisfied with Mattress. Reported Warrant claim, within two months.
Still unanswered and unresolved.

Two Inspections to our premises, by technicians, both reported issues with quality, during their visitations.

We have e-mailed Brick Head Office 8 time (Carlos Carancio) without response and have contacted St. Catharines store over 14 times by phone.

So far, our concerns remain unanswered. No service.

I paid for extended warranty with the Brick, my washing machine has broke 2 times in just over one year.
I have been trying to get through to them over the phone, it is impossible. when I did get through, the technician came a few days later. he said he needed a part and would be back on the Monday, 3 weeks later nothing no phone call and I still can not get through to them

Purchased a Samsung washer and dryer set from The Brick (Sales order # 071061ULHGI). My dryer quit working and I have been trying to get this warranty repair completed for over 2 months. (TransGlobal repair #6048633)
From my experience The Brick will collect your money for an extended warranty service, but then pawn you off on a non repsonsive 3rd party (King and State) who will then direct you to TransGlobal Service.
You must spend hours calling, on-hold, leaving messages, emailing and fighting for any response.
Service repair has missed appointments, forced me to reschedule, forced me to followup on booking appointments and followup on status of repair parts. TransGlobal have now completed 3 separate service visits without ability or parts to complete repair.

Dec 2018 I purchased a love seat and sofa, I specifically asked the sales person if the arms of both were ok and stable as they are on an angle. He reassured me it was great set with no issues. 2.5 weeks after it was delivered the arms on both broke off. I called and asked for a replacement, no as I had had it 2.5 weeks now if I had it for 2 weeks they would have replaced it. So they finally take the couch then the love seat and fixed them, 2 mths later they break again. I want a credit I do not want this garbage I have bought from the brick for years without an issue until I dealt with the south common store in edmonton. I paid almost 3k for this crap. I should mention I am 100lbs soaking wet and my son is 150lbs no one else in on the furniture.