The Brick
Reviews and Complaints

I purchased a bedroom set, couches, side tables, dining tables and chairs August 20, 2013. My bed frame just recently broke. I have a 5 year blanket warranty for construction and master surface coverage. They sent a technician out last week to examine the damage. I called them after not hearing back from them after a week and they said the technician said I misused the bed. The main side panels are not damages just the inside wood that was stapled not nailed broke ripped off and caused the side panel to break off. This happened at the end of the bed. The customer service agent named Avin at the Vaughan, Ontario location said that the technician said this is from jumping over and on top of the bed. I am a 41 year old woman I do not jump on beds. They took pictures and the customer service agent could see that the quality of the product was not good and put me on hold to speak to the manager who came back and said that once the technician submits the report nothing can be done. I spent $5000 that day and it is guaranteed that when it is time for me to purchase any furniture I will not ever go back to the Brick and I will make sure that all my friends, family and friends of friends know that they do not stand by their products and warranty and come up with reports to avoid repairing the product. So it is not worth at all spending $400 on a warranty if it is not honoured.

I called the brick about a fridgidair fridge I bought with extended warranty that has developed a leak. Work order was given and I called georges appliances in cobden ontario which is the warranty service tech for the brick. He caled me back a day later and couldnt give me a time he could be here. He said he would call me this past thursday evening with a time he would be here on friday.. Thursday come and gone and no phone call, so I called him friday morn and again no answer so I left a message. He called back half hour later and said hed be at my house at 3pm. So I made sure I was home at 230 incase he was early.. 3pm no service tech. 4pm no service tech or phone call.. 435pm he shows up. I asked if he thought being over an hr and a half late was acceptable he laughed.. So I told him he could get in his van and leave. He then said its hard to give a time and I asked why he didnt call instead of me sitting and waiting.. He then left. So I called the brick customer service back and told them what had taken place and asked for a diffrent company to be sent.. I will not allow georges applianves to fix anything in my house.. If they cant call and say there running late and laugh at people that confront them, I can only imagine what the quality of there wrkman ship is like.. There are 2 or 3 companys withing 20 mins of my house that do the same wrk but yet the brick has this guy hired to do warranty wrk. If the brick cant send someone else and a more professional service tech.. I will not be buying anything else from the brick.. I am not happy at all and hope the brick will make this right. And also think about hiring a diffrent more professional service tech for there company.

This has been nothing but a mess. I went to your queensway location yesterday picked out a mattress and had delivery set up. The assistant manager checked my file and notes and let me pick out any mattress. The gentleman working said I could pick any mattress as the notes in the file didn't state how much the credit was for. Now I'm back at the store today to pick up the plastic to put on the defective mattress and I find out from the lady working there that the mattress I chose will not be covered fully because it's over the price of my defective mattress! She said if they give me that mattress collections will come after me because it costs more than what I originally purchased. I feel like everyone in this company doesn't know what they are doing other than wasting my time. Serta refuses to speak with me as they only deal with the brick directly. Between Serta and the Brick nobody knows what they are doing and both companies have very different policies. Serta says I have 90 days to use my credit and the brick says I have 6 months. I have the defective mattress sitting in my kitchen for over a month now and it is a huge problem. I work for a big builder and I would not recommend the brick to any of my new homeowners. Please forward this email to your VP, or send me their email directly. The amount of my time wasted in this situation is unacceptable and I don't know how you guys (both companies) treat customers this way. I expect to hear from one of the bosses asap! I can assure you I will share my experiences with social media and all of my new home owners who are taking occupancy for their homes in the next month.

Hi,
My name is Aminder. Kindly read my query and please solve it as early as possible.I am very unsatisfied and stressed out because of this problem.Totally heartbroken from their response.

We are Permanent customers of the brick since last 10 years.We buy each and every appliance from here only with warranty.We bought the 65"4K UHD Tv on 22october 2015 with invoice number 090351PGCWF with warranty of four year. We paid $679 for warranty too.

The problem is that we watched our Tv on Saturday night .It was perfectly fine working.Next day when we switched on the TV lines started coming inside the screen.We were shocked to see the lines .We informed the brick store where we bought the Tv.They just said to send the pics.We sent them.We were told to call technician.I called the technician.The technician came just day before yesterday and they said they will send the report, It will be covered depending on your warranty.We just waited for their report. Today in the morning, The warranty department sent me voice message that it is damage and not covered in warranty. You are responsible for your repairing.

I was not expecting this .No response from technician too. I called them back just asked howcome they can say it is damaged when nothing is there and lines are appearing inside .They just give one line answer it is not covered in warranty.Totally unsatisfied from them.

I have few questions:
What is report of Technician.We did not received it .Can they explain it technically what damage?how happened?We are not fools to damage our so expensive TV.
What is covered in Warranty? We paid a lot of money and nothing covered in that.If it is not going to repair our Tv, which is the technical default of the model, we are going to refund the warranty of our all house appliances.

We were just planning to buy more household appliances for new basement but If we will get such type of unsatisfactory and poor services we are not going to continue puchase further.The brick store is going to loose 10 year old regular customer.

Kindly respond as early as possible because we have to buy our basement all appliances, washer, dryer, mattress, microwave, oven, fridge early.

Please send me an early response at my email:[protected]@hotmail.com or reach me at [protected]

I bought my daughter a fridge from the brick. 40 days later it quit working. They will not help. She has to call the manufacturer herself, and the technician. They offered to loan her a used, 'unclean' fridge, that she had to pick up herself. She cannot do that. When I called, the manager refused to talk to me since I was not the customer. I bought the fridge, I am the customer. When he did talk, he was condescending. He told me things different than what my kids said. Now my daughter and 2 grandsons have to have their food in a cooler in the snow, while trying to get a technician to come to their home in a small town. Its been over a week. Terrible customer service and warranty. Spend your money elsewhere.

I just want to point out that this is my 3rd complaint ( 1 verbal and 2nd written) and still no apology or even a follow up email or phone call. Completely unacceptable in a world full of options for furniture purchases.

I bought a new couch and love seat on Jan 8th. Its now March 9th and I just received it today.

The set was promised on Feb 13th..by your store (Halifax). This was a over a month from the purchase date but because they committed, we agreed.

I called around the 20th of Feb...They told me they call when they know and currently had no expected date. That they had no control..

Fine..I let it go...things happen...I call beginning of March...still nothing but perhaps within 2 weeks they say...

They finally call once received and ask for a delivery date...only one date available and they can

I order a mattress for the 1st for my new place and delivery for the 1st specifically. They tell me my mattress can't come the 1st but the 2nd. I told them to have a manager call me as I have no furniture in my new place and need my mattress. We argued back and forth for a few days and they tell me it's now he 3rd I have to get my mattress. After I tell them I'm sleeping on the floor. They them tell me delivery decides the time and calls you the night before. They leave an AUTOMATED MESSAGE stating the time they are coming. So I paid $80 to have no say in the time they are coming? Now I'm sitting at my appointment t and the brick called with another automated message saying they are coming within the hour and I have no way to reach them or talk to someone because it's automated. I told them days ago I need to know a time frame and they said "they only tell you the night before"! Well people have jobs and stuff to do. Can't change that last minute to accommodate their last minute delivery. I will never purchase again and I will be filing a complaint against the Terrible customer service

My name is jerry biladeau I can be contacted at [protected] and I have been purchasing furniture form the brick for the past ten years item after item. I have always been offered your warranties and have always accepted them but wanted to stop because you guys never honor want has been told to the customer. So this last year we purchased another couch chair and love seat and again offer the warrantee but said no but your sale rep kept stating that the warrantee place change things were different that it was better and kept pushing so we decide to take the warrantee again didn't get a paper saying want things were covered and not covered and now that we are having problems with the furniture they will not fixes or replace because they are saying that we drop the furniture but we did not and that some of the marks that are on the furniture are from a animal that we do not have even still you told the sale rep that we had 4 children and they were ruff on furniture he stated that the warrantee would be great for use didn't tell that certain things were not covered. I am so sick of being lied to and lied to about your warrantee that I do not want to purchase furniture from you guys again this has not only happen to me but as well as my mother law and my grandfather we are to the point that we will be advertising to the people on how much you lie to your customers and how your customers mean nothing to you guys I would like my furniture fixed or replace and if you can not do that I would like my money back so I can purchase my furniture else were the brick has all the pictures of the damages on the furniture that your warrantee guy took. Hope this can be resolved

I will never shop at the brick again the VIP sale turned out to be a nightmare from hell. You people are are driving me crazy. After I buy my bedroom set in December 2016, the delivery guy showed up with a broken bed as if they had dragged my bed on the road to my house. The dresser had a big whole in the back and the chest was full of scratches. I went back to the store and talk to the manager telling them that they needed to come take up the garbage bed from my house. I had to order a new one because the one I had previously ordered the manufactor wasn't making anymore. So after I order a new one they told me that the one i wanted wasn't coming till the first week of February so I agree to wait. Today is February 8 2017and after waiting for all most two month for me bedroom set they showed up with my new bed and the headboard had a big dent in it. I am really confuse and frustrated to how one store can be to mess up. The Brick at 24 Coventry Road, Brampton, ON L6T 5P9 they are very bad.

I got my delivery this Friday February the 3rd, and the 2 Soffas was damaged, in very bad condition ! So I called to the store and actually went with my photos of the damaged Soffas...
The manager told me he will get back to me
..but still didn't...
I'm very frustrating...and I want answers and compensation or solution this week.
If not I'll make sure to do a big Comercial for the Brick Company...
Very disappointed...

Hello There,

We purchased a Television(Samsung 55, 4K UHD) from Brick, Niagara Falls on 23rd December and they have made the delivery(one person was carrying the package but there is a clear instruction on the package that it has to be carried by two person) on 29th December. Due to some busy schedule we couldn't open the package until 23rd January and when we opened the package we found a crack on the screen and we kept the TV back in the box without installing. We called Brick straightaway and spoke to the sales consultant about the damage and they asked us to contact Samsung but Samsung wanted the dealer to call them instead. We didn't get a favourable response from Brick. We visited the Brick the following day with the TV and saw the manager and explained the situation. But the manager was not even ready to check the crack on the TV or at least whether it is working. We brought the TV back and followed the instructions for installation and we were really shocked to see the damage and there was nothing coming up on the screen. We rang the manager and informed the same and also contacted the manufacturer as per the manager's instruction. So far we haven't heard anything from either side and it would be really grateful if you consider the situation and the money we spent. Please find the attached photos, invoice for your reference.

Regards

Julie Jose

I ordered on line a dishwasher in Dec/16. I put a note on the delivery, I wanted installation. Delivery date Jan 19/17

I received a phone call the week before the delivery date to say I would not be receiving my dishwasher on the delivery date. She said I would receive a call the next week with the new date of delivery or I could just cancel my order.

I waited til Jan 27/17 and I did not receive a call. I called the Brick and asked when my dishwasher was going to be delivered. The lady that said that because I didn't pay for the installation fees my delivery date got bumped to sometime in February/17 or I could just cancel my order.

i paid for the dishwasher on line by credit card. I canceled my order. Obviously the people hired are not interested in selling the product.

The Brick is selling defective poorly designed LG refrigerators. I know of another LG frig. owner of the same model that has had the same problems. Told by LG that frig is 10 years old and not worth fixing. I've had frigs that are 50 years old and worth fixing and they still run. This frig. LFD21860ST had a fire in the light fixture and poorly designed produce shelves fixed twice at my expense. To me this is planned obsolescence in it's worst form. Life is not good with LG.

45 red maple rd, richmond hill, on l4b 4m6. Worst staff worst customer service
Very rude staff they don't care if the customer is waiting for hours for pick up they dont care about not happy customer.
They don't care to a point they dare to say they cant help you even though you have warranty, they're so good at selling the product and bull#### people about the warranty would cover it all but once the prodect is sold they don't care anymore.
Its just not only my experience with them its the bad reputation this store have in my area I live 5 minutes away from this location I get so mad by even staring at the store as im driving by theres tons of google reviews about this store. Ill tell this to anyone I see hopping no one get to buy anything from them and experience what I have dealt with any so many other unhappy customers.

The order was delivered on DEC 24th and they found the dresser damaged and took it back for replacement. the other boxes were not opened untill they came to deliver the replaced dresser and then they found the foot board damaged and they didn't take it back to replace it.When I called in the store for replacement, they are asking to wait a month more to get it replaced.This is really frustrating to wait around 2 months to get the bedroom set up.the phone number on invoice -[protected]

We bought this bed with a 10 year gaurntee in 2009, still have the bill.. We called after 2 years, because the mattress was dipping in the middle, which the guy they sent out to see it, verified that it was indeed dipping 2 1/2 inches in the middle.. We did point out a small water stain, but he assured us that was not relevent.. We were told by the Brick, however, that the stain, cancelled out the warranty, and they would do nothing... To this day, we are both experiencing, back and leg pain at night, while sleeping on this mattress... which of course interferes with our quality of life, and unessesary pain and discomfort, which carried into out everyday lives.. I say a guarentee is a guarentee, regardless of water stain on the mattress.. and we are entitled to be reimbursed. Period!

M Batrincha,
Windsor Ontario
(email), [protected]@hotmail.com

The sales representative was very rude and not helpful. She did not respond to iur request to cancel our order. Instead she stated that we just remembered now to cancel the order. She denied that she could help us and then cancelled the order right after. There was no need to show attitude or be rude to my husband and I. She also conintued to talk about my husband and I to another colleague.

I bought a bunk bed from Brick last August 2016, in the Newton, Surrey Branch. The price was ok, and I have enough money to pay the purchase in cash, however I was swayed to purchase it in the 3 months at 0% term, with the sales person telling me that they’ll just cancel the insurance after a month so you don't have to worry about it.

It took Brick over a week to deliver the bed we purchased from their 1 week commitment. This was critical for us as we have just moved to BC, and we didn't have a decent bed to sleep on, especially for my 6 year old. Then came the bunk bed we ordered, which the lower deck collapsed while where sleeping in the middle of the night, only after 1 week, as the wood was relatively soft, as well as the screws provide were tiny, and the support beam that collapsed was bent. Considering that were both small built around 100lbs, I believe the bed materials were substandard and was not properly designed.

We are a very passive family and I feel that complaining and returning the bed would be too much hassle and that it would hurt a couple of people in the store as well and so visited the store again and asked for a replacement. The company did give us the replacement of a wrong part, they gave us only an extension kit, rather than the two support pillars which was the one which was damaged as it was the softer part. To make it worst, brick delivered 2 weeks over their commitment time, rendering the bed, not fully utilized vs its purpose.
To make matters worst, when I came in to fully pay my purchase prior to the 3 months’ commitment, I was slapped with insurance fees of roughly $70 CAD which I did not want or expected as I never approved of the product, as I have many insurance on me that can cover the purchase many times over.
After informing the store, that these is happening, they did not do anything they said to settle these with DesJardins and TGI insurance who charged me these. Despite being upset with this, I settled the whole amount with the insurance charges roughly $2000 CAD in all, and ask questions later as I don't want petty things like this to malign my credit score, being new to the country and just building my credit.

Now after a month of having paid everything in full I was surprised to be slapped with another fee of around $27 CAD in late November, I settled this, again warning the store that I will share my experience after this, then in December I received another bill of $0.28 CAD (which I settled in the store) and just recently another $0.38 CAD. As per Brick Newton records my insurance cancellation was effective October 25, 2016 (cancellation when I found out about my charges), which I believe, I didn't avail of this service in the first place. I have talked to the DesJardins card provider which washed their hands on this, and I have recently called the TGI insurance (the insurance provider) and a service agent who mentioned her name was Irene informed me that they she can't cancel the insurance on her end, this is despite me telling her, I never asked for their services to begin with. I ended up calling the DesJardins card company and requested to have my credit card cut, as I believe I would never again buy from the Brick, nor transact TGI again.

Overall, I must have visited the store 6-7 times for these issues and wasted a couple of hours calling Brick, DesJardins and TGI tangled in their que for minutes just to solve this issue. I had my worst purchasing experience ever, and would never transact with them again.

Moving forward, I am airing this out as I believe we have been greatly inconvenienced and played by The Brick, and the business their associated with, and that they do not care for their clients at all. Not only do they not deliver on their promise of quality and service, but they carry over some unwanted services or charges as well.

I have gone back and forth with Stratford ON Brick regarding my furniture. Firstly, I was given a delivery date of Tuesday December 13th, that did not go through. Then I was told today, December 20th, was given the time of between 1010 and 110, they arrived and said my chair was buried in the truck and my couch was not even there that it was still in Stratford. He said he'd return if we left our garage unlocked which I was not willing to do, and he was just going to leave it in my garage. I have since spent way too much time going back and forth with a women that ended up telling me that "nothing in life is guaranteed" after I stated that I was told it was coming today! I was given this Thursday with no guarantee of a time or Christmas Eve, also with no guarantee of a time. Both of which do not work as we arranged everything around today. I love the furniture I purchased but am seriously considering cancelling as I am so disappointed with this disgusting level of service.

I have purchased the Samsung-Dishwasher- waterwall technology from Brick along with premium extended warranty.

Exactly in 1 year it broke down
I had a leakage problem with the Dishwasher –display-LC-code – I shut the main power and water supply as recommended in the manual. Reported to Brick and they referred me to Transglobal.

Transglobal- work order-No- 1695513.

3(Three) times the technicians came, changed parts, however the problem still persisting, lekage-LC-code. I have to take time off from work every time when the technician visits during the week.

I complained to The Brick customer care at eglinton-location but they did not paid any attention instead they changed the provider to canadian appliances. Again 3 (Three) times technician visited and everyone stated the same that they dont know how to fix the dishwasher.

I request that the dishwasher to be replaced immediately