The Brick
Reviews and Complaints

I purchased sofa set from Brick Ridgeway dr mississauga Ontario on 11/01/2023 and was told that the shipment will arrive on 3rd or 4th February. I called the store few times to confirm delivery date which they confirmed. Few days ago I again called them but to my surprise I was told the shipment is arriving g in the third week of March. I was shocked to learn abt the new date as I had requested them to make a not in their system that I need the sofa before 5th Feb. I again called but the lady on phone was rude and said you won’t get so soon. I feel it is cheating on customers to take money for No inventory available on due date.

I purchased a warranty at Leon’s furniture in 2018. My dishwasher has been recently leaking. I am currently under warranty with this company. I have been unable to contact them for five days. I have done an online request. I have also sent an email there are no agents to speak to my phone, the company, and after being on hold for half an hour I was put through and then only ringing. I do not suggest anyone purchase this warranty from King and State.

I purchased two accent chairs from the Brick, a place I buy most of my furniture until now. The chairs delivered were unpacked by the delivery people, and upon inspection, I noticed they were the wrong colour. I was upset as they were supposed to replace another chair which was not possible at this point. The chairs had been in my home for about 30 minutes when I realized and I immediately called the store to rectify the situation. I had asked for a full refund as I was disappointed and did not want to go through the hassle of another failed delivery attempt. I was told that because the chairs were not in their original packaging (the box they came in) I could only get a store credit. I did not unpack the chairs. The Brick unpacked them, and because they did, that was considered "not original packaging" which meant bc they unpacked them, I could not get a full refund. I was forced to spend the money on items that I did not necessarily need bc according to the person on the phone "The Brick does not have a return policy". WHAT? I am extremely upset and have no intention of shopping at the Brick again as their "Customer satisfaction guarantee" is hidden between fine print that the customer is not actually aware of. 1) their mistake in item delivery 2) they unpackaged the items 3) they had no intention of providing the service promised and 4)lesson learned. Unbelievable, $1000+spent for no reason. I would have purchased more things from the Brick had this experience been better but now, not so much.

I ordered 7 appliances from RioCan Durham Center in Ajax, Ontario on Jan 21, 2023. It was with delivery and pick up of old appliances. We hired a plumber to assist with disconnecting our washer due to issues with old pipes. All appliances were ready for pick up on Jan 29, 2023 yet their Delivery Services just wanted to deliver the new products and not pick up the old appliances that was previously arranged. As such, cancelling the order as I cannot trust a company that does not do what they say they will do.

Attempted to do into the store to cancel and was told they cannot even do the cancellation and I have to wait for 1 day. The inconvenience to prepare for pick up - refrigerator contents removed, stove, washer and dryer disconnected - and not have my new products is very upsettting. This experience has left me sour whereby I will never buy from The Brick as I cannot trust what they say they will do and for the laziness of their Delivery Services who was not willing to take my old appliances despite the arrangements.

We waited few months to receive this sectional. The sectional we received arrived with a tear in the back.

I emailed the brick with pictures of the damage. I called them multiple times and each time the responded they said that they acknowledge the fact the I received a damaged product. In every call they said that they will fix it and a management team member will contact me soon. No one from management was available to take my call. My first email and first call placed on October 5, 2022. My last email was today January 27, 2023. No response to date. I have to mention that We are long time customers of the brick and we got most of our furniture from their London Ontario store

I made a purchase of a sofa along with an extended warranty from The Brick in April, 2021. The upholstery on the sofa proved to be of poor quality and began to peel within the first year of use. In June 2022, I contacted The Brick to report the issue and an inspector was sent out to take pictures. I was informed that someone from The Brick would be in touch with me regarding the next steps. Despite multiple attempts to contact the Kanata branch, I was unable to reach anyone and eventually visited the branch in person. I was informed that the upholstery had been ordered and that I would be contacted in August to schedule a technician appointment to fix the issue. However, I did not receive any communication in August. After multiple follow-up attempts, I was told in December that a cash settlement would be offered if I did not receive communication within the first week of January. When I did not hear back, I reached out to the Kanata branch again and was told that the cash settlement will be issued after I email pictures of the sofa. However, communication from the Brick ceased thereafter and I was later informed by the Kanata branch client representative that my claim had been closed by the insurance company with no further explanation provided. Upon inquiring for more information, I was advised to contact the insurance company directly. Today, I visited the branch and upon speaking with the supervisor, I was informed that my claim had been closed as it had been over 6 months and the most that could be offered was a cash settlement for 30% of the paid value or 35% store credit. I requested to speak with a manager who informed me that the decision was final and there was nothing that could be done. Overall, the extended warranty ended up being a scam and I was left extremely disappointed with the poor customer service and lack of resolution.

My mother was shopping at the brick for a dehumidifier she is 84 years old. The salesman sold her an Air-conditioner and told her it was also a dehumidifier, when she went to return it she was was told it was a floor model and gave her the missing pieces and said they couldn't help her. THEY LIED TO AN ELDERLY WOMAN AND SOLD HER AN AIR CONDITIONER IN JANUARY!

I bought a sofa with an extended warranty from "the Brick", The sofa got some damaged after some time. I have requested the repair warranty on July 2022 the technician came for an inspection in a couple of weeks and took some pictures to order the parts. Since then it has been more than six months, and there are no updates for the actual repair. I called a couple of times for the update and every time the same excuse from brick "We are waiting for the parts to come from a third-party supplier". I am wondering if the brick can provide the warranty then why promise and take people's money?

We purchased an LG Washer and Dryer from The Brick in Barrie on Sunday, January 15, 2023. Our delivery was made on Tuesday, January 17th. The delivery team damaged our dryer in our driveway and had to replace it. The replacement dryer was to be delivered between 12 and 3 on January 19th. I took the day off of work to be home, they didn't show up until 3:30 with no call to say they'd be late. The delivery team had no notes from the previous delivery and were not going to do the install as they were unsure if the vent was new. The delivery guy then proceeded to argue and was extremely rude. Tried to tell me I was lucky to even get a delivery and said I had 30 days to decide if I was satisfied with the machines. I called The Brick Barrie, ON around 7 p.m. and spoke with a manager about the delivery team and my experience.

She told me she had to email the fleet department to get their side of the story and a manager would call me back the next day. I then tried to do a load of laundry as I now had both machines and the washing machine didn't work. The door would not close properly or lock. I then called the store again and told them I wanted a full refund and they could pick up both machines. I was told this isn't their policy, they only replace the machine with the exact same one. I asked about the 30 day guarantee and she said that's only if the items are still in the original packaging and have not been installed. How is anyone supposed to know if the item works to their satisfaction if you don't actually use it. Left with no option, I had the exact same washer delivered today January 22nd. The delivery team was appalling, they didn't put on the booties over their outdoor shoes so wore wet dirty boots all over my tile floors and carpet and to boot the washer is scratched in 3 places as the delivery team didn't use the straps. So now I've had 3 deliveries, no apology and the only thing they offered was $150 credit or a $200 in store credit. I will never shop at The Brick again after this.

Hi. We went to rerun the mattress before the holidays and they told us they could take it back because there was a rip underneath. Well when they put the mattress on the bed they must have rip it because we have a rip on it now and they will not take it back. We did not take the bed off to examine because who would think to do that? We want to switch it to a different mattress as this one is a lot harder then we like, please help us

Hi,

We bought sofa from Brick store Located at 24 Coventry Rd, Brampton, ON L6T 5P9 and we have brick coverage warranty on it and we filled warrant claim in July 2022 Event ID [protected] and brick sent technician to check and he said you will get call from brick department for next procedure but after waiting a lot we did not get any call and they we reached out to the store and they they guys just waiting us a long and after came with a solution only for 700 dollars store credit but my sofa has a worth more than 4000 at the time of purchase and at the time of purchase we bought warranty for it and now brick decline it and saying it's a natural faint but my sofa has burgundy color and now it has peeled of leather and has white spot on it and it looks really bad and so I need clarification of natural faint and peel of because it clearly shows it's a peel of leather. So please provide me all written answer om my email [protected]@gmail.com. because if I did not get any solution then I can go for consumer court help.

We have an extended warranty for our Gas range. The warranty expired Nov 25 2022. Before it ended we contacted King and State to get repair work done. The convection part of the oven was NOT working. We did finally get Transglobal to come out and repair it. They apparently replaced the mother board. It was completed on or around Dec 21, 2022. The convection was working when the technician left but a few days later the convection fan quit working again. I tried calling TransGlobal and they said I had to contact King and State again. This seemed odd to me since it was the repair work done by Trans Global. You would think it would be covered under their warranty. I did finally get ahold of King and State (very difficult!)as they don't answer the phones.

They advised me that my warranty is over and so I am not covered. I told them the original repair was not good. It was working but no longer is. I would think that a repair that quits working within 30 days should be covered. I am very disappointed in the warranty service I received. The warranty is under my phone number [protected]. I did not receive any paper work from Transglobal either.

Caroll Wilson

[protected]@shaw.ca

I am filing this complaint on behalf of my mother who is 78 years old and currently is fighting bone cancer.
She purchased a washer in April 2021 and she also paid for an added 4 year warranty.

This is what my mother has told me has gone on so far:
washer broke on August 26
call them on the 27
they gave me app for September 5
nobody came
iPhone' back on the 6
they said they had the wrong address
gave me an appointment for 29 September
Repair man came and "fixed" it while complaining the whole time
4 days later it broke again
I tried to call them but nobody answers the phone just said thank you for calling and was on hold for 1 hour still no one
then when I call back it indicated the # was not in service (and yes, called twice to make sure)
I went back to the store and they told me to wait for them to send me a "coupon" for a new washer in the mail
I had to go back since nothing arrived from the Brick
I ended up going back 4 times but they just kept telling me
Now it has been almost 5 months and I am still waiting
I told them that since I have no car I had to walk to the laundromat to do my washing and pay the cost - for a woman on a pension, that is a lot of money
Now here we are January 19, I have called several times in 2 days, only getting through once to an agent named Ariel. She said the store manager name is Alysa and would call me back, that of course was 2 days ago.
I made it very clear that my next step would be The BBB & the media..

Completely unable to get a warranty claim started either online or through the phone. We've been without a fridge for over a week and just haven't been able to make any progress at all.

Our Online submission for warranty service did not get responded to. Not even an auto generated email that informs us they received the request. Unable to get ahold of anyone on the phone either. Just endless waiting on hold.

I have bought the mattress $800 + $100 mattress cover for stains (which bricks offer store warranty for extra 6 months) + $100 Box and $50 (total cost me with taxes $1171.37.

The mattress has worst quality the mattress is sagging and the body indentation is more then 2- 3 inches. I have contact brick within a year bricks have directed me a complicated claim process.

I have finally after 6 month to completed the process. i have spend one hours all the pictures' receipts submitted Within 1.5 year of purchase date.

After doing this hardship. Trans Global Service a transportation company replied on the behalf of Brick and have refused my claim by saying your mattress got some water stains. We do not cover the warranty if mattress has stain which their stain protects unable the mattress from stain .

I have explained everything to claim offer which all online. they don't even bother to come and inspect the mattress.

Just said cover and mattress is 2 different manufactures.

mattress manufacture would not cover warranty if the mattress has stain on it.