The Brick review: Frustrating experience – poor product quality & no accountability

I normally don’t write negative reviews — almost all my reviews are positive. But after this experience, I felt I had no choice.

I purchased a Whirlpool Stove (Model: YWFES5030RZ) from The Brick’s online store, and it was delivered on Sunday, April 6, 2025. Once unboxed, we noticed the bottom drawer was misaligned and the oven door had an uneven gap — wider on the right side than the left. Clearly cosmetic defects.

I checked The Brick’s website and saw that product defects within the first year are covered by the manufacturer, so I tried calling Whirlpool. No response — it was Sunday. I also called The Brick store, but no one answered. The following day, I reached Whirlpool, and they scheduled a technician visit for Tuesday, April 8.

The technician arrived, tried for about 20 minutes, but couldn’t fix either issue. He admitted the drawer was flimsy and said he’d report his findings to Whirlpool. After he left, I contacted The Brick via online chat, sent photos, and was told to wait for the technician’s report before any action could be taken.

On April 9, I called Whirlpool to follow up. I was shocked to hear that the technician reported both issues as resolved. I explained that nothing had been fixed, but the rep insisted their notes were correct. I asked to speak to a supervisor, who agreed to send a second technician — but warned that if no issue was found, I’d be charged. Completely unacceptable.

The second technician came on Thursday, April 10, and immediately said, “This is how it’s designed — you bought a lower-end model.” I had no idea this was considered a “lower-end” product, but even so, I expect a new appliance to meet basic quality standards. He also took photos and told me to follow up with Whirlpool again.

By this point, I contacted The Brick store directly. After multiple calls, I reached someone who genuinely listened and assured me they’d try to help if Whirlpool didn’t resolve it.

On April 11, I called Whirlpool again. They confirmed the second technician’s report said “functioning as designed.” I reiterated that this wasn’t a functional issue — it was cosmetic. I even sent photos again, but the rep said she couldn’t see the problem and dismissed my concern, telling me “thousands of people have this model and don’t complain.” When I said The Brick needed a report from Whirlpool to proceed, she said they couldn’t provide one and that The Brick should speak with their Whirlpool rep. No ownership, no help.

Frustrated, I called The Brick again. This time I spoke to a different rep who told me they couldn’t do anything unless Whirlpool authorized it. I explained how I’ve been bounced between the two companies with no solution. His response: “Well, sir, it’s not 30 years ago.” That says it all. He kept quoting their policy to me!

I told him I would leave negative reviews and even contact CBC Go Public. He said, “That’s your prerogative.”

All I wanted was a properly functioning, cosmetically clean stove — or a replacement. I paid $1,461. I’m not asking for anything unreasonable.

My advice: Buy your appliances from a company that actually supports its customers. I should have bought from Costco. Instead, I got stuck with a flawed product and two companies pointing fingers at each other and me. Buyer beware.