The Brick
Reviews and Complaints

To The Brick Head Office, The Brick not honoring the warranty credit.
I have purchased a great amount of goods at the Brick with 5 year warranty. When my 5 year warranty had come to an end, I contacted Brick to claim my store credit and got refused as they said " our system showed you are still under warranty for an additional year" As I am back to reclaim, they now refused me again saying "sorry your warranty expired a year ago, you had to come when it expired" I have mentioned I had done that and was informed otherwise. I called another Brick to find out the true status and was told again I still had warranty now until November 2019! One Brick says expired and other says still under warranty! Is this done on purpose within Brick''s system so Brick does not have to warrant the Credits!
I have called the head office twice now regarding this issue and still not resolved.

We purchased sectional on November 26th. We were promised to receive sectional January 10th2019. We sold out old furniture (have proof on kjiji) January 6th. When I called Brick they said our sectional will not be delivered until the end of the February. I was not upset that they couldn't deliver furniture I was upset annoying let us know if that was the case. Closer to the mid February they delivered half of our furniture. Meaning top of the sectional. As he had nowhere to sit. The second delivery was scheduled by the end of the February. The only request I had for that Saturday was but if I try to be delivered after 11 o'clock in the morning. Hi this point we have not made one single complete. Instead of delivering our furniture after 11 they had sent someone to deliver it at 8:30 in the morning. When I try talking to someone up in a ball I was told why am I feeling inconvenienced the furniture has been delivered. This made me very upset yes we were inconvenienced first for not having a French or divide due date that we were told a second this is the second time we're having delivery because we don't have because the brick didn't have the full furniture the first time only gave us the half of the section. Customer service was so rude so disrespectfu. This set up another day to deliver the second half the sectional. I husband had to take the day off to receive this furniture. Full-time customer service has done nothing to buy the boots and is respectful even to the customers like acid had not made one single complaint until the second delivery but they couldn't match our demands which was just delivered after 11 o'clock. Every time I have called and left a message talking to someone no one has a turn my call back. I have done everything in my power and look at you joking my power to let everyone know what service we have this season I have to cook everything and not for the people not to go out and shop at the store. We have not even received an apology yet furthermore there's something wrong with the furniture I have sent them the pictures twice to send a technician and no one has called me back with a date I just finished calling them today which is March 13 to ask why they have not sent the fishing yet. The location of the store is in Mississauga it's on Bridgeway it's a superstar furniture and I have to say in my life I have never been so disrespected and such a poor service given until I have dealt with this store. My phone is [protected] I will be going to speak to anyone who has at least some decent slee we have not even received an apology yet furthermore there's something wrong with the furniture I have sent them the pictures twice to send a technician and no one has called me back with a date I just finished calling them today which is March 13 to ask why they have not sent the question yet. The location of the store is in Mississauga it's on Ridgeway it's a superstore furniture and I have to say in my life I have never been so disrespected in such a poor service given until I have dealt with this store.

I had a problem with my washer that was bought from the Brick and covered under the extended warranty offered by King and state
They sent the most ignorant technician who came 6 times and can't fix or replace the damaged Washer and it cost me more than I paid for the extended warranty to use an outside Laundromat
Still I have no washer and the ignorant don't answer me

King sized Sealy Crowne Luxe

We have been run around for what will now be our forth year, and our 3 bed.
We have been dealing with an atrocity of a bed set, and we are now being denied a claim because the bed doesn't meet the online standards. (It does, and the picture process is ridiculous)

We are struggling to sleep at nights, have back issues and are being negatively affected by this brutal service.
We have experienced service from an in store employee who is telling us he is working for us.

The issue is the upper part of the company is oblivious to the situation. Sending our "online claim submission" to a Carlos in Edmonton, who is denying the return of the mattress from his desk thousands of kilometres away.

We've spent a lot of money, and now have spent more money, and a lot of time has been invested and lost in this faulty system.

The beds have been duds. We aren't big people, nor do we laze in bed. It would be nice to, but I'd prefer my cement front step, as it's more comfortable.

What is sad is that the company strives for satisfaction for customers, and value the brand for service, and integrity of it's employees.

Yet, the money is gone from my pocket, and I lay awake in pain because we were sold a terrible set of beds. Multiple times.

We try to support the employee because he has been great to us, and we continue to send people his direction. Unfortunately this seems to be out of his hands, and it will now lay in the hands of your employee sittin at their computer, viewing flawed DIY pictures on cell phones.

How about ask the customer how they're feeling.? How about asking the customer if they can do anything to make this situation better. Who returns a bed if it's good? I certainly would not. I wish for the situation of a good bed. Our bed for 4 years has been terrible. All of the ones you have sold us. Where is the satisfaction guarantee in this situation? Where is the sympathy?

It is unbelievable, and terrible that I have to explain in such a brutal forum about how bad my bed is. It's a bed. There's no fabrication in this story. The beds/brand of bed is terrible, and we need this to be settled.

It is terrible to think that a multi million dollar company is so oblivious to the situations of those who make that company who they are.

We would like to replace this bed, we would like to have it done this week, and we would like for someone to acknowledge the fact that maybe if the bed is being talked about in such a negative way, it's a terrible bed.

Thank you

I have been waiting for approx 2 weeks to get a service person to honor my extended with the brick. I have been given the push around from the need to Call the brick customer service to calling King and State directly who in turn directed me to call Trans global and Home Appliance Repairs Mississauga.
Where does it end. I have a house fill of children and guests with no working dryer

Received everything else but the 1 missing base. I have sent Emails, Etc to the store and now they refuse to contact me about the missing product.
This will be the last time that I will ever shop at the Brick due to poor customer service.
The day I went to buy products I had wrote that on paper. The new girl could not understand that I had written this on paper. She said she only could understand if it was on a computer. This who they hire at the brick people who can't understand something that is written down on paper. Hope they resolve this problem.

Jan.25.2019

Bought sofa, loveseat set and other. Second time since December of 2018 that excuses of why my product did not arrive at my Brantford store.
(customer service blames sales person) what's funny is we were there when sales checked with customer service for stock and delivery times (all ok when we were there)
- then excuses day of when I called to make sure, we'll stocks not in etc or next truck is only say Thursday, ok then why did my stuff not get on the truck that was promised?

We already a piece wasn't probably available on time plus our sofa, but all other stuff was in stock at Mississauga warehouse but not shipped for pick up Jan.30th as promised.

SECOND TIME SINCE DECEMBER AS OTHERS SAY AMOUNT OF MONEY SPENT ETC.

PROBLEM IS AND MANY DON'T KNOW THIS:

LEONS BOUGHT THE BRICK AWHILE AGO SO IF A PRODUCT IS AVAILABLE AT BRICK WAREHOUSE, WHY NOT PULL IT OUT OF STOCK FROM LEONS INVENTORY. (NOT HARD PERIOD) JUST MOVEMENT OF A PRODUCT FROM 1 ENTITY TO ANOTHER WITH PO# SO FUNDS CAN BE TRANSFERRED ACCORDINGLY.

BRICK BRANTFORD CUSTOMER SERVICE IS FULL OF EXCUSES AND BLAME GAMES AS TWICE SINCE DECEMBER 2018.

PEOPLE REALLY SHOULD START PUSHING BACK AT THESE TYPE OF BUSINESS ACTIONS. THEY THINK THERE ARE SO BIG THEY CAN DO WHAT THEY WANT.

START MAKING THESE COMPANIES PAY US BACK FOR WHEN THEY FAIL.

TOP BRASS SEEMS TO CLOSE THEIR EYES AND EARS. GOT CUSTOMER SERVICE THAT EITHER HANGS UP PHONE OR ARGUES WITH THE CUSTOMER.

I WAS TOLD NO REAL HEAD OFFICE TO COMPLAIN TO, THIS WAS FROM CSR IN BRANTFORD STORE

Jan. 26, 2019
customer service the brick
brandon, mb canada [protected] x 102
I am writing to you with yet another problem with the love seat we purchased there and in less than a year of purchas you had picked it up repaired it and brought it back. Then again we called 5 months later to report it was doing the same thing and we asked for it not to be repaired but a replacement of same love seat. That was in aug 27th of 2015. Since that time even this new love seat was having issues of screws bolts dropping out and the levers (handles) for the reclining part braking where you cant recline it at all with out lift the whole leave seat up on its back to release it to recline only to leave it reclined and crawling into it and trying to get out of it and the material is cracking tearing coming a part. You will notice in the pictures i've included of the same thing on how the seat is leaning and sagging also the duct tape that were using on the rips and tears. I have made close up shot of how it begins to rip and tear as you see on the arm that's where your arms lay when using the chairs.
When we bought this piece of furniture we indented it to last threw out our last days as we are seniors and have no children to do damage or teens either our animals could never cause any of problems that have been going on since we bought this piece and it wasn't cheap it was over 1300.00 at the time. For us to spend money like this you expect it to last more than the time it's taken 2 pieces to fall apart. If I were ceo of the brick I would be totally embarrassed for having sold this non quality of furniture to someone, or even having it in the store or inventory.
We are asking to replace this with something totally different that will last and were not going threw this again. We are asking for good quality in the furniture that your going to replace it with we paid the extra warranty on this one and the 1st one I will not pay for more warranty so you will need to add that as well or for it to be delivered as i've paid that 2 times as well this too you will cover not us..
We would like someone to handle this and contact us as soon as possible regarding this matter. With hopes in a solutions to this matter. We feel that you should stand behind this and provide service that will take care of this matter.
We can also forward all emails regarding the fix and the replacements and pictures at that time if you would like.. I provide pictures with the duck tape were using on it for the last 8 months and take pictures of the material and how badly it is and of the handle that is broken off along with how it is sagging like the other one did before this one.
We are very upset as you could imagine and would like you to really take care of this matter for us.
You can contact us by phone or email. [protected] [protected]@gmail.com we do not have an answering machine. We wish to thank you for this opportunity of asking for you to stand behind your products and making the customer right and happy so they might come back to your store for more items as they become needed. We look forward to hearing from you very soon.
Sincerely,
art and wendy riddell

The Brick had a man come to my home to setup my washer and dryer for me .I bought a stacking kit just in case they would not fit but they did with a slight adjustment. The installer refused to listen to us and when we were not in the room he stacked them . We told him to take them apart and he refused, and in the process of stacking them all by himself when there should of been 2 he caused great damage to the washer . The Brick corporate office were kind enough to replace the washer and that we are grateful. So when the delivery men came to pickup the damaged set and while they were removing the rack they called me over and showed me that all that was holding the rack on were 4 tiny screws and NO BOLTS!.I used that washer once and phoned the brick to tell them that something was very wrong with it and they just laughed and said it was the floor . When I used the washer that one time it was like the dryer was coming off the front of the washer so I tried to hold back the dryer while trying to turn the washer off . The installer by leaving out those bolts is called criminal negligence and he put my life at risk by not doing his job . Now when I received the replacement washer and dryer I assumed that it would of been installed since I paid for a instilation the first time and it was not my fault that the installer destroyed the washer so why must I pay them instilation again, it makes no sense to me . So if I did not get a proper installation the first time should I not be untitled to a instilation on the replacements. I live on Canada pension and make very little money and can not afford to pay that amount of money again .I feel that the Brick owes me the price I paid for a installation 189.00 plus tax . Do you not agree? The installer also did damage to my home when he lifted the dryer by himself he gouged the walls and my wood window frame plus almost killed me by not doing his job correctly. So I will wait for you answer on the refund and if you do not do the right thing than I must make other plans to make things right . I will give you the invoice # of document # 1123EWYSWF .The names of the witness are myself, my sister, Frank Hurley, David Jackson these young men are the first employees that I have seen that you should be proud of. All the people named saw that there were no bolts in the rack just 4 tiny screws . If you chose to get ahold of me my email address is [protected]@gmail.com and my phone # is [protected]. I will be waiting to hear from you shortly . Thank you for your time .Ann Marie Gallinger .

On Jan 26 I had furniture delivered to my home from the brick(located in St Catharines) two employees showed up and brought the furniture into my home.Both employees did not have covers for their shoes and tracked snow and salt over our floors and stairs.Which I thought was totally unprofessional, needless to say I had to clean the mess.While cleaning my stairs I slipped on water and fell down the flight of stairs in my home and landed on my back.My husband found me at the bottom of the stairs and rushed me to the hospital.I have a bruised forearm and inflammation of the small tissue and left kidney.I am unable to walk properly and had to take time off work because I can't perform my job.My husabnd called the brick and asked why the employees didn't have covers over their shoes, the manager made excuses instead of apologizing about the situation.I know accidents happen but this whole situation could have been avoided had the employees either cleaned up there own mess or worn something over the shoes.Very unsatisfied with the unprofessionalism!

I bought 2 full beds on End of December. We brought one bed frame on day we purchased but since our house is currently on renovation we asked for the rest of items to be deliver on Jan 24. Today we received the delivery and tried to build the beds however, one of the bed frame has all broken edges, scratches, and the other bed was missing side rails.
I've been searching for the rails since I thought it's impossible for rails to be missing for ‘beds'. I eventually called the customer service and all I heard was they only sent us headboard/footboard and not the side rails; and it's impossible to figure out why they missed rails since the sales person is off today.
How is it even possible to not send a side rails for the beds purchased and the other one is all broken. It is more like recycled frame. Also it's hard to understand that there is nothing that stores can do at this moment just because that sales person is off. Since we're moving from the distance we reserved all the today to deal with this moving, assembling, etc.
There should be solution for this issues; the company cannot always tell customers to wait forever. We are spending money and time in here and all we get at the end is damagend item. Now we're putting more time and energy to resolve this problem and this stress cannot even express in words.

I was expecting a delivery of dinning table with six chairs and one queen size mattress.The delivery guy call me 20 minutes ago and ask me make my way clear at front door. i have double garage .when they came they call me to open the door .i opened one garage door.At the moment, i saw them he was shouting that i didnot clear my drive way.i said i just need to move my car and it will take just 5 minutes. One guy ran to my house, he entered in the garage and started yelling on me, he was very rude and blowing up.he said i will not deliver your furniture. I ask him to calm down. My husband also asked him to mind his way of talking.he left without deliver my stuff

Hello the brick canada team,

I would like someone from upper management level located at main head office to give me a call or agree my request as describe below…. Please

Recently, a request has been sent for an exchange for my sony 75' x900f to an lg 75' sk8070 and someone from the bick canada mississauga called me to let me know that exchange or return is not possible.

Tried hard to explain the situation but no success.

Reason of exchange: my kids want the lg as it has a magic remote and more user friendly and like the apps and right now i'm still using my lg 47' tv.

The sony is bulky and thicker and the apps is old style not user friendly whereas the lg thinner /slim and apps are very user friendly.

A bad decision made by us…it's happens, human nature

The sony 75' is packed in its original box with all packaging and manual.

I'm a good customer with the brick that the reason we bought the tv from your store not from best buy or any other store.

My purchased amount during the last 2 years 2017 /2018 with the brick is approximately over $10, 000.

Best buy agree to exchange / return within 30 days of purchase but as a loyal customer, I bought the tv from the brick

I know if you disagree with my request, I will never come back to your store again nor refer / recommend any of my friends as I will not be happy with aftersales service that will make sense.

A customer gone from your list will not make much different in your sales however for me and my family will make a huge different as a tv is part on our daily life and we have to deal with it for the next 5-8 years of our life just watching a tv that we don't like it.

However if you agree my exchange, i'm willing to pay a reasonable admin./ restocking fees and the remaining as a store credit for my next purchase at the brick.

Please kindly accept my request so that I will remain a good /loyal customer with the brick canada.

Thanks
Sanjay cheekhoory
Cell: [protected]

See first request below.
I bought a sony 75"x900f on boxing day, delivered on dec 29th. I heard a lot of positive reviews about this tv but as soon as I took the tv out of the box, I didn't like it. The next day I went to the store and talked to the manager but she refused to exchange it. I had an lg before and want to exchange it for an lg but she made it clear an exchange is not possible. Now after one week I am still not happy with my purchase and I have put it back in the box.
I am a loyal brick customer - during the last 2 years I have bought three bedroom sets, a refrigerator, 4 high-end pillows and two coffee tables (I can provide the receipts on request). Now I recently purchased a tv but I am not happy with it. I am requesting the brick to approve an exchange, taking into consideration all the purchases I made. I would like to exchange it for the lg 75" sk8070 and would like to receive the rest of the amount back. I used the contact us form for my request but I got a call from the same store and was again denied any proper after-sale service.
I hope to receive a positive response from you and I will continue to remain a loyal brick customer if this issue is resolved.

Thank you
Sanjay cheekhoory
[protected]

I've never been so frustrated with a warranty process. I was told when purchasing my TV and purchasing the extended warranty that if the TV starts to go the they will either repair the TV or replace it.
Now after a few weeks of dealing with this warranty crisis, I find my self chasing them to get answers and just now I'm finding out that what was promised to me is not in fact the case.
I'm now being blamed for not reading the fine print. Sure shame on me and sure something is better then nothing but the point is I've been taken advantage of, this is something that should be explained when spending even more money on a product by the salesman. Instead I was told this amazing deal and fool proof to ensure you get a new TV and now I'm being ignored, ridiculed, and ripped off of my money.
Something needs to be done about this system and I either want my money back or the deal I was promised and get my TV replaced no charges no hassle.
But of coarse after everything I've been through with this company I dont see anything like that happening. So the best I can do is warn the rest of the public of this crooked system! Just beware people, I would stay away from the brick and this king and state warranty because they do nothing to help and keep you a happy customers it's clearly the least of their concerns.
So much for making the customer happy. I'll be sure to tell family and friends of my experiance.