The Brick
Reviews and Complaints

I have made many purchases at the Brick in the last 7 yrs. I also bring many customers to the Brick store in LaSalle, Québec for their purchases. I am well known to the staff in the LaSalle store.

First of all the sales rep. Tell you that the extended warranty is fully reimbursed if not uses!
It is not reimbursed at all. You get a credit note that you must use within 90 days of its expiry date. Also, you can only use it to purchase furniture, mattresses and decorations. If you do not spend the full amount of the extended warranty (one shot deal) you lose the balance of the credit.

Also, no one will advise you when this extended warranty is expired so you must keep track of this yourself. Otherwise you lose the total amount of the credit which is due to you.

This being said, here are two very bad experiences that I am now dealing with:

1) LG refrigerator extended warranty:
Purchased March 23/2012. Warranty cost: $229.99
Deadline for use of credit note: June 22nd/2017

I purchased a Metal Art piece and a shag rug with my extended warranty on June 9/2017. The total amount came to $387.47. I paid the difference of $127.48.
Now here is the problem: My extended warranty credit note was denied.

In April/2015 my fridge light was no longer working. Being that I often go to the Brick, I mentioned this to them explaining that I tried changing the light bulb and nothing changed. They told me to call their service dept.
I said: Will I lose my extended warranty because of a light bulb. The sales rep. Said not necessary, it will depend on the problem. Just call them.

On April 13/2015, a service man shows up at my place and walks to my fridge, opens the door, opens a little panel on the side and removes the switch then reaches into his pocket and pulls out a new switch to replace it.
I asked him how did he know this was the problem,
He answered this part is known to be defective and was to be replaced with this new one before leaving the manufacture. They must have missed this one. It took less than 5 minutes from the time he arrived to the time he left.
So I said to him: so this means I will lose my extended warranty credit because they missed replacing it before leaving the manufacture.
He replied no, this should not affect your warranty at all. You let them know this if they do. It is a known fact that this is a manufacturing problem.

Well they did cancel my extended warranty credit note and I did tell them about this. They replied to me, the minute you make a service call, your warranty credit is cancelled.

I called LG's call center and explained all of this to them. They did confirm to me that they had a recall regarding the fridge's light problems.
They also said that with or without a warranty, this would have been replaced at no charge. They also said I did not need a warranty neither from them, nor from the store to have this part replaced.

So, today, I called Trans Global Services with this information and asked them to unblock my extended warranty credit. Remember, I am still waiting for my art painting and rug witch I already paid the deference owing of $127.48.

Trans Global Services ' call center rep. (Jovani) answered the telephone laughing and said hello! I hesitated and said hello? Then the call center rep. laughed again, very unprofessional. I requested to speak to a supervisor or a manager he kept ignoring my request and still laughing asked me why I was calling...After many unnecessary questions and arrogance he kept putting me on hold.
I kept insisting to please transfer me to a supervisor or manager.
Finally, I spoke to Omar (a supervisor) only to get the same arrogance and absolutely no cooperation or sensitivity to my problem. His mind was already made up before he even started to talk to me. He kept repeating himself.
He would not even consider the option of unblocking the credit.

What an awful way to be treated by a Customer Service representative and a supervisor. Especially after being a very good Customer for so many years and also bringing so many new Customer to the Brick store.

I do not understand the way we can be treated so badly.

On Thursday July 17 I recently had a washer and dryer delivered and it wasn't horrible experience where they left water all over the floor and had to clean the mess up from the old washer and dryer called customer service in Windsor to let them know all they would give me was a 50 store credit all I wanted was to get back the delivery fee to make it right and they said no only 50 store credit I am very upset as this was all I asked for

The salesman was okay. He did some sly things during the transaction, but I still proceeded with the purchasing of 3 appliances from The Brick at Heartland, Mississauga. The Brick has this asinine policy that you can not return appliances back to the store directly; beyond 72 hours from delivery. I purposely used my washer and dryer twice over the course of 9 days of the units being delivered, and my washer started to leak from the bottom of the door. When I called The Brick, I was told to Google the phone number for Samsung online and they will deal with it. Unfortunately, beyond the 72 hours, there is nothing the Brick could do for me. I have an extended warranty and manufactures warranty, and the unit was leaking after only two uses and they told me...to contact Samsung directly. I proceeded to speak with Mark (store manager) who had absolutely no Customer Service skills. Subsequently, he proceeded to tell me the same CRAP. July 20 @ 9:05am, I had contacted Samsung at [protected], to discuss this concern. I had told Marilyn (Cust Svr. Rep #4094887) that I do not wish to waste my time on the phone, I need for the unit to be replaced. She told me after 30 minutes that she only documents calls and forwards the concern to the repair dept. Did I not ASK this girl before we had started the call, if she (herself) could help with this type of situation and her response was "YES". LIES ALL LIES. she then told me that Samsung would only repair the unit and not replace it. WHAT THE HELL..."I called THE BRICK about this issue on July 17 and I have been getting the run around ever since". I am going directly to the store that I had purchased my 3 appliances from because "SOMEBODY" at the Brick will be resolving this matter. I gave the BRICK my money and the BRICK will be dealing with this DISSATISFIED CUSTOMER.

Hi,

I purchase my set of leather sofa and one of the electric mecanism to lift up the legs has stop working. I send pictures of the issue and called back at the store to here the manager telling me that I had to wait minimum 2 weeks before the insurance Global whatever to send a technician to repair my sofa? What is going on? I paid so expensive for these items plus paid for insurance to have to wait so long just for a repair services and plus treated as if I was asking for a favor and answer by the manager that politic changes and this is how bad it is now at Brick and I had to accept this terrible services because of internal changes? I would never ever refere any body, friends and family to Brick having to deal with such poor service and such low customer service. I very very upset and unsatisfied customer that purchase at Anjou The Brick in Montreal Quebec. Tin Ha [protected]
[protected]@solidxperts.com

Hopefully you can do something about this because this whole insurance thing is a scam...

So I order $2000.00 worth of stuff and was going to order another $5000.00. Just bought a new house much bigger then my old one, I have a few rooms to fill. I would never buy from the Brick ever. My order was separated into two. No problem not a big deal, have to be home for two deliveries. First delivery gets slated for Saturday July 15th. Between 3-6. I'm waiting and waiting. I get a call that the truck broke down. Mean while I know they were running late and once they saw that the Qew, which is a highway was backed up they decided to call me with a bogus story. What ever it happens. I call the store on Sunday and talk to a lady that my delivery had not come and told her why I didn't have it delivered on Sunday. I play baseball on Sunday's and would have to cancel it if I couldn't get put to the front of the deliveries at 3pm that day. She promised me that so I could make it to baseball. The Bricks model must be screw the customer at every chance they get I waited til 7pm no delivery for the second day. Not even a phone call nothing. Forcing me to wait around for a bogus delivery two days in a row for almost 8 hours. I have been charged $70.00 for delivery and I have yet to receive my furniture.

I ordered close to $15, 000 worth of merchandise (furniture, appliances, etc.) from The Brick in Niagara Falls, Ontario. I had an absolutely wonderful experience with the salesperson I was working with. He was kind, compassionate, understanding and helpful. Once everything was delivered, there was an issue with the over the range microwave. It wouldn't fit in my kitchen because of a mistake with the measurement. We did not even remove the microwave from the box. When we called to make arrangements to return the microwave, we were told it could not be returned. After pleading with the woman on the phone, and explaining that we had spent a lot of money and just wanted to return the item she rerouted us to the manager (Eric). I explained to Eric that I had recently experienced strokes and was physically unwell and was trying to navigate a move from the retirement residence I had respite in to my new home. I made a mistake with the measurement and simply needed to return the microwave as it would not fit in the space. He was difficult to deal with, told me he didn't care how much I spent, it made no difference to him, and the policy was the policy. His attitude has left me very disappointed. I will not be purchasing the remainder of my items at the Brick as planned (I was planning to refurnish my whole new home). He finally told me if I could get the microwave back to the loading dock myself, he would arrange a store credit. Very, very poor customer service from this man. Such a shame considering how wonderful the salesman originally was and the fact that the products are usually very good.

I received horrible customer service at the whitby location when purchasing the product. It felt as if once I paid for the TV, they just wanted my out of there. When I come home, my TV canot be controlled. I found out later through samsung that the brick gave me the incorrect remote control for my specific TV. I have to take time our of my day to make up for the mistakes of the service provided at the brick. When I call in for support/questions, no one is of help. Everyone I speak to is unhelpful by just telling me that the person that can help me is not present. This was my first and last time purchasing a product from this store. I have never received such rude and unhelpful behavior before.

Hello, I ordered some furniture last year from Brick Kitchener (Broadwalk) and the delivery took 2 months. This time I have ordered a bed and mattress last month and the delivery date was last Saturday July 8th. I got a call and I thought it will be delivered today (Wednesday). Now today, they confirmed that it will be delivered on 19th July and its not confirmed. I am complaining because last year we had a get together event at home and I ordered furniture for that. You took too much time, but failed to deliver on time. This time, my mother in law is coming on July 15th for two months and we ordered a new bed. You failed for the second time. Its very disturbing. Name: Mohammed Ahsan, Phone [protected], Order 060975DVBQR. Order date 9th June. Please investigate.

I want to complain about the Store Manager at The Bricks Newton branch. His name is Mr Dizon. He doesnt deserve to be a store manager. He doesnt have a right ethics and values to be a rightfull manager of the store. I bought from the store a living room sofa set and 2 accent chairs. My sales invoice # 07077BSVHGE. My ordered was delivered today July 11. Unfortunately the delivery people didnt assembly my sofa because they said that its not listed on their invoice that they will assmeble it. So I was left alone to assemble it myself. My sofa was good but my 2 accent chairs were rocking/not stable. I went to the Bricks to return it and I said to the manager that I dont want it anymore bec of my bad experience. He said The Bricks policy is only to exchange and they dont have a return policy.. "Why? if I am not satisfied, there is no return policy only exchange? he said its because its company's policy. And he went to continue his work. Mr Dizon doesnt deserve to be a Store Manager. He is a Rude person that doesnt console or empatize to the experience of his customer. He doesnt listen and too busy with his paper works. why is The Bricks hiring a Store Manager with so bad attitude. I thought your company policy is " Our commitment is to you ... our customer... But Mr Dizon commitment is not customer but his paper works. And he even said.. "go ahead complain, its our company policy".. I just hope if somebody called me its no longer a Store Manager, I hope somebody with a higher position so that Mr Dizon could change his behaviour to his customer

I purchased a bed frame in June 2017 and the rail was damaged. Now we identified scratches on the head board and I am being told this is a "rustic look" which is a complete excuse to not take the bed frame back.

I want a full refund on my bed frame ASAP. I have called customer service many times in Edmonton and the store manager at the South Surrey Location whom by the way is very rude, and incompetent (Panam Singh).

I need immediate response to this terrible bed frame and expect this to be returned. Sonia Rao [protected]

bought this fridge with warranty and was told that warranty will replace the fridge after 3 calls
have been having same problem and this was our 4th call
the technician came on june 20 2017 and confirmed that he will get in touch with us within next 48 hours.
when nobody called we contacted customer service on june 27, 28, 29
every time we were told the technician will come next day between 8-10am.
the stuff in the fridge has rotten
and this has happened 4 times
seems like nobody is interested in solving a problem
really liked bricks and my account will show how much i have purchased from you
long weekend is coming ahead, family coming .and we don't have no fridge
its very frustrating.
will need a solution asap

I purchased a fridge, stove, dishwasher, microwave all at the same time from the brick (which I now regret)

I also purchased the extended warrant and was told that if I didn't use it in the five years I would get a refund. Well, the 5 years is over and I patiently waited for a letter of confirmation of how much it was going to be.

Guess what? nothing came so I called the brick! Guess what I was told? "Oh you had to use that within 90 days you have nothing now"

I sure WAS NOT TOLD THAT when I paid thousands of dollars for my appliances and the warranty. Now does that want to make me want to shop there?

So, I emailed them and it says a reply within 2 days. Another shocker..thats was the 20th and now its the 27th! They can't even reply in a timely fashion.

I ordered a 'Buyers Best' bedroom set for $2000 back April 24... was told it wouldn't be available until Mid-May... I called many times after the expected arrival date and for 4 weeks I every time I called they said it should be in today or tomorrow.
By week 3 of being told it would be in 'today or tomorrow' I went in to complain. I am 7.5 months pregnant, I'm not sleeping because I just have a mattress on the floor and I was really upset.
I was told by not 1 but 2 employees to 'calm down, it's not good for the baby'... So condescending and rude because THEY are the reason I'm upset.
I explained I have been sleeping on a mattress on the floor for the past 7 weeks, it's not easy to have to get up and down especially when i have to pee 5 times in the night. Again I was told to calm down because it's not good for the baby. I said it's not good for the baby to be lied to for the past 3 weeks, not be able to settle in to our new home let alone set up for a new baby because we don't have our dressers or anything.
The only thing they offered was for me to pick out a new bedroom set and pay the difference if it costs more... except the next similar storage bedroom set was double the price... which we were NOT going to do.
Once again I was told it would show up the next week Wednesday so once again we made sure to change any plans so we could be available for weekend delivery... and once again... it didn't arrive.
My husband tried calling in... he asked to speak to a manager and was hung up on. The 'customer service' rep, Bridget, hung up on him 7 times when he asked for a manager. Eventually he said he was recording the phone call, and she said he couldn't do that and hung up again.
Since the in store customer service was useless, I tried contacting the Facebook help, it took 3 days to get an answer from them, but on June 14th they said my order had arrived... same day Bridget was hanging up on my husband.
I went in the next day to cancel my order and got dirty looks from the customer service rep (not sure if it was the same girl.. Bridget).
Then while cancelling she said oh.. it just arrived today.
I said nobody called me.. she said because it wasn't off the truck yet so they would call tomorrow ...meaning yet again I wouldn't get weekend delivery.
I cancelled and she did not care at all that she wasted 8 weeks of my time.
They offered nothing... not even free assembly of the bed for leading me on for 4 weeks... and we made it clear, i am no longer in a condition to assemble the bed and we asked about it... but they wouldn't do anything for us.
Apparently waiting 8 weeks for a bedroom set it normal. And the more I tell people about my experience, the more i hear this is common for them.
They offer a low priced set of something and the next comparable set is double the price... then they can't deliver so you end up upgrading.
I could have had an entire bedroom set custom built in the time I waited. I know, I asked at a Mennonite furniture store.

When I read the reviews on the Google page for this location, the customer service team hangs up on people all the time, and they make people wait excessively long times for product, things are promised one day and then not delivered for months.

It's just unacceptable to treat a customer this way.

Bought a dishwasher last week, was a floor model, I thought 430.00 great deal, had a small dent on door no big deal, as long as it work that, s the main thing . Well get it home hook it up and water is pouring out the bottom, take it back to the brick said I bought as is, , it, s funny how they are so nice then your buying something but when you bring something back the fangs come out, told me not there problem anymore call the manufacturer, I think that at one point it was drop that, s why it had a dent, husband looked at the bottom a it was cracked. I feel someone at that store had drop it and but it for sale anyway and wait for a sucker ( me I guess) I am so piss off, I will never ever deal with the brick again and will definitely tell friends and family of the hell I, m going though, I can say that the brick ripped me off of $430. 00 . The old saying applies to the brick buy beware

On May 30, 2017 I purchased 2 bedroom dressers, a double mattress complete with frame and box spring and a queen mattress at you store located 12748 Highway 50, Bolton Ontario. L7E 4G1.
A balance of 1806.61 was the balance to be paid over 18 months as per the plan I selected, I received a statement with a balance of 1818.86 and noticed a fee of 12.25 added to the 1806.61, I called customer service on June 22, 2017 at approx 12 pm to complain about the fee charged to me, the agent replied that the fee was for plan protection, I had explained to the agent that I had not purchased any plan protection or any extended warranties and the agent said I had signed for a protection plan which I was not informed of when completing the transaction, I told the agent I was not paying that fee since I never was informed to have the protection or not, the agent then replied that I can have it removed but she can not do it that I would have to go the store where I purchased the furniture and fill out a form to have it removed which I did on June 22, 2017.
The issue I have is that I was never informed of this fee in advance and it was put on my account without my knowledge and when I told this to your customer service agent I was speaking to and that I was upset about the fee on how it was added to my account that I would be paying the statement off in full less the fee and will be cancelling my brick card she replied OK, wow great customer service you have I felt the agent was not very helpful and will no longer be shopping at the Brick in the future.

John Moshe
146 Ellwood DR West,
Bolton, Onto.
L7E 4W4.
Brick Account #[protected].

We bought stove, fridge, microwave, dishwasher at the brick and purchased extended warranty. We where to, d that if we did use the warrant we would get a store credit.

We didn't use the warranty on stove or microwave. I was never told anything about how it was up to me to go to the brick and tell them it was over! I called today to find out about the credit and I get told by a cocky sales person it was up to me. We never received anything saying we had a credit or how much. He basically said too bad!

Another ripoff or con they use to get u to buy warranty? Sure looks that way

We purchased furniture from the brick in Pembroke. The couches we purchased were not in stock and were back ordered. We are spending the summer in the Toronto area, and when my husband received a call and was told the furniture was arriving Sunday he drove back home to be there for the delivery, leaving me behind with our infant. Now that he is in Petawawa, he received a call saying the couches will not be arriving tomorrow after all because they didn't get in! I called the store and was told they can't help me and that they will just call us again when the couches arrive! I told them again? We received that call already and that is why my husband is there. I asked them who would cover the gas money for all the trips to Petawawa and back to Toronto and they shrugged me off! My husband would not be driving 6 hours one way for nothing! I asked for a manager and was told they were with a customer, so i asked that the manager call me back. When I received no call I called back and was told the manager was still with customers. I said I'd wait on hold and was then told the manager is out of the store! So I was either lied to before that the manager is with customers or am being lied to now when they tell me the manager is out of the store! This is very unprofessional and upsetting! I can't believe this is how you treat your customers! I would like a call back from the head office and if this is not resolved I am so upset that I will be willing to go to the ombudsman as well as the media! I spend thousands of dollars at the Brick, and get dismissed like nothing! Unbelievable!

We are very upset that the fridgidaire side by side refrigerator purchased on october 20 2016 stopped working. We called the brick who sent someone out to determine the issue. We were advised that it would get repaired 4 days with no refrigerator we are trying to get answers to be told that the brick will not handle this and we need to contact someone else to fix the fridge that is under warranty! It has been now 6 days with no fridge. Delays because the brick will not stand behind their warranty and we will never purchase from you again.
Loss of food, loss of wages to stay home from workwhile you send someone out to then tell us to go elsewhere.
Your customer service sucks. Your warranty is bs both my husband and I work for large corporations and we are appalled at your companies behaviour.

My name is Dusanka we purchased dinning set on Jan 5, 2014 with that we got 5years warranty, at the time of the purchase we were told that we are covered 100% for any damages including glass and the wood. Last night we have a diner and the glass on the top just cranked out of the blue. I called local store and was told that is not covered in warranty, no one even offered to come and take a look and operation manager was very unprofessional and rude, she wouldn’t even provided me with her boss phone number she told me to google it. I need you to send a technician to fix that ASAP. I paid $17959 for a table and $215 for the warranty this has to be included. It’s not my fault that cheap glass was installed, . I am expecting someone to reply to my email with the time and date of the repairs within 48h in failure to do so I will go public. I don't want anyone from that store to contact me I spoke to OM she was extremely rude and unprofessional. I've got email from Kassey-Lee Lankford she didn't help either. I had to chase her to respond back to my emails. I asked her for CEO contact info she wouldn't provide me with that. I need someone from the top to call me within 48h or I will go public. Thank you!

Hello,

My name is Thao Vo.

This is the second time I bought the furniture at the Brick. The first time 2015: I got a lot of troubles about delivery and assembling. So now when I signed the Invoice, I asked the saleman to put a note that: the delivery drivers will assemble the bedroom suite and everything must delivery before Friday June 2nd, 2017 (I bought on May 28th, 2017)

First problem: The delivery driver refused to assemble my bed. I called Shovon (Salesperson) on delivery day, told him what happened and he promised me that he'd send somebody come the same day to assemble the furniture. Nobody showed up.

The next day, I called Shovon, once again he promised he'd send somebody come the evening to assemble the furniture. I waited and nobody showed up.

The next day, I called him and this time he said that everybody is so busy at this time of the year so if I assemble the furniture myself, he'd give me $100 credit.

Second problem: Today is June, 15th, 2017 and I still dont have my Sonoma night stand and Tencel Qu Matt Pad.

I called Salesperson Shovon many times, left the messages, I even text him but he did not answered me.

One thing made me really surprised: I called Customer Service at [protected] and left the messages but nobody called me back.

I am their customer but what I am suffering now from their services is so terrible. This is too much for me, wasting my time, this give me headache.

Please help, HELP, HELP, HELP.