The BrickReviews 541

I purchased a sofa from The Brick and was strongly encouraged by the salesperson to buy their extended protection plan, which was marketed as coverage for any damage for up to five years. The protection plan was very expensive, but I agreed based on the assurance that it would provide peace of mind.
Unfortunately, when my sofa was damaged, my experience with the protection plan was extremely disappointing. I reported the damage immediately, and the company sent a representative to inspect the sofa and take photos. After waiting 10 days, I was informed that my claim was denied because the damage was "not covered" and that I supposedly failed to report it on time—despite the inspection already having taken place.
This experience has been very frustrating and feels misleading. The protection plan appears to be designed to collect money rather than genuinely support customers when issues arise.
My advice to new buyers: think carefully before purchasing furniture from The Brick, and especially reconsider buying their protection plan. Based on my experience, it does not provide the protection that is promised at the time of sale.

Waited over four weeks missed two days of work because of no-show deliveries not even a phone call. I had to phone them and yes, I cancelled West Edmonton Mall location beware.

I've mostly had good experiences with this company and have purchased several things in the past as well as having referred numerous people. I recently had an order delivered on December 5th for a few items and almost immediately realized that they delivered the wrong TV, one that was much inferior than the one I had purchased. I immediately contact their Customer Service to try and contact the driver to advise but they mentioned that they've already opened a ticket up and cannot do anything further though I would receive a resolution within 48 hours/exchange the TV. I received a message the next day and was advised that they are only able to deliver the correct item purchased 3 days later, however, as people still work, it was rather inconvenient for me to take the day off and I tried to get them to change the date with no success. I am left without any TV now for more than a week and unfortunately, not able to open the incorrect one that was delivered. The customer service initially tried to tell me that everything was correct, when clearly it was not after sending them a picture of the box. I contacted the store that the purchase was based and spoke to Rachel trying to get a sooner resolution to the issue that was clearly their fault or some form of compensation and even after speaking to her Manager Desmond Zhou, they were unwilling to do anything else after having rescheduled a delivery for more than a week after the initial delivery was made on December 5th. This is unacceptable and they need to take account for the inconvenience to Customers, loss of pay taking days off and for customers who have purchased items with them in the past. It seems that no one wants to take ownership of this glaring error as the store said it was the Distribution centre who sent the wrong TV, and the Customer Service agent claims that it was the store's error.

I feel completely betrayed by Brick. I am not a fan of extended warranty and I was tricked by Mr. Moe to buy it three times. He persuaded me what a wonderful extended warranty does Brick have. After expiring I can use my money to buy whatever in the store. He said I will never loose my money. He even handwritten on the purchase agreement the time I can use it. Sounds great! The first time I completely forgot about it after 3-4 years. OK, my mistake. Last year I did not. Whe I came to use my $230.00 I was told the purchase MUST be at least $400.00? Mr. Moe just "forgot " to mentioned this "detail" when he pushed me to buy the warranty. He added it. Stupid me- I spent another $170.00 and bought the stuff I didn't use till now. This year I was smarter, or think will be smarter. I need a freezer. I know, from my last year experience, I need to pay another $100.00, but it will be worth it! And SURPRISE again! I can not use my extended warranty money for electronics and appliances! Another "detail " Mr. Moe "forgot " to mentioned. How many more "details" is Brick hiding from valued customers how they like to call us? When Mr. Moe sensed my disappointment, he had offered he will do it for me. He gave me his number and we started to communicate. He was not at the store when I called, then he was on vacation, then he was busy... Finally on June 7 he wrote: I am doing it today, yesterday was so busy. Shortly after another text came: It was EID. I didn't know what EID means. I asked but didn't get answers till now, even I sent more text. He is just ignoring me. I have now chose- paid that $100.00 and buy whatever I do not need, or "donate " my $300.00 to Brick. GREAT EXTENDED WARRANTY!

I was misled by Brick's sales associate at their Dufferin location into buying the wrong mattress cover. Despite clear communication, I was sold a fitted mattress protector that didn't meet my needs; I needed an encasement mattress protector. Manager Kyle Thordurn deferred to the sales associate's misleading claims, implying no accountability. If you didn't have the correct product, why misled me? Shop elsewhere

This company scams you into buying extended warranties and god forbid you have a problem, they can't find your invoice. Utter bs( managers compensation is tied to selling you warranties) do not trust and wasted your hard earned money, I'm a former employee and I know what they do under pressure from top management! Complete scam of a company!

Ordered the Yorkdale storage bed, came in 5 boxes with a mattress we also purchases for the bed and 2/5 boxes were for the WRONG SIZE(I assembled part of it before realizing it was the wrong size) When I called the "best they could do" is a Saturday deliver, it's Thursday today! So now we are stuck sleeping on our couches because our bedroom is full of large boxes and open partially assembled furniture.
Absolutely pissed!

I'm writing to provide the details regarding our recent delivery experience:
When placing the order, we were advised that if we purchased the required hoses and vent for the washer and dryer, the delivery team would provide a simple installation. However, upon delivery, the team did not perform any installation. Instead, they left without obtaining a signature from us while I was actively on the phone with the store attempting to sort things out.
We contacted the store immediately after the delivery, and were told we would need to pay an additional fee for installation—despite what was previously communicated.
Unfortunately, our hardwood floor was also scratched as there was no protection (delivery carpet etc) being used during the delivery process. DONT BUY ANYTHING from this company!

Bought a portable dishwasher from the brick. Sales guy was good. Customer service was deplorable. Pulling teeth to get timely responses back. Took a week to get service guy in...who informed me it was not repairable and unit will need to be replaced.

Contacting the brick the following day...they had not received report from service tech. This dishwasher sat for 2 weeks in front of my kitchen drawers trapping access to cutlery and cupboard.

I finally was exhausted with the lagging responses that I just requested a refund.

After they came to pick it up.they came without a dolley...sliding into my hard wood floors with damaging it with deep scratches. Very upset as I advised them they needed a dolley.

I then went to Rona at warden and Eglinton where I got superior service by Aziz. $200 DIFFERENCE which I never expected...but extremely appreciative.

STAY AWAY FROM BRICK IF U NEED SERVICE.

I know this sounds stupid, but when I purchased my appliances ($7500) through "The Brick" in Fredericton they in formed me that I could get a full refund on my extended warranty as long as there was never a repair/service done to the appliances. I telephoned them today for my refund as I paid almost $600 for extended warranty. Today, I'm told that I need to make a purchase from the store of $400 or more before I get my refund. Beware, as this was never discussed with me at the time of purchasing the extended warranty. I ask what happens if I didn't need to purchase anything and I was told that my refund would not be available. I will purchase something of value ($400) just to get my refund. But in reality, I really don't get refunded. I guess now you need a lawyer to read the contract before signing on the dotted line. I will NEVER purchase anything from "The Brick" again as long as I have a breathe in me.

Don't buy. I spent thousands and got lies! Money on warranty is a waste. Charge too much for the warranty, and reject the claim. Also had Power recliner dropped by delivery and expected to use $700.oo warranty for a $20 repair. Bought 65" Samsung Oled tv and they rejected my warranty claim because my hand bumped the screen causing the damage. There is no physical damage at all. I'm 'ANGRY"

THEY MAKE UP MANY EXCUSES TO ME FOR NOT GIVING ME MY WARRANTY, I DID NOT EVEN USE IT, ONLY ONE INCOMPETENT PERSON WENT TO MY HOUSE TO SEE MY FURNITURE FOR LESS THAN 30 MINUTES AND THAT'S WHY THEY DON'T RETURN MY MONEY

I recently purchased a dining room set, of which the table needed to be replaced since the edge was chipped and broken. I find it ironic that when we first raised this issue, we were told only a 10% refund would be available. Within one week, of receiving our new table we noticed our chairs were reduced from the price of 149 to 129. We went directly to the store and received our refund. Today I see once again that the price of our chairs increased back to 149.00 obviously it was an error and once recognized was again increased. While in the store we came across the table we purchased, on sale for 349. As the sign stated there was a scratch on legs but does not interfere with with the structural integrity. We paid 499 and were only offered 10% refund. Yet the exact table was offered for 349.00. What an insult to to us only offered 10%. Perhaps if the lowest price was offered every day, there would be no need for your very limited price guarantee. Obviously you think people won't watch for price drops, I can assure you people don't trust the brick to offer the lowest price period. The main reason we don't trust the brick. When there is a problem you can't even reach a person to talk to, it is a recording. You walk into the store and are bombarded with sales people, to get a refund, yet we had to have a sales person paged to even assist us to purchase. In todays day and age, do better!

I purchased an 85" widescreen T.V. And purchased a guarantee for the T.V. I had issues with the TV and Called the Company King and State.
Their service is total Crap. They don't come and repair the T.V you have to get your own repair company and if they don't accept the cost you only get what they decide to pay. They are crooks just to make money from the guaranteeOn Tue, Jun 11,2024 at 1:59 PM Customer Care <*******@kingandstate.com> wrote:
Hello,

Kindly see below for the details and instructions on the option being offered.

Here are the steps for sourcing your own technician.

1. The technician should be certified, especially to fix the brand or issue in question

2. Once the technician has inspected the unit, a report with recommended fix or parts and a quotation of part prices and labour should be emailed to *******@kingandstate.com PRIOR to the repair. The email should contain your name and phone number.

3. The quotation/report will then be reviewed and approved (or rejected) by a Supervisor or Adjudicator, after which you will receive an email to follow up on the quotation.

4. IF APPROVED By K&S, you will pay the technician and submit a final invoice detailing part prices and labour for reimbursement to *******@kingandstate.com. This email should also indicate:

1. Full name for the cheque

2. Full mailing address for the cheque, postal code included

Thank you

Regards,
Keisha
Customer Care Adjudicator
King & State Limited
Tel.:*******927
Email: *******@kingandstate.com

I went to the commercial section of the Brick today. After looking around for about 45 min no one approached me. I asked a lady if I could speak to a salesperson and she told me they were all busy - all on the phone. I noticed one of the salesmen getting up so I approached him to ask a question about an exhaust fan he rudely told me to ring the bell and speak to someone from customer service I did again no response from anyone. Finally I said quite loudly " can I please get some service ". They all looked at me very blankly ignoring me. I was My way out when a man finally said" may I help you". When he approached his first words to me were "we are a commercial section and you have to have an appointment". By this time I was so upset because I had never been treated with so Much disdain and disrespect I told him I would never be shopping there ever again. The attitude was one of arrrogance and presumption. The bottom line is I was not perceived to be able to afford to buy anything there so they ignored me. I am a senior and regardless of what they though about me a little respect would have been appreciated. In closing unbeknown to them I would have been more than able to buy all my appliance there. But fortunately there are other establishment that will appreciate my business.

I bought four chairs two years ago and purchased a warranty unit 2027for them. After almost two years chair completely lost their padding, and when you sat on them, you could feel the metal because the padding had thinned out a lot and had sunk in some areas. Now when I called them, they said this is not covered under the warranty. How is it possible for the padding to get damaged and not be covered by the warranty? This warranty is just a scam and a waste of money.

We had leather couch for a week and have now noticed a flaw. They will not cover because they said we only had 48hrs to see the flaw.

I bought an electric fireplace and was informed by salesperson delivery would be within two weeks.
After two weeks and numerous calls I was told fireplace was out of stock and would be arriving in another two and half months later.
Customer service is horrible. All our attempts to get definitive answers were futile. All we got was a run around.I do NOT recommend shopping at The Brick.