The Brick Customer Service Issues

I have a receipt for my order number [redacted] for a GE dryer scheduled for delivery tomorrow. The receipt mentions a confirmation email before delivery, which I did not receive. Upon contacting the LaSalle store, I was informed that the dryers are sold out. They expect more stock on October 16th and assured me that they will reach out with a new delivery date. I am disappointed that no one informed me of these changes sooner, especially since I was charged in full for the item. I had higher expectations of service from The Brick. I would appreciate it if you could investigate this matter and provide a prompt response.

Hello, my name is Elizabeth Gonzalez, and my husband is Ignacio Hernandez. We are facing an issue with our sales order: 08220sswzag placed in Saskatoon, SK. Our address is 1-[redacted] Avenue G South. We ordered a sectional living room on July 25, [redacted]. Unfortunately, we have encountered multiple problems with this order. Initially, the wrong sectional was delivered, followed by the correct one with a damaged piece. We have only received half of the sectional so far. Despite frequent visits to the store, the issue remains unresolved. When I spoke to the manager, who I believe is named Sara, she seemed indifferent and mentioned we would have to wait for the next restock without providing a clear timeline. I am frustrated that in order to return the damaged piece, I would need to cover shipping and a 10% restocking fee, even though I had already paid for shipping due to the size of the furniture. Dealing with this situation at THE BRICK has been disappointing and time-consuming. I am grateful that we purchased our beds elsewhere, or else we would still be without a proper place to sleep.

I was misled by a salesperson at The Brick in Winnipeg regarding the features of the stove I purchased, the LG model #LRE3193ST100. I specifically mentioned needing a self-cleaning feature, and was assured it had it. However, after using the easy cleaning function successfully, I later found out that the stove does not actually have a self-cleaning option. I am seeking a resolution to this issue, such as an exchange or replacement with a stove that does have self-cleaning capabilities. I appreciate a prompt response. Thank you, Mrs. Loretta H.

In March [redacted], we bought a furniture set from The Brick. The salesperson assured us that if we purchased the extended warranty and did not use it, we could use it as in-store credit after 5 years. We thought this was a good option and made the purchase. Our order number is 030761JNNGN. Recently, I set a reminder on my computer, reminding me to use the credit before it expired. I contacted The Brick through chat to inquire about any conditions or time frames. Initially, I was told I had to spend at least the credit amount. However, upon visiting the store, I was informed about a new full circle warranty that had been implemented 2 years ago, rendering my credit worthless. The manager confirmed I had been misled by the salesperson. After seeking clarification through live chat, I was told I indeed had a valid credit, causing confusion as to what type of warranty I actually had. This experience has taught me a $[redacted].99 lesson that I will not forget.

I purchased a stackable washer dryer with a dbl hose and a dryer vent kit. I was instructed to unhook the old set, wipe it down, and the new set would be installed. Upon delivery, they mentioned that I should have removed the old hoses and vent hose. I explained that I was advised to unhook and lacked the necessary tools to remove them. I requested for the vent to be connected by them and I would handle the hoses later, but they refused. I paid $70 for a service that was not provided. I contacted the store, and they refused to refund the hoses or vent kit that I won't be using. I requested to speak with a manager, but was informed they were all busy and would give the same response. Disappointed with the poor customer service and still awaiting a response from the store manager.

I purchased a Frigidaire side-by-side refrigerator with an ice maker in December [redacted] along with an extended warranty. I thought I had a total of 6 years of warranty coverage, but it turns out I don't. When I inquired about it, the representative informed me that there was a 90-day window to get the extended warranty, which I was unaware of. Despite asking for a manager, I was told nothing could be done. My ice machine is not functioning, and I just want someone to check it. All my furniture and appliances are from The Brick, and although I'm considering buying new ones due to the pandemic, I expected better service from them. I've always had a good relationship with the store, but now I'm frustrated. Can someone please assist me? My sales order is 112854WPIHR. Thank you.

Regarding Invoice 041413ADQQF MASTL514Z0 for the Coffee Table and End Table, Dear Sirs, I am writing to address an issue with the delivery of the items mentioned above. Despite purchasing them on April 14th and requesting a delivery date of June 5th, we were pressured into immediate delivery to avoid losing the items. Unfortunately, upon moving to our new residence on June 1st, we discovered that there is insufficient space for the furniture in our living room. When we contacted the store to arrange for a return, we were informed that a return could only be accepted within a 7-day window from the purchase date. We are unable to accept a loss of $[redacted].76 for items that are still in their original packaging. We are requesting a pickup and return for a full reimbursement, with a reasonable restocking fee deducted. Your cooperation in this matter is appreciated. Sincerely, J. Masterson Phone: [redacted] Email: [redacted]

Dear CEO of The Brick, I am writing to express my disappointment with the delay in receiving the fridge I ordered with my husband in late April. Initially, we were informed it would arrive by the end of July to coincide with our renovation completion. However, we were later told it would be delayed until sometime in August, and now we are being told it may not be available until October. This situation has caused me great inconvenience as I have had to use a small basement fridge due to our current one not working, resulting in countless trips up and down daily. This has taken a toll on me physically, with my knees now hurting. My husband even paid $[redacted] to repair another fridge in the meantime. As loyal customers of The Brick for 35 years, we are truly disappointed and frustrated by this experience. We kindly request clarification on when we can expect our fridge, as this delay has caused us both financial and physical strain. We hope to hear from you soon. Thank you, Haki

Three dishwashers were bought for a non-profit childcare center in October [redacted], but the center couldn't open due to the pandemic. Just recently, we received approval to open and are now facing challenges with licensing. The Health Department rejected our inspection because the dishwashers are unsuitable for a childcare setting. We need to purchase commercial-grade dishwashers. The local Brick store in Hamilton, ON, where we bought the dishwashers, won't assist us as they claim it's been too long since the purchase. Despite being bought last October, the dishwashers were never used. As a non-profit, we are hoping for a refund or store credit as we can't afford to lose $[redacted] on unusable equipment. We seek the help of the head office to resolve this matter promptly.

I am writing on behalf of my partner, Tanya, from Kitchener, Ontario. Tanya is a frontline worker at a long-term care facility for individuals with dementia. Despite her struggles with rheumatoid arthritis, she perseveres to provide for her two children as a single mother. One of her sons, a 13-year-old dealing with an eating disorder, requires extra care. Tanya ordered a recliner with a built-in fridge three months ago for $[redacted], eagerly awaiting its arrival to replace her current deteriorating chair also purchased from your company. Today, the scheduled delivery time was between 8 and 11:30, but the delivery person claimed to have knocked on the window due to the lack of a doorbell. With a Bell home security system in place, we received no notification of the delivery attempt. Despite making arrangements to pick up the chair ourselves, no call was received, and pick-up times listed on the website conflicted with the actual times. I plan to pick up the chair tomorrow, but I hope for some compensation due to the lack of communication and delays. Tanya dreams of getting a new bed from your store but due to financial constraints, it would be a challenge. Considering her circumstances as a hardworking single mother, I kindly request assistance, whether in the form of a mattress or help with a new bed frame. While I understand delays occur, I am hopeful for a positive response that would bring joy to Tanya. Thank you for your attention, and I look forward to your reply with potential good news. - Bell

A family member, a senior, recently bought a Frigidaire refrigerator and experienced an issue with the delivery service. Despite paying for the removal of the old refrigerator, the delivery team decided not to take it because the doors would need to be removed. This decision was not communicated beforehand, leaving the customer unprepared and out of pocket for an additional service to dispose of the old appliance. This lack of transparency and unexpected cost is especially challenging for a senior citizen on a fixed budget. The delivery team from Brick itself was professional, but the lack of communication regarding the removal of the old refrigerator was disappointing. Thank you, Cori Osmond.

The commercial division of The Brick was supposed to replace my washer and dryer, which stopped working while still under warranty. I have been without these appliances for over 2 weeks now. The Brick has been extremely unprofessional. They do not answer my calls and have claimed they came to my house, but I have been home all day and no one rang the doorbell or called. This situation is completely unacceptable at this point.

I am very disappointed with my experience at [Redacted]. The customer service was terrible, and the staff did not follow through on their promises. When I needed to make a claim on my insurance, they kept giving me the runaround, never calling back until after the warranty had expired. Then they had the audacity to blame me for not following up. It felt like they only cared about making a sale and not about helping customers. I urge [Redacted] to improve its service and train its staff better. I had negative interactions with employees named Lisa, Prab, and Richard. Additionally, I recently discovered I was overcharged for a carpet, paying $[redacted] instead of the real cost of $50. I trusted them and only noticed the discrepancy a year later. Please be cautious and double-check your receipts when dealing with this company. It's essential to be vigilant to avoid being taken advantage of by this fraudulent business.

In May, I placed an order for a couch with an expected arrival in June. Due to a color change, the delivery was delayed until October. Upon delivery, I received the wrong couch initially. A replacement was brought, but the chaise was damaged during assembly. After a month, a new piece was delivered, which turned out to be incorrect. Despite reporting the issues, there has been no follow-up from the company. Additionally, I paid for a care kit that never arrived. It has been over six months, and I am still waiting for the correct piece with no clear timeline on its arrival while continuing to make payments on the couch.

The manager at The Brick, Jawad, reached out to me regarding my concerns. After explaining everything, he assured me he would investigate and personally follow up with me. However, it has been two and a half weeks with no response. When I contacted him, he initially cited having had Covid and later claimed he was unfamiliar with warranty issues. Despite promises to have a staff member call me back promptly, I received no communication. Upon calling again, I was met with evasion from Jawad and his staff member, Rivi, who gave me excuses about needing to consult the manager regarding my warranty. The failure to honor warranties for products sold is concerning and feels like a deceptive practice. It is crucial that The Brick improves its customer service and accountability to prevent situations like these where customers feel misled and frustrated. Justice is needed in cases where companies fail to uphold their promises.

I experienced a long wait for my LG washer and dryer. When the pedestals were finally delivered on Sunday, February 13, by drivers who were not employed by The Brick, they arrived without the pedestals. The drivers were disrespectful to my spouse, attempting to drop the pedestals on the floor for her to sign, despite The Brick's directive requiring them to install the machines to maintain the warranty. When inquired about installation, the drivers became hostile and raised their voices in a language my wife did not understand. They roughly unboxed and placed the pedestals, damaging our new washing machine in the process. Not only did they fail to level the pedestals or appliances, but they also connected the plumbing incorrectly and skipped essential steps like mounting brackets. My wife felt bullied and intimidated, leading to tears. This experience has deeply disappointed me, and if not addressed, I will discontinue my patronage at The Brick.

I purchased a king-sized bed from the Charlottetown PEI store on April 2, [redacted], with a delivery scheduled for April 9. Despite leaving clear instructions and contact details before leaving for Florida, my son, who took a day off work to be there, did not receive the delivery and never got a call. Despite promises from the manager for delivery between April 11 to 16, no one has contacted us, and numerous calls from Florida have gone unanswered. We are returning on April 24, with guests arriving on the 26th, and we do not have a bed for them. This situation is unacceptable, and I expect it to be resolved immediately. If not, upon our return, we will cancel the order and request a refund. It's worth mentioning that all purchased items were in stock at the time of purchase.

Two years ago, I bought a dining room set from The Brick - Kenaston branch along with a 5-year warranty. Recently, the table unexpectedly broke during dinner, and after providing photos to the store in April, I received approval for a full refund. Oddly, they required me to use the credit towards another dining room purchase within 30 days, which I complied with on May 5th, including the warranty. However, a week later, customer service informed me of an additional $[redacted] charge. When I asked for an explanation via email, they rudely insisted on payment without clarifying the reason. Despite reaching out to Kayla and receiving a disrespectful response from a person named Bryce, the situation felt unprofessional and suspicious to me. Bryce's message threatening to cancel my order for not paying the extra amount seemed unwarranted, especially since there were no prior emails from them. I have proof of my purchase and do not believe I should be charged extra due to their error.

I placed an order for a fridge, stove, washer, and dryer on August 27, [redacted], with the delivery requested for October 13. However, only the stove and washer were delivered on that date, causing us inconvenience as we had already sold our old fridge and washer. Despite promises from the salesman Aaron MacKay for the items to be at the warehouse by November 10, we were recently informed that the delivery is delayed until November 19. This lack of communication and changing dates are disappointing, especially since we have been loyal customers at The Brick. We are left dissatisfied with the poor salesmanship and the inconvenience caused by this delay, considering we paid in full back in August. We are frustrated by the situation and the need to continually follow up for updates.

We recently bought an LG Wash Tower from The Brick in Kitchener. Unfortunately, there was a miscommunication regarding disconnecting the old machine before delivery which led to some issues. The delivery person was very rude and in a rush, not willing to assist with disconnecting the old machine and insisted on bringing the new one upstairs regardless. This resulted in the new wash tower being left in a hazardous position on our stairs, making it difficult for us to move around, especially with kids and pets in the house. We have been trying to get in touch with them to resolve this, but haven't had any luck so far. We are hoping they can send someone back to address the situation promptly.