The Brick Customer Service Issues

I am currently experiencing an issue with a freezer purchased from The Brick in Niagara Falls. We acquired a floor model upright freezer with a dent on the top-right side of the door. Despite being assured of its good condition, the freezer constantly overfreezes even when set to the lowest level, requiring bi-weekly defrosting. After finally contacting customer service, a technician confirmed a sealing problem and The Brick agreed to exchange the freezer. However, the return policy presents a dilemma: we must transport the appliance ourselves or pay $90 for delivery, which seems unfair. Our attempts to address this with the manager were unfruitful. The lack of a serial number on the Brada freezer, as verified by the technician, further complicates matters. It appears the freezer may have been mistakenly placed for sale due to undisclosed issues, and I believe The Brick should cover the delivery cost, especially considering the inconvenience caused. This experience, coupled with a previous incident involving a dishwasher order mix-up, reflects poorly on The Brick's customer service and organization. At this point, I am reconsidering future purchases from them.

I am extremely dissatisfied with my experience at Grandview. I purchased an Oakdale 3-seater sectional that needed to be replaced under warranty. Initially, the store tried to replace only part of the sectional, but after much insistence, they exchanged it for a 3-piece set which turned out to be lower quality, made of particle board from China instead of the Canadian-made one I originally bought. This replacement fell apart and was not up to standard. When I tried to select a new sectional, I had trouble finding one of similar size. Eventually, I found a leather one slightly more expensive, but suitable for my space. Despite offering to pay the price difference, the customer service team hesitated and tried to offer me less credit than what I paid for the original couch. I feel deceived as they substituted my Canadian couch with a cheap Chinese alternative. I want a full-sized replacement that aligns with what I initially purchased. The delivery team at this branch is discourteous, and the service is disrespectful and dishonest. I am frustrated and considering reporting this to the consumer show on CTV news.

I have been trying to reach Customer Service without success. I've sent multiple emails regarding our issue with two black leather electric recliners purchased from The Brick in Penticton on January 9, [redacted]. The SalesOrder/Invoice is 01049BYLJAN, and my husband, John, and I were assisted by salesperson Ryan F. After contacting the manager in May and having a tech assess the defective chair in July, we were informed that it was a manufacturer's defect. The manager presented two options that were not satisfactory: $[redacted].00 cash for the faulty chair or a new one without the five-year warranty with additional delivery charges. The warranty should cover manufacturer's defects and the five-year warranty should remain intact, as per The Brick's policy. The manager claimed these were the only available options. Despite multiple attempts to reach the customer care phone line, I have been unable to get through. I am seeking a resolution to this matter promptly. Lori Stubbington

Good afternoon, I would like to share my experience with a mattress box spring purchased at the Oshawa store. Upon inspection, I noticed some issues and contacted customer service. Caitlin assisted me and requested photos via email, but there was a block on customer emails. I made a trip to the store, which took about 45-50 minutes, and the problem was resolved. They assured me a replacement would arrive in a few days. However, the new box spring had two holes and rust. I was instructed to package it for return when the new one arrived. Although they couldn't deliver it for free, they mentioned I would have to cover the costs. This meant making a third trip for pickup, which would incur additional expenses for me. I am simply seeking a reimbursement for my troubles, primarily due to the distance I had to travel. Thank you for your attention. Patricia K. Janetville Rd, Janetville, Ont. L0B1K0.

I bought a 9-inch queen box spring on August 30, [redacted] (item code SEAL19QB). After realizing it was too high for my bed, I visited The Brick store to exchange it for a 5-inch box spring. The customer service representative, Gursharn, agreed to the exchange with no additional charge as a gesture of appreciation for my 15 years of loyalty. The agreement was that I would return the old spring and handle the delivery of the new one by December 4th, [redacted]. When I returned on November 24th to proceed with the exchange, Gursharn was not available. Another representative explained that due to company policy, they couldn't honor the agreement without speaking to a supervisor. The supervisor, Vicky Loisi, stated that based on the paperwork provided, they couldn't proceed with the exchange as promised by Gursharn. As a long-time customer, I was disappointed with Vicky Loisi's unprofessional attitude and lack of regard for the agreement made by Gursharn. I request prompt assistance with this matter.

My family and I have been long-time customers at The Brick Upper James. Despite this, I recently had an unpleasant experience with a store manager that I feel compelled to share. I visited the store on the evening of Wednesday, November 27, [redacted], to take advantage of the 6-month satisfaction guarantee and replace a mattress. The price of the new mattress was lower than the original, and after the sale, I was informed that I had store credit and that delivery would be complimentary. However, when I returned the following day, I encountered Jessie Castillo, the operations manager, who was incredibly impolite and unprofessional. She insisted I would be charged for delivery and publicly accused me of lying. I tried to defuse the situation by agreeing to purchase another item, but she rudely informed me I could only buy bedding due to store policy. When I asked for proof, she dismissively told me to check the website or bill. Disheartened, I ended up cancelling my purchase.

On December 2, [redacted], I purchased a dishwasher and a bed/boxspring from The Brick Winnipeg South store. Since I live outside their delivery area, it was arranged for the items to be delivered to Morden, MB, where I could pick them up within a week. Despite being assured by the salesman that the items were in stock at the warehouse, when I called the delivery line on December 5, I was informed there was no stock and none expected for at least two weeks. The back-and-forth continued with conflicting information about stock availability, shipment dates, and even the presence of the bed in the warehouse. The lack of clarity and poor communication has left me frustrated and disappointed with the customer service provided by this store.

I am currently waiting for a delivery scheduled between 11 am and 2 pm. It is now 2:20 pm, and the delivery has not arrived yet. When I called at 1:40 pm to check on the status, I was informed that they are 30 minutes away. I am extremely frustrated as I have a client scheduled for 3 pm, but I won't be able to make it due to the delay caused by the company's irresponsible scheduling and tardiness. This has resulted in a loss of business for me, especially since it is with a significant client. I am also dissatisfied with having to pay a delivery fee for a service that is not meeting the agreed-upon timeline. The wide delivery timeframe of 11-2 should have accounted for traffic and road conditions. I am very unhappy with this situation and would like to speak with a representative as soon as possible.

I visited your Whitby store with my 85-year-old mother to buy a compact dryer on Sunday, December 8, [redacted]. We were disappointed by the lack of assistance from the sales associates in the appliance department. Even after waiting for 15 minutes, nobody helped us until I approached a furniture department salesperson for assistance. When we returned the following week to purchase a dryer stand, we faced the same neglect from the appliance sales staff. Despite expressing our dissatisfaction to store manager Sean, the service did not improve. The behavior of senior customer service representative Debbie Woll was also disrespectful during a phone call. The dismissive attitude we encountered, both before and after our purchase, felt racially influenced. I hope you address this issue promptly to avoid legal action. Sincerely, Erika B. Kalichman

Hello, I came across this email online and hope it is still active. I am attempting to reach out to customer service regarding a product that is currently on back order. Due to not being able to pick it up at the Brick Store during our Christmas visit, we are seeking assistance since the item won't be available as planned. Is there anyone available who can assist me with this matter? Thank you, Brad W. Order number - 12019JJMTXD

I purchased a 43" Hisense H7 Series 4K Smart UHD television online from Prince George, B.C. on December 4. A friend picked it up for me, and I finally set it up at home on December 22. Unfortunately, the picture quality is blurry, the brightness is lacking, and the sound seems muffled. I contacted The Brick, where I bought it, and was informed of a 7-day satisfaction guarantee, but they couldn't assist further. I live three hours away from their location, making it challenging to resolve this issue easily. This experience has left me dissatisfied, and it has made me reconsider future purchases. If anyone has any advice or assistance, I would greatly appreciate it.

I bought a Samsung fridge and stove from the St. Paul, AB store on December 16th (Order #12169DEITJK). The appliances were supposed to be available for pickup on December 20, [redacted]. When I arrived, only the stove was ready. I had to come back to town again to get the fridge on January 6th. Unfortunately, the fridge was damaged. Even though I reached out to the store with no response, the store manager insisted I return the fridge. Since I live [redacted] km away, I proposed a partial refund, but the store manager offered only 10%, which I find insufficient. I am interested in escalating this issue to the Area Manager for the St. Paul store, but the store is not providing me with the contact details.

I purchased two mattresses and two beds from your Brampton location. Your salesperson mentioned that one mattress was out of stock but would be available by January 5th for delivery on January 8th. Upon contacting the store on January 7th, I was informed the delivery was rescheduled for January 13th. Despite trying to speak with the manager, no one returned my calls. I was then told the delivery was further postponed to January 19th. I had stressed the need for delivery before January 10th, as guaranteed by the salesperson for January 8th. Since you have been unable to fulfill this commitment, I would like to cancel my entire order and return the items. The order was made at the Brampton (Airport and Queen) location. You can access my order details using the phone number provided: [redacted].

I recently purchased a theater seat, a love seat, and an armchair from Promenade St. Bruno. Unfortunately, both the theater seats were missing their connecting cables, and the armchair had a crooked headrest sewing. After visiting the store, they provided the missing cable and promised to replace the armchair. A week later, the new armchair arrived, but the backrest was also sewn crooked. I reported this to the delivery men. Now, I am facing issues with the love seat: there is a squeaking noise from the R/H side when deployed, the frame seems bent causing the footrest to rub against the side, and there is a pea-sized bump on the bottom cushion. The lid console cover has multiple wrinkles and is not sewn properly on the side piece. Despite promises of a technician contacting me within 72 hours, no one reached out. I was assured a call today, Sunday, but it is already 1 PM with no contact. I plan to visit the store to address these issues with the service department.

Good afternoon, Alia here. I purchased the Diva bedroom set in December [redacted] and received it today on Sunday, January 26, [redacted]. Unfortunately, I'm disappointed because the color is not what I expected. The set looks grey, but I wanted a gold one as seen in-store and online. When I raised this concern with the manager, Hanadi, she behaved unprofessionally and insisted the colors were the same. After demonstrating the color difference with a worker, she seemed dismissive of my concerns and ordered a new headboard without my consent, which is not the solution I sought. I am dissatisfied with the service and want to return the bed set for the correct color.

I contacted Transglobal through The Brick's extended warranty service on December 24th for my Whirlpool dishwasher repair. Despite giving detailed information about the issue, I was given an unsatisfactory appointment for January 8th, which was delayed further as they needed to order parts. Subsequent rescheduled appointments on January 22nd and 27th were also problematic - the repairman did not have the necessary part. This experience is unlike my previous positive encounters with Transglobal. I have been a loyal customer to The Brick, utilizing Transglobal for various repairs, and have never encountered such poor service. I expected a more efficient and professional service, especially given my consistent patronage. The continuous delays and inefficiencies have left my dishwasher inoperative for over a month. I request an expedited resolution to repair my dishwasher or a refund of the extended warranty. It is essential that The Brick and Transglobal address these service issues promptly and professionally.

I am extremely disappointed with the recent experience I had with The Brick in Vernon. I have been a loyal customer for over a decade, but now I am hesitant to return. My partner and I spent over a thousand dollars on a king-sized bed, frame, box spring, protective sheet, and a 10-year warranty. When the bed was delivered last Saturday, the delivery drivers accidentally broke our outdoor light without acknowledging it. They also failed to deliver the complete order, leaving us missing the bed frame. After contacting the store about the damage, the customer service representatives, Morgan and Alyssa, provided little assistance in resolving the issue. Despite promises from them and a manager named Tammy, we never received the follow-up calls as assured. We are still waiting for a satisfactory resolution, including a refund, replacement of damaged property, and better customer service. I am eager to escalate this matter to a district manager for a resolution.

I bought a gift card for my daughter to purchase a new sofa online due to Covid-19. Unfortunately, she was told by Prince George Brick staff that she couldn't use it online. My daughter didn't feel comfortable going in-store. I'm concerned as to why the gift card couldn't be used online, as it's unsettling. When I bought the gift card, no one mentioned this restriction. Given the current situation, avoiding stores is advised by health authorities. Can the store please consider offering her credit? Prince George store refused her credit and denied online usage. This experience as a loyal customer makes me consider shopping elsewhere. Any advice would be appreciated. Thank you.

On June 6, [redacted], I purchased a washer and dryer, which were finally delivered on July 21. The salesman assured us the old appliances would be removed by the delivery team, but they wouldn't connect the new ones. At the time of delivery, my wife had already disconnected everything as instructed, but the delivery team hesitated to move the old appliances to make room for the new ones. After some negotiation, they moved the old appliances to the garage but left them there, claiming they weren't informed to take them away. Upon calling the store in Brampton where I made the purchase, I was directed to contact Tania for a new appointment to have the old appliances picked up. Despite leaving a message and sending an email, I haven't received a response. I am disappointed by the lack of clarity in the removal process and hope for a resolution soon.

I would like to file a formal complaint regarding one of your employees, Pravin Manohar, at the commercial division in Burlington, Ontario. I had received a credit for a warranty on a chair I bought at the Brick five years ago. Mr. Manohar was assisting me in selecting a new chair but the one delivered did not meet the weight limit requirements as discussed. Despite my attempts to rectify the situation and requesting a receipt for an additional payment made by Mastercard, Mr. Manohar has become unresponsive. I provided alternative options from your website, but they were unavailable and more expensive. I have asked for a refund of $[redacted].83 and the credit of $[redacted].87, totaling $[redacted].70, along with the return of the unsuitable chair. It has been over a month of back and forth, and I urge for a swift resolution. Regards, D. Page