Review Time
Property Damage and Delivery of Incorrect Goods
Nature of Dispute:
This complaint concerns a failure to provide the correct product, physical damage to new property caused by installers, and a subsequent failure to provide a reasonable resolution or maintain professional communication.
Statement of Facts:
On January 8, 2026, I received an installation service for a Samsung Bespoke washer–dryer combo pedestal. The installers arrived with the incorrect pedestal model. Despite being informed of the error, the installers insisted the model was compatible and proceeded with the installation. This resulted in visible cosmetic damage to the brand-new appliance.
On January 9, 2026, I submitted a formal report to The Brick including photographic evidence. Over the following five weeks, my attempts to resolve this were met with significant delays and a lack of follow-through. On February 14, 2026, I was offered a settlement of $150. I declined this offer as it is insufficient to cover the depreciation of the damaged appliance, the cost of the correct product, or the inconvenience caused by the company's negligence.
Current Status:
Product: The incorrect pedestal remains in my home; the correct model is reportedly on backorder with no ETA provided.
Damage: The washer–dryer unit remains damaged.
Communication: The business has failed to provide a timeline for repair or replacement despite multiple inquiries.
Desired Resolution:
To resolve this matter, I require the following:
Repair or Replacement: A certified technician to repair the cosmetic damage to the appliance or a full replacement of the unit.
Product Correction: Immediate delivery and professional installation of the correct Samsung Bespoke pedestal.
Fair Compensation: A revised compensation offer that reflects the loss of value to the appliance and the documented service failures.
Communication: A written commitment to a firm resolution timeline within five business days
I purchased some pieces of furniture via online order for my office which were delivered Friday. I went in to the space on Saturday to view my purchases. The coffee table I ordered was too big for the space so I tried to return it. It was not opened or taken out of the boxes (the installer/delivery people wouldn’t put it together since they would have had to return to their truck to get their drill and their deliveries were behind). Today I called the store and learned that they do not have a return policy!! What????? Why would I ever buy anything again from a store that doesn’t take returns? The Brick has lost a long-time customer.
We bought a dining table and a sofa from Brick – United Boulevard branch, and dear Kimia, the sales associate at this location, helped me a lot in choosing the best options.
Kimia was very polite, patient, honest, and highly knowledgeable about her job. She offered me all the available promotions and made sure I received the best possible deal.
I will definitely ask for Kimia’s advice again for my future purchases, and I highly recommend her to you as well.
At the time of purchase, the salesperson clearly informed us that the recliner could be charged and would hold its charge for several hours without needing to remain plugged in. This feature was a significant factor in our decision to purchase this particular model.
However, upon receiving the product, we discovered that it did not include a charger. Furthermore, the recliner must remain plugged in at all times in order to function, which directly contradicts what was explained to us in the store.
When we contacted the store to address this issue, we were told that we would be given a $130 discount, but that we would also need to pay an additional $130 to purchase the charger separately. We do not find this resolution acceptable. The need for a charger—and the fact that it was not included—stems from incorrect information provided by your salesperson.
As customers, we believe it is reasonable to expect accurate product information at the time of purchase. We respectfully requested that the charger be provided to us at no additional cost as a matter of good customer service and in acknowledgment of the misinformation we received.
Our request was declined. Very unreasonable customer service.
As usual, the food is always spectacular. Today the best chicken sandwich I have ever had.
The service is always served with a smile.
The Brick is new to the neighborhood, but a welcome new ne
I purchased a mattress from The Brick in Vaughan for my 15-year-old son. The salesperson assured me it would be perfect for him. Within a few months, the mattress collapsed in the middle to the point where my son could no longer sleep on it.
I took photos and filed a complaint as instructed. I was told someone would contact me — no one did. I had to return to the store six separate times before they finally sent someone to inspect the mattress.
Despite clear evidence of a defect, The Brick refused to exchange the mattress for a different one. Instead, I was forced to buy a completely new mattress.
This was a frustrating, time-consuming experience with very poor customer service and no accountability for selling a defective product. I will not be going back anytime soon.
If you're considering a purchase at this retailer, especially on Boxing Day, be aware of their warranty policies. We bought a TV and experienced pixelation within three months. Contacting the manufacturer turned into a frustrating ordeal, as they now seem to be operating off-shore and are difficult to communicate with. We feel trapped, as they lack an exchange program and their refund policy is unclear, leaving us uncertain about our options. After going through extensive hoops to prove it was their fault, they offered a refund with conditions that include taking the TV to a recycling depot and documenting it, which adds to our costs. This approach to customer service is quite unusual, and the retailer seems to distance themselves from the issue.
I would give no stars if possible. I bought a refrigerator with an extended warranty, and it turned out to be a major disappointment. The refrigerator had to be serviced four times, with significant parts replaced, and my food spoiled each time. It should have been replaced entirely. The warranty service only sent someone to fix it, which ended up costing them more. After two years from the last repair, the fridge is now non-functional. I now face the expense of purchasing a new refrigerator, even though the faulty one should have been replaced. When I reached out for assistance, I was redirected back and forth between the company and the warranty provider. My advice: avoid this brand and think twice before purchasing an extended warranty, as their terms are not honored.
I had a very disappointing experience with this furniture store. After spending a large amount, I encountered numerous issues with delivery, installation, and unhelpful staff. There seems to be a clear lack of accountability.
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