Brick The

We purchased a TV from The Brick in Heartland Mississauga. The receipt says to check for issues within the first 48 hours. We picked our order up directly from
The warehouse. The box looked undamaged and so did the tv when we unboxed it. When we turned it on it was evident there was damage and the screen and display was damaged and shattered on one side.

We immediately called the store, our sales rep and ordered an exchange. We went through the process of submitting requested photos by email. We were told to proceed to the warehouse that night and exchange. When we arrived the warehouse did not have the paperwork and we were unable to perform the exchange, essentially wasting an evening of our personal time.

The next morning, no follow up. We texted our sales rep and called the store, leaving a message. No reply. We went to the store with the tv to do a return. At this point, after spending thousands of dollars at this store furnishing our house and cottage we lost faith and wanted our money back.

The manager on duty essentially questioned why we placed the stand on the TV, had staff examine the TV and basically had the audacity to insinuate that the damage was our doing through her questioning and tone of engagement with us. She only allowed an exchange and did not provide a refund. This is unheard of at a big box store and frankly, we did not expect the accusatory nature of this ordeal. It was beyond frustrating and outrageous for a large big box store.

Perhaps the lack of follow up on The Brick's part was to push us over the 48 hour period. Whatever the case, we will NEVER shop here nor do we recommend you shop here. Customer service is lacking and frankly lacking in integrity.

On our trip to the warehouse to pick up the exchanged TV, we insisted to open the box and plug it in. The Brick's attitude is to pick it up yourself, and justify/defend yourself should there be an issue when you inbox your order at home.

Do yourself a favour, go to Best Buy or Costco.