The Brick — Local services in Ontario

My husband and I walked into the store at the afternoon of March 12th. Our oven is broken, so we plan to buy a new one. Unfortunately, we didn’t find the right one at this store. However, we did see a KitchenAid electric cooktop with a yellow price tag marked at $348 CAD. My husband and I decided to purchase it and we spent approximately 20 minutes with the salesperson Laura discussing the cooktop. Afterward, she told me to follow her to make the payment.

At the cashier, I was ready to make the payment, but she asked me to wait. She came back after 15 minutes. And she didn’t say anything to me but went straight to the cooktop. She checked the price tag, then told me that the $348 price was actually for the range hood next to it, the price for the cooktop was $1179. We were very confused. She said that the price tag had been swapped by some “bad customers”. And if we wanted to buy the cooktop, the price would be $1179. My husband and I were a bit disappointed, but we were okay with this. We are not planning to buy any cooktops in the beginning. But the way she spoke, made me feel uncomfortable. My husband and I didn’t argue and just kindly mentioned that could be a mistake made by some staff, not 100% by customers. My point is anybody can make a mistake. Not big deal. But she insisted that employees would never make such a mistake and it definitely done by some very bad customers who want to take advantage of the store. Her tone was full of accusation and suspicion.

She then brought the manager to explain. About 10 minutes later, manager came. She didn’t greet us or ask what had happened. Instead, she simply stated that the price tag had been maliciously swapped. She told me that if I want to buy it, the price was $1179. There was nothing she can do. Her attitude was arrogant and cold. She even hold the yellow price tag in front of my face and pointed the English words and said I should read them before I made any purchase. She insisted that they didn’t do anything wrong, bad customers or anyone changed the price tag. I questioned them, “anyone”? The salesperson, Laura said to me, “Anyone means anybody could have changed the tags, maybe you!” This completely enraged both my husband and me. This is something I cannot tolerate. It is absolutely defamation and slander! I can’t believe the words just came out from a salesperson’s mouth! It’s extremely unprofessional and unfair! My husband then took and cellphone and recorded, because we don’t know what else she could say. But the manager stopped my husband and said she will call police if my husband kept recording. Here is something I want to say:

We saw the $348 price tag on the cooktop and assumed it was the correct price. When the salesperson came over, we spent about 20 minutes discussing the cooktop. As a professional sales, it is her job to check the item and price before moving forward. We spend half an hour to check and discuss the item with salesperson. Finally, we were told the price was incorrect. Only two options for customers, pay the higher price or walk away. No Apologies. Unprofessional and no service at all.

This salesperson, Laura mentioned bad customer changed the price tag many times. The store has nothing to do with it. She even suspect that me and my husband changed the price tag. This is absolutely slander.

The manager came out and clearly protected her staff without addressing the issue fairly. When the salesperson said to me: “anyone could change the price tag, including you”. The manger said this is just an English expression in order to mislead us.

4: As customers, we totally understand that mistakes happen. However, both the salesperson and the manager stood on their moral high ground from the start, and their words were filled with accusations and slander toward us! We have always respected others and never judged anyone based on their origin, race, or color. Today’s experience made me feel very upset. And it hurts me a lot! Laura and Jenal, you have No right to suspect us! The Brick, you owe me an apology....

I purchased a loveseat on November 18th through sales representative Karen Matlack, all was going well when my son and I entered the store and spoke with Karen, she showed us around to the loveseats that were in my range and we found the one we liked, the tag showing $549. Karen stepped away and spoke with a gentleman and came back and said she had bad news for us, she was unable to sell me the loveseat without purchasing the large 3 seat couch. I told her "thank you for your service have a great day" my son and I left the building and started to drive away when Karen comes out of the building waving us down. She mentioned the gentleman offered to sell the loveseat for the asking price.

So we returned to the store and immediately entering the doors was asked if I wanted to purchase the warranty for $30 instead of $80, I kindly denied and made our way to Karen's desk.

Karen says to my son and I "if your unable to purchase the warranty we are taking donations to sick kids hospital, would you like to donate?" I mentioned that we are a sick kids patient (pointing to my son) and we donate frequently and appreciate the help we receive from sick kids.

"Well the money we receive gets sent to London for the sick children, what is your condition? " 😱 Karen asks us with a questionable tone, I politely reply our condition in a few brief words with Karen's replying with "that really sucks"

We finish up with our transaction and went to the back receiving doors and waited nearing 50 minutes for our love seat to come out to my vehicle.

I love my product I did NOT love the service I encountered.

Unfortunately with the follow up call that I received about this review was funny to the lady and she couldn't stop giggling while waisting my time asking if I want to discuss the incident I encountered.... I wrote a detail review and was told the brick wanted to review it...

Regretting for choosing this store over other providers for just 50$ price difference. 2 stars are for furniture designs only because customer service is 0. They sent wrong color after 20days wait period. Seems like they labelled their sofa wrongly in the store and sales person just used that info & now I have to deal with changes [By the way, I found the mistake on label, staff was convinced that either I am lying about color or sales team made a mistake. I wonder how many other items are mis-labelled in entire store.] Now changing a color but will take another 20days. I was open for a replacement sofa which can be delivered early and no serious effort to accommodate that request. Seems like management don't care at all as may be my order was less than $1000. Staff reacted like they are doing favor by changing the color stating they generally don't change colors when its open box as if its my mistake. Sales guy (Beck) was trying to be helpful but was not much things controlled by him and no additional help or efforts shown by management. They were very "sorry" but no fast shipping, no store credit, or anything at all was offered for their mess up. The delivered wrong colored sofa is very light in color and also has stains on the side when received. Delivery guys were good and fast in setting up and helped us guiding how to deal with color mess-up. During initial sofa selection, I was offered 3 yr insurance which also included a furniture cleaning kit.  Once I finalized package, they came back and said they cannot add cleaning kit as that deal just changed this week and now no...