MtnSea Properties

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution is satisfactory to me
The Brick was quick to rectify the situation and treated me well in doing so I am happy with the outcome
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/06/16) */
Store management team has left messages to follow up on their Revdex.com complaint
The model on his Revdex.com complaint is *** but the model on his invoice is ***
*** we have for $available June if he wants that modelIt's no
longer on the Best Buy website
Or he can take the one on his invoice, *** for $(retail $449) off our floor
Waiting for a call back from the customer to discuss further
Initial Consumer Rebuttal /* (2000, 7, 2016/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They received stock much quicker than the sales agent had originally told me (about to weeks earlier)
And since they credited me for the returned microwave that they did not deem repairable, I followed up their offer and purchased a brand new unit

*** *** *** *** ***
Hi *** again I am
very disappointed in my treatment by the Brick management and team Last week I was called to say that my love seat would be delivered today ( Wednesday June )Last night I never got a call to confirm a delivery time and today when I called to talk to you about what was happening again your staff said you were off until Fri The girl on the service desk told me the love seat had just been delivered to the warehouse today but when I spoke to the coordinator last week she said it was already there last week and your end promised to deliver today This has been going on now for over eight months and last week you offered me compensation of $for my inconvenience over this eight month period ! *** * *** *** * *** ** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** ** *** *** ** *** *** ** *** *** *** ** *** *** *** * *** *** * ** *** *** ** *** *** ** * *** ** *** ***

Thank you for taking the time to share your concerns with usWe do require more information so we can access your file, such as phone number used at the time of purchase or the invoice number

My apologies on The Bricks behalf for all inconveniences and frustration this may have causedCustomer received replacement of their product on April 22nd

Customer Code; *** - Customer has re-selected on invoice ***, management team assisted customer by providing great pricing (paid additional 100$ & delivery fee).My apologies on The Bricks behalf for all inconveniences and frustration this may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

As per store management - customer was in the local store to discuss these same issues and they were resolved

Complaint: ***
I am rejecting this response because:I would like to clarify the timeline of how things - sagging of the mattress - transpired:- May 20, - BED FRAME ITEM CODE: *** *** *** $ was in use -- I STILL HAVE THIS IN MY YARD AT PRESENT AND CAN SHOW YOUR REPRESENTATIVE OR *** *** ***May 20, - *** bed frame was DELIVERED AND USED -- pls refer to the picture sent as it has the delivery date on it; I can provide you with the receipt to prove the purchase was made in May, as well.July 29, - mattress was inspected by The Brick representative.The *** Bed Frame has only been in use for a period of MONTHS (May 20, to July 29, 2017) when it got inspected by your representative for warranty issues -- saggingI have explained all these facts in the very first complaint email I sent.QUESTION: Should the mattress sag that much in a span of months??? Please forward this timeline to the company if you're saying that they have the last say in this claim as I believe that they have to review the quality of the product they are selling. Sincerely,
*** ***

An exchange was processed, and delivered to the customer on the 23rd of February 2017In regards to damage they are dealing with *** on this issue

We offered customer an upgraded version available sooner, confirmed for delivery tomorrow

Initial Business Response /* (1000, 7, 2016/03/31) */
Customer has been contacted by our warranty management team, and has been offered different optionsCustomer is to call back with their decision in order to process

Initial Business Response /* (1000, 16, 2016/04/21) */
Customer has been contacted by our warranty management team, they have been offered to re-selectCustomer is happy with resolution

Complaint: ***
I am rejecting this response because:** *** *** *** *** *** *** *** *** *** *** ** *** ***
*** *** *** ** ** ** *** *** *** *** *** *** *** *** *** ** *** ** *** * *** The Brick has not offered any compensation or response (or even an apology) for the giant hole they put in our wallHanadi is aware that this matter is outstanding, but continues to ignore my reminders. ** *** *** *** *** *** *** ** *** *** *** *** ** *** ** ** *** *** *** ** *** ** *** *** ** *** * ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** ** ** *** *** * ** *** *** * *** *** *** *** *** *** *** ** *** *** *** * *** ** * *** *** *** *** *** * *** * *** The compensation previously agreed upon no longer applies as The Brick did not fulfill their side of the settlementAs a refund was never received, the settlement agreement no longer stands.
Sincerely,
*** ***

Customer has been contacted by the management team, He is getting a refund of the amount he paid for the dryer and shopping elsewhere

Senior management had made multiple attempts to contact customer via phone and email - we have yet to receive a response

Store manager has contacted customer and left a voicemailFile will be updated further once manager has been able to speak to customer

Please let us address the complaint as presented by the customer. My complaint is the Brick's un-advertised and lack of disclosure telling purchasers that the Brick has a no return policy on any item purchased in their storeThe only notification is on the back of the invoice taht you
receive only after you have made the purchase We do advertise our returns polices, price guarantees, refund procedures etconline. We post there as well as having the same information on the back of our customer invoice As a result, I filed on a on line complaint on the Brick's website requesting consideration for a refund or store credit and that I had been a loyal brick customer for over yearsThe complaint was sent back to the abbotsford store as I received a call from the store operations manager, same person who we talked with before, re-affirming their corporate policy of no returns period All customer complaints are handled by our store locations. An escalation to a manager is available to every customer. If a customer wishes to escalate this further it can be forwarded to a Regional Manager for review and customer discussion. Our Customer Experience Team at corporate office does not make decisions to supersede a store decision especially when the store is following company direction and policy. Our responsibility is to ensure a customer is respectfully treated and communicated with by a store to understand their concerns or complaints. We also open a ticket for each customer to better understand why our customers are not understanding or happy with issues with the Brick. My complaint is that there is no consumer protection in place, the no return policy is not advertised or explained by the sales staff when making a purchase, and the the only way the consumer would know is reading the back of the invoice after the purchase is paid for and you are handed the receipt invoice In the store during the sale, the sales consultant has a worksheet and checklist that a customer initials to indicate they have received all the information required to complete the sale including returns policies. We do show the customer’s initial on this document which can be supplied if necessary/ “We are proud of our customer service polices, service commitment, sleep satisfaction guarantee and price guarantees. Did we make you aware of the benefits?” Although we can empathize that the customer has made a purchase elsewhere with another retailer and now wishes to return their product to us, the store has complied with all direction in question with the customer and with the Brick

We appreciate you taking the time to reach out to us with your concernsWe are sorry to hear of your disappointment, and have addressed the situation to the appropriate contactPayment Protection Plan has been cancelled, and the charges in the amount of $for PPP will be credited back
Because customer paid their Brick Account in full, ** will be submitting a cheque refund to the customer for the above amount

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***