MtnSea Properties

Based on the Brick' s response, the order number is ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Warranty
on mattress set is offered by *** manufacture, therefore The Brick
offers the service & follow up with the customer (setting up
appointment for technician to assess the mattress set with detailed
report) - This was never done.once inspection report is received by the technician, all
necessary documents (inspection report, sales order invoice, pictures)
are sent to the manufacture for (RA) return authorization consideration- They got pictures you can't really get a good grasp of the issue with, and an InvoiceNo inspection was done and no one was sent outI requested someone be sent out multiple times and was told they would not do that.In customers situation, the damages caused aren't manufacture defects - please refer to attachment document- Yes, the damage was cause by The Brick during delivery, as I was told over the phone by *** (based on the pictures they were sent).*** has declined any replacement has these damages aren't covered by their warranty guidelines- Once again, damage is not covered by something The Brick is responsible for, Therefore The Brick should be doing something about itAs resolution, The Brick is offering to provide the
client a phenomenal deal on new box springs or their next purchase
Mike store manager would be more than happy to greet them in store- *** was never talked to, I phoned him to inquire about this phenomenal deal (on something other then a box spring as they have been replaced already as this is once again an on going issue since February)After he supposedly read his email ** *** * *** *** I asked him about it, I was told I would just be given contractor ratesStill curious and wanting to settle this issue/get some kind of resolutionI went down, priced out some items, was given a quote which I was told was lower then costI went online when I got home and it was slightly below sale cost for the Brick and other storesThe real kicker was being told that If I want to take the deal that I would need to go in on Sept 1st *** *** * *** * ** *** *** *** ** *** *** ** *** when they are having their 'big vip sale' ** *** *** ** *** *** ** *** ** *** *** *** * *** *** *** *** *** ***So in turn, nothing was done on The Bricks end to fix an issue that their people caused, and their offer/apology is essentially a sale rate(*** * *** ** *** ** * *** *** ** *** ** *** *** ** *** *** *** *** *** *** ** *** *** * * * *To
reiterate the problem once again (as I was told by ***) During delivery the
straps holding the box springs in place were over tightened, this caused
stress and fatigue to the metal in turn weakening it, mixed with stress
from sitting and laying on it caused the metal to give and warp. The Brick needs to take responsibility for the actions of their delivery team, and I would like to be compensated for the box springs in fullIn the way of a refund not some phenomenal deal that the person who is suppose to give to me doesn't even know about
Sincerely,
** ***

Complaint: ***
I am rejecting this response because: I'm not totally rejecting the it but if the loveseat is available is it possible to deliver it to us ASAP? we just need something to sit on while watching tvyou can deliver the sofa once it is available on the 3rd of July
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:As soon as I receive the total refund ,I will update the Revdex.com file
Sincerely,
*** ***

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,
*** ***

** *** Actually I told them about the sofa within a week of it getting shredded then they asked for photos I send them all the pics but they never responded so I called them back after weeks but again she said she will call me back but she never did then I called her again after that she called me back saying the matter has closed coz it looked that its been there for long time but that was not the casethis sofa was in basement and was not used for a long period of time but we moved it to our family area in march as we had a gatheringbut within a month it started cracking and shredding as it was a manufacturing defect with all the sofas we bought at that timewe bought three sofas but two of them were upstairs so they came into notice earlier but this one was in basement and wasn't being used so it was fine as nobody was using itand when we brought this upstairs in march because of gathering, and we started using it regularlybut its still under warranty. and now they are refusing to change it. Regards*** ***
***

Complaint: ***
I am rejecting this response because: As the warranty quoted by the responding employee of UFW states "*** ***" (the same warranty terms apply to UWF) "will cover up to the purchase price of the item, not its original value"There was absolutely no damage at the time of purchase and none described in the invoice, which I am sure UFW is well aware ofI demand my full purchase price returned ($1,700.00), which includes the so-called warranty and delivery, so that I may take my business elsewhere - I do not wish to give this company with questionable business practices and inferior quality products any more of my business.If it is true that UFW can not repair the damage to my sectional (which all parties involved already agree are covered under the warranty), and they refuse to replace it with a floor model of comparable quality, size and materials then the above monetary compensation is the least I find acceptable.** ** *** ** *** *** ** *** *** *** ** *** *** *** *** * *** ** *** *** *** ***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/04/26) */
Our store management team has left a voicemail message for the customer to call back the store to confirm delivery date of the replacement items under extended warrantyNew Sales Order Invoice ***, replacement at same priceDelivery
fees have also been waived, for customer satisfactionWe truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused

We are sorry to hear of your dissatisfaction with this situationThe Brick is offering great pricing on new box springs, therefore unable to replace them under warranty

Customer has been contacted by Ruzelle, re-selection has been offered under extended warranty programFull amount paid by the customer for the sectional is being applied towards their new selectionIf the new selection is more expensive customer will need to pay the differenceExtended warranty
is being used as they are no longer within the first year manufactureCustomer has the option of re-purchasing the extended warranty on the new item at their discretionDelivery fee's aren't included

Initial Business Response /* (1000, 5, 2016/03/10) */
We thank you for taking the time for sending in your emailWe would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file
it would be much appreciated

We are sorry to hear of your disappointment with this situation.Unit was assessed and report was submitted for resolutionCustomer will be contacted to discuss

We are sorry to hear your experiencing issues with your sofa purchased in We would be more than happy to look into your situation further therefore require more information.If you could please specify when the defect begin on the sofa, and provide pictures of the issue it would be much
appreciated

Store manager contacted the customer to address their concerns and apologized for the inconveniences this situation has causedAll special Make To Order products need to be fully paid prior to order

Thank you for letting us know of your concerns, and we are sorry to hear of your disappointment with this situation.We would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file
it would be much appreciated

Final Consumer Response /* (2000, 6, 2016/04/14) */
I have received a full refund dated April 11th

Store management met with the customer, and agreed to reselect another living room setDelivery has been set & confirmed for the 15th of August

My apologies on The Bricks behalf for all inconveniences and frustration this may have causedWe would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file it would be much
appreciatedThe phone number provided above in the Revdex.com complaint didn't give me accessOnce information is provided we will gladly direct your concerns to the appropriate contact to review. SincerelyThe Brick Group LP

Complaint: ***
I am rejecting this response because:I bought a NEW product from your store. I received a damaged product out of the box. No policy can absolve your company of this fact. This could be categorized as a bait and switch scam. All your company had to do was to replace the product or push the manufacturer to replace the product. This was not too much to ask. Instead we keep getting the same run around, when if any of this had been focused on fixing the problem, I'm sure we could have fixed it. I will be escalating this to other levels that might warrant a reasonable response or solution (including the ministry of consumer affairs and Small Claims Court if needed). You can actually have someone call me or contact me to try to resolve this as this would be the best option.
Sincerely,
*** ***

***All information has been reviewed, including the original bill of sale, technician report and the warranty service agreement.The sectional was purchased on November 05th at the Newmarket location and delivered to the residence on November 11th 2016, with a three year extended warranty
coverage.On April 06th the client emailed the store location reporting cracking and peeling on the sectionalThe store declined the claim as the Service Agreement states the below clause:"Faux and Bonded Leather: Singular or one time accidental staining reported within a timely manner from foods, beverages, household grease, human and pet saliva, bodily fluids, ballpoint pen ink, cosmetics, nail polish, and crayonsAccidental punctures, rips and tearsStructural defects including frame, legs, moving parts, reclining mechanisms, breakage or bending of metal parts, assembled joints, electronics components, stitching or seam separationPeeling and cracking will only be covered within the 1st year manufacture warranty period."The client disputed this decision multiple times requesting we still do something in regards to this claimThe store reached out and out of good customer relations, offered the client a good will credit for the amount of $that may be used towards any item(s) in store and is valid for one year starting on May 15th 2018.Attached is a copy of the warranty Service Agreement as all guidelines and Terms and Conditions of the certificate have been met. ***