MtnSea Properties

I have attached a copy of my receipt & a photo of the original warranty card(brick warranty) that I received when I made the purchase , which I provided when the washer needed replacement, which states that, as a lemon, the product will be replaced with a comparable model at no cost to me.When I went to the store I purchased the set from to get the copy of the receipt, they provided me with a different warranty information sheet., attached as warranty #2.The original warranty card, I found online at www.thebrick.com/appliance-and-electronics-warranty, attached as appliance & electronic warranty(I provided this warranty card when the washer broke & they replaced it ( with help from Revdex.com) with the cheapest comparable model they had on the floor)The cheapest comparable model they had on the floor when I was in on Saturday was on sale for $599, which matches the washer they replaced .This is the warranty information card I was provided with when I made the purchase, it was explained to me that the product was quality, & would work properly & would be replaced at no cost to me if could not be repaired.I accessed the warranty by calling the 1-800-360-2742They sent a repair man down, he looked at it , said I would be contacted when parts arrived.I waited for weeks before I called back to find out that they would provide a credit , as it could not be repaired. I believe I have included everything, if you require more information, feel free to email, call me** *** *** *** ***

Several Voicemail messages have been left for the customer in regards to their TV re-selection under warrantyOur store management team would be more than happy to assist the customer with re-selection on comparable unit

Pickup for remaining mattresses has been confirmed by management

Customer has been contacted by the store management team, credit in the amount of 75$ + tax has been provided to resolve

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***The invoice they gave to us it is saying page of the brick did not give us any other papers or information,on the invoice it dose not tell to read the warranty policy.It is saying Full 5Yer Blanket Coverages.Also I called the Brick two weeks ago after my complaint to Revdex.com,and ask them why they are taking so long to fix my sofas other stuff beside leather,and they told me they are ordering leathers for my sofas and going to come the fix my sofas at July 31.The guy from Brick call me at July and told me that they are coming to fix my sofas on July and now they are telling me again they are not going to fix my sofa's leather.*** *** *** ***

The technician that is sent out to assess the product doesn't take any decision, all documents are sent to the warranty department to reviewThe pictures provided by the technician and the customer, the seams aren't unraveling, ripping, or nor openAs per the pictures, the seams are stretchingIf the seams start to open, unravel or open please contact us and we would be more than happy to resend the technician to reassess

Good afternoon,Just giving you a update about this complaintSo after being told yesterday to call the brick back today by a women named Tandre it turns out Tandra is off today and the fridge that they said would be delivered is now out of stock and discontinuedSo after waiting months for this
fridge it’s now discontinued and we are left with a damaged/dented fridge.Please let me know when or if there is ever a response from the brick about this.Thank you,*** ***Sent from my ***

When our team realized that it wasn’t slats it was a cross support from headboard to Footboard, Which we couldn’t order as the product was discontinued by the manufacturer, we discussed with the customers and this is why we offered both husband and wife the other numerous options Event
*** was open for a technician to visit customers home to assess the problem, as we would be more than happy to have this repair done if this is something that can be repairedAll information has been sent to the service technicians office to let them know of this situation.

We are so sorry to hear your range is damaged, we understand this can be frustratingOur policy indicates any defects or damages must be reported within three days of delivery/pick up of the productThe range was delivered on June 23rd & damages were reported on July 13th The unit
would be under the manufacturer’s warranty, and we can only approve replacement at their directionWe do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to youWe fully understand you may be disappointed with our decisionWe appreciate you letting us know of your concern as with feedback from our customer we learn and grow as a company. Your business is important to us and we do not wish to lose you as a customerWe would be more than happy to provide preferred pricing on your next purchase, this would be dependent on what product you chose, as it is not a specific amount but based solely on productYou would essentially be eligible for friends and family best offered pricing on your next furniture purchaseOnce again, our apologies for any inconvenience you may have experiencedWe consider this matter resolved

Initial Business Response /* (1000, 8, 2016/04/19) */
Store management team has tried reaching out to the customer on several occasions to discuss further therefore with no successIf customer could provide a preferred contact number, and the best time to reach them it would be much
appreciated

Initial Business Response /* (1000, 14, 2016/04/13) */
Customer has been contacted by the store management team, new service call is being opened for a technician to go out and assess the item
Initial Consumer Rebuttal /* (2000, 16, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Final Business Response /* (4000, 31, 2016/05/06) */
Voicemail has been left for the customer to call the store back, inspection report was reviewed and comments have been keyed in customers main file with options
Final Consumer Response /* (4200, 33, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Brick is offering either $store credit or replacement of equal value I've checked their website and the only sofa styles that are suitable for us are the *** styles, *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** As I've said before, all we wanted was to get the sofas repaired, but the Brick is not willing to do that, too much money We really like the design, colour and leather quality*** *** *** *** We paid for extended warranty We are not happy with a sofa that lasts months If they refuse to repair it, then we would like our money back so that we can purchase something that is made properly

Thank you for bringing this matter to our attention, and would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice it would be much appreciated.

We appreciate you taking the time to reach out to us with your concerns.Vicky from the management team has reached out to the customer to address customers concerns, and explained the terms and conditions of the extended warrantyThe technician that visited the customers home to assess the
product is sent out to inspect and provide a detailed report to The Brick, and doesn't take any decisionsThe issue customers is reporting is deemed wear for a product that is years old as per the product standards

Thank you for sending your concernWe are sorry to hear about this experience and are currently looking further into this matterWe will respond as soon as possible and hope to have a resolution for you shortly

We apologize that we are unable to send a tech to the home of this customer in a time frame suitable to them. As in all businesses we cannot always have hours for repair technicians (third party contractors) that coincide with our store opening hours. We too would not want to use a
vacation day for such issues but usually employers are willing to have some leeway in this as the Brick is. The appointment once scheduled should not take an entire day to completeOur management team will be in contact with the customer to discuss further

Initial Business Response /* (1000, 6, 2015/11/25) */
We would be more than happy to look into your situation further but 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 is
missing a digit
Initial Consumer Rebuttal /* (2000, 8, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My contact number is XXX XXX XXXXI want to work this out too as I am a regular customer for the business
Final Business Response /* (4000, 16, 2015/12/05) */
Client came into store and we pulled up a copy of her original application, which has a separate signature for the payment protection planThe client had signed for this to be added to the cardWe explained to her that we could send in the cancellation and that no charges would be added in the future however charges that were already on the card would still need to be paid, as she had the insurance for that time period
Final Consumer Response /* (4200, 18, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that the girl explained me the story but this is wrongI told the sales person at the time of purchase itself that I don't need any insurance and he took the signed form from me saying that he will fax it to the bank which he obviously forgot to doAfter 2-months when I went to the store to enquire about the charges there were girls at yhe customer service desk who looked into the account and assured me that they are doing some sort of "we care" adjustment and I should be able to see the reimbursement in the next statementWhen I went to the store the following month I was again misguided by the customer service people by saying that theh are checking with the bank as store have sent them all the information they were looking for any the store will give me a call to update which again they never did During those visits no one told me anything about the internal process they followAfter one month when I received my statement and agin didn't see any adjustments I went to see the store manager which was another horrible experience I waited for her to come and talk to me for good minutes even when she knew I was coming to the store to see herAnyway when I explained her the whole story she started explaining me the internal process they follow for the approval of credit card and insurance waiver form which I don't understand why she was expecting me to know as a customer
Its completely the sales person's fault who forgot to fax the form to bank for insurance waiver, the store should own the mistakes of their employees an return my $

Thank you for taking the time to write to us, and letting us know of your concernsWe 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

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,
*** ***

***Customer contacted the store on Thursday July 28th stating they had called in in June to have a technician come out to assess their product under warranty, unfortunately no work order for service could be found in our systemWe apologized immediately for these inconveniences, and
opened a work order for service (event LT 1552468)Upon their call on July 28th 2016, customer inquired who they had spoken with in June therefore customer was advised this information wasn't available as there is many employees that work in the storeService technician is scheduled for August 2nd to be visiting customers home to assess the productNo compensation is being offered for service issues.Thank you for letting us know of your concernsWith feedback from our customers, we learn and grow as a company

Hello, All information pertaining to the complaint by the client has been reviewedOn May 30th 2018, the client made a purchase for multiple items, including two storage beds, sectional, king size mattress set, dining set, television, bed frame, mattress protector, pillows, wall mount, two full
size mattresses and a chest (sales order number ***)There has been four deliveries (June 20th, June 02nd, June 06th, June 16th) made for these itemsOn June 02nd the delivery included the arrival of the dining chairsOn June 06th, the client reported damages to the chair where an exchange was processed in our system and the delivery service of the exchange was completed on June 20thOn June 06th, the sectional was delivered and the client reported the installation for the legs not being completed at point of deliveryThe store authorized and completed a credit for $(credit number ***On June 17th, the client contacted the store they were under the impression they had purchased a matching ottoman to the sectional and a box springThe original sales order did not include these productsOut of good customer relations, the store wrote a sale and covered the cost ($+ GST)On June 19th, the client reported multiple damages to the full size bookcase storage bed frameOur records show a $credit ready for refund to keep the product as it is with the damagesDue to the clients request for return for refund, we will be reversing this creditIn the desired outcome, the client is requesting multiple outcomes/settlementsShould the client want to return Yorkdale *** storage bed frame, we authorize this to be completedThe client will have seven days to return the productOnce the product is returned, then a refund may be processed back onto the original method of paymentThe refund credit would be the price paid $+ GST (any credits processed will be deducted from this price)The client is also requesting an additional discount on the ottoman for installing the legs themselvesThe request also mentions that the sectional and ottoman do not have pre-drilled holes to screw in the legs in which they will need to rent a drill to completeNot all products have pre-drilled holes and are not considered a defectThis request will be declined as we will send out an authorized technician to install the legs onto the ottomanAs for the sectional, the client already accepted a $refund for this concern and no additional compensation will be providedOur records indicate (tracking number ***), that the client has received these legs on June 26thWe are working with the appropriate team to find a quickest way of getting the client the parts for the Lyla bed frame ***)The price paid on this bed set is $and we can offer $refund for the inconvenienceIf the client does not accept this, then it may be returned for a refund along with the other bed frameWe are sincerely sorry for the series of events that took place and feel the above information brings all concerns to a resolutionThank you,