MtnSea Properties

Store management has tried reaching out to the customer to discuss further therefore no responseRe-selection is being offered using extended warranty, and delivery fee's applyCustomer is to visit the store within the next days to process

Complaint: ***
I am rejecting this response because: the reason this should not be rejected is what started out as a small tear (2-inches) was immediately reported but in the following months it took for someone to come out it then became much worseThe lack of a timely inspection and having someone come out to view and properly repair my couch is what has caused my couch to become unusable.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It still does not address my TV stand defects which is covered under manufacturer
warrantyAs far as the sofa defects, store was made aware of the issues during the month of July and it has not been fixed yet Until today, store never called me to advise that it will be fixed during the month of October, why is the store waiting for my warranties to expire before fixing the defects ? The issues can only be resolved once both sofa and TV stand are fixed in a timely manner
Sincerely,
*** *** ***

We are sorry to hear of your disappointment with a recent purchase and receiving the incorrect productReviewing different models online, can you let us know is item model *** *** *** *** *** *** *** *** *** *** *** * *** * is what you are looking for ? When
visiting our website www.thebrick.com at the top search you may entered *** to view the product & description

We are sorry to hear of your disappointmentWe 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

Initial Business Response /* (1000, 8, 2016/05/10) */
Customer has been contacted by our store management, product was replaced under warranty - customer is happy with the outcome
Initial Consumer Rebuttal /* (2000, 11, 2016/05/11) */
(The consumer indicated he/she ACCEPTED the response from
the business.)

Thank you for sharing your experience with us as we appreciate your business and wish you did not encounter this experience with usIf your purchase is damaged, defective or not properly functioning, contact us within three days of delivery or pick up and we'll be happy to help you with a
repair or a replacementOnce you’ve taken possession of your product, we’re unable to offer refunds or reselections on appliances, furniture items or accessoriesSelected product by client was purchased AS IS liquidation, which is a discontinued modelThe Brick is offering to either 1) processed with the repairs, OR 2) Keep the product AS IS with an in store credit in the amount of 434$ and may be used towards any purchase item (no more warranty coverage on product)

After review of the photos on the work order, it has been confirmed that the ITEM CODE: *** *** *** $89.97 bed frame is not in current useThe bed frame appears to be an *** style frame, which the center support does not have a leg in the middleAs stated previously, we will have this reviewed and sent to the manufacturer for approval/denial as they are the warranty holder and are the sole decision maker in claims

Initial Business Response /* (1000, 5, 2016/04/07) */
We have contacted customer and offered her a credit to help pay for truck/movers to pick up and drop off since she loves outside our delivery zone and purchased clearance from our store to replace her items under warrantyAlternatively if this
does not work we will offer her to reselect her item to something we can deliver from our distribution centerCustomer will call us back friday with a decision

Customer has re-selected for a different model, we truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused

Store management team has reached out to the customer in reference to their Revdex.com complaint sent in, presently waiting for some items to be received by the manufacturePartial delivery is confirmed for July 26th

We appreciate you taking the time to reach out to us with regards to your concerns, and would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice or phone number on file it would be much appreciated

Complaint:
I am rejecting this response because:The Brick was unable to tell me how my store credit plus cash purchase is excluded from their satisfaction guarantee policy They (Jesse) has now advised me to pursue through *** I had contacted *** initially by email November during my unresolved satisfaction in November Since I contacted *** on November and spoke with Maureen whom said she would have her manager call me I never received a call so I called back again November Again I was told the same thing It is now December 12th and I still have not received a callToday when I called Maureen suggested I put a foam mattress on top of my $matressI asked again to speak with her manager or someone who can assist me in this complaint she advised me she has no number or contact info so I would have to send an email I sent an email today Both these companies are shuffling the ownership of my dissatisfaction The Brick refuses to rectify this and is now pushing us on *** who is refusing to deal with this issue What happened to customer satisfaction *** ***? The Brick has admitted the matresses are not comparable and even coached me on what to say to *** *** is hiding behind their customer service rep This is unacceptable
Sincerely,
*** ***

Customer has been contacted by our store management team, re-selection has been offered which customer has agreed

Initial Business Response /* (1000, 5, 2016/02/23) */
Our warranty management team has left the customer voicemails, and also emailed the customer requesting pictures of the issue in order to assist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/25) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I replied to the email with pictures on Feb I'm waiting for an accurate response
Thanks
Final Business Response /* (4000, 9, 2016/03/01) */
Customer has been offered a replacement, customer is happy with the outcome

Complaint:
I am rejecting this response because:"The Brick is offering great pricing on new box springs, therefore unable to replace them under warranty." - A) why would I need even more box springs when I *** *** * *** *** *** had to buy new ones months ago so I could at minimum use the mattress I bought from The BrickB) I was never offered a great price, offering your current in store sale price is not great pricing
Sincerely,
** ***

After review of the file and the warranty claim , it has been noted that the issues with the leather began many months prior to the claim being reported in MarchWarranty agreement and guidelines indicate that defects and damages must be reported within days of them occurring and therefore the
delay in reporting the issues resulted in a denial of the claim

We are sorry to hear of your disappointment with regards to an online purchaseStore management has contact the customer and TV cleaner is being picked up at the store tomorrowThank you for letting us know of your concerns

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,
*** ***

Initial Business Response /* (1000, 5, 2016/05/17) */
Our warranty management team has reach out to the customer in reference to their sofa, and loveseatReplacement has been offered for both pieces (sofa & loveseat)
Customer has contacting the store in reference to the chair