MtnSea Properties

Delivery has been completed on June 22nd 2016, we are truly sorry for any inconveniences and frustration this may have caused

We are sorry to hear of your disappointment with regards to your situation.Customers concerns have been reviewed by warranty manager, and manufacture which was deemed impact damage caused to the screen.Customer has been contacted, and advisedThis defect isn't something covered under manufacture or
extended warranty

Revdex.com:I have reviewed the response made by the business
in reference to complaint ID ***I am unfortunately still waiting on three pieces from my orderI have been told to call Friday August to confirm pieces are in stock and available for deliverySo the saga continuesI still stand firm on my previous statements regarding never using or referring this company again
Lets hope I receive my furniture in a timely fashion, undamaged, and never have to deal with this company again
Sincerely, *** ***

Complaint: ***
I am rejecting this response because:Rob A***, the store manager of The Brick MacLeod, and
I spoke on the phone on SaturdayI am rejecting his response to my complaint because he has shown me twice now that he really does not value the opinion of his customers and consistently makes excuses for his staffOn the phone he did not even recall our conversation in November, which was the catalyst to my complaint on the Revdex.comHe began to tell me that he would not refund me the difference between my old a new couch (approximately $340) because he simply couldn'tTo which I replied, "that's a lie" because in fact I know that store managers can do thisThen he finally said, "well we do that for certain circumstances." Also known as, he doesn't think the customer service at his store meets his expectationsI began this process to replace my broken sofa and love seat back in September 2016, I had purchased the Full Year Warranty that The Brick offered me because I wanted to ensure that if anything had gone wrong, they would replace my productI received my couch on February 11, This process took an annoying months to get to my house, whereas I know of customers that have received theirs within weeksWhy was my transaction different? I had called The Brick multiple times and spoke with Lisa, Sumi and the Sales Manager (I do not remember his name) and was told many things in regards to my claimI was honestly only looking for someone to tell me how the entire process worked and when my "claim" would go through and when my couch would be expectedSimple right? It's what you expect when you giving a store your business, your personal money, that you receive the proper informationI was notI was left in the dark for weeks-months and anytime I spoke to staff members I was left frustrated because one person said my claim was started, another said it wasn't and then someone told me that I didn't need a claim?! The store manager said to me on Saturday, "Oh come on! You haven't been new at a job before? I would hope that if my kids were to start a new job somewhere customers would have patience." Are you kidding me? Hey Rob, if you kids bought a couch wouldn't you hope that the store provided them with information they had the right to and give them their couch on time so that they didn't have to sit on a broken one for months? I really do not think it is appropriate for the Store Manager to give excuses for his staff if they are providing poor service to their customers, especially since this Lisa girl has been working there for months but yet her response to my questions/problems were always the sameDon't you think that if a customer is calling you week after week to figure something out, you would finally take it to your manager and say, "Hey Rob, this customer is unhappy and I think we need to figure out her claim before we lose her as a customer?" Apparently notRob thought nothing of this which tells me his expectations of his store and his staff are beyond low because they are all about the money they makeNot the service and products they provide to their customersI have purchased many things from The Brick and now I will never returnedI have cancelled my The Brick card and I have told all my friends and family about my experienceSo much so that my sister-in-law's big paper recycling office has decided not to refurnish their entire office with The BrickThey have gone to another furniture companyAlso here's another thing that irked me, Rob told me that they did me a favor because they let me keep my broken couch while my new ouch was being madeWowThank you soooooo much Rob for bestowing me with that favor! Kidding, who would ever ask that of a customer? Do you seriously expect them to sit on the floor? *** *** *** *** *** *** *** *** ** *** *** *** *** *** To summarize this absolute nightmare of an experience, I reject your response because Rob you do not care about what customer service your store provided to me even if it was terribleRob, you do not want to refund me because you do not care about how your customers are treated and I hope to NEVER hear from you again and I hope that if someone tries to contact me, it is your superior. Sincerely,
*** *** ***

Delivery drivers are unable to order parts, if customer requires parts, please call 1-866-748-for parts team

Customer has been contacted, dryer is being picked up today for repair as there isnt any space for the technician to workUnit will be delivered to the customer as soon as repairs have been completedWe apologize for any stress and inconveniences this situation may have caused

Initial Business Response /* (1000, 6, 2016/03/16) */
Thank you for taking the time for sending in your complaintWe 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,
*** **

Thank you for letting us know of your experiences with the Brick.? We will require further information to assist you with one part of your concern.? Under this telephone number we can only see the mattress replacement invoice.? We would need the invoice number for the furniture
products that you describe.? When we have that we can investigate.? The mattress return and mattress replacement is available for pickup at any time.? The manufacturer does not provide delivery transportation as part of their replacement program.? We apologize for any inconvenience and look forward to hearing from you again with the furniture invoices.? ps.? If the furniture invoices have a delivery service fee applied to these we could deliver the mattress at the same time and pick up the old one provided it is in a sealed plastic bag.? Please contact us again with needed information to proceed.? Thank you

will call today

? Thank you for sharing your experience with us as we appreciate your business and wish you did not encounter this experience with usPictures were received and reviewed by management, a replacement of the table has been offeredDelivery has been set and confirmed for May 20th with the
client.PROTECTION PERIOD AND SERVICE COVERAGECoverage under this Plan? starts on the original date the Product is delivered to you and stops at the end of the protection periodIf for any reason? The? Brick? supplies a replacement Product under this Plan, the coverage under this Plan is then deemed to have fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for it

I made the initial contact with The Bricks on Febrary 12thAnd they have not done anything for two days before they put it up on their system on Feb 14th or 15thThey still makes me wait

Reference Sales order Invoice ***Customer Code ***We do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to you.This is in response to your recent claim regarding your living room set purchased from The BrickThese items benefit from a repair
warranty which covers any and all manufacturer defects for a period of one year following deliveryIn addition, you purchased an extended warranty which protects your products against defects for an additional four years.We have received & reviewed the pictures taken by the technician, we are sorry to convey that the concerns you are experiencing do not appear to have been reported in a timely manner which is one of our provisions for some warrantable issues.Should any defect appear on the product, the chances of a successful repair are much greater than if the issue reported is left unattended.? We are sure you can understand this provision.We fully understand you may be disappointed with our decision.? We have enclosed a copy of the warranty section that applies to your concerns and also sent a link to our complete Warranty Terms and Conditions on our websitehttp://www.thebrick.com/warranties-and-protection-plansWe 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 offer preferred pricing on your next purchase

Reference customer code ***Sales Order Invoice ***? * ***The Brick offers a one year warranty on the product if no extended warranty is purchased.Customer reported defects in the leather on November 30th 2016, and a technician was sent out to assess the product.They have been
offered options which are the following:? 1) replace the seat casing on sofa? OR 2) replace the sofa.If for any reason, The Brick, at its option, supplies a replacement or settlement for the product under this Service Agreement The Replacement Product the coverage hereunder is then deemed to have been fully expended on all pieces notwithstanding the Protection Period.This set is 100% genuine leather and that although rare genuine leather can pealWe have explained that it requires maintenance to keep it soft, prevent the various stages in dryness which can bring it to the point of peeling.The Brick is offering the above two options, 1) replace the seat casing on sofa? OR 2) replace the sofa.We apologize, a refund is not something we offer.? ? *** *** *** *** *** * *** *** ***
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?
Complaint: ***
I am rejecting this response because:1: your sales guy said they where free I never purchased any bedding items scam2:you are now charging me for not keeping the garbage you sent out3:not giving you my credit card info because so far you trying to scam me and charge for things that where never bought4: I had to buy more sofas because I gave away my old ones and have to wait for my new ones5: maybe you should then be paying me for storing your garbage for months***
Sincerely,
*** ***

Sales Order Invoice *** - Reference customer code ***Fridge was delivered on December 16th 2015, any damages need to be reported within the days of delivery.Customer has been advised

Initial Business Response /* (1000, 5, 2016/03/18) */
Credit has been applied, and customer picked up their product

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
They have replaced the unit with a brand new one and is working fine as of ? this emailThank you Revdex.com and to the Brick for your action and assistance.?
Sincerely, ? ***
*** ***

After review of the purchase,? the bed frame appears to have been purchased from an alternate retailer, therefore cannot be guaranteed to follow manufacturer requirements for warranty claimsHowever, we will have our team review and request approval from the manufacturer as they are the sole
warranty holder for the Mattress WarrantyOnce a manufacturer approves or denies a claim, the Brick cannot change or overrule this decisionWe appreciate your patience and understanding during the review process

?
Complaint: ***
?
I am rejecting this response because: As we started noticing the leather? Cracking and peeling of finish, Failed stitching, Seam separation, frame broken and joints/springs sound, we? reported to The brick right way? and on time.? PLEASE The Brick must CHECK their RECORD, your system/technician took 3-weeks to come and have a look.? If you'd like to confirm the above statement, go ahead and re-send your Technician to verify that the said damages on the sofa set have been double since we reported and about to 40% more since your Technician visited (just after 2-3weeks)? I am? NOT? understanding The Brick's claim as we have reported the damage right away and on time? to The Brick
Sincerely,
Tahir ***