MtnSea Properties

Initial Business Response /* (1000, 5, 2015/12/10) */
The customer has contacted and delivery has been scheduled for this Tuesday December 15th with an inspection to be done
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
I accept the response because they said I will get my dresser on December & I can't wait more
Final Business Response /* (1000, 15, 2016/03/14) */
We have tried to reach out to the customer, therefore no answer and no voicemail to leave a messageOn March 6th the refund was processed for $that will show on his next statement
Final Consumer Response /* (3000, 17, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On March 6, 2016, I had to personally go to the Brick store to have them fix the errorI made three phone calls prior to thatFirst time in the month of Feb, when I was told that the error was fixed and second and third time after receiving March statementThis time I was told that I have to go back to store to fix this*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2016/03/10) */
Customer has been contacted by our warranty supervisor
*** PARTS ORDERED AND INSTALLED
*** PARTS ORDERED & INSTALLED
*** NO PARTS ORDERED NO PARTS INSTALLED
*** Tech was sent out yesterday March 9th to complete the
repairs
The customer doesn't qualify for replacement

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
appreciatedWe will gladly direct your concerns to the appropriate contact to review once information is provided

Customer has been in contact with the store manager Peter.Email exchange between the customer and Peter, and have settled with option B.Option B: I purchase the recliner piece for $300, and the warranty that is applied to the table is still valid

We are sorry to hear of your disappointment in regards to product availability, and apologize for any inconveniences this situation may have causedA product is back ordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stockYou can
still purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes availableBack orders are often unpredictable, and this is why availability dates are estimates which may change based on different circumstancesIn cases of manufacturer delays, for example, The Brick doesn't control when a product is availableWe will do our best to keep you informed of expected shipment dates and estimated dates of arrivalYour concerns have been directed to the store management team, and will be contacting the customer to follow up

Customer has been contacted, and exchange is in processDelivery is set and confirmed for March 15th

Hi ***? Sorry for the late response, just wanted to inform you this customer was dealt with and offered
a re-selection under the warranty programCan we have this case re-opened and have the above comments entered as resolution ?? Thank you!? Kassey-Lee L*** ? | ? Customer ExperienceThe Brick ??" Corporate Office16930-Avenue, Edmonton, AB ? T5M 3S

Complaint: ***
I am
rejecting this response because: it was totally a lie because I do have my voice mail set up there was no message left by them and I got a call from some number and when I reached back the same numbetr few times it was saying line busy and the number is not from the store .? ? They can email me if they can't reach me on phone or they can leave a voice message?
Sincerely,*** ***

?
Revdex.com:
We did accept the Bricks reponseWe are not totally satisfied from this and still feel we were not treated fairly however due to it being the best we could see getting we went ahead with itI would advise those looking to purchase from the Brick to reconsider
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,
*** ***? I have a difficulty to reach Bonnie from The Brick since last week.? Yesterday I finally talk to her and she will send me a new motor for the recliner.? So I will wait until I received and ask a technician to repair it.? June 13/2017.Thank you to Revdex.com to respond on my request so fast

Initial Business Response /* (1000, 5, 2016/06/03) */
Customer has been contacted, the mattress warranty is offered by the manufacture directlyThe Brick offers the service (sending out a technician to assess) and follow up (follow up from technicians visit, report) by sending all documents to the
manufacture to review requesting return authorization considerationUpon last technicians visit, the body impression was 1'' which is body impression as per manufactures guidelinesCustomer claims the body impression is more than 1'', new service event is being opened to have a technician re-assessCustomer has been explained the warranty

We are sorry to hear of your disappointment with regards to a recent purchase, 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

Store manager Rob spoke with customer last night he is coming into the store to choose one of the two recliner chairs that are on the floorWith regards to the dinning chairs, an inspection has been requested prior leaving the warehouse

Can you please provide in attach document a copy of the front and the back of the invoice ?We have also received notification from the store, manager left a voicemail message to discuss your concerns further

Thank you for your responseWe apologize, the claim has been reviewed and unfortunately are unable to assist with coverage under extended warrantyWe fully understand you may be disappointed with our decision, therefore we would be more than happy to offer preferred pricing on your next purchase which 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 purchase

We apologize for any stress and inconveniences this situation may have caused** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ***Based on the sectional purchase, the item you are reporting would be the armless reclinerAfter discussion with Abilio Operations
Manager this piece will be replaced for you under extended warranty

Under the warranty agreement (attached) it is stipulated that any claims for damages but be reported within days of their occurrenceIt is imperative to report damages within a timely fashion as to stop or slow the continued deterioration so we may assess the cause of the issue as well as have a
trained technician in the home to fix itWarranty documents are given to the customer at the time of purchase and are a legal binding agreement on the terms and conditions of the coverage purchasedIf they agreement document was not in the possession of the customer, we also provide full details online and are more than happy to provide replacement documents at any timeUpon review of the photos this peeling has been ongoing for quite some time, far exceeding the days and would no longer be covered under the warranty agreementThe customer was offered a courtesy credit as we cannot repair or replace the damaged units

?
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 /* (12210, 5, 2016/03/09) */
Thank you for letting us know of your concerns
First let us apologize for the misunderstanding with our customer service representative at our local Brick store This individual was not aware of the product removal situation for our web
customers
At present we are currently working on improving the process through our website to ensure our web customers are receiving the free haul away of old appliances that is within our current policy guideline As yet our customers do not have the capability of adding appliance removal to the on line cart We do this for free behind the scenes to ensure the haul away process occurs at the time of delivery
We would be happy to return to your home for the removal of your old dryer A representative will contact you to make arrangements
Once again, thank you for your comments With feedback from our customers, we learn and grow as a company We hope this resolves your issue with no additional financial costs to you

Store manager reached out to the customer to discuss the issue.Salesperson had input the incorrect information when entering the purchase, which was then corrected informing customer.Preferred pricing was offered to the customer on their next purchase