MtnSea Properties

Initial Business Response /* (1000, 13, 2016/05/24) */
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 appreciatedPhone number provided doesn't
give me access to the file
Initial Consumer Rebuttal /* (3000, 15, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number on file should be ***
The couch and love seat are on different invoices with a note stating the love seat is covered under the couch warrantyThe invoice numbers are
couch: ***
love seat: ***
Thank you for the response and for looking into this
Final Business Response /* (4000, 21, 2016/06/02) */
total amount with taxes is 867.81$ to apply towards another living room setWe provide the customer days to visit the store to re-selectWe offer the amount paid by the customer to apply towards another setCustomer is to visit the store, store manager would be more than happy to assist
Final Consumer Response /* (4200, 23, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a little betterWe were not offered $we were offered $That is still less than what we paid for the previous furniture howeverWe tried to discuss the issue with the manager who did not try to find a resolution we were happy withMy main concern still isn't being addressed thoughI can't re-select within daysNo items available cost less than the credit availableI do not have the extra money to pay the difference right nowWe were never advised of the day limit before acting on the warranty or we would have waitedThe fact that were told that the old furniture would be taken back and we would be charged for its removal still hasn't been addressed

Customer visited the store on Wednesday, spoke with store manager SueThey will be visiting the Fort Mac Brick location to receive their refund, mattress was returned and customer has already moved back to Fort MacStore manager contacted the customer again to follow up, they didn't have the
chance to visit the store in Fort Mac for their refund therefore will be going as soon as possibleIf customer has any further issues, Sue will be more than happy to assist

Customer purchased a living room set (AS IS Floor model) on Sales Order Invoice *** in May 2012, with an extended warranty ALLWAR-The extended warranty specifically states the following; PurchasesAll furniture purchases carry the same warranty as new merchandise with the
exception of existing defects and/or damage on the item (such as scratches, dents, or missing pieces), which will be noted on your invoice at the time of purchaseExtended warranties can also be purchased for items, but will exclude coverage of existing defectsThe Brick will only cover up to the purchase price of the item, not its original value.? Customer has been contacted by our management team, they have been provided with two options1) If they wish to keep the product AS IS, 400$ In Store Credit no more warrantyThis credit may be applied towards any items in store, the credit may not be applied towards any service (installation, extended warranty or delivery).2) They may use the full amount paid for the living room furniture, extended warranty being usedStore manager offered to provide great pricing for customer satisfaction? *** *** *** *** *** *** *** *** *** ** * *** *** *** ** *** ***?

Hello, All information pertaining to the below complaint has been reviewed including the original bill of sale (*** *** *** ***) and account details/commentsThe client purchased, online, on May 17th for a coffee table (MARI-CT) for a price of $349.98, a sofa (PEYTNGSF) for the
price of $and two chairside tables (MARI-CS) for the price of $244.98/eachWhile committing an online purchase, on the main screen of your selected items, prior to starting the checkout process the shipping options do advise “You'll be able to request a preferred delivery or pidate while checking out.” ? On step number two of the shopping cart process, the client delivery information is entered where a list of dates is shown on a calendar and the step advises “Choose Your Requested Delivery Date”These dates are requests only and does not promise nor confirm the date to be guaranteedUpon completing the online sale the first email of confirmation is sent to the clientThis email includes “next steps for delivery”, which states “For details about your requested delivery date, watch your inbox for a “Payment is Verified Email” In this same email there is an order summary and an important information section which has three main points we want our clients to be aware ofNumber two of these three points states “Delivery dates for some items may fluctuate depending on product availabilityIf there is a change to your delivery date, we will contact you.” Unfortunately the purchase order did become delayed and the customer service representative contacted the client, as stated in the email confirmation, to advise the client of the change of dateThe client in this complaint agrees to the contact having been made of this changeWe feel there is proper information on the website, confirmation email and the verbal contact from the store location for the client to be aware of this informationNo delivery date is promised when purchasingAt this time, we will not be offering any free services or any free products as we feel the information pertaining to this information was provided not only publicly online, but also directly to the client’s emailWe are deeply sorry for the delay and any inconvenience this may have caused and hope that the client does accept our apologyAttached is a copy of the example confirmation emailThank you,

The customer has been contacted, November 29, - message left at home numberCustomer has called the Castlegar store back November 30, ? and the Brick policy explained again as below: Satisfaction Guarantees do not apply to furniture items, special orders, made-to-order, customer
assembly product (RTA), manufacturer replacement models, adjustable bases, floor model or productThese purchases are considered final sale

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I do not remember the phone numberwe lived at *** *** ** ***? The Kingston Brick has the information and was able to look it up? apparently the information is not kept anywhere else? It should be under *** *** or *** *** or *** *** or both of our namesit was applicances and we used the warranty only for the Fridge.we will find the paperwork but can't you just look it up?

*** ***? Based on my response to the customer on May 8th, we had requested additional information (extended warranty invoice) as we were unable to locate.Our commercial sales department has created a new service event for the sectional, and part order request has been submitted for repairs

Travis store manager has contacted the customer and reiterated the decision but did offer great pricing on new chairs

Complaint: ***
I am rejecting this response because: the store was to call back to confirm pick up at locations, they have only confirmed the pick up of one location.? and they were to
call today to confirm time of pick up and have not heard from them as of yet
Sincerely,
*** ***

? Thank you for sharing your experience with us as we appreciate your business and wish you did not encounter this experience with usCan you please provide a PDF copy of the invoice with the extended warranty ? We will gladly look into your situation further once received, as we were unable to
locate the extended warranty charge

Customer has been contacted by our management team,? Extended Warranty expired September 9th and customer had days to redeem? credit? towards an accessory / furniture /
mattressThe store is offering to assist the customer? by providing them discounts on their next purchases to try and equal the amount of the said credit they were to receive

Francis store manager has reached out to the customer to address their concerns.Bed frame is being exchanged, and delivery is set confirmed for April 30th

Technician was sent out to
assess the mattress set.The Brick offers the service and follow up with the customer as they are The Bricks customer, therefore the warranty is offered by the manufacture directlyInspection was done on March 29th 2016, measurements of body impression found was 1''.Body Impression of 1'' is consider as per manufactures guidelinesIf the body impression gets worst within a few months we would be more than happy to have another technician sent out to assess in order to send all necessary documentation (inspection report, sales order invoice and pictures from inspection) to the manufacture for RA (return authorization) considerationThe body impression needs to be 1,5'' + as per warranty guidelines

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 agreementCustomer was offered repair on the damaged recline mechanisms

Initial Business Response /* (1000, 5, 2016/02/26) */
Customer has already been contacted by our warranty supervisor, we have filled our warranty obligation by replacing the defective railsIf customer wishes to have service for installation there is additional cost as the warranty program doesn't
cover
Initial Consumer Rebuttal /* (3000, 8, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still not satisfiedI do not believe that I should have to pay for a warranty issueMy bed is now broken as it collapsed during the night***
Final Business Response /* (4000, 10, 2016/03/07) */
Our warranty supervisor has tried calling the customer to discuss furtherA voicemail message was leftWaiting for a call back to assist
Final Consumer Response /* (4200, 13, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Spoke to supervisor, wasnt resolved!

We 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.?

Initial Business Response /* (1000, 5, 2016/02/24) */
Customer has been contacted by the store manager, refund was offeredCustomer will be visiting the store shortly
Initial Consumer Rebuttal /* (2000, 12, 2016/05/04) */
This complaint was resolved!
The manager phoned me directly and was
extremely pleasant and willing to resolve this matter
I was refunded in full and without much hesitation
*** *** *** *** *** *** *** *** *** *** *** ***

Multiple attempts to reach the customer via phone, and email with no success.The store would be more than happy to discuss customers concerns, and find resolution to resolve therefore no return call or reply by email on behalf of the customer

We are sorry to hear your product was received damaged twice, and can certainly understand your disappointmentWe have reviewed your file and have some options for you.? 1)? Pickup ***? document *** ***? on next available delivery date (prior to the camp ground
closing)? as the product needs to be returned and cannot be left for several months -? The Brick? would then? deliver the product from document *** ***? once the camp ground is reopened (May 2018).OR2) Customer paid 387.50$? + tax for this item ***? do to promotional offer, We can offer to keep the one you presently have AS IS with a refund in the amount paid (387.50$ + tax) which item would no longer be covered under warranty do to settlementComments have been keyed in your main account with the options provided

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Complaint: ***
I am rejecting this response because:On Wednesday we were told that the order had been cancelled and we would be able to get our refund in Fort McMurray on ThursdayOn Thursday we were not able to get our refund and on Friday we were called by The Brick to inform us the delivery truck was at our old residence in EdmontonThe order was obviously not cancelled and they were still attempting to send the furniture we did not want.Around I called the store and after waiting for a while on the phone was able to get to a customer service representativeThis employee said Sue was unavailable and took a message and told me she would get it to Sue.? Around 5:I called again and asked if Sue was inShe wasWhen I asked about the message, she said she never received it.I then told her what occurred and for some reason she was able to get the order closed and my money refunded in only minutesThat was great, but I still don't understand why that wouldn't have happened when we asked already on Wednesday* *** *** *** *** *** *** *** ** ** * *** *** *** *** When asked how I would be compensated for all the of the issues that occurred I was told by Sue that she would contact The Brick manager in Fort McMurray and give us "a deal"Not only do I not want to give The Brick another centI want to be compensated for the hours of wasted time and the rental fee for having to get a U haul in order to get a mattress because of the extremely short notice they gave us when saying they could deliver our original mattressAlso I think I should receive a refund on the commission fee from Lucky, our original salesperson, *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** *** These are just a few ideas on what The Brick can do to make us even.? ? ? ? ? ? ? ? ? ? ?
Sincerely,
*** *** ***