MtnSea Properties

Complaint: ***
I am rejecting this response because: ? As I have stated before in the initial email, I cannot take pictures of the damage because it is INTERNAL...I told the Brick this repeatedly and even asked if the wanted me to rip the bed open for the pictures...they just kept saying we need pictures? *** * *** *** *** *** *** ** *** *** *** ? I also stated this in the first email.I explain this was a major purchase for me and I needed to save money where I could, THAT is when I asked about the beds that were located at the front of the store.? No she did NOT explain to me that the beds would be insufficent for either of our weightsand as I stated before, IF she wouldve explained that we wouldve gotten different bed but she DID NOT? ** *** *** *** *** ** *** * *** ** ** *** *** *** weeks IS NOT a respectable time frame for any bed to break? ** * *** *** *** * *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ***? ** ** *** *** *** *** *** ** *** *** *** *** *** ** ** *** ?
Sincerely,
Laura Shawnoo

We have been very clear with this customer that we will not return the beds if they are broken which she claims they are.? We asked for picture? right from the being of this process which she has declined.? Having talked to the sales person we are more than comfortable with our
decision.? The customer was looking to purchase the lowest priced bed they could find and did not listen to the sales person recommendations to purchase a higher quality bed.? *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** ** *** ***? We believe this is a customer issue and not a Brick issue

We are sorry to hear of your disappointment with regards to a recent warranty claim for your table, and would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice it would be much appreciated

?
Revdex.com:
The Brick is asking for my phone number to access my account to themThe phone # used during the purchase is ***
Sincerely,
Narciso ***

Store management has reached out to the customer, an exchange has been ordered and delivery date will be confirmed with the customer as soon as the product has been received from the vendorA refund in the amount of 500$ has also been provided for these inconveniences

Store manager contacted the customer on March 16th to discuss further but they were out of townWe have requested for the store manager to contact the customer once again to discuss their options

Complaint: ***
I am rejecting this response because:We want to reiterate the telephone conversation was clear to my husband.? It will be repaired is what the manager indicatedwhy does he keep insisting now it is solely an assessment.? The? outcome we are seeking is we want the bed fixed, NOT ASSESSED.? We are not being unreasonable.We maintain that the warranty speaks for itself and The Brick needs to do the right thing and honour the warrantyWe also want to be compensated for this, The Brick should also be providing some sort of customer service incentive to keep their customers and to mend their dissatisfaction even with repairing this!? ?
Sincerely,
*** ***

Customer sent an email indicating that he spoke to the store over the weekend and the file could be resolved

We are sorry to hear of your disappointment with regards to a warranty claim for your living room setCan you please provide preferred contact number you may be reached ? We will ensure our management team reaches out to you to discuss further

Emailed customer to arrange a delivery date as requested

We apologize for the inconvenience that has been incurred by the customer in regards to the living room tableWe understand this can be a frustrating experience, but as per The Bricks' Satisfaction Policy, we do not offer returns or refunds once customer has taken possession of the productPlease
see the in formation provided here on the website: http://www.thebrick.com/satisfaction-guaranteeUnder extenuating circumstances we offer the customer the choice to have a reselection, order parts when necessary or even offer a settlement credit for compensation in the event where other options may not be available or satisfactory.? We feel the offers made by the store manager are fair and just considering the situation

We are sorry to hear ** *** *** *** *** ** * *** *** ***? your dishwasher not functioning** *** *** *** ** ***? The manufacture is the one who owns that warranty in the first year, the unit would be under the manufacturers warranty, and we can
only approve replacement at their directionExchange has been processed, old unit disconnected and new dishwasher has been installedOur apologies for any inconvenience you may have experiencedWe 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 customer, 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

Voicemail message was left for the Customer to follow up on their complaint, Several parts have been received, we are presently waiting on two parts in order to have our technician sent out to complete the repairsWe are expecting to receive the remaining parts by the first week of FebruaryOnce
parts have been received we will be in contact with the Customer to have our technician outOur warranty is a repair warrantyMy contact information was provided on customers voicemail, I would be more than happy to follow up on their file***