MtnSea Properties

Initial Business Response / [redacted] (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 / [redacted] (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 [redacted] 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: [redacted] love seat: [redacted] Thank you for the response and for looking into this Final Business Response / [redacted] (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 / [redacted] (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

? Complaint: [redacted] I am rejecting this response because: we have requested couple of times but all the time we got the response that they don't have any looner policy and only one time we get hold a gentleman from Calgary who told us that yes we have a policy to provide temperory replacement if its taking more then one week but that was just two days before finally they replace the other partBecause first time technician came in and order one part after days when he came to replace the part at that time he told us that another part is also not working and it will take another days we were calling them on a daily basis and asking for the status of part and provide a replacement fridge but every time they told they don't have any policy [redacted] ***Beside they never told us about one time replacement of food cost which they are offering now Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ? 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

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, ? [redacted] ***

[redacted] Sales Order Invoice [redacted] Should you need to make a claim, you must do so at the time the incident occursOtherwise coverage may not applyAll 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 valueWe are sorry to hear your living room set is experiencing issues, we would be more than happy to review your concernsIf you could please provide pictures of the issue your reporting it would be much appreciated

Initial Business Response / [redacted] (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 / [redacted] (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 [redacted]

? 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, [redacted] ? [redacted] ***

Complaint: [redacted] 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 ***

As per warranty agreement, it is indicated that The Brick and TGW at its option may offer a store credit for reselection to the customer not to exceed the original purchase priceCustomer has been given the full amount paid for the unit $This credit may be used to purchase a new dryer that suits the customers needsA copy of the sale with the purchase price as well as a copy of the replacement section of the warranty agreement? has been included for reference

? 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

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

Thank you for letting us know of your concerns, and we are sorry to hear of your disappointmentWe apologize on behalf of The Brick for any inconveniences this experience may have causedCustomer has been contacted to advise the washer hoses are available at the store to pickup, and the washer was exchanged on July 19th

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

Reference Sales order Invoice [redacted] Customer Code [redacted] 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

Store manager has tried reaching out to the customer to find resolution, therefore without successWould there be a preferred contact number you may be reached ? You may also reach Ira at [redacted] ? at your earliest convenient.The sofa was purchased AS IS liquidation itemThe customer had a delivery company [redacted] pickup their order from the store as The Brick didn't offer delivery service in their areaThe power recliner was working fine when [redacted] picked up the sofa,? ? and seems they? damaged the sofa quite a lot in their delivery processAny damages that happened to the product the client has to deal with the delivery company.Credit in the amount of 100$ was written up for these inconveniences.Ira would attempt to order the adapter and power cord for the recliner, therefore request a return call to proceed

[redacted] ? 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

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

[redacted] Pictures will be definitely neededThese pictures have already been taken by their representative that had come to assess the furniture.? In addition, please find attached the photos,? The cushions sag badly,The portion at the center sags more than others, that I have to place a wooden plankThe L shape is not properly aligned, one side does nor stick to the wall, If I attempt to stick to the wall, the other side caves in.The cushions come off a million times.? The sales reps are not transparent enough about quality and performance.Besides when you approach for warranty, the customer service reps get defensive to the point of rude,I do not want any repair work, but they can take back the sofa for a full refund,? [redacted]

Hello, All information pertaining to the below complaint has been reviewed including the original bill of sale ( [redacted] ) 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,

We apologize for any stress and inconveniences this situation may have caused [redacted] 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