MtnSea Properties

Initial Business Response /* (1000, 9, 2016/04/15) */
We truly apologize on The Bricks behalf for all inconveniences and frustration this may have causedOur warranty management team has reviewed the file, we have also received confirmation the parts have been shippedWe are presently waiting on
ETA (Estimate time arrival for parts)We will be touching base with the customer

Brick Card has been refunded, and for the remaining balance a cheque has been requested

*** ***
I am rejecting this response because: I mentioned to the service Technician about the noise when it was not that loud and he told me it was normalIT WAS UNDER WARRANTY BACK WHEN I CALLED FOR SERVICE on Jan of
Sincerely,
*** ***

*** Damaged caused by pets has never been part of the warranty Terms and Conditions since it's inception. If the customer feels misled we will be happy to return the warranty in full to their original form of payment, *** *** ***. We can do that as soon as
instructed. *** ***

Complaint: ***
I am rejecting this response because:I got a call from the Store manager telling that a technician will call and set up an
appointment, Technician did call and we had to set up the appointment for Thursday 12pm as he mentioned that he doesn't do house calls post 12pm,hence I had to be at home and wait for him , so I waited till 1pm and called him and had to leave a voice message, Then I waited for more hour and then called the store manger telling him that the technician did not show up for which he Apologized and said will find out the cause for No show and told me to expect a call so I waited and waited and he didn't call nor show up.I did feel the genuineness of the store manger when he called or when I called back but Apology and sincerity did not solve my problem and wasted my whole day and made me more upset and hurtLooks like they don't care or just killing time
Sincerely,
*** ***

Complaint:
I am rejecting this response because I took a day off from work to wait for the technician It is up to you to investigate this further on your end I paid for an extended warranty and as a customer I am appalled by the way employee at the brick handled this There wasn't even an apology when I called back for follow up You need to investigate why the previous employee did not log it in and *** *** wasting my day off
Sincerely,
*** ***

Complaint: ***
I am
rejecting this response because:1) I got a call from the operation manager of The Brick, SheltonHe promised me that I could get $refund because the flawed product and unsatisfied serviceAnd he also promised that he can exchange a new massage chair for me before July 7thI accepted the refund and allowed them to deliver a new chair before July 10th However, if the new massage can not be exchanged after July 10th , I will ask for more refund for compensationThe manager, Shelton, and I have reached the agreement with it .Since so far, 2) I only got a call but not get any penny back,3) I did not get an exchange for the flawed chair, As long as I get $dollars back and a new massage chair with good condition before July 10th, I will accept itI don't want to make another complaint for the delaying of the refund or the delaying exchange. Thank you for Revdex.com's helpIt is your help that makes me feel as a customer, I can be protected for my rights in a legal and reasonable method.
Sincerely,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12792806, and find that this resolution is satisfactory to me
Sincerely,
Sarah Wehbe

As per the Satisfaction Guarantee section on The Brick's Website, it is indicated that we do not accept returns for furniture once customer has taken possessionThis is online here: *** We have also included a screen shot of the noted sectionAll products
include specifications and measurements for the customer to ensure they are able to check fit and sizing prior to ordering.Additionally, the customer would receive an email at the time of purchase indicating "Important Information" about their purchase along with full links to all policiesWe apologize that we are unable to authorize a return for the customer

*** *** ***
I have reviewed the response made by the business in *** ** *** ** *** and find that this resolution is satisfactory to me
*** * *** * *** ** *** *** ** *** *** *** ** *** *** *** ***
***
*** ***

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 /* (1000, 5, 2016/01/28) */
All necessary documents have been sent to the manufacture requesting return authorization as the customer is within the first year manufacture*** declined replacementCustomer needs to contact *** directly at 1800-807-
We
apologize on The Bricks behalf for all inconveniences and frustration this may have caused
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you have passed all the information to *** please provide details as *** does not have any details of the fileAccording to them a visit from technician NEVER happened where as technician has visited us times!!! since end of November and tried fixing the unit and it is still brokenand *** denies having any such information
Final Business Response /* (4000, 13, 2016/02/04) */
Information was reviewed with ***, all necessary comments have been keyed in their systemCustomer just needs to provide their phone number at the time of their call which the customer service agent at *** will be able to pull up all informationTechnician from *** would like to visit their home to assess, which customer declinedThe first year warranty is offered by the manufacturePlease contact *** to have them send a technician to assess and take decision
Final Consumer Response /* (4200, 15, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am on phone with *** as I wroteTHEY HAVE NO INFORMATIONBrick has not provided any information to *** and this is getting out of hand completelyTHIS IS THE WORST SERVICE FROM BRICK EVERWhy are you not able to provide us with a file number/Case number/ what phone number did you use??

Initial Business Response /* (1000, 8, 2016/06/03) */
Unit was returned, customer has been contacted
Initial Consumer Rebuttal /* (3000, 10, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are very pleased with quick response to picking up the
fridge*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

The legs go loose over time from use and tightening the legs every once in a while which we consider a regular maintenanceWe will book a one time courtesy service call to tighten the legs

Thank you for providing the required pictures These items benefit from a repair warranty which covers any and all manufacturer defects for a period of one year following deliveryIn addition, you purchased extended warranties which protects your products against defects for an additional
four yearsWe 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 issuesShould any defect appear on the surface leather, the chances of a successful repair are much greater than if the issue reported is left unattendedWe are sure you can understand this provisionWe are happy to abide by the Terms and Conditions of our extended warranty but the issues described do not fall under a manufacturer’s defect in workmanship, construction or craftsmanshipNor do they appear to have been reported in a timely manner which is one of our provisions for some warrantable issuesYour claim was refused from the Overall condition of the SofaWe 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 provide preferred pricing on your next purchase, 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

Initial Business Response /* (1000, 13, 2016/05/05) */
We are truly sorry to hear about your recent experience with The BrickWe 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 appreciatedUnfortunately the phone number provided above didn't give me access

We apologize on The Bricks behalf for all inconviniences and frustration this may have causedWe are presently waiting for new stock to be received from the manufacture which is scheduled to arrive approximately mid MarchOnce product has been received by the manufacture the brick in Lasalle will
be in contact with the customer to confirm delivery exchange

(The consumer indicated he/she DID NOT accept the response from the
business.)
There is a problem now, and I would like it resolved now I can not believe these people are deflecting this off to warranty as they are already not dealing with it now So three month go by and I'll call it in (under warranty), but their tech has already made the determination that the cause is "ware and tare" on a sofa that was lass than a month old; What's going to happen when I call them up to repair it then???
I guess the quality of their furniture is well matched with their quality in customer care

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,
***-*** ***

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 The item is correct in appearance, however I want the swivel base with massage I don't need the power recline, and don't want the stationary base, I need the swivel base.(with massage)
Sincerely,
*** ***