Stanley, Eileen Real Estate

In response to complaint # [redacted] the chairs delivered were in fact damagedCustomer was offered to have the chair repaired or exchanged which was not acceptable to the consumerWe then offered to have the customer return the entire purchase, which included items that were not defective, and reselect new merchandise with a 10% discountThe discount was good on any item(s) in the store not just for items that were more expensive than the original purchaseIn person the customer expressed to me that he was not satisfied with the offer so we agreed to take back all the merchandise for a full refundAs the Operations Manager, I have been entrusted to handle the day to day issues, however if the customer would like to correspond with the owner he can be reached at ***@ [redacted] .com attention MrT***Jim D [redacted] Operations Manager

Consumer purchased items in June along with an year protection plan that covers against accidental damagesThe peeling and cracking that the customer referenced is considered wear and tear which is not covered under the protection planThe items carry a one year fabric warranty which expired in June In good faith The Old Brick offered the customer a refund of $which was determined by a percentage of the original cost which has not been accepted by the customer.Jim D [redacted] Operations Manager

ID# [redacted] After learning the we received incorrect parts for the second time, the customer was contacted on 7/27/and agreed to have all four chairs exchanged.James D [redacted] Operations Manager

Old Brick Furniture ran a promotion starting August 1st, ending on July 31st, The promotion entitled customers that purchased a five year protection plan to receive a store credit for the cost of the plan if they did not submit any claims within the five year periodThe consumer would then have up to one year to use the credit towards any store purchaseThe customer purchased a sofa along with the five year protection plan for $in August of which is nearly two years after we discontinued the questioned promotionHowever, in good faith The Old Brick Furniture will allow the customer to utilize the promotion that we discontinued in Since the purchase was made in August of we can allow the customer to use the cost of the purchased plan towards store credit after the five year period expires in August of The customer will then have one year to use the creditJim D [redacted] Operations Manager

ID# [redacted] As stated, the consumers mattress was inspected by an Old Brick Service TechnicianAfter thorough examination, it was determined that the mattress was not defective according to specific manufacturer guidelinesHowever, in good faith the Old Brick will offer to exchange the mattress for the customer.Jim D [redacted] Operations Manager

Our General Manager has reached out to the customer and the issue is in the process of being resolvedAlthough I am convinced that we will meet the customer's expectations, I would urge them to reach out to our General Manager or Customer Care Center if they our not completely satisfied with the resultsJim DOperations Manager

We do require a non-refundable deposit of 30% on all custom orders This deposit is the customer's commitment to purchase under the terms of our sales order In this case, we would be unable to know what would fit as the customer picked up the original sofa that did not fit The salesman that helped with the reselection did his best to find a sofa that might fit better and one was ordered The non-refundable deposit helps us offset some of the cost so that we can clearance any items that may not fit After reviewing this order, we decided to waive the restocking charges We have credited the customer in full for the sofa that did not fit and did pick up the loveseat that was able to be delivered previously We have credited the customer's finance account and are mailing a new sales receipt that will reflect this The customer will not be charged for the sofa and loveseat and will only be charged for the table and chairs they receivedThat should resolve this and we hope we can work with them again in the future

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business made an offer that had previously been rejected by us they did nothing further after receiving the complaint. Nothing has changed since this offer we are still stuck with a defective product. The offer of a settlement was $236 which they claim represented a percentage of the purchase price we are unable to use this money to either repair or replace this item as it is no longer available from the manufacture we have a matching love seat which is still in good condition. We would have liked for the business to help us find a replacement for the sofa. We had been underlined had been a customer of theirs for over 15 years. But we expected that they would have tried to offer a better settlement to maintain the customer relationship. Old brick furniture obviously is not interested in that. The type of settlement that we wish to receive from old brick furniture was a combination of a monetary refund credit and discount towards the purchase of a replacement of the of the sofa.this would have satisfied I believe both parties as we would have maintained a relationship with the business and the business would've had a new purchase albeit a discounted one. Now old brick furniture has lost a long time customer and we will no longer be able to recommend this business.Regards, [redacted]

Customer special ordered two recliners that we do not stockAfter the recliners were delivered, the customer felt that the chairs were incorrect although the chairs were exactly as ordered, matching the customer's signed paperworkWe agreed to let the customer reselect with store credit minus the
30% non-refundable deposit that is required on all special order items which totaled $After further discussions, in good faith we returned 45% of the 30% non-refundable deposit to the customers store creditThe customer then ordered two new recliners and when delivered the customer again said they were incorrect although they were exactly what was ordered, matching the consumers signed sales slip.On the original order the customer was charged our standard delivery fee of $and we did not charge an additional fee when delivering the second order.Jim D***Operations Manager

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.
Regards,
*** ***

In response to claim # ***The consumer purchased a protection plan to cover accidental damages on the items purchased for a total of five yearsAt the end of five year period The Old Brick offered all customers a store credit in the amount of the protection plan if it was unused, not a refund
However in good faith the Old Brick has refunded the customer the full amount of the protection plan.Jim DOperations Manager

The mattress in question is stained which voids all manufacture and store warrantiesThe consumer did however purchase a mattress pad which is to protect the mattress from stainsIf the pad fails, *** (the manufacture of the pad) will assist the customer with a cleaning or replacement of the
itemThe customer must make the call to *** in order to gain assistance in this matterAll of this information has already been shared with the customer
Jim D
Operations Manager

The consumer called our Customer Care Center in November 2014, stating that there was an issue with a recliner that was purchased in January A service appointment was scheduled for December however the customer was not availableWe tried contacting the customer on 12/2/and 12/23/
without successFinally on 12/31/we mailed a postcard to the customer's address asking them to contact us so we could correct any issues that they were experiencingTo this date we still have not been contactedAt The Old Brick it is our goal to provide superior customer service to all of our customers and we would like the opportunity to help with this situationI would ask that the customer contact our Customer Care Center at ###-###-#### at their earliest convenience so we may try to assist with any concerns they may have Jim DOperations Manager

The customer was confused about the coverage and stipulations regarding the protection plan they purchasedDue to this confusion we are sending our technician to service the issue as a time courtesyThe customer is aware of this and is scheduled for this service Tuesday December 7th

The consumer reported her Protection Plan claim denial to a member of our Customer Care Department in-store on September 21st, During this in depth conversation, the consumer divulged that her Protection Plan had denied the multiple stains and wear damages on her sofa, and admittedly, did not
understand the reasoning behind the denialIt was during this time that the Protection Plan details and description were reviewed in great lengthWith this plan description in mind, the Customer Care Representative offered to reach out to the Protection Plan on the customer’s behalf and see if we were able to get the ruling overturnedIt was also at this time that our Customer Care Representative reached out to the General Manager of our Albany store location to contact the consumer for additional confirmation of our attempts at assisting the customerPer our general manager, who spoke to the customer on September 22, 2017, the customer was still only concerned about the urination stain she was originally reporting and did not want any action taken for the other damages classified as ‘wear and tear’ by the Protection Plan After speaking with the Protection Plan representatives with all of the aforementioned information, the Protection Plan reconfirmed that the denial would stand due to the specific plan regulationsPer the Protection Plan verbiage “E) ACCUMULATED STAINS OR DAMAGE RESULTING FROM LACK OF REGULAR CARE AND MAINTENANCE, WILLFUL ABUSE, MISUSE, MISHANDLING, UNAUTHORIZED MODIFICATIONS OR ALTERATIONS TO A COVERED PRODUCT OR FAILURE TO FOLLOW THE MANUFACTURER’S INSTRUCTIONS;” It was at this time that we requested the Protection Plan contact the customer directly to review this denial and the coverages associated with the ruling. Due to the lack of communication provided by the Protection Plan to the consumer, in good faith, we have decided to issue her request for a $refundDespite our attempts to assist the customer with the results of her claim submission, her experience with the Protection Plan has been less than satisfactoryBy issuing this refund of the protection plan, the customer agrees and understands that there is no longer any coverage for any accidental damages done to any item previously covered by the Protection Plan

this the warranty as written on the reciept if you need any further info on the warranty please let me know

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.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The 2nd chair that arrived had holes in itI do not see how that should meet anybody's expectationsAll chairs had issues, framing, springs, and materialsIf the product is of quality and "new" it should not have to be repaired when it is deliveredAlso Jim and the Sales Manager both stated that it wasn't the best set of furniture after the sales person raved about how great it wasI was offered a 10% discount, on sets that were over 1000$ more than what I had paidI see this as bait and switch any way you look at itMy only request was to speak with the president of the company MrS***, I find it very suspicious that this has not happened after my request
Regards,
*** ***

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

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