Stanley, Eileen Real Estate

In response to complaint # [redacted] the chairs delivered were in fact damaged. Customer was offered to have the chair repaired or exchanged which was not acceptable to the consumer.. We then offered to  have the customer return the entire purchase, which included items that were not defective, and reselect new merchandise with a 10% discount. The discount was good on any item(s) in the store not just for items that were more expensive than the original purchase. In 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 refund. As 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 Mr. T[redacted]. Jim D[redacted]Operations Manager

ID# At The Old Brick Furniture Company we stand firmly behind
our products and stated warranties. It was unfortunate that the consumer
received a defective chair and in two attempts to correct the issue we were
unsuccessful meeting all expectations. However, The Old Brick exhausted...

all
options in an effort to satisfy the customer. On top of the $100 gift card that
was accepted by the customer, The Old Brick suggested four different solutions
to resolve any issues. An offer to exchange or repair the chair that was in the
home was refused by the customer as was an offer of store credit equal to the entire
set that was purchased, which included non-defective items. The store credit
option also included the greater of $100 or 10% off any new purchase of any item or items selected. The
accepted option was to  return all items purchased for a full refund which
again included non-defective merchandise.Jim D[redacted]Operations Manager

ID# [redacted]After learning the we received incorrect parts for the second time, the customer was contacted on 7/27/15 and agreed to have all four chairs exchanged.James D[redacted]Operations 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 received. That should resolve this and we hope we can work with them again in the future.

Consumer purchased items in June 2012 along with an 5 year protection plan that covers against accidental damages. The peeling and cracking that the customer referenced is considered normal wear and tear which is not covered under the protection plan. The items carry a one...

year fabric warranty which expired in June 2013. In good faith The Old Brick offered the customer a refund of $236 which was determined by a percentage of the original cost which has not been accepted by the customer.Jim D[redacted]Operations Manager

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 second order came and was still not what was ordered so the delivery was refused on the spot.  They finally agreed to refund our money, less the $382.93.  We got nothing for this. we feel very strongly that this was the salesman's mistake and we should not be out $382 for nothing.
Regards,
[redacted]

Response to complaint ID# [redacted]At The Old Brick Furniture Company, we offer a 90 day comfort warranty on the specific mattress that the consumer purchased. The customer called our Customer Care Center after the comfort warranty had expired however in good faith we have contacted the customer and...

offered to exchange the mattress.Jim DOperations Manager

The consumer is correct when stating that we have tried to repair the item twice but unfortunately the manufacturer sent the incorrect parts both times. We have verbally contacted the manufacturer and have learned that the parts will be arriving in 1-3 weeks. Once the parts arrive we will contact...

the customer to arrange a service call and rectify the issue. Jim D. Operations Manager

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]

Old Brick Furniture ran a promotion starting August 1st, 2006 ending on July 31st, 2010. 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 period. The consumer would...

then have up to one year to use the credit towards any store purchase. The customer purchased a sofa along with the five year protection plan for $79.95 in August of 2012 which is nearly two years after we discontinued the questioned promotion. However, in good faith The Old Brick Furniture will allow the customer to utilize the promotion that we discontinued in 2010. Since the purchase was made in August of 2012 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 2017. The customer will then have one year to use the credit. Jim D[redacted] Operations Manager

Our General Manager has reached out to the customer and the issue is in the process of being resolved. Although 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 results. Jim D. Operations Manager

ID# [redacted]As stated, the consumers mattress was inspected by an Old Brick Service Technician. After thorough examination, it was determined that the mattress was not defective according to specific manufacturer guidelines. However, in good faith the Old Brick will offer to exchange the...

mattress for the customer.Jim D[redacted]Operations Manager