The Brick Warehouse LP(Edmonton)

Great sales person I give him 5 stars . Feel awful as they tried twice to scapegoat him . It’s been 6 weeks still waiting for my fully paid for beds . First I was told July 11 then end of July now after complaining to the BBB they say August 9 th or a store credit ? My items were in the warehouse when I bought them and the call centre person admitted they gave it to someone else because I didn’t need mine right away ! They first tried to blame the salesperson when that failed for me they blamed covid then the manufacturer . No accountability and I’m so disappointed that they used a pandemic to cover up the fact they sold my stuff to someone else . I paid 6000 dollars and I bet if I financed my daughter and I would not be sleeping on the floor still today . I use to really like the BRICK now myself , family and friends are so upset by the lack of ethics this will be my very last purchase at the brick or it’s sister companies . Corporations are never help accountable for their unfair consumer practices . I will take this as a lesson learned and by from family run business only . Really this is quite shameful of a huge company during a pandemic .

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

Initial Business Response / [redacted] (1000, 9, 2016/02/05) */ Thank you for taking the time for sending in your complaintWe are very sorry to hear about this experienceWe would be more than happy to look into your situation further but require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciatedWe will gladly direct your concerns to the appropriate contact to review Initial Consumer Rebuttal / [redacted] (3000, 16, 2016/03/16) */ Been in contact with the brick over this issue for four monthsThey finally sent a repair guy out to look at this issue on February 22, Repair guy said it is there mess up and the floor should be replacedWas also told we would be contacted within days and on March , we had to go into the store and talk to someone because they shut down the customer care phone lineWe were told they will not replace the floor because we took longer then weeks to report the issue Final Business Response / [redacted] (4000, 18, 2016/03/17) */ We are sorry to hear about your experienceWe would be more than happy to look into your situation further therefore require more informationIf you could please provide your sales order invoice or phone number on file it would be much appreciated Final Consumer Response / [redacted] (4200, 20, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because nothing is being done, if we come to a resolution when they call us I will change my response

Complaint: [redacted] I am rejecting this response because: [redacted] [redacted] The Brick and all of their managers are not taking responsibility for the damage in which their furniture has caused to my property, as well as trying to take back the email sent last month from their current employee stating that new legs would be sent to our addressSo to break this down a little simpler for you, there are issues that are being avoided.The first issue:I understand that your delivery crew will take responsibility for damages they cause, however in over plus emails, Im not sure why the manager (s) is still not understanding that it is not the delivery guys that are the issueIt is the actual product in which their company is selling and trying to avoid the resposibility of the damage in which their product has caused The previous couches damaged my wall, [redacted] The actual wood broke through the material of the couch, went through my paint and drywall scraping the whole area and now having a full hole in my living roomHow can a company not take responsibility for the damage that their product has made?? Not from a old piece of furniture, but from an already once replaced couch that is under a year old?? This not wear and tear! This furniture was poorly manufactured and if the brick doesn't back it, why should they be selling it???, [redacted] The second issue:You send an email to me assuring me that the "holes" in the legs of our recently replaced couch are "supposed to be there"If this statement was true, where were the holes in the exact same couch that we previously had before you replaced them??? Are you admitting that the previous couch was intact defected?? When this was brought to your attention, you give us the excuse that these "holes that are meant to be there" so your couch legs dont spin?? --Why would couch legs be spinning? Is this yet another defect?? Even if it is, why would this have not been explained to us at all ?? Where are these "supposed screws" that we should have been provided with - If that was the case? -- Are they not provided to a consumer at purchase?? Either way, your own employee sent an email letting us know that new legs had been ordered to this address a month ago, which have still not arrived but it was another email with an excuse to not give them to us[redacted] [redacted] Sincerely, [redacted]

Under the warranty agreement (attached) it is stipulated that any claims for damages but be reported within days of their occurrenceIt is imperative to report damages within a timely fashion as to stop or slow the continued deterioration so we may assess the cause of the issue as well as have a trained technician in the home to fix itWarranty documents are given to the customer at the time of purchase and are a legal binding agreement on the terms and conditions of the coverage purchasedIf they agreement document was not in the possession of the customer, we also provide full details online and are more than happy to provide replacement documents at any timeUpon review of the photos this peeling has been ongoing for quite some time, far exceeding the days and would no longer be covered under the warranty agreementCustomer was offered repair on the damaged recline mechanisms

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 [redacted]

Initial Business Response / [redacted] (1000, 6, 2016/04/12) */ Customer has been contacted by our warranty management team, customer has been explained the damages that were caused to their property isn't covered and we are repairing the unitWe truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused

[redacted] 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 matter 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 provisionYour claim was refused from the Overall condition of the productThe Brick would offer their warranty back as we cannot service it do to the above reasons

We thank you for taking the time for sending in your complaint, we are truly sorry to hear about your recent experience.Loveseat is available in stock, therefore we are currently waiting to receive the sofa from the manufacture in order to deliver both piecesAs soon as the sofa is received we will confirm delivery with the customerProduct scheduled to arrive between second and third week of July, which these are estimated arrival dates

Complaint: [redacted] 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, [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 I am very much thanks full to Revdex.com to resolve this issue Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/06/09) */ The Brick offers the service and follow up with the customer as they purchased at The Brick, therefore the warranty is offered by the manufacture directlyTechnician was sent out to assess, report/pictures/sales order invoice has been sent to [redacted] requesting replacement therefore [redacted] is requesting to have their own technician assess customers set in order to take a decision Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to use the extended warranty that I paid additional forI was verbally told several times that by paying for this, the brick itself would either replace or change my product if there was any issues or I was not satisfied with the productI do not want the same product because it is problematicI want a different mattress

[redacted] I'm looking for a replacementThank you Best Regards, [redacted] ***

Customer has been contacted by store manager, items are being returned for a refund.Delivery pickup scheduled for the 22nd of OctoberOnce products have been returned, refund will be processed the following day

We understand you are reporting several issues with your dinning set purchased in September 2012.We have also received the pictures provided by the technicians visitWe are sorry to convey that the concerns you are experiencing are not considered warrantable We 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 craftmanship Nor do they appear to have been reported in a timely manner which is one of our provisions for some warrantable issues 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 / [redacted] (1000, 12, 2016/06/02) */ Inspection report, pictures and sales order invoice has been sent to [redacted] manufacture to reviewThe body impression doesn't meet the manufacture guidelines as it's not sagging more than 1.5''The frame is inadequate, therefore [redacted] has approved re-selection as good will thus customer will need to correct their frame for warranty purposes on re-selection mattress

We are sorry to hear of your disappointment in regards to product availability, and apologize for any inconveniences this situation may have causedA product is back ordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stockYou can still purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes availableBack orders are often unpredictable, and this is why availability dates are estimates which may change based on different circumstancesIn cases of manufacturer delays, for example, The Brick doesn't control when a product is availableWe will do our best to keep you informed of expected shipment dates and estimated dates of arrivalYour concerns have been directed to the store management team, and will be contacting the customer to follow up

Customer has been contacted by the store management team, exchange has been setup therefore product isn't in stockCustomer is advised as soon as the product is available the replacement would take place

Store management team has reached out to the customer in reference to their Revdex.com complaint sent in, presently waiting for some items to be received by the manufacturePartial delivery is confirmed for July 26th

We are sorry to hear your washer isn't functioning, we understand this could be frustratingOur policy indicates any defects or damages must be reported within three days of delivery / pickup of the productThe unit would be under manufacturers warranty and we can only approve replacement at their directionAn email has been sent on customers behalf requesting a return authorization, and as soon as we receive a response customer will be contacted again from our management team to follow up