The Brick Warehouse LP(Edmonton)

Complaint: ***
I am rejecting this response because: no voicemail was left with me requesting more informationI did receive an email from Melanie C*** requesting my phone number so she can let me know when $is refunded on ***.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/03/18) */
Credit has been applied, and customer picked up their product

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

Attemped again to reach customer via phone # provided - left a voicemail with a direct line to call us back as well as an email address as contact has yet to be made

Initial Business Response /* (12210, 5, 2016/03/09) */
Thank you for letting us know of your concerns
First let us apologize for the misunderstanding with our customer service representative at our local Brick storeThis individual was not aware of the product removal situation for our web
customers
At present we are currently working on improving the process through our website to ensure our web customers are receiving the free haul away of old appliances that is within our current policy guidelineAs yet our customers do not have the capability of adding appliance removal to the on line cartWe do this for free behind the scenes to ensure the haul away process occurs at the time of delivery
We would be happy to return to your home for the removal of your old dryerA representative will contact you to make arrangements
Once again, thank you for your commentsWith feedback from our customers, we learn and grow as a companyWe hope this resolves your issue with no additional financial costs to you

We appreciate you taking the time to reach out to us with your concerns.Vicky from the management team has reached out to the customer to address customers concerns, and explained the terms and conditions of the extended warrantyThe technician that visited the customers home to assess the
product is sent out to inspect and provide a detailed report to The Brick, and doesn't take any decisionsThe issue customers is reporting is deemed wear for a product that is years old as per the product standards

Complaint:
I am rejecting this response because:
The items thAt were damaged has been replacedI had to argue with the brick because I purchased pc bedroom sets and never received the tall boy dresser for oneI have had the tall boy delivered last week and it is also damaged on topI was told they have a replacement on orderAlso one of the drawers is broke on the bed that is also on order I am told and a knob on the girls bedroom night tableI also asked the driver that delivered to take the cardboard that some pieces were wrapped in and he refusedI was told by the brick they would take the cardboardThis driver is very rude not only to your customers but yelling in my house to the people who work for himI am not happy with the brick and will never buy from them againThey dont even inspect the furniture before deliveryThis has cost me days off work because they could not deliver after when I got off of work
Sincerely,
*** ***

Thank you for taking the time to share your concerns with usWe do require more information so we can access your file, such as phone number used at the time of purchase or the invoice numberIf you could as well provide pictures of the issue your experiencing with the living room set it would be
much appreciated

We are sorry to hear ** *** *** *** *** ** * *** *** *** your dishwasher not functioning** *** *** *** ** *** The manufacture is the one who owns that warranty in the first year, the unit would be under the manufacturers warranty, and we can
only approve replacement at their directionExchange has been processed, old unit disconnected and new dishwasher has been installedOur apologies for any inconvenience you may have experiencedWe 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 customer, we would be more than happy to offer preferred pricing on your next purchase which 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

Customer has been contacted by management, presently waiting for stock in order to replace the loveseatOnce product is received by the manufacture, store will reach out to the customer to confirm delivery exchange

Complaint: ***
I am rejecting this response because:** *** *** *** *** *** *** *** *** *** *** ** *** ***
*** *** *** ** ** ** *** *** *** *** *** *** *** *** *** ** *** ** *** * *** The Brick has not offered any compensation or response (or even an apology) for the giant hole they put in our wallHanadi is aware that this matter is outstanding, but continues to ignore my reminders. ** *** *** *** *** *** *** ** *** *** *** *** ** *** ** ** *** *** *** ** *** ** *** *** ** *** * ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** ** ** *** *** * ** *** *** * *** *** *** *** *** *** *** ** *** *** *** * *** ** * *** *** *** *** *** * *** * *** The compensation previously agreed upon no longer applies as The Brick did not fulfill their side of the settlementAs a refund was never received, the settlement agreement no longer stands.
Sincerely,
*** ***

Thank you for bringing this matter to our attention, and would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice it would be much appreciated

Store management has tried reaching out to the customer to discuss further therefore no responseRe-selection is being offered using extended warranty, and delivery fee's applyCustomer is to visit the store within the next days to process

File has been reviewed and parts order for the sofa repair is pending mid OctoberWe have send the complaint to the regional team to look into and address

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

*** *** ***Sales Order Invoice *** ** ** *** ***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

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,
*** *** 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

Credit in the amount of 382.88$ has been applied in their main file, thus customer is to visit the store with the same card used to make the purchase

*** *** *** *** ***
Hi *** again I am
very disappointed in my treatment by the Brick management and teamLast week I was called to say that my love seat would be delivered today ( Wednesday June )Last night I never got a call to confirm a delivery time and today when I called to talk to you about what was happening again your staff said you were off until FriThe girl on the service desk told me the love seat had just been delivered to the warehouse today but when I spoke to the coordinator last week she said it was already there last week and your end promised to deliver todayThis has been going on now for over eight months and last week you offered me compensation of $for my inconvenience over this eight month period ! *** * *** *** * *** ** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** ** *** *** ** *** *** ** *** *** *** ** *** *** *** * *** *** * ** *** *** ** *** *** ** * *** ** *** ***

Initial Business Response /* (1000, 12, 2016/05/09) */
Customer has been contacted by our warranty management team, they have been offered to either keep the product AS IS with 200$ In Store Credit that can be applied towards anything in store except service (delivery, extended warranty,
installation)valid for months OR they can re-select with the amount paid upon purchase, both options are using the extended warranty as they are no longer within the first year manufactureCustomer will call back with decision
Initial Consumer Rebuttal /* (3000, 14, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Brick offered us $towards another model of choice or $store credit and gave us a number *** to call back with the answer
We tried to call back on numerous occasions but could not get through as the phone message said "I am sorry, the number you are trying to reach is being checked for troublePlease try your call again later" We are undecided as we have questions that we are hoping to have answers to before we can make a decision:
The service agreement that we signed calls for "In-home" service within kmsWhy are we not offered service delivery?
The warranty says, "if the product requiring replacement is not available and was part of a matching set of Product and all pieces were purchased together and are covered under this Service Agreement, The Brick will replace the component Product only and will credit You for the depreciated value of the matching undamaged product (less 40% from 25th to 36th months of ownership)Why are we being offered only $instead of $plus 60% of $for the love seat that we also purchased as part of the deal?
Thank you
***
Final Business Response /* (4000, 16, 2016/05/12) */
Customer purchased these items AS IS, sofa 629.97$ & loveseat at 587.95$ with extended warranty
Product is no longer within first year, using extended warranty to offer options (keep as is with in store credit 200$) or re-selectDepreciation is applied on non defective product, depreciation 20% per year when matching set is purchased and re-selection is being offeredWe will have our warranty management team reach out to the customer to discuss their options
Final Consumer Response /* (4200, 21, 2016/05/17) */
They initially offered me a store credit of $or re-select the sofa at $As for the re-selection, when I asked them the depreciation value of the non-defective product, they said 70%I requested them to send me this offer in writing so that there is no confusionHowever, I went to the Brick store over the weekend and did not find any comparable sofa for the value they are offering me
As a result, I will accept the $store credit*** *** *** *** *** *** *** *** *** *** *** *** *** *** ***