The Brick Warehouse LP(Edmonton)

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

Voicemail message has been left for the customer requesting additional information in order to process the refund back in the amount of 300$ on their credit card

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

Initial Business Response /* (1000, 5, 2016/04/06) */
Customer has been contacted by the store management teamCustomer purchased from The Brick therefore the warranty is offered by *** manufactureIf the mattress is stained, the warranty becomes void as per manufactures guidelinesCustomer
has confirmed the mattress is stained, therefore is to send in pictures in order to send to the manufacture to review

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,
*** **

Complaint: ***
I am rejecting this response because:Warranty
on mattress set is offered by *** manufacture, therefore The Brick
offers the service & follow up with the customer (setting up
appointment for technician to assess the mattress set with detailed
report) - This was never done.once inspection report is received by the technician, all
necessary documents (inspection report, sales order invoice, pictures)
are sent to the manufacture for (RA) return authorization consideration- They got pictures you can't really get a good grasp of the issue with, and an InvoiceNo inspection was done and no one was sent outI requested someone be sent out multiple times and was told they would not do that.In customers situation, the damages caused aren't manufacture defects - please refer to attachment document- Yes, the damage was cause by The Brick during delivery, as I was told over the phone by *** (based on the pictures they were sent).*** has declined any replacement has these damages aren't covered by their warranty guidelines- Once again, damage is not covered by something The Brick is responsible for, Therefore The Brick should be doing something about itAs resolution, The Brick is offering to provide the
client a phenomenal deal on new box springs or their next purchase
Mike store manager would be more than happy to greet them in store- *** was never talked to, I phoned him to inquire about this phenomenal deal (on something other then a box spring as they have been replaced already as this is once again an on going issue since February)After he supposedly read his email ** *** * *** *** I asked him about it, I was told I would just be given contractor ratesStill curious and wanting to settle this issue/get some kind of resolutionI went down, priced out some items, was given a quote which I was told was lower then costI went online when I got home and it was slightly below sale cost for the Brick and other storesThe real kicker was being told that If I want to take the deal that I would need to go in on Sept 1st *** *** * *** * ** *** *** *** ** *** *** ** *** when they are having their 'big vip sale' ** *** *** ** *** *** ** *** ** *** *** *** * *** *** *** *** *** ***So in turn, nothing was done on The Bricks end to fix an issue that their people caused, and their offer/apology is essentially a sale rate(*** * *** ** *** ** * *** *** ** *** ** *** *** ** *** *** *** *** *** *** ** *** *** * * * *To
reiterate the problem once again (as I was told by ***) During delivery the
straps holding the box springs in place were over tightened, this caused
stress and fatigue to the metal in turn weakening it, mixed with stress
from sitting and laying on it caused the metal to give and warp. The Brick needs to take responsibility for the actions of their delivery team, and I would like to be compensated for the box springs in fullIn the way of a refund not some phenomenal deal that the person who is suppose to give to me doesn't even know about
Sincerely,
** ***

The customer has been contacted, November 29, - message left at home numberCustomer has called the Castlegar store back November 30, and the Brick policy explained again as below: Satisfaction Guarantees do not apply to furniture items, special orders, made-to-order, customer
assembly product (RTA), manufacturer replacement models, adjustable bases, floor model or productThese purchases are considered final sale

***We are sorry to hear of your disappointment with this situationCopy of purchase order is attachedExtended Warranty was purchased for the dinning set only, "W" beside item codes to relate what items are covered under the extended warranty program purchased by the customerStore manager
has be in contact with the customer in regards to their living room set (not under extended warranty) , and offered a replacement piece at a large discounted priceCustomer was to think about the offer and call back with decision

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***

Reference customer code *** Warranty on mattress set is offered by *** manufacture, therefore The Brick offers the service
& follow up with the customer (setting up appointment for technician to assess the mattress set with detailed report) once inspection report is received by the technician, all necessary documents (inspection report, sales order invoice, pictures) are sent to the manufacture for (RA) return authorization consideration.In customers situation, the damages caused aren't manufacture defects - please refer to attachment document.*** has declined any replacement has these damages aren't covered by their warranty guidelines.As resolution, The Brick is offering to provide the client a phenomenal deal on new box springs or their next purchase*** store manager would be more than happy to greet them in store

Complaint:
I am rejecting this response because:"The Brick is offering great pricing on new box springs, therefore unable to replace them under warranty." - A) why would I need even more box springs when I *** *** * *** *** *** had to buy new ones months ago so I could at minimum use the mattress I bought from The BrickB) I was never offered a great price, offering your current in store sale price is not great pricing
Sincerely,
** ***

Initial Business Response /* (1000, 6, 2016/04/21) */
Our store management team has reached out to the customer, explained how the warranty works and for how long we warranty our repairsWe apologize, we cannot offer any repairs or replacement as the product is no longer under warrantyWe have
offered the customer to visit the store, our management team would be more than happy to offer great pricing on their next purchase
Initial Consumer Rebuttal /* (3000, 8, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A member of The Brick's management team reached out to me within a week of receiving my complaintUnfortunately, the response from management was very insincere, repeatedly advising that there was nothing that they could doOf course something can be done about this quality issueThe couch has already been in for repair - within a year of purchasing itThis complaint falls within four months of the original repair being made*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ***
The only solution that Management offered was a potential discount on a future purchase from The Brick*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***

Complaint: ***
I am rejecting this response because:*** ** *** *** ** *** *** *** *** how can an extended warranty start the same day it was purchased? Extended warranty by definition means "to extend beyond manufactures warranty" so it should have ended in that being said I did request my store credit within the day periodPlus once again the sales person stated that years from purchase date I would have the in store credit....As for the "offer of special" pricing that's a joke because i'd need to spend thousands of dollars for a "best effort" to get to the $credit the currently owe me....** * *** *** *** *** ** *** *** ** ** *** *** *** * *** *** *** *** *** ***
Sincerely,
*** ***

We are sorry to hear of your disappointment with regards to a warranty claim for your living room setCan you please provide preferred contact number you may be reached ? We will ensure our management team reaches out to you to discuss further

Customer has been contacted by the store management team, credit in the amount of 75$ + tax has been provided to resolve

As per warranty agreement, it is indicated that The Brick and TGW at its option may offer a store credit for reselection to the customer not to exceed the original purchase priceCustomer has been given the full amount paid for the unit $This credit may be used to purchase a new dryer that
suits the customers needsA copy of the sale with the purchase price as well as a copy of the replacement section of the warranty agreement has been included for reference

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,
*** ***

Complaint: ***
I am rejecting this response because: As we started noticing the leather Cracking and peeling of finish, Failed stitching, Seam separation, frame broken and joints/springs sound, we reported to The brick right way and on time. PLEASE The Brick must CHECK their RECORD, your system/technician took 3-weeks to come and have a look. If you'd like to confirm the above statement, go ahead and re-send your Technician to verify that the said damages on the sofa set have been double since we reported and about to 40% more since your Technician visited (just after 2-3weeks) I am NOT understanding The Brick's claim as we have reported the damage right away and on time to The Brick
Sincerely,
Tahir ***

Reference Sales order Invoice ***Customer Code ***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

We have called the customer again to ensure she is completely satisfied with resolutionNo answer back .She did not come into the store for a sofa as she had said previously , but she had money refunded off of her Brick Cardand was content last time I spoke with her, and said thank-you for calling
her, but told me everything was resolved due to refund of money off Brick Card and she is happy