The Brick Warehouse LP(Edmonton)

We are sorry to hear your experiencing issues with your chairs purchased in June with an extended warranty coverageAt the time of purchase, extended warranty documentations have been provided with the terms and conditionsThe service agreement does not cover willful abuse, neglect or misuse
of the product including failure to file a claim within days of any accidental damage to the product. As the issues weren't reported within days, The Brick is unable to assist with repairs or exchange

[redacted]These items benefit from a repair warranty which covers any and all manufacturer defects for a period of one year following delivery. In addition, you purchased extended warranties which protects your products against defects for an additional four years. We 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 issues. Should any defect appear on the surface leather, 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. Your claim was refused from the Overall condition of the product. The Brick would offer their warranty back as we cannot service it do to the above reasons.

correct part was received, voicemail message was left by the technician to confirm appointment. We are sorry to hear of your disappointment with this situation.

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 manufacture. Partial delivery is confirmed for July 26th 2016.

Initial Business Response /* (1000, 5, 2016/06/16) */
Store management team has left 3 messages to follow up on their Revdex.com complaint.
The model on his Revdex.com complaint is [redacted] but the model on his invoice is [redacted] we have for $339 available June 21 if he wants that model. It's no...

longer on the Best Buy website.
Or he can take the one on his invoice, [redacted] for $399 (retail $449) off our floor.
Waiting for a call back from the customer to discuss further.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They received stock much quicker than the sales agent had originally told me (about 2 to 3 weeks earlier).
And since they credited me for the returned microwave that they did not deem repairable, I followed up their offer and purchased a brand new unit.

Washer is being replaced under extended warranty with model [redacted] at no extra cost. Customer has the option of purchasing new extended warranty on new unit at their discretion, customer has been contacted and advised.

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

Client has been contacted in regards to options for warranty claim. THey chose to go with replacement. Paperwork has been processed and waiting for inventory to arrive at DC for delivery

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

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 pieces. As soon as the sofa is received we will...

confirm delivery with the customer. Product scheduled to arrive between second and third week of July, which these are estimated arrival dates.

Initial Business Response /* (1000, 5, 2016/03/10) */
Customer underpaid by 1 month PPP.
Customer has been contacted by our Credit management team, cancellation form for insurance has been sent to the customer, would be able to reverse the premiums that have accrued and the interest

Customer has been contacted, and exchange is in process. Delivery is set and confirmed for March 15th 2017

Initial Business Response /* (1000, 6, 2015/11/25) */
We would be more than happy to look into your situation further but require more information. If you could please provide either your sales order invoice or phone number on file it would be much appreciated. The phone number provided above is...

missing a digit
Initial Consumer Rebuttal /* (2000, 8, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My contact number is XXX XXX XXXX. I want to work this out too as I am a regular customer for the business.
Final Business Response /* (4000, 16, 2015/12/05) */
Client came into store and we pulled up a copy of her original application, which has a separate signature for the payment protection plan. The client had signed for this to be added to the card. We explained to her that we could send in the cancellation and that no charges would be added in the future however charges that were already on the card would still need to be paid, as she had the insurance for that time period.
Final Consumer Response /* (4200, 18, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that the girl explained me the story but this is wrong. I told the sales person at the time of purchase itself that I don't need any insurance and he took the signed form from me saying that he will fax it to the bank which he obviously forgot to do. After 2-3 months when I went to the store to enquire about the charges there were 2 girls at yhe customer service desk who looked into the account and assured me that they are doing some sort of "we care" adjustment and I should be able to see the reimbursement in the next statement. When I went to the store the following month I was again misguided by the customer service people by saying that theh are checking with the bank as store have sent them all the information they were looking for any the store will give me a call to update which again they never did . During those visits no one told me anything about the internal process they follow. After one month when I received my statement and agin didn't see any adjustments I went to see the store manager which was another horrible experience I waited for her to come and talk to me for good 45 minutes even when she knew I was coming to the store to see her. Anyway when I explained her the whole story she started explaining me the internal process they follow for the approval of credit card and insurance waiver form which I don't understand why she was expecting me to know as a customer.
Its completely the sales person's fault who forgot to fax the form to bank for insurance waiver, the store should own the mistakes of their employees an return my $467.

Initial Business Response /* (1000, 5, 2016/04/26) */
Our store management team has left a voicemail message for the customer to call back the store to confirm delivery date of the replacement items under extended warranty. New Sales Order Invoice [redacted], replacement at same price. Delivery...

fees have also been waived, for customer satisfaction. We truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused.

management contacted customer via phone and left a voicemail for customer to call back and discuss.

Initial Business Response /* (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 unit. We truly apologize on The Bricks behalf for all inconveniences...

and frustration this may have caused.

Initial Business Response /* (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 directly. Technician 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 /* (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 for. I 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 product. I do not want the same product because it is problematic. I want a different mattress.

Customer was already in the store and dealt with the store manager. They were explained they were sold what they saw in the tent and they agree they got what they saw in that configuration. They were charged the exact price they agreed on. There was nothing else to be done for the customer. Thanks

We apologize on behalf of The Brick for any inconveniences this situation may have caused. These items benefit from a repair warranty which covers any and all manufacturer defects for a period of one year following delivery. In addition, you purchased an extended warranty which protects your...

products against defects for an additional four years. We have received & reviewed the pictures provided 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 surface leather, 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 website. [redacted]In effort to find an amicable solution and provide you with quality service, The Brick would like to offer you an in store credit in the amount of 900$ tax included. This Credit is Valid for 1 Year and can be used toward the Purchase of Anything at the Brick, exclusive to service (delivery, extended warranty, installation). the coverage hereunder is then deemed to have been fully expended notwithstanding the protection period.

Customer has been contacted by our store management team, re-selection has been offered which customer has agreed.