The Brick Warehouse LP(Edmonton)

Customers concerns have been addressed, sectional is being picked up on January 21st 2017 and refund will be processed the following day. We are sorry to hear of your disappointment with regards to your product being damaged upon arrival on two attempts, and the delivery experience.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/26) */
Thank you for taking the time for sending in your complaint. Technician that visited customers home is sent out to assess the set and to provide detailed report/pictures to the warranty department. The warranty is offered by the manufacture...

directly, therefore purchased at The Brick we do offer the service and follow up. When technician was sent out, the mattress wasn't sagging more than an 1,5'' and mattress was stained, therefore didn't qualify for replacement under warranty. Customer has been informed if the body impression gets worst, would be more than happy to reassess therefore if stain is still present warranty is void and will not qualify for replacement under manufacture warranty.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]

Initial Business Response /* (1000, 7, 2016/03/31) */
Customer has been contacted by our warranty management team, and has been offered different options. Customer is to call back with their decision in order to process.

We are sorry to hear your washer isn't functioning, we understand this could be frustrating. Our policy indicates any defects or damages must be reported within three days of delivery / pickup of the product. The unit would be under manufacturers warranty and we can only approve replacement at...

their direction. An 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.

Reference customer code [redacted] - Sales Order Invoice [redacted] , [redacted]  Customer received delivery of their bed frame, and mattress was also exchanged on August 13th 2016.Sales Order Invoice [redacted], we are presently expecting to receive shipment from the manufacture for the last week of August, beginning of September. As soon as the 2 sofas are received, your local store will be in contact with you to confirm available delivery date.Mattress was exchanged under manufacture warranty, in this case the mattress is returned to the vendor.Customer has been informed by the store, old bedframe & living room set isn't being returned with the drivers.We thank you for letting us know of your concerns, with feedback from our customers we learn and grow as a company.Thank you

We are sorry to hear of your disappointment with a recent purchase and receiving the incorrect product. Reviewing different models online, can you let us know is item model [redacted] is what you are looking for ? When...

visiting our website www.thebrick.com at the top search you may entered [redacted] to view the product & description.

Initial Business Response /* (1000, 5, 2015/11/03) */
We thank you for taking the time for sending in your complaint, my apologies on The Bricks behalf for all inconveniences and frustration this may have caused. Parts have been received, repair appointment has been scheduled for November 4th...

2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for assistance. I do not trust that the issue will be resolved this time around with the replacement of yet another part! what if this doesn't fix the problem? I I want to know what the next course of action, are they going to send yet another technician ? I would absolutely not accept it. This is the last chance for the Brick to fix the problem which by the way they created. As I mentioned in my original email the ice maker is the only thing that needed servicing! the fridge and freezer were in perfectly condition. It's as a result of the technicians replacing various parts that the problems with the fridge and freezer started. I want The Brick to confirm that if the problem is not resolved today they will replace my fridge immediately. I believe that 3 months with no refrigeration in a household is unacceptable. I am also waiting for the form from The Brick for compensation of all the food that we wasted due to spoilage for the last 3 months.
Thank you
Final Business Response /* (4000, 17, 2015/11/26) */
File was received by our warranty department, Replacement approved, TGW-A-76350.
Customer to visit their local Brick store for replacement
Final Consumer Response /* (3000, 24, 2015/12/08) */
I'm just wondering what the status is on my fridge . They have not been back with the new parts which is supposed to fix the problem we've had for 4 months . The last time they came was 3 weeks ago.
thank you
[redacted]

Initial Business Response /* (1000, 12, 2016/06/02) */
Inspection report, pictures and sales order invoice has been sent to [redacted] manufacture to review. The 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.

Complaint: [redacted]
I am rejecting this response because: I'm not totally rejecting the it but if the loveseat is available is it possible to deliver it to us ASAP? we just need something to sit on while watching tv. you can deliver the sofa once it is available on the 3rd of July.
Sincerely,
[redacted]

We do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to you. Thank...

you for providing pictures as requested. We have reviewed your concerns and the damages you have reported isn’t something covered under the warranty certificate.We are sorry to convey that the concerns you are experiencing are not considered warrantable, We fully understand you may be disappointed with our decision. We 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 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 product. You would essentially be eligible for friends and family best offered pricing on your next furniture purchase.  Once again, our apologies for any inconvenience you may have experienced.

We clearly state on our website that AS-IS items and bedding accessories are not returnable and considered final sale.  Below is from our website.  We also state so on the invoice that the cusotmer received at the time of sale.  We enclosed this as well.  We understand the...

cusotmer had issues with their sectional and all of that product has been returned and refunded except 225.86 which we have requested the cusotmer either phone with their credit card or go into a store to be refunded.  This credit has been there since approximately mid January.  We would be happy to refund that amount when the cusotmer is ready.  The customer feels these products were provided free for her but the invoice states a dollar value attached.  When we have a free promotion for certain items contingent on buying certain pieces, we have a offset code on the invoice showing the promotion.  This is not the case.  The value of the mattress accessories the customer has are 399.91 plus tax.  This will not be refunded or returned due to posted policy and sanitary reasons.   Satisfaction Guarantee Conditions 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 as-is product. These purchases are considered final sale. Due to sanitary reasons, bedding accessories such as linens, pillows and mattress pads, etc., are non-returnable and are considered final sale. Pillows and mattress pads come with a manufacturer’s warranty, so please ensure you refer to the warranty card insert included in your product for warranty details. Products covered under our Satisfaction Guarantee must be in like-new condition and free of any physical damages, other than any damage that may have been reported, within three days of delivery or pick-up. If needed, The Brick may obtain a product assessment prior to authorizing replacement. We do not credit delivery charges. Delivery charges will apply to your new selection. Aeroplan miles apply only on original purchase; Aeroplan miles are not credited on returns or exchanges beyond 30 days of original purchase including The Brick’s Mattress Plus Satisfaction Guarantee. Satisfaction Guarantee does not apply to Commercial or Builder contract pricing

After review of the purchase, the bed frame appears to have been purchased from an alternate retailer, therefore cannot be guaranteed to follow manufacturer requirements for warranty claims. However, we will have our team review and request approval from the manufacturer as they are the sole...

warranty holder for the Mattress Warranty. Once a manufacturer approves or denies a claim, the Brick cannot change or overrule this decision. We appreciate your patience and understanding during the review process.

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.
Sincerely,
[redacted]

First let us say, we are sorry you are experiencing issues with your mattress and would hope to come to a resolution on this issue.    If a mattress and/or boxspring is deemed faulty and Return Authorization is granted by the manufacturer, we are happy to assist.  In this case your...

mattress does have a valid RA number and is eligible for return.  The manufacturer authorizes a “replacement” mattress if that mattress is still available or offers a “re-selection” to another mattress if that particular one is not available.  All mattress reselections are to stay within the same manufacturer as that is who is authorizing the replacement.   We understand your concern, but cannot offer a refund or a transfer of ownership (mattress or dollar value).  The warranty is with the manufacturer and we must abide by the Terms and Conditions of that agreement.  The replacement or re-selection must stay with the same vendor and cannot be refunded to the customer.  We are happy to assist where required but cannot acquiesce to your requests.  Once again, thank you for bringing the details of your shopping and warranty experience to our attention.

We have 30 day satisfaction guarantee at The Brick, customer is informed that if...

they want to take advantage of [redacted] return policy, they must contact the manufacturer themselves.Store management has left a message and emailed him the direction on how to return his [redacted] appliance. We haven’t heard anything from the customer yet.

customer inspected it when delivered and signed saying no damages,we have a copy of that document.  We fully understand you may be disappointed with our decision. Once again, our apologies for any inconvenience you may have experienced. Your business is important to us and we do not wish to...

lose you as a customer. We will be pleased to offer great pricing on your next purchase. The extended warranty has been refunded as we can not return the tv.

I have attached a copy of my receipt &  a photo of the original warranty card(brick warranty) that I received when I made the purchase , which I provided when the washer needed replacement, which states that, as a lemon, the product will be replaced with a comparable model at no cost to me.When I went to the store I purchased the set from to get the copy of the receipt, they provided me with a different warranty information sheet., attached as warranty #2.The original warranty card, I found online at www.thebrick.com/appliance-and-electronics-warranty, attached as appliance & electronic warranty. (I provided this warranty card when the washer broke & they replaced it ( with help from Revdex.com) with the cheapest comparable model they had on the floor)The cheapest comparable model they had on the floor when I was in on Saturday was on sale for $599, which matches the washer they replaced .This is the warranty information card I was provided with when I made the purchase, it was explained to me that the product was quality, & would work properly & would be replaced at no cost to me if could not be repaired.I accessed the warranty by calling the 1-800-360-2742They sent a repair man down, he looked at it , said I would be contacted when parts arrived.I waited for weeks before I called back to find out that they would provide a credit , as it could not be repaired. I believe I have included everything, if you require more information, feel free to email, call me** [redacted]

Initial Business Response /* (1000, 8, 2016/02/09) */
contacted Mr. [redacted] and informed as per inspection report no fault was found with the product
consumer remains unsatisfied. Libenson
Initial Consumer Rebuttal /* (3000, 10, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Customer service rep called and offered no other advice or help. Kept repeating that their inspection found no defect. Funny how the inspection was done was their employee and was not detailed. Usually to inspect a couch , one would have to sit on it and see how it collapses, but the brick chose to just snap a few pics instead which shows nothing. [redacted]
Final Business Response /* (4000, 12, 2016/02/12) */
Our technicians provide a detailed report of the product, also do have a knowledge on the products we sell. At this time the cushions that are softer then arrival isnt a manufacture defect.

Customer has been contacted by our store management team, re-selection for model [redacted] at 1149$ + tax. Customers concerns have been resolved.