The Brick Warehouse LP(Edmonton)

Initial Business Response /* (1000, 5, 2016/05/17) */
Voicemail message was left for the customer by our warranty management team in reference to their Revdex.com complaint, to review the file in order to find satisfactory resolution.
Final Business Response /* (1000, 8, 2016/05/19) */
Customer has...

been contacted by our warranty management team, replacement of loveseat has been offered. Customer is satisfied with this option.

Final Consumer Response /* (2000, 6, 2016/04/14) */
I have received a full refund dated April 11th

Initial Business Response /* (1000, 5, 2016/04/12) */
Customer has been contacted by our warranty management team, and has been provided with options. Customer is to call back with decision.

Thank you for bringing this matter to our attention, we are sorry to hear of your disappointment with regards to a recent experience. We would be more than happy to look into your situation further therefore require more information. If you could please provide the sales order invoice it would be...

much appreciated.

[redacted] Actually I told them about the sofa within a week of it getting shredded then they asked for photos I send them all the pics but they never responded so I called them back after 2 weeks but again she said she will call me back but she never did then I called her again after that she called me back saying the matter has closed coz it looked that its been there for long time but that was not the case. this sofa was in basement and was not used for a long period of time but we moved it to our family area in march as we had a gathering. but within a month it started cracking and shredding as it was a manufacturing defect with all the sofas we bought at that time. we bought three sofas but two of them were upstairs so they came into notice earlier but this one was in basement and wasn't being used so it was fine as nobody was using it. and when we brought this upstairs in march because of gathering, and we started using it regularly. but its still under warranty. and now they are refusing to change it. Regards[redacted]

Reference customer code [redacted]Sales Order Invoice [redacted]  [redacted]The Brick offers a one year warranty on the product if no extended warranty is purchased.Customer reported defects in the leather on November 30th 2016, and a technician was sent out to assess the product.They have been...

offered options which are the following:  1) replace the seat casing on sofa OR 2) replace the sofa.If for any reason, The Brick, at its option, supplies a replacement or settlement for the product under this Service Agreement The Replacement Product the coverage hereunder is then deemed to have been fully expended on all pieces notwithstanding the Protection Period.This set is 100% genuine leather and that although rare genuine leather can peal. We have explained that it requires maintenance to keep it soft, prevent the various stages in dryness which can bring it to the point of peeling.The Brick is offering the above two options, 1) replace the seat casing on sofa OR 2) replace the sofa.We apologize, a refund is not something we offer.  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Matt (operation manager at the store) offered to send the customer a qualified local ** technician to assess.Customer sent pictures of installation which seems to be hooked up properly with the elbow bracket. They also have a second laundry pair, which is the one that leaked. Service call is on hold, waiting to hear back from the customer by the end of the week.

Initial Business Response /* (1000, 8, 2016/06/03) */
Unit was returned, customer has been contacted
Initial Consumer Rebuttal /* (3000, 10, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are very pleased with quick response to picking up the...

fridge. [redacted]

Hi [redacted] Sorry for the late response, just wanted to inform you this customer was dealt with and offered...

a re-selection under the warranty program. Can we have this case re-opened and have the above comments entered as resolution ? Thank you! Kassey-Lee L[redacted]   |   Customer ExperienceThe Brick – Corporate Office16930-114 Avenue, Edmonton, AB  T5M 3S2

Melanie C[redacted], Operations Manager has communicated with the customer and has come to a resolution.Table, and once chair is being exchanged on January 6th 2017 and once delivery has been completed Melanie offered the customer a credit for all inconveniences, and frustration this experience may have...

caused.

Complaint: [redacted]
I am rejecting this response because:We want to reiterate the telephone conversation was clear to my husband.  It will be repaired is what the manager indicated. why does he keep insisting now it is solely an assessment. The outcome we are seeking is we want the bed fixed, NOT ASSESSED. We are not being unreasonable.We maintain that the warranty speaks for itself and The Brick needs to do the right thing and honour the warranty. We also want to be compensated for this, The Brick should also be providing some sort of customer service incentive to keep their customers and to mend their dissatisfaction even with repairing this!  
Sincerely,
[redacted]

Thank you for taking the time for sending in your complaint. We would be more than happy to look into your situation further therefore require more information. If you could please provide either your sales order invoice or phone number on file it would be much appreciated.

Complaint: [redacted]
I am rejecting this response because: It still does not address my TV stand defects which is covered under manufacturer...

warranty. As far as the sofa defects, store was made aware of the issues during  the month of July and it has not been fixed yet.  Until today, store never called me to advise that it will be fixed during the month of October, why is the store waiting for my warranties to expire before fixing the defects ? The issues can only be resolved once both sofa and TV stand are fixed in a timely manner.
Sincerely,
[redacted]

We appreciate you taking the time to reach out to us with your concerns. We are sorry to hear of your disappointment, and have addressed the situation to the appropriate contact. Payment Protection Plan has been cancelled, and the charges in the amount of $1143.18 for PPP will be credited back....

Because customer paid their Brick Account in full, ** will be submitting a cheque refund to the customer for the above amount.

Customer has been contacted by Regional Management with regards to their TV being damaged. Our policy states if the product purchase is damaged, defective or not properly functioning the customer is required to report the issue within the 3 days from delivery / pickup. An exchange has been processed...

for the customer, therefore TV needs to be verified upon arrival and any damages, defective or not properly functioning of unit needs to be reported within the 3 days.

Thank you for taking the time to let us know of your concerns. We are sorry to hear of your disappointment with this situation.Laundry pair was delivered to the customer on October 29th 2015.Our warranty management team has tried reaching out to the customer to discuss further, unfortunately...

voicemail was full.An email was sent informing customer to contact the manufacture ** directly [redacted] as they are within the first year warranty which the first year is offered by the manufacture directly.

Initial Business Response /* (1000, 5, 2016/06/07) */
The first year warranty is offered by the manufacture directly,
[redacted] has provided authorization for the replacement of the unit. Necessary paper work has been written up for the replacement, delivery is confirmed for June 11th 2016 with the...

customer.

Store management has reached out to the customer, an exchange has been ordered and delivery date will be confirmed with the customer as soon as the product has been received from the vendor. A refund in the amount of 500$ has also been provided for these inconveniences.

Customer has been contacted by the store manager, and will be meeting this week to come to resolution.We thank you for bringing this to our attention, with feedback from our customers we learn and grow as a company.

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 for now. I would like until after inspection and resolution to close file. 
Sincerely,
[redacted]