The Brick Warehouse LP(Edmonton)

We did give the customer Free delivery for the new productThe only difference he is paying is the dollars for the armless recliner and more for the new warrantywe have changed warranty companies and the prices have gone upWe credited him back for the warranty on the first set The set that they purchased year ago is no long all availableThis set has been discontinued from the manufactureWhen product is no longer available our warranty statesthat they get a full credit back to pick out new productWe have giving them the full amount they paid for the productWe have reduced the product they want to purchase to our costThey also bought there product as is at a discounted price due to damaged on the unit and now they are asking for brand new stuff at the same priceThe new sale will cost them with taxes and warranty for brand new product

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

Initial Business Response / [redacted] (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 warrantyNew Sales Order Invoice [redacted] , replacement at same priceDelivery fees have also been waived, for customer satisfactionWe truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused

Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ Customer underpaid by 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 processDelivery is set and confirmed for March 15th

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 SeptemberAs soon as the 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

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 repairedI believe I have included everything, if you require more information, feel free to email, call me** [redacted] [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Thank you for taking the time for sending in your complaintTechnician that visited customers home is sent out to assess the set and to provide detailed report/pictures to the warranty departmentThe warranty is offered by the manufacture directly, therefore purchased at The Brick we do offer the service and follow upWhen 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 warrantyCustomer 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 / [redacted] (3000, 7, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted]

Customers concerns have been addressed, sectional is being picked up on January 21st and refund will be processed the following dayWe 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 The Brick was quick to rectify the situation and treated me well in doing so I am happy with the outcome Sincerely, [redacted]

Initial Business Response / [redacted] (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 causedParts have been received, repair appointment has been scheduled for November 4th Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for assistanceI 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 itThis is the last chance for the Brick to fix the problem which by the way they createdAs I mentioned in my original email the ice maker is the only thing that needed servicing! the fridge and freezer were in perfectly conditionIt's as a result of the technicians replacing various parts that the problems with the fridge and freezer startedI want The Brick to confirm that if the problem is not resolved today they will replace my fridge immediatelyI believe that months with no refrigeration in a household is unacceptableI am also waiting for the form from The Brick for compensation of all the food that we wasted due to spoilage for the last months Thank you Final Business Response / [redacted] (4000, 17, 2015/11/26) */ File was received by our warranty department, Replacement approved, TGW-A- Customer to visit their local Brick store for replacement Final Consumer Response / [redacted] (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 months The last time they came was weeks ago thank you [redacted]

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

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

The legs go loose over time from use and tightening the legs every once in a while which we consider a regular maintenanceWe will book a one time courtesy service call to tighten the legs

We do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to youThank you for providing pictures as requestedWe 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 decisionWe 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 Once again, our apologies for any inconvenience you may have experienced

We apologize on behalf of The Brick for any inconveniences this situation may have causedThese 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 yearsWe 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 issuesShould 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 includedThis Credit is Valid for 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

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 programCan 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-Avenue, Edmonton, AB T5M 3S

Initial Business Response / [redacted] (1000, 6, 2016/03/21) */ Our management team from our credit department has sent an email to the customer providing a form to fill out to cancel the payment protection planWe may stop any further premiums from billing to the account Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) As indicated yesterday on this page that they cancelled the further charges but expecting me to pay previous charges which I don't think that I am responsible for See below; "As you can see from provided document (03/15/More info received from the consumer ***Document Attached [redacted] ), on my copy which I got after I got the deal from Brick, I didn't accepted the ***'s protection plan on the bottom of the documentWhere and how they are bringing up additional document to prove themselves which create a confliction? 03/21/More info received from the consumer I received a call from [redacted] representative today that they are saying I signed up for the program but I did not sign up for the programI just fill up the form for financial when I purchased the items from Brick for MONTHS, "NO PAYMENT NO INTEREST" deal they offered at the timeThey are saying that they charge $per $of monthly Brick card balance Let me explain it this way that this deal is "NO PAYMENT NO INTEREST FOR MONTHS" dealwhat does that tell you? and what kind of outstanding balance [redacted] is talking about if no payment requested for months, even no interest? Technically, balance for one year is "$0.00"If they charge to this card after months, I would say that they may right but in this case no, they are TOTALLY WRONG The representative said that she will cancel the protection plan from now on but I have to pay the previous bills which I should not be responsible[redacted] Final Business Response / [redacted] (4000, 14, 2016/04/13) */ Customer applied for credit, signed the application for PPP(Attachment has been sent to Revdex.com, [redacted] ) We provided that information to the customer(The credit department still have not received a written cancellation but due to the Revdex.com dispute we will cancel without notice in writing) We have no return mail indicating customer has received statements and the Certificate of Insurance First inquiry regarding the premiums was March 14th We will reverse the one month April premium due to issue still not resolved Final Consumer Response / [redacted] (4200, 16, 2016/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not do anything at all and their response is absolutely not acceptableI moved from that address as indicated before and they are not taking this into consideration and keep their documentation to themselves and accusing me with that to pay the priceif they need to receive the letter from me to cancel, I am claiming that I don't received anything from them as letter at all to for this protection plan insurance documentNOTHING AT ALL [redacted] [redacted] I want them to reimburse all my money since they one which they have no right to get it from me

Initial Business Response / [redacted] (1000, 8, 2016/05/10) */ Customer has been contacted by our store management, product was replaced under warranty - customer is happy with the outcome Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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] ***