The Brick Warehouse LP(Edmonton)

We appreciate you bringing this matter to our attention, as with feedback from our customers we learn and grow as a company.We are sorry to hear your products were received with damages. Items have been replaced on April 8th 2017.

Complaint: 11836043
I am rejecting this response because:The Brick was unable to tell me how my store credit plus cash purchase is excluded from their satisfaction guarantee policy.  They (Jesse) has now advised me to pursue through [redacted].  I had contacted [redacted] initially by email November 17 during my unresolved satisfaction  in November.  Since I contacted [redacted] on November 21 and spoke with Maureen whom said she would have her manager call me.  I never received a call so I called back again November 25.  Again I was told the same thing.  It is now December 12th and I still have not received a call. Today when I called Maureen suggested I put a foam mattress on top of my $1400 matress. I asked again to speak with her manager or someone who can assist me in this complaint she advised me she has no number or contact info so I would have to send an email.  I sent an email today.  Both these companies are shuffling the ownership of my dissatisfaction.  The Brick refuses to rectify this and is now pushing us on [redacted] who is refusing to deal with this issue.  What happened to customer satisfaction [redacted]? The Brick has admitted the matresses are not comparable and even coached me on what to say to [redacted].  [redacted] is hiding behind their customer service rep.  This is unacceptable.
Sincerely,
[redacted]

[redacted]Customer contacted the store on Thursday July 28th 2016 stating they had called in in June to have a technician come out to assess their product under warranty, unfortunately no work order for service could be found in our system. We apologized immediately for these inconveniences, and...

opened a work order for service (event LT 1552468). Upon their call on July 28th 2016, customer inquired who they had spoken with in June therefore customer was advised this information wasn't available as there is many employees that work in the store. Service technician is scheduled for August 2nd 2016 to be visiting customers home to assess the product. No compensation is being offered for service issues.Thank you for letting us know of your concerns. With feedback from our customers, we learn and grow as a company.

We are sorry to hear of your disappointment with regards to a recent purchase, and 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]
I am rejecting this response because: I mentioned to the service Technician about the noise when it was not that loud and he told me it was normal. IT WAS UNDER WARRANTY BACK WHEN I CALLED FOR SERVICE on Jan of 2017
Sincerely,
[redacted]

Store management met with the customer, and agreed to reselect another living room set. Delivery has been set & confirmed for the 15th of August 2017.

Under the warranty agreement (attached) it is stipulated that any claims for damages but be reported within 14 days of their occurrence. It is imperative to report damages within a timely fashion as to stop or slow the continued deterioration so we may assess the cause of the issue as well as have a...

trained technician in the home to fix it. Warranty documents are given to the customer at the time of purchase and are a legal binding agreement on the terms and conditions of the coverage purchased. If they agreement document was not in the possession of the customer, we also provide full details online and are more than happy to provide replacement documents at any time. Upon review of the photos this peeling has been ongoing for quite some time, far exceeding the 14 days and would no longer be covered under the warranty agreement. The customer was offered a courtesy credit as we cannot repair or replace the damaged units.

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]

Customer has been contacted by Michelle Operation Manager, customer was to provide quotes and settlement would been provided. My apologies on The Bricks behalf for all inconveniences and frustration this may have caused.

My apologies on The Bricks behalf for all inconveniences and frustration this may have caused. 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. The phone number provided above in the Revdex.com complaint didn't give me access. Once information is provided we will gladly direct your concerns to the appropriate contact to review. SincerelyThe Brick Group LP

[redacted]
I will update you once I go through brick response.
[redacted]

Complaint: 11599601
I am rejecting this response because I took a day off from work to wait for the technician.  It is up to you to investigate this further on your end.  I paid for an extended warranty and as a customer I am appalled by the way employee at the brick handled this.  There wasn't even an apology when I called back for follow up.  You need to investigate why the previous employee did not log it in and [redacted] wasting my day off.  
Sincerely,
[redacted]

Thank you for letting us know of your concerns, and we are sorry to hear of your disappointment. We apologize on behalf of The Brick for any inconveniences this experience may have caused. Customer has been contacted to advise the washer hoses are available at the store to pickup, and the washer was...

exchanged on July 19th 2017.

Service events have been setup, and appointment was given for October 13th 2017.Unfortunately this date didn't work for the customer and requested a Wednesday appointment which has been set for November 8th 2017. Based on the warranty agreement, our first step is to assess the product to determine...

if it qualifies for repair. This is standard for all warranty claims and the first step in proceeding. If the technician cannot repair or parts for repair are not available, we will have the store management team look into other options available to you.

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]

Customer has been contacted and decision was reiterated. The damages customer reported isn't covered as the damages were visible for quite some time.

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]

Customer has been contacted by warranty customer care supervisor named Andrea.Customer contacted [redacted] manufacture as they wish to have a technician from the manufacture only, they were quoted a lower cost and earlier appointment. Customer is sending a copy of estimate to Andrea, which we...

will present this to [redacted] as the extended warranty is offered by [redacted].

Complaint: [redacted]
I am rejecting this response because:  As I have stated before in the initial email, I cannot take pictures of the damage because it is INTERNAL...I told the Brick this repeatedly and even asked if the wanted me to rip the bed open for the pictures...they just kept saying we need pictures.  [redacted]  I also stated this in the first email.I explain this was a major purchase for me and I needed to save money where I could, THAT is when I asked about the beds that were located at the front of the store. No she did NOT explain to me that the beds would be insufficent for either of our weights. and as I stated before, IF she wouldve explained that we wouldve gotten different bed but she DID NOT.  [redacted] 2 weeks IS NOT a respectable time frame for any bed to break.  [redacted]  
Sincerely,
Laura Shawnoo

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, or the phone number on file it would be much appreciated. A [redacted] Pamphlet folder is also provided at the time of purchase, if you could...

as well include in attach PDF document it would be great. Thank you