The Brick Warehouse LP(Edmonton)

Sales Order Invoice [redacted] - Reference customer code [redacted]Fridge was delivered on December 16th 2015, any damages need to be reported within the 3 days of delivery.Customer has been advised.

Thank you for bringing your concerns to our attention.Based on our files, I was able to retrieve a sectional purchase from May 2015. Can you please advise if this is the product you are referring too ? If you could please provide pictures in attachment of the stain you are reporting and how this...

stain occur ?The extended warranty will cover one accidental stain from water, food, beverages, and cosmetics.

Customer has been contacted by our warranty management team, they have been offered 300$ In Store Credit to keep their product AS IS no more extended warranty, customer was happy with outcome.

Good afternoon,Just giving you a update about this complaint. So after being told yesterday to call the brick back today by a women named Tandre it turns out Tandra is off today and the fridge that they said would be delivered is now out of stock and discontinued. So after waiting 4 months for this...

fridge it’s now discontinued and we are left with a damaged/dented fridge.Please let me know when or if there is ever a response from the brick about this.Thank you,[redacted]Sent from my [redacted]

Complaint: [redacted]
I am rejecting this response because:Rob A[redacted], the store manager of The Brick MacLeod, and...

I spoke on the phone on Saturday. I am rejecting his response to my complaint because he has shown me twice now that he really does not value the opinion of his customers and consistently makes excuses for his staff. On the phone he did not even recall our conversation in November, which was the catalyst to my complaint on the Revdex.com. He began to tell me that he would not refund me the difference between my old a new couch (approximately $340) because he simply couldn't. To which I replied, "that's a lie" because in fact I know that store managers can do this. Then he finally said, "well we do that for certain circumstances." Also known as, he doesn't think the customer service at his store meets his expectations. I began this process to replace my broken sofa and love seat back in September 2016, I had purchased the Full 5 Year Warranty that The Brick offered me because I wanted to ensure that if anything had gone wrong, they would replace my product. I received my couch on February 11, 2017. This process took an annoying 5 months to get to my house, whereas I know of customers that have received theirs within 5 weeks. Why was my transaction different? I had called The Brick multiple times and spoke with Lisa, Sumi and the Sales Manager (I do not remember his name) and was told many things in regards to my claim. I was honestly only looking for someone to tell me how the entire process worked and when my "claim" would go through and when my couch would be expected. Simple right? It's what you expect when you giving a store your business, your personal money, that you receive the proper information. I was not. I was left in the dark for weeks-months and anytime I spoke to staff members I was left frustrated because one person said my claim was started, another said it wasn't and then someone told me that I didn't need a claim?! The store manager said to me on Saturday, "Oh come on! You haven't been new at a job before? I would hope that if my kids were to start a new job somewhere customers would have patience." Are you kidding me? Hey Rob, if you kids bought a couch wouldn't you hope that the store provided them with information they had the right to and give them their couch on time so that they didn't have to sit on a broken one for 5 months? I really do not think it is appropriate for the Store Manager to give excuses for his staff if they are providing poor service to their customers, especially since this Lisa girl has been working there for months but yet her response to my questions/problems were always the same. Don't you think that if a customer is calling you week after week to figure something out, you would finally take it to your manager and say, "Hey Rob, this customer is unhappy and I think we need to figure out her claim before we lose her as a customer?" Apparently not. Rob thought nothing of this which tells me his expectations of his store and his staff are beyond low because they are all about the money they make. Not the service and products they provide to their customers. I have purchased many things from The Brick and now I will never returned. I have cancelled my The Brick card and I have told all my friends and family about my experience. So much so that my sister-in-law's big paper recycling office has decided not to refurnish their entire office with The Brick. They have gone to another furniture company. Also here's another thing that irked me, Rob told me that they did me a favor because they let me keep my broken couch while my new ouch was being made. Wow. Thank you soooooo much Rob for bestowing me with that favor! Kidding, who would ever ask that of a customer? Do you seriously expect them to sit on the floor? [redacted] To summarize this absolute nightmare of an experience, I reject your response because Rob you do not care about what customer service your store provided to me even if it was terrible. Rob, you do not want to refund me because you do not care about how your customers are treated and I hope to NEVER hear from you again and I hope that if someone tries to contact me, it is your superior. Sincerely,
[redacted]

Thank you for taking the time to write to us, and letting us know of your concerns. 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.

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,
Jean Despres

Customer has been contacted, and issue has been resolved.

Customer has been contacted, dryer is being picked up today for repair as there isnt any space for the technician to work. Unit will be delivered to the customer as soon as repairs have been completed. We apologize for any stress and inconveniences this situation may have caused.

The technician that is sent out to assess the product doesn't take any decision, all documents are sent to the warranty department to review. The pictures provided by the technician and the customer, the seams aren't unraveling, ripping, or nor open. As per the pictures, the seams are stretching. If the seams start to open, unravel or open please contact us and we would be more than happy to resend the technician to reassess.

Original purchase order 080274WRQYWCustomer wasn't pleased with the comfort, and visited the store.They requested for the floor showroom model as an exchange using their sleep satisfaction guarantee.Exchange document was written up,CRM (return Document) 080874WFZYA – Customer using sleep satisfaction, cust finds too firm.New Invoice SAL 080874WFZDC, customer reselected to the floor model being the same model CTANIAQM (CANTANIA EPT PLUSH QU MATT).The Brick offers a one time sleep satisfaction guarantee, which as already been honored. We are unable to offer another reselection.

Store management team has tried reaching out to the customer, voicemail was left in order to discuss further.

Several Voicemail messages have been left for the customer in regards to their TV re-selection under warranty. Our store management team would be more than happy to assist the customer with re-selection on comparable unit.

Complaint: [redacted]
Please find attached my sales invoice. Please note that I decided to pick up the order and was refunded the delivery fee.I look forward to hearing from you,
Sincerely,
[redacted]

Customer has been contacted by [redacted] extended warranty supervisor and appointment has been set with the customer.

store manager spoke to customer and arranged a meeting to discuss details

After review of the photos on the work order, it has been confirmed that the ITEM CODE: [redacted]  $89.97  bed frame is not in current use. The bed frame appears to be an [redacted] style frame, which the center support does not have a leg in the middle. As stated previously, we will have this reviewed and sent to the manufacturer for approval/denial as they are the warranty holder and are the sole decision maker in claims.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I do not remember the phone number. we lived at [redacted].  The Kingston Brick has the information and was able to look it up.  apparently the information is not kept anywhere else.  It should be under [redacted] or [redacted] or [redacted] or both of our names. it was 5 applicances and we used the warranty only for the Fridge.we will find the paperwork but can't you just look it up?

Initial Business Response /* (1000, 5, 2016/03/31) */
Customer has been contacted by the store manager, refund as been offered for customer satisfaction.

Thank you for sending your concern. We are sorry to hear about this experience and are currently looking further into this matter. We will respond as soon as possible and hope to have a resolution for you shortly.