The Brick Warehouse LP(Edmonton)

Initial Business Response /* (1000, 5, 2016/03/11) */
Customers concerns have been brought to our attention, we truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused. Delivery is now confirmed for March 13th 2016
Initial Consumer Rebuttal /* (3000, 7,...

2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Range delivered on March 13, 2016. No official mention of compensation for delay caused by your company.

When our team realized that  it wasn’t slats it was a cross support from headboard to Footboard, Which we couldn’t order as the product was discontinued by the manufacturer, we discussed with the customers and this is why we offered both husband and wife the other numerous options.  Event...

[redacted] was open for a technician to visit customers home to assess the problem, as we would be more than happy to have this repair done if this is something that can be repaired. All information has been sent to the service technicians office to let them know of this situation.

(The consumer indicated he/she DID NOT accept the response from the business.)
So in other words the brick fails to see the fiber from the bed on the ceiling above the stairs in the picture I sent them of the damage. And secondly I know that my wife the person who signed the no damage sheet didn't get up to check damage she just signed the paper like I did the first time they delivered [redacted]. Oh and we gave them a 500$ deposit as they were closing and that didn't even hold a bed till we came in the following morning and than we had to wait a week. [redacted]. I do not accept their response and wish to proceed farther.

(The consumer indicated he/she DID NOT accept the response from the...

business.)
There is a problem now, and I would like it resolved now. I can not believe these people are deflecting this off to warranty as they are already not dealing with it now. So three month go by and I'll call it in (under warranty), but their tech has already made the determination that the cause is "ware and tare" on a sofa that was lass than a month old; What's going to happen when I call them up to repair it then???
I guess the quality of their furniture is well matched with their quality in customer care.

Revdex.com:
Hello,Please close this file as this case has been resolved.Thank you ,[redacted]

Store manager Rob spoke with customer last night he is coming into the store to choose one of the two recliner chairs that are on the floor. With regards to the dinning chairs, an inspection has been requested prior leaving the warehouse.

Complaint: [redacted]
I am rejecting this response because: I was never told I only had 30 days to either a) get a new couch set or b) keep the couch and receive an instore credit (my 2 options). Please provide me where I signed or consented to 30 days on the warranty claim as I had bought extended warranty for 5 years which is up in Feb 2018. [redacted] I understand that the value of the couch would be depreciated and I may not receive the same amount of money, but I should still get something as it is STILL under warranty.
Sincerely,
[redacted]

We thank you for letting us know of your concerns. We are sorry to hear your washer isn't functioning properly, we can certainly understand this can be frustrating. Original Sales Order [redacted] Delivered March 10th 2016Customer contacted customer service the same day the laundry pair...

was delivered and reported the dryer not working properly and being noisy, loud. Exchange documents [redacted]  were processed, and dryer exchanged was completed on March 17th 2016.On April 9th 2016, the client visited the store as they were unhappy with the performance / of their chosen product.They were in title to satisfaction guarantee, which customer reselected another set.[redacted]
[redacted] Delivered April 12th 2016Manufacture warranty ended April 11th 2017, therefore No Extended warranty was purchased by the customer.On January 17th 2017, customer contacted The Brick Appliances / Electronics customer care department reporting the washer vibrating, shaking and being very loud. The unit was under the manufacturers warranty, and client was directed to Whirlpool 1-800-461-5681.  The manufacture is the one who owns the warranty in the first year and any decision that is made in the first year is by the manufacturer. We apologize for any inconvenience with your defective product, and the reason why we are not covering a service call, parts or replacement needed for your product that is outside of the warranty period, we need to be fair to our customer who made that financial and trust investment with us. An extended warranty has a cost involved which is optional to all customers.  If a customer who made that investment in us for an extended warranty were to see that we honor warranty outside the warranty period, they would feel they have wasted their money and would expect a refund and the service as well.We do understand you are a customer and appreciate your opinion, but a service call will not be ordered when the product is outside of the warranty period.  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.

We are sorry to hear of your disappointment with regards to your situation.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.

Joan from the store management team reached out to the customer, and left a voicemail message to discuss further. Several options available to offer to settle. Waiting for a call back from the customer to resolve.

My apologies on The Bricks behalf for all inconveniences and frustration this may have caused. Customer received replacement of their product on April 22nd 2016.

Thank you for taking the time to reach out to us with your concerns, and we are sorry to hear of your disappointment on product availability. A product is back ordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stock. You can still...

purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes available.Back orders are often unpredictable, and this is why availability dates are estimates which may change based on different circumstances. In cases of manufacturer delays, for example, The Brick doesn't control when a product is available. We will do our best to keep you informed of expected shipment dates and estimated dates of arrival.Management has been in contact with the customer, and have been advised on the approx arrival date of the bed sets is for 14-Aug and the made to order sectional is approx 04-sep. We apologize on behalf of The Brick for any misunderstanding or inconveniences this experience may have caused. As soon as the products have been received, customer will be contacted to confirm a delivery date.

The warranty plan was bought at the same time the washer was bought and has 2 1/2 years left on the warranty. If you have a warranty that can't be transferred to another product. You should then be held accountable for the remaining warranty time. If this isn't possible then give me another warranty on the new washer.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted]
I am rejecting this response because:This answer is absolutely unacceptable and is the same answer that we have been receiving when trying to get this dealt with for multiple months. This answer has nothing to do with nor does it address the actually reasons for my complaint. It seems that this company just gives the same generic answer when they don't want to help someone.  It seems that they think that I'm just trying to get my damages covered by the warranty.  Which is not the case. They seem to have neglected to even read the complaint in the first place, and failed to address any of the issues which are the following: You're stating that "these types" of damages are not covered and have reiterated this fact in your reply. As I explained in my complaint, no one, not you and not me, is even sure how the damages happened.  If we can't be sure how they happened how can you know that they not covered by the warranty?  These damages could have in fact occurred because of neglect by your team and your staff. You refuse to acknowledge this. The love seat had no rips and tears in the protective plastic, and it was never ever mishandled in our care. However, there were multiple spots of damage found AFTER unwrapping it.Since you seem to believe that we were the cause of the damage, then I'd like to see where in the Fine print of our warrant that it states that that "these kinds of damages are covered" The warranty clearly states that it covers all "accidental rips and tears." Show me where you are legally allowed to deny me of my warranty because of the type of rip or tear or because of how it occurred. This was never explained to me when I purchased the warranty, and proof of this has never been provided to me.  You can't just say you warranty doesn't cover things and expect people to just be OK with that and take your word for it. Your furniture is a very poorly made and is in fact falling apart only five months after purchasing. The arm is loose, the leather is  paper thin, and pieces of the couch are coming off onto our wall.  You offer me preferred pricing, but why would I ever buy your furniture again?  In conclusion, I want at least a partial refund for my purchase.
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2016/06/03) */
Customer has been contacted, the mattress warranty is offered by the manufacture directly. The Brick offers the service (sending out a technician to assess) and follow up (follow up from technicians visit, report) by sending all documents to the...

manufacture to review requesting return authorization consideration. Upon last technicians visit, the body impression was 1'' which is normal body impression as per manufactures guidelines. Customer claims the body impression is more than 1'', new service event is being opened to have a technician re-assess. Customer has been explained the warranty.

Store Manager has been in contact with the client & is working on a resolution.

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]

We are sorry to hear you've been experiencing issues with your washer, we could understand this can be frustrating. The unit would be under the manufacturers warranty and we could only approve replacement at their direction. ** has provided RA (return authorization) for the replacement of the unit....

The store has been trying to contact you therefore there was no answer and voicemail couldn't be left as it hasn't been initialized. We apologize for any inconveniences this situation may have caused.

We are sorry to hear your experiencing issues with your sofa purchased in 2012. We would be more than happy to look into your situation further therefore require more information.If you could please specify when the defect begin on the sofa, and provide pictures of the issue it would be much...

appreciated.

Hi [redacted],
Thanks so much for "hanging in" with me.
I'm happy to say that in today's mail, I received a check from the Brick for the amount of $399.82, dated 2016-06-15, the amount I paid for taxes when I bought the sofa and love seat. However, I have not received any notice of a refund to my Brick credit card. I would have expected a cheque for the $700.00 I have paid, to date (keeping in mind that the minimum monthly payment was $75.00/month) but I paid $100.00 per month with no default payments. I am truly hoping that the Brick will cough up the money they owe me, albeit that this has been far from being "in a timely matter."
I truly am grateful to you and the Revdex.com for your continued persistence in this matter.
[redacted]