The Brick Warehouse LP(Edmonton)

Complaint: [redacted]
I am...

rejecting this response because: it was totally a lie because I do have my voice mail set up there was no message left by them and I got a call from some number and when I reached back the same numbetr few times it was saying line busy and the number is not from the store .   They can email me if they can't reach me on phone or they can leave a voice message 
Sincerely,[redacted]

We are sorry to hear your product was received damaged twice, and can certainly understand your disappointment. We have reviewed your file and have some options for you. 1)  Pickup [redacted] document [redacted] on next available delivery date (prior to the camp ground...

closing) as the product needs to be returned and cannot be left for several months - The Brick would then deliver the product from document [redacted] once the camp ground is reopened (May 2018).OR2) Customer paid 387.50$  + tax for this item [redacted] do to promotional offer, We can offer to keep the one you presently have AS IS with a refund in the amount paid (387.50$ + tax) which item would no longer be covered under warranty do to settlement. Comments have been keyed in your main account with the options provided.

Initial Business Response /* (1000, 5, 2016/03/08) */
Customer has been contacted by our management team, remaining appliances will be delivered to the customer this upcoming Friday March 11th 2016. We apologize on The Bricks behalf for all inconveniences and frustration this may have...

caused.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer was not contacted by anyone in management. Customer asked for the regional manager number and was told that the regional manager would contact him. That has yet to happen. Zero restitution has been offered.
Final Business Response /* (4000, 11, 2016/03/31) */
Regional management has left 2 voicemail for the customer, with no call back. Store management has also tried reaching out to the customer without any success. All items have been delivered, we truly apologize on The Bricks behalf for any inconveniences and frustration this may have caused. No compensation is being offered.
Final Consumer Response /* (4200, 13, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the apology. I would like to know which phone number you have in file for me. I have been left no voicemails. Also, I would like to see the documentation of when the calls were allegedly made to me, such as dates and approximate times. If you can satisfy those two requests, I will gladly accept the apology [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]The invoice they gave to us it is saying page 1 of 1 the brick  did not give us any other papers or information,on the invoice it dose not  tell to read the warranty policy.It is saying Full 5Yer Blanket Coverages.Also I called the Brick two weeks ago after my complaint to Revdex.com,and ask them why they are taking so long to fix my sofas other stuff beside leather,and they told me they are ordering leathers for my sofas and going to come the fix my sofas at July 31.The guy from Brick call me at July 19 and told me that they are coming to fix my sofas on July 31 and now they are telling me again they are not going to fix my sofa's leather.[redacted]

Initial Business Response /* (1000, 5, 2016/05/10) */
Customer was provided with several appointments, which some appointments were missed. Several updates have been provided to the customer as well. Settlement of 450$ cheque, with release form to sign by the customer. All documents will be send to...

the store, once the store receives the release form and cheque customer will be visiting the store to sign release and pickup cheque.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been more than three months since the damage was done by the Bricks.No store representative has contacted me so far. Bricks is delaying the case purposely.
Final Consumer Response /* (3000, 14, 2016/05/25) */
I have called them and asked them about the cheque. I was told that the cheque is not available and they do not know how long it will take to get the cheque issued.
Final Business Response /* (4000, 16, 2016/05/30) */
Release letter has been signed by the customer on May 27th 2016, and cheque was also provided at the same time.

Revdex.com COMPLAINT; CUSTOMER RETURNED MY CALL, OFFERED OUR APOLOGIES ON THE BRICKS BEHALF FOR ALL INCONVENIENCES AND FRUSTRATION THIS MAY HAVE CAUSED. CUSTOMER IS UPSET AS THIS IS THE SECOND TIME THIS ISSUE AS OCCURRED ON THEIR LIVING ROOM SET. OFFERED TO FOLLOW UP ON PARTS, I INFORMED THE CUSTOMER THE REASON OF THE DELAY IS THE PARTS ARE COMING FROM ITALY. OFFERED 2 OPTIONS. 1) FOLLOW UP ON PARTS, AND SEND TECH TO COMPLETE REPAIRS ON LT 540166 AND WAIT FOR PARTS ON LT 540164, WHICH I WILL FOLLOW UP AND SEND TECH AS SOON AS POSSIBLE AS PARTS ARE IN, OR 2) RESELECTION USING EXT WTY. CUSTOMER WILL CALL ME BACK WITH DECISION, [redacted]

Thank you for taking the time to write to us, and letting us know of your concerns.We are sorry to hear of your disappointment with this situation.Due to sanitary reasons, bedding accessories such as linens, pillows and mattress pads, etc., are non-returnable and are considered final sale. Pillows...

and mattress pads come with a manufacturer’s warranty, so please ensure you refer to the warranty card insert included in your product for warranty details.The Brick would be more than happy to provide great pricing on a new mattress pad, therefore we are unable to return the mattress pad.

Store manager Sagar left a detailed message explaining our inability for repair due to tech. report it is normal wear and tear And customer called few days before 5 years warranty expires. I also left him with my contact information If he wants to discuss further. Due diligent was done by store, work order done on Feb. 8th, tech visited on Feb 15th with report normal Wear and tear and nothing need to be done. Feb. 22nd decision was informed to this customer. Customer called back on March 23rd to escalate to manager level, Vicky called him back on March 28th, No reply she left message. Customer called back on April 4th confirming received message and not happy with decision. He was once again explained reasons and findings from tech that his sofa will not look 100% after 5 years in use and Still in very good condition. ( pictures are with us and as confirmed by tech.) At this time he sent in their Revdex.com complaint and Vicky once again talked with him explaining our decision but he won’t accept. Today Sagar also reviewed all the information and left message for him that our decision is final. Once again if he call me after getting my message, I will try my best to explain this customer but we are not going to Change our decision.

Initial Business Response /* (1000, 5, 2015/12/10) */
The customer has contacted and delivery has been scheduled for this Tuesday December 15th with an inspection to be done.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I accept the response because they said I will get my dresser on 15 December & I can't wait more.
Final Business Response /* (1000, 15, 2016/03/14) */
We have tried to reach out to the customer, therefore no answer and no voicemail to leave a message. On March 6th the refund was processed for $267.81 that will show on his next statement.
Final Consumer Response /* (3000, 17, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On March 6, 2016, I had to personally go to the Brick store to have them fix the error. I made three phone calls prior to that. First time in the month of Feb, when I was told that the error was fixed and second and third time after receiving March statement. This time I was told that I have to go back to store to fix this. [redacted]

Store manager has tried reaching out to the customer to find resolution, therefore without success. Would there be a preferred contact number you may be reached ? You may also reach Ira at [redacted] at your earliest convenient.The sofa was purchased AS IS liquidation item. The customer had a...

delivery company [redacted] pickup their order from the store as The Brick didn't offer delivery service in their area. The power recliner was working fine when [redacted] picked up the sofa,  and seems they damaged the sofa quite a lot in their delivery process. Any damages that happened to the product the client has to deal with the delivery company.Credit in the amount of 100$ was written up for these inconveniences.Ira would attempt to order the adapter and power cord for the recliner, therefore request a return call to proceed.

Complaint: [redacted]
I am rejecting this response because:  The first 6 months with the mattress we slept fine, than we started feeling like we were sinking into the mattress.  [redacted]  [redacted]  My wife and I both could not sleep on the mattress and the Brick told us that the warranty is good for five years so we should wait another year or two for the mattress to sink more.  Than we could get it warrantied.  We did not feel like we should have to suffer through anymore painful nights, [redacted].  So we bought another mattress from another store,  and now we both sleep fine.  We feel like the amount the mattress has sunk is irrelevant to the fact that we cannot sleep on it and the amount of pain and discomfort we experienced.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On Wednesday we were told that the order had been cancelled and we would be able to get our refund in Fort McMurray on Thursday. On Thursday we were not able to get our refund and on Friday we were called by The Brick to inform us the delivery truck was at our old residence in Edmonton. The order was obviously not cancelled and they were still attempting to send the furniture we did not want.Around 12 I called the store and after waiting for a while on the phone was able to get to a customer service representative. This employee said Sue was unavailable and took a message and told me she would get it to Sue. Around 5:00 I called again and asked if Sue was in. She was. When I asked about the message, she said she never received it.I then told her what occurred and for some reason she was able to get the order closed and my money refunded in only 30 minutes. That was great, but I still don't understand why that wouldn't have happened when we asked already on Wednesday. [redacted] When asked how I would be compensated for all the of the issues that occurred I was told by Sue that she would contact The Brick manager in Fort McMurray and give us "a deal". Not only do I not want to give The Brick another cent. I want to be compensated for the hours of wasted time and the rental fee for having to get a U haul in order to get a mattress because of the extremely short notice they gave us when saying they could deliver our original mattress. Also I think I should receive a refund on the commission fee from Lucky, our original salesperson, [redacted] These are just a few ideas on what The Brick can do to make us even.           
Sincerely,
[redacted]

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 item is correct in appearance, however I want the swivel base with massage.  I don't need the power recline, and don't want the stationary base, I need the swivel base.(with massage)
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2016/05/24) */
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. Phone number provided doesn't...

give me access to the file.
Initial Consumer Rebuttal /* (3000, 15, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number on file should be [redacted]
The couch and love seat are on 2 different invoices with a note stating the love seat is covered under the couch warranty. The invoice numbers are
couch: [redacted]
love seat: [redacted]
Thank you for the response and for looking into this.
Final Business Response /* (4000, 21, 2016/06/02) */
total amount with taxes is 867.81$ to apply towards another living room set. We provide the customer 30 days to visit the store to re-select. We offer the amount paid by the customer to apply towards another set. Customer is to visit the store, store manager would be more than happy to assist.
Final Consumer Response /* (4200, 23, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a little better. We were not offered $867 we were offered $760. That is still less than what we paid for the previous furniture however. We tried to discuss the issue with the manager who did not try to find a resolution we were happy with. My main concern still isn't being addressed though. I can't re-select within 30 days. No items available cost less than the credit available. I do not have the extra money to pay the difference right now. We were never advised of the 30 day limit before acting on the warranty or we would have waited. The fact that were told that the old furniture would be taken back and we would be charged for its removal still hasn't been addressed.

Customer returned the call, waiting for a call back for resolution

Customer sent an email indicating that he spoke to the store over the weekend and the file could be resolved.

Revdex.com:I have reviewed the response made by the business...

in reference to complaint ID [redacted]. I am unfortunately still waiting on three pieces from my order. I have been told to call Friday August 12 to confirm pieces are in stock and available for delivery. So the saga continues. I still stand firm on my previous statements regarding never using or referring this company again.
Lets hope I receive my furniture in a timely fashion, undamaged, and never have to deal with this company again
 
Sincerely, [redacted]

As per the Satisfaction Guarantee section on The Brick's Website, it is indicated that we do not accept returns for furniture once customer has taken possession. This is online here: [redacted] We have also included a screen shot of the noted section. All products...

include specifications and measurements for the customer to ensure they are able to check fit and sizing prior to ordering.Additionally, the customer would receive an email at the time of purchase indicating "Important Information" about their purchase along with full links to all policies. We apologize that we are unable to authorize a return for the customer.

We appreciate you taking the time to reach out to us with regards to your concerns, 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 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,
[redacted]