The Brick Warehouse LP(Edmonton)

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 informationIf you could please provide the sales order invoice it would be much appreciated

Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ Customer has been contacted by the store manager, refund was offeredCustomer will be visiting the store shortly Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/05/04) */ This complaint was resolved! The manager phoned me directly and was extremely pleasant and willing to resolve this matter I was refunded in full and without much hesitation [redacted]

Store manager Sagar left a detailed message explaining our inability for repair due to techreport it is wear and tear And customer called few days before years warranty expiresI also left him with my contact information If he wants to discuss furtherDue diligent was done by store, work order done on Feb8th, tech visited on Feb 15th with report Wear and tear and nothing need to be doneFeb22nd decision was informed to this customerCustomer called back on March 23rd to escalate to manager level, Vicky called him back on March 28th, No reply she left messageCustomer called back on April 4th confirming received message and not happy with decisionHe was once again explained reasons and findings from tech that his sofa will not look 100% after 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 acceptToday Sagar also reviewed all the information and left message for him that our decision is finalOnce 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

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

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

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 informationIf you could please provide the sales order invoice or phone number on file it would be much appreciated

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ We apologize on The Bricks behalf for all inconveniences and frustration this may have causedDelivery is scheduled for February 27th on delivery with no delivery fees

Customer was already in the store and dealt with the store managerThey were explained they were sold what they saw in the tent and they agree they got what they saw in that configurationThey were charged the exact price they agreed onThere was nothing else to be done for the customerThanks

Initial Business Response / [redacted] (1000, 6, 2015/11/25) */ We would be more than happy to look into your situation further but require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciatedThe phone number provided above is missing a digit Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My contact number is XXX XXX XXXXI want to work this out too as I am a regular customer for the business Final Business Response / [redacted] (4000, 16, 2015/12/05) */ Client came into store and we pulled up a copy of her original application, which has a separate signature for the payment protection planThe client had signed for this to be added to the cardWe explained to her that we could send in the cancellation and that no charges would be added in the future however charges that were already on the card would still need to be paid, as she had the insurance for that time period Final Consumer Response / [redacted] (4200, 18, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that the girl explained me the story but this is wrongI told the sales person at the time of purchase itself that I don't need any insurance and he took the signed form from me saying that he will fax it to the bank which he obviously forgot to doAfter 2-months when I went to the store to enquire about the charges there were girls at yhe customer service desk who looked into the account and assured me that they are doing some sort of "we care" adjustment and I should be able to see the reimbursement in the next statementWhen I went to the store the following month I was again misguided by the customer service people by saying that theh are checking with the bank as store have sent them all the information they were looking for any the store will give me a call to update which again they never did During those visits no one told me anything about the internal process they followAfter one month when I received my statement and agin didn't see any adjustments I went to see the store manager which was another horrible experience I waited for her to come and talk to me for good minutes even when she knew I was coming to the store to see herAnyway when I explained her the whole story she started explaining me the internal process they follow for the approval of credit card and insurance waiver form which I don't understand why she was expecting me to know as a customer Its completely the sales person's fault who forgot to fax the form to bank for insurance waiver, the store should own the mistakes of their employees an return my $

Reference customer code [redacted] Sales Order Invoice [redacted] [redacted] The Brick offers a one year warranty on the product if no extended warranty is purchased.Customer reported defects in the leather on November 30th 2016, and a technician was sent out to assess the product.They have been offered options which are the following: 1) replace the seat casing on sofa OR 2) replace the sofa.If for any reason, The Brick, at its option, supplies a replacement or settlement for the product under this Service Agreement The Replacement Product the coverage hereunder is then deemed to have been fully expended on all pieces notwithstanding the Protection Period.This set is 100% genuine leather and that although rare genuine leather can pealWe have explained that it requires maintenance to keep it soft, prevent the various stages in dryness which can bring it to the point of peeling.The Brick is offering the above two options, 1) replace the seat casing on sofa OR 2) replace the sofa.We apologize, a refund is not something we offer [redacted]

Client has been contacted in regards to options for warranty claimTHey chose to go with replacementPaperwork has been processed and waiting for inventory to arrive at DC for delivery

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 ThursdayOn 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 EdmontonThe order was obviously not cancelled and they were still attempting to send the furniture we did not want.Around I called the store and after waiting for a while on the phone was able to get to a customer service representativeThis employee said Sue was unavailable and took a message and told me she would get it to SueAround 5:I called again and asked if Sue was inShe wasWhen 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 minutesThat 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 centI 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 mattressAlso 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] ***

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 floorWith regards to the dinning chairs, an inspection has been requested prior leaving the warehouse

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

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 damagesItems have been replaced on April 8th

Thank you for letting us know of your concerns, and we are sorry to hear of your disappointmentWe apologize on behalf of The Brick for any inconveniences this experience may have causedCustomer has been contacted to advise the washer hoses are available at the store to pickup, and the washer was exchanged on July 19th

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

Initial Business Response / [redacted] (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 / [redacted] (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 December & I can't wait more Final Business Response / [redacted] (1000, 15, 2016/03/14) */ We have tried to reach out to the customer, therefore no answer and no voicemail to leave a messageOn March 6th the refund was processed for $that will show on his next statement Final Consumer Response / [redacted] (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 errorI made three phone calls prior to thatFirst time in the month of Feb, when I was told that the error was fixed and second and third time after receiving March statementThis time I was told that I have to go back to store to fix this [redacted]

customer was given missing glass and a credit in their account for $

We are sorry to hear your experiencing issues with your sofa purchased in 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