The Brick Warehouse LP(Edmonton)

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

Hi Cordell,I am writing you in regards to my complaint# [redacted] ,I would like to update my case.I got a call from Brick Windsor on Friday march 3rd ,they are willing to exchange the love seat ,they told me it will deliveron Saturday march 11.But I want the brick to give us the surety that they will give us days to report any defectand year warrantyI hope this time they won't deliver defected and damage furnitureOnce I am satisfied I will close this case.thanks

Thank you for taking the time to write to us, and letting us know of your concernsWe would be more than happy to look into your situation further, therefore require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciated

Customer has not provided account number, phone number, or invoice number and we cannot locate the mentioned purchase without this informationPlease provide more details so we may assist

Initial Business Response / [redacted] (1000, 5, 2016/05/10) */ Customer was provided with several appointments, which some appointments were missedSeveral updates have been provided to the customer as wellSettlement of 450$ cheque, with release form to sign by the customerAll 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 / [redacted] (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 farBricks is delaying the case purposely Final Consumer Response / [redacted] (3000, 14, 2016/05/25) */ I have called them and asked them about the chequeI 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 / [redacted] (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

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

Initial Business Response / [redacted] (1000, 13, 2016/05/24) */ We would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciatedPhone number provided doesn't give me access to the file Initial Consumer Rebuttal / [redacted] (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 different invoices with a note stating the love seat is covered under the couch warrantyThe invoice numbers are couch: [redacted] love seat: [redacted] Thank you for the response and for looking into this Final Business Response / [redacted] (4000, 21, 2016/06/02) */ total amount with taxes is 867.81$ to apply towards another living room setWe provide the customer days to visit the store to re-selectWe offer the amount paid by the customer to apply towards another setCustomer is to visit the store, store manager would be more than happy to assist Final Consumer Response / [redacted] (4200, 23, 2016/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a little betterWe were not offered $we were offered $That is still less than what we paid for the previous furniture howeverWe tried to discuss the issue with the manager who did not try to find a resolution we were happy withMy main concern still isn't being addressed thoughI can't re-select within daysNo items available cost less than the credit availableI do not have the extra money to pay the difference right nowWe were never advised of the day limit before acting on the warranty or we would have waitedThe 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

Revdex.com COMPLAINT; CUSTOMER RETURNED MY CALL, OFFERED OUR APOLOGIES ON THE BRICKS BEHALF FOR ALL INCONVENIENCES AND FRUSTRATION THIS MAY HAVE CAUSEDCUSTOMER IS UPSET AS THIS IS THE SECOND TIME THIS ISSUE AS OCCURRED ON THEIR LIVING ROOM SETOFFERED TO FOLLOW UP ON PARTS, I INFORMED THE CUSTOMER THE REASON OF THE DELAY IS THE PARTS ARE COMING FROM ITALYOFFERED OPTIONS1) FOLLOW UP ON PARTS, AND SEND TECH TO COMPLETE REPAIRS ON LT 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 WTYCUSTOMER WILL CALL ME BACK WITH DECISION, [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 possessionThis is online here: [redacted] We have also included a screen shot of the noted sectionAll 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 policiesWe apologize that we are unable to authorize a return for the customer

We are sorry to hear of your disappointment with regards to a recent experience.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 provided at the time of purchase 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] ***

Complaint: 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]

Complaint: [redacted] I am rejecting this response because: This is a typical cookie cutter response from a big conglomerate company They feel as long as they keep offering a replacement then they have done their due diligence not once taking into account the time and frustration of having to once again make arrangements for delivery and having to put their inferior product together only to find it is again chipped and scratched with blurry glass These flaws are not that noticeable until sunlight hits the tables so I guess as long as you keep them in the basement you won't noticeUnfortunately we did not spend over $on this set to hide it in the basement Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: the store was to call back to confirm pick up at locations, they have only confirmed the pick up of one location and they were to call today to confirm time of pick up and have not heard from them as of yet Sincerely, [redacted]

Complaint: 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 *** I had contacted [redacted] initially by email November during my unresolved satisfaction in November Since I contacted [redacted] on November and spoke with Maureen whom said she would have her manager call me I never received a call so I called back again November Again I was told the same thing It is now December 12th and I still have not received a callToday when I called Maureen suggested I put a foam mattress on top of my $matressI 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] is hiding behind their customer service rep This is unacceptable 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 Sincerely, Jean Despres

We thank you for letting us know of your concernsWe are sorry to hear your washer isn't functioning properly, we can certainly understand this can be frustratingOriginal 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, loudExchange 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] 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 loudThe unit was under the manufacturers warranty, and client was directed to Whirlpool 1-800-461- 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 manufacturerWe 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 usAn 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 customerWe 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 productYou would essentially be eligible for friends and family best offered pricing on your next furniture purchase

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ All necessary documents have been sent to the manufacture requesting return authorization as the customer is within the first year manufacture [redacted] declined replacementCustomer needs to contact [redacted] directly at 1800-807- We apologize on The Bricks behalf for all inconveniences and frustration this may have caused Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you have passed all the information to [redacted] please provide details as [redacted] does not have any details of the fileAccording to them a visit from technician NEVER happened where as technician has visited us times!!! since end of November and tried fixing the unit and it is still brokenand [redacted] denies having any such information Final Business Response / [redacted] (4000, 13, 2016/02/04) */ Information was reviewed with [redacted] , all necessary comments have been keyed in their systemCustomer just needs to provide their phone number at the time of their call which the customer service agent at [redacted] will be able to pull up all informationTechnician from [redacted] would like to visit their home to assess, which customer declinedThe first year warranty is offered by the manufacturePlease contact [redacted] to have them send a technician to assess and take decision Final Consumer Response / [redacted] (4200, 15, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am on phone with [redacted] as I wroteTHEY HAVE NO INFORMATIONBrick has not provided any information to [redacted] and this is getting out of hand completelyTHIS IS THE WORST SERVICE FROM BRICK EVERWhy are you not able to provide us with a file number/Case number/ what phone number did you use??

Complaint: [redacted] I am rejecting this response because: The first 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]