The Brick Warehouse LP(Edmonton)

Initial Business Response /* (1000, 5, 2016/03/10) */
We thank you for taking the time for sending in your emailWe 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

Initial Business Response /* (1000, 5, 2016/05/24) */
Customer has been contacted by our warranty management team, Customer mentioned they had already went out and purchased another unit and no longer needed the Bricks assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive any money back for a microwave that was only operational for mosThe Brick warranty wanted me to pay for laborIt took too long for someone to come and look at it in the first place then another long period of time for them to order the part and come back to replace itI didn't get one year out of it*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

We are sorry to hear of your dissatisfaction with this situationThe Brick is offering great pricing on new box springs, therefore unable to replace them under warranty

Initial Business Response /* (1000, 5, 2016/04/13) */
Our customer service has reached out to the customer, service call has been opened to have a technician reassess the product
Initial Consumer Rebuttal /* (3000, 12, 2016/05/18) */
I replied to the Brick, to send the technicianLast month
he came and took some pictures since then no reply from the BrickPlease advisethanks
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Final Business Response /* (4000, 16, 2016/06/07) */
Customer had a technician repair the sofa, and loveseatThey are unhappy with the repairs as they find the product uncomfortableTechnician was resent to verify if repairs were done correctly, thus repairs have been done appropriately and no defect foundComfort isn't something we cover under the extended warranty programWith time the cushions will soften
Final Consumer Response /* (4200, 18, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Brick fixed my Love Seat sofa years ago, as well as year agoUnfortunately upon its return, it did not have the same level of softness which came with the original sofa cushions upon purchaseThe sofas are far harder than they were when originally bought and I would like this remedied through the warrantyAs well, the seams were not repaired correctlyA comparison between model sofas and the one we currently have shows that they have been completed differentlyWe've had the sofa for over years with multiple repairs and we hope that this can all be fixed one final time*** *** ***

If a credit is issued under warranty, it is for re-selection only and must be used towards another washerIt cannot be used towards other products*** will provide the amount paid by the customer at the time of purchase to reselect, which the credit in the amount of 504.52$ including taxes has
been processedCoverage under this Plan starts on the original date the Product is delivered to you and stops at the end of the Protection PeriodIf for any reason *** supplies a replacement Product under this Plan, the coverage under the Plan is then deemed to have been fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for itI have attached a copy of the sales order invoice showing the amount paid

Voicemail message has been left for the customer by Joan, Operation ManagerRe-selection is being offered as good will, customer is to visit the store within days. Thank you! *** *** * *** ***
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Store manager spoke to customer and we will be sending out a technician to assess the damages on the unit prior to decision being madePending report

Thank you for taking the time for sending in your complaintWe are truly sorry to hear about your experienceWe 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 appreciatedThe phone number provided above didn't give me access

We are sorry to hear of your disappointment with this situation.Unit was assessed and report was submitted for resolutionCustomer will be contacted to discuss

Thank you for taking the time to share your concerns with usWe do require more information so we can access your file, such as phone number used at the time of purchase or the invoice number

Initial Business Response /* (1000, 13, 2016/05/05) */
We are truly sorry to hear about your recent experience with The BrickWe 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 appreciatedUnfortunately the phone number provided above didn't give me access

The loveseat has been received from the vendor, and delivery date may be confirmed with customer service at store level.As per The Bricks policy, customer has days to report any damages

Please let us address the complaint as presented by the customer. My complaint is the Brick's un-advertised and lack of disclosure telling purchasers that the Brick has a no return policy on any item purchased in their storeThe only notification is on the back of the invoice taht you
receive only after you have made the purchaseWe do advertise our returns polices, price guarantees, refund procedures etconline. We post there as well as having the same information on the back of our customer invoiceAs a result, I filed on a on line complaint on the Brick's website requesting consideration for a refund or store credit and that I had been a loyal brick customer for over yearsThe complaint was sent back to the abbotsford store as I received a call from the store operations manager, same person who we talked with before, re-affirming their corporate policy of no returns periodAll customer complaints are handled by our store locations. An escalation to a manager is available to every customer. If a customer wishes to escalate this further it can be forwarded to a Regional Manager for review and customer discussion. Our Customer Experience Team at corporate office does not make decisions to supersede a store decision especially when the store is following company direction and policy. Our responsibility is to ensure a customer is respectfully treated and communicated with by a store to understand their concerns or complaints. We also open a ticket for each customer to better understand why our customers are not understanding or happy with issues with the Brick. My complaint is that there is no consumer protection in place, the no return policy is not advertised or explained by the sales staff when making a purchase, and the the only way the consumer would know is reading the back of the invoice after the purchase is paid for and you are handed the receipt invoiceIn the store during the sale, the sales consultant has a worksheet and checklist that a customer initials to indicate they have received all the information required to complete the sale including returns policies. We do show the customer’s initial on this document which can be supplied if necessary/ “We are proud of our customer service polices, service commitment, sleep satisfaction guarantee and price guarantees. Did we make you aware of the benefits?” Although we can empathize that the customer has made a purchase elsewhere with another retailer and now wishes to return their product to us, the store has complied with all direction in question with the customer and with the Brick

Please refer to Appliance And Electronics Coverage *** (extended warranty
coverage document provided upon purchase)PROTECTION PERIOD AND SERVICE COVERAGECoverage under this Plan starts on the original date the Product is delivered to you and stops at the end of the protection periodIf for any reason *** supplies a replacement Product under this Plan, the coverage under this Plan is then deemed to have fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for it

Complaint: ***
I am rejecting this response because:I would like to clarify the timeline of how things - sagging of the mattress - transpired:- May 20, - BED FRAME ITEM CODE: *** *** *** $ was in use -- I STILL HAVE THIS IN MY YARD AT PRESENT AND CAN SHOW YOUR REPRESENTATIVE OR *** *** ***May 20, - *** bed frame was DELIVERED AND USED -- pls refer to the picture sent as it has the delivery date on it; I can provide you with the receipt to prove the purchase was made in May, as well.July 29, - mattress was inspected by The Brick representative.The *** Bed Frame has only been in use for a period of MONTHS (May 20, to July 29, 2017) when it got inspected by your representative for warranty issues -- saggingI have explained all these facts in the very first complaint email I sent.QUESTION: Should the mattress sag that much in a span of months??? Please forward this timeline to the company if you're saying that they have the last say in this claim as I believe that they have to review the quality of the product they are selling. Sincerely,
*** ***

Can you please provide in attach document a copy of the front and the back of the invoice ?We have also received notification from the store, manager left a voicemail message to discuss your concerns further

Customer has been contacted by the store management team, microwave has been received at the warehouse by the vendor and being transferred to the store for August 6th Once product is received, the store will contact the customer to visit the store for pickup.Thank you for letting us know about
your concernsWith feedback from our customers, we learn and grow as a company

Store manager has contacted the customer and resolved their concerns to their satisfaction

We are sorry to hear your TV was delivered with a damage, The Brick does have a day policy to report any damages upon receiving their purchase Can you please provide pictures of the box (each angle) and of the TV showing the damage ?

We have been very clear with this customer that we will not return the beds if they are broken which she claims they are. We asked for picture right from the being of this process which she has declined. Having talked to the sales person we are more than comfortable with our
decision. The customer was looking to purchase the lowest priced bed they could find and did not listen to the sales person recommendations to purchase a higher quality bed. *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** ** *** *** We believe this is a customer issue and not a Brick issue