The Brick Warehouse LP(Edmonton)

Francis store manager has reached out to the customer to address their concerns.Bed frame is being exchanged, and delivery is set confirmed for April 30th

Thank you for your responseWe apologize, the claim has been reviewed and unfortunately are unable to assist with coverage under extended warrantyWe fully understand you may be disappointed with our decision, therefore we would be more than happy to offer preferred pricing on your next purchase which 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

We are sorry to hear of your disappointment with regards to an online purchaseStore management has contact the customer and TV cleaner is being picked up at the store tomorrowThank you for letting us know of your concerns

Initial Business Response /* (1000, 5, 2016/04/08) */
Our warranty management team has reached out to the customer, we truly apologize on The Bricks behalf for all inconveniences and frustration this may have causedWe are presently waiting for the parts to arrive, customer will be contacted with
an apt
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Having to wait for a month for parts to arrive is unacceptableWe have been told our year old stove is obsolete? We still have years left on the warranty
How would you feel if you could not cook for a month?
Final Business Response /* (4000, 9, 2016/04/13) */
We truly apologize for all inconveniences and frustration this may have causedAppointment has been scheduled for April 13th for repairs
Final Consumer Response /* (4200, 12, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to select Yes, as we are not completely satisfied as this whole experience has left a very bad taste in our mouthsRepairs have been done, and we hope that the stove lasts for at least until the end of the warranty period*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They have replaced the unit with a brand new one and is working fine as of this emailThank you Revdex.com and to the Brick for your action and assistance.
Sincerely, ***
*** ***

Revdex.com:
We did accept the Bricks reponseWe are not totally satisfied from this and still feel we were not treated fairly however due to it being the best we could see getting we went ahead with itI would advise those looking to purchase from the Brick to reconsider
Sincerely,
*** *** *** ***

We apologize for any stress and inconveniences this situation may have caused** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ***Based on the sectional purchase, the item you are reporting would be the armless reclinerAfter discussion with Abilio Operations
Manager this piece will be replaced for you under extended warranty

Initial Business Response /* (1000, 5, 2016/03/18) */
Customer has been contacted by our warranty management team, unit is working fine at the present timeCustomer will call back if further issues

Store manager reached out to the customer to discuss the issue.Salesperson had input the incorrect information when entering the purchase, which was then corrected informing customer.Preferred pricing was offered to the customer on their next purchase

We understand you are reporting several issues with your dinning set purchased in September 2012.We have also received the pictures provided by the technicians visitWe are sorry to convey that the concerns you are experiencing are not considered warrantable. We are happy to abide by the
Terms and Conditions of our extended warranty but the issues described do not fall under a manufacturer’s defect in workmanship, construction or craftmanship. Nor do they appear to have been reported in a timely manner which is one of our provisions for some warrantable issues. 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

Technician was sent out to
assess the mattress set.The Brick offers the service and follow up with the customer as they are The Bricks customer, therefore the warranty is offered by the manufacture directlyInspection was done on March 29th 2016, measurements of body impression found was 1''.Body Impression of 1'' is consider as per manufactures guidelinesIf the body impression gets worst within a few months we would be more than happy to have another technician sent out to assess in order to send all necessary documentation (inspection report, sales order invoice and pictures from inspection) to the manufacture for RA (return authorization) considerationThe body impression needs to be 1,5'' + as per warranty guidelines

We are so sorry to hear your range is damaged, we understand this can be frustratingOur policy indicates any defects or damages must be reported within three days of delivery/pick up of the productThe range was delivered on June 23rd & damages were reported on July 13th The unit
would be under the manufacturer’s warranty, and we can only approve replacement at their directionWe do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to youWe fully understand you may be disappointed with our decisionWe 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 purchaseOnce again, our apologies for any inconvenience you may have experiencedWe consider this matter resolved

Store manager contacted the customer on March 16th to discuss further but they were out of townWe have requested for the store manager to contact the customer once again to discuss their options

Customer has been contacted on July 11th by Vera, reselection has been approved therefore customer will need to pay for the delivery feeIt is for the foams to be more firm as it's a new product, as for the floor model foam is softer do to multiple people trying the productCustomers
concerns were resolved to their satisfaction

Customer has been in contact with the store manager Peter.Email exchange between the customer and Peter, and have settled with option B.Option B: I purchase the recliner piece for $300, and the warranty that is applied to the table is still valid

Complaint: ***
I am rejecting this response because: I maintain my position that the redemption credit should have been automatically transferred to the other purchase after the warranty period has expired The purchase papers (***) can be considered as written intent/instructions for this During that days period, that credit should have been transferred for the ottoman
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/03/10) */
Left message for customer to call storeIf no call back within hours will reach out again
Initial Consumer Rebuttal /* (3000, 9, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my
money back so I can buy a couch elsewhere,***
Final Business Response /* (4000, 11, 2016/03/15) */
Thank you for your prompt replyWe apologize we do not process refundsThe Brick is offering an in store credit for re-selection as this is a claim under extended warranty programCustomer has days to visit the store to re-select
Final Consumer Response /* (4200, 13, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Send someone out to fix it*** I expect to have someone sent out asap to fix it

Customer has re-selected for a different model, we truly apologize on The Bricks behalf for all inconveniences and frustration this may have caused

*
*** ***
I am rejecting this response because: the brick reply did not address the issuethe pictures sent were reported within days from the time it happenedThe skin peeling off was difficult to point out the exact starting time because it started insidiously and it is not accidental damage and it is manufacture defect as confirmed by the brick customer service personal; therefore, the days rules does not apply to the leather skin peeling offAll the rest of the damages were reported withing days from the time it happened
***
*** ***

Complaint has been reviewed and sent to regional management team to look into and addressIn regards to mattress warranty claims, the warranty is held my the manufacturer, not The BrickWe facilitate the claim by sending a technician and doing the preliminary inspection, which is then sent to the
manufacturer to approve or denyWe cannot alter or change the decision made by he manufacturer on a mattress warranty claim