The Brick Complaints - Terrible customer service!

55 days ago by Brett S [send email]

About three years ago I bought a three piece living room leather set that happened to have a promotion offering a free Panasonic TV. I also bought there 5 year Blanket Warranty. About a year after have the couch we noticed some peeling and called customer service. After several attempts they stated it was unrepairable and would replace the sofa. Three months later we did get a new sofa... not bad. Fast forward a two years and several service calls for the cheap TV. I called the Brick Customer Service because the same type of peeling was occurring on the sofa and now the love seat. A technician comes out says they will repair it this time. After no calls for 2 weeks I follow up with them only to be advised that because there was a cat scratch 5 feet away from the peeling part of the couch that the warranty is void and until I pay to have those scratches repaired this conversation is over. Like a sucker I pay a company to come in and repair the 2 cat scratches. It then took one and half months and five calls to customer service stating "I fixed the scratches now can the Brick fix my furniture" politely of course. I never was called back and each time I called they had no record of my previous calls. Finally a furniture consultant comes by the house to inspect and deems the peeling and flaking unrepairable. Why did I spend $150 on cat scratch repairs if they were gonna scrap the furniture anyways? I followed up with the Brick a week later and with little fuss they agreed to exchange the furniture (Couch and Loveseat) for something of equal or lesser value in the store. My wife and I rush to the Brick the same night while thinking this is too good to be true, it was. Because the original purchase gave me a free TV, in order to reselect a piece I like I would owe them for the TV. I have read the fine print on the 5yr Blanket warranty and it does not mention anywhere that if the furniture was part on a promotion(free TV) that you will be limited reselecting only other cheap TV bundled furniture. Even though the price of the New Couch and Loveseat is the same as the purchase price of the old. Everything to do with this store post purchase is the worst customer experience I have had in my life.

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The Brick Complaints - Terrible customer service!

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