The Brick

Purchased two twin beds and frames from the Mattress Store for our parents on November 16, 2019. They were moving into an assisted living facility here in Calgary on December 2, 2019. I emphasised that delivery on or before that date was critical. Told not a problem. That began a litany of shoddy service, mistakes and unmet deadlines. First, they called me to inform me that they had lost one of the mattresses. They provided a temporary mattress but on delivery they forgot the bed frames and one of the box springs was damaged. I had to personally go to the warehouse to get the frames. Another day, they arrived with the damaged box spring they supposedly repaired and it was dirty and torn. We used it until they returned with a new box spring and it was the wrong size! Another day they returned with the mattress that they lost. Yesterday, Saturday January 18, more than two months after the purchase, we finally got the correct box spring but not before they were late outside of the delivery window. Every screwup was met with excuses, no sense of urgency, no apologies and passing the blame on everyone and anyone. I live on the other side of Calgary and this purchase/delivery required me to make six visits and hours of waiting and scheduling and re-scheduling. I was promised $50 as compensation for all the aggravation, gas and lost time. Never received any apologies or compensation, just numerous surveys to rate The Brick "experience"! I acted on behalf of our parents who are elderly and requiring more and more help as they age. I have never in my long life been witness to and experienced such shoddy service and follow up to a sale.
Jeff Holm
15 Mahogany Heights SE Calgary AB.
T3M 0X7
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