The Brick reviews and complaints 5
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The Brick - Dissatisfaction guaranteed
As long as you like the item you bought, all is fine, but watch out when you have a problem. I have been a long time Brick customer and will never buy there again. I bought a bed and a mattress set and had problems with both. They started spouting fine print and they made no effort to solve either problem. Now, I'm stuck with a mattress I cannot sleep on. What do you do when you spend $2, 000 dollars and have to throw it away? They advertise satisfaction guaranteed, but it is dissatisfaction guaranteed. If you buy enough stuff, eventually you'll run into a problem and then their attitude is "too bad, sucks to be you! Gotcha!"
Desired outcome: Get a product replacement
The complaint has been investigated and resolved to the customer's satisfaction.
Replied
The Brick - Ordered and fully paid for a sectional on August 16, 2020 - still no delivery date set, contact from the location is non-existent
Paid in full for Sectional on August 16, 2020, we were given a date of "Early October" for delivery.
No contact - I call the store and ask for more information and an ETA - They tell me now its expected sometime in middle of November
No Contact - I call the store again the first week on November and ask for an ETA
They tell me the 3rd week in November
No Contact - I call the location again on November 21 (going into the 4th week of November) - they tell me they dont know
I called again 2 days later and a representative told me the manager would call me back - no one called back
I got a hold of someone last night (Nov 26) and I was told now to expect in the 2nd week of December.
I could have earned interest on my money over this 4 month period. I am appalled at the way I am being left hanging without any information.
Is my money being stolen? - That's how I feel right now.
I need a delivery date AND a guarantee of what will be done if that date comes and goes and my couch is not yet delivered.
Time to act professional now.
Thank you for your time and attention in this matter.
I expect a satisfactory resolution in proposed by your team without delay.
The complaint has been investigated and resolved to the customer's satisfaction.
We are sincerely sorry for the negative experience and would be interested in looking into this further. Please email all your details to reviews@thebrick.com. We hope we can be of assistance going forward!
The Brick - Firebox
ongoing complaint updated on 7 January 2020. Still no response from The Brick customer service regarding complaint.
Ongoing complaint log. no resolution from store, nor feedback from The Brick hq. Details of ongoing complaint as below.
Ongoing complaint. The Brick.
To recap, Missing part request
1. Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2. Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3. Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10. 21st December, no call was received as promised.
11. 21st December E MAIL COMPLAINT SUBMITTED AGAIN.
12. 22nd December, still no contact from store or via complaint board.
13. 23rd December, still no contact from store or via complaint board.
14. 24th December, still no contact from store or via complaint board.
15. 25TH December, B/H. Still No contact.
16. 26th December, Still no contact.
17. 27th December, Still no contact.
18. 28th December, Still no contact. (2 full weeks from last call, promised a call on 17th)
19. 29th December, Still no contact.
20. 30th December, Still no contact.
21. 31st December, Still no contact.
22. 1 Jan 2020, Still no contact.
23. 2 January, attended store. Staff advised me new one ordered, not in stock, will be delivered next week.
24. 3 January, call from store to confirm delivery on 7th January.
Will receive call on 6th to confirm delivery slot. Driver will remove dismantled defective unit.
25. 7th January 2020. 0917 the delivery driver from the Brick arrived, with only a firebox, not the complete unit, and had no instructions other than to take away a firebox, not the complete dismantled unit. Clearly yet again there is an understanding difficulty in the staff appreciation of the issue, despite clearly identifying a missing internal structural part that prevented the entire firebox being built. Yet again I will have to attend the Newmarket store, causing lost working time and additional expenses.
I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.
Robert steel
classic flame fireplace
26mms9872
part missing is "L"
UPDATED 14TH JANUARY 2020.
Ongoing complaint log. no resolution from store, nor feedback from The Brick hq. Details of ongoing complaint as below.
Ongoing complaint. The Brick.
To recap, Missing part request
1.Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2.Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3. Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10. 21st December, no call was received as promised.
11. 21st December E MAIL COMPLAINT SUBMITTED AGAIN.
12. 22nd December, still no contact from store or via complaint board.
13. 23rd December, still no contact from store or via complaint board.
14. 24th December, still no contact from store or via complaint board.
15. 25TH December, B/H. Still No contact.
16. 26th December, Still no contact.
17. 27th December, Still no contact.
18. 28th December, Still no contact. (2 full weeks from last call, promised a call on 17th)
19. 29th December, Still no contact.
20. 30th December, Still no contact.
21. 31st December, Still no contact.
22. 1 Jan 2020, Still no contact.
23. 2 January, attended store. Staff advised me new one ordered, not in stock, will be delivered next week.
24. 3 January, call from store to confirm delivery on 7th January.
Will receive call on 6th to confirm delivery slot. Driver will remove dismantled defective unit.
25. 7th January 2020. 0917 the delivery driver from the Brick arrived, with only a firebox, not the complete unit, and had no instructions other than to take away a firebox, not the complete dismantled unit. Clearly yet again there is an understanding difficulty in the staff appreciation of the issue, despite clearly identifying a missing internal structural part that prevented the entire firebox being built. Yet again I will have to attend the Newmarket store, causing lost working time and additional expenses.
26. I attended the Newmarket store at just after 1000 am the same day, 7th January 2020. Customer service woman that has dealt with me on each occasion was consulted. She admitted that she only ordered the firebox by mistake. I clearly indicated that this was not good enough and a full refund was required. The shop manager attended, was briefed and he agreed that a full refund would be in order and that dismantled fireplace would be collected. The refund to take place once todays firebox was received back. A call would be made to me to arrange.
27. 8th January 2020, no call from brick as promised to confirm returned firebox and to make refund to me.
28. 9TH January 2020 at 12 32, I had to call the location as no call was received as promised confirming return of firebox. Refund details for my credit card were given. This was to be made instantly and arrangement to collect unwanted dismantled unit.
29. 10 January 2020, 1109 hours, my credit card balance Was not showing refund. I did not receive a call or e mail to confirm the collection date of dismantled parts. E mail complaint submitted again, as yet no messages have ever been replied to.
30. 10 January 2020 a voicemail message received to arrange pick up of unit. Still no refund.
31. 11 January 2020. 1120 hours I called the store, the receptionist was unable to arrange pick up, had no knowledge why my refund had not been processed. I was told original staff member was in at 1pm, she would call me. Clearly yet again the efficiency of staff is lacking and the aggravation continues.
32. 11 January 2020. I called the brick again and was speaking to the lady who has dealt inefficiently with the whole matter. I was now told that the refund of my money would now not occur until The dismantled firebox was collected from me, because there is nothing on my account. This is in conflict to my speaking with the manager as above earlier in the week. That assurance was that when the wrongly delivered firebox was returned to the store, I would be refunded. The confirmation was made and my credit card details sent, awaiting the call to confirm. I that would be taken into consideration. Then asked for a date to collect. I stated Monday the 13th, to be told we don't do Mondays. I then said Tuesday please confirm a time. I was told we don't do times just a window of 3 hours, told to me the day before.
I made it very clear that the conversation was again being evidenced for supplementary court proceedings if needed. I also highlighted yet another day lost income. I also made it clear that the item being collected is a dismantled fireplace not in boxes and the reason for the entire matter was missing parts in the first place.
I made it very clear that on return of these parts, I expected a full refund, no more excuses, no argument about missing parts etc. This was agreed to by the receptionist.
33. At 2.12 hours Jan 13th 2020, I received a call from the Newmarket store. The caller asking if I had received further feedback from my previous complaints. I outlined that no one had ever contacted me as requested on submitted complaints. The caller re assured me that the firebox would be collected tmrw, a time not known as it's a computer that does it, and not treating me as a priority. By Wednesday on return of my parts, I should get a refund. A marginal apology was made. I outlined my concerns, doubts and frustrations and indicated that I would review matters in relation to compensation and potential civil litigation.
34. At 1.05 hours 14th January 2020, I called the Brick, as whilst at home awaiting the collection of the dismantled fireplace, I noted on the tracker app, that the drivers were sent to my old address, not the new one as per the delivery on the 7th January 2020. It was confirmed then that this is my new address. I spoke to the customer service person who would call the drivers, confirming she had my new address on file.
At 1.50pm as anticipated, I received a call from the same female customer service agent, advising me that no collection would be made today, and apologising, admitting that it was yet again her fault for not updating my address. This clearly is not the case as the address was updated for a delivery on the 7th January.
It is my opinion that owing to the level of inconvenience, aggravation and expenses incurred to date, that a collection vehicle would have been sent at once to collect the item, thus causing no further inconvenience or loss of income.
As a self-employed security consultant, I have yet again lost income today. I insisted that I be treated as a priority for collection of the item, not a computer-generated date, and that I would expect compensation to cover all my costs and loss of income to date. I asked for confirmation by e mail of the new arranged date for collection.
I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.
Robert steel
classic flame fireplace
26mms9872
part missing is "L"
The Brick - Classic fireplace
Ongoing complaint log. no resolution from store, nor feedback from The Brick hq. Details of ongoing complaint as below.
Ongoing complaint. The Brick.
To recap, Missing part request
1.Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2.Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3.Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10. 21st December, no call was received as promised.
11. 21st December E MAIL COMPLAINT SUBMITTED AGAIN.
12. 22nd December, still no contact from store or via complaint board.
13. 23rd December, still no contact from store or via complaint board.
14. 24th December, still no contact from store or via complaint board.
15. 25TH December, B/H. Still No contact.
16. 26th December, Still no contact.
17. 27th December, Still no contact.
18. 28th December, Still no contact. (2 full weeks from last call, promised a call on 17th)
19. 29th December, Still no contact.
I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.
Robert steel
classic flame fireplace
26mms9872
part missing is "L"
The Brick - Front load washer - oe code not draining water
Called the Brick sunday November 17 got passed over to their brick customer care appliance line then from there I passed over to King and state for the warranty in which I have not been successful getting a hold of them and it's going to be two weeks. The customer service sucks something needs to be done about this service! without a washer for two weeks is not acceptable! Machine is 4 years & 2 months. Bought the 5 yr warranty yet can't get it serviced!
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