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The Brick / refund

1 Calgary, Alberta, Canada
Contact information:
Phone: 403-217-0426

Email sent to The Brick and the Better Business Bureau this morning:

I am so frustrated, I don't even know where to begin.

In August, my fiancé and I were very excited to purchase a bedroom set and range from you on a Brick Card (payments deferred for 8 months). The bedroom set was delivered without legs; and then the next day, a range with a broken element came. After a couple of weeks of calling the Deerfoot Meadows store EVERY DAY and never getting a call back (though we were always promised you would call back), eventually we were directed to your warehouse, where we waited for an hour and a half and still no one helped us. The next day, we went directly to the Deerfoot Meadows store where people actually had to talk to us, and a supervisor agreed that everything should be refunded because of our horrific experience.

I wish I could say that the terrible service ended there, it didn't. Getting your company to actually pick up the incomplete bedroom furniture and range proved to be just as frustrating. We booked the upcoming Saturday for the pick-up. That morning, a mover called to say he would arrive in the next couple of hours to pick up the bedroom set. When I asked about the range, he said he had no information on picking up the stove as well. He said he'd call the store to confirm and call us right back when he received clarification. Guess what?! He never did call back. We waited until noon, then called the store to ask if he'd been delayed. They told me that we were mistaken, that they were scheduled to pick up the furniture the following Saturday. When I told her that this made no sense as I had talked to the mover earlier that morning, she insisted that I was wrong. I got off the phone in disbelief. My fiancé called back and insisted that they look into the situation, and it turned out that the mover had rescheduled the delivery date and didn't call back to tell us. Sensing my fiancé's frustration, they reschedule the pickup for that Monday. My fiancé waited most of the day and no one showed up. He went into the store again, where he was told they were coming on Saturday. He spoke with Dawn and she was helpful, and made sure the furniture was picked up Tuesday morning.

Unfortunately, this is not the end of our story. We had planned out equal payments to pay-off the bedroom set before the eight months to avoid interest payments. As such, I made a $350 payment on August 27th (before the chaos, before knowing that dealing with your company would be pure hell). A few days after the movers picked up the furniture, our account read zero. The problem? Our $350 payment should be refunded! For the last couple of weeks, I've been calling The Brick's Financial services( [protected]), trying to get my money back. They kept telling me that it was under investigation and that I'd be contacted when a decision was made. Yesterday I received a message saying I should call them back, so this morning I did. They said I need to call Deerfoot Meadows store to ask about being refunded the Administration fees and Environmental fees (for the removal of our old stove). I totally understand that I need to pay the $25 Environmental Fee because we did receive that service. Other than that, we have received nothing but frustration and wasted time from your company, WHY WOULD WE PAY ADMINISTRATION FEES FOR SERVICE AND PRODUCTS WE DID NOT RECEIVE? As it stands, we have no products from the Brick, and we will NEVER shop there again, so we'll never need to use the Brick Card. In fact, we want it cancelled and destroyed. We want $325 refunded immediately (minus the $25 Environmental fee).

To be honest, I suspect that I will never receive a reply to this email as I've never received a call back from your store or reply to any emails. Your customer service is atrocious! I will be sure to let all of my friends and colleagues know how terrible our experience was.

Rona MacEachern

Ro

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