The Brick Warehouse / sectional week old coming apart

Elisabete Marques & Paulo Araujo
99 Ondrey Street,
Bradford, ON L3Z 2X1
[protected] (Paul)
[protected] (Liz) Elisabete.[protected]

November 20, 2017

16930 114 Avenue NW,
Edmonton, AB T5M 3S2

Dear Customer Service (complaint):


Good afternoon, I am writing this to inform you of how unhappy I am, unsatisfied and the poor quality of the purchase I made at The Brick of Newmarket ON. Has a family we purchased a sectional sofa at this location, which we hoped that we finally had found the sectional after a few months of looking. The purchase was made on Oct 14, 2017 and the sectional was delivered on November 3, 2017.
The sectional has brought us nothing but nightmares, I called on Monday November 13, 2017 for the sectional to be inspected. The inspection was scheduled on Friday Nov 17, 2017, the inspector came in and took pictures. The cushions from the sectional come out constantly with every sitting, one cushion already had the piping moved clocked wise as per pictures, the material is very slippery which makes the cushions unstable. The sectional is a new model. I tried to reach the Manager "Joan" or "Jo", after 1 pm on Monday November 20, 2017 and she had not arrived for her shift to enquire on the inspection report which then I had asked the admin to read to me. At 2.10 pm I called the store again to reach the manager, she was with a customer, so I left a message with Laurie for manager to call me back. At 4.30 pm Joan called me back to discuss that there was nothing she could do, after I told her that the sofa was a week old that was not acceptable for a customer satisfaction. I pay for a product where I could expect at least to last 3 years and not a WEEK. I am so unhappy with her customer service that I never felt this before. Customer have the right to complaint for product that don't meet the customers' requirements, this one did not even last a week. The inconvenience of the cushions coming out all the time is so stressful. Finally, she said that I could have an exchange but I had to pay for delivery, still unhappy that I had to pay for the delivery of the exchange of the new sofa I agreed. Later at 5.02pm she calls back saying that she can't promise what she had mention on the last call, NOW I MUST return the TV which I had received has a bonus from the original purchase. I told her that I will no longer accept her offer since she cannot promise the first agreement. I found her attitude heartless after all we have gone through. I am so disappointed for the customer service I have received from this purchase at The Brick, we have had purchase items before this store and I cannot guarantee more in the future. I know that my purchase does not affect much your sales but what I experienced today will be hard to shop there again. I would like to receive a full refund at this point since manager has offended me and has not been very helpful. Would be great that you could arrange a full refund and the items could be picked up as soon as possible. Please contact me on Wednesday November 22, 2017 at [protected], so this matter can be dealt in a proper manner. Thank-you

Elisabete Marques

The Brick Warehouse
The Brick Warehouse

  • Updated by Liz Marques, Mar 15, 2018

    Just received my placement yesterday March 14, 2018.
    The difference in price is that they owe me $900, the Manager Saeid had guaranteed me that I would be refunded to my original tender.
    They are giving me hassles. Great wait since Oct 2017.

Nov 20, 2017

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