The following email explains my complaint. I have sent this to various executives at the Brick and I am not getting a response.
I sent this note originally on May 2nd after we received the wrong colour chairs as I describe below. I deal with Natasha at the Brick superstore in Mississauga and she arranged for the correct colour chairs to be ordered and agreed to credit us 150.00, which by the way has not been done up to now. I do have to say that Natasha was very good at customer service and she did help us initially to feel like you were going to take care of this situation for us.
We kept the green chairs up until last week. Last week my husband got a call from the warehouse stating our correct cream colour chairs were in and that someone would be by to pick up the green chairs and deliver the cream chairs. It turns out that last week, the guys came by picked up the 2 green chairs but did not have our correct cream chairs. I called Natasha and she told me that the sales person made another mistake. He ordered quantity of 1 chair instead of the 2. So now we have to wait another 6-8 weeks to get our set of 2 chairs that we have ordered in Feb and fully paid for back in April. I can’t imagine that you believe that 7 months is acceptable for a customer to wait for 2 chairs. I have to question why we should pay for these chairs at all now. We are reasonable people and understand that mistakes are made in business but at this point our patience is running out. We need you to credit us the total purchase price of these chairs to show some good faith and keep us as customers.
Please respond to us as soon as possible.
Sandra or Ken
Sent: May 2, 2006 11:16 AM
Subject: Customer Complaint - wrong chairs provided
Regional Vice President, East
6765 Kennedy Rd.
Attention: Regional Vice President, East
My husband and I purchased 2 ROWE chairs at the superstore in Mississauga, formerly known as the Homeshow. We purchased these chairs Feb 3rd of this year. The order number is 02036H30585001. The sales person did tell us it might take up to 6 weeks to get the chairs. We accepted this because we only needed the chairs in early May as this is when our family from Europe is visiting. We need these chairs to complete our dinning room.
We picked up the two chairs on Monday April 17th. It took 10 weeks to get the chairs. When we got home my husband unpacked them and as I came down the stairs I could not believe what I was seeing. The chairs are green, we ordered a light cream colour. I called the brick store and after three days of back and forth phone calls I got confirmation that the chairs were ordered with the wrong code. The customer service agent put in a new order and now we will have to wait probably another two months to get our chairs. That puts the total wait time for these two chairs at over four months. This is just ridiculous.
The customer service agent did say that they would try to rush the order to get it in about 6 weeks but we have heard that before. The major problem we have now is that our family from Europe is arriving in 2 weeks and we can’t use these green chairs because they don’t go with our décor and they look awful in our dinning room. We have to store them while we wait for our chairs to arrive. We have been loyal customers of the Homeshow and the Brick, we purchased our Natuzzi leather couches at the Homeshow as well as our coffee tables.
We feel that we should be compensated for this major mistake on your part, in the form of a discount on these chairs. We would like to continue to trust the Brick and continue to shop at your stores but if there is no effort to turn this very frustrating, very negative experience into a somewhat positive experience, I am afraid we won’t trust the Brick and will choose to do our shopping elsewhere in the future.
I hope to hear from you very soon with an offer for compensation.