The complaint has been investigated and
resolved to the customer's satisfactionResolved The Brick-Oakdale Sectional Couch — factory defect
resolved to the customer's satisfaction
The Brick SUCKS! They are completely amateur! My wife and I recently made the mistake of purchasing a couch from The Brick. First of all, the shopping experience was awkward because the sales reps followed us around the store like hungry wolves. They also were not very knowledgeable. We tested them a little by asking them a few questions we already knew the answers to, and they often came up short. We should have known better than to buy from the company at that point, but were drawn in with the rock bottom prices. We placed an order for a sectional called The Oakdale, which was reduced in price by about a third, and was on offer for an additional 30% off. Trust me, you get what you pay for! On the day of delivery, the delivery people did not remove their shoes, and tracked dirt all over our suite, which I did not appreciate. They also did not mention that the couch had a factory defect before leaving. The hooks that connect the two halves of the sectional were installed incorrectly. There are supposed to be 2 hooks just under the cushions you sit on, and one of them was 6 inches too far forward such that if you were to connect them, the back of the two halves of the couch would not line up. There also was only one hook for the space between the back of the two halves of the couch where there needed to be two. It was impossible to connect the two halves of the couch! Although I cannot prove that the delivery people were aware of the issue, I do know for a fact that they looked at the hooks to see if they could connect the two halves of the couch. That is a standard part of the installation process they are required to perform. They did not connect the two halves of the couch, and said nothing of the issue before leaving. If they had used the front hooks to connect the two halves of the couch, I would have seen that the back of the two halves of the sectional did not line up. Instead of being honest, the delivery people left the two halves of the sectional tightly close together so that I could not see the problem until they were long gone. It was only after I started moving the furniture around the room to see how everything fit that I discovered that we had received a faulty product. I called the customer service line, and they offered to send a repair person out to move the one hook that was too far forward back 6 inches. I pointed out to her that we would still have holes in the side of our couch if that repair were done. We also would only have 3 hooks, not the required 4 to connect the 2 halves. I told her I would discuss the issue with my wife later that evening, and we would decide what to do. When I told my wife, she was very disappointed, and sad. She called the customer service people and insisted they deliver a new couch as soon as possible, and check it for defects before delivery. The service rep had the nerve to say that she could not guarantee that the couch would be inspected before delivery! How hard is it to check a couch before you deliver it? My wife then cornered the sales rep, and intimidated her into admitting that The Brick was aware of the fact that The Oakdale couch commonly has these kinds of defects! The Brick sends them out anyway! That means that the sales reps lied to us from the moment they dealt with us, knowingly selling us a product they know has issues! We later decided to request a full refund, because we felt that The Brick could not be trusted, and that they did not deserve our patronage. We have been granted the refund, but they still want to charge us a delivery fee! I am so pissed! The Brick sent us a defective product, and now they want us to pay a delivery fee for a couch we do not even own! On top of that, when the delivery people came back to recover the couch, it was the same guys, and they didn't even offer an apology. Just business as usual. The invoice also stated that the reason we returned the couch was because it was too big for our apartment! Bullsh*t! The reason we returned the couch is because it had a factory defect, and I told the sales rep that! So did my wife! Several times! The Brick is completely dishonest, and cannot be trusted! My wife asked the manager to call her to explain why we should pay a delivery fee for The Brick's incompetence, and the coward still hasn't called her yet! That was 2 days ago! I have nothing good to say about The Brick, and highly recommend that everybody just shop somewhere else, anywhere else. It's really just not worth the headache! Their sales reps suck. Their products suck. Their policies suck! Don't give them a dime! They don't deserve it!