In November 2009 I purchased a king mattress. I purchased it for delivery the day after I moved into my new home. On the day of the delivery, the men brought a queen-sized mattress and began to argue with me that that is what I purchased. Upon showing them my invoice, it was clear that I had bought a king. So, another week passed until the delivery of the king mattress. However, upon delivery of that mattress, it was NOT the mattress I had ordered. I then went through SIX MORE MONTHS of waiting for The Brick to resolve the issue. I was told that the style of mattress I had purchased was no longer available (there was some mix-up with the item number with Simmons and The Brick) and that I was to wait for the new line of Simmons mattresses to come into stock to make a reselection. I was also told to talk to the Simmons representative, which I did even though I do not feel that that was my job. After months of waiting (as I was told it would be March, then April, then May) and two failed mattresses, I finally returned the reselection mattress in July and went to Sleep Country Canada for service that was unbelievably great! I vowed never to shop at The Brick again.
This November, 2010, I decided to give The Brick another chance to earn me back as a customer. I went in to look at sofas and dealt with a very nice sales lady. Part of the reason I decided to go with the sofa I chose was because not only was it a sofa bed sleeper but that I’d have it in time for my party in December. I borrowed a cushion to see if it would match my carpet, and from that cushion I also chose a paint colour to match as I had my entire basement painted prior to the delivery. I then went and purchased the sofa bed, chair, and ottoman and was told that the sofa could be delivered within two days; however, upon delivery, everything went downhill.
The first attempt to deliver the sofa bed met with it damaged upon arrival and it did not have matching feet to the ottoman and chair as I was lead to believe upon purchase. The chair was also damaged, the drivers damaged my house (several walls including the newly painted walls and hardwood floor), and the drivers were so rude to me that I literally felt violated upon them leaving my home. Thankfully I had a Sears carpet cleaner here who witnessed it all. I made several calls that day while the drivers were here and also spoke with the distribution manager via the driver’s cell phone regarding the feet on the sofa. I also submitted my pictures, via email, and complaint to the general sales manager whom I had also dealt with regarding my mattress issue as noted above. I was told that once the sofa bed was delivered that compensation of some kind would be dealt with then. So, we scheduled another delivery for the chair and sofa bed.
Upon attempt #2 the chair was exchanged but the sofa bed that showed up was damaged, and still had the wrong feet, so I did not accept delivery of it. I then called The Brick again explaining this issue. In my opinion, it was the same damaged sofa bed from the week prior; however, I was told it was not. It was clear at this point, I would now no longer have the sofa bed in time for my party, one of the main reasons why I decided to purchase from The Brick. I was also told that upon further investigation that the feet that the sofa bed has are in fact different from that of the chair and ottoman. Why would I purchase something that doesn’t match? I believe that to be false advertising. After already having the basement painted and having the chair and ottoman, I decided to still go ahead with the sofa bed.
For attempt # 3, following my party I might add, I was called in the morning to set up a delivery time window. I was originally told 4-7pm; however I explained that I would not be home. So I was called back within five minutes and told that they could deliver my sofa between 10am and 1pm. I spent 3.5hrs PAST the three hour window of delivery (6.5hours) and made 3 calls (2 voice mails) to The Brick regarding the “no show” and no call. The one time I spoke with someone directly she said she had tried to call the drivers and got no response. At 4:30pm I had to leave for an appointment so I called The Brick and said I was leaving. I came home at 7:30pm to find that I received no call from The Brick explaining what had happened or a request to call back to reschedule. The following day when I finally got a hold of the manager, she told me that the driver’s slip said that they attempted delivery at 7:50pm and no one was home. First of all I was home and no one ever did show up (even as evidenced by no footprints in the snow) and secondly 7:50pm was 6hrs. 50min. PAST the 10am-1pm window! I was not impressed that one day during my holidays was completely wasted on a ‘no show’ without so much as a call!
Attempt #4 for this sofa was last week, and once again upon arrival, I asked the drivers to inspect the sofa for damage on the truck prior to bringing it into my home. It was damaged so once again, I STILL DO NOT have what I’ve paid for. I called the manager right away but was told she was on holidays so I left another message regarding this unresolved issue and she did not get back to me upon her return so I made three calls today. I have decided to return the chair and ottoman, and the no-show sofa. I have also asked to compensated financially for the damage to my home. How much patience is one customer supposed to have? How much of my time is going to be wasted waiting for an undamaged item? How many damaged items am I going to continually be sent? How much damage to my home and rudeness from drivers is one person supposed to take? I highly doubt I will be compensated but I can assure you, I will NEVER EVER SHOP AT THE BRICK.
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