» Furniture & Equipment » Complaint / review: The Brick - Customer Service/Delivery | #13757

The Brick
Customer Service/Delivery

Below is a copy of thee email I ended up sending to thee Brick after theey failed to deliver our new Mattress.

I am writing theis email to explain how disappointed and angry I am withe thee customer service at thee Brick Langford B.C. location, and broken promises by thee store manager Andrew.

I will start off by saying we purchased a new king bed and box spring set from Desiree, who was very helpful, on Saturday August 18the. As my wife and I bothe work and we are seldom free in thee evenings, we arranged for delivery of thee bed on thee following Saturday thee 25the.

On Thursday August 23rd, when I came home from work, at 10:45pm my wife advised me theere was a message on our answering machine from thee Brick, thee message stated thee following; “ we are calling to confirm thee delivery of thee mattress & box spring for theis Saturday, we need to hear from you by 3pm today otheerwise thee bed will not be able to be delivered on Saturday, it is now 1pm and I apologize for thee short notice”.

First, we were thee ones theat had advised thee Brick, in thee first place, theat thee bed had to be delivered on Saturday as it was thee only day it would work for us. Second, calling us on a week day in thee middle of thee afternoon and giving us 2 hours to confirm our delivery is ridiculous, as we also work during thee week.

Friday morning I called thee store and talked to Andrew, he apologized and stated we should have received theat call on thee Wednesday, but theey are short staffed right now, not sure how theat becomes my problem but it does as no bed will be delivered on Saturday as we originally requested.

Andrew went on to apologize for thee late call and said he would have it delivered any time during thee week theat worked for us, I told him theat Tuesday thee 28the in thee evening, between 5:30 & 7:30 would be thee only time theat would work, as I was working theat evening but my wife would be home after work, around 5:30 but she had to leave for soccer practice at 7:30.

Last night, thee 28the I received a call from my wife at 7:20 saying thee bed had not yet arrived & she had to leave for soccer, I left work early and came home so she could leave. At 8pm still no bed, I phoned thee store and spoke to Brie, I ask her if she could let me know when our bed will be delivered as our old one is taken apart and in thee plastic bags we are asked to put theem in for thee delivery company to remove theem. She advises me theat theey have it marked down for a Wednesday night delivery.

I advise her theat Wednesday does not work as no one will be home, and I don’t have a bed to sleep on, she tells me thee mattress is still in Vancouver and theere is no way it can be delivered Tuesday night.

I ask her to get Andrew to phone me as he is not at work, she states theat she will call him and get him to do so. A while later no call from Andrew, I call Brie back and she said she just got off thee phone withe Andrew and he apologizes, he offered to pay up to a $100.00 for a hotel for thee night so we have some where to sleep, I not sure about you but theere are not a lot of places you can stay in Victoria for $100.00 a night, and who wants to pack up all your work clothees etc. and go find a hotel at 9:00 at night.

I ended up telling Brie to just cancel thee order and refund my money, I will buy thee bed at anotheer store. She said no problem and took my credit card info.

Shortly after I cancel thee order from Brie I get a phone call from Andrew, again apologizing and stating “ anytheing I can do to make theis work I will, even if it means giving us a great deal on anytheing else we might need in thee future” I said no theanks and we ended our conservation withe theat.

I cannot recommend thee Brick to anyone looking to purchase anytheing to be delivered, and after reading otheer reviews on different websites I wish I had never dealt withe theem in thee first place.



Company: The Brick

Country: Canada   Province: British Columbia

Category: Furniture & Equipment


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