Complaint / review / scam report
Customer Service / Waranty
A few months ago a sofa we purchased at the brick had a spring break. We had purchased the extended warranty and are still with the coverage period. We contacted the Brick and arranged to have a service technician come out to repair the couch on site. When he arrived a few weeks later (but as arranged), he looked at the couch for about ten minutes, said he couldn't fix it on site and it would have to be picked up for repairs at the shop. The technician said we should expect a call within two weeks to arrange for pick-up. After three weeks we called the Brick again and were told that they were trying to decide whether to fix the sofa or replace it and that we would hear from them within 72 hours. After another week had gone by, we called again and were told the e-mail that was sent had not gone through. They apologized and said we would have an answer within 48 hours. After three days my wife called back and asked to speak to a manager, who then told her the file was with the adjudicators and we would have to wait. When I heard this I called the manager back and was told the same thing and that there was nothing this manager could do. I asked to speak to someone who had the authority to do something. I was put through to another persons voicemail which had a recording stating that they were in the office and were unavailable to take the call, but if I left a message they would return my call before the end of the day. I left a detailed message including my name and office phone number where I could be reached. This was at 3:00 PM. I had not received a call by noon the next day. I called back and again got the same voicemail and again left a message. Again I did not receive a call. I stopped by the store on the way home from work and asked to speak to the store manager. I explained to two of them what I had been through and they said they would look into it but this was the first they had heard of it. Strange because the first calls were made to the store... So far I have received no calls from either the store of the service group and our couch is still broken. Close to two months since the call requesting service.
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