My name is Jessica
Last July 2011 I financed a tempurpedic mattress set at the Markham, Ontario The Brick store for 4200.00 for 18 months. Along with it came a "free" gift from the manufacturer consisting of a 3D Samsung TV. We advised them our theory is "nothing is free", and we have no use for it. Yet, they stressed it is not the brick at all simply tempurpedic because the beds never go on sale.
The reason for this purchase is because my boyfriend has psyatica, several hurniated and bulging discs, spinal arthritis, and degenerate disc disorder.
After four weeks of my purchase I noticed that my mattress was heavily sagging so I went in and seen the manager I dealt with for the purchase. She advised I have to fill out a report and a technician will inspect for exchange. I filled them out and left.
One week later I realized it was getting a lot worse and fast, reviewing paper work I noticed that I was placed on a 15 month finance and not the 18 months agreed apon. I went back in and she said sorry cant change it. So I advised that I would like to take advantage of the 90 day satisfaction guarantee and cancel my purchase completely due to wrongful information and a defective mattress. She gave me papers to fill and left for a meeting.
For weeks no call was made so I went in and customer service had me do more paper work telling me a technician still has to come.
I started calling and emailing head office. No messages were ever returned. In march 2012 I spoke with the technician company and the lady advised that I purchased a mattress protector so I could have done a straight exchange in the store and that paper work for cancellation was not processed properly. I called the store and a manager asked me to come in and straighten it all out. so I did. When we met him he was ignorant and rude and said The manager we originally dealt with is now on maternity leave so the paper work is not to be found for cancellation. He also advised that when making the exchange we would only have 2200.00 and not the full 4200.00 because of our free TV gift from the manufacturer. We argued this out because its a free gift from tempurpedic not the brick, and originally we did not want or need it. Somehow the brick does not credit exchange accounts for manufacturer free gifts to consumers.
Frustrated I left and continued to try the head office, still no response.
Spring 2012 a new manager advised he would "make things right". He never has, all he says to this day is "I'm doing you a favor", but all he's offered is an exchange which at minimum should have been done August 2011. we still don't have the new bed he's been promising since spring. Recently, a new control supervisor, met with me and My boyfriend and advised the regional manager, will call and arrange a meeting with us. She also advised he would be the one to appreciate that we have been lied to repetitively and possess a defective bed that we asked to cancel 5 weeks into the 90 day sleep satisfaction guarantee. This has never happened.
We have now been asked to only deal with their legal manager, so I emailed her a forward of my email from march 2012 to head office, also advising that the email is old but I need to speak with her directly on the phone about the present issues. Her response was in email, advising that I had no intent to pay my finance and that I don't have insurance on my HSBC credit card because that would be fraud. She compared this situation to someone racking up a credit card a month before going bankrupt because My boyfriend was already injured at the time of the purchase. Now, her reason for ignorance is beyond me. However, My boyfriend is NOT a credit card account holder for the financing. He is only on the account for contact. Myself and his mom are the credit card account holders, and as of December 2011 she had been laid off permanently and I have been permanently laid off also since April 2012. So her accusation of my boyfriend being already injured so it would be fraudulent to claim his injuries for insurance of payment is clearly irrelevant since he is not covered.
Again I just want this whole purchase cancelled. It has been a trip to hell with this store and company, the amount of stress in unspeakable. There is a lot more issues but I'm addressing the most serious ones with this store.
Thank you for reading my review. Stay away from them.