I put through an order last week for a Queen bed frame/head board. I told the Sales Rep that I would like to pick them up for Saturday as I planned to rent a U-Haul in order to pick the item up, she told me it was not an issue at all and they would be available for Saturday (also made note of it on my file). I received a voice mail on the Friday letting me know that the bed frame would not be into the warehouse until sometime next week and they still weren't sure of the day but the table was available for pick up. I phoned into the store and spoke to one person at the call center in Mississauga and he told me he could not do anything on his end (that I would have to phone the Dundas store) but he was very sorry as that is not what The Brick prides itself on and that this issue would definitely be resolved as not only did I waste money on renting a U-Haul for this item but now I have no way to pick it up and do not have $80 to spend on delivery. I phoned the store, spoke to a lady who put me on hold for 15 minutes and then told me that she had to speak to her Supervisor and would call me back in 10-15 minutes. I phoned her yesterday and still have not heard back from her. I then called back last night and spoke to a lady who went and spoke to the supervisor at the Mississauga call center and said there was nothing they could do to help me, it was not worth The Brick spending the $80 delivery when I only spent $200 and that even though this was not my mistake I would either have to pay for it or cancel the order. Might I add, the lady not only told me it wasn't 'worth it' for the Brick to spend the money but also did not sympathize at all and actually laughed a little bit about it.
I am so absolutely appalled at the behavior and service I have come across and thought by the first gentlemen's kind behavior that The Brick would have no issue taking responsibility for the mistake rather then just telling me to cancel the order. It seems as though The Brick does not care whether there is business made or not and it seems as though it is really all about the money at this point. The Sales Rep only care until they make the sale, after that no one is around for the customer.
Not only will I never shop there again, I will also never recommend it and be sure to tell everyone this horrid story.