To whom it may concern:
My wife and I went to the The Brick warehouse LP 19 William Kitchen Rd in need of a new bed room ser and Mattress. The salesmen, Adrian Rodirigopulle, treated us great and presented us with a Bed Room Set and Mattress that was on sale and a very nice new bed. We ended up spending $2, 090.41, which is a substantial amount of money for a middle class couple. All was great, until a few weeks ago. (Oct 25th)
We have noticed that our mattered 15 cm crack in the bottom. It continues to deteriorate, and, obviously, makes things very uncomfortable. The mattress was purchased on July 8h, 2011. We were not worried because we were assured that when we purchased the mattress, it would be backed by an excellent warranty.
Same week (Oct 29th) we decided that we should go to The Brick and get them to come and exchange my mattress. Customer service sent out a technician to come have a look. When the technician arrived, he could see where the issue was just by looking at the mattress. He took the pictures of the damage and he said he is going to inform the office, but that he couldn’t fix it. However, we were informed that we would keep experiencing the same problem with the Mattress due to the poor quality and cheap foam used. The technician continued to talk about how low the quality of this Mattress really is. He asked us if we would be getting a call from head office just regards to a replacement of mattress
The technician filled out the paper work to replace the Mattress and we signed the document. However, as we waited for the phone call about the replacement arrangement. We got a call that the Brick would not be able to replace it and that we would need to contact the store to talk to them about it.
On Wednesday November 18/2011, I contacted The Brick and spoke to customer service about our issue. I explained the story and she said she needed to contact the Store manager Pater to find out what was going on. We received a call back the same day night to find out that the mattress would not be covered due to the Damaged to the mattress which was delivered by Brick and placed by his Delivery people and it’s not covered by the manufacturer. Apparently the customer service representative took this issue to the General Manager of the store for his opinion. He agreed that since there is Damage on the Mattress, it was to be deemed “abuse” so they will not liable to fix the faulty and cheap Mattress that we were sold.
We feel that the The Brick warehouse LP has not handled this situation properly and has not stood by their product. I doubt that The Brick Company appreciates or condones this type of behaviour towards their customers and their warranties. We ask that The Brick handle this situation correctly and provide us with credit towards a new Mattress, as there is excessive damage. We were simply sold a defective product that should be replaced.