Order # 08318H3UUU - I contacted brick customer care in early April regarding issues with Drake sofa and ottaman. They send someone for inspection and then there was no response. On calling them they said the sofa is not in stock so nothing can be done (It’s clearly showing available on their website: https://www.thebrick.com/products/drake-3-piece-faux-suede-left-facing-sleeper-sectional-cement-1)
They said take 10% store credit. I bought 5 years extended warranty just to hear this? Nobody told me while selling that extended warranty that my request won’t be entertained even if I am still in warranty. One rep said since you are near the warranty over period (it’s valid till Sep, I called them in April) so they can’t do anything? Seriously? I can call you even if I am on the last day of my warranty since it’s still in warranty? This is how you guys deal with customers once you have sold and minted money out of customer pocket? The reps need training on how to talk to customers too. You can’t fool around ppl by just selling 5 yrs extended warranty and not helping them when it’s time. On putting google review the Mississauga location called and Morisha sent me their warranty document. When I read it clearly says if it can’t be repaired it will be replaced. When she was caught and couldn’t explain that paragraph to me she starting shouting at me and told me that I need a translator showing I am illiterate. She was extremely rude. It’s your company warranty document and you can’t explain or do what it says. She shouted and hung up the phone on me. Is this what you do after minting money from customers giving false details on extended warranty? I am done sending emails and explaining issues to these guys. I checked with my nearby stores and both places clearly said that if they can’t repair the furniture it will be replaced anytime within 5 years. Your employees need training on policies when they can’t explain their own warranty document and they can’t speak with customers nicely. I need to talk to someone senior but there’s no contact anywhere. You lost a customer and I will make sure none of my friends or family ever buy anything from you. Such rude and unprofessional staff. Teach them how to speak with customers and stop playing this cat mouse game they this store sold out, the rep left bla bla. Highly disappointed with the way this is handled.
I don’t want a call back from some random rep of Mississauga and milton branch. Give me contact of someone senior. I have already been harassed by these so called store managers who don’t have the etiquettes to speak with customers. I have raised it in various forums and reached out to your leadership on LinkedIn. It’s not a matter of replacement of my furniture it’s a matter of humiliation and customer harassment. I am going to reach out to every person in management and make sure that employees who are misbehaving are taught a lesson or terminated.