A copy of Email to The Brick:
Edmonton, AB T5M 3S2
Dear Mr. Vice President,
Hello there. My name is Roslyn Allen. I recently purchased nearly $4000 worth of furniture from the Brick – a couch set and a desk with hutch.
I am writing to express my extreme displeasure at the quality of the desk. I purchased it less than six months ago, however, the hutch portion of the desk is already bowing significantly and the veneer on the desk surface is wearing away.
As you can imagine this is extremely unpleasant to look at, considering I purchased the desk set less than six months ago. When I spend $500 on a desk set I expect considerably better quality than what I have received from your company.
I have contacted your customer service at the store where I purchased it and was extremely unhappy with the service I received from the North Vancouver Park Royal store as well. The technician who came by my home said that the hutch was indeed “bowing” and suggested that I put a “leg” under the hutch to support it and prevent further bowing. As you can imagine, this would significantly impact the overall aesthetic of the desk and is not something I would consider to be an acceptable solution to what is obviously shoddy product manufacturing on the part of your suppliers.
He then told me to contact the store directly to find out what they would “do about it.”
Upon calling the Park Royal store I told the customer service agent about the service technician’s direction to me to call the store and what the nature of my call was. He looked over the technician’s report on the phone and told me it was ‘unreadable’ and that he would have his manager call me back after she had read it over and contacted the technician to clarify his comments. I asked him to please ensure that his manager would call me back as I am an extremely busy lady and I didn’t want to have to call again. He assured me that his manager was “on top of that stuff” and that I would receive a call the very next day.
After over a week had gone by with no return phone call I once again called the store, this time in much poorer spirits. The manager still had not gotten a hold of the technician in question. It was then that I expressed my extreme displeasure with her and the lackadaisical approach that they were showing towards customer service. I let her know that I would be forwarding a formal letter of complaint to head office about my experience with The Brick.
At this point she offered to bypass the technician’s report and ship me a new hutch for the desk free of charge, which I accepted as a temporary remedy to what I see as a much larger problem. I have not yet taken delivery of this replacement hutch as I see the proper remedy to this dilemma as the following.
I do not want a replacement of the hutch as the next one I receive is sure to do the same thing as this one, due, as I said, to the shoddy manufacturing of this product which is certainly not cheap to purchase. I do not consider a $500 investment in a piece of furniture for my home to be a small affair and I do demand better quality than what I have received from your store. And - I do NOT want the desk without the hutch – that was why I purchased it in the first place and spent nearly $500 on the set.
I would like my money refunded and my Brick card credited for this faulty product that I have received. Your people are more than welcome to come and pick it up at any time. This way you can examine for yourself the faults in the quality of the products you are selling, and hopefully ensure this doesn’t happen again to another customer.
I look forward to your prompt response to this matter.