I have purchased a sofa, loveseat, and ottoman. When delivered Nov. 30/2006, all of them were damaged. The sofa cushions and arm rest were saggy; all foot boards were scratched and damaged; the ottoman has a zipper at the bottom which was broken, the ottoman also had black pen written on it. The delivery men just delivered and left, very rude and in a rush. After reading their delivery policy on on their website, it states that: If you have purchased delivery, a SETUP service is included: Upholstery Placement, attachment of legs and/or backs (recliners) and packaging removed. None of that was done for me; I had to do it myself. I contacted customer service dept. at the store within half an hour of delivery, and told them about the damages. They told me they would have to send a technician to confirm this, and the earliest they could send one will be on Tuesday. Further more they said, the tech will call me at some point on that day to let me what time he's coming between the hours of 9-5. That is very very inconvenience for me. I asked if he could come tomorrow Dec 1st, they said no. I then spoke to a sales manager, after I addressed my issues, he said he'll have a new set delivered. He then phoned me back to say that will not be possible and that I will have to wait until Tuesday for the tech to come. I told him that I’m really unhappy with the product and service, and that I would like to return them. He told me to call back in the morning and speak to the operations manager. The customer service rep I spoke to did not give me many options and when I told her I want to return the items and get a refund, she told me I can't, but once the tech confirms the damages I can get a replacement. The sales manager told me he'll look into the issue and have a new set delivered since I have just received the items and they are damaged; he then phoned me and told me the same thing as the customer service rep did or to call back tomorrow and speak to the operations manager. I asked what the return policy is, he told me to read at the back of my invoice (very unhelpful). The invoice I was given does not have anything written on the back. I just can not sit around and wait for almost one week for someone to call me, to tell me what time they will come between 9-5, for my NEW furniture. I am really really upset and this is by far below my expectations of the Brick products and services, as I have purchased a couple of times from the Brick before. One would think after spending over $2500, then will get a better product and/or service. I need these items returned as soon as possible, and I need some sort of compensation for all this inconvenience. I would like to continue to be The Brick customer, but I am afraid if this issue is not resolved quickly, I might have to take my business elsewhere, where it is more appreciated.
I called the store the next morning and spoke to Carlos - the Operations Manager. He was very understanding of my situation, and said I could come in and select something else. I went in to the store that same day, spent about 2 hours to select something else. After I made my selection (INVOICE# 120164N0563001), I was told at the moment the sofa was not in stock, but the loveseat and chair were available. I was advised that all items will be available in stock on December 18th. I said that was ok, and booked a delivery date for December 23rd. We also booked for the damaged items to be picked up on Tuesday, December 5th.
Even though I was still unhappy with the whole situation, I told myself no one is perfect and that mistakes do happen. The only reason I told myself that, was because I have purchased things from the Brick two times before and I didn't encounter any problems.
I have asked my husband to stay from work today and wait for the delivery guys to pick up the items. I was willing to sit on the floor until my order comes on December 23rd.
However, I just received a call from a rep from the store, I believe his name was Adrian. He called to say that the items I have ordered will not be available in stock for December 23rd. I was very very very upset, this is unacceptable, after all I have been through. I told him noway, and that the loveseat and chair were in stock, it was only the sofa that wasn't. He was replied "Well if that is the case then why don't I have it here", very unprofessional. That made me even more upset. I asked to speak to Carlos. He said he's not sure if Carlos was in, and that Carlos will not be able to do anything because the items are not in stock. He said I would have to keep the damaged items I have now, until my new items become available. Though, I was upset, unhappy, and disappointed again, I asked him when will I receive my order? He said he was unsure when the items will be available in stock, but probably after Christmas or so. I told him, sometime after Christmas is not good enough for me, and this is very inconvenience. Furthermore, he said a lot of things go wrong around Christmas since it is a very busy time, from his experience, since he's been with the company for 8 years. I told him after Christmas could be January, Feb. etc. I am not accepting that.
I am really very disappointed with your services. I had never thought a company as big as the Brick could be so unreliable. If I wanted this kind of service I could have gone to one of those small furniture stores and paid probably half the price. I also thought, since I had bought from the Brick before, you guys were reliable, both product and service. So far, I have been proven wrong. I can understand one mistake with one order, but this is just a nightmare that is not going away.
My husband stayed from work for no reason now. If they had called/left a message on the voice mail in the morning advising no one will be coming, he could have gone to work later and not lose a whole day's pay. I am sure the Brick will not reimburse.
It is really bad for me to receive this kind of service or treatment; specially if I am spending over $4000; it is not like I am getting this for free.
I would like someone to follow up on this, as no one in the store seems to care. It is like; once I made the purchase no one cares. I am the one stock with the unsatisfactory service and product. I am sure this is not what the Brick stands for. I feel ripped off.
I should receive some compensation for all of these troubles and inconveniences. I really hope to hear from someone who could resolve this for me.
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