ComplaintsforThe Brick

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased these 4 items and was at no time told they were non returnable.Was delivered into my brand new home and when taken out of box and placed in place I found they were to big for my area .I phoned right away and spoke to a ***** who said sorry nothing I can do .So called manager and was told once out of box it’s is considered used I said are u serious how was I supposed to know if they fit without taking out of box she said all measurements are on line I said I didn’t buy on line I purchased in store she said even if tape was cracked open on box was considered I used product .We talked for about 30 minutes nothing she would do or did she care I was totally surprised never ever had I experience like this in my life.

  Business response

  12/12/2023

  Please review the attached documents with regards to Return Policy and Satisfaction Guarantee.  As stated in the Policy, all items in original sealed packaging may be returned within 7 days with the exception of Special Orders.  As stated in the Satisfaction Guarantee, it does not apply to open furniture items or Special Order items.  As indicated by the invoice sent to and provided by the customer, the tables that were purchased are Special Order items.  

  The customer has open, special order tables; they are not eligible for return.  Full detailed information on Special Order items was available to be reviewed at the bottom of the customers invoice as well as links to all the policies.

   

  Customer response

  12/12/2023

   I am rejecting this response because:
  I’m no farther ahead I was not told that after the box was open they were non returnable .I called within a hour of them being delivered to tell them I didn’t want them and was told if tape was broken on box they were in I no longer could return as they were considered used when they were just delivered to my doorstep. The gentleman I spoke to in the store I could barely understand anything he was saying as he was East ****** and at no time did he go over the return policy with me or was I aware of the return policy, after talking to many people about this, I have found that the brick is very very very bad at customer service so I’m sure you won’t be able to work any better with them than I was I very nicely explained that they were just delivered and it didn’t matter what I said  they were not special ordered in no way I don’t know where they’re coming up with that because there was no special order. I went into the store I seen them and was told when they would be delivered. There was no special order. They are all available in their warehouse so I don’t know what they’re talking about. Very disappointed will never shop there again not only myself but many others I really wish. Somehow we could settle this. I still don’t use them and they’re still set aside in another room , waiting for a response of hopefully being able to return to store and get a fully refund as it will hurt them a lot more by me, spreading the word about the terrible service that I have got from them . thank you very much and I appreciate everything you’re trying to do to resolve this but basically you didn’t get any further as far as I can say then I did they’re saying the same thing they told me non-returnable because I would a box or tape was broken on there. They’re considered a used items as far as they’re concerned which they’re not being used or certainly wasn’t a used item after an hour of getting it will never ever do business with them again. 
  
  

  Business response

  12/12/2023

  The store displays many items that are Special order. The tables are clearly marked on the invoice as Special Order regardless of how quickly they were available.  The tables were on display to be looked at, to see the size of the tables, to be able to measure and confirm that they would fit the space.  The tables were ordered after seeing them on display; they were delivered without issue in accordance with want the customer ordered.  The store is not responsible to ensure that they will "fit the space" nicely, nor are we responsible to return said items if a customer fails to account for the size of items ordered.

  Furthermore, the order was place on November 17th, the invoice, with all the policies, was available for review that same day if is was so difficult to understand the salesperson in store.  The tables were delivered on November 22nd and the first call we received requesting to return the tables was December 1st.  So even if we disregard that the tables were special order, and if they had been unopened, they would have been beyond the window allowable for return.

  The customers only acceptable resolution is to receive a refund on their order; we are unable to provide a refund on this order.

   

  Customer response

  12/12/2023

   I am rejecting this response because:
  This is not true I asked if all items were in stock and was told yes ,I also did respond the day they were delivered not on Dec 1st so this is incorrect.Im just asking as I have these items in storage area as I can’t use them ,I certainly don’t have 2100 dollars to spend on something that is not suitable for my home measurements is something I have never heard of .Is there anything they will do to help resolve this issues for me .Customer service means nothing to them .Thanks in advance .See if they are willing to do anything it’s a lye that they were special order they weren’t the reason they weren’t delivered is they said only day the truck was available to deliver.I couldn’t take them as wouldn’t fit in my car .Seriously this store is beyond being reasonable,never in all my years of buying things have I ever run into something like this unbelievable the worst customer service in the city of Fredericton
  
  

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