The Brick
Poor Service - beware before you buy!

E: a rip in my new couch..
In December I called and they sent a service provider in January to examine. He stated that it was definitely within the warranty and that he would return to fix it.

One month later (mid Feb), i called the store - They advised that they had just received the approval and won't be long now.
One month later (mid March) i called again and they said they were escalating the issue to HO and that I should hear from them in a week or two. (which is a little slow for escalation but hey).

Then I called back 2 weeks later to advise that I had not received a call and that I would like the couch set returned as I am not happy with the quality as well as was not happy with the delays.
I was advised that i could take $500 in cash and the warranty would be eliminated or another exact same couch set. Now I asked, why would I want the same couch set if the quality is so poor? I asked for a store credit. They said no. So I asked them to escalate it and this time, i am not happy with a store credit... I want my money back and the couch set to be picked up. So she escalated it. Then on the 25th of March, I called back to see where we were with the escalation... And I was advised that I was already offered the options and that I was not going to receive a callback. So I asked him what an escalation meant - and he advised the same.

Then I asked him for the phone number for the HO and he advised that he did not have it. I asked to speak to the store manager, I have left a message and i know i will not get a callback.

So today I got a phone call from the CUSTOMER CARE dept to say i only had the two options and a one liner email saying the same.

I find this very poor service. So I just want as many people to know what to expect of the quality of service from the Brick before you buy there..

Company: The Brick
Country: USA

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