Dear: the Brick Customer Care Manager:
I am extremely upset with the Brick's customer service.
I purchased a mattress set on Saturday January 08th at 255 Bass Pro Mills Dr location.
I paid full amount through my credit card. The sales reps name: Christopher O told me that I also had to buy a mattress pad. (in case, without the pad. I couldn't do "one-time' exchange of the product).. Christopher gave a deal with 40% off that pad. As well, my friend bought one. After 2 weeks, I got my mattress set delivered which was on Saturday January 21. But after receiving mattress I realized the twin set was too small for the room. I called Christopher 20 minutes after it was delivered, and told him I needed to exchange for a bigger size as a Full set. He kept putting me on hold, and this time I was told that I would have to pay full price for mattress pad which is $139, even though it would be a straight exchange for size. I told him that I would pay for delivery and exchange mattress set, but pad was only for exchanging the size and never was used. Even my friend had bought it the same time and he got a little discount. It was hard having to talk on the phone, so I drove to the store. The sales person (Christopher) was with other customers, and had to wait 15 - 20 minutes before I could be served. Christopher kept saying he couldn't do anything and that I had to pay full price even for straight exchange for box. After he said because the box tape was open. Even though I never took out the pad from box. He raised his voice towards me and pointed at me with his finger which was very insulting and rude. I raised my voice about his rudeness and un-respectful customer service. My friend tried to negotiate and after 10 to 15 minutes he told my friend he would exchange pad size and only had to pay $30 more. I asked Christopher if he could have made the deal earlier why didn't he? He looked at me and said I gave discount cause of your friend and not for you. What kind of customer service is this and how can you treat a customer like that. Just for a simple exchange of
The mattress set I spent another $107 at that time. I felt so humiliated I just wanted get out the store. I spent money and received terrible service. If I could I really wanted to refund the mattress. Not only did I have to pay extra, but I had to deal with terrible customer service. I arranged delivery date after 2 weeks which is on Saturday, February 4th, and Christopher called the evening before delivery date which is on Friday February 3rd after 5:30PM saying delivery slots were full. So now I cannot get my mattress set delivered this Saturday?! This is inexcusable and not professional. The brick has no customer service, and needs to retrain some of their staff. To call a customer and cancel a delivery date a day before in the evening is ridiculous and unheard of. It is very inconvenient and irresponsible to put it at the last moment.
I had also asked Christopher for the store manager to speak with or the manger’s name but he refused and asked me why I wanted to know. (Speechless about his customer service..) as well my receipt is very unclear about the amount.
I really hope the Brick has a customer care department and actually listens to what the customer is saying. To ask for just customer respect and basic customer service from a big company name as the Brick, and to not receive it was very disappointing.
It was my first time shopping at the Brick and will be the last time and people are around me as well.
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