The experience I had with the customer service section of The Brick West End Ottawa was simply pathetic and could be described as insulting. I purchased living room furniture set as well as beds, bedside lamps, and dressers for three rooms. Almost immediately while being intimate with my wife, my King size bed was making so much noise to the point that visitors could hear vividly what was happening in our room. I called The Brick and a technician came by but it was difficult for me to replicate the noise since my wife was not there and we were not being intimate. Nevertheless, after some effort I was able and the technician said I should buy some wooden support for the frame which I complied with after he was gone. After just about two days, the noise became more pronounced and I was forced to make another call. The same technician came but I was simply disappointed with what he did. He simply just re-screwed the leg support for the frame and told me the noise was due to the fact that the screws were not properly inserted. However, after he was gone the noise simply became worse. I was indeed very fed up with the bed at this stage as the noise was becoming more intense every passing day. Consequently, I packed the bed up and placed the mattress and box spring on the carpet. I finally called the Brick for a more permanent fix to be done, I was told a wood technician will come instead of the guy that had been coming. I waited for at least two months with no response from anyone in the Brick. After waiting for this long I was forced to call again. This time I was told there was no record of my initial call setting up a wood technician appointment. I was very infuriated because this was more than two months. Once again I had to make another appointment. At this stage, the customer service rep said the only wood technician was the same guy that had seen my bed for two times and could not fix it. I was so disappointed that I said I would rather talk to a Manager. However, the customer service rep said I should still give it a short after which if nothing can be done it would be conclusive and I could now talk to the Manager for a replacement arrangement. This arrangement I reluctantly agreed to. However, I now received a call saying that the wood technician said there was nothing that could be done that my WARRANTY does not cover what other option that could be carried out on the bed. The customer service rep was so insulting to the point that she suggested if we knew we were going to be intimate on the bed we could have purchased a more expensive bed. I was surprised when my wife told me about this conversation that I asked if there was a disclaimer that you should not be intimate on the bed. My wife was very upset. At the office I picked up a phone to call and let the Brick know I was very upset with that insulting and rude conversation. As always I had to leave my name and number for a call back which never happened for several months. I was interested in talking to the manager but she never returned my call. After waiting for some months I went in to see the manager personally January 5th and the Manager was not helpful at all. Stating that there is nothing they can do. She kept arguing with me and pretty much telling me I was lying about my footboard being bad. I was so disgusted that she will even question my honesty. Afterall, I did not complain about the other beds I bought from them. She simply told me my WARRANTY is garbage and she can't do anything. I told her I would be willing to give up this bed and get a better one even though I have to pay more. She was insistent that she cannot do anything and that I was not telling the truth. My question was it is absurd for her to think that I would be wasting my time and money driving to the store and calling when what I was reporting was not accurate. She was not bulging. When no help was forthcoming I had to leave the store. The attitude displayed by the customer service reps that I dealth with was very pathetic. As a result, I would not refer anyone to the Brick.in fact, I would do everything to dissuade other people that I know from coming in and doing business with the store.
0 comments