The Brick
Delivery & Poor Customer Service

Purchased a new Paris Mattress & box spring set from Brain Wheeler at the Brick Mattress Store in Clareview (Edmonton) on Saturday, 6 October. A mattress pad was also purchased "in order to extend warranty". Delivery was set up for Tuesday 9 October. Driver called at 8am to advise delivery between 12-2pm. At this point no problem. Suddenly the city workers arrive and start street repair. The truck arrived at 1:17pm and called to advise they could not get through due to the construction - I could see the truck from my kitchen window and would agree the truck was a bit too wide to fit. The driver would have to advise the warehouse after his shift and It would be delivered either Wed Evening or Thursday (which would mean another day off work). It wasn't their fault so I had no choice.

Now for the poor customer service. At 2pm all road work was done and all city trucks gone. I called the store to see if my mattresses could be brought back as it had only been 40 mins. Since the truck was at the end of my street. The manager advised that store employees are just the "sales side" of the Brick and I'd have to contact the Delivery Dep't myself. So I tried to call the number on my call display to see if I could get a hold of the driver myself. Only received a recorded message stating person was unavailable. The Delivery Dep't offered to try to get in touch with the delivery driver as well. I received a call back after 1 hour to tell me that for some reason the phone must be turned off and they could not do anything until the truck gets back to the warehouse. I would have to re-arrange delivery later.

So now i unpack my old mattresses and have to set up my bed again. I have to get up 1/2 hour early to put the old mattresses back in their clear plastic bags in case the Brick delivers my new ones tomorrow night. If they don;t deliver them, I'll have to preform the same "dance" again tomorrow night.

How can a delivery dep't not be able to contact a delivery truck? What if there was an emergency? I'm so frustrated that for the sake of 30-40 mins I'm not sleeping in a new bed tonight and that the manager of the Clareview store just "brushed me off".

Company: The Brick
Country: USA

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