A few years ago my wife and I purchased a Sofa and loveseat from the brick and purchased the extended warranty package. A few months ago a spring broke in the sofa. We called the Brick and arranged for a service technician to come out and "fix" the Sofa. He arrived on the date arranged looked at the couch for about ten minutes and said he couldn't fix it and that it would have to be picked up for repair. He then said that someone from the brick would contact us to arrange for pick-up within two weeks.
Three weeks later we had not heard from anyone so we called the Brick again. We were told that they were trying to decide whether to replace the sofa or repair it and the file was with the adjudicators. The service rep said they would have an answer in 72 hours. After 5 days with no contact, we called again and this time we were told the e-mail request to expidite our file did not go through and could we please be patient and they would call back with an answer with 48 hours. After three more days we contacted them again after receiving nothing from the Brick in the way of communication. On this call we escalated it to a customer Service manager and were told it was still with the adjudicator and there was nothing she could do. I should say my wife had handled the calls up to this point.
I called the manager back and was told the same thing as my wife, there was nothing this manager could do. I asked that I be connected to someone who could escalate this further as this answer was unaccpetable. I was put through to voice-mail for another manager. The voicemail said " This is XXXXX I am in the office today but unavailable to take your call please leave a detailed message and I will return your call before the end of the day. I called at 3:00 PM. I left my name and the phone # I could be reached at along with the above information. I did not receive a return call by noon the next day. I called again and got the same message, I left another message.By the end of the day I still had not received a call.
On my way home I stopped at the store to discuss my displeasure with the lack of action and was told they would look into it. So far I have not heard from the store, their service group or their customer service manager. Our couch is still broken and we are at almost two months from the initial call.
The Saga continues without resolution...
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