The following correspondence was sent to the recipients Aug 25 and I still have yet to receive a reply. THINK TWICE BEFORE YOU BUY FROM THE BRICK!

Sent to: [email protected] and the Regional Vice President, West at The Brick Head Office

I am forwarding to you all correspondence sent to various departments over the last couple of days and I have yet to receive a reply. In addition I placed numerous calls to your customer service department on Monday Aug 28 only to be given the run around. I am truly and utterly dismayed by what has happened since purchasing these appliances.

Please contact me as soon as possible.
Thank You

Aug 28/06
re: appliances

Dear Madam or Sir,

Honestly I don't even know what to say. I cannot believe what happened today. I was contacted by your customer service department yesterday and told that the damaged appliances could be exchanged today (around 2:30 pm) for new ones and asked if that would be okay. I said yes that would be fine. I was also assured by the manager that the replacements had been inspected and would be delivered in perfect condition. So I took more time off from work so I could be home receive them, and ended up waiting until 5:30. When they finally showed up, the delivery people were instructed to deliver the appliances to the entrance at the side of the building; which they refused to do, and during the exchange damaged another wall and my brand new floor, not to mention the appliances were exchanged for another set which are worse than the ones before (scratches on plastic and crisper drawers, paint scraped off of metal shelf supports, nothing was sealed in plastic, ie: freezer shelf, ice cube trays, door compartments, dairy compartment cover, manuals and documents were just thrown in the meat tray). I am thoroughly and truly at my wits end! I have had nothing but hassles since Aug 16. yet through it all I have remained calm, been more than reasonable, and patient and have not even so much as raised my voice once with any of your staff however enough is enough and I have had quite enough.

Please contact me immediately so as we can get this matter resolved.

Sincerely

Please contact me as soon as possible
Thank You.
Sincerely,
Lenore L

I purchased 3 appliances from the Brick (10705-101 St Edmonton, AB) on Aug 16/06, and since have had nothing but problems with your staff; including management, delivery personnel, sales reps,etc. For the sake of brevity I will not get into everything now; however the following should give you some idea as to what I have been going through with your establishment since my time of purchase:
* Misinformation received from sales rep. regarding purchase
price, delivery, and pressure to purchase extended warranty.
* Numerous phone calls made to and messages left for: fleet
supervisors, customer service reps, and no calls returned
* No phone call received the morning of scheduled day of removal
giving estimated time of arrival of workers removing old appliances.
* Damage to condominium suite when old appliances were removed.
* Unacceptable behavior of delivery/removal personnel.
1. Workers entered suite without knocking,
2. Cut hoses on appliance without permission.
3. Rude verbal remarks
* Wrong address for delivery of appliances
* New appliances received (damaged)
* Exchange date and time scheduled and then rescheduled 5 times, then cancelled. Replacement appliances received dented and scratched, (delivery drivers didn’t even bother to take them off the truck). The list goes on. I am extremely displeased and would appreciate it if someone would contact me immediately regarding these matters.

Sincerely,
Lenore L

The following email explains my complaint. I have sent this to various executives at the Brick and I am not getting a response.

I sent this note originally on May 2nd after we received the wrong colour chairs as I describe below. I deal with Natasha at the Brick superstore in Mississauga and she arranged for the correct colour chairs to be ordered and agreed to credit us 150.00, which by the way has not been done up to now. I do have to say that Natasha was very good at customer service and she did help us initially to feel like you were going to take care of this situation for us.

We kept the green chairs up until last week. Last week my husband got a call from the warehouse stating our correct cream colour chairs were in and that someone would be by to pick up the green chairs and deliver the cream chairs. It turns out that last week, the guys came by picked up the 2 green chairs but did not have our correct cream chairs. I called Natasha and she told me that the sales person made another mistake. He ordered quantity of 1 chair instead of the 2. So now we have to wait another 6-8 weeks to get our set of 2 chairs that we have ordered in Feb and fully paid for back in April. I can’t imagine that you believe that 7 months is acceptable for a customer to wait for 2 chairs. I have to question why we should pay for these chairs at all now. We are reasonable people and understand that mistakes are made in business but at this point our patience is running out. We need you to credit us the total purchase price of these chairs to show some good faith and keep us as customers.

Please respond to us as soon as possible.

Sandra or Ken

-----Original Message-----
From: Sandra
Sent: May 2, 2006 11:16 AM
To: '[email protected]'
Subject: Customer Complaint - wrong chairs provided

Sandra

The Brick

Regional Vice President, East
6765 Kennedy Rd.
Mississauga, Ontario
L5T 2R6
Fax: 905-696-3402

Attention: Regional Vice President, East
My husband and I purchased 2 ROWE chairs at the superstore in Mississauga, formerly known as the Homeshow. We purchased these chairs Feb 3rd of this year. The order number is 02036H30585001. The sales person did tell us it might take up to 6 weeks to get the chairs. We accepted this because we only needed the chairs in early May as this is when our family from Europe is visiting. We need these chairs to complete our dinning room.

We picked up the two chairs on Monday April 17th. It took 10 weeks to get the chairs. When we got home my husband unpacked them and as I came down the stairs I could not believe what I was seeing. The chairs are green, we ordered a light cream colour. I called the brick store and after three days of back and forth phone calls I got confirmation that the chairs were ordered with the wrong code. The customer service agent put in a new order and now we will have to wait probably another two months to get our chairs. That puts the total wait time for these two chairs at over four months. This is just ridiculous.

The customer service agent did say that they would try to rush the order to get it in about 6 weeks but we have heard that before. The major problem we have now is that our family from Europe is arriving in 2 weeks and we can’t use these green chairs because they don’t go with our décor and they look awful in our dinning room. We have to store them while we wait for our chairs to arrive. We have been loyal customers of the Homeshow and the Brick, we purchased our Natuzzi leather couches at the Homeshow as well as our coffee tables.

We feel that we should be compensated for this major mistake on your part, in the form of a discount on these chairs. We would like to continue to trust the Brick and continue to shop at your stores but if there is no effort to turn this very frustrating, very negative experience into a somewhat positive experience, I am afraid we won’t trust the Brick and will choose to do our shopping elsewhere in the future.

I hope to hear from you very soon with an offer for compensation.

Sincerely,

Sandra