The Brick
Complaint 282206 Details

Went into the Brick during a buy a loveseat or chair and receive the sofa 50% off event and purchased a new sofa and loveseat to be delivered 9 days later. After failed deliveries, multiple phone calls and complaints our set arrived the following Thursday. When the set arrived the delivery team broke a light in our condo hallway, made note of it and made sure to write it on my invoice. Once the set was in they tried to set it up and discovered that the sofa leg was broken and the entire thing needed to be replaced. They promptly left suggesting I phone OR wait until they phone me to set up another delivery. I immediately noticed that not only was the sofa broken, but the set was not in the color I had ordered. Within one hour I went to the store and requested that my order be cancelled, and picked up immediately. The next available date was Sunday, which came and past without a pickup even after 6 confirmation calls. Finally today the brick arrived to pick up the sofas, the credit memo did not include my delivery fee and when I spoke to the delivery man who wrote on their to update the invoice. He said that if I waited for a few hours I could go into the store for my refund. When I went into the store, I requested that I be refunded the entire amount which was eventually granted. When I went to receive the refund, my debit card was different so they were "completely unable" to refund me. I explained that I had changed banks and no longer had the account that I originally paid for my order with, they offered no option other then phoning my bank. Obviously at this point I was furious because I no longer had furniture and was being refused a refund. I asked to speak to a manager and was told there was no one there who was a manager, not even an assistant manager but I eventually was able to speak with an 'operations manager' who said my only option at this point is to wait for a check from head office at 7-10. My husband has since spoken with them and is expecting a call tomorrow in regards to fast tracking the payment process as our order has now been cancelled for 5 days.