On Sept 21, I Bought a queen bed and a mattress (Height: 10.75" (27.3 cm)). The bed itself is 21.8 high (Floor-to-Platform Height) so the base/boxspring was not required. As it was past the store’s closing time, I didn’t question the invoice and they were split in multiple sub-items with item code that I wasn’t familiar with. I was very clear with the salesperson that I need that particular bed and a mattress. The salesperson told me that the delivery could be done as early as on Sept 27 but I told him that I’d confirm after booking the elevator with my condo- I confirmed for Oct 02. I did not hear anything back from the delivery team until Oct 01 evening and got back to the salesperson to ask. He then informed that they cannot do the delivery on the confirmed date as my order just got stocked up. They never bothered to inform the customer! Finally got the delivery on Oct 06. They delivered multiple boxes which had to wait until 4 more days to get installed by another team. None of these were communicated earlier. Also, the salesperson confirmed that I was qualified for the projector on the purchase of over $1000; which I never received.
• Additional frustration: They had delivered a base/boxspring (9 in high) that was never required. Plus, when the installer opened boxes he founds 2 parts with some scratches. Out of impatience and the frustration that I was already dealing with, I requested him to go ahead with the assembly as I didn’t want another stress of having to go through return-delivery-assembly-mess in the room. I still tried to see if the bed would be low enough to accommodate the “unintended” box but it’s too high for the box. I called the salesperson to report the same to which he gave me multiple responses: 1. Miscommunication 2. he offered to exchange with box with lower height which I denied 3. He said they cannot return back my money for this and I would have to buy something from the store for the amount- which I agreed 4. That the customer service would get back to me the other day for the confirmation. His answers varied every time I called him.
• Customer service called the next day when their hour was ending and the next day was closed for thanksgiving. She said they cannot take returns now and after I explained her the whole situation again she confirmed that I’d be contacted by the Manager on the next business day. She and the salesperson were not in a position to make the decision (which I understood). I was never contacted by the manager!
***The unintended boxspring is still sitting in the very little remaining space of my condo!! I have been going around in circles with the Brick’s team ever since I bought this piece of furniture from the Brick. The process is so much of a hassle for buying/returning. I’m still waiting to return this big piece away from my space and get my money back!***