Hello,
I would like to make a complaint of our customer experience at the Brick.
We recently built a new house with the builder Hilton Homes. We were contacted by your commercial sales representative regarding our kitchen appliances. When we ordered our refrigerator, we were unable to go inside the house and measure any distances, but he informed us that all Hilton Homes are built with a standard size and recommended me to purchase a model of Frigidaire, and so we did.
When the fridge arrived, it was simply too large to fit into our kitchen. The side of the fridge was pushed tightly against the wall and we were unable to open the freezer door. We had to pull the fridge out of the spot a few inches in order to open the door but it would then block part of our pantry door. It was obvious that the fridge was the wrong size.
We contacted the salesman regarding this issue. He even made a visit to our house to see it. But he was very reluctant to properly help us and said we cannot make exchanges, stating that this would happen no matter what size fridge we get. We were then told to contact his supervisor. He was also resilient in listening to our issue, and we were simply told "no exchanges" without any real explanation, regardless of the satisfaction guarantee stating exchanges may be granted if we contact someone within 3 days of delivery. We then asked him if there is another person or department we can contact to help us with this issue and we never received a reply.
In the end, we were left with a fridge too large for our first new home, and no one willing to help us. The responses we received were unprofessional and disingenuous. If we are being forced to accept this fridge, then our unpleasant experience at the Brick should not be unheard.
- Approximate cost of services:
- $2,000.00