Brick The

A Big barrel of lemons for The Brick Kirkland
I'd like to share a very negative experience we encountered with The Brick in kirkland.
I went shopping for a King size Box Spring and bed frame last week with my husband and decided we would like one that matched out mattress which was a Sterns & Foster. Seeing as The Brick are one of the few places that seem to be exclusive for that brand (think twice before buying Sterns & Foster), we went in to purchase said items. We were served by a salesman named Nick who quickly sold us the box springs & frame and then proceeded to tell us that they were not in stock and would take a week before we could expect delivery. We went along with it, since we were still sleeping on our old bed in the meanwhile. Fast forward to Saturday August 26th (a week later) and we receive a call that the goods were going to be delivered tomorrow (Sunday August 27th) between 9:40am and 12:40pm. Finally! We quickly got rid of our existing bed to make room for the new arrival and then patiently wait for delivery. At 12:40pm, the truck shows up with a queen size box spring which clearly is the wrong size. Realizing the error, the delivery men pack up the wrong box spring and tell us we have to contact the store. They depart and leave the bed frame behind.
We get into our car and go to The Brick to see what they can do (as there motto on their invoices is "it is our commitment to serve you, our customer ). We line up at customer service and explain the dilemma to the woman at the counter (Andrea). She tells us that we won't see another delivery until next Tuesday, maybe Wednesday. We explain to her that we already have been waiting for a week for this box spring and that my wife and I who are both in our fifties no longer have a bed to sleep on since we discarded of the one to make room for the new one. She was apathetic about our situation (in fact seemed like she couldn't care less) but said she would speak to the manager to see if they could do anything. She returned to say that if we would take something they had in store they would get it to us. We reluctantly accepted to take a box spring that would not match our mattress and then she says "Okay ... delivery will be Tuesday or Wednesday). What?? I exclaimed, you are offering me the same delivery date that you did in the first place but now you want me to take something that you have in the store instead of what I ordered? I told her to never mind everything and just refund my money to my credit card. She replies "I'm sorry I can't refund you until tomorrow because the invoice is not available at the moment". I tell her that tomorrow is fine, but just to be clear you are refunding the entire total; correct? She tells me that if I keep the bed frame then they will still charge the delivery fee. What?, the bed frame easily fits in car and needn't be delivered I explain to her. She tells me that I need to bring it back if I want the delivery fee refunded. So guess what, another trip home and then back to The Brick for me. I arrive back and get this, she then informs me that I shouldn't have brought it back and they are not responsible if it gets lost in the store.
So, 3 trips to The Brick and nothing to show for it. In fact, as I write this they are still holding both my money and the goods. If I don't get credited tomorrow, I will call my bank and dispute the charges of course, but still a hassle nonetheless.
Through all of this, the manager never came out even out once to see if he could help us. Despite the fact that this was completely there error and we are just the innocent victims, there were no apologies from anyone at anytime for anything.
So all this to say we had a very negative experience there and so a very big bag of lemons to The Brick (although I don't know if they are all as mismanaged as the Kirkland location)