This review is about a table that I purchased at The Brick located at 20 Ashtonbee Road, Scarborough, Ontario.
It was August 30th when I unwrapped the table base. I noticed there was rust marks on some of the table legs. It was around 8:30pm so I called the store immediately to explain the problem and ask for an email address where I could send a picture explaining this problem. I was given the email address and was assured that someone would get back to me the next day. Over the next few days, I followed up with 2 phone calls and 1 more email. During one phone call I was told that the emails had not been checked in a couple days because there was an event at the store but I was assured that someone would get around to it the next day. That was not the case. It was not until yesterday, September 5th, that I received a phone call back.
The customer service representative offered me a $90 credit to keep the defective table legs and I said that I did not want a damaged table. She then said that she could order replacement legs and the store would call me when they were ready for pick up. I asked for that to be expedited but was told that was not possible. I explained to the representative that I had waited a week for the courtesy of a reply and in that time not only did I have to telephone multiple times to follow up on this issue but I also had to cancel a dinner party because I did not have a table to entertain my guests with. The representative replied with “oh yeah, that sucks”.
I still have not received a call from the store notifying me that the replacement table legs have come in.
It was extremely difficult trying to find an email address to head office and I ended up having to telephone the warranties department in order to obtain contact information.
This is not acceptable customer service. Based on this awful experience, I am not sure that I will ever purchase from or recommend The Brick.
It is now a month after purchase and 2 full weeks after I unwrapped the table and still have not received a response from this store.
- Approximate cost of services:
- $300.00