Worst customer service and Store Manager
We bought a few items from the Brick and generally were happy until our love seat frame broke. Since we bought the extended 5 years warranty (by the way no one in store will tell you that you will wait 3 months for repair). I called the Brick on McLeod Trail and was given a number to call. They gave gave me a ticket number and was told that someone will be in touch with 48-72 hours, 2 weeks passed and no one called, finally the third week the repairman called and set up an appointment 8 days from the time he called. He arrived at the house and stated that the frame is broken and a part is needed, he will order it today and should take two weeks, this was late March. Two weeks passed and finally on May 13th, we were in Victoria and a message was left on my cell that the part shipped and should have it within 3-5 days. No part arrived, I called again, and the worst customer service person you could imagine was questioning why would they tell me it takes two weeks when in actuality parts take 90 days. I said I wish someone would say that when they sell you the warranty. She stated that the part actually should be in soon hopefully in two weeks. End of June I called and spoke to a woman with British accent who stated that the part is now back ordered till July 9th, if part is not in by then, she will replace the love seat, I asked her to email me a confirmation but never received anything. Finally the part showed up but repairman didn't. I called on the 15th, again a woman from New Brunswick stated that you should hear from repairman within 48 hours. A week later still no call. I called and was promised someone will follow up. No follow up again. I went personally to the store and spoke to the customer service supervisor who promised to send an email and advise us. didn't hear from her either. I called yesterday, Daniel he promised to let me know by 1 pm mountain time. no call. I called the store and asked to speak to the store manager, was told not in, however will give supervisor my number to call me. No call.
I called again this morning and was told store manager is on a conference call, and was told that she will have the supervisor call me, I told her that you said same thing yesterday and no call, she stated that she did give her the number and it is up to her to call. I stated that I will hold for the store manager, after several minutes, they told me that they will leave him a message to call and same for supervisor. This behaviour from the Brick is very shameful as I know I will not be getting a call from either. I tried asking the sales people for help, but all I got talk to customer service ,which in itself is an oxymoron since they provide none. Obviously I will never buy anything at the Brick because of all the above, a phone call from the supervisor or manager would have gone a long way but I guess all they are interested is selling more extended warranties that in reality are useless since they take too long. They should and try to emulate Future shop's warranty. You take the broken item and they immediately replace it.