ComplaintsforThe Brick - Collingwood

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sep 23, 2021 purchased Sofa Bed ******** ***** which was delivered on Sep 29, 2021. Paid $1,576.30 for the sofa including The Brick Blanket 5 Year Protection Plan. "Blanket Five-Year Protection on Your Furniture: Sit back and relax. Virtually any defect in the construction or craftsmanship of your furniture is protected" 1 year manufacturer warranty offered which includes Defective construction and Faulty joints. May 11, 2022 - reported to the Brick store issues with the sofa frame which should be covered under first year manufacturer warranty. Advised the Brick that I have concerns about this weak frame and repairs and would like to talk to the manager or the owner. No response. Repairs were approved and I was rest assured there will be no more issues with the frame and the sofa will look like new again. Aug 30, 2022 - technician proceeded with the repairs at my property. Damaged fabric and dust liner by ripping it instead of removing staples. Left sofa shaking and not stable. I was not happy how the repairs were done and in what condition the sofa was left. It did not look like new again but was left functional and I was assured issue is fixed. Mar 7, 2023 - 2nd claim was reported - issue with frame due to poor previous repairs-broken exposed sharp staples and wood frame. Mar 29, 2023 - same technician came to do repairs. He damaged seat of the pullout bed, ripped again and damaged dust liner leaving it in some parts unattached to the frame, sharp piece of wood, screws and staples left exposed. Sofa arms splitting to side, seat attached to side arm is higher than it was originally. Weak structure. Store response - they want to send same tech to fix the repairs. Their explanation dust liner gets damaged by normal wear. Which is not true, it was damaged by their technician. **** **** ******** ******** *********** ** ******** ******** ** *** ****** I am asking for full refund incl. extended Warranty and removal of the sofa. I do not wish to deal with repairs.

  Customer response

  15/05/2023

  Further to my email sent to you on April 21, 2023 please be advised that I have received a call from **** and after a few email correspondence I received the final offer to resolve the problem. ***** ************ *********  

  
  

  The store owner provided in store credit in the amount of the value of the sofa. No refund for the warranty. The damaged sofa was picked up on April 27, 2023.

  
  

  I accepted this offer as there was no other choice, the store would not provide a refund.

  
  

  I would like to thank you for your time and help. If not claimed via BBB this would be going on for a long time. 

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