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The Brick in Whitby, Ontario (25 Consumers Drive) - save money and don't miss sales, events, news, coupons. The Brick is located on address 25 Consumers Drive, Whitby, ON L1N9S2.
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Mon - Fri 9:30 AM - 9:30 PM
Saturday 9:00 AM - 9:00 PM
Sunday 10:00 AM - 6:00 PM
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(1/5) Terrible customer service
By Marg on Dec 10, 2020
I bought s electronic reclaiming couch from the brick in June 2019 with a 5 year extended warranty. Realized after the first year (in a room not used much), that one side of the couch was pulling away from the frame. October 9, 2020 received confirmation of furniture inspection and received a claim number. An inspector came October 21, 2020 barely looked at the couch and told use “he sees this all the time”. (He was here barely 10seconds). And said it needs a new mechanism, my husband said it’s operating fine and was ignored and off he went. November 1, 2020 customer service rep emailed me saying warranty claim was approved and tech office would contact me when parts arrived. We were contact and the tech came November 13, 2020 and had the wrong part. November 16, 2020 I emailed the customer service rep and asked when we can expect the couch repaired, she indicated not sure as they ordered the wrong part and were reordering the correct one and unsure and would “try” to contact me in a week and let me know. November 26, 2020 found out they were coming November, 27, 2020 they arrived with the wrong part again. I phoned and left a message for the customer service rep and never received a call back. I emailed the same day and no one ever got back to me by phone or email. I even left a message for the Whitby store manager, surprise surprise no response. It gets better today, December 9, 2020 I got a call from a different customer service rep to be told that Canpar was transporting the parts today, so I asked when can I expect the repair to be done. Yet again I was told the tech department would be in contact and did I want the tracking number - I said sure but asked why would I need it. She said because it’s being shipped to your house, I asked size and was told it’s 68” long. So they made shipping arrangements without even consulting me???? I requested to speak to the store manager she indicated it would be the operations manager. I requested the operations manager call me and in a follow up email I requested this individuals name and number. I’m certain I won’t here back. Now I’m their warehouse with no idea on when this repair will be done. Guess I will be paying the Whitby store manager a visit tomorrow.
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