The Brick review: Customer service warranty refrigerator 1

I recently purchased a refrigerator off the floor (order number 06191H2ORMH) from The Brick and it's been a terrible experience ever since it was dropped off at my house and multiple people told me to get in touch with CTV if I wanted to see any action being taken.

They dropped off this faulty fridge, took mine away and now I have been without a fridge for 1 month. Based on this experience and my previous one I cannot help but lodge a complaint as this is without a doubt the worst experiences I have had with a business.

- Besides the fridge itself being in a filthy condition (pictures attached), upon plugging in the fridge after two hours from the installation the freezer would not fully close. I called the store immediately and the representative Craig, the ‘manager' said that they would call me the next day by 3PM to arrange for someone to come to my house to look into it. By 5PM the next day nobody had reached out to us and we ended up calling the store ourselves.

- When we called again, the representative who picked up directed us gave us different information and told us to call the warranty department so now it seems like I'm getting the run-around a bit here.

- We got a hold of Craig and were told that they have to fill out a form to send to initiate the repair (why was this not done the day before?)

- We were then told the next day that someone would be coming in on Monday and to expect a call. By 4:30PM we had not received a call and were told a repairman would come the next day instead - he did not arrive the next day.

- When the repairman finally came they investigated the fridge and determined that the original rails must have been damaged and were then replaced but installed incorrectly and I now have to wait 3-5 days for a new part to come in and be installed.

- When the workers came to install the water-line, they had asked about a filter that would have come with the fridge but no filter was given to us.

- I was asked to take additional safety precautions due to the pandemic by sanitizing and scrubbing down the fridge and it was made very clear to me that my old fridge would not be picked up unless I met their standards. I opened the fridge and found it to be completely dirty and in need of a good cleaning by taking apart the shelves and drawers to clean it. I can attach images from when I first opened it. While I fully support taking additional steps due to the pandemic, I was extremely disappointed that the same safety precautions the store asked of me was not extended to their paying customer after I spent over $3000 for this product.

- On top of all this, my first purchase at the Brick (order number 03141H2JWPD) for two end tables and was told that I should expect the tables to be in by mid-April. April came and went and I did not receive a phone call and ended up calling the store myself. When I asked them about the order I was told to expect them at the end of August which is a significantly greater amount of wait time.

- The only way they seemed to be responding was Instagram messages and comments. The social media team (Tara and Jasmine - the others did not give their name) kept saying the message has been delivered to ‘upper management' and said someone called Vasco (the regional manager) is supposed to reach out to us. No one by that name has contacted us. Now we found out they kept deleting all the negative comments including that of other customers on their page, not once but 4 times. When she asked why the comments were deleted - they denied it and blocked her account. I also have proof of this. Businesses might be complacent, but this is going above and beyond to avoid customer service.

- After this, another customer said she got her issue solved by going to the store. My partner went to the store and the employees tried deleting proof of communication on social media earlier, so she decided to record the interaction. She asked to talk to Craig - the same guy we were dealing with. Besides saying he is not willing to cooperate, he was not even wearing a mask. (pictures attached, we also have videos) asked, he said it was not mandatory at the Brick. He also refused to talk and told her that he will call the cops although all she was doing was asking him questions regarding the fridge we paid for. It is also to be noted that another customer seems to have been given the privilege of being compensated for their inconvenience, but my partner was threatened to have the cops called on her. We have the whole interaction on video in case Craig or anyone says otherwise. I wonder why she was discriminated against?

I'm frustrated beyond belief with my experience at The Brick and we found out a few people feel the same. It seems you do not respect your customers' time or money by not honoring deadlines and not reaching out to them and instead having them follow up (I had only once received a follow up call - Craig said he has made multiple calls but I would like to remind them that call logs exist). I am not even expecting white glove service, just some decent customer service as a paying customer.

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