I am appalled by the terrible customer service I experienced today. I had a delivery sc...

GetHuman-trevpowe's customer service issue with The Brick from October 2018

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The issue in GetHuman-trevpowe's own words
I am appalled by the terrible customer service I experienced today. I had a delivery scheduled for today between **:** am and *:** pm. I did as the voicemail directed and cleared a pathway and made space in the area where the furniture was to be placed. As a result our house was upside down and would remain that way until the delivery arrived and things could be placed back in the proper place. My relative showed up early at **:** am and stayed until *:** pm. No delivery arrived. My wife called and was told we were wrong and that the delivery was scheduled for * am and that it was our fault and that the delivery had been cancelled when no one was home and would not be rescheduled for today. I checked our voicemail and it clearly said that the delivery window was between **:** and *:**. I called the Brick back and informed them that it was their fault and not ours, as suggested earlier. The person checked and said I was correct, but nonchalantly stated that sometimes they come at another time outside the delivery window. I was stunned. What was the purpose of a delivery window, if it was not adhered to? There was no apology for the missed delivery. No apology for a relative spending hours at our house for no reason. No apology for telling us that we messed up the delivery time, when it was actually the Brick. There was no sympathy for our house being upside down or it remaining that way until t a new delivery could be scheduled, with a window which was really irrelevant and not adhered to be the delivery company. I was informed that it could now be delivered on Saturday. I informed them that I would need a first delivery, as I had plans that day and that the original missed delivery was not our fault and as such, assumed we would be accommodated as part of good customer service, after all, we were paying for a delivery and non of this was our fault. I was completely wrong. I was told that there would be no time provided until Friday and that it could be at anytime. AGAIN, no apology, no understanding or recognition of the inconvenience that was created. I asked to speak with a manager and was put on hold for * minutes and then told no manager was available, but that one would call me. An hour later, I am still waiting with no call, no new furniture, no new delivery date and no apology. How can a large company like the Brick be so dismissive of a customer and care so little about making a mistake right? Given my experiences so far, I'm hoping I get a call at some point from a manager, but I'm not expecting one given today's experience.*Regards,**Trevor Powell

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The Brick

Customer service issue
Reported by GetHuman-trevpowe
Oct 31st, 2018 - 2 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 19 others
0 customers following this

Timeline

GetHuman-trevpowe started working on this issue
Oct 31st, 2018 8:41pm

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