The Brick

I would like to edit my original review posted on google approx a month ago. Although the manager, sales and cashier persons, even the first part of the delivery was very good and uneventful. Unfortunately, I can not say the same thing for the last part of the delivery/pick up. My last appliance to come was a stove and the guys were suppose to pick up my old appliance. Some steps were missed by the delivery team. They were suppose to contact me 24hrs before the delivery, and when they tried to contact me, I was at work and was unable to answer. They left an automated message in my inbox telling me how to prepare for the delivery/pickup, but they never specified the time, when I tried calling back that number, again there was only a recoding system, without being able to chat with a representative to find out specifications on the delivery/pick up. Next day, I did not receive any other call or text messages, and the delivery truck showed up around noon time. I told them none had called or text me that day to give specific time frame, so understandingly, I had fed my kids before that, so the stove was still warm by the time they arrived. They got upset and said they would not take any hot appliance on their truck. That I would have to call back to get the stove pick up another time. I asked them kindly to wait 10 mins, but they refused. I showed them my phone and email and proved no new calls texts or emails were there to specify time of delivery/pick up that day. They both witnessed someone had made a mistake at The Brick for not calling that day. They said I should have received an sms one hour in advance, which I did not. One guy left my house very upset, the other one asked for my signature which I refused to provide until I spoke with a The Brick representative so I started making a phone call to The Brick store, but he also got upset and left. They did not take my signature and they left the old appliance. I finally got the Brick representative at Innes road on the phone and I explained to her all what happened. I was always very polite and told her of the situation. After she heard she just apologized and ensured they would come to pick up the appliance on Monday. She said she documented all on my file (hopefully there is a recording of the call). So naive of me believing in the good will of people. Today, Thursday December 29th, they have not picked up the appliance. I thought, they must be so busy. So I decided to call back and get an estimated time/date. The lady that answered on Dec 29th at the online number of The Brick at Innes road, told me there was no documentation of my call on Saturday Dec 24th, done between 12-1 pm ( a total lie). But that there was a documentation that my appliances were delivered. She even just then documented on my file, that my old appliance was hot, reason why they did not take it on Saturday, and even told me it was all my fault, refused to listen to me and now used all my explanation against me, denying I had previously called and denied the other lady had told me someone would come to pick up my old appliance. She said I would get my $15dls refund and that was it. She was rude and made fun of me. Fortunately, since I have very good education, I kept my good manners and thanked sarcastically for her customer service. I write this review for those people that purchase in this store, although of course the sales are great since the intention is to sale (The Brick Cyrville Ottawa), the delivery system has a lot of errors. They made me feel non-respected, that my word as a customer did not have a value, that my words during the explanation were used against me, and the only thing I was asking was for them to pickup my old appliance as we had arranged. I don’t care about the 15dls, I care about how the delivery team and even the two ladies that answered the phone were just protecting the store and themselves from the mistakes of the delivery system. They just documented what was convenient to them. Ibrahim, manager at the Brick at Innes Cyrville road, if you read this, please review the process of delivery, because of big mistakes the store can loose great customers.