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October 2024 by Mike Seib
Ordered a fridge online to be at the Edson branch for Friday. Gave them a week in advance to do so ( you can set the delivery day when you make an online order) wanted it on that day because I had it off. Called on Thursday to confirm it would be there on Friday, they said yes. Showed up on Friday right before the end of day aaaaand...it didn't get shipped from Hinton. Maybe it would show up Tuesday.
Now I'm on nights but still could pick it up. 3pm 4 days later I still haven't gotten a call telling me they managed to ship a fridge from Hinton to Edson. Incompetent? Pathetic? Won't likely ever use this company again. Could have hopped in my truck and had the appliance here Saturday morning. Not so much as an apology or an update. Awful customer service in my opinion.
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October 2024 by Zorua Kat (Zoruakat)
Only give this store your business if you want to be scammed. I'd give it 0 stars if I could.
We have attempted to purchase from them several times, and after this most recent ordeal, have officially learned our lesson. We will hopefully never have to step foot in there again.
The final straw was when we tried to purchase a freezer from them, over a month ago. They never contacted us to confirm delivery, and we foolishly still took the day to wait at home for nothing. When we called to figure out what went wrong, we found out someone on the staff simply went into the system and manually changed our delivery date to be delayed, but left no note or comment on why.
The employee we spoke to (a lovely lady named Alex who is doing her best despite being employed by careless and incompetent fools) did her best to rectify it. The newly promised delivery date was another wasted day off waiting around the house for nothing. We called and once again spoke to Alex, who opened the client file to read that someone took the freezer off the truck.
No reason why was given, and again no one contacted us, but we assumed that was because 'confirmation' could be assumed when we first spoke to Alex. So we are given a new delivery date yet again, this time with a guarantee that the owner's themselves would ensure we were delivered our product. Miserably unsurprisingly we wasted another day to receive nothing. I tried calling and found that I was suddenly going straight to voicemail. Willing to give the benefit of the doubt that there could be a service provider issue, I waited until the next day. This call was once again answered by Alex, who relayed the updates in our client file: The Brick claimed they left us a voicemail and due to not reaching us, took the freezer off of the truck once more. There were no such attempts actually made; our voicemails were empty and our call histories had nothing. We did have two phone numbers on file, after all.
One last attempt at correcting the mistake was done on her part, and when that day off waiting had the same result as all the others, we decided enough was enough. It was over a month and it was painfully clear we were not getting our freezer.
Between the constant and changing excuses, the clear incompetence of every employee besides Alex, who doesn't have decision making power and can only try to get her employers to actually run their business, and the pure unprofessionalism, we had reached our limits.
We went in-store to demand they cancel the sale and provide us a full refund. This is when we had the terrible misfortune of speaking to Gavin, son of the owners. His blatant disrespect made me nauseous, and he completely dismissed the situation at hand, claiming they had tried to call us. No one, at any point, attempted to communicate with us besides Alex. Who, once again, doesn't hold a position where she can be effective help.
Gavin in all his glorious incompetence PROMISES that our freezer is being put on a truck and we will have it that night, by 6 PM. This was, of course, completely and utterly untrue. They evidently have no intention of carrying out the sale and giving us our product. I'm not even convinced they ever had it brought to their store.
That night we ended up seeking some brief legal council on how to move forward. On said advice, we returned the next morning with a signed written request for The Brick to cancel the order and refund us in full, lest we take them to civil court.
The ONLY reason the sale is cancelled and we should be seeing our refund in 48 hours is we were blessed to have Alex working the desk. She had no qualms with fulfilling our request, despite not having the authority to. After an unsurprisingly long wait while she tried to get ahold of the owners for permission to cancel and refund the sale, she showed us the V for void on the screen, and told us that if we haven't received the full refund
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October 2024 by brian lackey
Alex was amazing and super helpful to us as we selected appliances, and the delivery team were fantastic!
Highly recommended ?
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October 2024 by Vanessa Hugie
From start to finish it was a fantastic experience. Friendly, helpful staff with lots of great knowledge and suggestions and timely and accurate communication. The delivery was quick, easy and again the drivers were very friendly and helpful.
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September 2024 by Sandra Campbell
I want to start by commending the delivery team—they were fantastic and very professional. They did an incredible job adjusting the door with a tool in just five minutes and fixing it back like nothing happened. It was exceptional work—kudos to them!
However, I must share my concerns about the overall experience with The Brick Edson staff. The communication between the salesperson and the manager was inconsistent, and it left us feeling frustrated and exhausted. We were given conflicting information about our delivery date, with charges being processed and then the delivery canceled within 24 hours. This was particularly stressful given our situation with re-entering Jasper and having groceries (meat and dairy) waiting for a fridge that didn’t arrive as expected.
While the delivery team exceeded our expectations, the communication issues made the process far less pleasant than it could have been. I hope this feedback helps improve future experiences for other customers.
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September 2024 by Jay McArthur
Ordered fridge based on speed of delivery, live in jasper. currently don’t have fridge(wildfire). Talked with Shawn? Said be here by today? Nothing? No call, no msg. Talked to someone else today there and said our order will be another 2 weeks??? What? Awesome! If I start over somewhere else that will prob be delivery date now anyhow. Last brick purchase ever!!!!!!!
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September 2024 by Joost Tijssen
The two delivery guys did a great job! Clean, fast and super careful not to damage anything (as they had to get the fridge up the stairs).
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September 2024 by Jamie kanciruk
They were nice and very careful when moving the stove in. Great job
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August 2024 by Brandee Humeniuk
The delivery guys were quick, friendly and courteous. They put my purchase exactly where I asked them to. No damage to my home. 10/10 recommend.
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August 2024 by Raelene Hunt
Huge rave to Alex Gavin and Adam at the brick after a few hiccups they came together and made sure I got my new couches for when my kids came home thanks for going above and beyond you guys
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August 2024 by Roxanne Bergen
Great service all the way & delivery was earlier than expected & went very smoothly!
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August 2024 by Sam Hallows
Excellent customer service and good quality products! The deliverymen were wonderful and brought the couch and bedframe in perfect condition. My better half had been dealing with a sales lady at the Edson location and had nothing but great things to say about his experience with her :)
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July 2024 by Katelynn Shantz
Fast when there show up. Thank.
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June 2024 by Trevor Dodge
Raj and gurmoor are top notch will recommend to anyone.
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June 2024 by Bruce Whitworth
Gurnoor& raj were fantastic on the delivery. Very curtious and freindly
