Yoland J.

I purchased a Madison Sofa Table from The Brick located in Sarnia, which have two identical vertical lines impressed into the wood where something heavy and possibly square was dropped on the face of one of the drawers. I took pictures the day after I picked it up and sent them to The Brick, Sarnia location.

A customer service person first told me that she compared the picture to the floor model and that they are the same and that the marks are natural wood imperfections. This was a lie because there was no floor model. The sales person at the time of purchase showed me the website model that matches the coffee table and end table that I purchased because they didn't have a floor model out on the floor.

Then an associate sent me a picture showing the website model and told me they were the same, which they are not because the website model does not have two vertical impressions that go against the grain of the wood. Funny thing is that when he responded to me, he didn't cut out the correspondence between him and the first customer service person and tried to recall the email when noticed that they sent their conversation to me. In that conversation, without looking at the picture, she told the second customer service person that she had already denied my claim. She was not willing to acknowledge the damage to the drawer.

When I am still not satisfied and pointed out that the website model and what was delivered to me are not the same and that my purchase has two vertical impressions in the wood, which the website model does not have, the first customer service person who lied to me about comparing my pictures to the non-existing floor model, told me that no two items are the same with natural wood imperfections.

Has anyone ever seen two identical natural wood imperfections that are located in the same place, same length, same depth impression and same width? Never. These marks were obviously made by something heavy and square landing on the face of the drawer.

Satisfaction Guarantee? Not in my experience. The Brick refuses to honor their replacement policy of damaged items. I'm not even asking for the whole unit to be replaced, just the one damaged drawer. There are three drawers in total. I understand that the furniture came from either China or Thailand and that things sometimes get damaged during the shipping, but to out-right deny the damage and say its a wood imperfection, lie and say they've compared it to a non-existing floor model is bad business in my view. Here are pictures of what I received, a close up of one of the damaged wood impressions and the website model. Does the drawer look damaged to you or would you call this "natural wood imperfections"? I have never seen two identical natural wood impressions in the same place.