Property Damage and Delivery of Incorrect Goods
Nature of Dispute:
This complaint concerns a failure to provide the correct product, physical damage to new property caused by installers, and a subsequent failure to provide a reasonable resolution or maintain professional communication.
Statement of Facts:
On January 8, 2026, I received an installation service for a Samsung Bespoke washer–dryer combo pedestal. The installers arrived with the incorrect pedestal model. Despite being informed of the error, the installers insisted the model was compatible and proceeded with the installation. This resulted in visible cosmetic damage to the brand-new appliance.
On January 9, 2026, I submitted a formal report to The Brick including photographic evidence. Over the following five weeks, my attempts to resolve this were met with significant delays and a lack of follow-through. On February 14, 2026, I was offered a settlement of $150. I declined this offer as it is insufficient to cover the depreciation of the damaged appliance, the cost of the correct product, or the inconvenience caused by the company's negligence.
Current Status:
Product: The incorrect pedestal remains in my home; the correct model is reportedly on backorder with no ETA provided.
Damage: The washer–dryer unit remains damaged.
Communication: The business has failed to provide a timeline for repair or replacement despite multiple inquiries.
Desired Resolution:
To resolve this matter, I require the following:
Repair or Replacement: A certified technician to repair the cosmetic damage to the appliance or a full replacement of the unit.
Product Correction: Immediate delivery and professional installation of the correct Samsung Bespoke pedestal.
Fair Compensation: A revised compensation offer that reflects the loss of value to the appliance and the documented service failures.
Communication: A written commitment to a firm resolution timeline within five business days
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