Complaints

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pallet of bricks from the ******* **********, the picture depicted in the ad showed a pallet of clean, whole bricks. What they delivered was a pallet of broken bricks covered with mortar. Some bricks were even not separated from other bricks, but still connected so there were 3 bricks still mortared together. There is no use for a bunch of broken bricks. The picture in the ad was nothing like what was delivered and can be of no use for anybody. We contacted the company and they refused to provide a refund.

  

  Business response

  03/27/2023

  Hello,

  One of the customers who purchased a pallet of bricks from us is Neil ********.  I'm assuming this is in regards to his purchase, although the complaint is coming from Susan.  I am unsure of the relationship of these two parties.  Additionally, we are Lincoln Landscaping, however, the complaint refers to ******* **********.  I'm assuming this was an error on the submitter's part.  

  If both assumptions are correct, I've attached pictures of the bricks in question, ** *** ******** *******.  Pictures that were included in the listing are labeled 'ListingPics' and show antique, used bricks, which are not all full size, none are new, some have mortar still attached, many are chipped and cracking, etc.  This is exactly how it was advertised on ******** (see picture 'ListingDescription' for where I listed the product as USED.)  The picture that Susan submitted of the bricks delivered to them matches the picture in the listing.  They did in fact receive what was advertised.  While we had 10 pallets for sale and not all were pictured, in this case, Neil was delivered one of the actual pallets pictured, so there is no way that it was misrepresented. 

  Furthermore, Neil's initial message acknowledges the bricks as both 'antique' and 'old'.  This is included in the attached 'Message1'.  This indicates that the Neil was aware he was NOT purchasing brand new bricks.  He was purchasing used, antique bricks.  

  Neil goes on to ask me about using them for a retaining wall.  I declined to answer indicating that we do not use bricks for retaining walls.  Many homeowners DIY projects with all sorts of materials.  As a professional installation company, we would never use these (or their new version) to build a retaining wall.  That's not what this product is designed for.  

  I asked Neil to come out and pick out which pallet he wanted delivered to him.  He declined and asked that we pick him out one instead.  Since he had seen pictures of the pallet in question, that was the one delivered to ensure that we were giving the customer exactly what they should have been expecting.  This is indicated in the attached 'Message4' and 'Message5'.

  Finally, no one has refused to provide a refund.  Neil has not contacted us at all.  Contact received from Susan has been in the form of a call to our office with message left on 3/23, a BBB complaint on 3/24, a bitter ******** comment on 3/24, and an email received 3/27.  I attempted to contact Neil on 3/23 via ******** (the platform where the sale occurred), but have received no response.  This is the first response that is being sent to Susan, again, working under the assumption that she is contacting us regarding Neil's purchase.  Neither Neil nor Susan have returned the product for a refund.  If they had asked to do so, or had brought in the product purchased for return, a refund would have been given of course.  This delivery was set up 21 days ago, and was delivered to the customer on 3/10.  Contact made 13 days later on 3/23 was the first we had heard that Susan was not satisfied with the product that Neil purchased.  

  I would encourage the customer in this case to return the product for a refund if that's what they wish.  Similarly, if you purchased a pool from ******* and are not satisfied with it, you would return it to ******* and they would issue a refund. You would not expect to keep the product and also receive your money back, although that is what Susan seems to be implying by her many complaints.  Again - at no point has she been refused a refund, or attempted to return the product that Neil purchased. 

  Thank you,

  Lindsey

  Customer response

  03/29/2023

  This is response to what Lindsay from Lincoln Landscaping replied to BBB. I called and emailed Lindsay and she did NOT respond to either. Than according to her response to BBB, she had ********** a message. We never use ******** for messaging, so did not look there. But what she told BBB and what was her ******** message were entirely 2 different things. She stated she offered us a refund, she did NOT.

  The other note, is even if she had offered a refund if we return them (which she did not), the bricks required a forklift which we do not have.

  She then sent another ** messsage stating I said the bricks were "NEW". I never said that, another false statement of Lindsay.  She stated in her ad that the bricks were in "good" condition. The bricks were broken, some shattered, covered in mortar and some were even still connected to other bricks by mortar. So they were not even individual bricks.  And as I stated before the photo she posted was nothing like the bricks she sent over. The photo she depicted in her ad, were clean, so clean you could even read the name of the brick company that made them. There is absolutely no way this broken bricks would be use to anyone.

  If I could figure out a way to forward her ** messages I would, but I don't know how.

  All I want is my money back and for her to pick up the broken bricks.
  

   

   

   

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