Not good enough

Wren Kitchens - www.wrenkitchens.com
★★★★☆
4.3
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Crosslady's review of Wren Kitchens - www.wrenkitchens.com

“Not good enough”

★☆☆☆☆

written by Crosslady on 28/10/2014

Ordered a set of flatpack bedroom furniture. 2 boxes were missing on delivery but received them later that evening. 2 of the packages had been water damaged - one sufficiently so that the top three pieces of the flatpacked furniture inside had been ruined by damp, mould and mildew that would not wipe off.

The customer service number at the top of the delivery note was incorrect.

When we finally tracked down a number and spoke to a customer service rep, we were told we would have to send a photograph before they would take any action. This was inconvenient as my husband had packaged everything back up again, and annoying because they didn't want to take our word.

I emailed a photograph the next day, and received an automatic response saying that whilst they attempt to answer all emails the same working day, it sometimes went into two working days, and not to email again within this time frame.

1 week later I have heard nothing.

Not good enough Wren, quite frankly. The quality of the furniture is actually pretty good for the price, however you market yourselves as being a 'Customer Service company', and my experience (along with many others on this website alone) has sadly not borne this out.

Wrenkitchens's Response to Crosslady's Review

Written on: 28/10/2014

Dear customer,

Thank you for taking the time to list your review and we are sorry to hear that this was an unsatisfactory experience.

Our company policy is to always get photos of any damages, quality issues and such like. This is to develop our processes internally and be able to avoid incidences in the future as and where we can.

Please can you provide some order details so we can investigate this fully and help this become resolved as quickly as possible.

Thank you

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Crosslady's reply to Wrenkitchens's Comment

Written on: 29/10/2014

Thank you for responding. Sorry to be disagreeable, but I do have to disagree that getting photos before following up on a complaint would help to develop your internal processes and avoid future instances. Inspecting the damaged goods on collection and investigating how it happened would do that.

All the details have been provided via the email address. Having chased up again yesterday I received a reply last evening to say a replacement will be sent w/c 10th November. I very much hope that will be the end of it.

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Wrenkitchens's reply to Crosslady's Comment

Written on: 29/10/2014

We are sorry that in this instance the length of time taken to respond was not within the time specified.

Unfortunately, I cannot view the order details via this platform but would like to monitor this more closely so if you would be willing to provide your order details I can ensure that this is resolved swiftly from now on.

Kind Regards

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Crosslady's reply to Wrenkitchens's Comment

Written on: 29/10/2014

Order number is 21306571. Thanks.

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