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“DO NOT BUY, STAY WELL CLEAR”

written by Money85 on 17/04/2015

I recently purchased a Kitchen from Wren in Chelmsford over a week ago, the kitchen designer was friendly and very helpful, but unfortunately due to unforeseen circumstances relating to the property my partner and I are renovating we went back to Wren in Chelmsford and asked for a refund, this is when the trouble began, we spoke to one of the managers in store who informed us that he would send an email to head office to cancel our order and that someone from head office would phone me to let me know that it had been processed and I would receive a refund within 5 working days.
A week later no phone call, no refund, so I decided to email Wrens customer service, informing them of the situation and received a reply that someone would contact me within 24 hours.
24 hours past without anyone contacting me so after hunting for the phone number I eventually managed to phone customer service, who informed me that they had received an email from the store manager but the order was still active.
The customer service advisor informed me that he would need to call the store as its there responsibility to cancel and refund the order.
If its the stores job to cancel the order and to refund me the money then WHY did the manager not do it two weeks ago when I went into the store.
I phoned the store who informed me that the manager was busy and would phone me back.
I haven't received a phone call, my order still hasn't been cancelled and I have not received my refund.
Wren where quick enough to take my money but don't want to give it to me back.
The ridiculous thing about the whole situation is that once we had solved the situation with the property we would of most probably gone back to wren and purchased a kitchen, but I feel so lucky NOT to have had a kitchen installed by them as if this is the hassle you get from just wanting a refund then I've had a lucky escape.
I will never purchase anything from wren and we advise people to stay well clear.