written by Sariahp386 on 28/04/2016
I ordered 4 Items - selected a delivery date to then be emailed to say that my selected date could not be accommodated and was rescheduled to a date that was best for them the following Friday.
I called the day before to check a delivery time slot to be told between 12.00 & 19.00 - so basically a full day time slot but was told I would get a phone call an hour before the delivery arrived. I took time off work and waited until 18.30 still no sign of goods or a phone call. I called the customer services to be told - 'no transportation customer service people where in as it was after 17.30' - sorry but if you delivery until 19.00 surely there should always be someone in contact with the delivery team - after a very unhelpful conversation and to be told - ' they may just be running late' I gave up and decided to wait. Still no phone call to say they were not coming or even to reschedule.
I called back on the Monday - waiting time of around 40 minutes - to be told they would have to see if the goods had been returned to the warehouse (I would hope so as I definitely hadn't received anything) and again that they would be in touch.
Tuesday comes around - still no phone call to let me know where my goods where or an apology due to the fact I had taken time off work.
Another 40 minute wait to speak with someone to be told they would find out when can be arranged for a re delivery and would call me back - again I had to call them 6 hours later to find out this information.
I told them in previous calls that I would not be willing to take more time off work for this delivery and told them when I would be in (mornings up to 1pm and Friday all day)
I was then asked if I could reschedule for Thursday 12.00-19.00 which was of course a NO as already discussed!!
Final day they gave me for delivery was Saturday morning between 7&12 this was fine for me and made adjustments to suit. 11.30 Saturday morning and still no sign of the goods or said 'Phone Call' to let me know they are an hour away.
Another phone call to customer services to check - 20 Minutes later - 'Transport team doesn't work weekends so I cant get in touch with the drivers but the delivery should be with you'. - hung up with no hope for delivery yet again.
12.15 and the wren van pulls up outside - first thing that is said as soon as I open the door 'We cant take it upstairs' - good afternoon to you too Mr delivery driver!! I already know most shops don't take furniture into the rooms specified for insurance purposes.
Overall not happy with the way things were dealt with and definitely think procedures need looking into!! Also payment was taken the next day after I placed the order and the goods where not delivered for a further 10 days - Delivery charge of £35.00 I expect an on time friendly delivery.
Cant fault the quality of the goods - excellent on that part!!
Would I order again from Wren - Highly doubtful and have told many people of the experience I have had which is such a shame.