Missing items from the order - Complaint about Wren Kitchens - A Spokesman Said

Missing items from the order

Complaint about  Wren Kitchens  | ANSWERED

Wren Kitchens

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Belal Abed


Missing items from the order

Complaint about Wren Kitchens

This is my second time dealing with Wren Kitchen, my first order was 4 years ago and I had many problems with the delivery, missing items and it took me at least 10 visits to the shop to collect missing items or to return wrongly delivered items. In October, I bought new house in London and I decided to go ahead and visit them again and they told me they are much better now when it comes to delivery and any missing items will be delivered in 48 hours. I placed my order with them ( Portsmouth showroom and my order was with Joe Hannam). At that time I didnt know the exact date for delivery because the house was still under full refurbishment ( I relocated to London and left Portsmouth). Joe advised that I can pay 10% now and when I am sure about the delivery I can go and finalize the order. he told me once I confirm the order, they can deliver it within 12-14 days . on 2nd or third of December 2016, I went to the show room to finish the order and pay the full amount and we agreed that the delivery would be on or before 17th December. After few days I received an email from Joe saying that they cannot deliver the order on time because of Christmas holiday and the early day for delivery is 9th January. At that time I was shocked as my builder has to finish the work before Christmas as per our agreement so they put me in a bad position and I had to move to my new house with no kitchen. My builder was on holiday and he wasnt able to start before the 17th so I rang Wren and told them to deliver the kitchen on 17th. The kitchen arrived with a notice of two missing items, one is a cabinet door and other one was a panel. Both items are not essential to stop the carpenter from doing the kitchen so I said it is ok and they delivered the missing item after 10 days. After my carpenter finished the work, we found out there are two missing items which are : under sink water proof liner and two clips that cover one of the drawers side. I sent an email to Joe and tried to call him but most of the times the reception tell me he is busy with another customer and will call me back once he is free. He never called me back despite my continuous calls for at least three days. After many trials, I was able to speak to him and he promised me he will arrange for the delivery of those items. I sent him at least three emails and many unsuccessful phone calls and till this moment I havent had any reply from him so I sent a complaint to the customer service today and I am waiting for the response. The overall experience with Wren is very bad but I can tell you that the kitchen is very nice and high quality materials were used in it but they have the worst ever customer service.

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Wren Kitchens | 13/02/2017 12:04 | VERIFIED

Hi Belal I am sorry to hear of your issues, in order to look into this please supply your order details. Thank you Emma

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