My Wren Kitchen – Overview
I bought a new kitchen from Wren Living this April for delivery in late July. It’s the most expensive thing I’ve ever bought that wasn’t an entire house.
I’m writing this because I felt badly treated by Wren. I’d made a large and important purchase, and once they had my money they didn’t seem at all interested in keeping me happy.
The only person that ever apologised to me was Kelly Longman in Southampton (covering for the absent manager from the Guildford branch where I bought) – thanks Kelly for showing some compassion and humanity.
My experience with customer services was miserable. They never replied to emails, and calling generally involved waiting 20 minutes for somebody to answer the phone followed by a ‘computer says no’ type conversation. I logged 4 hours and 20 minutes calling customer support, most of it spent on hold.
If you’re here because you’re thinking of buying a kitchen from Wren then may I suggest that you first try out their customer support and see if you like it. Dial 0345 127 7008 the choose option 2 then option 3 then option 1. You may want a speaker phone or hands free set whilst you wait to get through.
Wren’s Managing Director Armando Sanchez at one time published his mobile number, but that number is now taken care of the same customer services team. I guess the level of customer unhappiness was too much for him.
From conversations with friends it seems that maybe there’s no such thing as a good kitchen company, but hopefully my bad experiences with Wren can help you choose better where you buy (parts of) your kitchen from.
Filed under: could_do_better, grumble | 1 Comment
Tags: customer, kitchen, living, service, support, Wren