Worthwhile Complaint?

TheMoney

I'm wanting advice on whether I should pursue my complaint further, and if so, where can I complain to.
I purchased a new kitchen from Wren in september 2013. Initially, their designers measured the kitchen wrongly, and therefore the delivered goods didn't fit and had to be replaced, bearing in mind it had already been 10 weeks for delivery.
When the correct items were delivered, one of the doors was damaged, I watched the doors come from the van and know they weren't droppped. When I brought this to the attention of Wren, they were adamant it must have been dropped by the fitters, and stamped their feet for several weeks before agreeing to replace it.
Next, the oven broke. I reported this to Wren, who send an engineer from the manafacturer. The engineer took one look, didn;t touch the over, and claimed he knew the issue, yet when questioned he said this had never happened before. Fair enough, just get it sorted...but no, 2 weeks later I contact Wren to find out what is happening as we hadn;t been given any timescales, apparently the manafacturer now has no record of ever sending an engineer out!
Eventually a week later another engineer came, identified the problem, and ordered the part, a further 2 weeks later I finally had a working oven!
Further small niggles occurred, which again were reported to Wren, and similarly their response was extremely slow, and reluctant.
I made a complaint to Wren's directors office in July 2014, and I gave them 8 weeks to provide me a resolution. The issues had gone on for almost a year, so I feel that was more than enough time.
8 weeks passed, and I had no response whatsoever. I have confirmation they received the complaint, but each further e-mail I sent was ignored.
Finally, in November 2014 I have managed to get a response, to which they have offered me £200.

Due to the issues I have had, their extreme lack of care and service, the length of time this has lasted, and the fact the kitchen was over £10,000, I don't feel this offer really covers what I've dealt with...not to mention costs of takeaways when I didn't have a working oven!

Any comments greatly appreciated

hollydays

Search the boards for wren

https://forums.moneysavingexpert.com/discussion/3461405
They are a joke- see all the fake newbies posting throughout .

TheMoney

I see many people have issues with them, but my point here is...
My fitter spent more time than planned as incorrect parts were delivered so had to return another day, and this happened several times.
I also had to spent extra on food as I didn't have a working oven.

Am I being unreasonable expecting a minimum of £500 for the fact I'm out of pocket, and the fact that it has taken almost a year for them to complete an order?

browneyedbazzi

You say that your fitter spend extra time on the job and you had expenses for take-away food while the oven was out of service - did you send Wren the details of these costs? Did you state in your complaint to Wren what you wanted from them to resolve the issue? You say about that you expected a minimum of £500 - did you tell them that or make any suggestion of what you want?

A key part of complaining effectively is to make your expectations clear. How can a business meet your expectations if they don't know what they are?

wealdroam

TheMoney wrote: »

Am I being unreasonable expecting a minimum of £500 for the fact I'm out of pocket, and the fact that it has taken almost a year for them to complete an order?

Possibly.

What is unreasonable is plucking a figure out of the air and expecting your supplier to pay it without question.

You need to quantify your extra costs due to their errors.

And by the way, if you were to consider the takeaways, you would need to deduct from your claim the cost of the food you would've otherwise purchased... you have to eat whether the oven is working or not.

Although not your scenario, you might find some useful information in MSE's Failed Delivery guide.

gik

TheMoney wrote: »

I see many people have issues with them, but my point here is...
My fitter spent more time than planned as incorrect parts were delivered so had to return another day, and this happened several times.
I also had to spent extra on food as I didn't have a working oven.

Am I being unreasonable expecting a minimum of £500 for the fact I'm out of pocket, and the fact that it has taken almost a year for them to complete an order?

Given Wren's poor customer service history...I suggest no! Cut your losses.

TheMoney

I forwarded all the details of extra expenses to Wren, apart from food costs as realistically who would keep the receipts from a takeaway?
Given the circumstances, I would expect them to cover these costs, however it seems they have no regard for their reputation whatsoever.
I do feel like i've come to a brick wall, and they're going to get away with giving a mere £200 despite their attrocious attitude towards business.
I just hope that atleast my experience, along with all the others on here will persuade people to look elsewhere