Sales woman sends bitchy email to customer by mistake

A customer care worker accidentally sent an email moaning about a difficult complaint to her CUSTOMER – then tried to 'recall' the message in a follow-up email but was too late.

Joe Stephens and Laura Morgan, 23, had bought a new $7,600 kitchen for their London home yet when the items were delivered on 28 September they discovered the sink was missing.

After complaining to Wren Kitchens, the couple claim the company 'didn't seem to care' and 'palmed' the pair off whenever they tried to pursue their complaint.

However just days later, the couple received an email from Helen Pursglove in which she grumbled about a 'complaining woman'.

It appeared the email had been intended for a work colleague called Joel but had been sent to the customers in error since Joe had been emailing her.

"Picked this call up that I know is going to go waaaaay past anything else (complaining woman and deliveries) – if you want to swap Joel, I'm more than happy to,” the email reads.

Two hours later, the panicking employee sent a follow-up email that read 'Helen Pursglove would like to recall the message 05/10 Lunch Rota', however the couple had already read it.

"We were laughing a lot as soon as we received the email. We knew it would help our case and mean we might get our complaint dealt with more properly now,” Joe, 28 said.

Industrial pipe fitter Joe claims that once he complained about the email, the level of care from Wren Kitchens changed dramatically and the couple were even offered free goods – but say the damage has been done.

"The next day the manager rang me up and was the nicest person ever and was very apologetic. She offered to send us free stuff even. They were suddenly totally different from how they had been with,” he says.

"They dropped the ball massively. They were only so nice to us then because they knew that had made this huge mistake.

"We all make mistakes but that's such an unprofessional thing to do.”

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The night before their new kitchen was due to be delivered, Joe tore out his existing and booked the next day off work to install the new one.

However, Joe was unable to do the job because the sink had allegedly been put on the wrong delivery van.

Despite finding the staff perfectly pleasant during the buying process, the couple allege the level of customer care from Wren quickly changed once they needed something else.

“As soon as they got the money from us they seemed to forget about us,” he says.

"Not all of the delivery was there – the sink was missing, which is pretty key when fitting a kitchen. That was the one unit we needed.

"They didn't know where it was and didn't care either. We were just told we would get it a week later. They palmed me off all of the time [when I called up to complain] and didn't pass it on to the manager.

"When I said that I desperately needed to get a sink urgently so that I could fit the kitchen, I offered to get a sink from elsewhere but I was told I could not do this or it would void the warranty on the kitchen.

"I called them about six times to chase them up on it. But no one [there] knew what was happening."

Joe claims it was only once things started going wrong and they began doing some research on Wren Kitchens that they discovered they had featured on Rip Off Britain and were the subject of numerous online rants from angry customers.

"We will never buy from them again and I would not recommend them to anyone. I would recommend people do their research,” he says.

"From what we have seen, people have gone through things five times worse than what we have.

"It doesn't surprise me [that they accidentally sent the email to me] now after seeing what they are like. They just really came across like they don't care. That's what makes it even worse.

"Because we complained about the email they have now offered us free stuff. Whether it comes or not though we'll have to wait and see."

In response to the incident a Wren Kitchens spokesperson said: "Wren Kitchens are a family business and our customers really matter to us. We were very sorry to hear Joe Stephens and Laura Morgan did not have a satisfactory experience.

"Unfortunately, in this instance two kitchen units were missed from the initial delivery. Our Customer Service Manager has been in contact with Joe and Laura and we can confirm the two units were derived four working days later to Joe and Laura's satisfaction.

"Complementary items were provided free of charge as a gesture of goodwill. Once again, we apologise for any inconvenience caused."

With additional reporting by Caters News.

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