Rowen & Wren レビュー 

Rowen & Wren からの回答

2025年11月10日

Hi Charlotte, this is truly appreciated and I am so glad we were able to resolve the issue of the missing (stolen) items for you. Sincere thanks for your feedback.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年10月31日

Hi stmon, I'm sorry for what appears to have been a disappointing experience for you. We don't want to increase our prices any more than absolutely necessary but our costs (from suppliers, shipping costs, materials costs) go up slowly but surely and at some point the inevitable point is reached where, if we want to continue being a viable business, our prices have to rise.

I believe our customer service team were in touch with you and asked for your order information so we could see what you had purchased and when, as we were unable to locate any previous orders within our system, and so we could see if there was a solution we could reach that would have been acceptable. I understand you declined to pass this on and we were left with little further we could do. We genuinely would have liked to resolve this, and I'm sorry we were unable to.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年10月20日

Hi Susan, we are very sorry to hear that your experience has proved to be so disappointing. I have looked through our emails between you and our team, and can't immediately see anything that stands out, so my apologies for whatever has occurred.

We're a small team when it comes down to it - we respond to enquiries as quickly as we can but rest assured that behind every email is an actual person - we don't have any automated replies. We also have only two phone lines so should there be more than two calls at any one time (which isn't infrequent) a call must inevitably go unanswered, but we will always return a call if a voicemail is left for us.

Our apologies that you feel we fell far below expectations on this occasion; we take it very personally when a customer is let down and do sincerely hope that you will return to us at some time in the future.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年10月20日

Hi there, it's lovely to hear that your order was what you hoped for and your cutlery drawer is refreshed. Thank you for the feedback; as a small company this is truly appreciated, and we hope you find further pieces from our collections in times still to come.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年9月12日

Hi there, thank you so much for taking the time to share your thoughts. The cutlery set is a real favourite of ours, and it's lovely to hear that it's found its place in your home as well. We're a small team and it means a lot to us when we know that an order has arrived safely and as expected, and we hope they grace your table for years to come.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年9月12日

Hello Kati, we're sorry for the delayed reply. We do deliver to Germany, and you should be able to place your order on our site. If you are interested in our larger pieces, please contact care@rowenandwren.co.uk for further assistance.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年9月12日

Hi Kate, thank you for leaving such a lovely review. We're delighted to hear that the candles were what you were hoping for, and that the parcel arrived safe and pretty. We're looking forward to welcoming you back in future.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年8月15日

Hi Tanya, thanks for leaving your review, as a small company it means a great deal to us to hear that we've made a customer happy. We look forward to you visiting us again, and if you ever have any questions for us, just let us know and we will be more than happy to help.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年8月15日

Hi Jennifer, thank you so much for taking the time to leave your review - sorry it's taken us a while to reply. Just to say we are delighted to hear your door hardware arrived and was what you needed. We hope you manage to find a few more pieces from your home from time to time in our store.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年6月30日

Hi Andreas, thanks for your review although your experience has obviously fallen short of what we would hope and expect for our customers. We're sorry that the Ashby tray is spoiled in your view by the screws. An earlier version of this piece proved not to be sufficiently durable and these were a necessary inclusion, we're sad to hear your views and we've passed this to our product team to review and see if any amends can be made. Regarding the coasters I can see you've had these for some months now but hearing that they've spoiled is still not what we expect, as our pieces are intended to be lasting and durable. If you'd like to contact us with images by emailing them to care@rowenandwren.co.uk, we will be happy to see if there's anything we can do to rectify the situation.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年6月30日

Hi Juliette, thanks so much for taking the time to share your thoughts. It's lovely to hear that your products arrived and were delivered in the way we always hope them to be. We hope you and those you know continue to find pieces for your homes in our store and we look forward to welcoming you back in future.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年5月30日

Hi Jane, please accept our apologies for an experience that falls well below that which we expect for our customers. We have begun an urgent review with our maker into how this came about - which was a first for us, we've never encountered it before. We're sorry if we jumped to any conclusions about whether you'd like a replacement or refund; we're a small team and genuinely take it very personally when we let a customer down. Issues like this are very much the exception which makes it all the more frustrating for all concerned that you ended up being inconvenienced, and we just hope that you will decide to purchase again in the future, when I am in no doubt you will have an experience that is far more in keeping with Rowen & Wren.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年5月30日

Hi Jane, thank you for taking the time to share your thoughts about the Stanton table. It's also lovely to hear your kind words about our customer service - we're a small team and it genuinely means a lot to us. We look forward to hearing from you again if there's anything else you have your eye on and will always be happy to answer any questions you may have.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年5月30日

Hi Dianne, it's lovely to hear that all your hardware arrived safely and was as you hoped for. We're always touched when a customer is kind enough to share some feedback like yours and we hope you continue to find pieces for around your home in our store.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年4月15日

Hi there, and thank you so much for taking the time to leave your review. We're a small team; it genuinely means a lot to us. We're delighted that your most recent order was everything you hoped for, and lovely to hear you're bringing your husband around bit by bit! We look forward to welcoming you back in the future.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年3月14日

Hi Jen, I know that you've been speaking to our team today so I'm sorry you felt the need to post this while we were actively working to resolve the issue. Our warehouse unforgiveably mixed some 'QC rejected' stock with good stock, and so you and a small number of other customers have received items that should never, ever have left us. Replacements have been requested for you today and will be with you early next week.

We are appalled by the error, and the disappointment it has led to among our customers, and the issue has been escalated to the highest level possible with our warehouse.

All I can do is offer you our utmost apologies for the inconvenience, and the poor experience, and just say that it is vanishingly rare for something like this to happen - which makes it all the more tragic that you've been affected.

All our hardware is handmade - not on vast production lines in a factory - and when the occasional error is found we will always do everything we can to put it right; we're sorry that in this case it's taken longer than would be ideal.

Please continue to contact the team on the existing email thread if you have any further concerns - we will respond as soon as we are able.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年2月28日

Hi Sarah, lovely to hear that the Pull Handles were as expected and we hope they grace your doors for a long time to come. Thank you for leaving such kind feedback, it will be passed along to the entire team.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年2月28日

Hi Karen, thanks for taking a few minutes to share such lovely feedback, and so sorry for the delay in acknowledging. We hope the work on your cottage is coming along nicely and we're flattered to be a part of it; the candleholder we also hope was exactly what you hoped for.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年1月10日

Hi there, and thanks so much for taking a few moments to share your feedback. We're delighted to hear that shopping with us is a pleasant and enjoyable experience and look forward to welcoming you back in future.

Warmest wishes

The R&W Care Team

Rowen & Wren からの回答

2025年1月10日

Hi Liesa, thanks so much for sharing your thoughts. Apologies once again for any inconvenience caused by the broken shade, but we're happy we were able to address and resolve this swiftly for you.

Warmest wishes

The R&W Care Team