where do I start - during the busiest time they had no structured customer service team that also dont work weekends(the busiest business times) They have installation co-ordinators that simply dont do the job they are employed to do - they let customers down dont communicate over promise and rarely deliver without issues. We are pushed to promote the fantastic service and installs etc but a high percentage of customers are left with various issues ie: installers making big mistakes , deliveries been changed without the customer aware not too mention damaged goods missing products etc which all sit unfairly on the designers shoulders. We are scored on customers surveys but these often get sent out after the designer involvement has generally only at a courtesy stage but it will be their name dragged through the mud and it impacts commission massively.
The next statement would not be a issue at every store but the man management and way the staff were individually treated at my branch (stoke) was appalling. It was very biased and unfair only promoting leads to staff he favoured and often verbally bullying and speaking down to members of staff - He also had so many unfavourable methods which were in his words to motivate but often had the reverse effect. Then I can see several review on the way the staff carry the buck on many occasions regarding issues they have no control over again something I experienced first hand on numerous occasions where the Manager hadnt contacted a customer or head office for important issues eventually on them issues returning the blame would always be deflected to anyone that wasnt the manager. Finally in my case and several other staff in quick succession were pushed out for what id describe as trying to do my job with a degree of morale integrity- if you are willing to sell with questionable tactics and tutn a blind eye to what is clearly against Wren policy and concentrate on money and being part of a team managed by arrogance bullying blame shifting and a lack of integrity, with the tendency to be expected to ignore what is blatantly favouritism Give the manager a ring at Stoke !
