The Conran Shop Omdömen 3 256

After relocating to Tokyo a few years ago, I purchased a substantial amount of furniture and homeware from The Conran Shop. Some of these pieces later made the journey back with me to England. One particular piece I loved had understandably started to show signs of wear, so I began searching for replacement sofa covers. Unfortunately, the model was no longer available in the UK.
I contacted customer services with fairly modest expectations, but was genuinely impressed by the response. Not only were they clear and helpful, they also put me in touch with the original factory that had manufactured the sofa.
As a result, I was able to source a new set of covers directly from the factory. I can only speak positively about my experience with The Conran Shop and its team, whose professionalism and willingness to help went well beyond what I expected.

Keep sending me discount codes that never work. Fix your website if you want to keep selling online …

Update
Eventually, the issue was resolved through customer service. So from 2 stars to 4 stars ..

Had broken our sugar dish of 25 years. It was minimalist and couldn't find a suitable replacement here in US. Thought it was purchased at Conran's in Georgetown...long since closed. Delighted to find something comparable! And it was on my doorstep in a week!!

Had a wonderful shopping experience, loved the manager and the staff who were very helpful and friendly.

Terrible customer service. I purchased a set of plates which started showing scratch marks after only 2 months of using them. At this price point I would’ve expected better quality. Some of the side plates are so warped and uneven, that the food rolls right off. I reached out to customer service a month ago to see if anything could be done but even after following up I haven’t received a reply.
I won’t be purchasing from them again.

Update: after writing this review the team got in touch with me and refunded my order. Very grateful for them offering a full refund eventually and the interactions I had with them were all very friendly and apologetic so upgrading my review.

The entire experience at the Coren shop has been very professional, helpful and friendly. From the moment I choose the sofa, up to the customer service that keep me informed of the delivery ! A big thank you to Sue who has been extremely helpful, kind and super efficient at what she does.

The customer service (Sue) from Conran shop was very good and effective in addressing my delivery query. In addition, Daisy and Ellis from the delivery team were also very helpful. Good service all round.

Holly and All the staff who contacted me in the customer services department were amazing, I was really surprised at the effort they made just for 3 cushion covers that I couldn’t buy on line. Just wonderful service, thank you.

I received a faulty piece in the Milos Set.
Sue at The Conran shop quickly replaced the item without any issue and was very helpful.

Sue solved the problem without any delay.

Thank you.

I lost a piece to a backgammon board I bought maybe 7/8 years ago. I emailed and they sent me a new piece from the supplier free of charge. The beta customer service I have ever had. Quick responses and very friendly!

The word 'incredible' is over-used, but alas! my experience with Conran with regard to some dining-room furniture is just that.....

In June I bought a dining-room table and six chairs , from the London store. The table and four chairs were end-of-line, and on offer at a considerable discount. Good! The other chairs were out-of-stock with delivery anticipated for the autumn. They were offered at a more modest discount, the same as in the just-ended summer sale. Good!

I completed Conran's 'Access Check'. Conran accepted in writing that the table would have to be disassembled, and assembled on-site by their 'trusted partner' delivery company, Wincanton. So far, so good. I paid a four-figure sum.

Late November: the complete order was ready for delivery. Wincanton arrived within the designated time slot, but that was the last good news.

It was immediately clear - Wincanton's staff pointed it out - that the one-year-old delivery van had been leaking rainwater badly (they said it had been doing so for a long time), and that the packaging of our furniture was sodden at the bottom. I inspected one box - two of the chair legs were already poking out through the cardboard - to find the legs soaked and one split for a couple of inches at the bottom. The other boxes were also 'wet', so the delivery team and I took photos of the first one. I refused to accept the entire order.

The only internal packing was some flimsy plastic, perhaps once wrapped around the whole chair; but which, if so, had come away. If the chair had been securely wrapped in, eg, bubble wrap, it might not have been damaged.

I asked if the table was disassembled, as Conran had agreed: it was not. So even if it were in perfect condition (as sold), it couldn't have been delivered.

Before leaving, Wincanton's staff sent off photos and a copy of the email confirming that the table should have been disassembled to their superiors: no complaint there. I then rang the Conran shop and was told that as the 'Customer Service Team' was not working until Monday, they would be contacted by the shop and I should expect to hear from them. OK...

Given that Wincanton's managers already knew about the problems, and I'd spoken with the shop, I was surprised the first contact I had from Conran, around lunch on Monday, was an email with nothing but an attachment, the original sales note from June; followed by an invitation to rebook a delivery slot. What???!!! This prompted another phone call to the shop - there is no CST phone number on these emails - and another assurance that matters would be taken up, this time by a higher-ranking member of staff ...

I eventually heard from the CST, by email, mid-morning on the Tuesday: but they were were not on top of the facts. They didn't recognize that the main problem as *not* "access issues into your property" but the soaked load and damaged chair. An offer of a 10% discount on that one item was not going to be acceptable!

A lengthy email from me put the CST fully in the picture (literally); although given that Conran had already had all the facts from me, and *should* have had it from Wincanton, I was not very impressed.

Fast forward to Th 4 Dec, the delay caused by Wincanton trundling the damaged goods back to their main hub for inspection by their 'Quality Control' manager. The verdict? Every single item damaged (including more cracks), to the point where Conran decided " we can not proceed with these items for delivery, unfortunately". Well, no quite....

So what would you do if between you and your 'trusted partner' you'd trashed a complete set of dining-room furniture for which your customers had been waiting five months (to repeat, I'm not complaining about the delay per se). A full refund obviously, as that's a statutory requirement. Or "to re-select alternative chairs and a table" at - I can only assume, as I did - full price?!

It took until this morning, 12 Dec, for the money to appear in my bank account.

Shall I being shopping again with Conran? Well, strangely enough, no.

This is saved from being a one-star review only by the fact that Ethan in the CST kept me informed, once all the facts had been understood.

Best designs available.

The service received from Ethan was second to none, he was attentive, efficient, polite and resolved my issues professionally and to a very high standard.

The Conran Shop was beautifully laid out and it was a pleasure to browse. We purchased a few items and came back to the shop within a day to get more.
The homeware is all of great design and quality and the staff were very helpful.

Very helpful, thank you Kathryn

Very professsionnal staff and good quality products

I needed more detail on the structure of a rug as the webpage image was not very sharp. Sue went the extra mile to obtain additional images from the shop (where one was on display) and responded promptly within the day. Although I decided against purchasing the rug, it was great to have a living-breathing human with a real understanding of customer service dealing with queries, not AI.

I was very very disappointed with the service from Conran. I had been told by an assistant at the Marylebone branch that although my gift voucher had an expiry date that it would be honoured even though it was past its expiry date. However, on presenting my expired voucher I was told by the assistant at the Sloane Square branch that my voucher had expired and there was nothing that could be done. Customer Service gave me the same information. I find this conflicting information very confusing and will never buy any gift vouchers from The Conran Shop again!!

Extremely professional and provided prompt resolution of our request. Very impressed.