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My Parents ordered a Kitchen from Wren in September 2013 since then it has been an absolute nightmare. This seems to be a fairly normal thing for Wren judging by the number of negative reports.
| Date | Sep 22, 2014 |
| Categories | Home & Garden. |
| Total views | 50985 |
| Daily views | 3 |
About
My Parents ordered a Kitchen from Wren in September 2013 since then it has been an absolute nightmare.
In late November they came to install the kitchen and advised us that the work tops were not available and that they would fit temporary ones. It soon became apparent that a large portion of the kitchen was either damaged or missing. They proceeded to install the units to discover that the design did not really work in relation to the layout of the hob and oven units and they changed the position of some the units which left us with a fridge unit that move every time we tried to open the door this eventually damaged the housing unit. After a couple of days it became apparent that the fitter wasn’t really interested in doing a quality of work that would be acceptable and my parents were left with cupboard doors that didn’t fit, no work tops just bits of panels laid on top of the units and numerous other problems.
Christmas and the New Year came and went and Wren tried for a second time to fit the kitchen and supply all the items ordered, after the sixth attempt we said enough was enough and wrote to their Head Office to say we did not want the kitchen anymore and that my parents would only be paying for the electrical appliances supplied as they were the only thing that worked properly after the first hob was replaced as it didn’t work at all. During this time Wren left large amounts of rubbish in my parents garden and my father fell over this cutting his leg.
A regional manger then arranged to come and see us to resolve the problems and went off with a list for remedial works as he said that Wren would not discuss reducing the price until they had completed the works. Reluctantly, we agreed to a third installer to have a go (he stated that he had been with Wren for 2 weeks and had done nothing but try to sort out problems with clients and that the quality of the kitchens was really poor)
I then wrote to Wren Head Office complaining and detailing the problems we had experienced. We received an email asking me to fill out an email to make a request for compensation. I refused to do this as my parents are not looking for compensation but rather a cost reduction to reflect the extremely poor quality of the product and standard of installation and also because the standard email response from them did not acknowledge or address our concerns and problems.
My Parents signed a finance contract at the time of ordering the kitchen with Wren but have not signed a satisfaction note and at this stage have only paid a £1500 deposit,
It is now over a year since my Parents ordered the kitchen and they are so distressed that they now cannot stand the kitchen and want nothing further to do with Wren.
Having investigated Wren further on social media sites, it is apparent that this seems to be a fairly normal thing for Wren judging by the number of negative reports.
7 comments
ASHLEY
Dec 16, 2014
Hi All. PLEASE PLEASE AVOID buying from WREN. I had a kitchen from WREN NOTTINGHAM that cost over £5000. I fitted it as im a property developer and electrician by trade and have been for 10 years. I purchased in October and fitted it. Ive had nothing but problems, not only customer services but faulty goods and parts not being replaced. I had a different dishwasher door. Not enough splash back, Not enough end panels. an oven infill they told me I need to cut to fit.(high gloss kitchen) so you can imagine what is going to happen, CHIP!. Not enough door handles and to top it all off two of the wall units snapped away from the manufacturers brackets and smashed all my crockery, glasses, damaged floor tiles and cut my partners hands and feet and our dog. The store manager GLENN BOWER came out todo a report and said it was installation error! which I knew he would say. But I cant seem to get it into his head that my brackets are still in the wall and the manufacturer’s brackets are no longer attached to the units. He gave me a load of different excuses but I caught them out on, as I went to the store to check. As they stated I shouldn’t have screwed the units together (which they have done) I should have used L brackets (which they don’t supply for £5000 kitchen and they haven’t in store) He then said I should strap pieces of wood across again they did not supply or have not in store. I am still on going fighting this as I know I am not in the wrong. We have no plates for Christmas or no units on the wall. WREN HAVE RUINED OUR CHRISTMAS. They also tried to charge us £800 for a furniture ombudsman, But we contacted the ombudsmen and guess what? WREN are a member so its free! Wait there’s more…. I called the store one evening and asked for GLENN BOWER and the other person on the phone said he doesn’t work here anymore… SO I called back 5 mins later and guess who answerd?? you guessed it. GLENN BOWER.
Please do not use them. We are in contact with the media and trying to get this out there to the public. We do not want anyone to go through the stress and heartache that this company has caused. we have had sleepless nights and sick to the stomach. All they want is your money and they forget about you. Im still waiting for missing bits
Julie Gissing
Dec 19, 2014
We purchased a kitchen from wren this year. Absolutely disgusting service. First delivery was 29th April it has then taken around 20 deliveries dome we have had to collect ourselves. None of our units came assembled as sold yo us, all were damagedcand then it was damaged door after damaged door arriving. Quartz work top fitted faulty, again weeks to resolve and had to debate it also. Last delivery was end of November. We have had sleepless mights, stress and an unsafe kitchen for months with small children. We have made a complaint as in store all the way through they have agreed it has been disgusting quality and service but would compensate once complete. £400 off off a £14,500 kitchen. Appalling so know how you are feeling. I have contacted trading standards for advice.
Craig Hughes
May 6, 2015
DO NOT BUY A KITCHEN FROM WREN – I first encountered problems with leaking sink and cooker fault in Dec 2013. reported this to Wren Kitchens Chester – First dealt with ##### Came and assessed -heard nothing. Found out he had moved on then dealt with #####- who promised to sort out problems – At the time broken cooker and leaking sink. May 2014 after 3 visits from “engineers” (and no working cooker – decided to replace cooker. ( i gave up waiting for a fitter and paid someone else to fit it) SINK was replaced – then found that had ruined tops – needed replacing.
No replies from ##### went into shop and told (by #####)he was unable to see me as he was “off” and i should make another trip back into shop. Spoke to manager (####) who promised all would be sorted.
After many wasted days off and visits from fitters given the wrong information e.g Sent to replace work tops but no qualified person to work with gas! also sent wrong panels etc.
Dishwasher then fails – i had to contact manufacturers to arrange to be fixed 2 visits and repaired over 4 weeks with no dishwasher – when parts probably cost nearly as much as dishwasher.
Nov 2014 – tops finally replaced – But Not upstands – OLD SINK and COOKER still not picked up by wren although i was told not to dispose of.
Following fitting LEAKING TAP which i reported NB The TAP leaks 900ml per hour and is still not fixed (april 2015) – Iwas tols that I had to Contact Franke as not Wrens problem (although was fine before refitting of work tops)
DEC 2014 – MARCH 2105 – contacted #### and told that I had to now contact Head office as he It is not his problem. ##### then left store and no one followed up. I emailed his Manager ##### – no reply so i contacted Head office – who said to send in all emails etc and they would sort out. I was then contacted by the “NEW” manager of the chester store ##### who told me not to contact Head office again or to email the CEO as I was so unhappy, and that he would send his assistant Manager ###### to asses and go from there.
##### came to assess kitchen and made a list of all defects.
Cooker hob not fitted properly, Failed joints on worktops, Silicon used to hide inferior workmanship, faulty tap, dishwasher not fitted correctly, worktops already failing as sink not fitted correctly, worktop not fixed down properly.
#### assured me that he would be making a full report and will finally get all this sorted for me – DID NOT HEAR ANYTHING AFTER THAT….
Emailed #### on a number of occasions then found out from ringing store that he had left and not passed any information on. I asked for a call from the store manager (Which I have not received) – I was told to contact Head office again – which i did and went through everything that has happened.. The Person i spoke to conferred with her manager and agreed that this warranted an area installation manger to come and asses the problems with kitchen. I HAVE HAD NO CONTACT FROM ANY INSTALLATION MANAGER.
I called again on the 7th APRIL and was told that there was no reply from the Installation manager – An email was resent and I asked to be copied in….. STILL NO CONTACT..
HAVE BEEN FOBBED OFF AND TOLD ALL WILL BE RESOLVED SINCE DEC 2013 – WASTED TIME AND EFFORT – STILL NOT RESOLVED
craighughes173@gmail.com
FOLLOWING THE ABOVE AND NO REPLY FROM WREN.
THE KITCHEN WAS ASSESSED ON APRIL 21ST. I WAS TOLD 2 WEEKS TO BE FINISHED… 2 WEEKS ON TUESDAY AND NOT HEARD A THING.
APPALLING
Shazia malik
Jul 21, 2015
Purchased a kitchen recently, they sent two items which hadn’t ordered, was charged for, and had to hire a van to return the items as they were large items, Wren glasgow refused to collect even though it was there fault,disgusting customer service!
Shazia malik
Jul 21, 2015
Purchased a kitchen recently, they sent two items which hadn’t ordered, was charged for, and had to hire a van to return the items as they were large items, Wren glasgow refused to collect even though it was there fault,disgusting customer service! Please do not purchase from then, I spent £10000 and was in process of buying fitted wardrobes from them for 6 bedrooms but have since cancelled my order
Gaynor Deacon
Oct 19, 2015
Horrendous experience with Wren. Firstly they gave us a fitting date of 22nd October 2015 but the week before they said they didnt have a fitter until January 2016. After numerous phone calls to Head Office and broken promises of getting back to us with updates I went to my local showroom and sat there for 3 hours until they found me a fitter. They arranged for him to start on 19th October and he arrived promptly at 8am. One hour later following a few phone calls he informed me that the actual kitchen wouldnt be arriving until Thursday 22nd October. I then spent 5 hours trying to get someone from Wren Head Office to talk to me and when eventually a Manager bothered to call me his attitude was awful. I told him I had stripped the kitchen so had no cooking facility, no sink, no water, in fact nothing but an empty room but he wasn’t interested at all. Customer Service is a total joke and my advice to anyone is go to Homebase or B&Q or Magnet, anywhere but Wren
liam
Oct 22, 2015
Not a good company .nothing but hassels only ordered 4 slidding waldrobe doors order compete after 5 months lol poor i spent 1100 pounds they offered 50quid compo for 4 extra days off work and endless phone calls a waste of my time totaly ..rubbish company..stay away