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Wren Kitchens must be investigated - Stuff of nightmares
BELLE • 1h 48 minutes ago
299 signatures
Category: Customer Service
Target: Wren Kitchens
*** UPDATE to all Wren sufferers! ***

We now have over 250 dissatisfied Wren customers who have signed our campaign and given us an incredible amount of detail regarding their ongoing problems with Wren Kitchens. Soapbox were helping to administrate the 1744 strong Facebook group, Wren Kitchen Disasters which Wren have now got shut down! Censorship at its finest. We are now helping sufferers here at Wren Kichen Disasters (new group).

Clearly Wren Kitchens performance and customer service is totally unacceptable, yet they continue to ignore all, while carrying on their advertising campaigns and business as usual. The time has come for us to take collective action. How is this company still operating nevermind the farce of their second FIRA Gold certification award in March 2017 for their installation standards! (FIRA stands for Furniture Industry Research Association).

When you sign this campaign you will receive a questionnaire to fill in which will bring to light the worst horror and service stories to ensure that Wren Kitchens comes under the spotlight and the exposed truth hard to ignore. From our experience with our other major campaign regarding Vauxhall car fires, we hope that the noise we can create and information we collect will enable any interested legal entity who may wish to help, ascertain the vialbility of a claim against Wren Kitchens and advise you all on best way to proceed. We must stress that this will not be an action that Soapbox can take, we will act as the conduit for collection of information, but any legal action would be undertaken directly by a representing legal firm.

We hope this will also raise questions into how this has been allowed to happen and what roles Trading Standards, The Furniture Ombudsman and the Furniture Industry Research Association have played.

Please be assured that by signing the campaign your personal details will not be used or passed to any third party unless required to do so by law or for the purposes of the campaign. We are committed to working within the terms of the Data Protection Act and have the upmost respect for your privacy and safeguarding your personal data. For you peace of mind you can find the Soapbox Shout terms here.

* * * * Isabella Geary's original campaign started in July last year * * * *

I start this campaign on behalf of myself and the hundreds of people I've come across on social network sites who are at their wits' end due to Wren's appalling service, product, delivery and installation.

I want this company to be PROPERLY INVESTIGATED:
  • Hundreds of us complain and try to speak out but are are blocked on Facebook & Twitter from speaking the truth and prevented from warning others what can happen when you buy a Wren kitchen.
  • We were silenced on Trust Pilot (lately more negative reviews seem to be making their way back on the site after lots of complaints about ours being removed).
  • Many of us have been WITHOUT KITCHENS FOR TWO YEARS waiting for them to be finished! I myself was without cooking facilities and running water for 7 months and am by no means the only one.
  • Poor quality products that keep falling apart.
  • Poor workmanship & attention to detail by incompetent fitters/installers and designers. "Wren Quality Assured Fit"?
  • Refunds that never materialise. Constantly being fobbed off.
  • Terrible (non-exsitent) aftersales "care".

Why is this company allowed to keep trading? Where is the regulator?

Many of us have been made ill through the amount of money and time we've wasted, the financial strain caused by being left with unusable or unfinished "kitchens" not fit for purpose, poor quality products that break or don't work, incompetent workmanship, installation and delivery, and the added indignity that comes with the shocked realisation that Wren Kitchens really don't care and are seemingly accountable to no one. 
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*** UPDATE to all Wren sufferers! ***

We now have over 250 dissatisfied Wren customers who have signed our campaign and given us an incredible amount of detail regarding their ongoing problems with Wren Kitchens. Soapbox were helping to administrate the 1744 strong Facebook group, Wren Kitchen Disasters which Wren have now got shut down! Censorship at its finest. We are now helping sufferers here at Wren Kichen Disasters (new group).

Clearly Wren Kitchens performance and customer service is totally unacceptable, yet they continue to ignore all, while carrying on their advertising campaigns and business as usual. The time has come for us to take collective action. How is this company still operating nevermind the farce of their second FIRA Gold certification award in March 2017 for their installation standards! (FIRA stands for Furniture Industry Research Association).

When you sign this campaign you will receive a questionnaire to fill in which will bring to light the worst horror and service stories to ensure that Wren Kitchens comes under the spotlight and the exposed truth hard to ignore. From our experience with our other major campaign regarding Vauxhall car fires, we hope that the noise we can create and information we collect will enable any interested legal entity who may wish to help, ascertain the vialbility of a claim against Wren Kitchens and advise you all on best way to proceed. We must stress that this will not be an action that Soapbox can take, we will act as the conduit for collection of information, but any legal action would be undertaken directly by a representing legal firm.

We hope this will also raise questions into how this has been allowed to happen and what roles Trading Standards, The Furniture Ombudsman and the Furniture Industry Research Association have played.

Please be assured that by signing the campaign your personal details will not be used or passed to any third party unless required to do so by law or for the purposes of the campaign. We are committed to working within the terms of the Data Protection Act and have the upmost respect for your privacy and safeguarding your personal data. For you peace of mind you can find the Soapbox Shout terms here.

* * * * Isabella Geary's original campaign started in July last year * * * *

I start this campaign on behalf of myself and the hundreds of people I've come across on social network sites who are at their wits' end due to Wren's appalling service, product, delivery and installation.

I want this company to be PROPERLY INVESTIGATED:
  • Hundreds of us complain and try to speak out but are are blocked on Facebook & Twitter from speaking the truth and prevented from warning others what can happen when you buy a Wren kitchen.
  • We were silenced on Trust Pilot (lately more negative reviews seem to be making their way back on the site after lots of complaints about ours being removed).
  • Many of us have been WITHOUT KITCHENS FOR TWO YEARS waiting for them to be finished! I myself was without cooking facilities and running water for 7 months and am by no means the only one.
  • Poor quality products that keep falling apart.
  • Poor workmanship & attention to detail by incompetent fitters/installers and designers. "Wren Quality Assured Fit"?
  • Refunds that never materialise. Constantly being fobbed off.
  • Terrible (non-exsitent) aftersales "care".

Why is this company allowed to keep trading? Where is the regulator?

Many of us have been made ill through the amount of money and time we've wasted, the financial strain caused by being left with unusable or unfinished "kitchens" not fit for purpose, poor quality products that break or don't work, incompetent workmanship, installation and delivery, and the added indignity that comes with the shocked realisation that Wren Kitchens really don't care and are seemingly accountable to no one. 
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Latest signatures
Jasmin (1h48 minutes ago)
"Worst customer experience we have ever had… In October 2016 my husband and I decided to buy our dream kitchen from Wren. We just bought our first home and had completely gutted it. Initially my mother and I went to the store to have a look around. I spotted a kitchen display that looked practically identical to ones I had seen online and instantly knew this was what I wanted. One of Wrens designers came up to us and offered to come and measure our kitchen the next day. After he measured our kitchen my husband and I followed him to the store. My husband already knew what this kitchen display looked like as I showed him a picture and as soon as he saw it in the flesh he also fell in love with it. As I was showing my husband this display the designer came up to us and asked us if we saw anything we had liked and we told him we wanted this exact kitchen style and colour. It was a country style kitchen and an off-white/ cream colour. He then offered to get us a drink and asked us to sit down at his desk. Everything seemed to be going well as we went through the design process and he seemed to know what he was talking about. We referred back to this kitchen display throughout the whole process. He told us the colour of the kitchen display was called ‘country cream’. We did have to compromise on our dream kitchen quite a bit. He advised us to get laminate wood for the surface as solid wood was harder to manage. We therefore compared the laminate wood with the kitchen display to see if we were happy with this. This also meant that we could not have the ceramic sink that we wanted. When the designer showed us the render and printed it off the colour looked really yellow and this concerned me. I told him that it looked off but he reassured me that this was a system fault and it would not be delivered to us like that. We were also told that the system he was using was new. I remember feeling really happy with the decisions that we made once we left the store. My husband and I went through the order when we got home to double check we were happy with it. We noticed that he got the colour of our cooker hood wrong. He ordered us silver when we told him we wanted black. We did not even think to question the colour of the panels again as we were reassured we would be getting what was on the display. When we went back to the store to do our financial agreement we mentioned the colour of the cooker hood and the designer seemed a bit off with us. I remember joking with my husband that he must not have had his morning coffee. He did not seem apologetic about getting the colour wrong, he just said he did not realise it came in more than one colour, which I find hard to believe as he claimed to be in the business for over 17 years. We did feel he rushed us through the financial agreement. We should have just cancelled our order there and then but we thought that everyone has their off days and didn’t really think too much into it at the time. The day of our delivery was a shambles. They had six weeks to prepare our order and the evening before I got an email to say two items would not be delivered, which meant my husband had to take more time off work. These additional two items were delivered on two separate delivery slots. As we are renovating our whole house we did not open the boxes up straight away, as we did not want them to get ruined. However, when we finally did we noticed the colour we received was nothing like the display we saw in the store. It was more yellow like the render, which meant that the designer misinformed us!! As this was over the Christmas period the store was closed so we had to wait until they opened again to go in store and speak with the designer. When the store opened again we decided to bring in a sample of what we had received. The designer seemed really nice the first time we saw him, however his customer service this time round was appalling. This was probably because he had already got his commission from us and washed his hands of us. We told him that we received the wrong colour and he said that was what was on our order. I told him that we were told we would be getting what was on display. He said he remembered us as nice people but did not remember the day. He also told me the colour we received was still a nice colour and we would get used to it! We also found out that the colour that we actually wanted was called Frangipane, not country cream! One of his colleagues even told us that there was no display in country cream! My husband asked if there was anything he could do and he said no. He did not even try to help us and I left the store in tears. We were treated appallingly… Since then we have had numerous conversations with head office and the store managers, however the designer keeps lying about what happened that day. He told us he did not remember anything and now he is making up lies to get himself out of this situation. He has been saying that we never showed him the kitchen display and that we were looking at other displays. He also said that we compared the work surface with a country cream panel. We were never even shown the panel section! We sat down with one of the managers and he told us that there was about seven different shades of cream, how would we have even known that? Head office has not treated us like human beings. The way they have spoken to us is appalling. They wash their hands with you as soon as they have taken your money. The directors just ignore you. There is no reasoning with them. All we wanted was for them to replace the bits their designer got wrong but they do not do refunds or exchanges. They would rather us go to court than to try and work things out with us. When you try and reach out to them on social media they delete your comments. As we could not let this go on any longer and we had an electrician and plumber waiting to complete their work in our new house, we ended up having to pay £1800 more for new panels. They promise you good quality units, but what we received is nothing like what we saw in store. The paintwork is already coming off and they easily mark. The style we pointed out in the store was a shaker style, which is what we received, however the end panels were a lot thicker in the store and look very different. This leads me to believe that what they show you in store is a completely different quality to what they actually make for you. They make you think you are getting a better deal and then once they take your money you are left with having to go through hell because customer services do not care one bit. I suffer with anxiety, which gets extremely worse in stressful situations like these. I have had sleepless nights and this has set us back in terms of time and money. We have had to pay the upkeep of two properties, as we could not even consider moving into our new home until we paid out more money for new panels just so that we could complete our kitchen. Our new living room is currently having to store the country cream panels, which means we cannot even decorate in there (as shown in the pics). I am just glad we did not pay for them to fit our kitchen too. I have seen and heard so many horror stories. I will definitely be going elsewhere when it comes to purchasing my next kitchen in my next home. No other company has ever treated us the way Wren have. They are by far the worst company I have ever had to deal with. We are now left with having to try and sell these country cream panels. We will never get our money back for them, especially as the paintwork is already coming off…(please see pic). P.S please find attached a couple of pictures of the kitchen display we pointed out in the store and a picture of the units that were delivered to us. As we had to purchase the doors etc again I have also attached a picture of the plinths to show the difference between the country cream and frangipane colour."
rambo (1 day ago)
"we now have a kitchen without a knife and fork drawer we had 3 in last kitchen"
Wren(t)Wrong- (1 day ago)
"Every step of the process they messed up. Incorrectly measured, badly designed, issues with delivery, damaged doors, missing parts. Extra parts I have no use for but have paid for. Rude sales staff lying Store Manager. Customer services never call back when they say they will. High level complaint department unsympathetic. All in all a terrible experience. "
Buggy (7 days ago)
"These are pictures of the wine cooler that exploded whilst we were in holiday. It took over 4 weeks for Wren to replace. We had to live with this and had small children and dogs in the house. This was like the top of the iceberg.."
Alexandra-Beaken (7 days ago)
"We have been through hell with our kitchen. We fell in love with the kitchens in store. We made an appointment to view the kitchens with a view to designing our perfect kitchen on January 27th 2017. We had a great experience and thoroughly enjoyed choosing all the options and being looked after by our designer (Gail Cogher) at the Worthing Lyons Farm Store. Prosecco was passed around by the store manager Marcus Jones and we felt very spoilt. When we came to confirm our order Marcus came over and congratulated us on ordering a lovely kitchen. What a great experience! Once we had signed the documents and completed the finance agreement, literally, everything changed. We were reassured when designing the new kitchen that their surveyor would come to our home and check the measurements. I specifically checked this because we were going off my measurements which were 'brick to brick' as our extension was still being completed. 'Yes, absolutely, we'll make sure it fits, you don't need to worry about that' was what we were told. It turns out their Terms and Conditions state differently and at no point did they make us aware of this. Their terms and conditions state it's our responsibility to check the final measurements are correct. Issue is, they sent their surveyor (21st February) who measured correctly however the designer failed to cross check the new measurements against the kitchen she had designed and the original kitchen was sent anyway. Our fitters arrived to fit the kitchen which was delivered and it soon became clear the kitchen was not going to fit. We put a call into the designer (who was on annual leave) so we spoke to the manager Marcus instead. He was wholly unpleasant and uncooperative. We had arranged for him to have some time to understand what had gone wrong and that we would speak again at 3pm that day (16th March). I called at 3pm on March 16th to speak to Marcus as agreed and unfortunately he was no longer able to speak to me and because he was now out of the office it was not a good time. He was shouting at me. I called my husband and explained what had happened and that I felt I needed help to manage this situation as I was getting no where and being spoken to badly. My husband came home and heard part of the conversation at 3pm and decided no customer should be spoken to like that. We proceeded to get in the car and drive to the store to speak to him face to face. Funnily enough he was much more pleasant! Fault on Wren's part was accepted (after a very long discussion about morals against T's and C's) and they agreed to supply us with new fittings that would correct our issues. As out kitchen fitter continued to fit the current kitchen we came across many quality issues on the panels etc where paint was chipped and panels were in bad shape but thankfully our fitters did a great job of correcting issues so we didn't necessarily need to contact Wren. On March 30th, we realised we needed to purchase more side panels and cornice from Wren. This was due to a slight reconfiguration to the kitchen to make everything fit. The cornice did not arrive on the delivery date (15th April) and we did not receive notification that it was missing from the delivery. After a number of lengthily phone calls, we were told to expect this item on 28th April. This item was delivered however it was incredibly damaged and simply not suitable to install. Pictures were requested by the customer services team and were sent immediately. We were advised that given we had arranged and paid for our kitchen installer to be at our property to put the cornice and side panels up later that week, that compensation would be offered because our builder would have to return to compete the installation. The cost of this to us was £160 + VAT. We were told to wait 48 hours for a response. This was ten weeks ago and whilst we have been offered compensation of £75 (on July 12th) towards the cost of the fitters (after a huge amount of chasing on twitter, phone calls and emails) Wren refuse to pay this until they have an invoice for £75 but as the work was completed 3 months ago I can't go back to the fitter and ask for an invoice which isn't for the amount that we paid for Wren to then pay it. Wren have offered a contribution to the sum but are were refusing to pay this without an invoice. They have now given in and agreed to send a cheque but have not given an indication of when this will be received."
Sharon8580 (19 Jul 2017)
"Had a bathroom done back in April last year. Was told it would take 3 days ended up taking over a month. After 3 leaks, me calling independent emergency plumbers. The fitters blaming wren and the materials, wren blaming the fitters. Hours on the phone asking when I would get a fully working bathroom that is paid for in full. Water pouring through the kitchen ceiling. Wren didn't care every time I called them or their installation manger (who had the worse attitude ever) I was fobbed off. Only got anything resolved when I went to a solicitor. The compensation was for out of pocket expenses and didn't take into account the holiday/lost wages I had endured even with a letter from my employer. "
K (19 Jul 2017)
"Kitchen fitted by our own fitter. Our fitter noticed that the laminate on the panels was coming undone. Contacted Wren-took ages for them to investigate the issue and once they had they admitted there was a fault with the product. Sent us our new end panels (however only 5 can fitted as the rest will disturb the granite worktops). Asked Wren to compensate for fitting the replacements we could and they agreed. They also agreed to reimburse for bowed plinths and agreed to reimburse 25% of the cost of the panels we couldn't fit. Since that agreement was made, we've had another message to say that they will not refund anything other than fitters cost to replace the 5 panels. We have argued that they cannot retract an offer but they are sticking with it. So far this has all taken almost 6 months to resolve. Shocking aftercare and they hide behind emails rather than calling. "
Fed-Up (18 Jul 2017)
"Kitchen initially fitted in April2016. Replacement doors and drawers ordered in July 16 following Installation Manager visit. . 2nd installation team brought in to fit these and determined the initial installation was so bad that unable to fit replacement doors/drawers to standard. Whole kitchen to be removed and reinstalled. Further problems with "bubbling" on new replacements so whole new kitchen ordered and installed. 3rd installation team in for October. unable to complete and more bubbling appeared on replacement units. more repairs ordered - 4th installation team. finally completed in November 16 (signed off despite joiner catching worktop with saw as I was so fed up at this time!) More bubbling appeared and request for refund on the 10th June. No response as yet although field manager out to inspect three weeks ago. In the meantime - discovered installation team (no way of knowing which one) had failed to fit waste pipe from sink, dishwasher and washing machine. Water pouring straight into the foundations of home. Wren saying it was part of the supplementary work so not accepting liability. I have claimed through insurance - currently sitting with lifted floor boards, awaiting cleaning/chemical treatment and de-humidifiers. I can't actually explain the horrendous experience my family has had without getting upset and angry."
KellyW (17 Jul 2017)
"Design changed without notifying us, multiple damaged doors, missing hinges etc etc. I have had to take multiple annual leave days pre and post installation for deliveries of damaged doors that are starting to stack high and apparently it's up to me to dump them!! My partner has numerous pictures of the damages should they be needed to build a case against them"
Maveyg (16 Jul 2017)
J-E-H (15 Jul 2017)
"Worked at wren one of the worst companies I have had the misfortune to be involved with everything about the company in wrong management is a joke and as for customer care it's none existent feel for all the poor people that are giving up there hard earned money for very inferior made crap "
Robtc (12 Jul 2017)
"First delivery was correct but damaged for a bedroom, this was then followed by several deliveries of incorrect parts and/or colours despite being very clear about what was required. Wren now refuses to respond to messages since asking for a refund. "
SueC (10 Jul 2017)
"Problems from the date we signed the contract back in July 2016. Current issues, doors still not replaced after visit by three different fitters. Requested a senior manager visit as units are now starting to look shabby, scratches and chips on four units and the washing machine door dropped three times. Three boxes delivered last month, nobody comes to fit, on checking first box door was damaged. When I emailed Wren they replied 'to resolve this mutually frustrating situation'. So angry and frustrated have given up trying to get our kitchen completed. Have taken advice from CAB and told our contract is with Barclays and to write to them under the consumer rights act 2015. We'll try and reject the kitchen for a full refund but we are stuck with a kitchen not fit for purpose which after 10 months looks like it needs to be replaced. "
Seano (09 Jul 2017)
"Wren Kitchens that is acceptable after under 3 years usage "
Bronwyn (08 Jul 2017)
"We decided to get our dream kitchen from wren wish we didnt but we didnt look into customer feedback from them. Anyway we didnt have a problem with the design stage and decided to supply our own appliances. So all they was doing was supplying the rest of the kitchen we didnt get them to fit it as we have a kitchen fitter within our friends group!! So we went for the milano range to which has come with various chip marks out of the grey paint so they supplied us with a colour pen for us to fill in the marks, we had some panels missing and some cupboard doors we are now on our 7th delivery as they keep sending out the weong colour and then the wrong size panels. We been without a kitchen so far just over a month they are a joke the customer care is shocking and the sale team in the shops dont give a shit once they get your money "
GFP (07 Jul 2017)
"We fortunately did not have fitting issues but have problems with the poor quality high gloss handleless doors.They chip so easily and white showing through dark grey does not look good.We had the first replacement's within 2 months and more during the 1st year. Now we have more and issues of the gloss wearing off in some areas.This is after 18 months (so much for the 20 year quarantee). Now Wren have said this is wear and tear and won't replace them but they very kindly said we can PURCHASE some more. Dread to think what the kitchen will look like in a couple more years."
Matayew (06 Jul 2017)
"8 months after purchasing, my kitchen is finally finished, Wren kept sending out door fronts with hinge cut outs both sides! 15 doors to be exact! Had numerous days off work unpaid to wait in for the deliveries which were there were about 6 if I remember correctly. Then I was told by a wren employee that this is standard practice! I'm a kitchen fitter by trade and have fitted numerous Wren kitchens where the doors come out with the correct hinge cut outs. Blatantly trying to pull the wool over my eyes and fob me off. Also add to that 3 of the wall units were out of square and had to be replaced. More little errors like missing items, different items on second delivery (shelf supports) damage to door fronts. Then there's the rubbish protecting film that I can't get off the end panels!!! Worst customer aftercare I've ever witnessed. AVOID!!!"
Hatewren (06 Jul 2017)
"Lies from start to finish. Bad deliveries, extra costs to us due to non delivery. Missing parts.... never again:- Dear Sirs, Complaint about poor sales after care. I am writing to express my dissatisfaction after I ordered a kitchen from your Stevenage store back on 8th November 2016, let me start by saying that your store advisor Debbie Hogan was very helpful at the time and that the quality of your product has been very satisfactory. Unfortunately everything else really was not what I would expect of a highly regarded company. Please see points as follows:- 1) Your experienced surveyor of 25 years failed to notice an obstruction when measuring up the kitchen for plans on the design. This meant we had to renegotiate the price of the kitchen taking into consideration the extra work for our fitter having to cut out cupboards to fit. 2) The delivery came as expected on the day as scheduled 16/12, but we were told we would be missing one end panel and a door which we were advised by email 16/12/16 and that said items would follow on within the next 10 working days. Bear in mind that this was over the Christmas period and at no point were we advised that your store and product unit were closed on the day of delivery. 3) We discovered at the time of fitting that the hob purchased from Wren was faulty two days before Christmas, so we had to buy another one as the only solution was to have a Wren engineer out on the 10th of January 2017. I was given back the cost of the Wren hob but had to pay more at another store for a likeness hob and pay a delivery fee on top of £30. 4) Once our fitter had managed to install the majority of the kitchen, it then emerged we were missing more that the items advised in the email of the 16/12. Following the short delivery and concerned about the Kitchen needing to be completed before Christmas I contacted your customer Care helpline. It was only then I was made aware that your store and production unit was closed for a long period over Christmas and that the cupboard end, 3 doors and a vital end plinth for the cooker/cupboard area was not going to be with us by Christmas which resulted in the fitter having to come back (and the added cost) the tiler was unable to do his job and we had to rebook him in not knowing even when he needed to come back. 5) It was agreed that the missing items would be delivered on the 6th as we had no choice as Wren was closed. Then I got another email a few days later saying they were not delivering to the 28th Jan 2017. I was furious and called them back to say this was unacceptable and they changed back to the 11th Jan. 6) I took yet another day off work for the delivery due on the 11th Jan. When the van came my name was on the delivery schedule and they had nothing for me when they looked on the van. I rang them in the afternoon as advised by the driver. I was advised by customer care they would look into it urgently and call me back. They failed to contact me that day. I had to cancel the fitter again. 7) On the 12/1 it just so happened I was off that day and the delivery turned up that day. The 3 doors with no hinges. I then had I now to go to the Wren store and get some temporary ones just to get the doors put on. 8) Collection of the faulty hob was booked for the 28th January 2017 and no one turned up to collect it. Because it was taking up space I then dropped it directly to your showroom store on the 4th February 2017. 9) Missing correct hinges for one door and missing shelf pegs also had to be requested which were posted out to us on the 7/2/2017. We were reluctant to order the kitchen before Christmas because of the possibility of problems arising but Debbie Hogan assured us that there was no problem with having the kitchen delivered and should there be problems that the after care service is very quick to rectify any issues. Not informing that they would not be open from the delivery date until after Christmas. Please see attached additional fitter charges and wage slips showing my hourly rate to reimburse the additional time I had to lose pay waiting on delivery. Charges for which you’re Customer Services advised us to send with this letter. In addition to these extra costing’s we are requesting some form of goodwill compensation for the stress and inconvenience we have been put through. What should have been a fully fitted kitchen by the 22nd/23rd December was incomplete and unsightly over Christmas and not finished until the end of January 2017 because of Wren’s inefficiencies. "
Barry-D- (04 Jul 2017)
"Four weeks into an install, half a kitchen; no worktops, no sink, no hob and numerous issues with chipped doors, squint units, a fridge that doesn't close and fundamentally, NO PLAN! "
Beckie (04 Jul 2017)
"Their lack of integrity and their shocking so-called customer service would be laughable if it wasn't actually making my stress and anxiety levels sky rocket! I have no idea how a company that is this appalling is still able to trade-all they do is rip people off and then try and fob you off when there's a problem of their making. These kitchens aren't cheap and the fact that you're actually paying to turn your life upside down and cause yourself an insurmountable amount of hassle just adds insult to injury. My dream kitchen has very quickly turned into an absolute nightmare and I wish I'd never stepped foot in their showroom!!"
AG (04 Jul 2017)
"I was delivered the wrong fridge/freezer, completely different from the one chosen. Wren kitchens accept no responsibility for this and refuse to remove the appliance and replace or refund. First pic is the one we chose. Second pic is the one delivered."
Eamonn (04 Jul 2017)
"480 out pocket due to fitters revist costs As wren delivered my kitchen in stages Told me i shouldnt have booked a fitter My kitchen should have been 20/4 Last piece turned up on 27/6 "
Vixx (27 Jun 2017)
"A year ago my kitchen was fitted I am still having to sort out mis matched doors. Wren are unable to supply me what I ordered "
WRens-Kitchen (24 Jun 2017)
"Have miscalculated for a boiler housing and when our fitter contacted them they are trying to make it our fault. DIdn't want to send anyone out at first and ignored us but when I insisted they then sent a totally useless person and I have now received an e-mail to say that because our fitter customised their units at their request the 25 year warranty is void and all because of their ineptness. They must not be allowed to get awa with treating their customers like this."
Coop (24 Jun 2017)
"Firstly pressured into ordering due to sale closing. Then when delivered realise kitchen too small, 13cm gap. This apparently is my fault even though they measured and designed. Turns out he didn't use the surveyors measurements!!! To rectify the shortfall they made me pay £350 for a new unit, won't refund the old one, washer where the water meter was plus numerous damages. When the new unit arrived it had only 1 drawer front, they still haven't arrived. In summary this has cost me to date 6 week delay, an unusable kitchen, additional fitter costs, plumber to move water meter, I can't move in to my house so inconvenience for me, my mum and my little girl. Warranties ticking on appliances unused. Stress. The list goes on"
Dave-&-Lynn (23 Jun 2017)
"Terrible service, poor quality and after sales. Truly an awful company who don't care and should NOT be in business. Con merchants. "
Burney (20 Jun 2017)
"The worst company I have ever dealt with in my life. Incompetent rude staff at call centre, fitters who don't know what they are doing, compliant made and no blame accepted, wren blame Rotherham (worktop fitters) Rotherham blame wren , I the cutsomer are left in the middle without a fully functional kitchen . Been diagnosed with shingles through the stress of it... if only w head odne our homework about there shoddy reputation prior to purchasing I would never have set foot in the shop ! "
mat-davies (18 Jun 2017)
Johnpn (17 Jun 2017)
"I incurred extra costs to have the kitchen fitted by an independent company as delays by Wren to deliver some parts of the kitchen meant I had to bring the fitters back another time. Wren are hiding behind 6.3.1 of the T&Cs which states that installation of a kitchen should not start until all items are present, which basically means I shouldn't have started mine until yesterday, a month after most of it was delivered. Wren deliveries also delivered a cabinet to the wrong address, signed for it after entering the property without permission. "
Bailie (10 Jun 2017)
"U fished kitchen , granite dosnt fit and glue down doors, no copper sink basket for half bowl to match the full bowl ."
Jenny-Turner (10 Jun 2017)
"Terrible company to deal with. Lots of showroom promises, discounts etc then they don't deliver. Six weeks from the original delivery and still waiting for parts including vital corner posts that start your kitchen fit off and currently waiting for the third set of parts that came damaged twice. Call centre is a joke, massive wait times, been cut of lots and they don't know what their talking about. 3 more deliveries due on separate dates so three more times I have to take time off work. Additional costs I have incurred include, added joiner time, extra phone bills, time of work waiting for deliveries and endless ready meals and takeaways! "
linda-j- (10 Jun 2017)
"we have a 2 year battle with wren still ongoing , all started day of fitting , when they realised measurement were wrong , then it esculated ?3 refits dangerous elecs certifate issued , all fitted very badly wren totally un copperative have a solicitor on to them but they dont seem faised , told barclays finance tbe kitchen had been sighned off but hasnt are now asking for payment in full ( not a chance ) as it still not finished they have now said all top units need replacing again its never ending the lost is endless not forgets the massive amount of deliveries i have a serverly autistic disabled son , and the promised they would cause as little disruption as possile ( yer right ) my home has not been my own for 2 years because of wren , i had toilet wast running i to my kitchen for weeks without my knowing till the 3 rd refit , no running water or any sort of kitchen or cooking facilities for 10 day , and im still storing wren parts "
Harley (10 Jun 2017)
"Worktop wrongly templated - 1" from wall one and 1.75 on the other!!! Drawer unit below not aligned with wall. No one taking responsibility "
Rebeccaboo2104 (09 Jun 2017)
"Ordered kitchen units only from Wren Orpington in Nov 2016. After around 12 deliveries - when should have been one we got our units. But we should have taken one delivery of order back in middle of jan 2017. We not completed til June 2017! We also had a wrong design meaning to enlarge a part of the kitchen which wouldn't have been our choice. It meant we couldn't move into our property when should have. It also meant we had to spend more money on a bigger worktop. I have had to see doctors due to both stress and anxiety and am now on medication to calm my nerves! Thanks Wren! "
Rob-maybin (09 Jun 2017)
"Sold a dream kitchen (nearly £17000). Delivered a complete nightm"
andyh4 (07 Jun 2017)
"Please see our Dream Kitchen as supplied and Fitted by Wren Kitchens - http://bit.ly/WKN12345"
edmuffins (05 Jun 2017)
"When will this stop. How are they allowed to trade."
Gloria- (25 May 2017)
"This was my latest email. Below is report from yesterday visit . Any I can you do help get these cowboys to pay up and be shut down . I have been block on their Twitter account from 2015, since I first reported . To: "mpullan@wrenkitchens.com" Cc: "directorsoffice@wrenliving.com" Subject: Thienel - Order No: 21620812 / Thurrock WITHOUT PREJUDICED Dear Mr Pullan As the MD of Wren Kitchens now I am writing to you in case you are not aware of the poor quality kitchens you sell ? You can look on my file to see that I have had problems since day one . Two years on the problems do not go away. The black gloss finish on the doors is cracking ( unable to provide a picture as flash back ). It chips very easy because of the very poor quality finish, see attached. You thought providing a touch up pen was the answer ? Because of sub standard hinges, the doors drop. I have had my fitter back twice to adjust them, at a cost. He has confirmed that its due to doors being too heavy for the crap hinges provided The work tops are of a substandard finish and marked badly . I use work top protectors, so please don't tell its my fault. I lived with a gloss work top for 15 yrs in my old kitchen . Your poor quality product has ruined my dream of a beautiful new kitchen in my new home in 2015. It is a substandard cheap imitation. How Linda Barker who is no longer your brand ambassador put her name to it is baffling, musty have been a large cheque Your poor service has made it worse. I am totally amazed to read the Face Book pages , your own and other , also Truspoiltot on the service and goods you sell without a care. I personally wish I had never heard of your company. Would you please arrange to have the kitchen removed and a full refund provided. Your product is not fit for purpose under the Sale of Goods act 1979 I look forward to a response from yourself within the next 14 working day Another email from 2015. Hope this helps . To: Directors Office Cc: Armando Sanchez Subject: Re: Thienel - Order No: 21620812 / Thurrock WITHOUT PREJUDICE Dear Laura Vint Thank you for your email . I have put my response beside your sentences I wait a response Regards Gloria R Thienel Home: 01634-271778 Mob: 07770-536300 -----Original Message----- From: Directors Office To: Gloria R Thienel Sent: Mon, 20 Jul 2015 10:38 Subject: Thienel - Order No: 21620812 / Thurrock Dear Gloria Thienel, Thank you for your recent correspondence, please accept my apologies for the delayed response. Please can you confirm the panel that you have recently had a fault with, is this a 900x600 size the same as before? I will ensure that this is ordered for you and that you are provided an update for date of delivery. Yes I can confirm that the panel is that one too, on other side of kitchen - So thats two faulty panel- extra cost for fitting. My fitter will be here on Saturday 1st August In regards to your recent invoice for plumbing your cooker, we have investigated this with our installation team. This work carried out is supplementary work, this work would not have been carried out by a Wren fitter therefore we cannot accept any liability for these costs. You state that this had been agreed by Armando Sanchez. We do not have any evidence of this agreement and therefore we request evidence from you in regards to this. I don't know how many times I have to repeat myself? The extra cost was because of your PLANNER sorry DESIGNER ( dont look in cupboards) not listening to where my cooker was to go. If he had of done he would have know where the gas supply was and I would have just had to pay £85. to get Cooker connectexc Too busy spending the commission on a holiday in FLORIDA You have stated in your email that you are requesting reimbursement for your installer, if you have an invoice we are happy to investigate into further incurred costs however please refer to the conclusion to your claim in regards to the gesture of goodwill offer made to you. Wren Kitchens has made its position abundantly clear on this subject. I have sent you three invoice already - Did you not receive them? You are of course free to seek advice from other professional bodies, Wren Kitchens also have access to a representative from Trading Standards as well as a dedicated legal team and we are more than willing to discuss matter with an appointed representative subject to security protocols being passed. I am quite aware that you have access to these bodies and a legal team. So please don't try to threaten me with my teams bigger than yours. Any gesture of goodwill offered by Wren is made without prejudice and is in full and final settlement. This is not a negotiable figure and will be withdrawn without your written acceptance. The goodwill offer of £150 on a £7.000.00 kitchen is an absolute insult. You have sold a sub -standard kitchen, I paid for a prefect product at full price which you have not supplied. Kind regards Laura Vint Directors Office "
SteveT (24 May 2017)
"Wren Kitchen (Milton Keynes Store) 1. Delivered the kitchen units in the wrong colour. 2. Wouldn't take it back and told us they didn't have the colour we signed for. 3 Wouldn't let us start a complaints procedure until the kitchen was finished. 4. Now they've told us out complaint is invalid because we should have resolved the colour before making a claim Anyhoo... One thing about htis crowd. When you're trying to get things resolved, it's all over the phone and when I asked for written confirmation they refused (so nothing written down) bu nce you start the claim they refuse to speak and everything is in writing (email) and they didn't even acknowledge they've sent the wrong items."
TWB (24 May 2017)
"I am absolutely appalled. Not only have Wren blocked people from posting on their FB page but also they removed our (nearly 2000-strong) FB group I now wish to God that I'd put everything on this campaign as now everything has gone. How are they allowed to get away with this 13 months no kitchen!! My life has become a genuine misery."
Jonjon (24 May 2017)
"We liked what we saw in the showroom. So very different in situ. Firstly rubbish survey, where Wren survey totally wrong inasmuch as cupboard would extend over a window. Akso cupboard that could not be reached. Also gloss cupboard frints "blown". Several exchange cupboards and decor panels. Still not right 6 months later. We have loads of excess deliveries just stuffed in the garage, duplicate deliveries, wrong deliveries...so many days waiting and waiting for replacement bits. I can truly say that i have NEVER ever dealt with such a business. They even stopped visitor posts on their facebook page and got a site called Wren Kitchen Disasters taken down, even though it had over 1700 members sharing their awful experiences. Now waiting for fitter to replace decor oanels that have "bubbled and lifted". But, what about next year, the year after and so on.."
Laura6719 (23 May 2017)
" CategoriesLog outFor companies Wren Kitchens reviewed byMuller Muller 2 reviews Published 46 hours agoUpdated 46 hours agoRUN A MILE!! From start to finish this has been a knightmare.  Bought from Wren BIRSTALL, kitchen "designer" was good hence the purchase but since delivery of kitchen, the store has been useless. I've had the phone out down on me, refusals to talk to me and plenty of shrugs that they can't do anything. Disgusting. All appeared to go well initially until we realised that the electrics were not up to scratch. We used the kitchen fitters electrician. We were told all was ok and when discussing various things we got one thing from the fitter and one from the electrician. We caught the fitter out on various lies to cover themselves. The fitter then wanted the money for the extra works and when saying after everything was completed up to scratch I wanted to pay via bank, mysteriously he then added 20% VAT. When asking why he added this now he said he had said this would be added and that he had written it on the initial quote. First off he never mentioned VAT and second we had the quote and nothing was written regarding VAT. He then said he wanted cash. I said no and asked for an invoice with his details and a breakdown of works. He sent an invoice with his details (not the electricians) and all he had on this was one line that said extra works!! Not acceptable.  At this point we had another electrician to check the works. Various things were wrong. As an example he had not hard wired in the oven, only plugged it in. The fuse box was all screwed up and each switch didn't match what it was supposed to control. We had to redo most of it and pay another electrician. The electrician was untouchable as he hid behind the wren kitchen fitters name. We couldn't use the oven, the hob or the washing machine for weeks! Whilst this was happening Wren were trying to get us to sign the completion form to say the kitchen was complete as they don't get the money until we do (on finance). We were bullied saying the would fight and retreive their money if we didn't sign it. Once electrics were comleted properly we could use the kitchen. We then noticed most of the doors and some draws were damaged. We were told we were just using this as an excuse to not sign the completion form!! Eventually after countless emails and calls they replaced everything that needed to be done but used a different fitter. We wanted to live with the kitchen for a few weeks before signing but the next day we received countless phone calls from the area installation manager urging us to sign. Eventually we did as he promised that they would sort anything out that went wrong after as all under warranty.  Well a week after we signed, things went wrong. I emailed the area installation manager and he took nearly a week to reply! And his reply to us was that they basically would do nothing . The issues were defects and fitting issues which are covered! Fast forward 2 months, a million phone calls, emails and complaints to different people and we are nowhere near getting sorted. They are not at all interested. Asking for photos of each thing and why it has broken or got like that. All images sent and they are asking for more of the same thing. Suggested we have damaged it. About 6 weeks Into this i sent another email saying I was taking them to court. The reply we got said they had been trying to come out to us countless times and that the fitter had arranged a date with my husband and then we cancelled! All of this was lies, we hadn't spoken to anyone and hadn't arranged anything. We are still waiting to hear after sending more emails.  We were told we could claim some cash back as we bought 5 or more neff appliances. We tried to do this online but the order number we had didn't match. We called the store and asked for it. We spoke to a manager and he said he would sort it out. We asked for confirmatiom via email so he sent an email to us saying he had sent all info to so and so at neff and he will process our cash back. Low and behold we received nothing for weeks so called neff and they said they had nothing from us. I called the manager at the store and asked why it wasn't done. He said he'd look Into it. He then sent an email a few days later saying we needed to go online and do it. At this point the promotion had ended! I called in total 3 times to speak to him again and every time he wasn't there and he would call me back. Another week went and nothing. Called back and spoke to him eventually and he said he hadn't received any messages to call me! He said he couldnt do anything and I needed to contact customer care about it. A shambles!!  Just before writing this , a cupboard door has completely fallen off! I'm sure thatll be sorted in no time as we haven't been as to use our dishwasher for over 2 months. I have all photos, all the emails and a log of all calls. Nothing is being accomplished so it's time to take further action.  Anyone reading this, DO NOT go to Wren. Their customer service is dreadful as well as their staff and quality of products. We paid 19k for shoddy products and services. "
Jayarnold (23 May 2017)
"Still waiting for the replacement parts for units that arrived damaged, parts missing, etc. Over 2 months from original kitchen delivery date, had over 7 deliveries with replacements that gave turned out to be faulty themselves or have just not turned up at all. Now on hold to speak to someone for the 10th time as today a delivery that was supposed to contain all the remaining pieces, has only partly been delivered, with another email to say a part has been delayed. Only got that email after the other stuff had been delivered. Kitchen fitter, electrician and plumber all had to be messed around several times already and now yet again. Your company really are completely incompetent and as such I will now be taking this through trading standards and potentially to court. I have asked for contact from senior management and have been told that managers don't talk to customers... Do they not care as that's not the ethos you like to claim your company has?"
Lalo (18 May 2017)
"I could write a list, but I have spent so much time complaining I no longer have the energy! My 15mm quartz worktop bows and the joints are llaughable but apparently I have learnt from the last visit from Rotherham that it's a fault with the slim worktops in general and they are too white to match the joints! The original fitters started fitting worktop atat 6.15pm and concluded under the light of a shiny mobile phone light 3 hours later. If I sent them away the wait for fitting would have been another 7-10 working days. Ever damaged item seems to been replaced with a second, wrongly sized, more damaged than the original..... It's endless, I am now going to go through furniture ombudsman, then small claims. The service number takes forever to answer, hopelessly uninformed and NEVER ring back when they say they will. I have so many more issues but everyone here knows what the problems are, we must not give in, keep complaining, because giving in is what they want."
wren-kitchens (18 May 2017)
Claire2003 (29 Apr 2017)
"Excellent service in the showroom. Then delivery arrived - damaged doors, damaged cookerhood, incorrect colour end panels. Later discovered that Wrens had failed to check measurements correctly so units did not fit, it took 12 days for a replacement. Waited in for the delivery which was 3 hours late and the replacements were not on the Van and never were. No one in Wrens know where the units went and had to be made again, another 7 day delay. It takes forever to get to speak to someone in Customer Services, they never ring back when they say they will. No response to my complaint letter and follow up email with request for compensation due to the extra costs incurred. Now I've discovered other people with the same experience and problems with the units I've ordered blebbing and chipping! I Would never recommend Wrens to anyone - after sales is disgusting! "
perryj1987 (26 Apr 2017)
"Wren Kitchens are the worst of them all! ongoing problems like everyone else...I also have evidence of J.Rotherhams not following simple Health & Safety Polices, Operatives not abiding by Drink & Drug Policies, Evidence of Wren Kitchens Bribing me...the list goes on...however I am keeping all under wraps until I get a FULL refund. "
DONT-BUY-FROM-WREN (24 Apr 2017)
"Oh my, I am so glad I am not alone. I thought I was cracking up on Trustpilot with all the bad reviews being removed -and on the employee one, lots of management currently commenting, to disguise the mess thats behind the scenes and negative staff feelings. In essence this company is just disgusting, and 100% needs investigating. We have so many issues I cant name them all, but lets say its over 12 months! Can everyone check their contracts, the one we signed in the shop as our final one, which they emailed, then changed when the FINAL CONTACT came through, which we wouldnt notice, as the kitchen units were all the same, just the decor panels and asseories all changed in quantity, they took over £3000 out, but NO reduction in price, no wonder such a poor kitchen, as its not the true value! Its making my blood boil as I write. People please please please dont dismiss what we are all saying. We have a friend of a friend who only signed yesterday and they have a great speal now, that all polices have changed and they have a designated coordinated and 2 fitters per job (I had all that and still massive failings!) Just dont do it, other firms aren't like this. So what shall we do now people, as you say they need investigated?"
Cis- (28 Mar 2017)
G-user-32502 (23 Mar 2017)
"Wren Kitchens do you encourage your designers to add extra items to inflate order prices by as much as £2000? Do you encourage your customers to hurry and sign contracts to lock in installation dates that you have no intention or the capacity to fulfil? Do you allow your fitters to quote for supplementary works and when prices are queried by customers, your fitters are not prepared to offer itemisation and can cancel Installation if they so choose? Do you tell your unsatisfied customers that the business asked store managers to hand in their resignation, to simply divert liability away from showrooms, in anticipation of a backlash of complaints as the result of taking on too many orders? What about missing items from orders, is this something that you know is going to happen because your factories simply do not have the capacity to deliver to the time scales that are set, but yet delivery dates still go ahead in the knowledge that installation will stall? Do you usually send a succession of emails to a customer on delivery days to notify of missing items, and then expect the customer to liaise with the fitter to assess the impact? Do you tell your customers that your kitchens are manufactured in the UK when in fact your delivery drivers say many of the items are from the Ukraine? Wren kitchens do you think it is acceptable to treat your customers like this?"
Ninast73 (21 Mar 2017)
Dream-nightmare (17 Mar 2017)
mickyg2004 (14 Mar 2017)
Foxy (13 Mar 2017)
"3 years on and Wren refuse to complete my kitchen unless I first sign to say it has been satisfactorilly completed first! They are now taking *me* to court..."
rich-t- (06 Mar 2017)
WendyS (14 Feb 2017)
"This company are a complete and utter nightmare! Our kitchen was started in July 2016 and finally completed in January 2017. We had a total of seven different fitters out to complete various things, mainly due to poor quality chipped doors and drawer fronts being delivered. The whole process has been excruciating painful from start to finish with absolutely no contact at all from our showroom after placing the initial order, right through to the end. Have had various 'area managers' out to view our kitchen and by the time you attempt to correspond with them again, find they have left the company and you are back to square one, having to explain the situation again. AVOID AT ALL COSTS."
hjutila (12 Feb 2017)
"After almost 3 years since beginning the process Wren has been unable or unwilling to correct the faulty workmanship. The worst issue was the totally inappropriate design of the boiler covet; it made the boiler inaccessible and unserviceable causing a significant HSE risk."
Worstcompany (12 Feb 2017)
Washupoutside (11 Feb 2017)
"They missed a corner cupboard off the order and no explanation why or how and we went months without oven fridge microwave... also fitters put a damaged sink in and parts missing to connect sink so we washed up outside for months, we made phone calls to showroom and sales there were continued change of saleswomen you felt with one then there was someone new so you where having to explain every time you problems, damaged items wrong items and no further on trips to the showroom... still have a door that needs replacing and we're 2 years on... the cost is ridiculous we were told by fitter to get a skip and move furniture into storage so he could work in our conservatory if weather was bad he then put some other man on the job who used the kitchen to cut and work in , cut into my new peninsula then filled it with filler and said nothing, talked to my teenager daughter about drugs! When asked original fitter to take him off job... he stopped answering my calls and didn't return after I had already paid him. Eventually wren got someone else to finish job but I still have a cupboard door that needs the new door replacing I don't won't them in my house... the doors that are supposed to be high quality are chipping all the time... I'm on depression tablets "
Tomo- (11 Feb 2017)
"Tom Easter. "
Christine-Parr (06 Feb 2017)
Ush (03 Feb 2017)
"We trusted the designer who seemed less confident with the system and confirmed what messurements we required and she still got it wrong. I have complained to WREN and i hope they will understand or will have to contact Furniture Ombudsman. Customer has one word you have signed the contract when I never disputed the contract. Worse experience so far. "
binkapops (31 Jan 2017)
"customer service at Wren is absolutely shocking. they NEVER resolve anything, always promise to call you back or email, they never do. months without a kitchen, missing parts mean we cant complete, no running water or cooking facilities for our young children. i am shocked how they are getting away with treating their customers like this, its clear by looking at social media sites this is an every day occurance, they need to be shut down"
Liam-Fletcher (30 Jan 2017)
"Worst experience ever, 7 months of poor workmanship, all the doors have been replaced at least once, wall covering damaged when they repaired all the electrics following an inspection. We have had the kitchen flooded, we were 8 weeks without a water supply apart from the hand basin upstairs. Their approved fitter was totally incompetent, we now have a kitchen that they consider finished that they want us to sign for before we can go through their compensation process. Avoid at all costs...."
Dunc75 (21 Jan 2017)
"Terrible experience with wren . Only just managed to wriggle out of the contract .. after weeks of complaining of a late delivery which they cancelled 2 times because the kitchen had not come out of manufacturing and baring in mind we had took out our old kitchen in preparation for the new one . luckily I did my research on consumer rights before I rang the elusive rude and slippery lying call centre people and got hold of a manager to be fair he sorted it . (Eventually) ... 4 kids no kitchen for months as a result of wrong colour kitchen delivered . And not a complete kitchen delivered the measurements taken were wrong so I'd didn't even fit . All of this none of their fault of course. So I went to Howdens Joinery Leamington Spa ... made me laugh I went into see them on a Saturday morning I phoned to confirm the order on Monday night .. lass on the phone said the earliest they could deliver was Wednesday lol . It was fitted that week by my chippy . Stay away from Wren .. go to Howdens Joinery and get a qualified carpenter to measure an fit it "
Munchman (20 Jan 2017)
"test"
Tug (19 Jan 2017)
"This has been the worst experience I've ever had with a company in my life. They should be closed down let alone investigated. They seem to have made incompetence at every level a real benchmark to aim for. "
G-Brown-Home-Improvements (19 Jan 2017)
"I've been involved now with manufacturing and fitting kitchens for 26 years now and it's safe to say that Wren are by far one of the worst companies I've dealt with. Their customer care is beyond terrible. Wren are now on my 'black list' and I'll never even contemplate fitting another one, I took on a wren instal a couple of years ago and through no fault of mines or the customer the installation took nearly a full year. This family have three young children and the way they were treated, in my opinion, was terrible. Wren really let themselves down when it comes to communication (the key to everything) as I found most of their product pretty good. Just a pity they can't send out the proper,undamaged goods. "
Mr-Hamilton (19 Jan 2017)
"Incorrect measurements on the plan means two units won't fit. Company have dragged their heels on a solution, provided no where near adequate customer service and passed blame between different people. Eventually tried to claim they were not responsible as we had signed a contract which states their surveyors are not experts and we should have had our fitter check the measurements. This is an unfair term, is not standard practice anywhere else and is a contradiction of the services they offer."
Rugbyfitz (19 Jan 2017)
"Avoid! Incompetent designers, pay no attention to detail, units selected are too small for appliances, no responsibility taken by customer care!"
Vaibs (19 Jan 2017)
"I have had complete Nightmare with Wren Kitchens. They made error on calculations which cost me lots and my kitchen installations delayed by two months. No sort of compensation for inconvenience. "
LJohno13 (19 Jan 2017)
"Court appears to be the only way to get Wren to deal with anything adequately. 9 months of hell, with no kitchen facilities whatsoever."
jenrich (19 Jan 2017)
"Most awful service, no help when a problem arises and I am stuck with a poor quality kitchen"
EdgarKail (17 Jan 2017)
"Had the kitchen delivered last week. It's still inboxed as there's some building work being done. All the way through the process, I was pumped with don't worry our surveyor will come and measure so you have peace of mind blah blah blah. Upshot is completely cocked up the plan so it doesn't fit. Now the real problems start. Ring the designer, you've made mistake can I come down to rectify m. Me and builder have a solution. 'Oh no don't think that will be good idea! I could replace a unit with a spice rack'. If I wanted a spice rack I would have asked for one. Anyway no joy there. So customer services. Seemed initially to be engaging with what I wanted but then strangely suddenly started saying I was resposible as I'd signed a contract stating that I was responsible for measuring. Yes u fortunately I didn't read it properly. She then said, wait for it ' it's not a home measuring service, we just come around to get an idea of the kitchen' Tone was e trembly patronising. All the promotional blurb goes on about peace of mind with home measuring service!!! Anyway not mucking about now exploring with Trading Standards who are of the opinion that it's an unfair contact term as it is in total contradiction to what they promise. Watch this space"
Bambitheman (16 Jan 2017)
"Bought a house, found the existing kitchen was a death trap so ordered a new kitchen from Wren. Due to delays caused by the seller, we had to delay delivery and installation of the new kitchen. Hamilton branch were fantastic, When we finally got the keys, we couldn't get the Wren fitters to come out and do the actual measure up, we just had the estate agents measurements of the existing kitchen. Then once the fitter had been out. we were then told, you can't have it fitted before new year because we are fitting the guaranteed to be fitted for christmas kitchens. Eventually the folks at Hamilton got a fitter prepared to do it 14th december last year. Great, the kitchen got delivered, the fitters turned up and fitted the new kitchen in a day. That impressed me because they had to plumb the washing machine and add a spur for the dishwasher. Everything looked great. Everything worked. Now I had to defrost the freezer just before Christmas. So I had to take the 2 kickboards off the bottom of the cupboards to get to the socket to switch the freezer off. To my surprise the floor underneath the sink, and running behind the dishwasher and washing machine is a sodden mess. Tried to contact Wren Customer helpline, but I am deaf and can't use the phone. They won't talk to my other half because of Data Protection... these people have no idea of data protection we are asking for service, which isn't covered by theI know it's not because I have been trained very highly, (ex police) in data protection. They are mis-quoting legislation to get out of their legal obligations. "
Wiggle_em (16 Jan 2017)
"I ordered a kitchen from Wren after much deliberation. I chose to have it installed by my builders that had built the extension to house my new kitchen. I wanted an extension to create a large family area that I could share with the kids, currently 3 and 5. I visited the showroom with my children, my whole kitchen was planned around the family room. I picked the charcoal gloss handleless from the designer range, it came with a 20 year warranty - I thought this was perfect, I anticipated that my kitchen would last me at least 10-15 years. Delivery was perfect, one piece missing which came in a couple of weeks but didn't affect installation. I love my new kitchen, it is perfect - or so I thought. On delivery several doors had white showing through on the corners where the charcoal wrapping was coming off. Wren instantly sent me replacements. We moved into our kitchen on the Wednesday before Christmas - by Boxing Day there was a big white scuff on the dishwasher door, wren sent a replacement immediately. Living in the kitchen just 3 weeks, 3 further doors have developed 'knocks' and this is after I banned all toys from the kitchen. I have no idea how the kitchen keeps getting scuffed/knocked but surely this isn't right - I was expecting it to last more than 3 weeks. The marks are small but should not be happening. The kitchen is not fit for purpose, I'm terrified of anything knocking the doors, no one can lean on them - if I want this kitchen to last I just can not use it - it must just stay and look pretty - but I have to use, my kids have to live and have fun - I didn't make a financial commitment to have a new family room to not be able to use it. It's early days with Wren, they are sending their surveyor out to investigate - but replacement doors are not the long term answer - how long will they keep on replacing doors, how much cardboard can I continue to waste. I need this sorting, the charcoal gloss kitchen is just not fit for purpose. The wrapping on the doors is too fragile."
Kitty-Hazell (13 Jan 2017)
"Offered Kitchen with 12 months no interest after completion document signed. kitchen installation started Dec 2015. Now Jan 2017. Kitchen not fully finished. They are threatening legal action if we do not pay for kitchen, but why should I sign the completion document and pay when they haven't delivered on product? I would love a class action suit against them!"
Hanna (12 Jan 2017)
"As soon as we signed the nightmares begun....... The problems we have faced: Design Errors Wrong Parts Missing Parts Faulty Parts Bad Installation & more The costs we have incurred: Loss of earnings from waiting in for deliveries that didn't show or were wrong parts Hotel Costs Take Away Costs Plumber call out Costs Electrician Call out Costs Food waste costs & more It has damaged my health mentally and physically! They never respond to emails and my kitchen is still unfinished."
FB-user-73601 (11 Jan 2017)
"Totally appalled by this shocking outfit. "
teeps (11 Jan 2017)
"7 months in - kitchen worse after 2 remedial works - installed resting on 1 x 2 timber - some legs not on solid surface at all. i am told this is how should be installed. rude and arrogant staff, flag bad trust pilot reviews continually (mine flagged and removed 3 times now) yet do not respond to valid concerns. Cannot provide worktop of choice and sneakily offered next line up as full and final settlement of unsafe kitchen. Very happy to be contacted regarding class action lawsuit. "
unwitting_customer (10 Jan 2017)
"We ordered kitchen AND fitting. Parts were delivered but fitters did not turn up, leaving us in the lurch having taken time off work and arranged dog/child care. Manager at Wren Gloucester (Dan Bryant) stated there was NOTHING he could do! We had to frantically source our own fitters on the day of installation, site unseen, unquoted, with no help from Wren whatsoever. When we discovered that many parts were of poor quality and needed replacing Wren told us we were a 'SUPPLY ONLY' customer (implying we only bought units and not fitting) and refused to help us with fitting of replacement parts. They put us in this situation! Months later we are left with an unfinished kitchen and multiple 'replacement' parts that are either wrong or are worse quality than those they are supposed to replace. We have been offered a paltry sum by cheque to 'go away' but have read many stories of Wren cheques failing to materialise so we're now taking them to The Furniture Ombudsman"
Baptist (10 Jan 2017)
"Wren is a company that requires in depth organisation from the CEO to the lowest position possible within the company. There customer care department exists but without any competent staff. The back-up from this company when there are problems is deplorable. The undue stress that has been created for me & my family is immense. No liason between staff on even the basic principles of completing an order. Deliverys that do not exist, items missing after being checked onto a vehicle. Lack of stock control & returning calls. However, its not all bad they are fantastic at relieving people of hard earned money "
Zashagan (09 Jan 2017)
"Extremely disappointed with Wren Kitchens! Regret my decision to trust them with my dream of a new kitchen. No customer service and staff don't stay so no one knows what's going on! Almost three years later, I still have unresolved issues with my kitchen!! They are incapable of designing correctly, unable to deliver correct products, they work with cowboy 'fitters' who damaged my flooring whilst fitting my kitchen, attempts at fitting an integrated washing machine (impossible for them!) also left the travel bolts in the machine which caused the door glass to smash whilst on a spin cycle! Plumbing was a complete disaster, doors fell off after a couple of months, soft Close does not work, the list is endless! Basically, I have a poorly fitted kitchen that I hate with a passion, damaged property that Wren do not feel they should replace/pay for and to top it all they processed my finance agreement with out me signing to confirm my kitchen was complete and I was happy with it!!! "
Dave-Nixon- (09 Jan 2017)
"very poor service, very poor people skill, very poor quality unfinished kitchen still Waited for deliverys that never arrived Poor design The list is endless "
Ryan-smith (09 Jan 2017)
"4 attempts at measuring and was wrong every time, promised 7 day delivery on request so far it's 5 months and still missing and damaged items, original kitchen designed but amended was delivered and have been charged for, lorry arrives for delivery but our order was not on the lorry, poor customer service, non stop lies, the lost keeps going. This will be taken up with the furniture ombudsman then probably court action. "
Gooders (09 Jan 2017)
"Avoid Wren Kitchens nothing but lies and poor customer service. 3 years and my kitchen is still a mess. They leave me with no hot water pressure for 2 years"
Mickinthehouse (08 Jan 2017)
"Terrible customer service when things go wrong which are numerous and and repetitive because they couldn't listen in the first place..products not as described and staff at my local branch (Hamilton) seemed to have no idea what they were actually selling.."
Kk (08 Jan 2017)
"Very devious and unhelpful company I was misold a kitchen I had never seen even after I showed the sales rep the kitchen I wanted"
Sally-B (08 Jan 2017)
"Missing units, missing doors, missing fitting kits, missing shelves, wrong drawers, replacement drawers wrong, missed collections, fault electric items..."
Tim-Beckwith (07 Jan 2017)
"Kitchen design service let us down. Requested changes not adhered too. Delivery had either too much of an item, not enough items,missing items, wrong doors...i can go on. I am now seeing the appalling quality and condition of the units. Big mistake made using Wren. My builder actually told me not to use them...another mistake not listening to him"
Reece (02 Jan 2017)
"Our wren kitchen now 12 months old. Some time back now but we had think about 30 defects, plus broken hob. Eventually sorted, but needed persistence. Many people liked the look of our kitchen but you can imagine my answer when asked would you recommend!"
Martina (29 Dec 2016)
"The worst customer service I have ever come across! Still ongoing issue. something needs to be done to stop this company. "
Elly (27 Dec 2016)
"Lots of issues, not enough room here. We have been sent some replacement parts to replace faulty ones. It has taken 12 months of complaints to get this far. Poor design, carousel unit will not open due to design flaw so I cannot access cupboard contents. Will it never end."
Danielm (10 Dec 2016)
"Shocking company ! Seem to be intotal deseray logistically ...missing goods now on fourth promised arrival ... can't speak to anyone .... hundreds of pounds wasted on extra fitting time off work ... that's without mentioning poor design ... action need for sure !!! "
G-user-61922 (07 Dec 2016)
"Absolute shambles of a company for customer service.. No feedback.. Broken promises.. Let downs and no sense of customer satisfaction as a priority from this company.. "
Hild (06 Dec 2016)
"Wrens kitchens delivered part of our order 24/11 No details about balance of order. Fitter couldn't make start. We've spent hrs every day on phone trying to find out about remaining items. Fobbed off or mislead about next delivery. Promised delivery 2/12. Nothing 3/12 nothing. Told would get delivery 6/12. Then on 5/12 told wouldn't get delivery until 9/12. Then on 6/12 part delivery arrived at 7.15am! At least fitter can start now but no doors or plinths. We have had no water, oven, w/mc etc. Having to eat out or order takeaway, wash dishes in bathroom. Disgusting service. We didn't even want kitchen delivered before Christmas but they pushed for us to do that. Got w/mc, fridge & cabinets all in my lounge 😡"
Kjw2711 (02 Dec 2016)
"Dream kitchen - not! Damaged work surfaces, had to fit most of kitchen twice. Missing panels - real more deliveries to get right. Chunk out of £1000 plate rack fitted to walk by fitter. Scratches and child indoors - fitted and told to use 'marker pen' by fitter. Tiling - grout has come out twice and two cracked tiles. No response from fitters or wren for over 3 months. Resorted to Facebook... Finally someone in touch but when will if all get done? Want to send original fitters... How are they still trading? "
Jennbatt (01 Dec 2016)
"4 months since our original delivery, hours and hours of phone calls, numerous unanswered emails, numerous failed deliveries with no contact, numerous mistakes, not one single apology, not one offer of compensation and we STILL have a multicoloured kitchen, that is all classed as "cream gloss". Mis-sold, mislead, loads of MISTAKES, missing items, no customer service whatsoever. No sign of any Management."
Fran (01 Dec 2016)
"SO MANY ISSUES! But here are 2 holes through my kitchen to OUTSIDE. All thanks to Wren"
Helena (30 Nov 2016)
"The after-sales care is non existent. Our kitchen doors and cabinets are so poorly made I have actually injured myself on them, cutting myself on their unfinished edges, chipped and peeling paint.... so many other problems, too many to write here. Devastated. We saved hard and we're left like this, feeling laughed at. There is no help and for them, no comeback. "
Cgreen (27 Nov 2016)
"Dream kitchen turned into nightmare experience. Goods not delivered. Faulty. Bering ones resent. Wrong measurements. Goods missing. Disgraceful customer service. Had t pay kitchen fitter due t him not being able t get work then pay again for actual work!!!!!! "
Ann-Ayris (26 Nov 2016)
"My son has had a very stressful time because of Wren. He was without a working kitchen for 7 months. Had to wash up in the bath,eat takeaways,and suffer the absolute disruption that occurred. He took time off work on endless occasions. Phone calls and emails were not returned by Wren.fitters did not turn up when they said they would.Wren has offered no reasonable compensation.What more can he do? He tells everyone he can that they should not use this company. They really must be investigated and forced to compensate everyone affected. "
Paul_Sheffield (25 Nov 2016)
"11 months to do what should have been 3 days, having no cooking facilities, poor miss matched, poor finish doors, end panels and cornice ......"
John-D (25 Nov 2016)
"Left me with wall units falling off every few weeks, very distressing every time it happened and we couldn't let our young son go in the kitchen for months in case they fell on his head. The first few times Wren sent their fitters to put them back up again but eventually they said we'd have to fork out for brand new ones! Cost us hundreds to get it properly sorted by our builder. "
Jane-H (25 Nov 2016)
"Diabolical customer service, still waiting for completion 18months later. Burn your money rather than give it to Wren, it would hurt but it would be over quickly, unlike a kitchen by Wren. At least this Christmas we will have a job, had to buy it ourself mind. Please don't use these con artists."
Blank (25 Nov 2016)
T (24 Nov 2016)
Eve- (21 Nov 2016)
"It took 9 months to correct all the mistakes, shocking company, still not as it should be but I gave up after 9 moths of fitters invading my home!"
FC (20 Nov 2016)
"Terrible service, rude delivery men, non existent 'customer service'"
Jsterling (20 Nov 2016)
"Quite appalled that they haven't been investigated and find it so infuriating that they are allowed to remove negative reviews even tho they are all true. We have been in a battle with wren for almost a year now, had the kitchen designed and installed by them, all our decor panels have fallen off, the doors are chipping where the joiner hasn't hung them correctly, the splash back is coming away from the join and we are still waiting for faulty sink and tap to be replaced. We are now taking them to cour as we have written and emailed them over 60 times since the kitchen was installed and keep getting fobbed off. We already had to sue them for a faulty work too which we won. I would recommend as many of you as possible to take them to the small claims court. They have a cheek to offer all customers a 20 year guarantee on all cabinets, mine fell apart within the first three months and they have refused to send anyone out or send replacements and a fitter! They messed with the wrong guy as I have no doubt I will win the court case and they will be paying for a new kitchen from my chosen company by the time I'm done with them!"
Mr-Exhausted-McFedup (14 Nov 2016)
"We're rapidly approaching 3 months since the "3 day" installation of our Linda Barker kitchen started. The fitter immediately noticed paint defects. The wrong sized base unit for our Belfast had been sent. Once the fitter left (pending return to fit replacements) we had a bit of a clean up and noticed numerous paint defects, scratches, touch ups etc. In total 8 out of 11 pieces needed replacing. Not happy but 2 weeks later they were ready for delivery. My girlfriend waited in all day... Nothing! No doors, no word. Turns out the first delivery was cancelled to allow for additional quality control. Anyway eventually got doors. Unfortunately upon inspection many of these weren't any better than the first. In the meantime paint was coming off some of the doors that were installed. So we manage to get an "installation manager" to come and inspect the whole batch with me. He largely agrees with my assessment of the poor and variable quality of both the originals and replacements though cannot offer any explanation. He authorises a total frontal replacement. Now the next five weeks include another delivery appointment cancelled without notice and countless largely unsuccessful phone calls and emails in search of information. In the meantime more paint has flaked off. Oh, did I mention the oak cutlery drawer inserts they sold us which don't fit in the drawers in this kitchen range? No? Well eventually we got a refund for them. What about the damaged magic corner? Luckily the fitter ( who was superb ) had a spare. So what with everything we've asked that Wren provide a different kitchen, one that doesn't have the solid gloss finish. No word at all from anyone. But the doors we no longer want are ready for delivery and installation... No clue where I'm gonna stack them!"
Sunny (12 Nov 2016)
"I probably need a few days to write about Wren!! Here is a short summary: Bought 3 bath sets and a new kitchen. Bath issues:- I have all the dimensions to the bath designer to order the tiles. Guess what he got them all wrong. I rang Wren and I was told that they can't do anything as Wren stopped doing bathrooms. So sourced all tiles locally for inflated price as I was getting same quantity. Special bath was on 7/8 weeks delivery, I wanted and on the delivery day no one turned up. Rang Wren and they told me they forgot to place an order, and promised delivery within 3 weeks. Waited again but guess what no one turned up this time either. Rang Wren and they told me that they couldn't get hold of the bath tub. Finally I got my money £980 after 2/3 months. Kitchen: it was missing 1 handle and handles had wrong screws. Rang Wren to ask for different screws, and I was told to sources it myself from local shops if the one supplied with handles didn't fit properly. 2 handles were faulty, this time Wren told me that they discontinued the handles. I rang locals Wren stores in Coventry and Nottingham to get hold of handle and picked it myself with both stores 45mins drive from mine. One panel was damaged and they send replacement which was damaged as well. I HAVE REQUESTED A CLAIM FORM FROM WREN AND STILL WAITING. DO NOT BUY FROM WREN. Worst customer service company I have ever came across"
FrustratedWrenCustomer (11 Nov 2016)
"I cannot believe all of the issues I have had. I wish sincerely that I could turn back time and have not ordered. After care is shocking, I cannot believe the incompetence of the fitters and the people dealing with my complaint. One of the main issues is causing me significant stress and worry and is causing issues with my health. "
Markalee (11 Nov 2016)
"Worst thing I have ever done is get a wren kitchen"
MiMu (09 Nov 2016)
"I have a huge email log of the terrible customer service wren provide. Happy to provide this as evidence. They made error after error (forgotten appointments, lost measurements, debt chases when design hasn't even been finished, changed fit dates, no project manager, kitchen dumped in garden when disposal paid, glades fitted wonky, new kitchen mounted to crumpled walls where old kitchen came out -we should have had a plasterer between but was not organised), I gave them numerous chances to fix the issues. But when I got my finished kitchen and remembered what we paid for their top end kitchen, I couldn't take any more of their bad service. I approached them with an official complaint, including a log of errors, and simply got brushed off with a thanks for telling us. I turned to social media. Got a new contact. She told me I could t have any compensation or a refund equal to the project management work I never saw. I was told they would not fix the handles it was my problem (fought back and someone is now coming out), she told me she asked Jodie and she said she did her job (apparently that's all it takes for them to shut the door on you - Jodie called us twice to chase payment, funny project management skills for a cv), she sent someone out to collect old kitchen, they took two bits and made left the rest (the rest is now going Friday), she said the faulty hob they fitted is our problem to raise with neff (caught back with consumer rights and am awaiting a reply), she said they still won't refund for the non existent project management (demanded for the 6th time an account of what they think I justifiably got for the £4000 project managed installation - she continues to refuse to reply to this, but will reply to other emails). "
Alison-B (05 Nov 2016)
"I am here to support a family member who is waiting to have her kitchen completed. My attempts to help her via Wren's Facebook page were unsuccessful, and I've now been removed from their page. "
debs (05 Nov 2016)
"Our nightmare started in March 2014 and like many on here we have had many door, drawers and plinths replaced in fact so many I lost count after 90 .Chips, runs and mismatch colour ,black lines on edges .The design was so bad that one unit had to have the back cut to allow the down draft extractor to be fitted leaving it compromised. We have had 2 fridge/freezers, 3 ovens 2 warming drawers either damaged or wrong size. We had 2 managers visit our home to try and remedy the problems they had 28 doors and drawers sent just before xmas 2015 filling up my house once again. In one telephone call from one manager he accused my husband saying it was all his fault. Just to compound everything we had granite worktops fitted and on having to replace worktops( because the fitters cracked it), the fitter threatened my disabled husband because my hubby hadn't cleared the work surfaces. The fitter asked my hubby to go outside to `sort it out` in a vile manner. The sleepless nights continue and we want some sort of justice ."
Kate-harvey (04 Nov 2016)
"Agreed. Their customer service is appalling. My worktop was a nightmare and nobody would even discuss it with me, let along apologise. With good customer service the whole problem could have been made a lot easier. It is a shame as I was quite happy with everything else, but it has overshadowed everything else."
M-handby (03 Nov 2016)
"Terrible experience with Wren kitchens "
RichB (03 Nov 2016)
"They are quite possibly the worst company I have ever encountered and appear to have a complete disregard for customer satisfaction and well being. The overall level of service we received has been truly terrible, with numerous problems at every stage of our order. Briefly listed these are as follows... Including items we specifically asked to be removed. Over order of expensive items (2x worktop/upstand than needed). Delivery of severely damaged units. Delivery of minor damaged units. No delivery at all of small components. Overall 4-5 week delay due to Wren. No use of kitchen for this time. Also no use of lounge/dining room due to stored units. Promised refund (multiple times) of extra days labour needed after 5 weeks. No refund now being given. They are referencing terms and conditions that at no point have we signed or agreed to. Pathetic £50 compensation offer made instead. This is a very brief summary, but please feel free to get in contact should you wish to know more about any points."
JNS (03 Nov 2016)
"More than happy to add to the evidence compiled against Wren following the shocking service we have received post sale."
Marie-Anne-B (01 Nov 2016)
"As soon as we'd signed the order everything changed. It took 6 months to recieve our full/completed kitchen. With over half our doors drawer fronts damaged on initial delivery we then took many more deliveries of damaged goods. Each time with a battle with customer services and providing evidence then disposing of all the packing and damaged goods. Days of work, personal time and no kitchen for 6 months. No cooking facilities, living with boxes of kitchen in our house trying to look after a 3 year old soon lead to my breakdown where I suffered extreme stress anxiety and depression. Do they care NO! The workmanship is terrible, customer service disgusting and I am still in disbelief that this company is still trading and this is allowed to happen! "
Ross (01 Nov 2016)
"48 non returned calls to date hours wasted and a catalogue of errors miss measurements missold parts and the wrong size work surface . Everybody delivering parts or taking parts away appogising saying that unfortunately this was normal for wrens . Our house had been flooded and we were left with 4 walls and a roof the entire rebuild and reconstruction has been done on time and without any problem. All of the contractors have been brilliant the only problem that we have had is with wrens kitchens . The lack of a kitchen means that with our 2 young children we will not be able to move back into the house and are having to stay in the rental house . We are on the point of taking wrens to the small claim s court has anybody any advice ?"
Zippy-1973 (30 Oct 2016)
FB-user-44863 (30 Oct 2016)
LC (24 Oct 2016)
"Very happy to add evidence of the disgraceful service given by Wren. "
ANGRYMUM (21 Oct 2016)
"One of WREN’S kitchen designers, discussed our needs, and asked us to measure the kitchen ourselves, - we are not professional kitchen fitters and so would rather have had one of your representatives measure - and gave us a design. she said we the price of the kitchen units we want we cant avail of the free measurements done by WREN’S. We subsequently ordered a kitchen from WREN’S which we surmised would be a wonderful fitted kitchen with a beautiful finish. We fondly imagined that the designer knew what she was doing and would order everything that was needed to produce that. Obviously we were wrong to place our trust in her. Since the delivery at the beginning of July I have been in contact with WREN’S customer services team many times, by email, and by phone, to try to solve some problems that we have experienced, but we still have not yet had a suitable solution to these. The units arrived and the boxes were signed for but it wasn't until the fitter began unpacking, assembling and installing them, that it was obvious that certain pieces were damaged or missing, and to add to that, we had been supplied with a superfluous unit for which there was no space: • The CDA oven had a broken handle • the decorative white gloss pvc cornice was not around • missing side panels for the floor and wall units • missing back panel for the island unit. On informing you of this we subsequently received delivery of 2 long pieces of very plain white wood which we can only surmise was supposed to be the missing cornice. As the kitchen designer had discussed with us, we expected these to be a decorative, traditional style similar to the ones we had in our previous kitchen, and had paid for that design. We waited for a second delivery of the back panel for the island unit and the end panels for the floor and wall units but nothing materialised so we contacted the customer service department of the company again both by phone and email. On explaining our problem we were advised to send a photograph of the item that we had received. I then forwarded a photograph of the plain cornice received. I received a response from SOMEONE, part of the Customer Care Team who advised that the oven handle would be sent out to us, told us that the cornice ordered by the kitchen designer was a modern style and not the traditional one we had wanted, and that there had been no order for a back panel for the island, and end panels for the wall and floor units. but just like the first customer service staff whom i talked to on the phone, she said that if we forwarded the size required, this would be ordered. We were at a loss to understand why a supposedly professional designer would not include finishing panels. A bespoke kitchen is an expensive investment so we had mistakenly trusted her expertise. She let us down immensely. On 8 August we contacted WREN yet again to ascertain when we would be receiving the missing items as our kitchen fitter would need to be rescheduled and his diary was extremely busy. We had spoken to one of the staff by phone at Wren, Botley to discuss the confusion and were assured by her that it would all be rectified. It still hasn't. On request, we emailed photographs of the units and details of the missing panels and asked for these to be shipped out to us by return. 8 August - a response from staff - expained that the panels had been missed from the plan during the design process and advised that we would need to buy these separately. These SHOULD have been included as an integral part of the kitchen - and should have been ordered by the designer, as stated in the email No-one would have the legs of their kitchen units displayed... "I can only apologise that the option of these extra decor panels was overlooked during the design process, but the purchase of these can be easily carried out for you, and we will get the panels delivered to you as soon as we can." 9 August - we responded to a staff via email - stating that, since it was the designer who had not included the panels in the design, we should not be asked to pay for her mistake. She had also ordered an extra cupboard which was not needed. At no time did she detail to us what was included, or not included, in her design so we accepted that her expertise would provide what we needed, including the finish! This is precisely why we employed a professional kitchen company such as WREN to help us. The response that we received from another male staff was that we still had to pay for the panels needed, despite it being WREN’S designer who had made the grave error. 17 August - somebody emailed asking us to contact her to discuss the problems. My husband asked her to communicate via email so that he didn't miss any details and on 19 August was told that the Team Leader, would be in touch. We emailed again on 26 August as we hadn't heard from that team leader. She subsequently resent her email of 19 August and informed us that we had been misadvised by the customer care team with regards to the decor ends for the kitchen units and that these were not available in the range we had chosen and that 'filler panels' had been supplied instead and that 3 more could be sent out to us. 26 August - we responded to someone's email, thanking her for responding and asking her to clarify the details of the filler panels as we couldn't see anything meeting this description on wren’s website so that we could see the finished units with panels attached. We queried if this is what is usually used for full height end panels for the cabinets, units and island, and whether these would match the glossy white units. We also asked for clarification on the sizes of 'fillers' which would be sent to us and whether the 3 panels would be sufficient to complete the fitting. We also asked for confirmation that we would not be charged any extra for the panels or the delivery. As the kitchen designer had miscalculated and ordered too many units!!!!!! we also asked for verification of a previous email letting us know that we were to receive a refund for the excess unopened packages, and asking how these were to be returned. Details of the panels, and confirmation of no additional cost, were emailed by someone, by return. 26 September - we emailed again to confirm receipt of the kickboard and the panel and explained that we had been away, so could not respond earlier. The panel sent could be used to cover the sides of the wall units and base units but there were no panels big enough to cover the sides and back of the island unit. The back of the island needs to have ONE full height/width piece, not two pieces with a join, it still needed a side panel and the kickboard was superfluous. The full height side panels are needed to cover the legs of the base units, so at that time the kitchen was still not fit for purpose. We had paid for the kitchen in cash and asked for a quick resolve to the problems. We have had to pay our fitter for wasted time in waiting for the correct pieces to materialise so, as this very unfortunate situation is solely due to the inefficiencies of WREN’s kitchen designer, Hopefully we can then have the superfluous pieces removed and the correct sizes and quantities of panels sent to us in order that we can at last enjoy a finished kitchen. I appreciate that the incorrect style of cornice was replaced with that which we had agreed upon. I also appreciate that panels were delivered to finish off the sides of cabinets and to hide the legs of the base units, after 3 MONTHS of constant battling with them electronically ,however the problem with the backing panel of the island unit is still unresolved for 4months already!! On 8 August somebody responded by email, saying: “To rectify these issues, I would advise giving your local showroom, or more specifically you designer, who can advise you on the size and colours of each panel. Whilst you are with them, they can then get in touch with the customer care department and we can order these products over the phone for you.” After many communications to and from ourselves and Wren Customer Service Team members, we received communications from someone saying: “ I have spoken to our planning team who advised that if we send out a custom fit panel this can be cut down and will cover the back panels of the units as you are requesting. “ followed by: “I can confirm that after speaking with the planning department, 1 custom fit panel will be being delivered to yourself, and this will be enough to cover the back panels you require it to. then: I can confirm that I have arranged for another custom fit panel to be sent out to yourself”, so we assumed that the replacement panel would be as promised, especially since we had been in touch with Wren Facebook page and specified the size needed, as it requested: “ “hi. the panel that your staff is trying to send me is 2900 x 600 x 16... the figure 600 is too short...the height of my island is 900 so please send me a panel that is 2900 x 900 x 16. and the problem is solved!” However, on delivery the section received was still not large enough and would mean that the island would still not have backing in a single section. No-one we have spoken to can understand why we have been told that a panel of this size is not manufactured! It is a ridiculous concept! I appreciate that the company have been trying to get everything sorted but in all honesty, would a WREN STAFF like to pay thousands of pounds for a kitchen and then not have it properly finished? We have visited many local showrooms and have seen islands similar to the one we have. These were finished using ONE SINGLE PANEL. I am totally confused as to why Wren's, as a supposedly professional kitchen supplier, cannot provide that same level of quality. We had hired a tradesman to fit the panel and he too was dismayed at the idea of using two or three sections, and at the mixed messages in the customer service. On another matter, in the same communication we were told: “I understand that you have advised our social media team that you are wanting to return items, I did previously ask that if you were able to advise of the products you were wanting to return were I could look into this for you.” We were later told that returns of the superfluous cabinets would not be accepted. A staff had sent us an email saying: “As all of our products are manufactured for each individual order placed we are unable to accept unused items back, this is the reason why we would recommend for a pre-fit survey to be carried out prior to a kitchen order being finalised (before payment and delivery). “ The said pre-fit survey never materialised and we are still at a loss to understand why a national company such as wren would use a kitchen designer who could obviously not calculate how many units would be needed, leaving us with more than necessary, and then refusing a refund when this was discovered. How, I ask, could we be expected to know which units would fit the specifications, if wren’s own designer couldn't??? My goal is just for Wren to arrange for one full-size panel to be delivered to us, to fit the entire size of the island unit (2900 x 900 x 16) in order that we can have our kitchen completed and to PLEASE arrange for the uplift of and refund for the superfluous unit. We would much prefer to have the problems resolved directly between Wren's and ourselves, rather than involving mediation, but currently feel that the chances of this happening are lessening daily. "
NicolaMc (18 Oct 2016)
"Don't even know where to start with this one - we were all ready for delivery and had our old kitchen stripped out and builders in. No kitchen. Called wren to be told that the designer had not processed the order and we would have to wait another week. Kitchen arrived a week later but no appliances. Had to wait another week for these to arrive. Dishwasher wouldn't fit. Had to pay £200 for another one. Drivers delivered replacement but didn't take the old one. Told we would have to wait another 28days for the old dishwasher to be refunded. Charged for items that weren't needed. Sent shelves that didn't fit in cupboards. Chipped doors on the cupboards. Ordered a splash back but wasn't sent. But it is mine and my husband's fault not wrens obviously. Have been offered a refund on delivery and that is it. "
William (11 Oct 2016)
"I have been waiting nearly 3 years. Kitchen incomplete, kichen cupboards reolaced at keast 4 times, over 40 visits to rectify mistakes, still waiting on gas and electricity certificates. Wren do not want to listen total disreguard for your concerns. Only interested in making money. Garage full of stock which was unsuitable"
Matthews (10 Oct 2016)
"I have waited 2 years for these idiots to put my kitchen right. Still chasing and getting no where. Lisa"
Sarah-diane (09 Oct 2016)
"After my gloss cupboards bubbling i argued with wren & yesterday they sent there fitter to replace every door.Over 6 hours later he had finished.He has damaged 1 door and at least 3 are pitted and scratched but all are bubbled on the bottom edge.I am left with 12 boxes and 12 doors and the whole lot want replacing again.Customer service is appauling even the manager promises to rung you back and doesnt.Emails get answerd in about a week.Totally stressed by it all now.I just want my kitchen back."
Gazgb (27 Sep 2016)
"Where do I start !!! 2 years ago the kitchen arrived after been measured wrong but caught in time as I checked it. I fitted it myself as I'm a joiner and wanted it fitting right! 2 months later the black paint finish on every panel and door sunk into to timber underneath and looked terrible,not the mirror finish we paid for. After complaining and people from wren inspecting they agreed to replace most of the doors.the new doors arrived and I fitted them.yet again 2 weeks later the same happened. Getting fed up of all the hassle we contacted someone higher up who came out and said they would replace every black panel and door as they were nothing like those in the showroom. We were on holiday a few weeks later and wren decided to post out the replacement goods knowing we were not in the country at the time!when we returned we were accused of theft as nobody knew where everything was.after investigating wren found all they had sent was a bag of hinges and all the panels etc. Had not left the warehouse,but no apologies or anything. We then waited in twice for delivery but nothing and still no apology.when they finally arrived I'd said I wasn't fitting them I wanted there fitters to do it.the fitter came and sorted every panel and door and everything was fine for a couple of weeks then same again paint sunk looks terrible and not what we paid for. A guy came last week to have a look out of the blue with no appointment and was lucky to catch us in.he looked at the doors and said he would expect this to happen and they are not prepared to do anything else !! We are now left with a kitchen that's not black glass finishlike the same as the showroom one we picked ,more like a kitchen with cellulite,they scratch if you look at them and a total waste of money.the guys in store at the rotherham branch have helped as much as they can to be fair its higher up that are giving wren the bad name and terrible costumer service. Where to go from here ??..."
Sue-smy (21 Sep 2016)
"I have had nothing but trouble from this company, kitchen was fitted over a year ago and I'm still having to get fitters out to rectify work, at the moment I am waiting for replacement door as the paint finish is peeling off. During the last year I have had to phone, email and write to wren, most of these calls, emails and letters were ignored until I sent them a letter of action to take them to court. They eventually offered me a pitiful sum forcompensation in comparison to what I had paid for kitchen, I accepted this reluctantly as I was having treatment and still am for incurable cancer. The stress and inconvenience wren have caused me over the last year has not helped my well being at all. Since accepting this offer however there have been other issues with the kitchen and so I would like to pursue them for compensation. I was mis-sold the product initially, kitchen was not fitted to plan and I had to terminate the work carried out by initial fitters as it was so bad."
neily101 (18 Sep 2016)
"Absolutely no customer service steer clear."
Jax (18 Sep 2016)
"On delivery date no kitchen, phoned WREN who didn't order it. They did deliver the kitchen a week later but bits missing and still awaiting appliances which we are going to cancel and buy elsewhere due to the horrendous customer service and lack of ability to resolve. "
MariaG (17 Sep 2016)
"I bought a bathroom from Wren, 2 weeks later they called to tell me they were discontinuing bathrooms. I questioned how this would impact our order and was firmly reassured it would not. Upon delivery we realised there were 17 boxes of tiles missing, when we phoned wren to make them aware they said they were discontinued and they couldn't provide us with the surplus. Yet I can see that the same tile is for sale on their website? When we actually reviewed our order further we identified that Wren had actually Mismeasured and oversold us TWENTY boxes. Now I've asked for money back they're ignoring me! "
Taryn (13 Sep 2016)
"Bought a new kitchen from Wren in August 2015. I had to make full payment before the kitchen was delivered. It was installed in October 2015 by a Wren appointed fitter - one man! I'm still waiting for my kitchen to be completed as per the contract between Wren and myself. I'm considering speaking to solicitor to sue for breach of contract."
Rupert (10 Sep 2016)
"Bunch of Cowboys !!! "
kyla-steele (08 Sep 2016)
"Wren, take responsibility. "
Allan (06 Sep 2016)
Philippa (06 Sep 2016)
"Wren are the worst company I have EVER worked with. I ordered a Kitchen in January. They fitted it in May - we have had 6 deliveries of wrong orders, 9 out fo the 14 doors are the wrong colour, 2 lots of fitters return and review thw work and found 60 fault with the fitting and joining. None of the parts of the logistics line talk to eachother, the design service people in store have had the same lack of communication, miss delivery and being ignored and are unempowered to do anything. I nearly had a nervous breakdown just trying to get them to at least appologise or care. I can not understand how they are still in business. this has been by far the WORST consumer experience I have ever encountered. I have no ability to get my money back and now considering an legal or public complaints route possible. If I could find others who would help I would happily work weekend to out this disreputable and dishonest company out of business. I have even contacted Linda Barker on Twitter to lobby her brand."
HollowPoint (04 Sep 2016)
"Diabolical from start to finish with clueless designers, belligerent and ignorant customer service. Dreadful quality products that are not pressed together properly, if at all in some cases, that arrive mishandled, dirty, sawdust under protective film…. Just shear hell. The staff even believe you have no consumer rights, and if you read the Tncs, warranty,and guides from them you will find the guarantee implied does not exist. Nothing is manufactured by wren, but an old MFI factory and designers making shocking shortcuts."
007 (03 Sep 2016)
"Keep well clear of wren rip you off kitchens plus never sign any Barclays credit agreement with wren kitchens please please don't go to wren kitchens you will regret it "
zoelee74 (03 Sep 2016)
"my ordeal with Wren was terrible and I will never use them again. It was one thing after another. I paid for my kitchen in January 2015 and it want complete until mid 2016. In fact in the end we complwted the jobs ourselves as we had waited so long."
Mary (01 Sep 2016)
"Disgraceful service from Wren. Reading comments from latest signatures echoes our experience."
Sued (01 Sep 2016)
"Terrible service, 5 weeks to fit a bathroom, couldn't use the bath for two months, and now we have more problems."
Sad-Sam (01 Sep 2016)
SIMON-CROW (01 Sep 2016)
"I worked for them, horrendous how they left people's kitchens, I arranged private installations for my customers, who were left happy with what they had... wren had me procecuted in crown court for fraud for "stealing installation business" total joke! They are a legalised fraud and get away with it! "
stuart (31 Aug 2016)
Seb (31 Aug 2016)
"They are one of the worst companies the lies they tell there is no customer care at all they need shutting down I'm refusing to sign it off if Barclays pay them that's there own fault I paid for a service that hasn't been delivered it needs to stop "
Christine50 (30 Aug 2016)
kelly81 (30 Aug 2016)
"We have had issues for the last 10 months that should have finally been put right today but they did not turn up. The level of customer service has been shocking and has left me very upset and frustrated and so disappointed that we have spent our hard earned money on such a poor quality kitchen."
Shirl (30 Aug 2016)
"Fitters were useless. Still waiting for remedial work. Wren don't know the meaning of Customer Service"
Dawn-the-prawn (25 Aug 2016)
"Cowboys. Do not choose this company for your kitchen. My dream kitchen turned into a nightmare. Mistake after mistake and no-one cared. Terrible customer service to the point where the manager used to hide if we entered the show room."
Anne-P (25 Aug 2016)
"Why pay more for your dream kitchen? That's what one of the recent Wren advertising campaigns asks. I can think of many reasons why, especially if it involves Wren. Looking at various comments on here and Twitter (those that haven't been deleted), I don't think I'm the only one to feel this way. Anyone considering to use Wren, please don't. Things sometimes go wrong, but when things go very wrong and continue to do so with little effort to rectify or manage issues what do you do? You contact their complaints department or customer services right? That doesn't seem to work at rectifying issues at Wren though. 10 weeks after starting, our kitchen is not finished. The installation team no longer respond and the people monitoring the private messages on here gave us an empty promise so, I'm keeping to my promise and letting the public know just how bad Wren are. Sadly, I can see some people are worse off than us and still have incomplete kitchens after 12 months! The best way to describe Wren, from my experience and seemingly others, is as a disgrace. I can't write down all of the issues we've had as there have been too many but here is a bit of an idea for you. Our kitchen was ripped out late one Friday night, they caused a gas leak and left it. We luckily realised and turned the gas off. After the kitchen was ripped out, we waited nearly 4 weeks until we had a sink and any running water again in our kitchen. The installer had his team working 24 hour shifts on various kitchens, few of them had the skills to fit a kitchen. We supplied our own solid wood worktops for them to fit, they ruined 2 out of 3 of those. We paid for new replacement worktops out of our own money for a new team to install them again. The initial ones were damaged because the first team didn't have the skills the do proper joints or cut the correct shaped hole for the sink. Wren promised to refund us but we can't discuss this until the kitchen is signed off as complete and we can't do that due to all of the other issues. All waste and rubbish was dumped in a loose pile in our garden (the installers guide states that they must bag waste). The first installers threw cigarette buts all over our garden and left a bottle of urine, despite me specifically asking them to bin their rubbish. We also allowed them to use our toilet so the bottle of urine quite literally 'took the p*ss'. Various items were missing from our order so there have been many delays waiting in for deliveries. We've had to stay at home countless days to wait for workmen to turn up. I'd say it's been around 15 days although we've lost count of the exact number. The first installer was so poor that the second team have had to reinstall it completely. Insufficient fixings into walls, not a single cabinet straight....the list goes on. The first installer was rude, never kept his word and when asked not to holler up our garden to his team at 9:30pm on an evening to consider us and our neighbours, his ignorant response resulted in us asking him to leave. He then had the audacity to complain about us. This is after the wren field manager had previously stood next to me and witnessed the installer shouting at the end of our garden in what appeared to be a very heated argument with someone on the phone. The day after this he text threatening to send someone round to rip out our kitchen and he demanded £400 for some electrical works that hadn't even been done. When designing our kitchen, we intended to source our own installer but were told that if we used Wren, they would fully manage it for us. Although the people in Wren have been pleasant enough, we have had to do all chasing and make the majority of arrangements ourselves. We highlighted this to them several times and there has still been no improvement. I think we've been sold something that doesn't exist. We've asked Wren if they reported the gas incident to Gas Safe Register as part of their commitment to health and safety but there has been no comment. As far as we are aware they didn't take any action about men working 24 hour shifts and using power tools either. So 10 weeks in, after many many more issues, including design errors and our new oven being smashed and taking 3 weeks to replace, I am still convinced that the best way to describe Wren is disgraceful. We have seen a copy of the Wren requirements for their contractors which looks ok albeit basic. Our contractor only delivered around 10% of the basic requirements and there was certainly no effort from Wren to manage this making the booklet a waste of paper. The best bit is the contract with Wren. The last main section states "we will contact you during your kitchen installation to make sure you are happy with the work being carried out, if there are any issues that occur we will act swiftly to resolve them". We have to chase in all instances and nothing has been swift. I wouldn't wish this experience on anyone else. If you think you'll chance it to save some money, think again. It's not worth it and you'll probably end up paying someone else to finish the kitchen for you since they are incapable of resolving issues."
Lynnj (19 Aug 2016)
"I purchased my Kitchen on the 8th March. I am still today 19th August waiting to have confirmed a fitter that is going to finish it. |I was left without a Kitchen and a sink for 3 weeks due to being told my kitchen will be ready when we were? I paid £3000 for a fitter and if I never had a son-in-law that can do these things I have no idea where I would be now. I am looking to get this as a refund and am still in talks 5 months later. I would never recommend this company to anyone, and I work for a Big Estate Agent and have told all the branches to advise against anyone using them."
younger (15 Aug 2016)
"Had deliveries of unnecessary stock three times. Wren refused to collect the stock and to.d us to throw it away. What's waste of resources. They also failed to supply us with an infill panel stating that they no longer supplied sage green tape to cover the raw edge of the panel. It was only down to our excellent local fitter that the missing panel was fitted . When challenged on these issues , we got very poor responses from Wren. I couldn't recommend them to anyone. "
geniemum (11 Aug 2016)
"Kitchen finally fully finished 6 months after first fit. I feel it's only because I hassled and harassed them that I got anywhere. Not convinced that all workmen are competent although the initial fitter did a great job despite problems caused by a poor measure. Electric lighting caused all sorts of problems but it didn't stop us using the kitchen in the interim &, thank fully we used our own electrician. I'm supporting this petition because of the very poor customer service experienced once the order was placed. From the sounds of it there has been NO improvement since last year and I feel lucky now! I also wonder what value our guarantee has?"
Catherine (10 Aug 2016)
"We ordered a kitchen in February. We visited the showroom a couple of times to make adjustments. In June the fitter visited and we agreed the scope and price of the extra work which had to be done. We spent several days preparing a space in our garage for the new kitchen and emptying our kitchen. We also had to set up a makeshift food preparation area in the dining room as we were going to be without a kitchen for a month. The fitter arrived to remove our old kitchen in mid July. He was surprised that we had had no communication from Wren about the delivery of our new kitchen. When I phoned Wren they said we had cancelled the kitchen. We had not. They then said that we should have had a pre-fit visit from the fitter. We had. Then they said we had not paid for the kitchen. Nobody asked us to pay. We normally pay for goods and services after delivery. Wren did not want to take responsibility for their incompetence. Their apology was no more than "We're sorry. You'll have to go through the process again." We were absolutely fed up and asked for our deposit to be funded. We met with a little resistance, but they did refund us. We were greatly inconvenienced by the incompetence of Wren. We felt that they were not really that bothered that they had let us down."
Lauraborrell (10 Aug 2016)
"Lied to by wren management, and installation department who changed what they said the day before to try and exonerate themselves if any duty of care to us as customers on trying to resolve our problems, fitter didn't fit our kitchen to our contractual agreement. Was bullied and threatened into signing the sign off sheet. Contacted finance company who are intervening too as they're appalled.The stress of this has made my lupus flare as the plumbing the didn't install despite telling us they would do this was unable to be completed by our private plumber who we had to contact to try and fit trap. The fitter had not left any room for trap to go if we had tried to install the Belfast sink would have fallen off. Lights were left hanging from cupboards not installed, and oak work tops misaligned. Fraud by misrepresentation, signing under duress, misold goods and services breach of contract. Please stop them. Laura Borrell "
lewisames (10 Aug 2016)
"Endless issues with Wren. Ordered 2 kitchens a few months apart. Initially we received the units on a supply only basis in January 2016 - 5 units had chips on the doors. I stored for around a month in the conservatory (drivers walked in and placed, not touched since or unpackaged). Customer services initially refused as they stated their terms are any damage not reported within 48 hours is not accepted (is unpacking 40+ items to check they aren't damaged really something they can demand) even though somebody from the local store had visited and could see they were all still boxed etc and no fitting had commenced. They stated all had been photographed before dispatch however could not produce any photographs to show this. After endless calls and arguments, they agreed to replace the doors. Replacement doors then came but without the small rubber fixings that go next to the brackets, without these its impossible to fit the doors. More calls are arguments to have this resolved. To this day we are still having issues with the granite worktop 8 months on. After I refused the first due to extremely poor workmanship as agreed by the fitters who were embarrassed they'd even been sent out with such poor worktops, I was promised it would be remanufactured and they would return in a week. 3 weeks passed until they returned (I believe only because I continually chased them on a daily basis) they return with the same worktop with the same issues! I have a young child and we have no working sink or hob in the kitchen due to these issues. The subcontractor J Rotherham agreed to leave the worktops dry fitted (i.e. just placed on top of the units and not fitted). I was told the next day I would receive a call to retemplate followed by a remanufacture. 2 weeks later nothing, still chasing. Had enough at this point so requested a full refund to be told that wasn't possible as the worktops were on my property!!! I did not sign anything on receipt and the worktops aren't even fitted! Second order - ordered the same units as previously - however were of a lower quality than the ones received a few months back. Second order was to replace the original kitchen that was unfortunately flood damaged (flood not down to wren). Majority of the units in our opinion were absolutely fine and showed no signs of damage whatsoever but the Wren representative that visited informed us that he would have to immediately void any warranty on all of our existing units as he could see that the moisture could have caused internal damage to them (doesn't even make sense). Was to have full kitchen replaced but insurance informed that it really wasn't necessary and therefore would need to return majority of the kitchen. Was happy with this due to notably lower quality units provided. Reported to wren wish to return within 48 hours of receipt, point blank refused. Informed me they would only discuss a return inline with consumer rights with my solicitor. Informed I wished to return, and after being refused a returns address, and stating my intention to return to store, told that if I did attempt to return to store they would call the police and have me arrested for fly tipping. I returned anyway to the Stevenage branch who didn't really know what to do but they did accept the goods back. As I was leaving the manager came over and informed me they would be left in the car park and not their responsibility. He questioned why I didn't seek assistance from the store who had previously informed me that they don't provide customer support on 5 separate occasions and the only way was to call customer services!! The next day I have customer services on the phone informing me that they do not accept the return, that I need to collect the goods from the store, and if I don't they would be charging me a £10/day storage fee. I informed that was ludicrous stating that I wished for a refund, to be told that Wren 'do not accept returns under any circumstance' and that they would issue county court proceedings to collect the storage fee should I not collect within 24 hours. I informed them my intention to issue a credit card chargeback, of which they have informed me that if I am successful and the funds are debited from their account they would instruct their legal department to issue county court proceedings for the value of the refund and this would affect my credit rating due to a CCJ being issued. They've since emailed requesting a date they can redeliver to me free of charge - no thanks! Their scaremongering tactics won't work with me and I have proceeded with my credit card chargeback and a claim with the furniture ombudsman. Avoid this company at all costs."
Sarah-moncur (10 Aug 2016)
"Paid a lot of money for a wren kitchen and disgusted with the worktops. They are more and more scratched everyday and not doing anything out of the ordinary. We were told they were hard wearing but they are far from it. They have ruined our dream kitchen and caused nothing but aggravation. "
Mrs-TB (09 Aug 2016)
"Terrible experience brand new fridge freezer drilled through, fitters damaged floor, cut through cupboard, have left electrics hanging, made hole too big for hob and tried to hide it - loads more errors. Manager came and assured us that it would all be rectified and then what? Big fat nothing that is what. Heartbroken and very stressed."
Wendysu (08 Aug 2016)
"The worst company we've ever dealt with, wish I'd never heard of them, 8 months since complaint about all of the faults and no nearer to resolution, poor quality goods, crap installation, no faith in the product, I wish I could afford to rip it out and start again"
Natts (08 Aug 2016)
"Why would you puto something guaranteedifferent for 2 years a casing guaranteed for 20. As a result our tall larder unit has failed the bolts have sheered off the bottom and it fell on my daughter as she was opening it. Net result an afternoon in A and E and a very sore poorly leg and lucky to be alive ! You have said you will replace the unit and might pay towards it re fitting if it doesn't cost to much. Pfft how about you see me in court !"
Jemma-fletcher- (06 Aug 2016)
"Disgusting company, went completely against a signed contact as they had measured the kitchen i incorrectly and couldn't deliver what was agreed. requested kitchen to be taken out after 6 months of not having a kitchen and was rejected as being unreasonable! "
ahyau (06 Aug 2016)
"Two months after the installation, we still have a number of issues and no one from Wren bother resolving these. Worktop measurement was incorrect thus leaving the units exposed - you can see the back of units from outside, access to boiler is blocked for service in the future, tek wall (splashback) arrived in 3 different colours after 4th attempts etc. Escalated all these issues to the installation team and complaints department of Wren, however, no one seem to bother."
FB-user-26998 (05 Aug 2016)
"I agree they are useless."
Neil-Smith (05 Aug 2016)
"I had a kitchen designed by one of Wrens quality designers!!! I questioned the measurements twice because I thought they were wrong. How right was I. On the day of fitting we had to get the designer out to see how over sized the kitchen was. New units were ordered and delivered 3 weeks later with a massive compromise on what we wanted, low and behold one of the wall units had a door on the wrong side!!!. Now fighting for a suitable refund on the difference of the units we had to return and what the designer had to reorder. Rip off Wren. "
David- (03 Aug 2016)
"Bought a kitchen from Wren a year and a half and still not completed. The company simply does care."
Diana (01 Aug 2016)
Free (01 Aug 2016)
Jenny Duncan (01 Aug 2016)
"Ordered kitchen in April was supposed to be fitted on 4th July... still waiting. No response from emails, telephone calls, avoid !!!!"
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On the 11th June 2016 I took my 10 year old daughter and a group of her friends to Orpington paintba...
Harveys Furniture diabolocial trading standards must be investigated.
197 signatures
I am at my wits' end. I ordered a 3 piece sofa from Harveys which they promised would be delivered b...
Vodafone
122 signatures
Are you a person who is fed up with live chat getting nowhere? Are you being left on hold for hours ...
Hotpoint customers have had enough!
1685 signatures
Please sign this if you want this company investigated and the individuals who've had their consumer...
Bus Lanes in Guildford
4 signatures
There is always normal drivers using this bus lane and the council should do something to punish the...