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  • FIRST POST
    PHellier
    Wren Kitchens - My Review
    • #1
    • 2nd Sep 11, 4:57 PM
    Wren Kitchens - My Review 2nd Sep 11 at 4:57 PM
    UPDATE 29/03/13:

    Since posting this I received a phone call on the 22nd Feb 13 (2 years after I sent an e-mail of complaint).

    The call was from Wren Kitchens who wanted to come and look at my kitchen.

    They came, they saw and they have now rectified all faults and installed new additions and I now have a beautiful kitchen to be proud of.

    Thank you WREN I am delighted with the result.

    ---------------------------

    Hi, I'm hoping someone here could advise me what, if anything I can do
    about a situation regarding having a kitchen installed.

    The company is Wren Kitchens, of whom I had purchased one of their
    showroom kitchens to have installed in early July. As of today, the 2nd September
    it has finally been completed.

    The kitchen itself was installed during the 2nd week of July 2011 or rather the
    majority of it was - upon completion I noticed 2 doors which had been
    fitted had chips on them so I contacted Wren who said that they would send replacements.

    However when the replacements arrived only one was OK, the other one was the wrong size entirely!

    I again contacted Wren who said they would order another. They ordered another two.
    When they finally arrived on the 6th August I went to collect them from the store. At home I realised
    that they had not included the raw plugs and could not be fitted by us.

    The 2nd, and larger issue at hand is the kitchen hob extractor fan which
    did not work from day one! Wren were contacted about this and they said they would send
    out an Engineer. He arrived a few days later and advised us that it was faulty and had
    been installed that way.

    He said he could repair it but as it was new we should request a replacement. He was disgusted
    that it had been installed.

    Finally, the original kitchen fitter arrived this morning (2nd Sept) with the replacement extractor fan and installed it together with the
    kitchen cupboard doors.

    This has been a total nightmare, I have had to use my holiday entitlement and its been an endless case of
    "We will call you back" although low and behold the phone never rang or when it did
    they were completely outdated with the information (such as they called
    us to say - after 4 weeks - the extractor fan was ready for collection
    even when we had requested a re-installation by the original fitter).

    I'm curious if I have any rights to compensation of some kind
    as the main component of the kitchen did not function from day one and
    has caused endless stress to me and time off work (for example having to
    wait in all day for items to be delivered) which did not arrive.

    I would be wholely disappointed if a company can behave like this towards its customers
    without any consequence - especially with such large amounts of money
    being spent on the product!

    Thanks guys.. any suggestions or help would be appreciated greatly.
    Last edited by PHellier; 31-03-2013 at 3:39 PM. Reason: typo
Page 17
    • photome
    • By photome 10th Oct 17, 3:23 PM
    • 12,937 Posts
    • 8,429 Thanks
    photome
    Only a brief input as have asked a long question in th Consumer Rights section on MSE, alderly mother in law charged over £20,000 for a refitted kitchen, no bigger than 3m square. 8 weeks in still not finished, sadly she was talked into paying for it up front. Am fuming and will not give up until we expose them for who they are!
    Originally posted by britishboy
    you will have an uphill battle i fear.

    have you joined the Wren Kitchens Disasters facebook page, it has thousands of members who are having problems with wren
    • LAS0707
    • By LAS0707 14th Dec 17, 6:57 PM
    • 1 Posts
    • 0 Thanks
    LAS0707
    Appalling customer service from WREN
    I am a teacher and have been saving up for a new kitchen for a while only to find that WREN did not offer the customer focussed, family focussed approach to kitchen installations as advertised on their website.
    I have experienced a range of issues between August and October 2017 for a small flat kitchen which was only supposed to take 2 weeks to install.
    In addition, I feel there might be an insider scam going on stolen because they are claiming a cooker hood was delivered to my property when it fact it never was and I had to pay for a new one (from another retailer of course).
    I have contacted their Uxbridge sales manager, complaints departments and CEO Mark Pullan , who is refusing to comment.
    After having sought legal advice I have been advised to pursue the matter further as there has been a breach of consumer rights.
    This is the first time in my life I am posting publicly about a company and is the first time I have experienced such a poor approach to dealing with unsatisfied customers.
    I would love to know if other people are experiencing similar issues or any advice on how issues were resolved.
    It is a real shame WREN prefers to operate in this way as the issues could all have been so easily avoided.
    People should be made aware of the risks involved with dealing with such unprofessional companies.
    • photome
    • By photome 14th Dec 17, 8:03 PM
    • 12,937 Posts
    • 8,429 Thanks
    photome
    I am a teacher and have been saving up for a new kitchen for a while only to find that WREN did not offer the customer focussed, family focussed approach to kitchen installations as advertised on their website.
    I have experienced a range of issues between August and October 2017 for a small flat kitchen which was only supposed to take 2 weeks to install.
    In addition, I feel there might be an insider scam going on stolen because they are claiming a cooker hood was delivered to my property when it fact it never was and I had to pay for a new one (from another retailer of course).
    I have contacted their Uxbridge sales manager, complaints departments and CEO Mark Pullan , who is refusing to comment.
    After having sought legal advice I have been advised to pursue the matter further as there has been a breach of consumer rights.
    This is the first time in my life I am posting publicly about a company and is the first time I have experienced such a poor approach to dealing with unsatisfied customers.
    I would love to know if other people are experiencing similar issues or any advice on how issues were resolved.
    It is a real shame WREN prefers to operate in this way as the issues could all have been so easily avoided.
    People should be made aware of the risks involved with dealing with such unprofessional companies.
    Originally posted by LAS0707
    If you haven’t already done so please join the wren kitchen disaster Facebook group, there are many more people in the same situation
    • Mars99
    • By Mars99 30th Dec 17, 9:40 AM
    • 10 Posts
    • 12 Thanks
    Mars99
    I have successfully sued Wrens in the County Court
    Be very aware of this company. Do not let the glitzy showrooms fool you. Behind the scenes is an organisation in chaos. Customer service is virtually non-existent. If you have to complain you will be asked to write to a rather fanciful sounding complaints department called the “Directors Office” – where there are no Directors of course.
    Quality of their products is mediocre at best and the quality of the running gear on drawers and pull out units will simply not stand the test of time.
    We purchased a Linda Barker kitchen from the Bristol store and were promised installation would take a week. A year later it was still not complete. We had everything thrown at us – incorrect measurements, wrong items, damaged items, unskilled fitters, poor installation and worst of all zero response from Wrens. You name it we suffered it.
    There is far too much detail to explain everything except to say earlier this year I ultimately decided to take them to Court under the Supply of Goods and Services Act 1982. As you can imagine they were not best pleased and their solicitors threw every word of small print in the contract to deny liability and responsibility. Their constant intimidation tactics did not phase me in the slightest but made me even more determined as I knew they were in clear breach of the Supply of Goods and Services Act and the Sale of Goods Act.
    On the day of the court hearing they had appointed some high-flying barrister who again decided to intimidate me into settling for a ridiculously low compensation figure which I refused.
    The judge was clearly not impressed with Wrens and issued them with a County Court Judgement (CCJ). The Judge found Wrens to have acted in breach of the term (implied under the Supply of Goods and Services Act 1982) in failing to provide a service, namely the fitting of a kitchen, with the necessary care and skill required and within a reasonable time frame and failing to demonstrate a duty of care. Wrens were also found guilty under Sales of Goods Act for the supply of poor quality materials not fit for purpose. The Judge proceeded to award well in excess of a thousand pounds in compensation.
    If Wrens have failed you, do not be afraid to take legal action. This is a truly vile organisation.
    Some advice and warning to anyone still thinking of buying their dream kitchen from Wrens.
    Firstly, DON’T, go elsewhere!
    Secondly, if you really have been taken in by their sales patter then beware they will not entertain any complaints until you have signed the completion certificate (where you have used their fitters). The minute you sign the completion certificate, your finance agreement will commence (if you have bought on finance) and Wrens will receive full payment from Barclays. From that point onwards, you are on your own. Good luck with resolving any complaints.
    You have been warned. DO NOT under any circumstances sign the completion certificate or anything unless you are 100% satisfied and make sure you read ALL the small print BEFORE you enter into the agreement.
    • photome
    • By photome 30th Dec 17, 12:36 PM
    • 12,937 Posts
    • 8,429 Thanks
    photome
    Be very aware of this company. Do not let the glitzy showrooms fool you. Behind the scenes is an organisation in chaos. Customer service is virtually non-existent. If you have to complain you will be asked to write to a rather fanciful sounding complaints department called the “Directors Office” – where there are no Directors of course.
    Quality of their products is mediocre at best and the quality of the running gear on drawers and pull out units will simply not stand the test of time.
    We purchased a Linda Barker kitchen from the Bristol store and were promised installation would take a week. A year later it was still not complete. We had everything thrown at us – incorrect measurements, wrong items, damaged items, unskilled fitters, poor installation and worst of all zero response from Wrens. You name it we suffered it.
    There is far too much detail to explain everything except to say earlier this year I ultimately decided to take them to Court under the Supply of Goods and Services Act 1982. As you can imagine they were not best pleased and their solicitors threw every word of small print in the contract to deny liability and responsibility. Their constant intimidation tactics did not phase me in the slightest but made me even more determined as I knew they were in clear breach of the Supply of Goods and Services Act and the Sale of Goods Act.
    On the day of the court hearing they had appointed some high-flying barrister who again decided to intimidate me into settling for a ridiculously low compensation figure which I refused.
    The judge was clearly not impressed with Wrens and issued them with a County Court Judgement (CCJ). The Judge found Wrens to have acted in breach of the term (implied under the Supply of Goods and Services Act 1982) in failing to provide a service, namely the fitting of a kitchen, with the necessary care and skill required and within a reasonable time frame and failing to demonstrate a duty of care. Wrens were also found guilty under Sales of Goods Act for the supply of poor quality materials not fit for purpose. The Judge proceeded to award well in excess of a thousand pounds in compensation.
    If Wrens have failed you, do not be afraid to take legal action. This is a truly vile organisation.
    Some advice and warning to anyone still thinking of buying their dream kitchen from Wrens.
    Firstly, DON’T, go elsewhere!
    Secondly, if you really have been taken in by their sales patter then beware they will not entertain any complaints until you have signed the completion certificate (where you have used their fitters). The minute you sign the completion certificate, your finance agreement will commence (if you have bought on finance) and Wrens will receive full payment from Barclays. From that point onwards, you are on your own. Good luck with resolving any complaints.
    You have been warned. DO NOT under any circumstances sign the completion certificate or anything unless you are 100% satisfied and make sure you read ALL the small print BEFORE you enter into the agreement.
    Originally posted by Mars99
    Have you received the money from Wren
    • Mars99
    • By Mars99 30th Dec 17, 12:56 PM
    • 10 Posts
    • 12 Thanks
    Mars99
    Have you received the money from Wren
    Originally posted by photome
    Yes, they paid.They had no choice as there was a CCJ against them and this could easily have been enforced via bailiffs.
    • MothballsWallet
    • By MothballsWallet 30th Dec 17, 1:41 PM
    • 11,952 Posts
    • 15,930 Thanks
    MothballsWallet
    Wren are regular advertisers on our local independent radio station, Free Radio.

    And I'm not surprised the customers' Facebook group has been closed at least once before - Zuckerberg (specifically) buckled to pressure from the Turkish government after declaring Facebook a free speech site where people could post comment without fear of censorship.
    I live in the UK City of Culture 2021

    Married to an immigrant.

    Always ask yourself one question: What would Gibbs do?
    • fossil1
    • By fossil1 26th Jan 18, 1:53 PM
    • 2 Posts
    • 0 Thanks
    fossil1
    Awful experience with Wren and Barclays Partner Finance
    My partner and I bought a kitchen from Wren and it was delivered on in October 2017. We sourced our own fitter to install it, which took 3-4 days (he's worked on friends and families houses, so we know how good he is) and he advised us that he didn!!!8217;t think the quality was up to much. So upon hearing this we removed all the protective plastic that was on the cupboards, drawers and panels covering the kitchen, and discovered issue after issue. These included chips, shoddy paintwork I.e. white lines of paint showing on the edge of the dark matt grey paint colour we went for, bobbles in the paint etc. But the last straw was when we went to clean the kitchen and paint literally wiped off a panel.

    (Oh, and in the midst of all this we discovered that the brand new oven was faulty, and they tried to get us to repair it instead of replacing it, which we told them was not happening as we had not used it and we were within 28 days. Only when we quoted the consumer rights act did they replace it.)

    Long story short, we have given Wren umpteen opportunities to replace the substandard goods, we are now onto delivery number 11 (I think? I!!!8217;ve seriously lost count), day 94, and we still don!!!8217;t have a kitchen free from fault.

    We have rejected the kitchen under the Consumer rights act 2015 for a full refund due to substandard goods and goods not fit for purpose in some instances, and we originally requested the rejection within 28 days, but they sent out an installation manager to try and 'rectify' the situation (we now realise this was a delay tactic.)

    However, we went on to issue a formal rejection mid December as they continued to send out damaged goods with QC inspected plastered all over it to try and replace the original damaged goods, but they are saying we are unable to reject it. They change what the reason for this is, which has ranged from:
    • Us accepting the kitchen because we installed it - though we pointed out that we were not aware of these issues until after installation.
    • Us accepting the kitchen because we fitted our own worktop. However, we did not anticipate the issues we have experienced and got this fitted within a week of the kitchen being fitted. But regardless of this, us accepting another contract has no bearing on the kitchen contract - which we have advised Wren of.
    • The claim is disproportionate to the remaining issues. So they are saying because we only need 2 more items and then the kitchen will be complete, that we are not allowed to reject it. Which is absurd because we rejected it long before we got to this point. Plus, we don!!!8217;t actually feel like we can use the kitchen because we don!!!8217;t feel confident in it after seeing paint coming off!
    In the midst of all this we opened up a section 75 claim through Barclays as we got the finance through them, who we feel have seriously failed us. We have had 3 different claim handlers due to staff leaving the department, and we have basically been forgotten about as a result.

    We opened the section 75 claim with them in November 2017, and we are led to believe that they have 8 weeks to deal with this claim. We are now past this 8 week mark, but they are not providing us with a decision nor a timeframe as to when this will be.

    We feel we are at the mercy of Barclays making their decision, but they have advised us over the phone that they have other claims open with Wren that have gone on a lot longer than ours, so we!!!8217;re not sure on what are we meant to do with that information. Oh, and it's also become apparent that Barclays have a whole department to deal with Wren claims, which says it all really.

    We are unable to move into our first home together as we can!!!8217;t lay the floor until the kitchen is fitted, and we feel that Wren are in breach of the consumer rights act as well as trading standards, and are purposely delaying us past the six month mark so as to make this refund process more difficult for us.

    Has anybody else had this kind of situation and managed to get the refund? I now realise how many people have had issues with Wren and I am kicking myself for not researching them better, but it would be good to know if anyone waited for the section 75 claim, or just went through the ombudsman?

    Barclays have advised us that if we go to the furniture ombudsman that they will no longer deal with the claim, but then I feel like I should be reporting Barclays to the financial ombudsman for how they have dealt with our claim, or lack of.

    I can honestly say this has been the most stressful thing I've ever gone through.
    Last edited by fossil1; 26-01-2018 at 2:05 PM.
    • photome
    • By photome 26th Jan 18, 4:02 PM
    • 12,937 Posts
    • 8,429 Thanks
    photome
    fossil. I know i keep reating myself but have you joined the wrenkitchendisasters facebook group where there are many people in the same situation as you
    • fossil1
    • By fossil1 26th Jan 18, 4:22 PM
    • 2 Posts
    • 0 Thanks
    fossil1
    I'm not on Facebook
    • photome
    • By photome 26th Jan 18, 4:44 PM
    • 12,937 Posts
    • 8,429 Thanks
    photome
    I'm not on Facebook
    Originally posted by fossil1
    It maybe worth joining there are over 1000 members (there were many more in the previous group that wren got facebook to shut down) many in same position as you and many have posted their experiences of writing to their MP and going to court
    • richar moss
    • By richar moss 6th Feb 18, 6:21 PM
    • 1 Posts
    • 0 Thanks
    richar moss
    Another Wren nightmare, been without sink or cooker since 5th January due to receiving four faulty sinks and hole in worktop too large for any of them had they been acceptable, we have had to send seventeen photographs, nine emails, eleven phone calls and nine visits to local showroom (Solihull) and still being passed from one department to another, Their websites state the wrong worktop cut out for model of sink and wren buyers put the blame on German suppliers and worktop installers while we ( Pensioners ) are left in limbo we contacted Barclays who provided interest free credit but they informed us they pay wren on receipt of goods only ?,
    Does anyone out there feel that Barclays should be more pro active.
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