Wren Kitchens - My Review

Lowrij1983

Wondering if anyone can help me?

Have placed an order for a Wren kitchen and have paid a deposit. The expected delivery date is 1st week of november, however we have yet to recieve a call from Wren regarding a measurement visit and have yet to confirm sink and appliances etc. Yet we are receiving emails reminding us that payment in full is not due.

After numberous calls and store visits to arrange for the above to happen, we are still waiting!
No promised return calls have ever happened and am now getting really worried about the lack of customer care.

Am i entitled to my deposit back if i cancel? As i feel that they have made no effort to get the ball rolling for the kitchen to be delivered at expected delivery date.

alexcoops

Dreadful after sales service from Wren. Store Manager refers me to Head Office customer service which is a joke as just been on hold for 45 minutes. Called 3 times and no one has called me back. Store Manager has no authority to deal with missing appliances or replacements.

The kitchen planner was very helpful and did an excellent job, shame Head Office don't mirror the stores attitude to customers.
I have emailed Jason Hopper Retail Director twice - NO REPLY
I have emailed Armando Sanchez Managing Director twice - NO REPLY
I have called the published mobile number for Armando Sanchez which just re-directs to 0345 head office line.

I still do not have the Neff ovens I ordered and although I have been given 1 replacement I still have a gap above my cooker where the microwave combi oven should be until January 2016.

Wren customer service do not care and are not replying. More should and could be done and they are not.

As Directors have not replied I can only assume they don't care either, not surprising the Head office customer service staff don't care either.

cddc

alexcoops wrote: »

I still do not have the Neff ovens I ordered and although I have been given 1 replacement I still have a gap above my cooker where the microwave combi oven should be until January 2016.

Wren customer service do not care and are not replying. More should and could be done and they are not.

There is a general problem with supplies of certain Neff products at the moment, so the non appearance of your ovens is no surprise and probably not, for once, Wren's fault.

What is, however, is their failure to communicate this to you and their failure to offer you an alternative. A kitchen without an oven is not a functioning kitchen.

Angiedavies79

You can call anytime as long it's within Wrens office opening hours?

LaLaC

Also, just had a bad experience with Wren Kitchens:

1. My initial order was placed on 29th June, as I wanted fitting to be complete by end of September. I paid a deposit and agreed that Wren would fit the kitchen. I had to chase and chase and chase for them to arrange for fitters and for a final measure. Only when I got so frustrated I tried to cancel my order did anyone get in touch with me to arrange fitting. Kitchen eventually started on 22nd September. Still not finished as at 20th October and no sight of when it might be finished.

2. The kitchen was wrongly measured resulting in the wrong cupboard being supplied, as well as this, two other other parts were not delivered as they should have been.
a. These have now been re-ordered by Wren cannot specify a delivery time for this, so even though they are in the wrong, I may have to take another day off work to take delivery.
b. The fitters supplied through Wren, stopped working with Wren during my fitting process. I heard this from them, not from Wren. Wren have never been in contact to discuss. Wren need to supply new fitters or else the work is not guaranteed. The missing/wrong items are due in two days, I do not have any details from Wren on new fitters.
c. At no point has anyone ever apologised for this nor have they been in contact with me or gone out of their way about next steps. I have to contact them at each point and that can be tricky as the phone can just ring out.

3. As soon as the TOTAL was paid and you have to pay the total amount to get the delivery confirmed, that includes fitting and all. It then becomes nigh on impossible to get in touch with Wren.

4. I have called my Fitting Supervisor every half an hour today, no one answers the phone. I have sent emails, emails are responded to sporadically, but no one has got back to me on this point. I have just got through to be told, she hasn’t got around to reading my email yet…..

5. As far as I am concerned as a customer, Wren is one company, yet each store passes on responsibility to the other store or to head office and vice versa. Or from Head Office to the Delivery Team or the Despatch Team. It’s always everyone else’s fault.

6. The delivery people scuffed the paintwork all the way up the stairs. I rang to inform Wren the day after delivery (25th September) and sent photos on 14th October, no one has either apologised or advised what they are going to do about it.

7. The fitters selected by Wren didn’t turn up for one week following completion of stage one of the kitchen to turn on the electricity and gas. Total 23 days without washing machine or cooker. My kitchen is small - 4m x 1.7m. Now the heating is not working. Been without for 5 days.

8. And finally, for anyone that hasn’t done a kitchen before, there’s so much that you need to know and Wren can’t really supply the advice that you need. I confessed to the two Designers that came round to measure I have considerably less storage space now than I had before. For example, the corner unit is 20cm shorter than my last one, no one highlighted this, so now I have 20cm of dead space under a work top.

Gstebbin

Wren Kichens are really really poor and I would not recommend them. My reference number is 22269844 and was dealing with customer service representative N Johnson. No response to email and no consideration to my faulty kitchen.

When the measure the kitchen they did not measure properly which resulted in me having to purchase a new cupboard. The wine rack is not aligned to rest of cupboards and nothing they can do.
Happy to take a considerable amount of money from you at the start but no after service.

Really poor- expensive and poor, poor service.

alexcoops

I have raised all our issues (damaged cupboards/missing fittings/Drawer fronts not pre-drilled/long waiting times on phone for customer services) with Wren as a customer complaint, 1st response took 7 days so it says it all about their customer service. Issues still not resolved with 1st response so waiting to hear from them again which has been a few days now.

Good value product until you actually receive it and then realise it costs you more in time spent chasing and paying the fitter!

Dreadful customer services, the worst I have experienced with any company for many years!

Mojoted

There is a common thread through all reviews of Wren kitchens. Aggressive sales tactics, under qualified designers and disgusting after sales service. I agree with them all as I have had the same problems with incorrect measurements, missing doors and poor quality finishes. I was very fortunate to have used my own carpenter though which was a relief.

They give you the promise of a lifetime/20 year guarantee but this is not worth the paper it is written on. If you try to claim for damaged goods they will either ignore you or blame you for the damage yourself. As to whether they will still be trading 20 years from now - I doubt it! If you seriously value your mental health, do not go anywhere near Wren Kitchens.

conflictivo

I'm amazed at the contrasting comments. We have just finished fitting ours - we had excellent service from Wren and delivery in less than a month. The sales person has been supportive and three quality issues have been dealt with by customer service promptly, without fuss. So I'm one of the happy ones.

Karen_fletcher

Wren Kitchens - a vow of silence ?
We had all sorts of problems when Wren installed our kitchen. A real bodged job that took over a year to complete and ended with us going to the Furniture ombudsman.
Now we have some faults that have developed and need repairing. We contacted Wren about 3 months ago and were passed from person to person with no one taking responsibility and no one returning our phone calls. We decided they had taken a vow of silence. Then 6 weeks ago Lauren Edwards emailed us promising to rectify the matters under guarantee. Has this happened - well no. Has she stopped replying to my emails - yes. So Wren appear to have definitely taken a vow of silence.
Hope someone has told Santa Claus they have been very naughty this year and in past years.
We cannot believe the lack of customer service and lack of response.