Cancellation Rights (Wren Kitchens)

WeeGreenDragon

Hi,
I'm just wondering if someone might be able to advise (hopefully posted in the correct place).
We went to see Wren Kitchens on Sat 24 March and chose a kitchen we liked. We went back for our design consultation on 31 March and ordered the kitchen we wanted.
We were to await the fitter to come out to double check measurements which he has done tonight.
My husband is now having some doubts about the kitchen as we've been quoted extra costs and have to locate a tradesman for some works ourselves.
My query is did we enter into a contract on 31 March or would the actual contract not come into force until the fitter had confirmed the order was correct?
In addition the day we were in the showroom the saleswoman was having a problem with her system so the only paperwork we have is a receipt (which looks more like a picking list) and a floorplan. We weren't given any paperwork relating to cooling off periods etc.
We did pay 10% deposit on 31 March too.
Also, does anyone happen to know what the cooling off period would be.
Thanks in advance.

arcon5

Yes, you will have entered in to a contract. The deposit would demonstrate this.

If you are paying via a credit agreement, this usually provides for a 14 day cooling off period. Otherwise, there are no rights to cancel.

You can breach the contract and decide not to go ahead, they can however deduct a reasonable amount to cover their losses. Being the visits to your home and admin fee.

Read the following.

https://forums.moneysavingexpert.com/discussion/comment/42873192#Comment_42873192

How much was the deposit in money terms?

WeeGreenDragon

arcon5 wrote: »

Yes, you will have entered in to a contract. The deposit would demonstrate this.

If you are paying via a credit agreement, this usually provides for a 14 day cooling off period. Otherwise, there are no rights to cancel.

You can breach the contract and decide not to go ahead, they can however deduct a reasonable amount to cover their losses. Being the visits to your home and admin fee.

Read the following.

https://forums.moneysavingexpert.com/discussion/comment/42873192#Comment_42873192

How much was the deposit in money terms?

It was £375.

arcon5

WeeGreenDragon wrote: »

It was £375.

Personally, i'd expect you to receive some of that back. A deduction of about £100 to cover time and visit to your home seems reasonable to me. This is just my opinion though, others may disagree.


Have you spoke to them about your concerns? If they know your considering backing out of the order because of x, y and z, you may find them suddenly throwing the extras in to keep you as a customer. If the salesmen is on commission, speak to him (not sure how Wren Kitchens work) - he will porbably do whatever it takes to keep you and his commission.

WeeGreenDragon

arcon5 wrote: »

Personally, i'd expect you to receive some of that back. A deduction of about £100 to cover time and visit to your home seems reasonable to me. This is just my opinion though, others may disagree.


Have you spoke to them about your concerns? If they know your considering backing out of the order because of x, y and z, you may find them suddenly throwing the extras in to keep you as a customer. If the salesmen is on commission, speak to him (not sure how Wren Kitchens work) - he will porbably do whatever it takes to keep you and his commission.

Thanks for the reply.
I think the biggest concern is the fact we've to pay for the kitchen in full 28 days before installation. Any other company we've dealt with it's usually been on completion (appreciate Wren do partially pre-assembled units but ours are standard sizes, nothing bespoke).
Also the fact that the costs are starting to creep up before they've even laid a finger on the kitchen.
My husband is also dubious at the fact we've very little paperwork as well.
May just be cold feet but my husband keeps talking of a "bad feeling".

munchpot

I've not used them but would suggest reading the threads about Wren and how difficult some people have found getting things fixed once they have paid in full up front

WeeGreenDragon

munchpot wrote: »

I've not used them but would suggest reading the threads about Wren and how difficult some people have found getting things fixed once they have paid in full up front

I've seen some of the threads as well - all in all not sitting well with me now. :think:
I am going to call to cancel this morning.
Wish me luck!

bod1467

One of the key pieces of advice regarding home improvements is to NEVER pay the full amount upfront before work is completed. If a company won't accept this then find another company.

ALL companies working in this sector should have credit agreements with their suppliers ... if the company wants the money upfront then this is a sign that they may be struggling financially (or are cowboys).

WeeGreenDragon

TBH I was really surprised when I asked about paying the balance and was told it needed to be paid 28 days before installation.
I applied for a credit card with my bank so I'd have some cover if we'd gone ahead as I wasn't comfortable with that.
Anyway ... kitchen cancelled.
Phoned their customer services number - held on for an age - then spoke to a girl and the first question she asked me was "Is your call about missing items?". I explained it wasn't but I would like to cancel an order. I was told to contact the showroom direct as they'd request my deposit to be refunded.
So, phoned showroom. Explained to chap who answered I wished to cancel. "Ah, well, Shirley you dealt with won't be in until tomorrow. Can you phone back then?". Said I'd prefer it to be dealt with today. "Ah, ok, hold on then". He then shouts across the showroom I presume to someone else and then pops me on hold. I hold for a couple of minutes and then I'm passed to the receptionist who then goes into a detailed explanation as to why I'm talking to her as another call has been passed to the person I needed to speak to.
Gave her my order details and she says she'll pass this on to be actioned. Lovely lady, couldn't have been nicer.
Five minutes ago I get a call back from her.
She'd been speaking to another salesperson who thought that we'd already advised our designer of our intention to cancel "is this the first time you've told us?". I confirmed it was. "OK. Walter thought you'd phoned before, must have been other customers. That's fine. We'l get your refund processed. It can take about 6-8 weeks".
I explained customer services had said it'd take about 3-5 working days. "Oh that's good. They must have got faster"
!!!!!!
Will be really annoyed if we had to wait 6-8 weeks for money to go back into our account.
Anyway, gotta love chatty receptionists.
Hopefully that's that now.
Thanks for all the advice. I'm off to browse other kitchens now.

shaun_from_Africa

Whilst it's still fresh in your mind, make sure that you write down all the details of the call including the time and date and the names of the people that you spoke to.

If there is a problem with your money reappearing then at least you will have a good record of the facts.

WeeGreenDragon

Thanks Shaun ... have done that already. Learned that lesson the hard way in the past.