Wren Kitchens

CLR145

I have recently had a Wren kitchen fitted and have been left very very unhappy.

The problem's we have are due to the fitting of the kitchen and the poor job that was done and the state they left my house in. I paid a decent sum of money on the notion that the kitchen would be fitted to a high standard and that it would be completed for us within 3 days.

It's now a month after the completion date and it's still not finished. The original kitchen fitter had done a terrible job and left my house in a disgusting mess. I have a 6 month old baby and we had to stay at the in-laws due to the mess.

I complained to the store manager who was very receptive and said that it was unacceptable. He arranged for a new fitter to come and sort the issues out and to dispose of all the rubbish and that had been left.

I had to tidy my house and clean which personally i think was something i shouldn't of had to do at all but i wanted to get back into my house. The new fitter arrived and began to rectify the issues. I left him to it and received a text a few hours later saying he would have to return at a later date to finish off.

That was on the 15th of last month and not one single person has contact me since. I emailed the store manager on the 18th to list the issues i still had but received an out of office reply. I forwarded my email to the salesman i had dealt with and then to the deputy store manager. I have emailed them all again this morning and await a reply.

I'm now very very angry and feel i should receive some money back as the whole experience has been awful and the amount i paid i expected it to be top quality service.

Any advice?

keystone

Sorry to be blunt but you are contributing to the problem yourself by persisting with the use of email. Emails and telephone calls get you nowhere in these circumstances irrespective of the company at fault. They are too easily lost or forgotten. This is a recurring theme across these boards.

You need to stop emailing now and start writing proper letters headed Complaint and send it by signed4 (recorded) delivery. Write to the man at the top. Be truthful and factual in your complaint and do not get subjective or emotional in it either. Give them a defined reasonable time to complete the work to an acceptable standard (two weeks is normally a good rule of thumb) or you will have to consider your position further. Leave it at that and do not threaten anything that remotely suggests court or trading standards or whatever. Remember your first objective is to get the job finished.

Cheers

kash_money_2

CLR145 wrote: »

I have recently had a Wren kitchen fitted and have been left very very unhappy.

The problem's we have are due to the fitting of the kitchen and the poor job that was done and the state they left my house in. I paid a decent sum of money on the notion that the kitchen would be fitted to a high standard and that it would be completed for us within 3 days.

It's now a month after the completion date and it's still not finished. The original kitchen fitter had done a terrible job and left my house in a disgusting mess. I have a 6 month old baby and we had to stay at the in-laws due to the mess.

I complained to the store manager who was very receptive and said that it was unacceptable. He arranged for a new fitter to come and sort the issues out and to dispose of all the rubbish and that had been left.

I had to tidy my house and clean which personally i think was something i shouldn't of had to do at all but i wanted to get back into my house. The new fitter arrived and began to rectify the issues. I left him to it and received a text a few hours later saying he would have to return at a later date to finish off.

That was on the 15th of last month and not one single person has contact me since. I emailed the store manager on the 18th to list the issues i still had but received an out of office reply. I forwarded my email to the salesman i had dealt with and then to the deputy store manager. I have emailed them all again this morning and await a reply.

I'm now very very angry and feel i should receive some money back as the whole experience has been awful and the amount i paid i expected it to be top quality service.

Any advice?

Hi CLR145,

Its no surprise to see the many dissatisfied customers here with their real feel and anger, sorry to hear about your experience as i can relate to this and totally understand what you are have been through and how fustrated you must be, would like to discuss further with you to help you in this matter, please be in touch ( kash_money)

you may have been contacted my wren staff from head office following your post here! dont worry im not working for them, im also a unhappy customer, like you.

keystone

kash_money wrote: »

Its no surprise to see the many dissatisfied customers here with their real feel and anger,

What proportion of their customer base does this represent do you think?

you may have been contacted my wren staff from head office following your post here!

If that reflects your experience then good.

Cheers

cddc

keystone wrote: »

What proportion of their customer base does this represent do you think?

Cheers

The worrying thing for Wren and potential Wren customers is that more threads are created and are posted on more often complaining about them than any of the other major national chains, most of whom sell more kitchens, in some cases many more, than Wren do .

As I said in an earlier post on this thread, it is not that they get everything wrong all of the time, they would be long gone in that case....

It does, however, say something about them that so many people have to resort to making posts on here and other sites complaining about their experience before something gets done about it. Shame really....they could and should be better at resolving problems than they are.

Happibunni

CLR145 wrote: »

I have recently had a Wren kitchen fitted and have been left very very unhappy.

The problem's we have are due to the fitting of the kitchen and the poor job that was done and the state they left my house in. I paid a decent sum of money on the notion that the kitchen would be fitted to a high standard and that it would be completed for us within 3 days.

It's now a month after the completion date and it's still not finished. The original kitchen fitter had done a terrible job and left my house in a disgusting mess. I have a 6 month old baby and we had to stay at the in-laws due to the mess.

I complained to the store manager who was very receptive and said that it was unacceptable. He arranged for a new fitter to come and sort the issues out and to dispose of all the rubbish and that had been left.

I had to tidy my house and clean which personally i think was something i shouldn't of had to do at all but i wanted to get back into my house. The new fitter arrived and began to rectify the issues. I left him to it and received a text a few hours later saying he would have to return at a later date to finish off.

That was on the 15th of last month and not one single person has contact me since. I emailed the store manager on the 18th to list the issues i still had but received an out of office reply. I forwarded my email to the salesman i had dealt with and then to the deputy store manager. I have emailed them all again this morning and await a reply.

I'm now very very angry and feel i should receive some money back as the whole experience has been awful and the amount i paid i expected it to be top quality service.

Any advice?

Would suggest you phone the branch you bought from and ask to speak with manager/ salesman. We felt emails were far too easy for them to ignore. If they fob you off with "day off/busy with customer/out on a visit" make it known that you don't want to involve staff who were not directly involved with your sale and ask for contact details for the area manager for your area.

It was only once we got him involved that our kitchen issues were resolved.

keystone

cddc wrote: »

Shame really....they could and should be better at resolving problems than they are.

Totally agree. That wasn't the point of the question though.

Cheers

keystone

Happibunni wrote: »

Would suggest you phone the branch you bought from and ask to speak with manager/ salesman. We felt emails were far too easy for them to ignore. If they fob you off with "day off/busy with customer/out on a visit" make it known that you don't want to involve staff who were not directly involved with your sale and ask for contact details for the area manager for your area.

It was only once we got him involved that our kitchen issues were resolved.

The bit I've boldened is universal. Its not just the case with kitchen companies by any stretch of the imagination. People with complaints need to WRITE about them and not rely on telephone calls and emails.

Cheers