Wren Kitchen Mistake

Collin

I have made a big mistake by having a Wren Kitchen. £16000.00 of kitchen - installation 26th June and here I am 16th September, after several visits by different fitters, different Installation Managers; deliveries of parts, replacement parts/doors too numerous to remember, a SNAG LIST the size of Madagascar, and still I have 3 faulty doors and plinth with is a different shade of charcoal grey than the rest, a plinth that obscures the dishwasher floor display...... I have sent and received dozens of emails and at one point invited Mr Sanchez to celebrate a milestone occasion of not having a completed kitchen - needless to say he didnt respond. At one point I think I had around 50 shades of grey!:rotfl:

I have discovered that the finance company (Barclays) paid the full amount on delivery of the kitchen items and not on completed installation sign off (18th June) - having now lived with the poor quality, I believe it is only worth £8K.

I now have until June 2015 to get the money together to pay Barclays - as it is a Buy Now Pay Next Year deal.

It has made me hate the kitchen I so fell in love with at the showroom in Sept 2013.

I have asked Wren (15th Sept 2014) for a full refund so I can pay Barclays the money owed and not incur interest and get my £1600 deposit back. I have also asked them to remove the kitchen. Still waiting for a response from Wren.

I have had so many 'sorry's' and 'apologies' they have no meaning, they have done some remedial work successfully, but the poor product quality has been the straw that has broken me and made me realise I certainly havent had value for money.

Also the fact that I have had to push to get dates - when they propose to visit? - when are the parts coming? - has been time consuming and stressful.

I have triggered the complaint process as part of my Barclays Finance agreement and I am currently preparing a application of dispute to The Furniture Ombudsman - to whom Wren Kitchens & Bedrooms is a full member.

Is this unreasonable? Should I do more?

Lessons: do your research on a company as big as Wren, I didnt realise there was a link to MFI. Dont let your heart rule your head when making a purchase. Dont make a purchase that big on your own, have someone with you to play devils advocate.

Exhausted!!!

Al_Ross

Pity you didn't read https://forums.moneysavingexpert.com/discussion/3461405 first.

gik

Contact Barclays and ask them to intervene. They as the finance provider are jointly and severally liable.

Laz123

I worked on the MFI account for many years. They sadly went under due to poor customer service. It appears Wren haven't learned any lessons. I wonder how long they'll last.

anotherwrenservicemoan

I would say that so far you are lucky on this as I had a Wren kitchen installed in September 2012 and am still waiting for Wren to resolve issues with poor fitting! They have been back three (3) times now and still cannot resolve the issue. You cannot call them to talk to someone as they always say to contact the store yet the store often don't return calls, certainly don't pass on messages and don't update the computer system! I did try to email the MD but that got intercepted by one of his PA's and then no response from them either.

In desperation I called trading standards and they put me onto citizens advice who have helped tremendously, they told me that Wren are in breach of the Supply of Goods Act 1982 and to write to them giving Wren a chance to reply, well that was over 3 weeks ago and no response! So they have now told me to write one more letter and tell them I will be writing to the finance company they deal to tell them I will be recovering money under Section 75 of the Consumer Credit Act 1974! I have also been advised that you can contact the furniture ombudsman as Wren as full members of that and claim via them.

Hopefully this will help others when they deal with such appalling service.

Thanks

wealdroam

anotherwrenservicemoan wrote: »

I would say that so far you are lucky on this as I had a Wren kitchen installed in September 2012 and am still waiting for Wren to resolve issues with poor fitting! They have been back three (3) times now and still cannot resolve the issue. You cannot call them to talk to someone as they always say to contact the store yet the store often don't return calls, certainly don't pass on messages and don't update the computer system! I did try to email the MD but that got intercepted by one of his PA's and then no response from them either.

In desperation I called trading standards and they put me onto citizens advice who have helped tremendously, they told me that Wren are in breach of the Supply of Goods Act 1982 and to write to them giving Wren a chance to reply, well that was over 3 weeks ago and no response! So they have now told me to write one more letter and tell them I will be writing to the finance company they deal to tell them I will be recovering money under Section 75 of the Consumer Credit Act 1974! I have also been advised that you can contact the furniture ombudsman as Wren as full members of that and claim via them.

Hopefully this will help others when they deal with such appalling service.

Thanks

I would be getting in touch with the finance company now.
No need to wait.
No need to advise Wrens of this.

Section 75 of the Consumer Credit Act 1974 hold the credit provider equally responsible for performance of the contract.

You might like to read MSE's Section 75 article as well.