Wren Kitchen issues

kennydies

Hi,
Without boring you to death with the details I would like to summerise what issues we had and what rights we have including compensation for the expense incurred by us and the stress involved.

• Wren Measured and ordered the kitchen
• Kitchen arrived with multiple items missing, damaged unit and incorrect sizes
• Kitchen fitter then spend a whole day re-measuring and liaising with wren to correct the order
• Over the course of the next 6 months we had multiple trips to the store with many more phone calls.
• Phone calls were never returned
• Goods never delivered (we even went to the store to pick up several items)
• Manager was caught our lying about ordering a replacement which never happened
• Took 4 attempts to replace the damaged cabinet door

Overall it was a shocking experience and though tit all there was no paper trail and no follow up phone calls.
We are £500 out of pocket due to the extra days we had to hire a kitchen fitter and that is without all the trips to the store and calls, days taken off for failed deliveries etc.


we wrote a 3 page complaint letter to wren to be ignored. Sent again to be told it had to be typed out again on their "proper" form.


When we did get a response we were told that they considered the matter closed and have met their legal obligations and would like to send us a cheque for £150.


My questions are:

1. What legal rights to I have to address the issues and their "resolution"
2. What is reasonable amount that I should expect as compensation
3. How can I escalate this considering Wren now consider this closed.

Thanks, Ross

Captaincodpiece

What are you out of pocket on?

If all the work has been completed and it's just £500 for the fitter then that's what you should claim. Plus a couple of quid for calls and stamps.

kennydies

Basically it is the £500 in additional kitchen fitter fees which we can quantify.

There are the other items like all the trips to the store and a kitchen taking 6 month to complete.

Wren is saying £150 end of so I wanted to know my rights and my avenue of escalation

Captaincodpiece

kennydies wrote: »

Basically it is the £500 in additional kitchen fitter fees which we can quantify.

There are the other items like all the trips to the store and a kitchen taking 6 month to complete.

Wren is saying £150 end of so I wanted to know my rights and my avenue of escalation

You could take them to court for effectively £350 as they're offering you £150 which probably more than covers the wasted expense of day one of fitting.

What additional things made fitting run over and what was your fitters daily rate?

kennydies

Hi, Apparently if we do not respond within 2 weeks of the offer of £150 it is null and void anyway. I would have to claim for the whole amount that we are out of pocket.

He spent 1.5 days alone dealing with incorrect and missing items directly with Wren and a job that should have taken 3 days of fitting took 6-7 in the end.

My wife and I had both worked in customer service at some points in our career and it was the sheer lack of ownership and communication that was the most disappointing. A small kitchen should not take 6 months to complete with the customers doing most of the management. There was no paper trail, if the person we spoke to was not in the store there was no record of that conversation.

Anyway.. Unless there is anyone point of escalation we will have to go via the small claims route as we should not have 10% in extra costs due to the issue caused by Wren. Thanks for the assistance.

Al_Ross

My Issues were far worse and I got offered a big fat Zero, consider your offer very good..

Collin

Hi, Jane here. My installation started June 26th 2014 and is still not complete due to production faults on doors. Prior to this I have endured numerous fitters attempting to put straight the 27 point snag list - which the Wren Installation Manager created when I insisted on a visit by them back in July. That snag list has shrunk and expanded since then. I have taken legal advise via my House Contents Insurance policy. Under the regulation of Good and Services Act 1982 you are obliged to give them a deadline to complete any remedial work. Afterwhich, if they dont succeed they have breached their T's & C's. Also, if you paid on credit the credit company is liable to compensate you under section 75 of the Consumer Credit Act 1974. Go to 'Which' website and search for these two regulations, you have some rights.
The Wren Kitchen Store is in Castle Maria Retail Park, Nottingham. I have many photos of poor installation and wrong product. I also have a fancy dishwasher which displays on the kitchen floor, however the plinth obscurers the display and to rectify this they have chopped a half moon out of the plinth - its a compromise I have to accept as the legs cannot be moved now it is all in situ with the quartz worksurface in. Oh, and my island hob isnt sitting directly beneath the extractor hood above eventhough it was the original fitters instruction to my builder to put the extractor pipe in its current spot. I find it amazing that he didnt even check the island wasnt aligned with that - someone should contact Watchdog's Rogue Traders.
I have the Compensation Claim form to fill in, which I received from the Directors Office at Wren yesterday. Bizzarely they say the claim cannot be investigated until installation is complete - Its because installation isnt complete and the whole soap opera of dealing with Wren since June that the compensation claim is the essence of. Getting help from a solicitor now.

Collin

[EMAIL="directorsoffice@wrenliving.com"]directorsoffice@wrenliving.com[/EMAIL]

Here's the email address to initiate your claims for compensation direct with Wren. Note that they will not investigate your claim unless the installation is complete. I am checking if this rule also applies to unfinished remedial work.

ppegoraro

OMG I have been reading these post and I in the same position. I had my Kitchen delivered in February 2014, and it's still not completed, November 2014, the design is wrong, units don't align and the list goes on. Wren have cost me almost £2K in additional expenses in their inability to complete a task that they do every day, Kitchens. I have had enough, I really don't have the energy anymore to deal with them. Staff change almost daily, no one has any idea, I had to stand in their Staples Corner showroom one Friday afternoon telling the manager how to track down my goods, it took two hours.


I have contacted their MD Armando Sanchez, he sent around their area manager, and he starts picking at bits about installation, to which I told him that's how it was designed, very poorly. Then he said my washing machine was installed incorrectly, which it was solid and fine, he moves it around and now it rattles and bangs around, soo annoying. Then the Area Manager send me an email me saying as a gesture of good will he will send my missing items, AArrrrrrhhhhhhhhh.


Thanks for the advise Collin, will be looking this up now.

kennydies

Hi,

Just to give you an update. I got no further dealing directly with wren complaints. It took 3 attempts to get a response as "i had not sent it on the complaints form"

My next step is to fill out a complaints form with the Furniture ombudsman link below:
thefurnitureombudsman.org/how-to-complain/dispute-with-a-full-tfo-member

I will also follow up with my finance company to see what stance I have on not paying some of the balance. All I really want at a minimum is the extra expense for hiring a kitchen fitter for the extra days through no fault of my own.

I will let you know the outcome.

ppegoraro

Speak to Barclays finance you can file under Section 75 Customer Credit Act 1974. you need to inform Wren your doing this and then Barclays will guide you through the process, they are really friendly and helpful. I have just started this process