Kitchen refund

kieron79

Hi, we paid a 10% deposit back in November for a kitchen from wren living, we didn't sign any paperwork regarding the order and asked the salesperson at the time if the deposit was refundable and he stated that although he shouldn't really say so bit yes it was.
We have since seen another kitchen at a better price with a different supplier and are considering going for this one instead.
What are
What are my rights here? We may end up sticking with wren but just want to be clear where we stand

Zandoni

When do I need to pay?
A 10% deposit is required when your order is placed. The remaining balance will be required 28 days before delivery of your kitchen. We also offer a Buy Now, Pay Later option, with no interest if paid back within a year of your kitchen being delivered. Please see our finance page for further details.


Can I change my existing order?
All units are made to order, so if you have any changes to the order, they must be advised a minimum of 28 days before delivery. As your kitchen is made to order, you cannot cancel or amend any items after this date and once the contract has been signed.


http://www.wrenkitchens.com/services/faqs

kieron79

Fuzzy head this morning is that a yes or no?
Salesman put estimated delivery date sept 2015 so we had plenty time to change delivery date as it's for a new extension we are getting built.

fluffnutter

I expect it's a non-refundable deposit although their T&Cs aren't clear. They'll have done work up front I suspect to place this order for you - design services? measuring up? a visit from a surveyor?

They'll have incurred costs doing this so it's understandable that they'll not want to lose out just because a customer has changed their mind. Whether or not 10% accurately reflects this is not something I can answer, but I doubt it's particularly unreasonable.

You could try arguing that you were told that the deposit was refundable and that this has formed part of your contract, but I expect this would be difficult to prove. The only thing you can do is ask them.

kieron79

Yeah I guess so, the only work they did for us was their 'free' design consultation, no home measures etc as we provided architects drawings

kieron79

Might also play the t&c card as can't find info anywhere on website and surely it must need to be stated somewhere, they tried to get us to sign a wren supply charter but ignored request via email as was sent via attachment, not sure if this helps my case any more?

fluffnutter

kieron79 wrote: »

Yeah I guess so, the only work they did for us was their 'free' design consultation, no home measures etc as we provided architects drawings

I think it's 'free' provided you buy a kitchen from them

Collabora

kieron79 wrote: »

Yeah I guess so, the only work they did for us was their 'free' design consultation, no home measures etc as we provided architects drawings

Its not actually 'free' as its in within the price of the kitchen, so you cancel the kitchen, who is to pay for the time it took to design it. That's the point of the deposit, it is to cover the preparation involved.

kieron79

Hmm, don't buy that mind eg our kitchen was £8000 so £800 deposit, so what about people spending say 5k or 16k, the design cost can't be proportional! Ie 5k then £500 deposit so can't see how that could be justified!! Reasonable costs maybe but not to cover full deposit, guess will just have to call but just wanted clarification if anyone else had this experience

Collabora

they just use a single deposit percentage like every other kitchen company.

on top of paying for the design which having a design done professionally will be more that £800 they will also be covering initial material for the kitchen, salesman's wages

kieron79

Yes but there is no initial material, kitchen hasn't even been made as will be coming from factory, only overhead I can see is the 1 hour i spent in empty showroom whereby I actually said what design we wanted as per architects drawings. Wren is a huge kitchen company who are not making a bespoke kitchen in terms of cabinet sizes, for all intense and purposes the order is just sitting somewhere on a computer somewhere, no manufacturing process has begun.lime I say will have to see what they say after I visit magnet. We still like the kitchen but have become increasingly concerned with number if bad reviews, also magnet are doing £100 deposit and buy now pay next year whereas deal we are going with wren us 10% then pay next year, so could potentially gain £700 if going with magnet which will go towards our extension costs.