WREN Nightmare

carleyjones10

HI,

I'm really at a loss here with WREN Kitchens. Kitchen fitted in Jan 2013. Littered with issues since which include the following:
Older issues resolved:
Larder fell out due to not being screwed in correctly, whole thing full of tins fell on friend on new year, ended up in A&E!
Wine cooler door wouldn't shut.
Nail ploughed through heating pipe when skirts were replaced - now fixed.
Issues still outstanding:
No correctly working heating in home since kitchen was fitted, leak behind kitchen which can be seen when taking off the bottom plinth. Wren so far refusing to even come and look at the issue. So far telling me to sort this myself then claim monies back! This is a big job, why should i have to say up front because the fitters have clearly ploughed a nail through yet another pipe in my walls behind the kitchen? heating has been losing pressure for over 2 years every 24 hours we have to fill up the boiler, this is due to a leak we keep being told. Its obvious this is behind the kitchen.
Fridge has just packed in today, engineer we personally paid for checked fridge and realised the fitters have yet again ploughed a nail where it doesnt belong - through an unneeded bracket into the fridge coolant pipe! Its been leaking for a substancial amount of time and has water damaged kitchen.

I made initial complain to area Manager Richard Harker who has since ignored me. Complaints department have ignored me numerous times, last time i called i was on hold 30 mins then someone hung up when i got through. Manager due to call me back didn't call back. The whole thing is an utter farse. Avoiding issues instead of sorting correctly.

letter even sent personally to the company MD Armando Sanchez as described on a previous MSE post, i also emailed him. He has also ignored me despite promises on a post on here that he will PERSONALLY deal with such complaints. It really is bad. NO WORKING HEATING for 2 years! I can even describe the stress we are going through.

Anyone else had issues or can give me some advice on how to help sort these issues?

pendragon_arther

Is this a joke post? Are you 'aving a laff?

Type Wren kitchens into 'search'.

LaLaC

Never use Wren. I also had a bad experience with Wren Kitchens:

1. My initial order was placed on 29th June, as I wanted fitting to be complete by end of September. I paid a deposit and agreed that Wren would fit the kitchen. I had to chase and chase and chase for them to arrange for fitters and for a final measure. Only when I got so frustrated I tried to cancel my order did anyone get in touch with me to arrange fitting. Kitchen eventually started on 22nd September. Still not finished as at 27th October and no sight of when it might be finished.

2. The kitchen was wrongly measured resulting in the wrong cupboard being supplied, as well as this, two other other parts were not delivered as they should have been.
a. The fitters supplied through Wren, stopped working with Wren during my fitting process. I heard this from them, not from Wren. Wren have never been in contact to discuss. Wren need to supply new fitters or else the work is not guaranteed. The missing/wrong items have been delivered, I do not have any details from Wren on new fitters.
c. At no point has anyone ever apologised for this nor have they been in contact with me or gone out of their way about next steps. I have to contact them at each point and that can be tricky as the phone can just ring out. Eventually, they sent out the Area Installation Manager who was amazing whilst he was with me. Now it's two full days later and I still have not heard from anyone at Wren when they might finish my kitchen.

3. As soon as the TOTAL was paid and you have to pay the total amount to get the delivery confirmed, that includes fitting and all. It then becomes nigh on impossible to get in touch with Wren.

4. As far as I am concerned as a customer, Wren is one company, yet each store passes on responsibility to the other store or to head office and vice versa. Or from Head Office to the Delivery Team or the Despatch Team. It’s always everyone else’s fault.

6. The delivery people scuffed the paintwork all the way up the stairs. I rang to inform Wren the day after delivery (25th September) and sent photos on 14th October, no one has either apologised or advised what they are going to do about it.

7. The fitters selected by Wren didn’t turn up for one week following completion of stage one of the kitchen to turn on the electricity and gas. Total 23 days without washing machine or cooker. My kitchen is small - 3.6m x 1.7m. Then the heating didn't work. Was without for 5 days, Fitter never came back. Ended up getting out my own plumber to sort.

8. And finally, for anyone that hasn’t done a kitchen before, there’s so much that you need to know and Wren can’t really supply the advice that you need. I confessed this to both of the Designers that came round to measure and advised them that I was after the same amount of storage space. I have considerably less storage space now than I had before. For example, the corner unit is 20cm shorter than my last one, no one highlighted this, so now I have 20cm of dead space under a work top. I understand why, it's less now that it's in and explained. But I would have liked this to be been explained up front as I would not have gone ahead with this particular kitchen.

macman

After two years, since you know where the CH leak is, wouldn't it be time to get that fixed yourself and send the bill to Mr Sanchez?