Taking Wren Kitchens to Furniture Ombudsman

clidbury

I've seen loads of posts here of people complaining about them and, like most I'm sure, wish I had read all of this prior to purchasing. Hindsight is wonderful thing and all that.

It all started when the fitter didn't actually turn up when he was supposed to. I organised someone to be at home from 8am on the Monday he was supposed to arrive, after chasing them countless times throughout the morning, I didn't get a call from Wren until midday to say he wasn't actually coming until Wednesday. Lovely...

The fitting in general was poor, varying colours of sealant around worktops, shoddy cutting of panelling, doors didn't shut properly, washing machine was leaking. He had even left all of the delivery stickers over the units, some had even been half-ripped off like he couldn't be bothered. I know this may be only a small thing, but when you're paying thousands for a fitting service, you expect more than that.

Anyway, we got him back to sort everything out, and it still wasn't up to showroom standards.

Due to 'supplementary works', the fitter was demanding we pay him £300 for the extra work. He made this demand in person, on the spot, and expected me to go to a cash machine to draw this out. To make this clear, at no point during the pre-fit survey were we told that any extra work was required. He wanted me to pay for extra screws he had to go an buy, because they weren't included in the delivery (he later found the screws, but still wanted to charge me for the ones he bought). Again, pack of screws, it's not a lot of money, but it's not something you are expecting from a professional.

This was all drawn out for 58 days in total until the kitchen was signed off as 'complete'. All 58 were spent without being able to use our washing machine due to the leak.

Their after sales are absolutely atrocious. They won't use their initiative, It took over a month for them to contact a remedial fitter to come out to fix the washing machine. The original installer wouldn't return my calls or pick up the phone to Wren to come back and finish up. I've lost count of the amount of times I've had to call/email.

I've had to call to arrange spare parts to be sent out as they were missing, to which they then sent the wrong parts out so I had to wait even longer. No-one will take responsibility

They are a joke of a company.

Has anyone taken them to the Furniture Ombudsman with any positive outcome? They have offered me a settlement which I am actually quite insulted by, and I will be contacting them soon.

ssparks2003

How much compo do you want?

photome

HAVe you joined the wrenkitchendisasters Facebook group, many people in same situation as you.

bspm

We had a wren kitchen last January, fitted by husband.

Delivery was three weeks early (excellent) units are top class, damaged door replaced with a phone call within three days,cannot fault them at all.

clidbury

They offered £50 as a 'gesture of goodwill'. Which I have respectfully declined.

clidbury

Can't fault the quality of the goods. Just wish I didn't pay for their fitting 'service'.

ssparks2003

If you can demonstrate any actual loss rather than stress etc you may well be better off using the small claims route.

My faith in some ombudsmen services are some what lacking, but if you are just looking for some cash to make you feel better then good luck with the ombudsmen route