Wren Kitchen - AVOID!!

Mars99

Be very aware of this company. Do not let the glitzy showrooms fool you. Behind the scenes is an organisation in chaos. Customer service is virtually non-existent. If you have to complain you will be asked to write to a rather fanciful sounding complaints department called the “Directors Office” – where there are no Directors of course.
Quality of their products is mediocre at best and the quality of the running gear on drawers and pull out units will simply not stand the test of time.
We purchased a Linda Barker kitchen from the Bristol store and were promised installation would take a week. A year later it was still not complete. We had everything thrown at us – incorrect measurements, wrong items, damaged items, unskilled fitters, poor installation and worst of all zero response from Wrens. You name it we suffered it.
There is far too much detail to explain everything except to say I ultimately decided to take them to Court under the Supply of Goods and Services Act 1982. As you can imagine they were not best pleased and their solicitors threw every word of small print in the contract to deny liability and responsibility. They used constant intimidation tactics which did not phase me in the slightest but made me even more determined as I knew they were in clear breach of the Supply of Goods and Services Act and the Sale of Goods Act.
On the day of the court hearing they had appointed some high-flying barrister who again decided to intimidate me into settling for a ridiculously low compensation figure which I refused.
The judge was clearly not impressed with Wrens and issued them with a County Court Judgement (CCJ). The Judge found Wrens to have acted in breach of the term (implied under the Supply of Goods and Services Act 1982) in failing to provide a service, namely the fitting of a kitchen, with the necessary care and skill required and within a reasonable time frame and failing to demonstrate a duty of care. Wrens were also found guilty under Sales of Goods Act for the supply of poor quality materials not fit for purpose. The Judge proceeded to award well in excess of a thousand pounds in compensation.
If Wrens have failed you, do not be afraid to take legal action. This is a truly vile organisation.
Some advice and warning to anyone still thinking of buying their dream kitchen from Wrens. Firstly, DON’T, go elsewhere! Secondly, if you really have been taken in by their sales patter then beware they will not entertain any complaints until you have signed the completion certificate (where you have used their fitters). The minute you sign the completion certificate, your finance agreement will commence (if you have bought on finance) and Wrens will receive full payment from Barclays. From that point onwards, you are on your own. Good luck with resolving any complaints. You have been warned. DO NOT under any circumstances sign the completion certificate or anything unless you are 100% satisfied and make sure you read ALL the small print BEFORE you enter into the agreement.

tykesi

Oh come on. Don't tell us this is news to you, there is an ongoing thread on MSE about them and it's not exactly hidden on the rest of the internet that other people have had issues.

Also worth bearing in mind that for the few who complain there will be thousands of satisfied customers so thanks for your opinion[/] but I won't avoid Wren if I don't want to.

Furts

My take is all credit to OP for going all the way to victory and avoiding all intimidation along the way. Countless folks would have given in long before the verdict was announced.


As for Wren, then shame on them. But I suspect the Directors could not care less about the outcome.


It comes down to consumers doing their research and due diligence before appointing a kitchen company. Countless consumers are woeful here and end up accepting dross. Wren are capable of delivering this dross.

Le_Kirk

Agree with Furts, well done on winning and gaining compensation. Bearing in mind what tykesi said, it might be worth editing your post to put the fact that you have won in court first as I nearly skipped it due to the high number of Wren threads on here.

Carolineag

Thank you for your reply it has been very helpful. We fitted the kitchen ourselves by a friend who is a carpenter. Now it is starting to peel and black bits coming through on the tips of the doors it has been a nightmare from day one I hate the kitchen now still have plastic coating on two doors as we can't be bothered its draining. Wren not interested state send pictures and they will replace doors etc. I spoke to citizen advice they said wear and tear really after just a year and half. I spent thousands so heartbroken with Wren have their crap warranty but their kitchens are aweful my old kitchen had for years was with house I bought 21 years only draw broken wish I had kept it. Money down the drain sob.

Robby1988

This is the problem with these big national outfits. Fantastic at luring you in and taking your money, but an absolute nightmare and months/years of banging your head against a wall if anything goes wrong.

SimpsonEssex

I was relatively satisfied with my Wren Kitchen and customer service. Replacements came within good time and over all I am satisfied. My issue was with the installer. An absolute nightmare of a man operating out of Harlow, Essex. Never answered my messages, had a badger for estimates of work and still has failed to provide a final invoice. Still, I will provide that information to the appropriate agency. Charged for a Gas Safety Installation certificate which was not required for what I had done. Charged for plumbing work which fell within the installation criteria and attempted full payment before completion of which I paid 70% as I was only awaiting a replacement unit.. I had additional work done which was all completed and so whilst I am slightly out of pocket it's not as much if I hadn't had the presence to tell him to take me to court for final payment of a further £500. I did take the matter up with Wren and heard all the right muttering but little else. SO READ THE SMALL PRINT AND BE AWARE OF WHAT YOU ARE ENTITLED TO AND DO NOT PAY FOR ANY ADDITIONAL WORKS NOT COMPLETED. On a brighter note, the actual workers, the physical installers, were a dream and knew their work. The boss, to be treated with caution.