Wren Kitchens - Appalling After Sales Service

Uniquestar

I ordered a 15/16 unit kitchen that was delivered on the 24th July, unfortunately the presurvey didn't flag that one of the units needed to be flat packed as they couldn't deliver it up my stairs. I live in a townhouse and the kitchen is on the first floor.

The unit was reordered on the same day 24th July for delivery on the 29th July. When it arrived on the 29th July it was again fully assembled. I then spoke to numerous people in Wren's installation team finally speaking to Brendon a manager who for four consecutive days couldn't advise when I could expect a new delivery. When they finally confirmed delivery they assured me that the issue had been escalated and I would receive a flat packed unit. 

The delivery was arranged for the 10th August, however when the delivery came on the 10th August there was no unit just doors. Again I spoke to the manager Brendon and he apologised and said that the unit had gone missing and they couldn't find it so they would need to reorder a new one. This couldn't be delivered until the 18th August.

Today Wren's delivery men en-route to my house phoned me to say that although their paperwork stated the unit should be flat packed, however they were delivering an assembled unit. This is the fourth time that this unit has not been assembled correctly. I had to refuse delivery again.

This has caused myself, my kitchen fitters, my worktop fitters, tilers, electrician and plumbers so much inconvenience due to delays and postponement of the kitchen being fitted.

I have elderly parents living at my home and we have not been able to cook in the house due to a half fitted kitchen with no working appliances.

I want compensation for all the inconvenience caused and the unacceptable level of service that I have received from Wren.

Please stay well clear of Wren as their after sales service is appalling. This level of service has been going on for years with Wren and until they see profits decrease they will continue with this appalling service. I have been given a new date for delivery which is the 26th August, this will be the 5th attempt to deliver a unit flat packed, I have no confidence that the unit will be delivered as requested. 

 

ka7e

Was it, by any chance, a corner unit? Most are supplied as "dry fit" by manufacturers, they are dowelled and assembled but not glued. That could apply to any unit that may be difficult to manoeuvre.But I would hope a manager would know that!

Homer_home

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

Rosa_Damascena

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

BillTrac

I have a Wren kitchen.
Whilst I am more than happy with the units both their installation team and after-sales are atrocious. They lie, delay, ignore,  delay some more.

Homer_home

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

Rosa_Damascena

Homer_home said:

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

Ripping them a new A?

Homer_home

Rosa_Damascena said:

Homer_home said:

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

Ripping them a new A?

Its a figure of speech in case you didn't know 

Korkyb

Homer_home said:

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

IMHO raising your voice is generally perceived by most people as aggression.

Imagine if somebody used that tactic on your sibling / partner / parent while they were working & you were in a position to hear what was happening.... how would you feel about it.

Having said that you are correct and that approach can sometimes work - but so can outlining your grievance and what you want done about it in a calm, assertive, polite manner (as they say "you catch more flies with honey than you do with vinegar").

BananaRepublic

Korkyb said:

Homer_home said:

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

IMHO raising your voice is generally perceived by most people as aggression.

Imagine if somebody used that tactic on your sibling / partner / parent while they were working & you were in a position to hear what was happening.... how would you feel about it.

Having said that you are correct and that approach can sometimes work - but so can outlining your grievance and what you want done about it in a calm, assertive, polite manner (as they say "you catch more flies with honey than you do with vinegar").

Best not upset them. They’re doing their best. Okay sarcasm over, I can’t believe they could be that bad. I would be threatening legal action at this stage as the OP is clearly being seriously inconvenienced due to sheer incompetence. It sounds like the OP has been calm, and that hasn’t worked, so maybe the nuclear option is now called for. 

Rosa_Damascena

BananaRepublic said:

Korkyb said:

Homer_home said:

Rosa_Damascena said:

Homer_home said:

You must have a lot of patience ! Had this happened to me I would be ripping them a new A!
You need to write a letter of complaint giving the time frame , how many people you have spoke to and what has happened that has gone wrong and tell them you want compensation for the shocking way this has been handled.
Also go into the showroom and also complain to the manager on the shop floor and nice and loudly , hopefully within the earshot of other customers, refuse when the manager asks you to go somewhere more private and when he asks that raise your voice some more , you will be amazed at how quickly they will bend over backwards to get your complaint dealt with and give you a sweetener.

I can't condone aggression as the answer, but it does seem that the manager is either highly inexperienced or deliberately pushing their luck.

OP - your experience is par for the course with Wren I'm afraid. Not much consolation now, but I wouldn't touch them with a bargepole.

Its not about aggression ,  its an old trick designed to get them to sort something out very quickly to stop other customers overhearing how badly they have handled your issues

IMHO raising your voice is generally perceived by most people as aggression.

Imagine if somebody used that tactic on your sibling / partner / parent while they were working & you were in a position to hear what was happening.... how would you feel about it.

Having said that you are correct and that approach can sometimes work - but so can outlining your grievance and what you want done about it in a calm, assertive, polite manner (as they say "you catch more flies with honey than you do with vinegar").

Best not upset them. They’re doing their best. Okay sarcasm over, I can’t believe they could be that bad. I would be threatening legal action at this stage as the OP is clearly being seriously inconvenienced due to sheer incompetence. It sounds like the OP has been calm, and that hasn’t worked, so maybe the nuclear option is now called for. 

Why not?

I had a bad dream about Magnet last night, and I haven't even ordered my kitchen yet. Now that must be the working definition of sad.