Wren Kitchens Dispute

MSW91

Hi all

I am currently in dispute with Wren Kitchens regarding a kitchen installation that they completed at my property in June 2020 (kitchen purchased in the showroom in March 2020). We paid for their fitting service and were really unhappy with the quality of workmanship, with a number of issues that needed sorting.

After months of chasing Wren, we took the issue up with the Furniture Ombudman, who took on our case. We finally had a Wren remedial installer attend to rectify the issues in November 2020, but we still have an ongoing issue with access to our gas meter. When the kitchen was installed, we were informed by our installers that our gas meter would have to be moved (this was never flagged as an issue during the kitchen design process). We promptly arranged a gas engineer and had the gas meter moved to a position advised by our Wren kitchen installers. When the kitchen installation was completed we were informed that there was no access panel to the gas meter. Our remedial installer then advised that the gas meter was in the wrong position and would have to be moved again.

We still have no easy access to our gas meter but Wren maintain that these are ‘supplementary works’ and our responsibility to resolve. The furniture Ombudsman has also advised that they will be closing our case and Wren have offered £750 in compensation.

We are disappointed with this as we had the gas meter moved to a position advised by our Wren kitchen installer. We feel that Wren have made a mistake by not noticing this during the kitchen design process, coupled with us arranging for the meter to be moved (at short notice) to a position that was wrongly advised. We believe that Wren should fix this.

Can anyone advise if having access to the gas meter is a legal requirement? We are unsure whether to accept the Ombudman’s offer, accept the £750 compensation, and have our case closed, or whether to pursue this further with Wren.

Any advice would be much appreciated.

Thanks

Aylesbury_Duck

If the gas shut-off valve is part of the meter (as it is on all the meters I've had at my houses), you absolutely need access to it.  If you can't shut off the gas in the event of a leak, you have a major problem.  Get someone qualified out to remedy that immediately.  Then I'd accept the £750 and use it to pay for the meter to be moved.

IvanOpinion

Will the £750 cover the cost of moving the meter and any finishing work that may be needed to the kitchen?
If so then, rather than cause yourself more stress, take it and get the work done.

MSW91

Hi there,
Thanks for your responses. Yes, we are arranging for a gas engineer to move our meter for a second time. We are puzzled why Wren would class installing an access panel as 'supplementary works' when it is clearly a safety issue. We understand that moving the gas meter is our responsibility but prior to Wren installing a kitchen we had easy access to our meter, and now we have a Wren kitchen installed we have no access! Are Wren saying that they install kitchens without an access panel for customers?

It's been very frustrating considering we were advised by Wren on where to move the gas meter to the first time. I think £750 should cover the gas meter costs (all other issues with the kitchen have been resolved) so I guess it's advisable to take the compensation and move on.

Our general dismay with the Wren design, installation and after sales process just made us think we should continue pursuing this as £750 seemed quite a low amount considering the issues and inconvenience we've had (asides from the gas meter).

Many thanks

mikb

Are Wren saying they "didn't notice you had a gas meter that you clearly needed access to, and saying that they told you to move it (which you did), and now they've boxed it in at its new location, and so you still have no access to it, and that this is all your own fault?"

It appears that yes, they are. Such is Wren. You had me surprised when your post said they actually finished installing the kitchen!

The bit about carrying out a job with "reasonable care and diligence" is an alien concept to some companies.

MSW91

Yep, essentially Wren are saying that. And hiding behind their fault by continually telling us that the gas meter is ‘supplementary works’ and not part of the installation contract.

Reluctantly we have accepted the Ombudsman’s decision and taken the £750 compensation. It’s been an exhausting process so we are pleased to be done with Wren, but it’s an expensive lesson learnt. I can’t believe the contempt that Wren have for their customers once they have their money.

simonmoore2021

I have just had a granite worktop/ splashback delivered. This came with a very distinctive blob of a mark in a prominent position when it is supposed to look like marble. Wren are arguing it is a natural variation and trying to rely on their standard terms and conditions. This is very disappointing when so much money has been spent buying the kitchen and paying to have it installed.  Do you have any recommendations for dealing with Wren?

JJ_Egan

See your multiple identical post  3 and counting .