Wren Kitchen Complaint

Freepeacesweet

We had a Wren kitchen fitted back in September. Once we removed the protective coverings and gave it a clean, we noticed that almost every cupboard door and drawer was either chipped or dented. We ordered replacements from the store where we designed and ordered the kitchen and although they were delivered quickly a number of these were also damaged.

We have since had to order several more replacement doors and drawers because the laminate gloss on them chips very easily. The latest drawer frontal that we’ve had to request a replacement for is an example of this; the original item itself was delivered with no faults, however when I was putting something away in the drawer (an everyday kitchen activity) I caught the edge of it and a chip appeared. In fact, one of our numerous delivery drivers said that many other customers are having the same problem with the laminate. It’s become clear to us that no matter how many replacements we order we are going to continue to have issues with it, leading us to the disappointing conclusion that we have paid a lot of money for what is a poor-quality kitchen and one that isn’t going to age very well. Our concern is that if the laminate gloss can chip as easily as it did in the above example, then how is it going to stand the test of time? This is a really frustrating and disappointing prospect when we have committed to a £8,124.39 loan (arranged with Barclays Personal Finance through Wren) over 36 months. 

After the process of replacing multiple door and drawer frontal was coming to an end, I made a complaint to Wren Customer Care on 20th December saying that we expected the process of having our kitchen fitted to be disruptive and stressful, but this has been made worse by the inconvenience of having to re-order multiple doors and drawers, having to make sure we’re at home to receive the multiple deliveries, the cost of arranging to have our kitchen fitter return on multiple occasions to re-fit doors and drawers, and in the end – a general feeling of sheer disappointment that we haven’t got the ‘Affordable Luxury’ that Wren promises in its marketing. 

We asked to be reimbursed financially to compensate us for the above experience and for the kitchen that we are now left with. In response, they offered us £170 as ‘compensation for the additional deliveries made’. We declined this offer and in response they said ‘how much is it that you are looking for?’ When I responded by saying that it was hard to put a figure on, however the total cost of the base, wall and tower units was £4,169.56. I said that we were happy with the unit interiors and shelves, but we would expect to be reimbursed for this amount in some way due to the problems with the doors and drawers. In response to this they said ‘please advise of the amount that you would be looking for, and we can look into this for you.’ I suggested £2,084.78, which is half of the total cost of all the units. I also asked if the frontals would continue to be replaced free of charge.

These are the responses I got:

‘I can confirm the replacement items will continue to be free of charge if they are warranty issues. We would not replace items free of charge if they have been accidentally damaged by yourself. They would be subject to charge.

We would not look to offer £2,084.78 compensation. I understand there has been damaged items however these have been replaced within our 10 working day lead time. We would not look to offer compensation as we have replaced the items for you.’

‘If the items are issues with the quality of the products then that would be under the warranty, if any damage happened to the items that were accidentally damaged by yourself then they would be chargable.

I can understand your frustration regarding the experience but as previously explained, the damaged items have been replaced within our 10 working day lead time. We would not look to cover any costs for the items as we have replaced these items for you.

Here at Wren we do not look to compensate for disappointment or inconvience or fittings costs as you are a supply only customer.

As soon as we have been notified about the issues with your products we have got replacements ordered for you and within our 10 working day lead time.

The offer for compensation that we can offer you would still be at £170.00 for the additional deliveres that you occured. We would not look to cover anything further from this.’

Everytime I send a response back to Wren I get a reply from a different person and it doesn’t feel like they’re seeing the bigger picture. I feel like we’ve reached a stalemate and I’m not sure what to do next. Does anyone have any advice?

IvanOpinion

If you are happy with the carcasses could you negotiate a deal with them to replace the doors for a different range.  You will probably have to pay something but it might get around the continual pain in having to reorder items and wait for fixing.

Aylesbury_Duck

I agree.  Swapping the fascias for a different design is rhe long term solution here, so if you can negotiate a discount on that, I think that's your best bet.

Otherwise, you are looking at small claims court, but you'd have to quantify your actual losses, which may not amount to much, and still leaves you with a kitchen that is beset with problems.

DamoT2022

is it the White Gloss kitchen you chose, as I seem to be having almost identical issues, knocked the larder end panel with a plastic jug and it chipped and I'm noticing that the laminate edging on the doors isn't white all the way to the edge.

Jenni_D

We have a Wren kitchen (installed almost 2 years ago) which is White Gloss. Touch wood all has been OK so far.

ZACLEO

I paid almost twice this for a grey gloss kitchen 18 months of solid replacements, I give you they do replace but we have to go through the faff of pics, reports, then wait for replacements, then arrange for fitter then wait for rubbish removal, all very annoying I run a busy business and I would look to charge £250 an hour so you can imagine how much time I have waited. Now all doors, drawers etc ridges just wearing off so not even chipped. Fine to replace what about when they are stopping making that kitchen no more replacements. I am now putting in an official complaint and trying to get somebody in authority to look at it. If I can't I will take to court, so will keep you all update and hopefully we can be strong in numbers - appalling.

born_again

ZACLEO said:

I paid almost twice this for a grey gloss kitchen 18 months of solid replacements, I give you they do replace but we have to go through the faff of pics, reports, then wait for replacements, then arrange for fitter then wait for rubbish removal, all very annoying I run a busy business and I would look to charge £250 an hour so you can imagine how much time I have waited. Now all doors, drawers etc ridges just wearing off so not even chipped. Fine to replace what about when they are stopping making that kitchen no more replacements. I am now putting in an official complaint and trying to get somebody in authority to look at it. If I can't I will take to court, so will keep you all update and hopefully we can be strong in numbers - appalling.

3 year old thread & Op last seen Dec 31, 2021

ZACLEO

I had a installation manager out, who tried to tell me that the paint that was wearing off on the ridges of doors and drawers was not a manufacturing fault but a 'environmental one'. When I asked for that to be explained he said it was due to my fingers touching the area all the time. I asked if I was supposed to wear gloves in the kitchen. In the end I got different type of doors to be installed. Evidently there are numerous types of glossy doors, so beware if you are buying one. I am told I need 'wrap around'.Would have been nice if it was explained to me prior to my paying . Anyway all I can say is they have agreed to put it right.