Wren kitchen faults

malicat

We had a Wren kitchen installed in January using their fitters. Less than 6 weeks later one of the wall units fell off the wall. This fell on partners hand causing pain and bruising. It also damaged the new quartz worktop (Wren), new LVT flooring, new cooker hood, microwave, kettle, 2 phones and plates etc. Told Wren asap and they are being so slow at responding to anything. We have had the unit fitted back on the wall eventually but no one has been to look at the worktop. It is now 15 weeks post incident.
There are also lots of other issues with the kitchen - warped drawers and doors. Screws proud in some units and recessed in other same units. All in all it's pretty poor quality and we went for their top of the range.
Is there any further course of action we can take as emails are ignored? I've even emailed the managing director twice and one of his managers replies but then ignores follow up emails. What is an acceptable amount of time to wait for things to be resolved?
Do I need to get a solicitor on the case? 
I am at the end of my tether and would rather they took it all away and refunded me 😔

Aylesbury_Duck

Does Wren have a "top of the range"?  I've never heard anything good about their product or fitting service.

Get an independent kitchen fitter to inspect the kitchen and document the various faults.  It will cost a little, but with that report you have something to go to Wren with.  If you paid for any of the kitchen on finance or credit card you may have Section 75 protection, and of course court action remains open to you.  First step is to get that report, then write to Wren setting out what needs fixing or you will pay someone else to correct the errors and sue them for that sum (plus the cost of the report).

sheramber

If you are dissatisfied with the outcome then you may request that the case is reviewed by a senior representative within the Customer Care team.

If you remain dissatisfied with the outcome of the review then you can refer the decision to the government approved organisation, The Furniture and Home Improvement Ombudsman. The Furniture and Home Improvement Ombudsman will review your case and may request further information from you or from us. Any decision they make will be binding upon us.

You can find out more information on The Furniture and Home Improvement Ombudsman herehttps://www.thefurnitureombudsman.org/

. https://www.wrenkitchens.com/complaints-policy

pinkshoes

malicat said:

We had a Wren kitchen installed in January using their fitters. Less than 6 weeks later one of the wall units fell off the wall. This fell on partners hand causing pain and bruising. It also damaged the new quartz worktop (Wren), new LVT flooring, new cooker hood, microwave, kettle, 2 phones and plates etc. Told Wren asap and they are being so slow at responding to anything. We have had the unit fitted back on the wall eventually but no one has been to look at the worktop. It is now 15 weeks post incident.
There are also lots of other issues with the kitchen - warped drawers and doors. Screws proud in some units and recessed in other same units. All in all it's pretty poor quality and we went for their top of the range.
Is there any further course of action we can take as emails are ignored? I've even emailed the managing director twice and one of his managers replies but then ignores follow up emails. What is an acceptable amount of time to wait for things to be resolved?
Do I need to get a solicitor on the case? 
I am at the end of my tether and would rather they took it all away and refunded me 😔

That was very unlucky that you had SO much stuff under that one cupboard!!

I would get an independent kitchen fitter to write a detailed report on what is wrong with the kitchen and a quote to put everything right, then give Wren 28 days to sort all the issues out otherwise you will be commissioning someone else to do the work and taking them to court for the amount to put it right.

malicat

pinkshoes said:

malicat said:

We had a Wren kitchen installed in January using their fitters. Less than 6 weeks later one of the wall units fell off the wall. This fell on partners hand causing pain and bruising. It also damaged the new quartz worktop (Wren), new LVT flooring, new cooker hood, microwave, kettle, 2 phones and plates etc. Told Wren asap and they are being so slow at responding to anything. We have had the unit fitted back on the wall eventually but no one has been to look at the worktop. It is now 15 weeks post incident.
There are also lots of other issues with the kitchen - warped drawers and doors. Screws proud in some units and recessed in other same units. All in all it's pretty poor quality and we went for their top of the range.
Is there any further course of action we can take as emails are ignored? I've even emailed the managing director twice and one of his managers replies but then ignores follow up emails. What is an acceptable amount of time to wait for things to be resolved?
Do I need to get a solicitor on the case? 
I am at the end of my tether and would rather they took it all away and refunded me 😔

That was very unlucky that you had SO much stuff under that one cupboard!!

I would get an independent kitchen fitter to write a detailed report on what is wrong with the kitchen and a quote to put everything right, then give Wren 28 days to sort all the issues out otherwise you will be commissioning someone else to do the work and taking them to court for the amount to put it right.

Just the normal amount of stuff under a cupboard on the worktop really. It was a right mess 😔

pinkshoes

malicat said:

pinkshoes said:

malicat said:

We had a Wren kitchen installed in January using their fitters. Less than 6 weeks later one of the wall units fell off the wall. This fell on partners hand causing pain and bruising. It also damaged the new quartz worktop (Wren), new LVT flooring, new cooker hood, microwave, kettle, 2 phones and plates etc. Told Wren asap and they are being so slow at responding to anything. We have had the unit fitted back on the wall eventually but no one has been to look at the worktop. It is now 15 weeks post incident.
There are also lots of other issues with the kitchen - warped drawers and doors. Screws proud in some units and recessed in other same units. All in all it's pretty poor quality and we went for their top of the range.
Is there any further course of action we can take as emails are ignored? I've even emailed the managing director twice and one of his managers replies but then ignores follow up emails. What is an acceptable amount of time to wait for things to be resolved?
Do I need to get a solicitor on the case? 
I am at the end of my tether and would rather they took it all away and refunded me 😔

That was very unlucky that you had SO much stuff under that one cupboard!!

I would get an independent kitchen fitter to write a detailed report on what is wrong with the kitchen and a quote to put everything right, then give Wren 28 days to sort all the issues out otherwise you will be commissioning someone else to do the work and taking them to court for the amount to put it right.

Just the normal amount of stuff under a cupboard on the worktop really. It was a right mess 😔

Ouch! That's a lot of damage! 
As above, get an independent in to write a report (you will probably have to pay for this, but worth it, and can claim it back), then perhaps a couple of quotes to have the kitchen put right. Give Wren a clear deadline by when the issues need to be fixed plus replacement of like for like damaged objects (get an estimate to replace/repair these too). If they don't meet the deadline, then start court action online. 

Make sure the letter says "Letter Before Action" on it, and send with proof of postage.

prettyandfluffy

There is a Facebook Group called "Wren Kitchen Disasters".  Some people have managed to get Wren to sort things out, others are being rebuffed but it's worth reading.  Based on the experiences there you would be better holding out for a refund, NOT a replacement.