Appalling Company - 17 months till kitchen complete

Wren Kitchens - www.wrenkitchens.com
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Tolstasmith's review of Wren Kitchens - www.wrenkitchens.com

“Appalling Company - 17 months till kitchen complete”

★☆☆☆☆

written by Tolstasmith on 01/06/2015

WREN KITCHENS - Dreadful experience. A simply awful company who took 17 months to fit a medium sized kitchen which we were assured would take just 5 days. We made the mistake of paying them all the money in advance. They insisted on that.

We couldn't complain until the kitchen was completely finished - it was begun in October 2013 and finished April 2015 - a period of 17 months !!!!! We are pensioners and this was to be our dream kitchen.

Wren agreed that our experience was awful then offered us £450 for 17 months of hell. If we don't accept this amount within 14 days, the offer will be withdrawn.

What kind of company holds its customers to ransom like this? They won't even engage in dialogue, refusing to supply me with Directors or CEO details.

Wrong items delivered, no items delivered. Shop lied to fitter saying materials were with customer then telling us that the fitter would bring them.

Three worktops, 2 sinks, re-hanging of wall cupboards, broken lights, raw edges, no trim, no end pieces, no sealant round sink, water pipes wrongly connected, designer plan unworkable - you name it - they botched it. There really was no end to the ways in which Wren mucked up a simple kitchen installation.

Don't buy anything from this company - they don't know the meaning of the words "Customer Satisfaction."

I wish I had visited a site like this before entering into a contract with Wren.

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Wrenkitchens's Response to Tolstasmith's Review

Written on: 02/06/2015


Dear Tolstasmith,

We would like to sincerely apologise that you have felt the need to construct this review, along with complaints on other social media sites, despite you being in contact with a Personal Case Manager from our Directors Office.
We are fully aware of your whole complaint and the reasoning behind your final claim from ourselves.

We are sorry if assurances of timescales were made to yourself but not fulfilled and if you felt any pressure to pay in full prior to the delivery. We do have a BNPL option in place with our orders so that full payment does not have to be made before the delivery takes place. Regardless of payment method we do require full payment 28 days before the scheduled delivery.

At Wren, our complaints procedure can be started at any point a customer see's fit or feels the need to do so and does not have to be after completion of an order. We can only apologise if you have misunderstood this instruction.
We do however require, that the fit is completed to a customer’s satisfaction before a claim can as assessed. This is so that all aspects including time scale can be fully taken into account before an offer, if any is made.

We feel that 14 days is a fair and acceptable time scale to provide our customers regarding their decision and ultimately is in the interest of the customer in bringing this to a close.

Although we fully understand the frustration caused, the issues have been addressed and an offer made to yourself which fairly reflects on the occurrences.

Kind Regards,
Wren Kitchens.

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Ellie35543's Response to Tolstasmith's Review

Written on: 02/06/2015

I really feel for you both and thank you for posting your review, I'm currently researching kitchen companies to replace our kitchen within the next few months and will be crossing Wren off my list now.
The CEO according to other review sites he does answer his phone and talk to people. Give him a call and let him know what you've been through. Good Luck, I hope you get offered a good compensation package and don't let this awful experience spoil your enjoyment of your new kitchen.

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