happy to leave customers unable to cook for 6 weeks!

It all started back in January when myself and my fiance went to wrens to enquire about a new kitchen. They had the January sale on at that point and offered a free home visit and design with no obligation. So we got one of the sales team out to measure up. After the measure they invited us back to the branch to get the design done. Where we could pick what work surface we wanted what handles ect. At this point things where going pretty well and both myself and my fiance where happy with the design and with some pushing from the sales advisor and store manager and "the guy" throwing in a free unit that he had spare in his garage, we decided to go ahead. "the guy" our designer started to explain all the terms and conditions and how the price didn't include the full fitting costs. That the fitter would come out to do an assessment and to price up any extra work. This is the point where I wish I could go back in time. "the guy" told us that based on our kitchen size what we wanted doing that the extra work should cost between 200 to 300. Which I was okay with. So we paid the deposit and left. 

A few weeks later our fitter "the fitter" came out to do the assessment. After we were suddenly hit with it'll be 1600 extra. I was baffled about how it could go from 300 to 1600. "the fitter" showed me an extra work charge sheet as wrens set the fees and asked me if "the guy" had shown me this. Which he hadn't. "the fitter" could tell that I was ready to cancel so he agreed that if I scaled back certain things he would half the price to 800. It was still more than I wanted to pay but we needed a new kitchen so agreed on 800. At this stage "the fitter" noted several mistakes on the sizes of units and told me he would speak to "the guy" and get them fixed in time for delivery. ‎"the fitter" had agreed a date to start the work with us at this point for monday the 23rd.

I didn't hear anything from Wrens until the 13th of March. When "the woman" from wrens head office called me and said she would be overseeing the installation of my kitchen. I told her the date "the fitter" would be installing the kitchens and she started to book in the delivery which could only be delivered a whole week earlier on the monday. Our house isn't massive so half of our living room ended up being filled with boxes stacked to the ceiling. When I questioned why it couldn't be delivered on the Friday I was told that wrens only do deliveries on a Monday and a tuesday and every other date the lorry was full. Then things just get worse. "the woman" phoned on Monday and asked me to tick off all the products against the design. Which was right. But I knew it shouldn't be. Because the person I dealt with had told me ammendants needed to be made from the original design so I was expecting sizes and items to be different from the sheet. I phoned "the woman" who said she would speak to the designer. 

"the guy" got in touch and asked when I would like him to drop off the free unit. I told him work would start on the 23rd so he said he would drop it off on either the thursday or the Friday night. I didn't hear anything from him so Friday evening I tried to call "the guy" several times and left him voicemails asking about the free unit. It then got to monday and still no unit. And "the fitter" had arrived ripped out the old kitchen and was starting work on the new one. 

"the fitter" started to realise loads of errors so it became constant calls and emails to "the woman" to get replacement items ordered and delivery arranged. But nothing would come within the 3 days we where told we would have a full working kitchen in. "the guy" still hadn't got back to me. So I called the store. "the guy" no longer works with us I was told. It took the wednesday before someone got hold of "the guy" and then the unit was dropped off. It has scratches inside but as it was free and not supplied by wrens they wouldn't do anything about it. 

Let's go back to the rest of the installation. So wrens had sent us a 900mm splashback when we have a 700mm hob. Because of the cupboards either side this splashback would never fit. It was also see through glass and me and my fiance never picked it. We where never told we needed a splashback. Because we opted to have tech wall instead of tiles. Which is essential glossed paint over wood. "the fitter" told us it was a legal requirement to have a splashback else the entire wall could set on fire. He told us that he could not connect the hob and make it usable without a splashback in place. Then there was wrong door sizes ordered. Missing handles. Damaged cupboards. By the end of the 3rd day when "the fitter" left it was a horrible room to look at. Who wants to see a new kitchen with chips in the doors. And more importantly no cooking facilities.

"the woman" gets back to me and tells me that wrens don't make a 700mm splashback so I would need to buy one myself. To which I argued that I shouldn't have to spend my time fixing their mistakes and that they should be fixing it. She then agreed to sort it but I would have to phone up and pay this external company as they don't deal direct with wrens. She ordered up the missing/damaged materials and got them sent out. 

"the fitter" was booked to do a morning to fix these mistakes. The splashback wasn't ready in time for that though. But they did get the damaged doors and handles sorted so it looked a bit better. 

Still no splashback. By this point it was the 24th of April and my birthday.  "the woman" calls me to tell me "the fitter" is fully booked and won't be able to come out for over a month. I tell her we are still unable to cook so she tells me they'll find someone else to come and finish up. She books in for some other peopl to come and finish the work a week after. They bring all the extra stuff with them to finish and fit the splashback. During this process they chip sections of the tech wall. Scratch our new hob. Fit the splashback wonky. Scratch our cooker hood. Get silicone everywhere. And reduce my fiance to tears. 

The kitchen now looks terrible. We contact wrens and an installation manager comes out. He agrees it looks terrible and the workmen will no longer work for wrens. Like this is meant to make me feel better. All I wanted was a new kitchen I was happy to be. He orders replacements for everything damaged. Tells me he'll refund me for the splashback I bought and that since wrens don't do one. I should source one myself

So I order a splashback. The replacement items arrive and the person I dealt with comes to finish. 

The kitchens now looks okay. Albeit still no floor. And unfinished walls. 

I then say I want to make a formal complaint and apply for compensation for the 6 weeks I have been without cooking facilities and having to live off takeaways. 

I heard back from them yesterday. All they have offered is £200 and a bouquet of flowers. I haven't even got my refund for the splashback yet! 

I find this offer to be a complete slap in the face after all the hassle we have went through. There is a lot more to this story such as a workman losing a finger. But I wanted to keep what is already a saga short enough for the reader.