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“Diabolical Service, Design and Post Sale Service - Avoid”

written by SkyeFWP on 20/04/2015

Absolutely the worst customer experience I've encountered dealing with any company in any industry.

From the very beginning there have been mistakes that Wren take no responsibility for that you'll be left trying to resolve.

That means the store not being able to help and passing you onto Head Office, then holding over 15 minutes every time you call, being cut off while on hold after explaining why you're calling, being told you can't be transferred to complaints and to redial (wait another 15 mins) and discover there is no complaints option and then be transferred to complaints by someone else in the same team!

We ordered a kitchen from Wren in March and asked the designer to come to the house to measure up to ensure the design would fit. He clearly didn't do this as upon delivery we found that the units were incorrect and wouldn't fit.

To avoid a delay in waiting for replacement units (5-6 weeks!!) we agreed to use the incorrect units we could adapt (incurring additional cost and time) and asked Wren to provide the correct units. The designer spent two hours on site, admitted they had been delivered incorrect and promised to get the right units.

2 weeks later and after chasing for an update we're told that we need to call the claims line ourselves as he can't help us - complete lack of responsibility and a waste of 2 weeks (while we pay for alternative accommodation plus the full bills for our new house).

After speaking to the claims team we're told we have to wait more than a week for the replacement units and there's nothing that can be done. We pay an additional cost and Wren refuse to take back some of the other units which are not needed (even though they're completely unused and in the packaging) as they state "you signed off the plan and we don't take units back".

BEWARE - Wren will treat you as an expert kitchen designer who must know the exact measurements and where all the screws and nuts go.
Don't expect a kitchen expert as they portray - They'll design it on their in-store computer guessing the sizes of the units etc and when they come round to "measure up" they won't even check that what they've designed will fit.

Imagine buying a loft conversion and you sign off the plan to say you want it to look like the designs they've provided and then they supply the wrong parts and have a faulty plan and then they tell you it's all your fault!

The units finally arrive and we pay the tradesmen to come back in on a Sunday because we need to move in and they then open up the 1000 wide unit (delivered on day 1 and checked by the kitchen designer when he was on site) and surprise, surprise - ANOTHER WRONG UNIT.

The design clearly shows a unit which opens vertically but the geniuses and Wren send a regular two door cupboard.

After an eternity on hold, dropped calls and speaking to the complaints department and lots of "There's nothing we can do" I find myself here. Being told we have to wait another 10 days because they can't ship the correct units and can't do anything to speed it up EVEN THOUGH IT'S WRENS MISTAKE!

Bottom Line - Read the reviews here and this one and you'll find that Wren won't do their job when they design your kitchen, will abdicate all responsibility to you (as if the general public are expert carpenters!), will do next to nothing to help rectify their own mistakes, will make you jump through hoops to get anywhere, will cause the cost of your kitchen to be a lot higher because of additional delays, labour costs and time wasted. Will deliver incorrect items regularly and will ultimately take your money and run with it.

This review is my last resort. I've spoken to Wren on multiple occasions and been very reasonable and overlooked much of these problems in order to arrive at a solution - all we want is what we paid for - a kitchen so we can move into our new house. Unfortunately Wren are unwilling to cooperate in anyway and so I write this review.

Cue the sanitised "your complaint is being looked into" nonsense response from Head Office in order to preserve their online reputation. Don't been fooled by it - Avoid Wren at all costs and save yourself the hassle.