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★☆☆☆☆

“Shocking quality in every area imaginable! Stay AWAY!”

written by MrsHollowPoint on 03/09/2016

Wren are a law to themselves. Diabolical from start to finish with clueless designers, belligerent and ignorant customer service. Dreadful quality products that are not pressed together properly, if at all in some cases, that arrive mishandled, dirty, sawdust under protective film…. Just shear hell.

For simplicity, I shall just paste in my last email minus identifying details.

[email sent…] After contacting you on the phone, AGAIN. I have forwarded the email I sent when the original order arrived (read below). As you can see, I am now furious with the entire experience with Wren kitchens. Following being fobbed off on the phone and my email completely ignored, the latest delivery cements my fears that the units are completely lacking in quality control and I have no faith in them whatsoever. This kitchen order remains in it’s packaging, taking up an enormous amount of space.
I have uploaded some photos to show how poorly pressed your units are. It is hardly “pin point accuracy” when you have gaps in the units, sides pressed unevenly, screws put in willy nilly, and complete lack of care in handling. If the units are such poor quality, then the accessories and trimmings are also of no use whatsoever, so imagine my annoyance when your team completely ignore my concerns and only wish to discuss replacing an individual unit at a time. I have given you the opportunity to replace one of the units, and what I received is beyond a joke.

It is not just the state the kitchen arrived in. The service at the Swansea branch was a comedy of errors where the designer miscalculated panels, got units wrong, failed to produce the correct paperwork several times to the extent I had to go through head office to get the correct paperwork. They even “forgot” to call to take payment resulting in my original delivery date to be canceled! I dared to comment on the design software that has some constraints that made some specifics difficult to input, but the store manager was more interested in having her designer badger me for an apology for it reflecting badly on him rather than discuss further errors made by the “designer” in the order! The delivery was shocking. Not only did your drivers call me out of the blue the day before delivery wanting to drop it off within 20 minutes, the kitchen was delivered the next day by a couple of guys who mishandled everything including dumping a glass fronted unit on its side, and had no paperwork with them at all.

Having someone come to measure the kitchen also proves pointless since having absolutely no feedback from it. The store manager at Swansea even denied that a large collection if pipework in the corner of my kitchen exists when I raised that the “service” gap in the corner unit was insufficient. The pipework was raised right at the beginning of the design stage, hence calculating appropriate panels to box it in and placing the wall units away from that corner. The kitchen measuring also noted them. If that L-shaped corner unit cannot fit there, it affects half the kitchen, and most likely would result in an entire drawer unit not fitting. I am faced with the possibility of a kitchen that cant be installed and a wren customer service team and Swansea store manager that have a “tough ***” attitude towards paying customers.

The latest unit to be delivered was handled professionally. It was actually carried in by 2 people properly, signed for, and delivery note supplied. Please note that this one item is the ONLY one that was signed to accept delivery of. This was a pleasant surprise after the last delivery joke, but unfortunately, your poor manufacturing process missed gluing a side panel entirely. With uneven gaps, doggy edges, and general dirty condition of these units, I don’t trust that any are glued together properly.

You will have to refer to the “wren-kitchen-problems” document that was sent to you within 48 hours of the first delivery that you ignored. I add that I also sent some queries to [one of the people] who appears to be firefighting bad reviews on the web. I have had zero response from him too.
Given the loosely explained debacle above, I feel completely within my consumer rights to demand a refund in its entirety of £3382.55. You can then arrange for the entire order to be collected including the duplicate plan item
[/ end of email]

Basically, I have not received the quality I was promised. No item has been cut, installed, or modified. I gave opportunity for wren to demonstrate ability to replace one of the units that was damaged on the front while they ignored ALL other complaint and dissatisfaction with the products. Any time lapsed has been created by wren, and I am 100% entitled to my money back. I am not out of time to demand my rights are upheld, it is wren that is out of time to resolve this.

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