Appalling delivery & customer services

★★★★☆
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Tommy121's review of Wren Kitchens

★★☆☆☆

“Appalling delivery and customer services”

Written on: 01/03/2021 by Tommy121 (1 review written)

Firstly let me start with the positives, the kitchen we have is lovely and well built, but to get to that point was a stressful four weeks and now at the end of the fitting left us feeling resentful for choosing Wren kitchens after their customer service response. Our fit was a total rewire and all walls plastered, so we were prepared for mess and disruption and expected one or two delays. We chose our own fitter who did an amazing job, given the difficulties with Wren.

Trouble arose once the kitchen had been delivered. Everything was going well, until we opened some of the unit doors. Two doors were damaged, one worktop was damaged on the visible edge and we had the wrong quantity of handles. We expected a few niggles and after waiting on hold for an hour we finally got through. Wren sent out replacement items. By this point we had now lost four days due to no further work commencing due to the damage worktop.

Upon delivery of our replacement order the small lorry had been packed so badly that all our items were at the back of the full lorry. They then had to empty the lorry onto the road to retrieve our order. Our fitter then opened the new worktop to find yet again a damaged corner on the worktop that was visible. Another one hour wait on customer service to then be told that a new worktop would not with us for four working days, which would have meant our fitter having to go and start another job. We have two children under the age of six and had no kitchen for nearly a month. We spoke to wren about a potential fix our fitter could try, and he spent the best part of a day try to repair the edge and continue with the fit. While speaking to them customer services I said I would expect at least a full refund on the worktop. Our fitter did manage to fit it, and covered the damaged edge with tiling but this was the only solution otherwise we would likely still be without a kitchen now.

We expected a seamless compensation process, but we were mistaken. Wren were very quick in trying to close our claim because we hadn’t responded straight away. We were offered a partial refund, which was insulting. And also given the pointless advice that we should have opened everything upon delivery before having our fitter on site. We do not have a big enough kitchen or storage area to open all items, especially a two 3m worktops without further damage occurred while the fit was going ahead.

I would advise anyone who is considering Wren to seriously consider whether you want the hassle if anything goes wrong. There is massive room for improvement on their delivery and customer services.

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