Name: Wren Kitchens
Address: Wren Kitchens The Nest Falkland Way, Wren Kitchens The Nest Falkland Way, North Lincolnshire
Rating: 4.62

“Over 15 months on from purchasing a full kitchen, appliances and install package from Wren. Two Installation Managers and five opportunities provided to undertake the install and rectification work, one of which included them flooding my kitchen. Countless hours expended in phone and email correspondence, yet despite this I’m still left with a catalogue of problems, including a faulty cooker. Somehow, Wren deems this as a ‘complete and finished kitchen’, which they would consider meets their standard of supply and install. Unfortunately the list of problems with this kitchen seems to be never-ending and problems are worsening as the weeks go on. The quality of the materials and standard of fit is so poor the entire thing is just basically falling to pieces, all this and it still hasn’t been completed yet! I have no functional cooker, even the manufacturer refuses to replace this, as they advise the kitchen spacing Wren have allowed for the cooker doesn’t meet the manufacturers or gas safe regulations. The wooden worktop is faulty and lifting, the doors and units are dropping and will not close properly, the tap is faulty, and the joins and gaps throughout the kitchen would make Pablo Picasso envious. The fridge and microwave have developed faults and the boiler cupboard has been formed with botched offcuts of wood, the handle has even been put on the same side as the hinges and so is of no use. The boiler cupboard door also opens onto you as apparently they were unable to attach this to the wall…not bad for £300ish! Oh, and they also ‘packed out' the side wall plinth of the boiler cupboard with another offcut from one of the many other substandard parts of the install, leaving another unsightly gap and poor finish. I am also owed a number of refunds, which include, but are far from being limited to the Belfast sink. As the only route to resolution from the Install Manager ‘as they must have a faulty batch’ was to source and supply this myself as they were unable to supply yet another non-faulty product and I was left without running water in the kitchen for weeks. More empty promises were received from the Wren Installation Manager back in December 2016 that the refunds were being actioned and would follow through shortly, despite continually chasing, to date these still haven’t been received. They will also not address any correspondence on this despite having a paper trail with the Install Manager in relation to it. From the start, they have favoured dealing with any correspondence piece meal, I can only assume to drag out the situation and try and wear the customer down. The above just scratches the surface of this ongoing saga, which will be leaving me with no kitchen for the second Christmas. It’s apparent Wren feel the Consumer Rights Act is beneath them. The store manager even admitted he isn’t aware of this because ‘this is what they have a legal department for’. The last 15 months have been a living nightmare, the only thing they seem to excel at is making empty promises.”

Helpful Report

Posted 8 years ago

“Apparently no company to deal with, customer service is terrible Kitchen that doesn’t match Several attempts at putting right - all have failed Avoid this company”

Helpful Report

Posted 8 years ago

“Kitchen delivered 21/08/17. Damaged items reported on day one. Spent the next two days checking the kitchen and every item was damaged bar none. All of this was report to Wren in writing with images attached. Told no problem they will send it out, then didn't contact us for well over 14 days (& only cause I camped out in the store which got it moving) We didn't find the Wren Kitchen Disasters page till after this time. They were simply hoping to stall us and force us to install the kitchen so they can claim that we have no rights now that you've installed it. They are breaking the law at this point. Two store staff members from Hamilton came to our home and slated the kitchen, saying it wasn't what they have on display in store. No glass in drawers, different door hinges (not soft close), thinner carcasses and so on. Told us they would put in a full report first thing tomorrow to the MD & regional manager. I then spent days calling the store and she would not answer, still to this day she isn't in when I call, she must have a very weak stomach as she literally spends all day in that bloody toilet 😂 We went on being lied to and ignored till I emailed Mark Pullen (the MD), who passed me to someone, who passed me to someone, who passed me to another someone (we at least had one contact from this point, even though it was the manager who had promised to call me back every day for 14 days😡) she then lied to me for a few weeks and got us to agree to a field installation manager (FIM) to come and do another report on the kitchen. When he got here he told us he wouldn't do the report unless we agreed to accepting replacements, to move it forward we agreed. I took a picture of his report, much to his anger about it and he started abusing me about it and the fact I wanted to read it before signing it, saying that he had places to go, I told him tuff and to settle himself down and got quite defensive myself (put the "big man" in his place 😉, wonder if his wife's proud of him) When our contact at head office got in touch to arrange the 5th redelivery she sent a list that meant nothing to us and refused to send anything until I agreed with the list. We explained that it didn't make sense and she said tuff, until you agree with that list they are sending nothing. I then by chance had a very helpful conversation with K******* ***** and the penny dropped, they were just stalling us to get outwith the 30 days so they could make us feel like we had no rights. From this point we sent a written request to a full refund as per the consumers right 2015, refused any further deliveries and didn't budge from that stance. Put in a section 75 claim with Barclays credit card. We had to put everything in writing (I had been doing this from day one as the delivery was so shockingly damaged) so it wasn't too bad but it took me two days to fill in their form and I'm pretty good at that kind of stuff. We then had to chase them for a reply but once we did they delt with it straight away requesting that we got an independent kitchen report done that they would pay for, they only offered us £100 to get the report done though and no one would do it for that (it was hard enough to get anyone to do it at all), someone eventually said they would do it at a discounted rate for £250 which Barclay Card are refunding to us as well as an extra £50 for the hassle to us, nice to see some customer service for once So at this point Barclay Card have: Our photos of all the damage items Our spreadsheet with the details taken from Wren Kitchens delivery note listing ever bit of damage The Wren Kitchen FIM report that I took a photo for which confirmed that Wren agreed with the damage as he had signed the bottom the report (hence why he got aggressive with me, I also have his visit record although I never had to use it) The independent kitchen report It then took another few weeks, yesterday we contact Barclay Card to find out what the delay was and today they called to make a settlement, they agreed to refund the full amount that we paid to Wren. We could have fought with them to also get the cost of the fitter and so on but decided that once we have had a break from it all we will take Wren to the small claims court as they should be paying it anyway. They have told us to keep the kitchen (which we will be burning 🔥 as soon as we have strength back to look for another one) and we have to keep all the appliances as a token of good will (hob, double oven, extractor and dishwasher, they all worked well) Advise - Do everything in writing and keep an ordered paper trail Don't listen to what Wren tell you, it is all blatant lies Really read up on your Consumers Rights 2015 and have faith in it Contact citizens advice and trading standards but most of all ask people on here, there will be someone that can help Most importantly, don't give up. I will never give up, refund or no refund.”

Helpful Report

Posted 8 years ago

“Paint came off cabinet and useless customer service. Not interested once you've paid”

Helpful Report

Posted 8 years ago

“You do not know who is coming into your home, poor tradesmen as we chose Wren installation, cannot blame the fitter bit the tiler was a complete disaster. When ordering we were told the kitchen would be a quick installation due to the cupboards already being assembled well we were without a kitchen sink for three weeks and my dishwasher for three months. Fortunately we received a charge back due to us paying partly with our credit card. Wren are now saying that they will not honour the warranty, the warranty that we have paid for. Still having problems where the cupboard doors are not closing, not enough paint on the doors, we cannot get to adjust the tap pressure due to the way the plumbing has been fitted. I could not recommend Wren Kitchens, the lack of customer care comes from the top we have emailled the directors we are in negotiations with the ombudsman, Trading Standards and our MP”

Helpful Report

Posted 8 years ago

“Appalling service and product. Anyone thinking of buying from them I would strongly recommend you go elsewhere. Am currently awaiting a visit from a surveyor sent from Barclays Finance as we are rejecting the kitchen due to the poor standard of product and fitting”

Helpful Report

Posted 8 years ago

“awful! very pushy sales team. estimate came out to around 5K, then when actually having to speak to a higher sales team member he then said it would be more like 9/10K. need a better estimate as u are telling customers a wrong amount, to then coming in for a design to it nearly being double the price. feel a bit mugged of by that tbh. And as well as telling customers why "you're the best company out there" and then saying why all the others are crap. is awful really.”

Helpful Report

Posted 8 years ago

“DO NOT even consider using this absolute disgrace of a company. No matter how good their latest offer might look, or how much you might like their products, trust me IT IS NOT WORTH IT! From the moment we signed our contract, the nightmare began. Items were missing from our design, different items were missing from our delivery, items arrived damaged etc. etc. Every time there was a problem, we were treated with absolute contempt (both locally at Birstall and at their head office). *PLEASE READ THIS*: A Wren surveyor visited our home to finalise our kitchen design. He made changes to the design that we did not want, and did not like. However, he said they were "essential". When our fitter came to install the kitchen, those changes DID NOT WORK in the room. When we contacted Wrens, we were told it was our fault for signing documentation saying we were happy with the design. WE HAD TO PAY hundreds of pounds for the design to be altered and for new parts to be sent out. I would also like to add that although these problems occurred weeks ago, I am only posting this review now that our kitchen is completely finished. This is because I told one of the managers at the Birstall store that I intended to leave negative reviews online and he said that if I did, HE WOULD REMOVE PREVIOUSLY OFFERED DISCOUNTS, costing us an additional £600 to correct THEIR MISTAKE. Utterly outrageous.”

Helpful Report

Posted 8 years ago

“Customer Service are poor, phones go unanswered, they cut off calls, you can be waiting for 30 mins and get cut off. Believe me you will need to contact them deliveries are incomplete, you will get numerous problems, we were without a working kitchen for 5 weeks, thankfully we paid with a Credit card and our provider got us a cash back, but now Wren are refusing to cover the Warranty. Do not purchase from Wren the show rooms and staff are appealing but there is no backup when things go wrong and they will”

Helpful Report

Posted 8 years ago

“Great service from start to finish. Helped with planning and design and send someone round to check all measurements, all free of charge. Delivered on time and in good condition and even got some fitting tips from delivery men, as we were fitting it ourselves. All units came pre made with doors and drawers fitted so pretty easy to install. Everything you needed was included. Did use a joiner for the worktop as we didn't have tools required or experience. Now have a beautifully fitted kitchen and cost half the price you would expect.”

Helpful Report

Posted 8 years ago

“""Glossy showroom but non existent after sales service/customer care. They delivered the wrong applicance and damaged door, draw and shelves.”

Helpful Report

Posted 8 years ago

“""Glossy showroom, but aftersales service and customer care is abismal and frankly non-existant. I have had the wrong appliances delivered along with damaged doors, draws and shelves.”

Helpful Report

Posted 8 years ago

“Our experience cost us well over £600 in losses from them messing us about with delivery, lie-ing that they would come back in an hour and then not, then having to take several more days off from my self employed job for when they came back tail between their legs. No direct apology for that and no compensation for my loss of earnings, not to mention dozens of calls with no timely response and flakey partial deliveries all over town when parts weren't present.”

Helpful Report

Posted 8 years ago

“Still waiting after 4 months for my kitchen to be completed. I have 90 faulty doors in my garage. First lot came with paint dribbles down the fronts and back of the doors, sand that had not been blown off before applying the gloss, and chips out of shelves etc. 3 carcasses had to be replaced. The 2nd lot had a protective cover on that had been applied when the paint was wet, so when removed, it took the paint of with it, The 3rd lot that have apparently been through a special quality control had touch up paint trying to cover the faults, paint defects etc. I now have 9 out of 30 doors that are ok, not perfect but ok. Customer services are terrible. I had to take 54 photos, write a report, before they would do anything. If I can stop anyone going through what I have, it will make me feel a little better”

Helpful Report

Posted 8 years ago

“Kept informed of order and arrival of our kitchen at all times and delivery was spot on. No problems with any of the units but needed a little more trim for one of the work tops. Customer service soon sorted this out and it arrived next day. A special thanks to John Golding for a great design and the customer service team.”

Helpful Report

Posted 8 years ago

“AVOID AT ALL COSTS! I have purchased twice from Wren in Harlow now. The first time was poor, but despite this I opted for them a second time as the kitchen they were selling happened to look nicer than the Wickes and Howdens equivalents. I opted for their "infinity plus" range second time round, which is their top end product. The first point is price. There is no REAL price. Their business model is to quote ridiculously high, gradually coming down further. For anyone naive enough to pay the first price they quote, well then they have stung you for thousands, literally. My kitchen started at £20,000. It was then "half price in the sale", so £10,000. I ended up paying half that, so just over £5000. Delivery and the after sales care is pathetic. Faulty end panels came out in the first delivery. I reported the faults. After much resistance on their part and requests for photos AND that a member of staff come to my house to inspect them, they sent replacements, which I had to wait 10 days for. They were faulty AGAIN. Same process when I reported this - more photos were requested and another 10 day wait. The next replacements were faulty too. After a FOURTH and final attempt which STILL came back faulty, I finally gave up. Wren couldn't care less. I chased them for a MONTH and they begrudgingly offered me a £100 refund, which equates to less than TWO PERCENT of what I spent with them. As a result I have a poorly finished kitchen and lost expenses in labour costs (far more than £100) as I had to have my fitters on site to receive each of these deliveries, inspect the panels, report back to me with photos then move them into storage in my garage (this all takes time and costs money!) Avoid at all costs. The first time wasn't much better, but I mistakenly believed that would be a one off and that if I paid for their top end product the service would improve accordingly. It absolutely didn't. AVOID.”

Helpful Report

Posted 8 years ago

“Brilliant service and design. Better colours and selection than any other competitor. Wren has banished bland and made our family very happy.”

Helpful Report

Posted 8 years ago

“Everything delivered Staff willing to help after kitchen paid for External fitters had no problem with delivered goods”

Helpful Report

Posted 8 years ago

“Terrible customer service - nobody has a clue what they are doing, fob you off, never give you an answer. Pressurise you to accepting deliveries without installation agreed. Installation companies are amateur. Do not recommend.”

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	96%
Accurate And Undamaged Orders	Greater than 88%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Wren Kitchens Reviews