Hi. We purchased a new kitchen from Wren. ( Ashton branch ) earlier this year. The install began in June and as of today - 19th Dec, the kitchen install isn't finished! From the moment we paid the remaining balance ( prior to the install start in June) we have experienced the most horrendous and dire ' customer service ' you could ever possibly imagine . Once they had received our £7,500, it really was a case of ' Thanks for your money , on to the next potential customer now '. When we first went to the Ashton showroom we were impressed with the display kitchens and also by the kitchen designer who assured us that with Wren , all customers receive the ' hand held ' treatment throughout the whole process and that every Kitchen Wren installed gets ' signed off ' by your account manager once installation is completed and the customer is 100% satisfied with the end result. Oh boy, how inaccurate was that promise from Wren!
Most our kitchen units were delivered damaged and had deep scratches on the doors, certainly not the finish you want with a high gloss kitchen like ours . In addition to this, the ' protective film ' they use on their unit doors is almost impossible to remove and leaves a tacky finish . In fact , it is that difficult to remove the film that the fitter decided not to bother removing it from most the units .
With regards to the after sales experience - I am absolutely horrified by it to be honest. The designer left prior to installation and this caused us no end of problems as it unearthed issues with his original plans. I have lost count of the amount of unreturned phone calls I have had from Wren. This problem isn't just at designer / account manager level, we have received the same shocking service from deputy store managers and branch managers! After us threatening Wren with legal action in November, a designer from Wren attended our property ( for the first time since the initial pre install measurement ) and made a note of all the units that needed replacing. The fitter is here today to carry out the work. Although I have just been informed by him that they have ordered the incorrect size for one of the units and so will have to come back early 2015 to install that particular unit! I honestly feel speechless that one company can make so many errors. If i could advise anyone of anything , please think very carefully before investing your money with this company. We have 2 young children and another on the way and the stress of this whole experience has been unbearable. A new kitchen is a significant investment and I think every consumer should be treated with respect , and should receive the kitchen they have paid for and in the agreed timescale , not in excess of 6 months down the line!