Wren kitchens. Yes? No? Good? Bad?

[TheOneAndOnlyAlpha]

That's it really. Has anyone had one fitted. It's either that or magnet. Any opinions would be fab. Thanks!

To all customers that require help,

We really do want to help but unfortunately we cannot locate details from the mumsnet usernames that are supplied alone as it does not give us enough information to be able to find you.

Anyone who wants assistance, please supply the order number and store (if possible) and we will look into all of the issues you are facing.

Thank you

I have bought free standing furniture from Wren and am greatly impressed with the quality, especially for the price i paid. Whilst i am sure that the problems people are having and discussing on here are a big issue in your life, in Wrens defense (and i have no reason to defend or attack them), they are responding to what you have written and as a guy in a heavily regulated profession with Data Protection being paramount, surly you cant be expecting Wren to comment specifically about individual cases without certainty they are referring to the right customer. Suggesting that they can find out who you are from your mumsnet username is a tad unrealistic. Come on guys, don't you want to be helped?? Just give them your order number and give them a chance to sort our your problems. If not, you can always just carry on moaning about it.

The Wren incompetence continues...

They had previously demonstrated there inability to produce a quality product resulting in;
2 broken pan-drawers &
3 front panels with paint defects requiring replacement.

They failed to provide good customer support;with empty promises and then failing to response to multiple calls and emails. Eventually they only acted after I placed a 1 star review on Trustpilot (you can't give 0 stars).

They further demonstrated there inability to produce a quality product by replacing one defective draw panel with - you guessed - another defective draw panel...

Given they priced this Linda Barker kitchen at over £10,000, I am not impressed. Hence, requested a £1,500 refund for the defective goods (in line with the Sales of Goods Act).

I approached the store regarding this - who very oddly denied all dealing with compensation claims.... Hence, back to Trustpilot..

Bingo - Within 24 hours I have a voicemail from the claims department and a voice mail from the MD - Armando..

I call the claims department (as instructed), only to be told that they don't deal with my sort of issue.... I need the director office... So, I have been given yet another email address to contact...

Thankfully this thread provides a very nice summary of our issues, so I will simply point them here...

See the Trustpilot conversation with Wren below.

www.trustpilot.co.uk/review/wrenliving.com/541602f10000640002a5a59d

FIO Thenest 21328075

I know!!!!!

I had the misfortune to choose a Wren Kitchen and can confirm most of what's said here.
Faulty/ damaged items, even when replaced arrive damaged
Worktop with lumps in. Even my replacement worktop is now damaged 5 months in. Its then taken 3 months for someone to come and fix it - with glue and duct tape! My brand new kitchen - GLUE! DUCT TAPE! and its got how long for a warranty????

We are onto our 3rd area manager, not sure how many store managers (although this one so far does what he says he will in terms of calling back - a first for us!)
So many small (and big) errors magnified by horrendous customer service and most of it avoidable.

The show room does look amazing. The staff when selling sell well - sell you a dream really, and the product looks amazing next to the others in that lovely section highlighting the failings of others. Once you have ordered though that dream turns into a nightmare once your order starts arriving.

I just look at what should be my gorgeous much dreamed of and still in debt for kitchen and all I see is pain & stress.

I know I am not alone as my MIL also bought and experienced the same pain and has also just had to have her worktop replaced within about 8 months of installation.

Oh dear, we have just got back from the Wren showroom and liked what we saw. Have an appointment to go back next week to go through the design... where would people recommend around the same price/style point?

Tbh, and i stand corrected if things go wrong but we have ordered a linda barker kitchen from wren and so far so good! They were good when we had to change the design, granted we havent had it delivered yet. We are getting it installed by our builder so don't anticipate half the issues stated on here. In terms of colour availability it was obvious choice as they had a good range of greys to choose from as we are going fir two shades. Found magnet to be rubbish when we went in and v limited range too, looked at in toto kitchens too but was a but too expensive.
I would say go with what you want, people are mire inclined to post bad experiences than good as the law of avereages.
God help them if they get it wrong fir us mind!!!

Dear itwasallsuchagoodidea

We are sorry to hear of the issues that you had/are having with your installation.

We would like to continue to monitor the situation for you and ensure that action is achieved so please therefore supply your order number and once again we apologise for the issues you are having.

Kind Regards

Dear GB201175

We understand that your issues are within the hands of the Directors Office and this is not a suitable forum to discuss all the ins and outs of your complaint.

Please liaise with them over this and they will be able to advise an outcome as soon as possible. You are of course entitled to leave a review however we won't be disclosing sensitive information on this forum and we are sorry for any inconvenience caused.

They do not want to help me or even credit me back with the money for all the items I did not need. Incompetence

Dear GB201175

They did request further information in evaluating a claim which you never supplied. They asked for the list of items that was overstock and you refused to do a list therefore this could not be taken into effect in your claim. You also never supplied any incurred costs in the form of invoices so therefore your claim was inconclusive and closed. Had you given relevant information they could have considered this for you.

Kind Regards

I gave a full list including costs for each part and I have sent this to them on a number of occasions and received no feedback! I have kept all correspondence

[Message edited by MNHQ to remove staff name]

Wren have now said they will come to my house to discuss on Thursday

Dear GB201175

You have not supplied any invoices to back up the costs we are afraid and that is why they could not conclude this to your satisfaction.

Thank you

Why was I deleted??

I am more concerned with all the extra parts they gave me that were not required and was not measured correctly by them not once but 4 TIMES.....????

If I do not get an acceptable solution this afternoon to my complaints and request to be credited for parts that were never required and compensation for all my trouble/time and correspondence - I will take legal action and go to the press.

Dear ihatethecold

Please refer to the mumsnet guidelines via Talk guidelines.

Thank you

My daughter has a lovely new kitchen. Her husband is a builder and ordered from D.I Y Kitchens. He has fitted many kitchens and was really impressed, pointing out parts of the fittings with an enthusiasm he doesn't usually give kitchen firms as a rule. He also enthused about the delivery and packaging comparing them with other firms - every item, no matter how small bubble wrapped. He ordered his Quartz table top from somewhere else but cannot recall the name of the firm.

Hi thenest and GB201175,

It looks like there's been a conflict in real life that's come onto this thread, and we think it'd be much better if you take it off the boards and try resolve it there - as Mumsnet isn't really intended for this sort of thing. We'll drop you a line explaining further.

Hi GB
Your not the only one in this boat, seems to be a very common problem with WREN. Read my post way up the page. I had over £1000 of exactly the same added material to my kitchen too that I didn’t require! Also read the contract you signed as it will be the first and possibly only document they will produce should you go to court! At least you did get a reply from them – they asked for my details the totally rubbered me after I provided them!

I agree with you. These are supposed to be professional designers but they have no understanding of joinery work. It is diabolical to the point of downright criminal to put a £200 decor-end panel in a place where it is not required. Like I said before, it’s their ‘get-away-with-it’ clause. They do what they have been trained to do and if you don’t spot this it is your fault. They play on the complacency that you THINK they know what they are doing and they are there to help you. They are not! They are in the business of selling. They know exactly what they are doing and that’s what they are trained to do and that is why they want you to sign that contract to absolve them of any blame. It is very sharp practice and I agree with you that Trading Standards should investigate this. Best of luck in your crusade.

FIO - ihatethecold. You were deleted for calling WREN names (t***s). Over on their other website they called a customer a liar but their reply wasn’t deleted, no, they were allowed to change it though. Now no one will know whether you were making a complaint or otherwise.

One thing about MUMSNET, the posts are time dated. The other site they are not and unless you follow them carefully you have little continuity as to what was said by whom in a clear chronological manner. Also, it puzzles me as to the posts there that have been referred to customer service for redacting then appear back on the comments page same 3 or 4 days later. (Some not at all) Try following them and see how your head implodes! You are allowed to mention names and stores in good reports but not in bad ones! Seems a tad one sided to me. In effect, it buries the bad news as a lot of people won’t read that far back. To compound this deceit, there is no way of producing the ‘ONE STAR’ reports first or only those as you can on the likes of clothing sites or that popular auction site. You have to trawl through the whole lot to see the pattern of bad customer service and over providing of material. And that condescending insincere reply, ‘We are sorry you feel this way.’