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!

Dear StandByYourTesselators

We are not here to argue, if you look at the majority of the posts written by us it is to ask for order details so we can try and assist our customers. Some customers have refused to provide details to us which is their choice but we are happy to contact any customers who need assistance if details are supplied.

Kind Regards

Dear all

Has anyone on this thread who has had a bad experience with Wren, been invited to submit a review to Trustpilot? According to the Trustpilot guidelines (below), all customers should be invited......

When the Company sends out invitations to its customers ("User", "Users", depending on the circumstances) and asks them to review the Company on Trustpilot, the Company must observe the following mandatory rules......

1. The Company must ensure that Users are invited equally and identically to submit a review about their experience dealing with the Company, including a buying experience.......

2. The Company may not invite selected Users to submit a review; the Company must invite all or no one. If the Company wishes to deviate from the principle of all or none, the Company must give us prior notice by contacting us....... It rests with the Company to ensure that the selection of Users, who are invited to submit a review are selected in an objective, unbiased manner, for example the invitation of every 3rd User.

3. The invitation to submit a review must be unbiased and independent of whether the User is expected to have had a positive or negative experience in connection with her/his purchase at the Company.

WREN LIVING, DONT TOUCH THEM WITH A BARGE POLE THEY CANT GET ANYTHING RIGHT, DONT EVER PHONE YOU BACK NO COMMUNICATION WHAT SOEVER WHEN EVER YOU PHONE THEM THEY ARE ALWAYS IN A CONFERENCE CALL OR WITH A CUSTOMER FULL OF BROKEN PROMISES LEAVE YOU WITH LEAKING SINKS AND SHARP HANDLES THEY ARE A JOKE.

Please for your sanity do not touch this company with a barge pole... Customer service is shocking; I disagree that the customer is always right, but to not even listen to the customer and accuse them of lying (with nothing to gain) without being willing to look into it further stinks!

FIO Thenest - bordering on two weeks since you told me someone would call me regarding my OVERCHARGED order – yet no call. You missed my post; perhaps they MISSED your telephone call, email or post too? Perhaps you are going to tell me someone has ‘tried’ to contact me regarding your online ‘promise’. Well, they haven’t. They have my number. They have my address. They have my email but still no communication from ANYONE in WREN let alone the Dundee office. Come on, admit it, NO ONE is interested, is they? Lip service and (MY) money is all you need, otherwise they would have called me or been to my house to uplift the ‘EXCESS’ material. Not going to happen is it?
Not so much the Catch 22 clause but the Caught 22.222 clause.
For the information of who ever is reading these posts
Please please please read the contract you are signing and DON’T get caught up in the romantic idea that you have ANY say in your contract. It is expensive litigation and you WILL lose. You CANNOT return items. You CANNOT refund items. Read the posts outwith Wren’s PAID website – YOU HAVE NO RECOURSE TO ........resolution! Should anything go amiss they will refer you to this contract. Other companies WILL refund you for items you have incorrectly ordered – WREN, WILL NOT. They do the measurements and expect you to check them. WHAT ARE YOU PAYING THEM FOR! DO NOT BE COMPLACENT WITH THIS COMPANY. THEY WILL F**k YOU OVER BIG TIME.
OK, if you must use them, take the time to think about what you are entering into. Do some research and price the things online, handles, worktops, taps, sinks etc. They are a lot cheaper elsewhere and the company you bought them from WILL take them back and refund you. WREN WILL NOT DO THIS. READ THE POSTS. USE YOUR OWN FITTERS – THEIRS ARE EXTORTIONATE and will use materials that are NOT necessary but you WILL be charged for this, over £1000 I was and others!
YOU are expected to correct THEIR mistakes, but whether it is you fault or not, they WILL invoke the get-out-of-it clause and you WILL be left high and dry without a leg to stand on because you have signed THEIR contract. TRY negotiating THEIR contact – NO way Hosia! They won’t let you. DO NOT USE THIS COMPANY. Aunty M I want to go home will not work with this company - GET REAL.
CAVEATE EMPTOR!

In December 2013 I ordered a kitchen from Wren Kitchens at Cribbs Causeway Bristol. The first date they could give was March. The installers had a lot of trouble with electrics (a new consumer unit had to be fitted) and for two days part of the lighting in the house was off. When the work was complete, an inspection occurred and we told the inspector that we were awaiting electricity and gas certificates, that a few covers were missing to hide hinges and that a small area of filling was required around the hob. Nothing was ever done about any of these items. I eventually turned up at their showrooms and collected the covers, again pointing out that I was awaiting certificates. I was told someone would call me. No-one did. I wrote to Wren, asking for the certificates bu received no reply. Conclusion: once they have your money, they are not interested.

Dear katmunchkin

We have replied on Twitter to your posts, this is being looked at presently with the team leader.

Kind Regards

Dear Lawmanknight

We are sorry to hear that as yet you have had no reply regarding the certificates.
If you please could supply an order number, we will be more than happy to chase this with the store for you.

Kind Regards

Oooft, here goes.... Bought and paid in full for cream gloss integrated handle kitchen on 6-1-15 it was delivered on 27-1-15 and on opening the boxes 12 out of the 16 units were damaged and 3 out of 7 decor ends/plinths were damaged, this was not in transit but a severe workmanship/manufacturing issue. Phoned the Dundee store and sent emails with all pics of damage. Now they told us that "policy is only to replace the damaged doors and not the whole unit" unless the carcass was damaged also, we explained we bought them as a whole unit and quoted the sales of goods act 1979. Further calls and then we made an appointmet at the Dundee showroom where we were kept waiting 20 mins unit the designer finished with previous customer. Again explained unhappy with the amount of faults and not happy with only replacing door fronts as the basis we bought the kitchen was "All wrens kitchens arrive to your home fully assembled, unlike old fashioned flat packs, there is no hassle and no missing parts. Meaning they're quicker and easier to install." Manager spoke with us and agreed as did the designer it was not of good quality...of course it wasn't! Manager was going to call head office and call us back, which he never did but another manager did and yet again quoted SOG act she would talk to her legal team and get back to us, she did saying they were perfectly within their rights to only supply door fronts that were damaged and replace the carcasses that were damaged. Reluctantly agreed to recieving the doors only because we want our kitchen in. Contact with them on the 3/2 and was told Yodel would deliver the doors and a couple of the decor ends and she would send their courier with the carcasses. Not happy with that wanted them in one delivery...no go so accepted this on the basis of original delivery that they would tell us the date of delivery and 1 hour before delivery would get phone call. Again other emails and calls to them between 3rd and 6th. No word of delivery so called again to be told yodel had the items and were delivering that day, got tracking numbers but when I went on the website all it had was :no information: fortunately I was able to arrange someone to be there when yodel delivered but upon delivery 8 out of 11 items again were substandard....livid by this time..disheartened by this we again communicated with showroom with email of substandard goods and not pleased at all as were not informed as to when to expect the delivery..anyway spoke with manager again and was told only random ones are QC checked..even after our 1st complaint.. There was a problem with a machine they had purchased but thought it was sorted end of 2014...obviously not! Ok so yodel did their delivery with no word when to expect items so thought their own delivery of the carcasses and end panel would be communicated to us...noooo phone call on 11/2 to say courier was outside address with delivery...REALLY annoyed now..so open the items and...wait for it...only 2 of the 3 carcasses arrived and both were.....yep you guessed it...DAMAGED... More calls and emails to them, now we have to wait 2 weeks for 10 door fronts 2 shelves and 2 cabinets....dream kitchen has turned into an absolute nightmare, I go to bed with the kitchen on my mind and its the first thing going through my head upon waking...

That's a condensed version (lol) luckily I have kept a journal of every email sent and received and everything that was said by Dundee staff during my many phone calls to them. We just want the kitchen we paid for. I wished I had not taken wrens on a recommendation but researched the Internet before we crossed their threshold....won't make that mistake again

Still no call. Just in case you're interested.

Those guys must be really, really busy in their meetings.

TrustPilot review posted.
Also sent emails to Trading Standards (they already had complaints about Wren), The Furniture Ombudsman (Wren are supposedly a full member), two local newspapers, a local chat forum, some Yahoo groups and posted a card in my local sainsburys.

I wonder how much business they've lost over a simple thing like a phone call.

/A

NINE requests for order numbers here.

Plus 2 general broadcasts stating they won't do anything unless you jump through the hoop first.

Wouldn't need to do any of this if only they returned phone calls.

/A

@DeeWithDun:

"...bordering on two weeks since you told me someone would call me..."

Oh, I've got that beat easily!
I'm fast approaching two MONTHS !

/A

By the way...

Citizens Advice have also heard about Wren.
A friend's wife works for CA and she mentioned it.

/A

Provisionally finally satisfied with the response received, having had to escalate it. Fingers crossed no further issues with our delivery when it arrives.....

Dear Diliweb,

We are really sorry that you have received damaged items on delivery. We have raised a full new order and asked that a QC check be done and that they package these items really well for you as per the store manager.

Kind Regards

So sorry to hear of all the bad experiences on here BUT I just wanted to thank those that have taken the time and trouble to relive it all and post in such detail. Kitchens are a huge expense and you may well have saved many people wasted money and time.

I've read this thread as our next renovation will be our kitchen. We have wren and magnet salerooms on our local retail park (as well as b&q and homebase) and you have all saved me wasting my time and money at wren

To thenest, I don't understand you saying we are getting a "full new order" as the branch have told us it is only certain door fronts and cabinets. Can you clarify what you mean. Also how do you know who I am as never posted my order number name or address on this forum?

Regards

I have to admit I burst out laughing when I read the post from Diliweb above.

How many times have we heard that they can do nothing unless an order number is given and then, hey presto!, they find AND (claim to) PUT RIGHT this issue without any more information at all!

Well done, Dilliweb. You have achieved what noone else could!

Just a quick note to others.

I have now been threatened with legal action for defamation and possible libel over my comments.

I am only one dissatisfied customer and cannot afford to take on the legal might of this company, no matter if I am right or not.

I may be forced to remove my comments so if anyone wants me to provide them with documentary and/or photographic evidence of my complaints and the threats of possible legal action then please contact me and I will give you all I can.

Wren 1, customer 0.

I won't yet say goodbye... just.. Au revoir.

/A

Dear Andyinnorwich, Diliweb, DeewithDun, Beckie, GB201175, Sherlockspal, itwasallsuchagoodidea

Did you receive a review invitation from Wren/Trustpilot following your purchase ?

I assume that Wren is customer of Trustpilot (as indicated by the logo on the Wren website).

According to the Trustpilot guidelines (see link below), review invitations should be sent to unselected customers. I didn't receive a review invite, but that may have been an isolated omission...

Invited reviews can be identified on the Trustpilot website by the comment 'Review by confirmed purchaser'.

legal.trustpilot.co.uk/company-service-guidelines

Andyinnorwich - Your experiences are clearly of public interest, so providing your comments are true I wouldn't be too concerned.

FAO THE NEST - Order ref 19805563 - please escalate this.

I didn't provide my order number sooner as I thought I found someone who was going to assist and follow through but you know what thought did.

Martin,

It is with great dismay I find myself having to write to you. I reported the latest fault with the worktop on NOVEMBER 11th 2014. It took until your visit on the 6th February 2015 whereby you confirmed duct tape and wood glue was not an acceptable solution to repair a blown worktop and agree a replacement. You asked me to give you two week to get things in place. It is three weeks tomorrow, and despite a polite request for an update on Tuesday via Ashley I have heard nothing. Given you had been involved in our past struggles, and had personally suffered the embarrassment of delivering yet another faulty item (the third one of that particular issue) I really hoped you would show some compassion in how you dealt with this latest let down and maybe even show me things were improving and Wren were indeed learning from their mistakes. When you visited I stressed to you the importance of communication. Products fail, mistakes happen – I truly understand this but it’s how you fix it that really matters. Good customer service costs nothing.

I am breaking all the rules of customer complaints here by making this emotive... personal but how can I not? This is personal, It is affecting me, affecting my health. I ordered this kitchen in August 2013 and from the moment deliveries started arriving in the Christmas of that year my pain started. There has rarely been a month since that I haven’t been having to deal with some problem or other. It is not acceptable.

Please can I have some proposed dates for the replacement of the worktop, confirmation as to who is managing this and who you intend to keep me updated, and finally the email address and phone number of the latest area manager for this region.

Yours sincerely

Mrs ---

Dear Andyinnorwich

This is our last attempt at contacting you. We were able to establish another customer as the story given was very in-depth and they have co-operated and mutual ground has been met.

The reason we contacted Mumsnet regarding yourself is because we have searched for you with the limited information provided and we cannot locate you on our system. We have asked several times politely for you to provide some order details to try and help. You have instead continued to post on this forum without providing any verification, this could be libellous and defamatory.

Good Afternoon Mr Mann.
I received your email on Wednesday 4th March with some confusion.
When we last communicated on Tuesday 10th February regarding this although I realised that you were very annoyed and frustrated, I explained that all the products were supplied as per the plan that you received when you purchased our kitchen
With all the supply only contracts it is stipulated that a pre-fit survey needs to take place before the items are put into production and locked for delivery. There are clear annotations for your fitter to follow and therefore no overstock should be pres'ent in the installation.
3 x wall end panels clearly are needed to finish off the wall units.
Other panels to use as a filler, 2 base panels are needed either side of the oven to secure in place and finish off, Number 11 annotated for the end of the base run and 15 for next to the FF so that this is finished off nicely and additional panels supplied to finish off the island. Tall panels to be used on tower units.
This is kitchen industry standard and as per display at the showroom and ad you advised that you wanted otherwise we could have amended your order and not supplied this stock to you. You have advised me that your joiner has used these items nonetheless in other projects. With this in mind, you state in your email to me that you have been waiting three weeks for a response however I have provided my response on more than one occasion and found the tone of your email unnecessary.
You have not been mis-sold at all as all paperwork including the order summary advises that these items were included and you agreed to the total cost of the kitchen with this in mind. Unfortunately there is nothing that can be done further for you and if you wish to take this further then you will need to seek legal advice on this matter.
Kind Regards
Maggie
Wren Dundee

this is the email I received 12th March. this is my reply

Ms Jordan

No, you listened to me go on about being 'robbed' of £1100 by your company and told me you would contact head office and get back to me the NEXT day. That was on 10th February and this is now the 12th March. You didn't get back to me the next day 2 weeks later and no reply but a subtle reminder and now you contact me with the reply given to you to give to me that which I knew all along, plus confirm what I know about your company and your sale's technique.

You and the designers are not joiners, you are salespeople. Your head office obviously wrote your email for you as they too, like you, know nothing about installing kitchens. Hence the majority of the complaints on Trustpilot.
You say YOU have contacted me on more that one occasion, NO, NO NO. you haven't until now, you have NEVER responded to me via email since our last conversation on the telephone.; you are telling a pack of lies.
In any case you say

"3 x wall end panels clearly are needed to finish off the wall units."

No there are not! It was 4 (FOUR) . You DO NOT see them as they are against the wall and at £200 and £100 a piece and not seen it is criminal to put them there where a £20 decorative fascia packer would suffice. Sell and bonus there is no refund policy!

"There are clear annotations for your fitter to follow and therefore no overstock should be present in the installation."
' YOU don't have a clue, do you?'

Ignorance is bliss, till you find out what is wrong or, in this case, how much you have been overcharged! We are not talking about being overcharged. You don't have a clue, do you?

I'm not being sexist here, the designer,who left the company due to its company policy never knew either But that a piece of 'wood, cut down is irrelevant due to the selling clause of 'NO REFUNDS.'
So YOU do not know what you are talking about. PERIOD. Your head office conveniently miss this out on your reply.
I have been fitting kitchen for 30 years and what you have done and are continuing to do is CRIMINAL,. This is NOT KITCHEN INDUSTRY STANDARD this is WREN INDUSTRY STANDARD. You mistake standard fittings with bespoke measurements and mine are not bespoke. Given your policy of I-can-do-no-wrong-so-sue-me sales is wrong people need to know this and I will post accordingly on social media.
Please tell me then how it is that your computer told your designer it require 38 handles yet I only required 33 for the amount of units IT decided I could fit into the space provide.
is kind of waning her so we must keep up the posts and updates

dunwithdee

Dear Deewithdun

We hope that everyone can see that you are being wholly unreasonable here.

We explained that the items you are querying are precisely as per your plan and that we have NOT mis-sold anything to you. This was a supply only contract and all items supplied were as per plan so the fact that overstock remains is not on error on Wren's part as we can account for each item.

We have explained this politely to you on a number of occasions and your response is a personal attack on the store manager and we will no longer continue to respond to emails of this nature as they are uncalled for.

We suggested you sought legal advice if you still felt that you were mis-sold.

Kind regards
The Nest