Despite having paid Wren a sum of £15,000 in December 2014 in respect of a kitchen to be installed in January 2015, I am still without a functioning kitchen 70 days later. I've had an appalling experience with Wren and would suggest that any potential customer avoids them at all costs.
Their selected and approved kitchen fitter was totally and utterly incompetent. From the outset, they failed to understand the basic requirements and specification of the job. After their pre inspection survey (where I detailed the job and extras in full), they turned up on day 1 of the job and loaded their quote with £100s extras despite no change to the original specification. They demanded upfront cash payment and when I questioned this, they slandered both myself and my partner. They proceeded to "dry fit" the kitchen and then disappeared from site after 6 days leaving an entirely botched job. It took Wren a further 10 days to confirm that the installer was not returning to site. I was effectively left with a trail of destruction - live, exposed & dangerous wires are hanging from the walls, numerous cabinets have been destroyed with large unsightly holes cut out, the carcas of the main tower has been positioned incorrectly having an adverse affect on the layout of the entire kitchen, doors have been hung back to front, the plumbing of the sink and taps is utterly incompetent and due to the problems regarding layout, the prepaid & specifically designed Corian worktop is now redundant. I've been left with a dangerous building site through entirely no fault of my own.
At my own cost, I've had to commission an independent third party expert report. This report confirms that the installers were hugely inexperienced and its likely that "they've never installed a kitchen before". It will cost thousands of pounds to rectify the incompetent work - this doesn't include completing the job, replacing the botched cabinets & Corian worktop or compensating for the personal stress & expense incurred.
Throughout this experience, Wren's customer service has been appalling. I'm desperately trying to resolve the matter but keep getting passed from pillar to post - no one will take responsibility for the situation. Its evident that Wren's fitters are not vetted or indeed managed. There is no communication between them and the designer in the shop. I have contacted their MD, but he's failed to revert to me - if he deems this acceptable customer service, I really do question the companies standards and ethics.
For 70 days I've had no hob, oven or washing machine. I hold an important position in a large property consultancy and the undue stress caused by Wren is affecting both my health and my ability to carry out my day job. Please learn form my experience and do not give your hard earned cash to Wren. If you value your sanity, avoid at all costs - PLEASE, PLEASE AVOID WREN - DO NOT USE
By way of an update, Wren have still not resolved this issue. I've been fobbed off with a number of emails from their customer service department. Despite a representaive of Wren admitting liability for the incompetent & faulty work, Wren still refuse to acknowlegde the issues and have conveniently lost track of the correspondence relating to this. I'm astounded by the frequency of dissatisfied customers on this forum. Given how competitive the retail market is and todays focus on custmer service & experience, I really don't see how Wren can survive. Wren have obviously lost sight and see pricing as their No 1 priority, not customer service. This is NOT a model for survival - see MFI. PLEASE PLEASE DO NOT USE WREN - AVOID AT ALL COSTS.