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Original poster

Wren Kitchens - avoid!

45 replies

Papaya2 · 25/04/2020 11:05

Wren Kitchens are SHOCKING! They took £12,500 of our money up front. They planned, designed and measured our kitchen and didn't leave a big enough space for the washing machine that THEY ordered and they're not going to do ANYTHING about it! We're left with a big space in a £12,500 kitchen and no washing machine! They sent two estimators round in the purchasing process and they got it wrong! Don't touch them and don't fall for the friendly staff and the copious tea and coffee in the showroom. They do not give a damn once they've got your money! JUST UNBELIEVABLE! They are con merchants.

OP posts:
ChocoTrio · 25/04/2020 11:54

Was there a guarantee or warranty that came with the kitchen? That ought to act as some sort of insurance if it has gone as wrong as you've suggested, no?

Are they not doing anything about it because they can't (due to a covid-19 policy) or won't?

BrooHaHa · 25/04/2020 11:55

Threaten to take it to the papers? Or that BBC show about consumer rights?

DrinkingInTheNightGarden · 25/04/2020 11:58

What size is the space left? Can you plumb it in elsewhere in the meantime?

SaltySeaBird · 25/04/2020 12:01

We had a Wren kitchen fitted in December and it was all fine. A slight error with a measurement caused a problem but they gave us money back and send out a new component to fix it.

yerawizadari · 25/04/2020 12:06

Caveat emptor. With all due respect, didn't you go through the plans yourself with a fine tooth comb as well, to make sure it was all exactly the way you wanted?

That's what we did. Printed the whole thing out and checked and double-checked everything, before signing the agreement and paying for it.

Frariedeamin · 25/04/2020 12:08

When kitchens has regularly been on Watchdog. Do your homework.

Frariedeamin · 25/04/2020 12:08

*Wren

Loofah01 · 25/04/2020 12:12

If they did the whole process and the washing machine they specced doesn't fit then they'll fix it. There won't be any choice about it.

Keep badgering them

PineappleDanish · 25/04/2020 12:13

We had a Wren kitchen too recently and it was fine. Fitter was a lovely bloke and really skilled at his job.

Remmy123 · 25/04/2020 12:16

Wren have a terrible reputation - and why should the OP go through with a fine tooth comb they paid for a company to do it!!

ChocoTrio · 25/04/2020 12:22

I agree with @yerawizadari regarding caveat emptor.

However, I can empathise a little, because when I was much younger I did some foolish things in naively trusting too much in thinking 'it will be fine as it's done by a professional, they're regulated and they want good reviews' etc. Yep - very naive. Companies have disclaimers and always cover their own backs in event of errors. It was through the experience of being burned that way that I am now extremely thorough, research a lot (sometimes too much!) and triple-check everything before signing - that way I have some peace of mind that I did the best from my end.

IMO It's not that some companies intentionally try to con you. It's that they know mistakes can happen (human error etc.). So, they cover themselves and protect their own business.

If you didn't check things diligently enough and signed anyway, then you might have to use this as a lesson learned experience. Hopefully, they will address the issue, but manage expectations - and go back and check what you signed for.

Badoukas · 25/04/2020 12:31

We had a Wren kitchen a few years ago. The bloke was great even though we were on a seriously tight budget. The fitter was nervous when he heard he was fitting a Wren kitchen due to their bad reputation but it all turned out ok. The trades seem to speak highly of Howdens kitchens. I might get my next kitchen from there (have just moved).

donquixotedelamancha · 25/04/2020 12:37

Caveat emptor. With all due respect, didn't you go through the plans yourself with a fine tooth comb as well, to make sure it was all exactly the way you wanted?

Whilst I agree in principle, what would be the point in paying double the cost for an all in one design and fitting service if you are going to check every detail yourself.

People who research and plan don't use wren- doing it all for you is their main selling point.

Still OP you were crazy to pay for everything before the job is finished.

ivfbabymomma1 · 25/04/2020 12:39

That's odd??? I got my kitchen done by howdens and they did make a couple of errors but they did fix it at their expense? Can you check through your paperwork? Will they not fix it after lockdown? Just doesn't seem right.

Pannacottaformeplease · 25/04/2020 12:42

We were trying to decide between Wren and Dream Doors. Heard bad things about Wren so opted for Dream Doors who were brilliant. Sorry this happened to you x

Glitterb · 25/04/2020 12:49

Wrens are a local company to me and they have nothing but bad press around here, they are horrendous employers and constantly on watchdog. The warehouses are still in operation and the staff all car share to work (5 people a car who obviously do not live together!)

Keep badgering them for sure, they have furloughed ALOT of customer service staff now though so could be difficult at the moment! You should have an allocated person to speak too?

@Badoukas Howdens are brilliant, another local company to me. My dad worked for them for years and they are fab!

Dinosauraddict · 25/04/2020 12:50

We had disaster after disaster with Wren. Put in a formal complaint and request compensation - we did and were successful.

grafittiartist · 25/04/2020 13:12

Yep- bad press here over their staff working conditions.
I don't see why you should have to check measurements first- that's what you are paying them for. And paying a lot of money too.

sleepingpup · 25/04/2020 15:41

personally I hate anything to with measurements, fitting etc I would NOT want to have to go through THEIR measurements etc . What a nightmare. That is why I would be paying THEM to do it.
Lots of admiration for people who have the skills and patience to go through their measurements with a fine tooth comb but I wouldn't be doing it!

They are the designers, measurement takers and fitters. That's why you've paid them so much. Their cock up.

I can not see how they can get away with not fixing it. it's not what you agreed to pay for. Are you sure they just can't fix it right now because of CV?

SpoonBlender · 25/04/2020 16:19

@Badoukas The trades seem to speak highly of Howdens kitchens.

They get a much better discount with Howdens (which they likely won't pass on to you), it's an enlightened self-interest thing to encourage punters to go that way!

Nothing wrong with Howdens, but just so you're aware.

flirtygirl · 25/04/2020 16:23

Wren is bottom of the charts year after year and all over the Internet. How did you miss seeing their reviews, op?

The only thing to do is fight, publicise and get it sorted and compensation.

Original poster
Papaya2 · 25/04/2020 22:38

Why should I have to check their measurements - that was their job! They insist on payment up front, so I had no choice. It is nothing to do with Covid - their fitter was furious with them and cannot believe they won't pay for moving the gas pipe (cost about £100) which would solve the problem. (the gas pipe has always been there and the estiamtors didn't take it into account). I will keep fighting legally and publicity-wise, including giving out leaflets inside and outside their store.

OP posts:
Shadowboy · 25/04/2020 22:46

We had a Wren kitchen (not fitted by Wren though) it was beautiful and we didn’t have any issues at all. I actually couldn’t fault them- they sent something out for free when the carpenter fitting it for us cut up the wrong section of wood.

areallthenamesusedup · 26/04/2020 08:08

Sorry you have had a bad experience. It must be really frustrating.
Hop on to the Citizens Advice website, go on to consumer section. They have an on line chat facility and they will be able to give you step by step advice. I think its still working during COVID. They have pro forma letters on there re taking legal action etc
Your local trading standards may be able to help.
If you were given an agreed plan re installation and they have not done it, sounds like you have a good case.
Good luck!

Normalmumandwife · 26/04/2020 08:10

The experience of the Wren showroom was enough to convince us not to use them. Hard sell, price changes if out a deposit down but wouldn't tell us how much. Absolute bollocks. Like DFS with constant "Sales".

Went to DIY kitchens and delighted