Hello Mumsnet, my first post here as somebody told me that this wonderful community has got quite a big influence on businesses.
Might be quite a long one, need to went and warn other people thinking to use Wren kitchens.
During our visits to Sunderland show room, my husband and | were reassured that the installation will take 5 to 10 working days. Although we found the installation price quite high, more that £14k, for us it was worth it as the designer explained that Wren uses professional approved installers that ‘will take the hard work out of brining my new kitchen to life and get the job done quickly, efficiently and beautifully’.
Design that they offered me was not good at all, for some reason we were offered the cheapest option, mismatched appliances and minimum units. I’ve basically redesigned the lot myself.
I was assigned an installer, who agreed to start supplementary works on 30/01/23, but cancelled on 04/01/23. | was assigned a second installer, who cancelled on 25/01/23. I nearly passed out as the works were supposed to start on the 30/01/23, ripping old kitchen out, doing electrics and plastering. | was reassured by Wren that the third installer, although at a very short notice, will be a competent installer certified by Wren, and will be able to commence the works without any delays. Later I found out that he is an absolute cowboy and a nightmare to deal with, as he is local and I’ve asked around about him.
The two-man delivery on was in fact a one-man delivery as the
driver of delivery van said that he cannot leave the vehicle and left his colleague to carry fully assembled kitchen units and appliances on his own. My husband had to help.
My kitchen is just over 10 sq m in size. So not palatial by any means, we live in a tiny pit house.
On Monday 06/02/23 the installer and his son tuned up at around 9 am, the installer left after about 20 min for another job. The son’s first worlds to my husband were ‘Well this is all f*ed up’, because he was unhappy with the way the units and appliances were stored in our home. No we don’t have a garage to store things in. Then he attempted to install 3 tall units, which according to Wren installation manuals require two persons to install safely. My husband was worried that the units will be damaged and had to help. Hubby is 65 and can do a lot of DIY but we went to Wren precisely so he wouldn’t need to do anything.
On Tuesday most of the units were kind of in place, worktops fitted, but the
sink was installed in a wrong way, with the waste and overflow at 90-degree angle to the tap. The installer advised that there were issues with waste pipes and tap so | couldn’t use the sink due to those issues. When | pointed out to him that the sink is installed incorrectly, he said ‘You still will be able to use it even if it doesn’t look like this in the brochure’, but agreed to turn the sink so the waste, overflow and tap are in alignment. The unit for housing the boiler was not cut to size and again, he only agreed to amend this after an argument that the unit cannot stick out to partially block my back door.
On Wednesday the son was attempting to tile the splashback. I’ve had to stop him from completing the job as what he was doing was horrendous and he was damaging a lot of expensive (for me) tiles in the process. Later I’ve had to get a tiler who charged me more just to get it right. Plus the son’s mate was in our home as well, most of the time they were in the kitchen, sitting on the floor and drinking Red Bull, clearly hungover.
By then we realised that our dream kitchen is turning into a complete nightmare and were so stressed that we literally could not sleep.
On Thursday the installer was at our home from 10 am until about midday. He refitted the sink but damaged it in the process. The fridge freezer was installed without a vent in the plinth. The plinths ware damaged when cut to length. Not one door was in alignment.
| have contacted Wren installation support who reassured me that he is a very professional installer with lots of experience, however he has other jobs on the go, but will complete the works as agreed and in a good time.
On Saturday he was working between 8.30 am and 5 pm, rushing to complete the job. There was also a leak from underneath of the washing machine which we’ve noticed late on Saturday, after he has left, although | haven’t used the washing machine at all. When we looked at what was done with the new kitchen, and the quality of work, we’ve decided that we need an installation supervisor to attend before our kitchen is damaged beyond repair.
The supervisor attended on Tuesday the following week and after inspecting the works agreed that the works’ standard is not acceptable, and we will be assigned a new installer. New sink, tap worktop and end panels were ordered. The items were delivered a week later, for which I’ve had to take additional time off work, and the new installer started remedial works.
The remedial installer commented that it was a completely shocking installation, and some things such as wrong hight of the end panels, or alignment of the drawer fronts, cannot be fixed without ripping units out. The fridge freezer vent was found behind one of the plinths. Water supply to the dishwasher and washing machine had to be redone, also some of the end panels, filler pieces, drawer doors and runners, and the new door for the dishwasher was deemed not right as well. After another call to the installation
team, yet another new door was ordered.
The supervisor attended again, to inspect remedial works, and assigned us installer number 5, to remedy remedial works. As there were more items to deliver, another week with no kitchen, sick to death of ready meals, Macdonalds and ailrfrying in my bedroom, washing dishes in the bathroom, asking neighbours to use their washer. All in all, a whole month to fit a 10 sq m kitchen.
Could have built an extension.
Two weeks later I’ve found that the worktop was damaged underneath the overhang, Wren offered me £270 to live with it, or a replacement. I’ve agreed to replace it.
Obviously I’ve complained. My complaint was ignored by Wren customer service until I’ve emailed customer service director directly. She is called Gemma Kerrigan [email protected] in case anyone needs it. Found it by furiously googling.
Wren resolution team said that they can offer me £200 as compensation, when I refused it they’ve raised it to £450. I went to Furniture Ombudsman who said that this is a fair offer, so I’ve accepted it as I just want to move on and haven’t got the strength to go through small claims.
If you’ve made it to the end of my rant, thank you 😊 feels better to get it out of my head.
If you still think of buying Wren kitchen - the quality is not bad, but honestly no better than IKEA, and please please please get your own installer. Our installation price was £4k, if we’ve found our own, it would have been £2k.