Wren Kitchens Omdömen 

I cannot fault Wrens at “Basildon”. I can’t believe how straightforward and smooth the whole process has been from originally arranging a new kitchen to it being installed. I have spoken to and dealt with a variety of Wren staff from delivery, quartz work top installation men, customer services, installation team (Anna, James) and fitting. I can honestly say I have met some exceptional friendly, helpful people who have gone above and beyond my expectations (and I’m extremely fussy)! If I could name every person I have dealt with I would! Steve the fitter and his Son are exceptional people and of course the kitchen designer, Jack Bibby at Wrens Basildon.

Very polite, delivered with care thank you

Farhaaj was extremely helpful resolving an issue we had with our order.

Great communication. Surveyor A Yates understood my requirements and was knowledgeable , friendly and polite. Recommended.

P Ford gave an excellent service.

One star for the excellent showroom experience and staff, and one star because the finished wardrobes do ultimately look great. The remaining three stars were lost through poor quality control and customer service that fell well below expectations.

It Started So Well...

My experience with Wren was a tale of two very different companies.

I visited the Wren showroom in Shrewsbury looking for fitted wardrobes for my 12-year-old daughter's bedroom. From the moment I arrived, the experience was exceptional. The showroom was impressive, and I was taken to a comfortable customer area where I discussed my requirements with Viktorija, the designer.

Viktorija was outstanding throughout. She was patient, knowledgeable, professional and genuinely enthusiastic. Delivery times were particularly important because I had promised my daughter her bedroom would be finished before the end of the summer holidays, and Viktorija went out of her way to help. Later that day I returned with my daughter to finalise the design, and Viktorija made the whole experience enjoyable, from choosing finishes and handles to trying Wren's VR design experience.

Although the wardrobes cost over £1,300, I left feeling confident that I was purchasing a premium product backed by excellent customer service.

Within days, I received numerous emails confirming my order, installation information and, to my delight, notification that delivery would take place the following week. Delivery itself was efficient and well organised.

Unfortunately, this is where things began to unravel.

I chose not to use Wren's installation service because my brother is an experienced joiner and carpenter. As he began unpacking the wardrobes, he discovered multiple damaged panels with chips and dents. Initially it appeared to be just a few items, but more damage was found as additional boxes were opened.

For a product at this price point, the quality was disappointing. My brother managed to work around some of the damage by repositioning panels, but that wasn't really the point. Customers should not have to accept damaged goods, particularly when paying premium prices.

We also discovered what appeared to be incorrect cornice components. Everything ordered was white, yet several grey pieces had been delivered. This led to confusion about whether the order was correct and whether important installation instructions were missing.

Attempting to report these issues through the Wren app proved frustrating, as it repeatedly failed to upload photographs of the damaged parts. I then emailed both the showroom and customer care team. When I tried calling customer services, I spent almost an hour on hold before requesting a callback. When the callback finally arrived, the line disconnected almost immediately after being answered.

The support I received from the showroom itself was mixed. Adam was friendly, helpful and made genuine efforts to assist, including contacting Head Office. Shannon was similarly helpful and professional whenever I spoke with her.

Unfortunately, another member of staff, Julie, provided what was easily the poorest customer service I encountered throughout the entire experience. Both my brother and I found her dismissive, unhelpful and unwilling to assist with straightforward installation queries. The contrast between her approach and that of Viktorija, Adam and Shannon could not have been greater.

Communication between the showroom and Head Office also appeared disjointed. At one point, Head Office informed me that my case had been resolved and closed despite the issues still being ongoing.

Eventually, after several emails and phone calls, I spoke with Ian from Customer Care. By this stage, my brother had successfully completed the installation using his own expertise and some practical workarounds. Rather than replacing the damaged parts, I requested refunds for the damaged items that were no longer required. Ian eventually agreed to a refund of £248, which was processed promptly, and the items were collected without issue.

However, throughout the process I never received a meaningful apology for the inconvenience, the damaged goods, the numerous phone calls, or the considerable amount of time spent trying to resolve matters.

Today, the wardrobes are fitted and they look great. My daughter is delighted with her room, and the finished product is visually impressive.

Would I buy from Wren again? No.

We had some doubts about our delivery items but Samuel from Wren helped and resolved everything in a single go.
Samuel was super helpful and to the point. Had a lot of patience and did everything either precision
It took me some time to get through to Samuel but once online everything was done quickly and professionally
Thanks Samuel and Wren

Great communication, I Kvetkovska was kind, polite and completed the survey throughly.

I just spoke to customer service the guy ADE he speak with me very nicely. He understand me what i want.

Excellent customer service. Very happy 😊

Customer service Very helpful and friendly

Spoke to Jack regarding a couple of replacement parts, very polite and resolved the issue very quickly.

The surveyor Thandazani from Wren came to measure our room, he was polite and professional and explained the process for our bedroom design. Very pleased with the service.

Probably the most pleasant person I have met in a long time. He was very efficient and showed me the details on his laptop. As far as I could see he didn’t miss anything, even the light switch!
Before he left he outlined what to expect at our next meeting including ‘Virtual reality’!

Bethanie handled my customer service request with clarity and professionalism. We are extremely happy with both Wren and the team they employ. Bethanie also had great banter which made the process easier :)

We have a fault and kafui was really helpful and explained the options we could yake

Very straightforward service call from Kay, who had prepared thoroughly before calling and understood thoroughly.

Professional, polite, efficient, on time , respectful to the property and to the goods delivered. Very well done , I will recommend to anyone

I got my kitchen done over 3 years ago, and when I needed a few panels replaced recently, Wren did not hesitate to arrange delivery of the parts and then the fitter. Kaylem from customer service was great and kept me updated at every stage. It was a very easy process and has made my kitchen feel as good as new again. Thank you! :)

Brilliant Service! S Heggie