Wren Kitchens Omdömen 

Tim was really great when he came to measure our kitchen. He called ahead to let me know when he would be arriving. He was super efficient and took so many details for the two rooms to ensure the kitchen could be designed exactly how we want it.

Just had my kitchen delivered . The guys were on time , very polite and respectful to my property. We had made sure access was easy so the job was done very quickly. Definitely recommend Wrens and delivery guy. Thank you. D Sauermann. My order number is. 50674358.

Not existent customer service. Waited 80minutes to discuss an order and no answer. Best to use an organisation that are available to discuss delivery details.

Buying a new kitchen is quite a big deal for us, it is a very big purchase and takes years to pay for. So it does need to be a reasonable standard.

This was our second Wren kitchen, we bought one for our last house, and that was a good experience. Although I installed that kitchen myself.

This time was very different. I did not have the time to do the installation myself, so we opted for a Wren installer.

1. Delivery

The kitchen units were delivered pre-built. The lads delivering were terrible, they dragged all of the doors and decor panels along the road, pavement and driveway, so that the cardboard boxes wore away and the actual item inside was damaged. I didn’t know there was damage at the time although I did see it happening.

The installer fitted the damaged doors and decor panels and tried to obfuscate the damage with filler, but poorly so it was still very obvious there was damage. We spotted this and flagged to him, and new stuff was ordered.

Some of the new stuff arrived damaged as well, and had to be re-ordered _again_. One of them was the wrong item and guess what, had to be ordered AGAIN

The next batch of new stuff was the wrong colour, despite having the right colour name printed on the label.

We’d signed things off at this point, so we are stuck with a damaged door or a door in the wrong colour.

2. Manufacture

The doors and end panels are poorly manufactured, with many visible defects to the laminates.

3. Installation

I have honestly never had such poor work from a tradesperson. I keep wondering if it was something we did to piss him off but I can’t think what. Having been a tradesperson myself I always make sure I look after folks working in our house.

I won’t list all of the issues, there were too many! In the end I reported over 50 separate issues, with photos, to Wren.

The installer arrived a day late, blaming an issue with his wife’s car, and also arrived late on a subsequent day, so the estimated time of a week for installation became 3.5 days, which caused him to rush the job, leading to all manner of awful workmanship.

- Damage to our walls
- Poorly installed units
- Inaccurate cutting of panels, plinths etc, leaving big ugly gaps
- Badly cutting the units around existing obstacles, leaving the units in a right mess
- Cutting straight lines by hand using a jigsaw rather than using his expensive router or tracksaw leaving ugly wobbly cuts
- I’m not being picky, the kitchen looked a right mess, and not even finished.

He arranged to return to finish the job twice, but never showed up.

So I gave up and decided to finish it myself. I estimated 47 hours of work to put it right, which may be longer than it would have taken me to fit it all so I am pretty angry given how much extra we are paying.

4. Customer service

My wife has had a horrendous time trying to get Wren to put this right. In the end they agreed to refund a small proportion of the installation costs (which was not cheap btw). But only if we signed off that we were satisfied. We did this. We probably should not have but no way was I letting another Wren employee loose in our house to attempt to fix things.

We have not had this payment. Each time we chase it up we are told a new lie about when we can expect it, which then does not happen. The last one they claimed we had changed our card details - we hadn’t - then said they would send a cheque! And asked for PAYE details. I hope that is just a typo and they wanted the payee details although clearly they already have those. I am really not expecting this cheque to turn up.

So we are looking at taking further action at this point. I expect we’ll get an apology on here and it’ll look like they are sorting things out for us but yeah this company has got some serious issues and I would urge you to look elsewhere.

Follow up from sales was good but not harassing. Person that did the measuring was pleasant and efficient

K Smith friendly, polite and professional

Polite,professional, friendly, explained every detail R Barkley

Terrible experience with Wren! Avoid!! As one other review mentions, once they have your money the customer care ends!.
I would not recommend Wren kitchens to anyone and they have already lost 2 family members custom due to our experience.
Multiple damaged items, missing items, incorrect items.. the list goes on. We had to go and buy certain items ourselves to try and get the kitchen completed as our kitchen fitter only had a certain time period allocated to us. Some replacement items from Wren took over a week to 10 working days (still waiting for some parts) all of this has caused loss of use of the kitchen and affected dates for other contractors who were due to complete flooring & tiling as a result of the poor service from Wren. 5 extra delivery days required to replace missing or incorrect parts meant additional time off work along with hours spent trying to deal with the various issues on the app or through the terrible customer service phone number (cut off constantly after over 30 mins on hold).
We are still left with an incomplete kitchen, a pile of damaged doors, and dates for tiling and flooring pushed back massively, along with additional bills from our kitchen fitter plus my own time to try and put things right due to unavailability of kitchen fitter who had other work planned in.
Raised a complaint with Wren, and have been offered £100 goodwill gesture!. The kitchen cost £19k, we expected much better given what we paid and £100 goodwill gesture shows, not much GOODWILL!.
We are escalating the issue but given the awful reply’s so far from Wren we don’t hold much hope!.
I’d recommend avoiding Wren!!! A truly terrible experience!!

Great service from going into the showroom for just a browse to the delivery service from Andre & Ben

We had our kitchen fitted by Wren in June, and overall we were happy until we noticed that one of the shelves inside a unit was much smaller than all the others. As soon as the installation was completed, we contacted our designer. After receiving no response to our first email, we emailed again and were told the first message had not been received. The issue was then passed to the warranty team.

We were informed that the smaller shelf is “part of the design” and that Wren has no intention of replacing it. The problem is that this design feature was never discussed with us during the planning process. We were involved in choosing every other aspect of the kitchen—unit layout, colours, handles and finishes—so something as noticeable as a different-sized shelf should also have been explained and agreed with us.

Initially, we were told the shelf could be replaced, but only if we paid for it because it would be classed as a “change of mind.” This is difficult to accept when we were never given the information or the opportunity to choose this design in the first place. We were then offered free delivery of a replacement shelf, but only on the condition that the warranty would be voided. Neither option is acceptable, as we should not be disadvantaged because of Wren’s failure to provide complete information.

What should have been a simple issue has turned into weeks of back-and-forth emails, usually just one response per week, with no fair resolution. Instead of taking responsibility for the lack of communication during the design stage, Wren has only offered solutions that require us to spend more money or lose our warranty.

This experience has been extremely disappointing. Good customer service is about putting mistakes right, not expecting the customer to bear the cost of them.

I am very disappointed with my experience with Wren, particularly with how issues were handled after my kitchen purchase.

One of the appliances I ordered was a Beko washer dryer, but Wren supplied a Beko washing machine instead. I had to spend considerable time contacting Wren, explaining the issue and providing the necessary information to get this resolved.

Wren eventually offered to exchange the appliance. However, because it was an integrated appliance, I was told that I would be responsible for arranging the professional disconnection of the existing appliance and installation of the replacement. This would have meant additional inconvenience and cost, despite the original incorrect appliance being supplied by Wren.

After several emails and discussions, I decided not to proceed with the replacement and accepted the £249 refund, which I have now received.

There was also a separate issue with the quartz worktop/windowsill finish. Despite providing photographs and repeatedly explaining my concerns, I felt that the response from the quartz team did not properly address what I considered to be a quality issue.

The biggest disappointment for me has not been the £249 refund itself, but the amount of time, effort and repeated follow-up required to get these issues addressed. I expected better communication, ownership and customer service from a company of Wren's size.

The issues have now been financially resolved, but unfortunately the overall experience has left me very disappointed with Wren's after-sales service.

I hope Wren takes this feedback seriously and improves the way customer complaints and installation/product issues are handled.

We have had our Wren units installed in our utility room which look really great - everything arrived on time and in perfect condition. We spoke to Laura today about an issue with our freestanding freezer. She has been very understanding and helpful. We cannot fault the service so far…

Michael McCarthy was very polite, helpful and efficient. He took time to explain the whole process after taking numerous measurements to ensure accuracy in designing our new bedroom.

Lindsey was extremely helpful and very professional with my enquiry.

R Barkley surveyed our kitchen this morning, no fuss, worked quietly, profession and courteous.

Mike our surveyor was professional, friendly and knowledgeable. Handy hints and tips for what the customer wants in their kitchen.

Excellent delivery the gentlemen took extra care in making sure the flooring was protected before items were placed on the floor. Well experienced 5 star

Very efficient. I spoke with Abby who deal with my request for a broken hinge replacement. She was very professional and polite. Thank you n

DO NOT USE WREN
The fitter they recommended did such a bad job with electrical wiring that our utility room filled with smoke. The wiring was unsuitable for the load and we had to get an electrician to do the job properly. Wren are not interested. Do not use this company. Find a kitchen supplier that takes responsibility for the fitters it recommends.

We went in and got a designer at Altrincham to design our wardrobes for our bed room, they then sent someone to measure the space, and changed the table design, by mistake they replaced a mirror with a door, during the installation, the designer had not noticed the doors for the cupboard would not open due to these new doors added to the order by mistake by their staff, and now we don't have a mirror, we used their policies, they investigated, took them two days to decide ..... This is all my fault, they are refusing to change anything!!! Crazy logic, now trying to get a refund and someone who knows what they are doing to install our bedroom, we technically have a kitchen ordered with them, may have to rethink