Wrens Kitchen review: Give my money back 12

We went through exactly the same routine as described above, numerous visits to store to discuss design, numerous negotiations on price until agreeing on a gloss white kitchen with Bosch appliances and their fitters to install so no arguments if thing went wrong. Prior to final signing session I watched the Watchdog consumer program on TV and it was concerning non other than Wren kitchens and all the adverse customer service issues with customers installations, this started alarm bells ringing so before I signed anything I raised these concerns with the store manager who stated that these complaints were historic and that the company had completely reviewed their customer service procedure, which had now been relocated to Head office so that they could monitor issues and deal with them it a speedier and more customer focused way, lies all lies, but if convinced me to sign, what a mistake. I was lied to about the finish of the product, when I asked I was told that the finish was a totally wrap round polymer finish, lies, its just a high gloss paint finish. I was told that the fitters were all Wren fully trained and qualified fitters. I asked if they were sub-contractors employed on a job by job basis, I was told no, they were definitely employed solely by Wren's, more lies they are all sub-contractors. The designers and stores managers will tell you anything they feel will ensure they get a sale.
Numerous problems with delivery, we changed colour before signing from High gloss cream to High gloss white but half the order came in white and half in cream, replacement parts took ages to arrive and guess what, yes they were wrong colour, and when you speak to customer services they are so belligerent and rude insinuating that the mistake was your fault, only once did I actually speak to a civilised operator who did what she said she would do, others promised to ring back with updates or answers to questions but never did. Evenually the installation was complete but there were a few issues, freezer door was rubbing side panel, microwave door rubbing side panel, during cleaning found chips on door faces made good with filler which came of during cleaning, this prompted further inspection. A report was sent to Wren who insisted that photographic evidence was provided, the freezer door had now had all paint surface rubbed away on a three inch section of the door edge exposing the dark brown MDF below. We sent photographs of damage and replacement panels were ordered, but every day further damage appeared, bear in mind that I am in my sixties, my wife is in her late thirties and we have NO children so this damage should not be occurring. Fitters finally arrived after many, many calls to customer services Ha Ha and replaced the parts which had been ordered but as stated the original quota of faults had escalated so I insisted that an installation manager came to site to see damage for himself and to instigate replacements, another lengthy wait and another visit from fitters and still more faults appeared, another visit from installation manager, another set of replacement parts and a repair kit were delivered, fitters arrived to carry out work and replaced the two panels that were ordered along with a section of pelmet and a section of skirting. Fitters also adjusted recycle bin unit so that bins could be removed for cleaning, but this only covered a minor amount of problems, and I told fitters to think again if they thought that they were going to use repair kit to rectify other faults. They agreed and took details, photographs and measurements of outstanding faults saying that these would be passed to their supervisor and then passed to Wren for processing. Weeks went by and during that time I contacted customer services, directors email complaints, everyone who I had dealt with directly and eventually MD himself and guess what I got absolutely no response from any one of them, so it is plain to see that the total lack of customer focus stems from the very top to the very bottom of this company. I was forced to contact a mediation company as a stepping stone to taking legal action, I had decided that I would give them three weeks to respond before going to court, mediation is recommended as an alternative to court action, so had to be done. Just prior to end of three week period I was contacted by senior installation manager with request to visit site to survey damage, this was the same manager who visited before and during that visit he stated that there is no such thing as a perfect installation, and that if ombudsman was requested, he would not uphold any faults which were not visible from a metre away and not front facing, so any damage on door edges would not be recognised. I felt he was talking out of his backside. Any damage to a paint finish leaves it open to water ingress in the form of cleaning or steam which will result in the paint lifting.
The manager arrived and went about inspecting damage which I had highlighted by means of masking tape and felt pen, in addition, the fitters who had attended last had replaced a corner panels which was now loose, adjusted re-cycle bin but had wrecked the mechanism, in replacing corner panel had chipped the dishwasher door and replaced a section of pelmet with one with worse damage. In total we were talking about 43 faults spread over 16 doors or panels. The manager said that he would like to have the senior production manager inspect the faults as it was pointless replacing items if there was a problem In production, I agreed but insisted that it be done sooner rather than later, bearing in mind that it was now coming up to a year since original install and I still had not got what I paid for, a working kitchen without faults, in addition this was holding up other works in the property, he agreed and left,
Three weeks on and still no news so I emailed the manager who replied stating that he had contacted the senior production manager and asked him to deal with this as a matter of urgency but that he had re-contacted him to prompt him but if he had not responded by following day for me to let him know. He did not respond and I emailed the manager to let him know and guess what, no response, I left it a week and contacted him again and yes you've guessed it, no response. I am now taking legal action to obtain full refund and compensation.
The above complaints are just the tip of the iceberg, so if you are contemplating a new kitchen then go to one of the small independent dealers who care about their customers and the feedback from reviews and stay well clear of WREN,

Where to start!

We went to the Lakeside branch on opening weekend. Spoke to a designer who came and measured up. Went back the next day and sat with him for 3 hours. Had to come back 3rd day to finish off. Liked the design etc and went away with a price.

Came back a little while later to find that designer had "left" and had to sit with another who then spent another 2 hours re inputting our details and trying to find the designs as we wanted to change bits.

Went away to compare to other companies pricing etc as they "guarantee to match or beat any quote". Got a good deal from a competitor so went back and forth with the Wren designer in order to compare. Eventually got told over the phone by the tore manager that they would match the quote I had so we went in that weekend to put deposit down and finalise.

When we arrived we were informed that the designer AND manager had "left" that morning. We sat down with yet ANOTHER designer and went over the same things again. I explained we had come in to pay deposit and he had the agreed price from the previous manager in front of him. He asked us to give him ten minutes to check over everything, so we went for a walk around the store.

We came back after the ten minutes to be told that they could not do at the agreed price and it would cost an EXTRA £2, 500! Needless to say I was not amused. When I asked for head office details to formally complain, I was told there was no phone or email, only an address to write to.

I asked for the new manager to complain in store who then turned out to be the area manager. He was less then helpful and would not move on the price. He then went on to call the MD apparently who agreed with him and would not honour the previous managers deal which was clearly written in front of him.

By this point I'd had enough and had lost my temper so left with the new price break down to cool off.

In order for me to start again with other kitchen companies would have cost time which I didn't have so decided to remove appliances and work tops in order to bring the cost down. This brought the cost down enough for me to go back and secure the deal still needing a washing machine, oven and work tops.

Another designer came over to arrange deposit and finance.

A week before the kutchen was due to turn up, I had repeated calls saying the balance was due despite telling all that I had the finance in place. This eventually got resolved with a new designer, Bill, he came to my house so I could sign new paper work.

The kitchen arrived just over a week ago. One door was damaged, was missing feet and the designers had left off the curved plinths. Thankfully Bill helped to resolve and all is now sorted.

One thing that Wren never mentioned in all this, the timber kitchen I bought was fr from this. The only parts of actual wood are the frames on the doors. The rest is either MDF or chip board.

I have not finished fitting this kitchen yet but will update should anything else go wrong!

Overall, I should have gone elsewhere but had no more time to start the process again. This company has caused no end of stress and still need to buy the parts I had to remove in order to bring the costs down!

UPDATE

Since initially writing this review I have been contacted by Wren to try and resolve as I have written an ACTUAL review on there customer service.

They promised me a call back in the morning which they did but couldn't speak so asked to call later. They didn't.

They called again the next day so spoke to the store manager and regional manager but as he was driving, he kept cutting out. I said to arrange a meet instead to talk about everything.

Yet again, no reply. I called the branch to speak to the manager who was in a meeting and was promised a call from the regional manager that night. Yet again, nothing.

I eventually got a call from ANOTHER branch manager as the other was off sick and got told they would look into why my initial price I was offered was not honoured and come back with an offer to fix everything.

I just had the call back and the price was an extra £3000 on top of my original agreed price.

I urge anyone considering using Wren kitchens not too and to look elsewhere unless you want endless chasing and grief and rubbish customer service!