Wren Kitchens レビュー 

Experience from start to finish was 100%, design to delivery through to making contact for extra help( we damaged the cornice)

My first home design appointment was booked for 30 June at 12:00pm. I waited at home, but no one arrived. At 12:15pm, I called the Enfield showroom and only then discovered that my appointment had been rescheduled. I had received a reminder confirming the appointment, but nowhere did it say that I needed to confirm my attendance. The surveyor later told me he had another "bigger" job and had left me a voicemail asking to rearrange. I had taken time off to be available, and I found it unacceptable that my appointment appeared to be treated as less important.

After complaining, I decided to give Wren another chance.

I booked a second home design appointment for 9 July at 10:30am. At 10:26am, just four minutes before the appointment, I received a call saying the previous appointment had overrun and the surveyor would arrive around 11:00am. My son and I both work from home and had arranged our work schedules around the agreed appointment time.

During the call, the surveyor was whispering, which made me question whether he was actually at another appointment. I immediately called the Enfield showroom and, to my surprise, the same person answered the phone in exactly the same voice and confirmed his name. That left me with serious doubts about the explanation I had been given.

At that point, I lost all confidence in Wren. Two appointments, two disappointments, and a complete lack of respect for my time.

I contacted Customer Care, but rather than taking ownership of the issue, I was simply told to contact the showroom manager myself.

Based on my experience, I cannot recommend Wren. I have never experienced customer service like this before. This review is an honest account of what happened to me.

Customer services are incompetent. Have been chasing Wren for my £200 refer a friend fee since last October. They have now paid my mother (who I referred) but not me.
I have had my kitchen for a year!
They do not honour promises. Very quick to take your money/order though!

Ari listened very much to my complaints, went over and beyond to sort the complaint . Wren should employ more people with such a good customer service

A customer care specialist who did exactly that. She listened carefully and found instant solutions. A very rare occurrence these days. Well done Chloe!

Samuel was so helpful and knowledgeable i was so impressed, Samuel is a credit to your company.

Wren have replaced our kitchen doors under warranty dye to a manufacturing fault. We have had to have a slightly different kitchen. This has meant that additional parts such as hinges, aesthetic accessories have been required that we didn't expect. We were also missing an end panel from the delivery (hence 4 stars not 5)I have spoken to Chloe, Katie and Tracy who have offered excellent customer service. It is difficult sometimes to articulate technical conundrums but all 3 have been very patient and made sure the correct extra bits were ordered. We weren't very pleased about having to have half of our kitchen replaced and the upheaval that goes with this but these three young ladies have done a brilliant job of getting two not very happy customers on side!

We all know things can go wrong, but it's what a company does to put it right that defines the measure of that company. And... in my case Wren have certainly stepped right up to the mark! My dream kitchen installed 2 years ago was gradually becoming a nightmare as all the Autograph White Silk door, drawer fronts etc. all became increasingly discoloured, going various shades of cream and needing a good scrub to get any finger marks off. I had really started to regret going with Wren and was on the verge of taking out a loan to replace it all. But, on my builder's advice, I wrote to the customer service team at head office, and sent photos. There were no 'ifs or buts' but an immediate decision (also conveyed immediately by phone) to replace all the decorate fronts with White Gloss (my choice of replacement) and to reimburse me for my fitting costs. So I will be getting the sleek white kitchen I had always wanted! Exceptional customer service and a huge thank you to Gemma and Lauren; and to Marius in the Tunbridge Wells branch for his super design in the first place and infinite patience in listening to my moans about the White Silk finish! The harvest oak open shelving is fantastic - and all the cupboards themselves are absolutely fine My advice to Wren is to withdraw White Silk from the Autograph Linea range!

Samuel extremely helpful, first rate.
Contacted AEG and arranged engineer visit
VERY professional
CS been very good all round

Michael Herdman,came to measure our bedroom for new fitted wardrobes.
He was professional, friendly and took time to measure precisely .I feel confident that my new wardrobes will fit precisely.

Joseph was absolutely professional and very well knowledgable in our conversation. Amazing member of staff

Water leaks, damaged MDF flooring, damaged new cupboard, exposed wiring, incomplete cupboards. This is just some of the issues. The fitter won’t respond, nor Wren. It’s now 10 weeks and I still DONT have a completed kitchen. I am disgusted at the lack of response to critical issues. I paid a lot of money for a very poor job. I now have to get in separate plumbers and electricians to resolve these issues. DO NOT USE WREN. Zero support and appalling fitters.

Amazing service over the phone to customer service. Amanda really helped me out, was patient when payments kept failing for some reason, but still managed to sort it out at the end. Couldn't have asked for a better rep.

I am extremely disappointed with the level of customer service I have received from Wren Kitchens.

Following my kitchen installation, your fitters left a significant amount of waste in my garden. As landscaping work was due to take place, I had no choice but to hire a van at my own expense to remove the waste. Wren agreed to reimburse me £237 for these costs.

On 27 May, I was assured by Customer Services that the refund would be processed within 3–5 working days. When no payment arrived, I chased the matter and was later informed on 18 June that the original payment had failed and would be reprocessed. Despite this, the refund still did not materialise.

I was then contacted again on 24 June and told the refund would be processed. Following a further phone call to customer services, I was assured the funds would be in my account by the following Monday. Once again, nothing happened.

Over the course of several weeks, I have been given conflicting information, including suggestions that a cheque may be issued, that I should contact my bank, and repeated promises that payment would be made within 3–5 working days. Despite numerous follow-ups, the refund remains outstanding.

The amount involved is relatively small, but the time, effort and frustration caused by repeatedly chasing a refund that was agreed months ago has been unacceptable. For a company of Wren's size and reputation, I expected far better service and communication.

I would urge Wren Kitchens to improve both their aftercare service and their refund processes to prevent other customers experiencing the same issues.

Great customer service by Samuel today. Thank you for being so helpful .

Firstly, I’d like to express my gratitude for the patience and
professionalism of the delivery drivers who delivered my kitchen on 1st July - they were amazing. Shane I didn’t take their names.

Secondly, i’d like to thank Bailey in Customer Services. I had a couple of items missing which she ordered for me and there were a couple of items I wasn’t sure about and she took the time to video call me to explain. She also went through the kitchen plan with me to ensure I was happy with everything. She was very helpful, friendly and professional and she lifted a weight off my shoulders so many thanks Bailey! Much appreciated :)

Staff in the shops are great but customer service is poor waited on phone for 10 minutes then got cut off

In response to Wrens Reply
Firstly, I'd like to correct one point in your reply. At no point did I say that I was "pleased" with my kitchen. I simply stated that the rooms look good overall. Unfortunately, the appearance does not reflect the quality of the installation or the after-sales service we've experienced.
This isn't the first problem we've had. We also experienced issues with our fitted wardrobes. When we had carpets installed, we discovered that the wardrobe doors would no longer open because the incorrect feet had been fitted. That became another lengthy battle and formal complaint before it was eventually resolved. Taking both issues together, it's difficult to have confidence in either the installation or the support provided afterwards.
With regard to the extractor panel, I don't agree with your interpretation of the situation.
The panel may not have appeared on the original kitchen design, but it was installed by your approved fitter during the installation to complete the kitchen around the extractor. It wasn't something I requested, supplied or fitted myself. It formed part of the finished installation carried out by a Wren-approved installer.
If your fitter considered this additional panel necessary to achieve a professional finish, then I believe Wren should also stand behind the workmanship involved in fitting it. The fact that it wasn't shown on the original design doesn't alter the fact that it was installed by your representative as part of completing the kitchen.
There is also one point that I struggle to understand. If Wren's position is that this panel falls outside your responsibility because it wasn't included on the original design, why have you supplied a replacement panel under warranty?
By replacing the panel, Wren has acknowledged that it forms part of the finished kitchen supplied to us. If that is the case, I cannot understand why Wren accepts responsibility for the panel itself but refuses to accept responsibility for replacing a component that was fitted by your own approved installer. Those two positions appear to contradict one another.
I appreciate that you've supplied a replacement panel, but I don't think it's reasonable to expect a customer to arrange and pay for the replacement of a component that was fitted by your own installer. Had the panel been fitted by me or by a third party, I would understand your position, but that simply isn't the case.
Perhaps you could also clarify one further point. If your installer had fitted this panel incorrectly on the day of installation, would Wren have accepted responsibility for correcting the workmanship? If the answer is yes, I struggle to understand why the installation is no longer covered simply because the panel has now failed.
Unfortunately, this experience has left me with very little confidence in Wren's installation guarantee. It appears that work carried out by your own approved fitters can fall outside the guarantee simply because it wasn't shown on the original plan, despite being necessary to complete the installation.

Great return call from Joseph. He had all the information ready and solved my issue without hassle.

Had really good customer service from everyone I’ve met from the Wren team including David A from the customer care team.