Wren Kitchens - Lakeside レビュー 19

We trusted Wren Kitchens to provide a professional service for our family kitchen renovation. We attended the showroom, selected the exact colour from the display, and the designer changed the colour in front of us during the appointment. We relied completely on their expertise and confirmation.

After waiting over a month for our custom-made kitchen, the order arrived:

* in the completely wrong colour,
* with damaged items,
* and with missing parts.

When we returned to the showroom, the designer admitted the colour we chose had actually been discontinued and that he forgot to change it before sending the order to manufacturing. Despite this, Customer Services later claimed that WE selected the wrong colour ourselves, which is completely false.

To make matters worse:

* Wren instructed us to remove our old kitchen before delivery,
* our living room is now filled with unusable kitchen units,
* we have no functioning kitchen,
* and our family, including two children aged 7 and 13, have been left living in chaos for over a week.

Customer service has been appalling. Emails are ignored, no proper solution has been offered, and now they have simply CLOSED our case without resolving anything.

We are left with:

* no kitchen,
* major stress and disruption,
* and thousands of pounds tied up in a product that is not what we ordered.

This has been one of the worst customer experiences we have ever had. We expected professionalism and accountability from a major company, but instead we have been ignored and dismissed after a mistake admitted by their own designer.

We are now escalating this through:

* Trading Standards,
* Ombudsman services,
* finance dispute procedures,
* and legal action under the Consumer Rights Act 2015.

I strongly advise anyone considering Wren Kitchens to think very carefully before ordering. Even you go with Wren please do not get serviced from Ghalib Rehmn ( design consultant) he is a very unprofessional.

My experience with customer service on the phone has been great ,
Jordan went above and beyond today to help resolve my issues

So grateful to have someone take the time to listen and understand my frustrations

My experience in store not so good since my kitchen was delivered , rude stuff
Not returning my calls , management never available

Wren Kitchens advertise themselves as delivering customers their “dream kitchen”, but our experience has been nothing short of a nightmare.

We ordered a kitchen through Wren after multiple appointments with their designer. We clearly selected a specific kitchen display in-store and relied entirely on the designer’s guidance throughout the process. At no point were we informed that the displayed range was discontinued or unavailable.

After delivery, we discovered:
- The kitchen supplied was the completely wrong colour
- Multiple units arrived damaged
- Items were missing from the order

Nothing has been installed and the kitchen remains sitting in our living area because it is not what we agreed to purchase.

What has made this even worse is the handling of the complaint. We have received contradictory explanations from different representatives regarding what colour was supposedly ordered. One response stated we originally selected “Forest Green”, while another later claimed the kitchen had “always been Ash Grey”. This directly contradicts the designs and discussions we had throughout the process.

The designer also verbally acknowledged after delivery that a mistake had been made and showed us alternative options in-store, yet Wren are now refusing to take responsibility and instead offered to sell us replacement doors at an additional cost.

As a result:
- Our home has been left without a functioning kitchen
- We have no cooking or washing facilities
- We have incurred contractor costs and additional expenses
- We have spent an enormous amount of time chasing different customer service representatives without resolution

Extremely disappointing experience from both a design and customer service perspective.

Glen and Alan delivered my kitchen to Purfleet on the 1st May - it was delivered promptly and on time - very helpful, efficient and friendly customer service - a true credit to Wren - Thank You

My experience with Wren has been extremely disappointing from start to finish.

The issues began early on when my original kitchen designer left the business. This was never communicated to me, and no replacement was arranged. I was left chasing updates until a showroom manager had to step in and complete the design. Even after that, I was assigned another designer for follow-up, yet I repeatedly had to visit the showroom in person just to get any progress or action taken. That alone set the tone for what has been a very frustrating journey.

Unfortunately, things only got worse. When my kitchen units were finally delivered, several of them arrived damaged. This is completely unacceptable—I paid for brand new units, not damaged goods. Offering a partial refund does not resolve the issue. I expect to receive what I paid for: undamaged kitchen units.

To make matters worse, I’ve now been told the replacements won’t arrive until 11th May, which is after my builder is due to finish. This creates further delays, added stress, and likely additional costs. We’ve already been without a kitchen for three weeks, and with young children under five, this has been incredibly difficult to manage.

Overall, the lack of communication, poor coordination, and now damaged goods with delayed replacements have made this a very stressful experience. This is not what I expected when choosing Wren, and based on my experience, I would not recommend them to others.

Went in today for advice on cooker and hob and the staff were so helpful, ended up purchasing them!! Found the staff very knowledgable and help. Very pleased.

Ben and Dan were brilliant for the delivery service! Excellent customer services, flawless service, thank you so much
The process getting to here however was shocking. Bits I needed didn't turn up, others I didn't need did. Order was delayed in delivery also.

Rob and John informed when coming. Were punctual, polite and full of humour. Checked we had enough space to offload and totally respectful of my newly decorated hallway. Fantastic service from fantastic team. Highly recommend if you get them as your delivery men. 5*

We visited the lakeside Wren showroom to explore options for a fitted wardrobe and we were assisted by Anna Crone. Anna was welcoming, knowledgeable and took the time to understand our requirements. She provided thoughtful ideas and practical design suggestions which helped us visualise the best solution for the space. Her professional approach and attention to detail made the experience very positive. Excellent customer service throughout.
The quality of the wardrobes is excellent with each component carefully packed and protected. The installation guide is clear and helpful. Top service. Thank you.

My experience with customer service from start to finish was excellent

I fitted an 18-unit Wren kitchen in a garage conversion I built back in 2021, and it looked fantastic. The total cost was under £5,000, including most of the electrical appliances. Because of that positive experience, I recently purchased another flat-pack Wren kitchen for a flat renovation. This time it was an 11-unit kitchen costing £2,600, again including the dishwasher, cooker, hob, and extractor.
I’ve found Wren Kitchens to offer excellent value, especially if you’re willing to assemble the units yourself. While the units aren’t at the very top end of the market, the doors have a quality, high-end appearance. The soft-close hinges are some of the best I’ve installed, and on the rare occasions when something arrived damaged, customer service with the use of the app resolved the issue promptly and without any hassle, replacing without question or quibble.
For the price you pay, I don’t think you’ll find better value in a kitchen.

I dont have any issues with the sale or the installation of the kitchen. My issue is with the aftercare when a problem starts, the customer service department are shocking and dont do anything. I have a leaking tap thats going all over my new worktop so its starting to ruin it, this has been going on for over 4 weeks. The customer service team are telling me they are unable to locate a plumber to exchange the tap. And can only say sorry. How about getting a local plumber out of the yellow pages to go and fix the issue. Its an absoulute disgrace. If you want really poor customer service then go to wren kitchens they are excellent at it.

Our experience with Wren has been extremely disappointing. We truly regret engaging with Wren kitchens, designer ruined what was supposed to be our dream kitchen.
His promises were empty, and we feel misled by his words. It’s unfortunate to discover such a lack of honesty and reliability. I hope they don’t treat other customers the same way.
We spoke to the store manager, but it seems their main focus is meeting sales targets rather than ensuring customer satisfaction. We only chose to use external fitters because the designer
misled us into believing it would be more cost-effective. Now, the blame is being placed on the fitters, and the replacement items are taking far too long to arrive with something missing
every time. Don’t be misled by their discounts there are other high-street kitchen manufacturers who are far more trustworthy and reliable.
We placed our order in 1st week of August, and it's now November. We’re still living without a kitchen. If you want the same frustrating experience, then go with Wren.

I would like to thank Hass and hes team at Wren showroom Thurrock retail park.ive had trouble finding a replacement part for a damaged drawer, as my kitchen is out of warranty it's been difficult sourcing the part I needed. Hass delt with my proble in 10 minutes. Thanks again, very much appreciated.

Avoid Wren at all cost!! I have stupidly used Wren on three separate occasions and all three have been fraught with problems!! Most recently I used their Thurrock showroom to design bedrooms for my children. Both designs were badly measured and instructions ignored. I was charged for two separate deliveries when the order was for the same customer, delivered on the same lorry, on the same day to the same address! I was due a refund for handles which never materialised as it was used to offset the increased cost of a redesign due to designer error!
Their complaints department are useless as all they do is rely on their charter/contract to negate any and all failures!!! Completely ignoring 90% of my complaint.

★☆☆☆☆ Worst Experience – Avoid Wren Kitchens at All Costs!

I had an awful experience with Wren Kitchens, and I feel completely scammed. I ordered a wardrobe worth nearly £4,000. Before the delivery date (24th July), I contacted them on 18th June to cancel the order after my builder advised there wasn’t enough space to install it. Wren sent me a cancellation confirmation email — yet they still went ahead and delivered the wardrobe anyway!

I refused to accept the delivery and told them to take it back, but they are now refusing to refund me. They are insisting I keep something I have no space for — how does that make any sense?

I feel robbed and deeply disappointed. This company has caused me so much stress and misery. Their customer service is terrible and completely dishonest. I trusted them with my hard-earned money and they’ve treated me unfairly.

Wren Kitchens are not trustworthy — please do not waste your money or time!

I visited Kitchen in Thurrock just to get a general idea of costs and explore options, as I wasn’t planning to make any immediate decisions. From the moment I walked in, I was greeted with a warm welcome. The gentleman who approached me was incredibly friendly, helpful, and knowledgeable.

He took the time to give me a rough estimate of what a new kitchen might cost and talked me through some product options—particularly around countertops and the benefits of materials like quartz. He explained everything clearly and broke things down in a way that was easy to understand, even discussing how certain choices could affect the value of the property.

He also handed me a brochure to take away, which was really helpful for continuing my research at home. Overall, it was a pleasant and informative visit, and I felt no pressure—just genuine help and guidance. Highly recommended for anyone considering a kitchen update.

Our experience with Wren has been nothing short of a nightmare from the moment we signed the contract.

The installation team was shockingly lazy and unprofessional. To make matters worse, the sales staff in the showroom made countless mistakes. They showed us one bedroom design before signing, but then gave us an outdated version to sign, something we only realised after installation began.

Now, just three months after the bedroom was installed, one of the door hinges has already come loose, leaving the door unsecured. The overall quality of the materials is shockingly poor and feels very cheap, far below what we expected for the price we paid.

Was thinking of remodelling part of my kitchen, but only interested in 3-4 wall cabinets, work surface, and sink, but was advised they are not interested in business if less than 5 units.

If I have the kitchen fully done, I will not consider Wren, as they cannot be bothered.