Wren Kitchens レビュー 

Good sales process, appalling customer service when something goes wrong

Our initial experience with Wren was fine. The design and sales process was helpful and professional. Unfortunately, that service seems to stop the moment the kitchen is delivered.

Our kitchen arrived today with incorrect parts. One component was clearly labelled “stainless steel” on the packaging, but when opened, the actual component inside was plain white. This isn't a case of us ordering the wrong item — the contents of Wren's own packaging do not match the label.

When I raised this with Wren, I was told that it is my responsibility as the customer to carry out quality checks when the kitchen is delivered.

So apparently, Wren expects customers to unpack every component and check that the product physically inside each package actually matches Wren's own label. I find that astonishing. If a box is labelled as containing the correct stainless-steel component, how is the customer supposed to know that Wren has put something completely different inside without opening and inspecting everything?

Ensuring the correct product is inside correctly labelled packaging is Wren's quality-control responsibility, not the customer's.

It then took 55 minutes on hold to get through to Customer Service. Rather than accepting responsibility for supplying an incorrectly packaged component, we were told it was effectively our fault for arranging our fitter to start on the day the kitchen was delivered.

We were then told replacement parts take 7–10 days to arrive.

This is something Wren should make extremely clear before customers arrange installation. If Wren knows that mistakes can take up to 10 days to rectify, customers should be told this when ordering so they can plan accordingly — not blamed afterwards when Wren supplies the wrong parts.

For a company that sells itself as a kitchen specialist, the after-sales service has been exceptionally poor. Selling someone a kitchen is the easy part. The real test of customer service is what happens when something goes wrong, and based on our experience Wren has failed that test completely.

If I were choosing again, I would go elsewhere. You can buy a comparable kitchen from somewhere like B&Q or Howdens and have the significant advantage of a local branch where problems can potentially be resolved and replacement parts collected, rather than waiting 7–10 days while your kitchen installation is disrupted.

I'd also be very wary of the constant Wren “special offers”, discounts and apparently time-limited promotions. There always seems to be another one. The sense of urgency created during the sales process looks very different once you've been through it.

T moyo done a good job and very friendly 👏

L Mills was very professional and thorough in explaning how Wren works and the overall process. So far, our impression of Wren has been very positive, and we are looking forward to the showroom appointment to finalise the design..

Very happy with the service, P. Ford was very professional and helpful.

I am extremely disappointed with my experience with Wren Kitchens.

Wren designed my kitchen, and two members of their team attended my property to measure and create the kitchen design. The agreed plans clearly showed a 3-drawer cabinet in a particular location.

When it came to fitting the kitchen, it became apparent that the cabinet cannot physically fit because of substantial existing pipework behind it. This pipework was present when Wren carried out the measurements and designed the kitchen.

I was contacted today by Ryan from Wren, who told me that their proposed solution was to simply swap the 3-drawer cabinet with another cabinet.

I do not consider this to be a solution. It changes the agreed design and removes the functionality that I originally chose and paid for.

The alternative is for me to have a plumber move the existing pipework so that the originally designed 3-drawer cabinet can be installed. I asked Ryan whether Wren would compensate me for the plumbing costs, given that this issue appears to have resulted from the design and measuring process. I was told that Wren do not offer this.

I find this extremely disappointing. Two Wren representatives came to measure and design my kitchen, yet a cabinet was designed into a location where it cannot be installed without modifying the existing services.

I now have to incur additional expense and inconvenience to enable the kitchen to be fitted as originally designed.

I am pursuing this through Wren's formal complaints process and hope they reconsider their position.

If you are buying a Wren kitchen, I would strongly recommend checking all measurements and existing pipework/services yourself before accepting the design.

Really quick and easy measuring appointment. Mark Rennolds was fantastic! He was polite, friendly and professional. Looking forward to our design appointment!

Great customer service got to the bottom of my concern and resolved it.

Poor quality and horrible customer experience.
After purchase a new build home we found a poor kitchen installation. Aftercare team ghosted me after highlight issues with installation and even have a malfunction and/or poor installation again of one of the doors on the top cabinets that almost hit a family member.
I spent 2 hours in the phone today and giving them the issue number from the developer is not enough and cannot find any of my details…
Summary… If you want to have a good quality kitchen and customer service do not buy a kitchen from Wren.

Keiron arrived on time, very polite and efficient and felt comfortable leaving him to get on measuring the bedroom whilst I was working

Friendly service from I Kvetkovska

Very friendly, answered all our questions, very prompt , very courteous.

Respectful of property, careful and engaging, very professional.

T moyo. Amazing survive great surveyor

Very good delivery service

We had our kitchen measured by Z Hussain and he was brilliant. Very friendly and very thorough will all the measurements.

After back and forth emails, Joseph corrected an issue over the phone that was deemed as contractually correct. There was an oversight with the colour of this item ordered, as we had changed internal colours before purchase and this item has been missed. As a good will gesture however, they have changed the colour of our units inside our pantry.

Darren Atkinson came to measure for our new kitchen, he kept us updated on when he would arrive. Darren also explained what he would be doing during his visit and after which was very helpful.

Ade was extremely helpful on customer service

K Turner arrived promptly and spoke confidently about the measuring process. He answered all my questions and was friendly. He was incredibly efficient. Thanks so much Kevin!