Wren Kitchens

Glass kitchen door fell off after a month. Not the fitters fault but poor design by Wren as the hinges are pre-installed into the carcass. Had a problem with the fitting as Wren design got it wrong in placing the cupboard units which we had to rip out because they did not line up with the hob. Great showrooms and nice tea and biscuits but that's all. Could not recommend.

I purchased a new kitchen 3 June 2023, kitchen showed up, work got started... then... it stopped, bits were missing- now here we are almost May 2024 its not finished, its not fully unusable. I have emailed them, called them, sent photos you name it. They run me in circles. Will not finish the kitchen, they will not fix the problem. They sent me shelving that weighs so much, the installer could not lift- they refuse to refund, or fix, I purchased other shelving myself, they have been there since November 2023... not up. The lighting is on the floor- not in usable condition,,, I must have literally 75+ of emails back and forward where they ask the same questions, I reply, then another person tells me to resend. There is concrete all over my ceiling, holes in my wall... freezer cannot open (I purchased from them also). I am now over it and will go on every web site, UK Govt to get this resolved. Shameful, dreadful company. They should be put out of business, so unsuspecting people like myself does not have to go through this!

Planners are terrible and customer service worse. Installers take forever. A month or more for a simple install. Find someone else

We had a delivery date and everything was going well; it all came on the day. When it came to the installation date, let's just say they don't really know what they're doing. I booked a day off work and they never came. We chased it up and they really didn't care. I now have boxes and boxes sitting around, taking up space and no one to install it. I wish I had paid more attention to bad reviews before ordering with Wren.

Management is like a kindergarten where all kids are fighting for the "wand of power" without plans, clues or any idea how to handle an industry.
Production is always behind schedule due to machine break-downs, dust collector clogged, no trained operators and no professional maintenance technicians at all.
Quality is no more than a bunch of people trying to hide wooden panel imperfections with paint markers.
The HSE department is ruled by an inexperienced personnel who only care about everybody's hi-vi vest, but not about SOP, GMP, noise levels, dusty air quality, machine trainings, ergonomics...
Supervision does not exist, just some disrespectful and aggressive UK managers full of discrimination.
There's no communication either coordination between departments.
They're obviously lost, no business experience, not even common sense.
All employees are always complaining about missing overtime hours.

We have an Infinity Plus range kitchen which is sold with a 25 year warranty. The kitchen is less than 4 years old. Unfortunately, one of our kitchen doors now has significant faded colour across the top/integrated handle part.
I have spoken to Wren customer services and sent photos. The response has been that this is 'fair wear and tear' and therefore not covered under the warranty. Whilst I appreciate the notion of wear and tear, it is difficult to accept in this case. This is the only door in the whole kitchen with an issue, and not a door that would be opened most regularly. The cutlery draw, which see more use, is perfectly fine. My assertion is that this door has a faulty paint issue, but Wren refuse to accept this. The only response from customer services is to sell a new door at cost. There is no criteria for how Wren assess 'fair wear and tear' which makes the outcome of any issues raised weighted in favour of Wren and is therefore not fair to the customer. I will ask the Ombudsman to review this situation.

They designed our kitchen, therefore knew all the measurements, was told they could provide a quartz worktop. After signing for the kitchen, they then told us they couldn't supply a worktop long enough and would have to have additional joins. This was not what we wanted and tried to cancel the worktop. Their standard answer was 'you signed the contract so tough!' When pa£3600 for a worktop you don't expect multiple joins. Customer service was the worst I have ever experienced, not Interested as soon as they have your money. Go elsewhere

I don't normally write reviews, but so poor was our experience of Wren, and just how much stress they put my wife under, means I feel compelled to document the following. There were so many opportunities for Wren to make good in some way and address the issues, but my overall feeling is no one wanted to take accountability for the failings and so they've just stuck their head in the sand of a situation that's progressively worsened.

The "too-long, didn't read" list of issues we've had throughout our journey are as follows (be warned it is still pretty lengthy):

My wife was told she was "taking up too much time" by her first sales rep, pre-deposit.
The surveyor missed a pretty obvious and visible box corner which turned out to have an immovable water pipe there, prompting a hasty redesign of the kitchen with my wife having to revisit the showroom on work time
Said redesign made some pretty poor aesthetic choices to work around the pipe. Essentially, stick a plank of wood asymmetrically on one side. Not quite the upscale design we'd paid for.
Our second designer ordered the wrong colour profiles. Rather than admitting fault, she doubled down and insinuated my wife had chosen them at the beginning. Who consciously picks a colour they hate?
These colour profiles took five working days to ship. My wife was on the phone for hours trying to find some option to get them faster, but there was no solution-focused approach, no help, no accountability for the mistake.
Our contractor began erecting the kitchen. Four drawer faces fell off before they'd even got out of the box. We had to use the contractors time to fix drawers rather than installing the unit we paid for.
The second designer over-sold us on panels, to the tune of £450 in extra materials we have no use for and is now just sitting in our living room.
Both my contractor and my wife rang the showroom almost daily trying to deal with the issue of the colour profiles and drawers and no one would answer the phone. To get the designer on a call, she had to call from my phone so she didn't recognise the number (guess what she picked up)
The whole kitchen is erected and it turns out they sent the wrong unit for the oven and microwave, one that has no dividing shelf. This is pretty critical as you can't balance the microwave on the oven without it. But the whole kitchen's fitted in place now. Wren customer service just wanted to send us a unit, so I guess we're meant to just start over?
My wife then spends 45 minutes on the phone, on hold, and is offered £50 for her trouble. Oh and it'll be another two working days for the shelf to arrive (which my contractor will have somehow bodge on).

What have I learned from all this? Firstly, my wife is amazing. Like the sheer amount of work required from her to keep this to even where we're at now has been Herculean. And second, don't use Wren. Not if you want to have a working kitchen by Christmas.

Shame, it all started well but we ended up with 100s of pounds of things that we did not need and although items were unopened, Wren were not willing to take the items back - feel very let down and diddled

I thought I would leave a review here given I've been ignored for years by Wren including a formal written complaint.

I will spare the detail and simply say - if using their fitting service, Wren do not need to validate the contractor and you have to be the person who checks that the contractor is certified, qualified and competent to install your kitchen and it's not Wrens responsibility despite taking a fee for this.

This resulted in my kitchen being wired incorrectly, the oven then not working and me having to pay another electrician to correct it.
Response from Wren is that it's my problem and not theirs and I should have checked. I expect the response may be "we always check our contractors" however mine wasn't fitted correctly and I've now been ignored and am out of pocket.

There are no words for how miserable this experience has been and how glad I am that it is over. The showroom was beautiful and the designer was very helpful. That's where the good news ends. Be careful and read the fine print buried deep within your contract. NOTHING is included in the price they give you - including debris removal (this includes your old appliances, old cabinets, AND the packaging and pallets your cabinets and appliances come in and on). I elected to use their licensed installer (under separate contract), thinking there would be some benefit to this. There was not. There was absolutely NO coordination between the Wren design plans and the installer. I paid thousands of dollars more than I should have had to, to plumbers, electricians, and HVAC folks because the installers literally placed cabinets over and BLOCKED existing plumbing, lighting, and heat registers. While I was fully prepared to hire a plumber and electrician to install the appliances, I was not prepared for having to have ALL my plumbing and much of my electrical moved. Regardless of measures and surveys by both Wren and their installer, no one could bother to tell me that the design created for me entailed moving existing plumbing for the sink, dishwasher, and refrigerator; moving an existing recessed light fixture (which, by the way, they simply installed the cabinet OVER the light fixture). This is only the tip of the iceberg. The quality of the cabinets themselves is decent, (although one was damaged and was finally replaced three months later), but I would not recommend Wren to anyone. And if you do use them, be sure to hire your own contractor who will carefully review the plans and work with you to be sure that all necessary pre-work is done.

Paid for kitchen in 2014 & everything was OK. After 5 years the door facings started to delaminate.
They replaced all the doors & sent a fitter to do the work.
Now the replacements are doing the same thing.
They have offered me £266 full & final settlement to resolve this?

We loved the whole expierence with Wren. The kitchen looks amazing. The one complaint we have is that the hinges on the cabinets have broken on two of our cabinets.

We were hesitant to go with Wren due to the poor reviews. Boy I wish we would have listened. Prior to purchasing, we discussed the concerns of the online reviews with the Commack store manager Jeanine who assured us that she would assist should any issues arise. Well they did and then some! It began with delivery. Our wood floor was scratched & dented due to the delivery guys dragging heavy pieces. As the kitchen was being assembled there was 4 doors and 1 drawer that came with edges dented or other imperfections. This was something mentioned many times in previous reviews and it was totally accurate. We only have 13 cabinets total so to have this percentage come with issues is ridiculous. The quality control in the factory is extremely poor and not up basic standards! We were assigned Destiny as our customer service support person for the project. Destiny was extremely unresponsive, unconcerned, and unapologetic regarding our issue with the floor damage and cabinet replacement. Her customer service skills were nonexistent. Again, this complaint is mentioned many times in previous reviews and is completely accurate of our experience! This is not the type of service you would expect when you spent 10s of thousands of dollars and are having these types of issues. We then involved Commack store manager Jeanine who was much more responsive and supportive with trying to get our issue resolved however the issues went over her head as far as what she could do for us. We were very happy with Boss Contracting who did the installation. We found them to do a beautiful job and they have great communication and follow up. The next problem was when they were installing the crown moulding on the cabinets, we realized it was a different color. So that needed to be reordered. We had to take additional time off of work to be home for the replacement pieces to be installed. However, the crown moulding was still the wrong color! We received the 4th delivery of the wrong color crown moulding (the 3rd delivery went to the wrong address and we never received it). Can you imagine 4 deliveries of the wrong color?! I am not sure how these people cannot get this right! We also had issues with the installation of the countertop and the manager of installation at Northeast Quartz had to come himself to our home twice to try to get the issue resolved and it is still not what was promised it would look like. They came 3 times total for countertop installation! Can you even imagine having to deal with all this crap?! We now have a regional manager Renee involved who also exemplifies Wren's nonexistent customer service and lack of follow up, care and concern for all the problems we are experiencing. We were told to get 3 estimates for repair of the floor which we did. All 3 companies said they would not repair the floor because it needs to be sanded down and the color won't match the existing floor so the entire floor needs to be redone! Not one of them would do a repair to that area only. But Wren & Renee are saying they don't want to use these estimates and we need to find others which is totally ridiculous! We found 3 random floor companies and all are saying the same thing. Just because Wren doesn't like it, doesn't mean that we need to continue trying to find other companies! This regional representative Renee does not respond to texts or phone calls for days at a time which is totally inappropriate and unprofessional. He refused to provide us with his supervisor's information. We are getting nowhere with getting our issues resolved and kitchen completed. We had to take off additional time from our jobs so workers can come back to fix all of these problems. We've been on the phone with all of these parties for hours at a time trying to get all of these issues resolved. The level of aggravation and frustration is unreal! And the worst part is no one (other than the store manager Jeanine at Commack) has been apologetic or showed any real motivation or concern to get these issues resolved! This whole process has been a nightmare and I could never recommend Wren to anyone.

Absolutely shocking from start to finish 6 months on and still got units missing customer service are nothing but a joke is beyond words if your thinking of a new kitchen do your homework and read there Google reviews also trust pilot we have had to go to trading standards to try and put a end to this nightmare

Kitchen not finished after 4 months flooring lifting cupboard doors all incorrect was visited by a manger who said this would be fixed. Still waiting! Do not Use

I really regret agreeing to use an installer recommended by Wren. The work was done to very poor quality, for example the Wren installer did not connect the pipes for the kitchen sink, and did not connect most of the electric sockets which meant none of the kitchen appliances (except the fridge freezer) could be tested. (I got these things completed by others after the kitchen install). The quality of the plastering the walls (after removing the old tile splashback) was really shoddy - I was told by the installer that I would need to "do a bit of sanding" myself to prepare it for painting! He even left the corner post covering the pipes (see pictures) unfinished and told me to call him "at a later date to come and fix it"! And the list goes on and on...

Of course I complained to Wren and pointed out that the installer was an agent acting on their behalf, and therefore it was their responsibility to rectify all the problems caused by him but they did not accept this. I am now taking my complaint to the Ombudsman as they have refused to fix all these issues. I have to say I was very happy with the design itself but given the awful installation experience I will be avoiding Wren in the future altogether.

Very good design service, but a complete failure to put anything right if it goes wrong. The delivery was late, no boxes were numbered, meaning assembly was a nightmare and I was charged for bits that I didn't need (and now cant return)

TERRIBLE customer service. Grade F
One star is too many stars. I dealt with 3 reps, while 2 just were flat out incompetant, the 3rd was a condescending jerk. The 1st install team out of NY were bad, they deliberately hid flaws, left shims behind cabinets that weren't flush to the wall, were messy with the detail work, and hurried their way out on the 2nd day. Photos attached to show just some of the shoddy work they did. After getting the 1st set of replacement parts, they sent a 2nd install company (who were Awesome both professionally and with their outstanding customer service - CE Solutions A+) who fixed the original issues and then discovered more shoddy work. The entire countertop had to be replaced it had been installed so badly. After receiving more product to fix the new issues, I got ghosted by my "personal customer service rep" and it has been one runaround after another. I have a "lifetime warranty" from Wren which feels laughable at this point, I don't trust them to be reliable. I'm supposed to be getting a $299 rebate check from Wren which I'm not holding my breath for. Things looked so promising in the beginning and ended up to be a mess. I do not recommend Wren at all and that is sad because I always want and root for a local company to succeed in business.

From walking into the showroom to the fitting and final result I was really happy. I Walked into the Plymouth showroom, gavin knew straight away what I wanted. The kitchen fitter was very thorough and professional, if any of the parts were damaged they where delivered the next day for fitting. The end product was better than I expected.

Wren Order Ref: *******
I initially raised a complaint to Wren because we had noticed that the veneer/laminate was chipping away very easily on our white gloss J pull kitchen. Also, there were defects where the laminate had not bonded properly and looked warped and distorted.

The complaint was raised on the 08/06/2022 and since then I have sent over photos and each time I've sent a message they have been very slow to respond. They messaged me a couple of months ago and told me they were going to investigate the issues but I hadn't heard anything so I had chased them up recently to ask what the findings of their investigation were and I got a response a few days later to say that they had concluded that:

'the issues you are having are due to care issues, and as such, we would not look to offer replacement under your warranty, as this would class as accidental damage rather than a product or installation fault'

'Please accept my apologies for any inconvenience caused'

So without sending anyone out to inspect the kitchen they were still able to conclude that it was my fault and then contradicted that by apologising for any inconvenience caused. Very strange.

The worktops get the most wear-and-tear and knocks and yet they are the same as they were when the kitchen was first installed - they are up to the job. However, the doors are very flaky and simply not up to the rigours of normal use. The problem is the laminate which isn't durable enough to take even minor knocks, it's very brittle not to mention the areas where the laminate is warped.

The kitchen I had for 11 years previously just didn't suffer the same problems and I regret buying a Wren kitchen, I should have paid more attention to the negative reviews but you never think you're going to be one of those same people having to make a complaint and then leaving a bad review because the quality and customer care is poor. The warranty is useless - don't fall for it. And if you are considering buying a Wren kitchen try to see past the shiny showrooms and presentation and check the reviews, check them carefully, compare them with local independent firms or even the other national kitchen retailers. Think about how they would deal with your problem if something went wrong. They are thousands of examples you can find online regarding Wren's awful aftersales care. On this review I've attached the pictures I sent over to them including one showing the whole kitchen - I look after my home and kitchen and to be told that I haven't cared for it is an insult - they didn't even come out to look at the defects. I won't buy a Wren kitchen ever again.

As many others have stated, the initial experience with Wren was extremely positive. The ability to see and feel our kitchen choices was fantastic. That is where it all ended. We were sold a one stop shopping experience and unfortunately, it was anything but. Our design changed radically without clear explanations. We lost cabinet lighting and our frosted glass cabinets due to the incompetency of our sales rep. Our brand new dream kitchen was replaced with "what would fit". Still waiting on appliances and had to bring the ones we got, into the house on our own, assemble and place them. Sent an email to the store manager in Milford and was told, sorry, you have to call customer service!
Never, ever will I recommend Wren, Lance or Timothy to anyone. I will warn people to stay away!

1 week project now into 6th week with over 25 defects. Nothing done since day 3 and after emailing the MD and job being priority we have 1 phone call from an FIM saying we was not getting a visit on site and have to wait for installer to visit and list repairs(not coming till next week)Customer service put you round in circles and not interested. Taken the whole excitement of a new kitchen away.DO NOT USE go elsewhere. After numerous calls and emails getting us nowhere we are now going to trading standards and furniture ombudsman. Please look elsewhere as once you sign on the dotted line they don't care about you