Wren hiding behind contract T&Cs - Complaint about Wren Kitchens - A Spokesman Said

Wren hiding behind contract T&Cs

Complaint about  Wren Kitchens  | ANSWERED


Wren Kitchens

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Cheryl Bloomfield

07/06/2017

Wren hiding behind contract T&Cs

Complaint about Wren Kitchens

We were warned about Wren and their poor customer experience reputation, but as with many others, we fell in love with the kitchen and were pulled in by a discount to close the deal! Anyway there were issues along the way (poor Wren fitter recommendations, poor designs for size of the space etc) - but we were on the ball and generally found the multiple different people generally helpful and got the kitchen eventually delivered and installed. Now we have multiple items left over, unopened in boxes that were obviously never needed. I phoned up to ask for a refund for the unused items (as far as I can see they are generic items, not bespoke to us/our kitchen) and was told immediately that "it's in your contract that we don't issue refunds or accept returns"! I had 3 designers and 2/3 home visits to measure up - I fully believe Wren should have known what items I needed or not! But apparently "I'm responsible to get a third party to check this". Wren fitter choice didn't turn up, so we had to find our own fitter, which meant the start date was later than we had planned, so the kitchen was sitting in boxes a few weeks before we could even start. I now have over £200 of materials I do not need, which Wren refuse to even enter into conversations about. Hiding behind the T&Cs of the contract, which I think is terrible customer service. I've spent just shy of £8k you'd think they have some sort of customer care. Very disappointed and upset that this has occurred as the fitting of the kitchen actually went very smoothly (which was not expected from all the stories I had heard!)

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Wren Kitchens | 16/06/2017 15:57 | VERIFIED

Hi Cheryl, Thank you for your details. I have forwarded your comments on to our Customer Care management team and asked that they investigate. You will be contacted directly in due course. Regards, Adam


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