Wren Kitchens

3.00 stars

314 Reviews

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Simon's complaint against Wren Kitchens

Simon Goodyear

09/02/2018

Designer at fault

Complaint against Wren Kitchens

Wren designed my kitchen but I had my own fitters. The designer came out twice to check measurements and I told Wren I was using my own appliances except a fridge freezer and hood, which I bought from them. My full-sized dishwasher (600mm) was a year old but when my fitter came to re-install it half-way through the refitt he tells me it won’t fit as Wren have allowed for a 450mm dishwasher, knowing full well I wanted to use my existing appliance. A complaint went in, first to the store, then to Customer Service, then direct to the MD - and Twitter posts but they weren’t even answered. The email to the M.D. got passed to hi PA, who passed it to the complaints dept. The 48 hour response time passed without reply so I chased it and a few hours later I got a reply - exactly the same response as I got from the store and the Customer Service Department. Basically, Wren take no responsibility for design faults when external fitters are used - it’s upto the customer to check sizes and design is correct. No consideration was given to the fact I had to buy a new 450mm dishwasher half way through fitting the kitchen due to the incorrect design. And the inconvenience of trying to sell my old dishwasher. To say I’m not happy is an understatement and the responses from Customer Services were shocking - dismissing my claims outright! Wren hark on to the T&Cs - I thought the customer is always right? So, I will pursue my claim - it was Wren’s fault I had to pay for a new dishwasher- even though my 1-year old dishwasher was going to be used.

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