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Kevin's complaint against Wren Kitchens
Sold a dream, delivered a nightmare
Complaint against Wren Kitchens
Whole painful Wren/JRotherham process took from 10th March to 13th August from initial design to completed installation. This included a period of 9wks with no kitchen at all. We are still left with snagging issues that we're engaging private tradesman to resolve. The effort required on our part to get it done in even this ridiculous timescale was incredible. I must have made contact with Wren in frustration on 50+ occasions (mix of phone and email) to try and drive our dream kitchen forward. Awful considering we did all the major fabrication works ourselves in 10 days on April, to leave Wren the simple job of fitting. The constant management of Wren takes a big toll on your patience when you believe you're buying a professional supplier managed package. Issues have included: - basic design mistakes - inability to confirm installation date (over a month of no comms at all in our case) - dysfunctional chain of communication between design and installation arms of the business - reluctance to breakdown estimates for supplementaries - missing design paperwork - delivery slips - incorrect items delivered (units wrong size, items missing, duplicated appliance deliveries etc) - failure to install against design (leading to electrical rework) - untidy installation practices (lack of respect to clients units and appliances, we had to do major clean up after each visit) - hidden waste removal costs - very poor worktop templating process - poor worktop fitting (plaster damage, drawers glued shut), etc. - Wren commencing finance payments before kitchen complete (despite assurances this would not happen) With regard to their 5wk period of no comms between paying and fitting, only 2 heated phone threats to pull out got us anywhere at all in terms of getting an installation date. Unreal level of indifference once payment made. Don't get me wrong, the sales showroom is polite, accommodating, convincing and slick. You have no clue of how poor their follow on processes are going to be. After design and deposit phase, behind the scenes they are incredibly poor, causing high level of stress and frustration in our case. We had to chase and problem solve every step of the way for months. Showroom bosses moan about fitters, fitters moan about the showroom suits and software boys. Worktop makers moan about all of them, when they themselves wouldn't engage with queries. It really is like dealing with 3 seperate companies (design, installation, worktop fit) that don't get on. They won't speak to each other so be prepared to act as conduit on all of the many many issues. I wouldn't recommend any of the stakeholders as together they have spent 5 months slowly ruining our expensive dream, and it still isn't complete as we've already paid external tradesmen to correct cosmetic wall damage and plumbing issues. Sold a dream, delivered a nightmare. Consider any option but Wren.
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