Wren Kitchens

3.00 stars

308 Reviews

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David's complaint against Wren Kitchens

David Mwanaka

07/10/2015

[LAPSED] Wren kitchen repeatedly fails to fit kitchen we bought from company

Complaint against Wren Kitchens

My wife and I bought a kitchen early this year from Wren Kitchens in Thurrock Essex. The kitchen was meant to the fitted on 27 April 2015 but up to now it has not been fitted. After paying for the kitchen we were advised a fitter would come to measure our existing kitchen. A fitter telephoned us twice to make an appointment but in both occasions never turned up He did not even call to explain why he did not turn up. The third time he called we told him we were fed up and did not know if at all he was coming or just wasting our time again. We then drove to the Essex branch where we bought the kitchen from and demanded our money back since the kitchen had not been measured or ordered. The store manager apologised and offered us a 10% discount instead of a refund. We accepted the deal. After accepting the deal the company actually did not refund us until after several threatening letters. We eventually got the refund in September. The manager then arranged a fitter to come and measure the kitchen on 05/05/15. A fitter came and measured the kitchen and we had a new delivery date and that was 20 June. The delivery date was later changed to 30 June. When we thought the drama was over the fitter then called and told us his father was in hospital so he could not fit kitchen. We waited expecting a call from the company with a new fitting day but never got the call. After we got no word from the company we went back to the branch we bought the kitchen from. The manager on duty that day told us that she was not aware that the kitchen was not fitted as their fitter did not tell them. Again we demanded our money back but the company refused on the grounds that we had already ordered the kitchen though on one hand they could not fit. The lady manager in the store promised us that the company HQ would phone us and apologise and possibly work our something but we never got a call from the company She never called us either. Instead we had two calls from a fitter to fit kitchen on Monday 20 July or on a later day. We explained to the fitter that we were expecting a call from his company and not him. Apparently we were not available on the two days he wanted to come and start the job neither are we available till end of December. That would imply going through Christmas without a kitchen. Having said that, the kitchen panels supplied by the company were dangerously dumped in our dining room. We have children in the house who have been living in constant fear of going anywhere near the dining room as a panel almost fell on my daughter. My mother in law survived being hit by another falling panel. I have written the company many times explaining that the panels are blocking the back door exit and are dangerous but the company does not even want to mention the problem in their responses. At one point the company even blamed us for the kitchen not being fitted then retreated but still take no action. What annoys us most is that we told the company the kitchen had to be fitted well before June as my wife wanted to host my 50th birthday party in mid-June. Besides, we told Wren we were not available for the kitchen to be fitted the second half of the year. Although we have written several letters to the company explaining that we are not available till end of December, the company on the other hand continually insist we give them a fitting date. What we want from the company now is our money back as the company failed to fit the kitchen within a reasonable time and we are not available for any fitting to take place this year.

  • supporters 0

Lapsed. David has not responded in 90 days

  • Comments (21)

Wren Kitchens | | VERIFIED

You have had lengthy correspondence from our customer query team who have provided a series of ways to resolve this matter amicably. All kitchens are not put in production until full balances are settled and once this took place a delivery date was settled and the kitchen arrived. All documentation was signed via yourselves and therefore we are sorry that you now wish to break this contract.

Wren Kitchens | | VERIFIED

Regrettably, the installers father was dying and this is not something that Wren Kitchens could have foreseen; a new installer was found swiftly and when arranging to start via a phone call, you declined this time and time again.

Wren Kitchens | | VERIFIED

The kitchen has been delivered and therefore accepted by yourselves and we shall not be in a position to remove the kitchen from your premises nor refund the cost of it. All kitchens are made to order once paid for and a legal contract has been agreed upon. We ask that you provide suitable dates to commence the installation and we will try and accommodate any reasonable requests, or accept that we can refund the installation or we await your stated legal proceedings. Kind Regards Wren Kitchens

David Mwanaka | | VERIFIED

Wren failed to supply @ fit. We demanded our money back. Wren conned us by offering 10% discount. Installer’s father fell ill. He did not inform co. It was us who told Wren job was not done. New installer called twice & imposed two possible days. I informed Wren we were not available anymore. I even offered proof of our unavailability.Wren failed to fit kitchen within agreed time & we are not available to have the kitchen fitted for some time. Kitchen panels now posing danger in house with kids

Wren Kitchens | | VERIFIED

Dear Mr Mwanaka We do have to regrettably disagree with the statements. You stated you wished to cancel and we offered a 10% incentive to not do so and that was accepted by yourself. What happened following this event was completely unforeseen by anybody and the installer appointed to start the installation had a bereavement as his father passed away. We managed to accommodate another installer who contacted yourself within 48 hours to attend and this was declined. The products were delivered

Wren Kitchens | | VERIFIED

to you and then not installed due to the refusal to allow this to take place. We have stated that this can be installed to suit dates you are available and also provided you with contact details for the Furniture Ombudsman who are impartial to Wren Kitchens. Kind Regards Wren kitchens

David Mwanaka | | VERIFIED

Facts are, we wanted to cancel because Wren had repeatedly failed to deliver. Wren then offered us 10% discount & we agreed then kitchen was delivered. Another installer was assigned but did not turn up as his father was taken ill. He did not inform Wren. After no word from Wren we went back to claim our money. Wren then bullied us by imposing two installation dates when we were not available. I offered to show proof of our unavailability but was told by Wren it was not necessary.

David Mwanaka | | VERIFIED

New date was not in 48 hrs as Wren states. This is the exact reply from Wren on 26/08/15. “The new fitter booked in at a later time to start the work after 20.067.15” Contrary to the picture Wren is painting today, below is part of the reply we received on the same day, “We understand the frustration at the lack of suitable responses from your account manager and the lack of communication given from all at Wren and we do apologise for this matter” We never refused company to install kitchen.

David Mwanaka | | VERIFIED

Wren failed to install kitchen to a point when we’re not available till 01/01/16 & we have the proof. We got to this stage as a result of the Wren’s failure to install kitchen way back in April. By any standards that’s pathetic. Furthermore the kitchen panels are a hazard in our house and have twice almost caused accidents and Wren never mentions that. It appears Wren is more than willing to fleece members of the public then fail to deliver & also deny any wrong doing.

Wren Kitchens | | VERIFIED

Dear Mr Mwanaka It has become clear that we are not going to reach an amicable resolution. The installers fathers health was not something that any business could realistically predict and so a further fitter was appointed as soon as possible. We have provided a ombudsman contact and we will await their response on this matter going forward. Kind regards Wren Kitchens

David Mwanaka | | VERIFIED

It's pointless continuously lie about installer's father because I have clearly stated in all my correspondence that he didn't notify you that job was not done and it's us who walked into the Thurrock branch and told the manager that job was not done. That is why we demanded our money back. I hope you will not continue with the same lie.

David Mwanaka | | VERIFIED

Furthermore if your company fails to install kitchen during agreed time (April) due to your incompetence then customer is not available for installation anymore whose fault is it? Lastly the kitchen panels are dangerously sitting in our dining room and have twice almost caused serious accidents.

Wren Kitchens | | VERIFIED

Dear Mr Mwanaka No lies have occurred regarding the installers father and we take this accusation very seriously and should this continue this is libellous. We have offered to install the products when you state you are available. As stated, a new installer contacted you very swiftly to arrange a date to start and all dates were declined. As advised, no full refunds are permitted. We are sorry that there is a disagreement and therefore we do recommend that you contact the Furniture

Wren Kitchens | | VERIFIED

Ombudsman as they are not connected with Wren Kitchens and will act as a mediator between the two parties and provide an impartial way of looking at this. Kind Regards Wren Kitchens

David Mwanaka | | VERIFIED

You suggested that no lies occurred regarding the installer’s father and yet I stated from the beginning that installer called us and told us that his father was not well. I also stated that installer did not notify your company because when we went to your Thurrock branch to claim our money back the lady manager said she was not aware that installer had not done job. In all your correspondence there is nowhere you have even disputed the fact that installer did't notify you that job was not done

David Mwanaka | | VERIFIED

It’s us who went to your branch in Thurrock and it was from there that a new installer was assigned and he called us twice. It is very true we declined the dates we were given because we were not available. I therefore repeat, you have been lying and twisting the truth. It is shameful that a kitchen that was supposed to be installed in April is sitting dangerously in our dining room. Lastly I will go to the Ombudsman when I want to but for now tell the truth.

Wren Kitchens | | VERIFIED

Dear Mr Mwanaka Respectfully, we have tried to resolve this issue amicably and we have realised that regrettably on this occasion this will not be possible. The fact of who told who is irrelevant in this case and the situation remains that the installers father was dying and we could not forsee this, we have offered that we can to you and have been met with refusals at each attempt. We will await the Ombudsman contact as we have stated our final response on this matter. Wren Kitchens

David Mwanaka | | VERIFIED

Like everyone else we don’t wish to be lied to. You're taking advantage of the fact that the installer’s father was taken ill and you want to cover up your inefficiency. We are well aware of that sad event and we mentioned it in all our correspondence. That is not the problem and you know it. You go on to suggest that “the fact of who said what is irrelevant.” Of all things how can facts be irrelevant or who told who what be irrelevant? One can only assume it’s irrelevant to a dodgy company.

David Mwanaka | | VERIFIED

If you want to hear a story you need to know who side what to who. In your reply you suggested that you swiftly acted when the installer’s father was taken ill. Facts are, kitchen was supposed to be delivered on 30 June and on 20 July we went to your Essex Branch to demand our money back. You were not even aware of kitchen not having been installed. What a “swift action”. Facts are Wren offers a shameful rubbish service.

David Mwanaka | | VERIFIED

Finally, your staff is very rude and unprofessional, not mentioning the chain of lies you keep telling.

Wren Kitchens | | VERIFIED

Dear Mr Mwanaka We have offered you a refund of the installation of the kitchen so that you can get this installed personally, we have offered alternative installation start dates to suit your needs. A contract for the products was signed for and you have accepted the products that were made for yourself. We will not be able to meet your requests and therefore as stated you will need to seek external advice via the Ombudsman.
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