Wren Kitchens

From the first visit to design our kitchen in the Worthing showroom, through to: installation fitter's visit, teams that: dismantled old kitchen, delivery, installation, electrical and plumbing, waste collection, granite countertops template and fitting, install of composite sink, Wren's communication (email & telephone) from day 1 was above my expectations. Impressed with every 'trade person' and Teams. Highly recommend their service.

Was misold got told kitchen will be completed within 5-10 days but it ended up taking 42 days too fit kitchen, was left days on end without any water or electricity, Had endless problems with extractor fan missing, wrong colour of panels... had ro wait fir items to be redelivered. Sent me wrong microwave, The wren approved kitchen fitter was awful messed around with my water pipe, which i had to spend extra £1600 to repair. Extra damage to my floor and ceilings which was not repaired just covered up with panelling. Wren approved fitter was rude and ignorant fitted me on in mainly weekends the worst i went 10days without anyone turning up, the design team do not check on you once sale has gone through not once. Stay away salesmen will say anything for sale go to howdens instead my brother had lovely kitchen fitted from them

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

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.

From start to finish, we had a very positive experience. The kitchen looks amazing. Very happy with the finished result. Would highly recommend. My daughter has also ordered her new kitchen from Wren.

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

The design service was exceptional, Shaun at the Exeter Branch was innovative and considerate of our needs.
Delivery was prompt and efficient. Build quality superb, it went together quickly and easily, with exceptional instructions.
Couple of minor issues, rectified promptly by customer service with speedy delivery of parts.
All round, an excellent experience.

Phoned with 1 measurement issue, and 1 missed part. Both issues resolved without fuss and very speedy replacement.

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.

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.

Great service from booking an appointment to receiving our delivery, our salesperson was there for us even after whenever we needed him!

We are very pleased with our kitchen
We have had an issue with water pressure on the new taps, which was not explained very well by the site surveyor.
Better packaging on the units for delivery would save Wren money on damaged units being replaced with the kitchen fitter having to return and ultimately save us the customer money on the kitchen cost.

We don't usually like sales people but the person we dealt with was so laid back and designed the kitchen perfectly. It didn't even feel like a sale. The quality of the kitchen is brilliant. We were looking at other places before here but found ourselves so impressed by wren that we had to have that one!

We absolutely love our kitchen. Our contact at Wren took a lot of time to ensure everything was perfect for us. We had a few iterations of the kitchen and she did these with no issues.

Really enjoyed the process of designing. Our budget was kept as a priority the whole time. Delivery was excellent. We are thrilled with the product and any issues have been very quickly resolved.

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.

Very easy to buy from. Helpful staff, from start to finish. Great that you can pay with interest-free finance as well

Really good customer service from the time I walked into the showroom to the completion of my kitchen. Wren kept me informed at every step.

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A very knowledgeable member of staff was very helpful in designing our new kitchen. The fitting all went like a dream. Love the quality. We love the revamp. Lots of extra space and it looks fabulous.

Really helpful, great choice no rush to choose.
Materials good quality.