Wren Kitchens Reviews 

We are finally pleased with our finished kitchen, but unfortunately the experience of getting there was extremely poor.

We originally bought a Wren supplied-and-installed kitchen, with work due to start on 29 June and the kitchen scheduled to be fully completed by 24 July.

Just 11 days before work was due to start, we discovered that our fitter was no longer working for Wren. Wren was unable to provide another fitter who could undertake all the work we had organised through them, so to prevent the project collapsing we reluctantly changed to supply-only and retained the original fitter independently.

From that point, every part of the renovation outside Wren went to plan — plumbing, electrics, plastering, flooring and fitting were all completed or worked around as scheduled. Unfortunately, the Wren supply became the problem.

The first delivery failed because Wren sent an 18-tonne lorry that couldn’t appropriately access/park at the property. When the kitchen was eventually delivered, the cabinets were piled into our garage and a significant proportion of the kitchen was subsequently found to be damaged.

Our experienced fitter described it as the worst level of damage he had seen on a Wren delivery.

One standard 1000mm drawer carcass was particularly important because the base units couldn’t be completed without it and our worktops therefore couldn’t be templated. We repeatedly explained that getting this single carcass to us within four days would save the entire programme. We were happy to accept it flat-packed and didn’t need doors. Wren simply couldn’t make it happen.

That one failure meant the worktop templating appointment was lost and the knock-on effect was weeks rather than days.

What followed was an extraordinary replacement and delivery process. Between 29 June and 17 August there were seven Wren delivery-related events.

Some of what we witnessed during those deliveries was concerning. On one occasion, the delivery team had to unload another customer’s kitchen at the roadside to reach ours. On another, staff were having to move and climb across other customers’ cabinets trying to locate our products. Even one of our final deliveries was incomplete because Wren couldn’t locate a door and associated items, requiring yet another delivery.

It is difficult to understand how this approach doesn’t contribute to further damaged kitchens, unnecessary replacement products, waste and additional transport.

The replacement process wasn’t much better. Wren repeatedly told us how easy it was to order replacements through its app, but we found that individual components we actually needed weren’t always selectable. At one point I spent 1 hour 10 minutes waiting on the telephone because I couldn’t order the required parts through the app.

The amount of administration this created was enormous. We effectively ended up project-managing Wren’s problems ourselves: photographing and identifying damage, working out replacement components, repeatedly contacting Customer Care and the showroom, coordinating our fitter and trades, rearranging deliveries, rearranging worktop templating and fitting, and documenting everything when further problems occurred.

Multiple deliveries also meant repeatedly arranging for someone to be at home and taking time away from work.

The practical impact on our family was significant too. We spent much of the summer holidays without a completed kitchen, had to rely on bottled water, camping gas and the BBQ, ate out more frequently and ultimately had to cancel a family birthday party that was supposed to be held at our home at the end of August.

Our kitchen was supposed to be completed on 24 July.

It was finally completed on 1 September.

I should say that the individual Customer Care staff we dealt with were generally polite, and we are pleased with the kitchen now that it is finally finished. My criticism is much more about Wren’s systems, logistics and ability to recover when something goes seriously wrong.

Unfortunately, the complaint process hasn’t changed that view. We have been unable to agree an appropriate resolution with Wren and have now been directed to the Furniture & Home Improvement Ombudsman.

For such a large kitchen company, I expected far better coordination, delivery control and ownership when problems occurred. The finished product may be good, but based on our experience, the journey to get there was nowhere near the standard I would expect.

Quick appointment time and our surveyor
Olumide arrived on time and was clear and thorough about the survey.

G Newbury was fantastic! Very friendly and knowledgeable. Great with our dogs too! Thank you 😊

As it stands we have still have half a kitchen. Our first installer decided he couldn't finish the job. We were then assigned a second installer. They have just recently advised they can't do the work either. In between all this mess we have experienced missing products , damaged products and the worst of communication. It would be laughable if it wasn't so serious and my house is a complete building site since July. I don't think they even realise the stress of having no flooring or kitchen table causes. Our beautiful house is like living in a ruin. They have barely acknowledged any of my several complaints. Please Wren don't come on here with your generic apologies as they mean absolutely nothing to me. I've heard them for months. I expect direct action and treating people as human beings above an apology

Without a doubt wren are the most diabolical scam company we have ever had the displeasure of dealing with. Interested in nothing but a quick sale and their fitters appear to be any random pulled off the streets. We’ve been waiting since 8th of June now to have our kitchen finished, our fitter subbed out the work, turned up whenever he fancied and has now gone AWOL with my house keys. Workmanship has defects, and Wren have done NOTHING to rectify the situation, but have been more than happy to snatch their direct debit payment, despite my kitchen being incomplete. I am currently dealing with Michelle, the warranty advisor, who respectfully, is about as much use as a chocolate fire guard. Five weeks since we raised the complaint and she’s still ‘investigating’ and they haven’t even had the decency to send somebody to finish the work and rectify issues in the meantime. The 3 month delay has now meant I’ve had to cancel my tiler twice adding further issue for me to deal with. We are due to have a bathroom installation next month so as anyone can imagine I expected my kitchen to be fully finished perhaps 2 months ago, and here I am still dealing with it. AVOID AVOID AVOID this money grabbing company, shame on wren calling themselves experts in this field!

T moyo good work

We had our door replacements delivered very professionally by Mitchell & Toby. A phone call half an hour before and brought in respectfully.

Very professional experience with Wren home survey team. Gary Pearson was punctual, professional an courteous.

T Moyo very friendly and pleasant guy, who came to do survey on kitchen.

Ethan was amazing

Andrew and Lewis delivered our kitchen this morning. Friendly, good communication and very help. Fantastic job done by both 👍

Laura from Customer Service was very friendly and helpful when we spoke to her about our kitchen.

L. Albrow conducted a visit today to measure for new wardrobes. He arrived at the time stated following a call to let me know his expected arrival time. He was professional, polite and efficient.

We had the opportunity to work with Gavin Jepson twice. He did an amazing job taking care of our furniture and floor and gave us recommendations related to our future ideas.

Bode was super kind and gave us time to reflect in our ideas 🙌 Thank you!!

Samuel was very polite and understood our requirement for service parts as requested. I have every confidence that these will be sent out and delivered as advised.
Samuel was able to cancel an earlier order set up by one of his colleagues where the parts advised to be delivered were beyond those requested.

Survey carried out today by J Taylor was excellent on every level. Brilliant communication prior to visit. Was contacted several times with updates, which was greatly appreciated. Arrived bang on time. Friendly, efficient and very positive about the company. So I'm reassured I've made a good choice with Wren.

Ian was very thorough and did a great job. Explained everything and very helpful.

Mr Olumide Ogunfowora was punctual and telephoned me before his arrival. He was courteous and polite throughout his visit. He answered all my questions carefully, explained the total process meticulously and seemed to be very thorough in his work. A true professional and a great credit to Wrenkitchens.

Such a shame I was going to leave a 5 star review but had 2 cupboard doors which was not “soft closing” and getting caught when closing, customer care seemed brilliant and was going to sort it asap, 6-8 weeks later now not replying and choosing to ignore me! What a shame my experience flipped on its head and went from a 5 too 1 star so quickly

Professional, polite and hassle free experience. Returning customer