Wren Kitchens - Southampton Anmeldelser 34

Colin phoned me before he arrived to give me a more exact time than the booking, and he was polite and helpful, answering fully any queries I had

Colin was a lovely friendly person helpful to my questions great service

Clear on when coming, arrived at correct time with notice on way. Quick and efficient everything explained

Excellent professional and very polite and friendly person.

Colin came exactly on time, just after 1, and very quickly surveyed my bedroom. He was polite and friendly and even my cat liked meeting him.
Thank you.

Order 49057601: We were well informed about the delivery date and time, the drivers Keifer and Dean, were punctual, efficient and very helpful

Really polite and got the work done quickly. Very helpful.

Colin was great. Very helpful and freindly!

Order number 48778798. Fantastic service from Jamie and Joshua. We had limited space to store our kitchen waiting for our fitters but Jamie and Joshua squeezed most of the items into our dinning room with longer items in our garage. They were both extremely polite and helpful. They called 20 mins before the delivery. Covered the door with a protective cover and gently placed everything in it storage location. Cannot thank them enough for their help

The measuring of our kitchen was quick, easy and efficient! Colin was friendly and extremely helpful.

The designing was easy as technology now is so advanced. The service in store I’d probably give 3 stars. The excellent customer service really started from delivery, the guys were on time, called , polite and helpful. Stuck by health and safety rules even though I said no hard hat or floor cover needed. I had to call customer services as one worktop was not colour ordered , however they were incredibly helpful, couldn’t have done more. I received the new one 3 days later. Once my fitter (research suggested use my own) had begun fitting it we realised one set of pipes had not been accounted for, again I called customer services and another new depth worktop arrived 3 days later. Each time delivery from Wren is seamless. I can’t fault them personally and the fitter said it was good quality and additional bits like spare edging, colour pen for future if scratched are all nice touches. But overall I’m happy.
YODEL service for one delivery was shocking but Wren were great and sent a replacement.
My mum has just ordered her new kitchen as my experience so good- she said the same , customer service from visit, measure visit and design was excellent!!

A great service from Colin W, he was professional and kind.
Thank you

Colin W was very friendly, and took time to understand what we wanted. He was efficient, and answered all of our questions.

My recent experience with Wren leaves me unable to recommend this company. Although not terrible I feel that the main reason for this is due to poor communication. When I initially visited the Southampton showroom the appointment went well and I decided to go ahead with having a set of built in wardrobes replaced in two different rooms (2 sets total.) However after this point things seemed to go a little downhill. There was a misunderstanding with regards to the date of the second appointment which had been mistakenly diarised for a date which I couldn’t attend. Although rectified this should have been a bit or a red flag to me. I was also informed early on in the process that my installer would reach out to me to discuss the project - implying that this would happen shortly, but after having sent several follow up e-mails I was told that the installer originally allocated to me was no longer working for the company and that a new installer had been assigned and that he would get in contact. As I still had not heard anything from the installer I followed up again with Wren and was then told “Usually with bedrooms they do not contact the client its just arranged through the designer.”
This was totally contradictory to what I was originally told and again I was not impressed with the mis-communication.

I have no complaints with regards to the delivery part of the process. The delivery team were excellent; the communication was clear; they also arrived on time and were very helpful. They also managed to place the entire order in my garage and even separated it into two piles which had been marked with coloured tags so the installer could recognise which room each box related to.

However, on the actual installation day, when the installer arrived, he stated that he was not aware that he would be removing a row of the built-in wardrobes in one of the rooms. The wardrobes in question were in a L shape formation; the plan was to remove all the wardrobes but only replace the set on the shortest wall. I indicated that this was always the plan, but he stated that this would cost extra. I rang Wren to query this as it seemed ridiculous especially as one of the old wardrobes was a corner wardrobe so installing the new wardrobes would not be possible unless you removed this. I rang Wren to query further and the designer informed me they would speak to their manager and get back to me. They never got back to me. Left over a barrel I had to either decide to pay the extra or the installation would not go ahead. The installer worked really hard and I have no complaints with the quality of his work; it is just the additional costs which I really take issue with.
If fully removing all the existing wardrobes is not included as part of the installation cost then this is not clearly worded in the contract and this was certainly not explained to me.

I had also paid for the removal service of the old wardrobes but seeing as I had already incurred additional costs at the installation stage I had a sleepless night worrying about what exactly the removal service would take and if there would be any disputes at this stage as well. Luckily there weren’t and again this part of the service was very good.

When you complete any major project in your home you should feel pleased and excited, I however look at my new wardrobes and although they look great, I do have this underlying feeling that I have been had with regards to the additional costs incurred. I have already provided feedback directly to Wren but to date have not heard anything from them. In the future I am planning to have my kitchen replaced but based on this experience will not be using Wren.

I spoke to Nick in customer services a he handled my issues effectively, with a very good response, friendly and professional. Thank you
Debbie K

- We had been extremely clear throughout the design and booking process that we were looking to replace our old wardrobe with a new fitted one and were under the impression that we were paying for the full process of removal and installation. However when the subcontractor arrived, he was surprised to see the old unit still in place. I was then told that they had only been instructed and paid for an installation and that they weren't able to perform the work as we hadn't removed the old wardrobe, nor paid for removal. The subcontractor then left and I ended up calling them back and requesting the removal go ahead with ourselves covering the cost. The sale paperwork is extremely misleading as there are numerous references to us having paid for 'removal of waste' but also statements saying we should prepare the space. At no point in the process were we told we would be expected to remove our old wardrobe prior to the installers arriving. As of yet, we've not had any further communication regarding paying for this service (1 week post installation).
- Due to a late flag from our design consultant regarding a bottom drawer / skirting board clash, the installation guide for the subcontractor didn't contain the instructions regarding where the design change needed to go. This caused confusion for him and resulted in me having to explain the design to him. If I hadn't been at home, I dread to think what sort of mess we would've found installed.
- Linked to this was finding out that we would have 2 separate deliveries - thankfully we were around to accept both, but I don't feel this was particularly clear when we finalised everything and caused more frustration at the logistical questions raised with making sure someone was present for the delivery.
- We found it frustrating that the issue around the skirting boards was raised after we had agreed and paid for the original design when we came to the showroom. Not only did this cause confusion as stated above, but extra admin sorting out the additional payment required.
- We were also lead to believe that the rail position would be modular, given both myself and my wife fed back that the top height wouldn't be reachable for her. Yet there were no holes prepped for the rail whatsoever, which resulted in spending an hour ourselves completely reconfiguring the shelf/rail position on both sides of the wardrobe.
- These points highlight a significant design flaw - surely the design sent to the subcontractors should be the actual chosen final design, not something that is a near representation but needs tweaking, as this has just caused numerous problems on the day and afterwards.
- I was also then told that I had to book the waste collection myself via Wren, with the earliest collection being the following Tuesday resulting in a significant amount of waste will being left outside our property for 5 days.
- Having raised all of these points to our consultant on the morning after installation, we are yet to receive a response despite multiple attempts to call and being assured that colleagues were passing on our notes requesting a call back. Whilst the wardrobes themselves look great, the whole experience with Wren has been poor and we would not recommend them as a designer/installer.

Star's given for the delivery drivers Keifer and Dean. Overall frustration with Wren themselves for not offering fixed delivery dates at point of ordering but telling me it was an option available if I had paid for it once it was to late to book a delivery slot.

Other than the delivery dates issue the salesman Kai was brilliant.

In store designer helped us really well especially after we changed the design a few times but that’s when everything changed.
Decided to get a fitting quote & after the fitters initial visit & then being told a plumber & electrician would also have to visit so the extras ended up being more expensive than the whole kitchen installation so this immediately rang alarm bells. After doing some research I found identical quotes given to other wren customers on a facebook group for apparent required extras & these were nearly identical to the nearest pound.
Cancelled the wren fitters & found a local fitter who was a lot cheaper & when I gave him the extras list he couldn’t see how they were justifying the work or cost.
Day of delivery arrived & the delivery men spent more time putting out traffic cones & putting on hard hats & high vis than delivering the kitchen (it was a private drive with no other access), during delivery they damaged numerous units & other things in my house as a few times the fore mentioned hard hats kept falling off & getting in the way (funny to watch though).
Received a email to say congratulations your delivery was completed so as planned the kitchen fitter arrived but during the install pointed out there was trim missing & looking at the delivery email in the smallest of writing in the bottom in red text was a note saying no planned delivery date as not in stock, contacted customer service to be told they don’t supply it any more but it “should” be okay without it when I asked if they were being serious & am I being refunded for it I was told “do you really need a refund” well yes.
Kitchen designer called next day & cleared it up & required trim arrived 3 days later.
Then when the fitter was installing the integrated microwave & oven as to the design with both items fitted in the supplied unit it left with a 60mm gap at the top or bottom so back on the phone to customer service who said it was obviously installed wrong which it wasn’t as we weren’t making the size of the units up.
Supplied photos of the issue & photos of previous customers with the same issue from over a year ago & they agreed to supply a filler piece but now my kitchen fitter has to come out again to install this piece & Wren have said as a gesture of good will they are offering me £50 to pay for the fitter, on what planet is a kitchen fitter going to take £50 for sorting out there design error.
My current response is for them to send their own fitting team out & pay them the £50 direct and see what their fitter’s response is.

Fast delivery with no issues

I need to start by saying Southampton were brilliant - excellent service and the reason I decided to go with Wren.
The product and handling of ongoing issues however is awful.

It started by them delivering 2 walnut work tops and 1 marble - which the drivers hid behind everything else so it wasnt seen until after the left.
Upon calling for a replacement they made me video call with a system that has no volume and no speech text so you have no idea what on earth is going on- finally arranged a replacement - over 2 weeks later - and they dont pay for the fitter to return to fix it even though this is their issue.
Second issue- the walnut worktops do not sit together ie the pattern is completely disjointed making the worktops look awful and ruining the kitchen - another call, another voiceless video call - which they did refund for. however followed it up with a snotty email which said this is not standard and we have refunded as good will - followed by we are not refunding this- followed by we have posted a cheque. The email was rude disjointed.
third issue - some of the clips for the hinges are missing - you cant order these on the app, you also cant use the upload link on the apps contact page to add photos, so it'll be back to a voiceless video call in which you have no idea whats going on - baring in mind they regularly cut you off from these calls and you need to call back .
fourth issue- the plumping for the sink doesn't fit UK sinks it is for European plumbing - every sink is like it apparently and they don't listen to feedback when its given. So another day of more sink and more cost whilst one is sourced elsewhere.

I basically have a kitchen full of defects, with an extremely unfriendly process of trying to get it fixed.

I would not recommend Wren kitchens to anyone - showroom service brilliant actual kitchen - shocking and unacceptable for the amount of money spent.