Wren Kitchens - Tunbridge Wells Anmeldelser 9

All kitchen trims delivered in the wrong colours.
Also wrong length worktop. 3 weeks waiting for the trims and worktop. Living in a house with 2 small children and no kitchen as nothing can be completed.

15 May Update
So since my last update on 28 April, I am STILL NO FURTHER ALONG. There been further attempts at delivery. The recent one they lost the unit, then they found it and sent it to us, but it turned out to be a left hand unit instead of RH. It was then supposed to be delivered today 15 May, but Just found out it’s more likely to be 22nd. So at the moment it’s looking like 2 months from start of job (assuming no further hiccups !! ), with NO water or hob. We’re both pensioners, my husband has heart problems and RA and we’re struggling to fill a kettle from the toilet. I did complain to the CEO Mark Pullan on 28 April and he hasn’t bothered to reply. Sums it all up really.

28/4/26
Update to response below.

So waited in again today expecting delivery, and just found out they have lost it. This is the 3rd non delivery. 1st one just didn't show up, 2nd one said they had run out of hours on their way to us, and 3rd one, they've lost the delivery !! So once again I will have to put back my builder planned for tomorrow and rearrange the worktop fitting whenever that will be.
Oh, and by the way no one has called me Callum, but I'm not surprised !

27/4/26
Update to Wrens response below:

Hi Callum
You must have misread my review as it is still ongoing. I hope it will be resolved by the end of this week as I am told delivery will now be tomorrow and installation Wed / Thurs.

I will keep you updated if there are any further delays, I hope there will not be.

Regards
Ann

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Not happy at all with Wrens. Bought a £20K kitchen which I had to pay upfront, and then I was on my own. It’s been nearly a month now and still waiting on delivery of missing parts before the worktop can be fitted. During that time we’ve had no hob or sink (or oven for the first week) and still no confirmation of when it will be finished. I’ve had to chase deliver and installation, it seems they all work in silos, no one seems to know what the other is doing. I’ve had deliveries not turning up without informing me. Then turning up another day without notice. One delivery just called to say he had driven too many hours and was going back to the depot. Each of these failed deliveries meant I had to put back the worktop installation and then try to get the builder to rearrange his schedule to install the units before the worktop, which is a nightmare. My son is having his kitchen done at the same time, he went to Howdens and has had no trouble at all. I only went to Wrens because I didn’t want to have to find a builder. As it happens the builder is great, it’s their only saving grace.

It's two months to the day since Wren-appointed kitchen fitters started fitting my kitchen. It's not finished yet, and I have had no end of issues and I am still left with:
- Scratched hob (no sign of replacement)
- Rattling extractor (manufacturer tells me it's a fitting issue)
- Damaged drawer bottom
- Damaged cupboard doors
- Uneven door handles (fitter did not use the jig that I assume I paid for - despite my asking)
- Rattling plumbing every time we use the tap and dishwasher (Wren offered to send a plumber to check it but no sign of anyone. Pipes should have been anchored to the wall with a simple & cheap plastic bracket. Eventually they will work loose and flood my house.)
- Cupboard shelf cut too short (fitter laughed & said the saw slipped when I pointed this out to him, then told me to order another one)
- Sink not sealed around work surface properly (black lines starting to form already)
- Badly-fitted filler panels above cupboards
- Panel fitted with two screws only - moves when touched

I have lost all faith in the fitter and have repeatedly asked Wren to send someone from Wren to check the quality of the fit. (I believe the installation manager for my area is Mike.) This request has been ignored.

I asked Wren not to send the same fitter to my house - too many problems and bad attitude (at one point he said "Wren don't care" when I questioned the workmanship.) Nobody has been in touch, and what's worse, Wren tried to get the original fitter to repair one of his mistakes - after I asked that he is never to come to my house again. (They get paid for repairs and so there is zero incentive to get it right first time.)
I have replacement parts (but no cooker hob) decorating my hallway. They are quite happy to send all the parts you want but there is nobody to fit them.
It takes Wren two or three days to return calls/emails (if they bother to return them at all). The installation warranty people just pay lip service, I go away, don't hear anything more. Instead of dealing with the whole installation, the issues I've raised are being treated as individual items (is my perception).

As soon as we signed the contracts the showroom staff cannot do anything at all. Even if you stand in the showroom in tears of frustration. It's not a good look to have a crying middle aged woman in the shop, so they just send an email and nothing happens.

If you're still thinking of buying from Wren, don't take the dishwasher offer. Our AEG dishwasher is a piece of junk compared with our previous 10 year old Bosch.

From the outset, our designer, Marius, was excellent. He listened and was responsive to our wish list, making helpful and interesting suggestions regarding layout and appliances. He ensured that I felt confident throughout the design process and was supportive, both face to face and via email communication. I cannot rate his professionalism highly enough. Our fitted kitchen and utility area are stunning! The quality of the units, the efficiency of the worktop fitting and the calm efficiency of Marius throughout, made our kitchen planning effortless. We have used other, often bespoke, kitchen designers before this and non have matched Wren's sustained care. Thank you, Marius, for helping to bring our vision to life.

Ordering was smooth process, of course it was! Then it all unravels... "surveyor" comes, all he does is measure the room, which we had already done. Then the wardrobe is designed on the wrong wall. New design made with no input from us. Then the reams of paperwork start, sign this charter, then another... Informed Dec delivery, told last minute now mid-January. Fitting, over £1500 to fit (found local carpenter for £300)!! You can get a joiner to make the whole wardrobe for not much more. The instructions are not bespoke to your design so you have to decipher about 10 PDFs. Delivery - wrong doors, shelves and extra trimming. Then Clearbee turn up to remove the excess and it goes straight in the bin, Wren don't want it back which shows the profit margins they are working to. Now waiting for new doors and has cost us another days fitting so we are out of pocket. Nothing cut to length despite being a 'bespoke' wardrobe... The waste from an environment perspective is shocking. If you want a pretty standard carcass style wardrobe go to IKEA, it's pretty much the same crap standard. Or for less get a joiner in and build your own, I wish we had.

Wren have been great. We had a little issue due to our large beam and I spoke to Joanne in customer services and she was so helpful, and ordered a new item which we will get next week.

Kitchen is almost finished and it’s looking great, I can throughly recommend the infinity range.

Terrible after sales and customer service. I was sold a ‘ plug in and play’ hob. They said you would be able to use two of the hobs on full power and two of the hobs on half power at any one time. This turned out to be false. After spending money and time on getting the hob checked for faults (it wasn’t faulty) I found out that it’s only capable of having one hob on at a time. I rang customer services to see how they could help me rectify the situation. They agreed they would replace it with an alternative at cost price. They got back to me with a quote that is £100 more than the same model on other companies websites. When I try to communicate with them, they pass the buck, are slow to communicate. You can be waiting for a reply for weeks. This issue has been ongoing for a month and still hasn’t been resolved. I give up with them.

**Extremely Disappointed – Poor Quality Control and Inadequate Aftercare from Wren Kitchens**

I recently purchased a Wren kitchen from Tonbridge in Kent, for our new home at a cost exceeding £13,500, with the expectation that the product and service would reflect the premium price point. Regrettably, this has not been the case.

While delivery was prompt, upon inspection, we discovered multiple quality issues: one base unit arrived warped and unusable, more than seven doors had visible scratches, dents, or imperfections, and the breakfast bar panel was deeply scratched. These are not minor cosmetic issues—they are manufacturing defects that should have been identified before dispatch.

The problems did not end there. The AEG oven recommended by Wren failed to function on installation, and just weeks later, the matching microwave oven has developed a loud rattling noise when in use.

Despite involving a Wren-recognised installer (who has extensive experience fitting their kitchens), we’ve been forced to cover an additional three days of labour costs (£900) due to delays caused by staggered replacements and faulty items arriving at different times.

Customer service has been disappointing. Although the kitchen designer has been courteous and apologetic throughout, their role is limited. I spoke with a representative named Molly, who assured me I would receive an email to submit a full list of issues—but that email never arrived, and no further contact was made. This lack of follow-up demonstrates a clear breakdown in aftersales care.

Having now reviewed other customer feedback on this platform, it is evident that these experiences are not isolated. Under the Consumer Rights Act 2015, customers are entitled to goods that are of satisfactory quality, fit for purpose, and as described. Wren Kitchens has fallen significantly short of these legal obligations.

This has been an unnecessarily stressful process, and sadly, my wife and I now regret choosing Wren. I would urge anyone considering a kitchen from this company to proceed with caution, and to thoroughly research both product reviews and customer service feedback before making such a substantial investment.

I will update this review on a weekly basis until I'm satisfied with the their response.

Order Number: 46982603

The worst most unprofessional experience I could have imagined.
We will avoid and encourage others to do so.. Post installation support / resolution team is non-existent.. and to make matters worse, you’re unable to raise complaints until such time as you’re forced to sign off the installation.. Crooks.