Wren Kitchens - Aberdeen Avis 25

Hi Kieran,
I just wanted to take a moment to share some feedback following our recent kitchen purchase with Wren.
Overall, we have been really pleased with the experience and with the final result. The quality of the kitchen is excellent, and we are delighted with how everything has come together.
I also wanted to specifically acknowledge your support throughout the process. You were approachable, professional, and very helpful from the outset. Your guidance during the design and planning stages made a real difference, and you took the time to ensure everything met our needs and preferences.
Communication was clear throughout, and any queries we had were handled promptly and reassuringly, which helped the whole process run more smoothly.
Thank you again for your support we’re very happy with our new kitchen and wouldn’t hesitate to recommend Wren to others.

Kieran is a top class professional. Really helpful and knowledgeable, while being very pleasant to talk to. Would recommend speaking to him anytime you need assistance.

We recently purchased our new kitchen from the Aberdeen store and was more than impressed with Kieran. His service was outstanding and made the whole process so smooth and enjoyable.
He really took the time to listen and understand what exactly we were looking for to provide us with the perfect kitchen. He offed thoughtful suggestions without being too pushy. His knowledge and attention to detail was just what we needed, and he always made sure we felt confident with every decision. Nothing ever felt rushed, and he was always happy to answer questions or make adjustments until everything was just right.
He was so approachable and responsive. Keeping me updated at every stage and made sure everything ran smoothly.
The final design looks amazing, we’re so pleased with our it turned out.
Many thanks too Kieran

Went into Wren as my friend was purchasing a new kitchen - the professionalism shown by Kieran was second to none. It never felt rushed at any point, and being a tertiary part of the process as it wasn’t me making the purchase - it made me really reconsider getting a new one myself, for which I’ll absolutely be in touch with Kieran to do.

A true asset!

This is the second kitchen we have from Wren (different house) and as always service has been excellent . The installers had a slight problem and this was rectified immediately

Rob and John are excellent at there job . Great phone call before , arrived on time respected the property . Put protective covering down in hallway . Customer service excellent . Brilliant workers credit to your company

Boyd L visited our home to measure up the kitchen and bedroom. Boyd L was polite, professional and on time for our appointment. He contacted us the morning of our appointment to confirm the time and keep us updated on his arrival. Would highly recommend Boyd L for his professionalism, good communication and punctuality.

Excellent people
Very warm and cordial

Kept informed on actual delivery time.
The drivers Mateusz & Damian called ahead of the drop to advise exactly when to expect them.
All unloaded effortlessly with care & professional expertise.

Delivery received today and was excellent from Mateusz and Damian

My experience from Wren has been beyond my expectations from showroom to my home from kitchen designer to delivery they have kept me updated from the first day i sat down with my designer until today . The transport team Mateusz&Damian were very professional and called me prior to delivery time they took extra care when they delivered my kitchen and followed my instructions of where to be placed in my house they were very polite there are no damages to be found everything looks great and intact I cannot thank everyone enough i would recommend Wren to my friends. I only walked into Wren showroom to have a look i never expected to be buying a kitchen but I am very greatful and happy that I did

Quick, reliable delivery. Despite the terrible weather, the team handled everything with a smile and complete professionalism. The whole process was easy and stress‑free.

Delivery was on time, efficient and Damian and Mateusz were friendly. Very happy with overall experience, do delays or issues encountered.

We ordered a kitchen from this company and unfortunately the experience was extremely disappointing from start to finish.

A surveyor from the company visited our property, took all measurements, checked the layout and marked the position of all pipes. This information was then passed to the designer, who created the kitchen project. During our appointment, everything was explained to us clearly, we reviewed the design carefully and approved it. We agreed quickly due to an urgent move.
Due to the Christmas period, delivery took almost a month, which we accepted. The kitchen was delivered on the agreed date. We did not use the company’s installation service and arranged installation ourselves.
During installation, multiple serious issues became apparent. Several measurements were incorrect. The dishwasher could not be installed because a pipe was in the way — despite the fact that this had been measured and noted by the company. In addition, the tap blocked the window from opening.

When we contacted the company to resolve these issues, the response was extremely poor. They refused to take responsibility for their mistakes and showed no willingness to help. Regarding the dishwasher, we were told that we would simply have to live without one and that they could replace it with a basic drawer. No solution was offered for the tap issue either.

Almost a year later, the quality of the kitchen materials has already noticeably deteriorated.

I would strongly advise avoiding this company. If something goes wrong on their side, they will not help to resolve it. Very poor customer service, lack of accountability, and low-quality materials.

We bought our kitchen from Wren 10 years ago, so when it developed an issue with the coating lifting on a couple of the doors, I wasnt expecting much to be honest. However, I knew there was some sort of guarantee on quality so I dug out the paperwork and had a look on the website to see if we might be covered. It appeared we were so I sent them an email and fully expected nothing to happen. The following day I received an email from Wren asking for some details off the paperwork and some photographs. I sent those and again, expected an excuse, or oh this wear and tear, something like that. I was completely amazed when Customer service came back and said, no this shouldn't have happened, we will replace every door. Not only that, they sent a cheque to cover the cost of a joiner installing them. Fantastic customer service and we just sent a family member to Wren for their new kitchen. Couldnt have been any better.

We bought our dream kitchen from Aberdeen branch. Designer Geoff was fantastic and assured us getting fitted when we were on holiday was normal.
I reluctantly agreed and what a nightmare. We were at the time quoted that Alan was one of the most experienced fitters. That's a laugh.
He simply couldn't follow copy of plan agreed by ourselves with Geoff.
Sink wasn't attached properly at draining board bit. Left a gap. He thought this was funny when contacted, shelve in cupboard missing.

Allan fitter didn't complete job as per design,too many mistakes made.
This made our experience turn into a nightmare as trying to get things rectified as per what we paid for was horrendous experience.
Phoning customer service every day as Aberdeen office couldn't help although they took our money happily.
We ended up phoning customer service at our own expense daily being past from pillar to post always having to repeat ourselves. Thankfully the only person in Aberdeen who was able to help us with our frustration was Geoff who tried contacting customer service on our behalf.
Apparently he no longer works for Wren when we tried to contact him to help us again.
Fitter said handles were out in correct but on website and in Aberdeen showroom they were where we wanted them but why did we have to argue our case with everyone when everybody said we were right they were on wrong according to our drawings.
It was lack of communication from customer service and us having to chase instead of them chasing and keeping us informed.
We ended up waiting just over 9 weeks to get issues rectified. Thankfully Mark second installer was lovely and kept asking questions.
Microwave was sent wrong we ended up losing money as one original ordered was dearer than one we finally got.
We didn't take to Tommy Mitchell either as his lack of communication was appalling when all we were asking for was our kitchen to be as we paid for and agreed.
Definitely wouldn't recommend Wren as customer service when something goes wrong is shocking. No compensation offered either as we were stressed and very angry with service.
I would have thought we might have been offered some form of compensation due to stress and time levels it took to rectify issues. None was offered.
Annoying thing was we reported it day 2 after holidays.
Wren is certainly quick at taking full payment but maybe should rethink and take full payment once customers are fully satisfied with installation.

In the spring of 2023, we ordered a new Kitchen from Wrens Kitchens Kittybrewster Retail Park Aberdeen. Wren Kitchens organised the installation of the Kitchen which took place week beginning 12th June. As we are retired, we remained on the premises but tried to stay out of the installer’s way. We did try to strike up a rapport but he made no attempt to be civil and his demeanour was monosyllabic "off-hand" and rude. We felt our presence was resented in our own home.

The installer was more concerned with finishing the job quickly than the quality of his work! We were glad to see the back of him; but discovered after he left that there were several cupboard doors / drawer fronts that had substantial paint flaws that he should have rejected. In addition, one drawer was left full of screws, nuts and bolts and when we emptied it there was a substantial damaged area. We were appalled!

We were left to organise the replacements for all this; two replacements sent, also had to be replaced as they were substandard. It took us almost two months to get these parts replaced and refitted. We refused to have the original installer back and insisted another installer did the work. We also wrote to Wrens Kitchens to complain about the attitude and workmanship of the original installer but never even received an acknowledgement.

In April 2024 our integral dishwasher door was making a horrendous noise when it was being opened and closed. We contacted Wren's and sent them photographs as requested. On 24th April they sent an installer to look at the problem and he stated that the dishwasher had not been correctly installed. He said that it would require a great deal of work to put right and he did not want to do it. In spite of continuing telephone calls and emails to Wren - nothing happened.

Eventually, on 1st July 2024 a second installer attended our home and stated that as the dishwasher had been put into an inadequate space several base units would have to be moved and a new worktop fitted. This would probably cause damage to the ceramic wall tiles and the floor tiles. He also declined to carry out the work.

Again, in spite of continuing telephone calls and emails to Wren - nothing happened. On September 11th 2024 [six months on] as we were no further forward, I sent Wren an email asking what was happening; they responded by saying that they had closed the case in June; they wanted more information and they were looking at the guarantee. It was clear they were avoiding their responsibilities.

On Saturday 14th September 2024, we went to the showroom where we purchased the kitchen and managed to speak with the manager. I also gave him a copy of the complaint about the original Installer. He assured us he would report our conversation and that someone from head office would contact us on Monday. He also advised us to contact the company responsible for the dishwasher warranty. A representative did contact us from head office and a new work top and plinth were delivered.

On Saturday 21st September an independent electrical engineer examined the dishwasher and concluded that it had been badly damaged due to being "forced and rammed" into place at the time of installation and consequently is "twisted and buckled!"

Wren organised a visit from another installer. He proposed a totally ridiculous and impractical solution. I immediately sent Wren an email stating this was unacceptable. This was ignored, evidenced by the fact he turned up a few weeks later determined to do the work as he proposed. We literally put him out of the house.

In early November 2024 we decide to take further action and contacted the Furniture and Home Improvement Ombudsman. They took up the complaint on our behalf and Wren Kitchens immediately started to take our complaint seriously.

It was arranged that we would get a visit from a Field Installation Manager on 26th November. This was a difficult visit and his manner was "brusque, unapologetic and unsympathetic". At one point he suggested that the original installer return and do the remedial work. As he was the cause of the problem this was insensitive and provocative. He also queried why Wren should replace the dishwasher; which was damaged by their installer. His remit was obviously to concede as little as possible. However, we were determined that Wren would fulfil their obligations under the terms of their warranty.

Wren did refund us for the cost of the original dishwasher and the remedial work was carried out on 18th December 2024. Having said that; it took nine months of contacting Wren Kitchens and others involved [over 150 emails and telephone calls]. During that nine months we were met with prevarication; a lack of cooperation and a failure to take action. The stress of coping with this was incalculable. Beware!

Very disappointed as was s niot advised when purchasing our kutchen that our oven was a lot higher wattage than a normal oven. This caused great difficulty. Wren just blamed the installer.
There wss at least 20 ovens to choose from and this did not have to happen.

Following my review on 28th August with Wrens Customer Care Team which I had to write after the service we received. After my review I was contacted by Paigan from Wren Head Office who I have to say was very understanding and sympathetic with our situation. She went above and beyond to help us with a refund. She kept us informed every step of the process. Such a difference from the chap from Customer Care Team. Can’t thank or praise her enough. Fellow employees in the company could learn a lot from her. 5Star Paigan

Awful, miserable experience with Wren.

Do no waste your time with this company. Left with no kitchen (the whole thing, no sink, washing machine, cooker, cabinets, been given a hole in the floor). Due to a Wren approved fitter coming round on the approved week and ripping out our kitchen and saying he was unwell and leaving.

Called said fitter on the Thursday pretending to be a new customer and he said he could come round and quote and had a week or two free over the summer to fit. This is after Wren saying he had no availability, so clearly he did not want to do our kitchen, Wren hire cowboys for the jobs.

Since removal of the kitchen and being left in unsafe conditions, Wren have been horrendous to deal with. No gestures of goodwill from Wren, just pushing to sign a supply only contract for the kitchen. After 2 weeks we were offered the 4th of August for a Wren approved fitter to come, asked what we were meant to do until then seeing as we have nothing, to be told that Wren would not be helping us with the uninhabitable conditions we have been left in, even though it was 100% there fault.

We were contacted a week after the failure of the installation by a representative from the installation team asking how everything had been going, asked her to call me at her earliest convenience, providing my phone number and she emailed me back saying 'following our previous contact' yet apart from an automated email I have still not had a call from her.

Contacted citizens advice on the matter, have now received confirmation that they are in fact in breach of the Consumer Rights Act 2015 and will be reporting the company to trading standards regarding this.