Wren Kitchens - Gloucester Avis 21

I recently had a kitchen fitted and, unfortunately, within less than two months several units needed replacing due to faults and poor workmanship. While issues can happen with any installation, the way customer service handles them is what really matters.

Communication was slow, follow-ups had to be chased repeatedly, and resolving the problems took far longer than expected. It was disappointing to deal with replacement issues so soon after installation, especially after making a significant investment in a new kitchen.

The fitting itself did not meet the standard I was promised, and the aftercare experience added unnecessary stress. I hope the company improves both quality control and customer support for future customers.

KEEGAN S turned up in the given timeslot and was cheerful and friendly. He quietly got on with his job and answered all our questions. He did the survey diligently

I recently had Wren Kitchens visit my home to carry out measurements, and I wanted to highlight the excellent service I received from Jonathan E. He was very polite, professional, and respectful throughout the appointment.

***UPDATE***

Despite Wren’s response to my original review - reassuring me that I would be contacted ‘very soon’ - I have still not received any contact 2 weeks later.

The only acknowledgment I’ve received is a request to redact my kitchen designer’s name from my TrustPilot review (which I did right away). I guess that says a lot!

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Our kitchen designer was friendly, efficient and highly responsive right up until the point we paid our deposit. From that moment, the service fell off a cliff - and has never recovered.

1) Inconsistent pricing. During the quote stage, figures would change between emails and in-store visits without explanation, sometimes by hundreds of pounds. It made the process frustrating and difficult to trust.

2) Poor budget management. We were clear from the outset that our total budget was £12,000. Our kitchen designer got the kitchen within this figure initially (before we choose to upgrade elements), but gave us no realistic indication that the installer’s additional works would add roughly 20% on top. He suggested it would be a small extra while (his words) “they adjust bits of electrics/move appliances/re-connect appliances etc) - nowhere near the reality. Every other company we’ve since spoken to for our bathroom has proactively built a realistic buffer into their quotes. It’s absolutely possible to do, and its absence here suggests either a lack of care or a lack of experience in looking at the bigger picture.

3) Delivery chaos. We specifically flagged to our kitchen designer that we had a week in April we needed to avoid due to being abroad. We were assured we’d be contacted by the Wren delivery team to choose a slot. Instead, a delivery date was booked without our knowledge - on a day we were out of the country. By the time we discovered this after waiting 40 minutes on hold, it was too late to change. We then received a morning delivery confirmation when we’d requested afternoon, given we were flying back that day. To top it off, the lorry that arrived was too large for our driveway and the delivery had to be rescheduled entirely - something that was never discussed or signed off in our paperwork.

4) The installer delay. Our designer’s appointed installer pushed our installation back by a week (which became two), without communicating this to Wren’s delivery team. The result? We lived among boxes in our small flat for far longer than necessary. I contacted our designer the moment I learned of the delay. He sent 1 initial holding email, but that was it - silence.

5) Complete post-sales silence. I have now given our designer over a week to respond to my most recent contact, during which I explicitly advised him of a deadline before I filed a formal complaint. He didn’t reply. This is now a pattern, not an exception.

I want to be clear: the Gloucester branch manager stepped in and was an absolute star - calm, reassuring and genuinely helpful. This review is in no way a reflection of him or the wider team. But our designer’s post-sales service has been so consistently poor that I feel compelled to warn others. If you’re considering using him, just know that the attentiveness stops the moment your deposit clears.

Katriona G carried out our kitchen and utility survey this morning (10th March). Very friendly and efficient, a good ambassador for the company.

Showroom staff were very helpful, the delivery was on time and the delivery staff were very polite and helpful
I built the unit myself and the instructions were easy to follow and every part was delivered, would buy from wren again

Kaitriona is professional, courteous, and friendly. She explained the entire process clearly, including the measurements and the next steps needed to bring our dream kitchen to life.

Had home survey done today by Kaitriona G. The communications prior to visit were excellent and told us to within 30 mins when she would arrive. The survey was completed in 20 mins and photos were taken of the fitted wardrobe location and outside for access by delivery crew. Very professional and courteous service, Thank You.

Kaitriona G measured our property for new bedroom wardrobes, along with two extra sets of sliding doors to cover existing alcoves which in itself was non-standard. She was friendly, thorough and a pleasure to deal with. Wren have been a pleasure to deal with and we are already repeat customers.

This a review of our home visit with Jonathan E. A very professional visit, phoned before arrival, no muddy shoes as he took them off.
Measured all dimensions and explained in a courteous manner

I have to say wren has been so helpful when I have rung with a problem and they have sorted it immediately

Called to give an estimated time in morning and then called again to confirm when 20minutes away.

They protected the floor and door before bringing everything in

They were friendly, polite and considerate

All in all a great experience

Deposit paid to Wren. Decided to not go through with the purchase and installation. Requested my deposit back 14 days ago via email in which I had no response. Called the store 7 days ago to chase to which I was told it would be handed over to the store manager to sort and 7 days later still heard nothing despite sending emails to designer and store manager. Help line/customer service line is only for delivery… cannot get through to anyone!!

Delivery people very good, helpful and polite

Maxine is and has always been very professional she is a credit to Wren’s customer service team. When I have had to get in touch she is our co-ordinator.

Unfortunately we were misinformed regarding total expected costs and the sales agent made several errors during the order process resulting in us paying significantly more upfront than needed and incurring additional ‘fitting’ costs for some parts of our order. When questioned the agent and showroom manager were unhelpful & rude. We will not be using them again and would strongly recommend you look elsewhere.

Update: I can see have said you have tried to contact me but I’ve not received any correspondence from wren so not sure what communication you are referring to.

Further update: I can see you have requested order information but I’m not willing to share this publicly- please provide an email I can share this to.

I decided to go with Wren for my kitchen renovation and had the best experience at the Gloucester showroom. We were struggling with a couple of details because the kitchen is a bit of an awkward space but our designer Karl was able to solve all of our problems in minutes! He was brilliant. Fantastic customer service and extremely happy with the quality.

Head Office Customer after care is hideous!
Integrated Fridge Freezer stopped working it is 8 weeks old, still in contract with Wren Kitchens and a 1 year warranty, Parts available in 4 weeks with manufacturer, Wren refuse to replace Fridge/Freezer and fit using Wren Fitter. Family now without Fridge/Freezer for a month!

One star, if only it could be lower for a brand like Wren. Who have no customer service skills what so ever.

We had a fitted bedroom measured and installed by Wren. Unfortunately, Wren mismeasured one of the walls, meaning the wardrobes would not fit. As a result, the fitter damaged both the skirting and the wall, and the wardrobe itself arrived damaged.

Despite these issues, Wren has shown no willingness to resolve either the damaged wardrobe they supplied or the damage caused to our property. We paid for a bespoke fitted bedroom and design, yet we do not have what we ordered.

The Gloucester Wren store offered no help, and the fitter ignored messages and failed to attend when I waited in for him. Wren now claims that their fitters are not connected to them, which is contrary to how the fitting service was presented during the sale.

To date, Wren continues to avoid addressing or resolving these issues after 7 weeks.

Visited Wren in Gloucester wanting a worktop. An assistant on the first desk gave me a budget price and delivery period on the chosen one. I returned Friday with my wife to view again the worktop and was told they only sell whole kitchens and not specific items.
Nice one Wren.