Wren Kitchens - Hayes Avis 15

My experience with Wren has been awful the lack of communication I have had has been disgusting I paid to have my bedrooms fitted but I had to chase for the installation date and even then I have been messed around with the dates last minute. I would never recommend Wren to anyone as they have disgusting customer services

I purchased a white kitchen from wren in 2022 design was all wrong so I have ended up with the hob splashback not in line, also some of the unit's have discoloured, I have tried contacting customer care but the won't reply as the say im not the account holder and my email is not on their system ????
I won't give up though as I know its still under warranty.

Order No: 49527626
Post code: SL0 0RL
Bernard and Vince have done the great job with our kitchen delivery on Wednesday 13th May.They are prompt, efficient, and friendly. Keep up the good work

We went through the design process with your team from Hayes. The designer created a wonderful design and paid attention to all the details we wanted but missed a key design flaw that ruined the kitchen. This flaw was only noticed by the wren quartz measurement team. The extractor is not inline with the oven and hobs. This makes the whole kitchen look rather ridiculous. This kitchen cost us around £13,000.

We went to Wren as we believed you were the best in the industry with good customer care but we were very much mistaken.

The designs your “expert” drew look good but he messed up on the fine detail of lining a key part of a kitchen up. The hobs and extractor fan. We contacted Wren Hayes regarding this issue and they informed us all they can do is put the correct 1000cm extractor cupboard on the drawing instead of the 800 we were originally given. They said as this had all been fitted as per their designs the can not do anything and our only option was to pay for the new units and delivery costs.

This is unacceptable when the error came from the designer. This has added extra carpenter costs of £500 for the days work to fix the problem once the new units arrive.

To add insult to injury the designer missed off a key component in our new order so I had to make another order and pay delivery again.

We do not believe we should be responsible for these costs when we came to you the professionals to design our kitchen.

We wrote to wren to complain and see if they were a good company with good customer service and would help with the costs of the error there employee cost us.

The reply in a short was. We the customer signed the contact so it’s our fault. I’d be fine with that if I was the expert who messed up.

To put the responsibility of such fine details up to a customer who is not trained in kitchen design or deals with kitchen drawings daily is awful customer service. We put our money and trust in a you this incredibly poor from a company of this size. You may as well design and draw your own kitchen at least then if it’s wrong you can blame yourself. Why use Wren?

Don’t waste your time going to wren they will happily take your money but will not take any responsibility or help the customer if needed.

I was warned before I used Wren not to use them and wow I wish I listened.

What a disaster of a branch, clearly all they care is about bringing customers in and making sales, after care does not exist

Horrible experience, no communication after sale, the timeline they give you is never accurate, they do not originally tell you that some items, will be measured and cut and that has added 3 weeks to our already delayed installation.

Customer service is very poor . Had my kitchen units delivered missing door with handles worktop was damaged when l complained l was told to send a photos which l did but because it’s white you can’t see the damage l called sent emails Notting was done apart from email sent saying problem solved which wasn’t the case.
I would think first before using this company for anything. I wouldn’t recommend this company to anyone.

Normally I would not leave reviews but so that vulnerable customers who are paying thousands on their kitchen do not face the stress and negativity we have, it's important I share my experience.

If I could give zero reviews I would. They took BOTH me and my family member's kitchen renovations - so 2 kitchens. It was agreed we would receive a referral bonus. When I no longer wanted to go with Wren due to some issues my relative had experienced and as I was interested in going with DIY Kitchens, they called me giving me every reassurance and promising the £250 each referral bonus if I was to go ahead with them (my kitchen was after my family member's). Our kitchen planner who has worked with us since the start also agreed to the referral bonus before the sale and to this day. It's now been six months since my kitchen was delivered and Wren are refusing to honour the referral bonus (in addition to the other issues we have had with our kitchen). Their customer service on this issue has been really bad. They have been dodging our calls and emails for months and not taking care of us or undertaking any appropriate corrective action on this. I have requested whoever is making decisions on our account speak to us but no one has given as a callback even though they said they would (it's been months). Our whole experience with Wren has caused unnecessary stress and negativity. Extremely dissatisfied I would avoid Wren at all costs. Their customer service before sale is impeccable and very nice but after the sale they go back on their promises and treat customers badly and take no accountability with vulnerable customers being duped. Not only are they operating in bad faith, the experience we have had on the service for kitchen delivery has not been acceptable. I regret listening to the sales team making false promises and going with Wren for my kitchen. They are misleading customers to gain the sale but not following through. Extremely upset by this whole experience, especially as I feel i have been ignored after they made the sale.

🫢 wats the word for worst than worse. customer service.

Show room sold us a dream. Maybe I am gullable.

Wen things is not expected they will Give us the ring around. Around around merry-go-round, chasing hope of any compensation or A Proper SOLUTION. soultion mean benefits the human who is bringing trade to u.

They are the masters of giving answers without Solutions.

Blindsided us with the end result was a bittersweet disappointment.

Do no buy cupboards from them. They are not industry standard.

Sorry have I missed something “while you are pleased everything is resolved “when did this happen

The initial design appointments were great — the showroom is massive, with a wide range of designs on display that really help in making choices.

However, once the order was placed and payment made, communication completely broke down. There was almost zero contact from the designer or the local branch. I opted for finance, but after the installer took wall measurements (which my designer hadn’t seen), I had to make a small change — replacing two units with one. The new total was £100 less than the original amount, and we agreed to it.

Three weeks later, I was shocked to find a new order had been created for the replacement unit, billed at £970 (full price). My finance agreement had been increased by £970 without any communication whatsoever.

I emailed and called the designer, the Hayes branch, the Delivery Team, and Customer Service, and even logged a complaint — yet there was still no response from the designer or local branch. After many follow-ups, Customer Service finally replied saying they didn’t know what had happened and would ask the local branch to contact me. That still hasn’t happened.

I faced more issues as well. I booked Wren installation for November 3rd — the installer didn’t show up. Once again, no response from the Hayes team or designer. The standard line from Customer Service or the Delivery Team was always “we’ll get back to you,” but they never did. In the end, I had to track down the installer’s number myself and call him every day to get things moving.

Overall, it’s been a huge disappointment. After spending so much money on a new kitchen, I expected a professional and smooth experience. Instead, it’s been frustrating, stressful, and I’ve been left feeling completely helpless.

Where do I start.
Excellent service when buying my kitchen, that’s where it ends.
Unanswered emails and issues not dealt with, promises of updates not fulfilled.
Items missing from initial delivery,when informed of this, the emails went unanswered for 4 days. Still no contact. Builders mother died and I tried to delay the delivery, no one answered my emails !
Absolutely shameful and disgraceful !

To all prospective new kitchen buyer, be careful when buying it from Wren especially from Hayes branch.

They have got good designers who are also good at sales who will promise to take good care of you every steps till you get kitchen ready but movement you sign contract, they will vanish and don't bother to respond if you need any help or have any questions.

I’m deeply disappointed with my experience at Wren Kitchens, particularly with the customer service after placing a provisional order. When I booked my kitchen, I was explicitly told that I could cancel the order at any time before moving to the next stage and receive a 100% refund—a key reason I was comfortable proceeding.

However, after deciding to cancel, things took a completely unacceptable turn. I visited the store two weeks ago and was told by the staff that the sales representative I dealt with at Hayes Branch would handle the cancellation and process my refund. Since then, I've received no communication whatsoever. I followed up by email, but now I am being completely ignored.

This is not only frustrating—it feels like I’m being misled and defrauded. Wren’s assurances mean nothing if they don’t follow through. It’s unacceptable for a company of this size to operate with such disregard for basic customer service and transparency.

Avoid at all costs unless you’re willing to chase your own money back.

Nancy at the Hayes branch of Wren Kitchens was excellent in helping us decide our kitchen design and was very helpful in explaining the various products and was very friendly. She provided great customer service.