Wren Kitchens - Northampton Avis 11

Furniture fitted into bedrooms - shortly after one of the rails in the wardrobe broke and I've now been chasing to get it resolved for 8 weeks!!!

Wren accept the fault is theirs, have sent a replacement rail, but say they are unable to source an installer and are 'experiencing delays in allocating installers across the company due to a lack of availability'.

There's been a lack of interest from anyone at Wren to get things resolved, including the Northampton Store manager and staff -- incredibly poor service.

This is my second review of Wren. Here I am, almost 2 months after cancelling my order due to poor service and I still dont have my deposit back. I've tried calling the Northampton branch and they simply fob me off and ask me to call the customer support number which I have on many occasions. I am either waiting on hold for well over an hour, or I get through for them to transfer me to "the right department", for me to then be placed on gold again or disconnected completely. I have now wasted over 10 hours trting to get my deposit back and I am no further forward.

From start to finish all ran smoothly with good communication throughout. All team members friendly,accomodating and helpful. Our designer Carmeliau from Northampton was great. Had a mijor issue with extractor unit. Spoke to Nicholas from customer service dept. He was great, identified the issue and ordered new part for delivery. Very satisfied with Overall service.
Thanks Wren.

Martin & James delivered our Wren bedroom furniture professionally, quickly and with no mess. They worked well as a team

The Wren delivery team were excellent from start to finish. They were quick, efficient, and handled everything with great care. I was particularly impressed that they wore protective footwear, laid down a mat in the hallway, and used a protective sheet for the delivery items — a real sign of professionalism. They arrived right on time, were friendly throughout, and made the whole experience smooth and stress-free. Highly recommended!

Quite awful so far, you go to their show room, get a mockup of your kitchen, all nice and cool. Then the hidden fees and issues start. They have a very inadequate delivery system, booking it by week and not by day, and then, when you go by day, they charge you extra, even if you agree that date in advance, plus once you pay the deposit, they take ages to reply emails or even calls, when they are never there to take your call.
We will see how the installation goes since im too late to backup bow, but for anyone considering, stay away, go somewhere else.

*** Update: location is Nottingham ***

Upon all this, we are being treated quite badly when requesting explanation about the surprise delivery fee that came out of the hat, threatened even that if we cancel the order our credit score will be affected. Honestly I have never had an experience like that, and they haven't even started the work yet, so god knows whats waiting ahead.

The store manager at Nottingham its quite rude over the phone, doesn't reply emails and only does it after several chasing attempts, seller is on annual leave and no one will consider what we haven been told (lied to) ita like now its our problem to pay for their severely inadequate service.

When we bought our kitchen, we looked around our local showroom, and effectively picked one off the shelf - exactly as it appeared. During the design process, we advised that the handles were discontinued, so we selected alternatives which was fine.

3 weeks before our delivery, we happened to notice something on our plans that didn't make sense. Turns out wren had measured the kitchen incorrectly - lucky we noticed but it meant we had to have a rushed last minute redesign.

Come delivery, the wrong worktops arrived. The designer had ordered the wrong ones, and after a lot of back and forth, wren have refused any responsibility, stating at different points it was the fitters fault, it was our fault - anyone's but theirs. I even provided photos of the display we had referenced in the design and again, have refused to budge - stating that there was no evidence we ordered those worktops because the designer had ordered the wrong ones from the start.

Unless you are prepared to go through every item with a fine tooth comb, or pay someone in the trade to go over it - I would not recommend. There are plenty of other suppliers that offer a better service.

Ordered a kitchen. Well designed and thought out from the Northampton branch. Delivery was quick with plenty of choice on dates. Quality is good and customer service excellent. Still waiting for the quartz worktop to be installed as expected but can't see any issues.

Since Wren flagged my last review with trustpilot because they ‘don’t think it’s based on a genuine experience’, here it is again but with much more detail this time.

Me, my partner, my baby and my grandparents went into Wren showroom in Northampton on the 21 April 2025 to get our kitchen plan. I have the provisional plans to prove.
We then came back on the 27th of April 2025 to finalise our kitchen. It came to a grand total of £7,879.47. Also paperwork to prove. My grandparents kindly gifted me this kitchen as i had recently had a baby and my old kitchen was unsafe to use. As my grandparents bought this kitchen for us our designer suggested they be the main account holders and put me and my partner as secondary accounts holders, with my number as the main contact as I am at home from being on maternity leave and available pretty much all the time.

On the 27th May 2025 my kitchen was delivered. We had our kitchen fitted by Wren approved fitters. Some were hit and miss and one even left our kitchen looking so bad some of it had to be ripped out and replaced.

I have a very small kitchen, yet it still took over two months for Wren to sort out the endless faults and mistakes made by both their designer and installers. You’d think that after spending thousands of pounds of hard-earned money, you’d end up with a kitchen you’d be proud to enjoy and show off. Sadly, that hasn’t been the case.

Nearly three months later -12/08/2025- Wren finally consider the job finished(certificate of completion to prove), though only after I spent what felt like an eternity chasing them on a daily basis via email as they wouldn’t answer the phone (multiple emails and texts to prove). The level of stress and inconvenience has been beyond belief, not to mention I have a 5 month old baby at home to look after also.

I could write pages about how poorly we were treated by senior management, but I’ll spare them the full embarrassment. One particular incident, however, speaks volumes: a manager blatantly lied to my elderly grandparents, convincing them to sign a document under the pretense that it was just to confirm what work remained outstanding. In reality, it was a form stating the job was complete—when it clearly wasn’t. We had a certificate of completion through after his visit when the kitchen was only half complete . That kind of dishonesty is completely unacceptable.

In the end, I truly hope others have a much better experience with Wren than we did. Unfortunately, for us, it’s been nothing but disappointment and frustration.

Its all very well having nice lovely showrooms and tv adverts, but when things don’t go to plan Wren customer service is really awful
Installation date 02 June 2025- Completion date 12 August 25- this was using Wren recommended installation team
Faulty workmanship and repeated installation errors
Multiple missing, incorrect or defective components from Wren
Emotional distress and the considerable time spent resolving issues
Poor and inconsistent communication from Wren, especially early on, with attempts to shift responsibility onto us rather than provide solutions
Passed around departments and people, no definitive answers
Certificate of Completion received when the Kitchen had not been completed
We are extremely disappointed that what should have been a positive experience became an unnecessarily prolonged and frustrating ordeal. We trusted Wren to provide quality service from start to finish, but unfortunately, that standard was not met.
Our experience with the numerous people we dealt with along the way, whose lack of accountability and poor communication significantly worsened the situation. The proactive and solution-driven attitude we would have expected, should have been the standard from the outset—not something we only experienced after weeks of chasing and frustration. We were without a usable kitchen for an extended period of 3 weeks with a 3-month-old baby and pregnant mum.
We will not be using Wren again

Went into Northampton branch. Was told I needed an appointment. Who has a showroom you can’t just go in and browse. Went elsewhere