Wren Kitchens - Orpington Avis 10

that’s the best customer service I ever talk to
Thank you very much Reet
I wish all the wren kitchen staff should be like you

Jamie and Joshua did a swift and efficient, friendly, helpful delivery

I've had my kitchen fitted in September 2021 started having problems before I even used a cupboard. Since then the sides have warped. Wren informed me it's because of the way I wash my floors. My larder cupboard shelves gave way and they came and fixed them. So now I can't adjust them to what height I want.
They are chipping all over the place.
I cry when I see their advert on TV .
Please do not buy a kitchen from them. I know I'm not the only one. It was the biggest mistake I ever made.

Brilliant service from start to finish.

Used Wren previously and always recieved a good enough service. Needed a new fitted wardrobe so it made sense to use their services again.

However they seem to have a process which will put their customers into a trap. I'll explain;

Wren send out someone to take measurements. Makes sense... Only if they measurements taken are correct!

Based on the measurements, sat down with Wren in store and went through the design. No issues. Agreed on price and awaited delivery. So far, smooth sailing and no issues.

When the materials arrived, it was made clear almost none of the units fit properly and the materials needed alterations. Issue with this? We'll, once you change the units, you lose your '10 year warranty'. I would understand this if the measurements were correct and i CHOSE to make those alterations. Except, I would have no choice but to alter the units! Otherwise they would not fit.

Explained this to Wren on day of fitting and they asked me to email head office. After a week they emailed make to stay (exact quotes):

- Upon putting down a deposit for your kitchen Wren ask that you read and confirm the ‘Supply Charter’

- This is again made clear upon signing the final contract. Upon finalising the contract with Wren your kitchen was put into production and manufactured to the plan created, the kitchen was subsequently delivered to you

Sounds like a scam. In other words... We'll send someone to measure to show you the product you choose will fit and look nice. But when it's actually time to fit - check the small notes. None of them may actually fit and you signed it! What a farce. How can every measurement be wrong?

Furthermore, the installer which I paid for a day's work which didn't even start the job (waste of money) had to remove the skirting for one side of the wall. No mention of this before.

The response via email kept mentioning 'kirchen'. It wasn't for the kitchen. Shows how much they actually researched. Bedrooms are clear a new thing for Wren - don't use WREN FOR BEDROOMS!

Finally, after responding via email, they closed the complaints ticket instantly. No response needed apparently. It states we have 7 days to respond before ticket could be shut. Well took them 24h. All of which I could prove via email.

I will be seeking my options via consumer rights 100%. Wren or any other company shouldn't have the ability to scam people in 2026. Ridiculous. Their response made much worse. I feel for those who don't have the time of capacity to deal with such matters. Best believe in will not let this go.

P.s. this is mainly aimed at head office and the person that came to measure. The branch manager at Orpington was actually understanding on the phone and seemed as baffled as I was. No issues with him. At the very least he showed sympathy. But Wren as an establishment - how they have fallen. Wow.

UPDATE:
I have since spoken to head office and they've worked on a resolution. Offered compensation which I've since accepted. Though it was less than what I had to pay to cover the costs which occured due to their mistake, it was welcomed after the initial rejection of the complaint.

The lady from head office was very attentive and constantly in communication. She was brilliant. Will not mame I don't think I'm allowed to do so.

As a result, I have changed my rating from a 1 star to 3 as I cannot dismiss the experience as a whole.

The choice of kitchens is vast but after visiting wren in Orpington I liked what I saw, nice friendly staff (well they’re gonna be ain’t they lol) so off we went to chose and place our order, all very simple and helpful loved the 3d view too, tbf from start to finish it all went smoother then anticipated, we used one of wrens fitters who was excellent! The finished product is fabulous!! And no issues at all!

We received excellent customer service from our designer at the Orpington branch - Simon Bowers. Nothing was too much trouble for him and he answered anything we were concerned about. The products are of the highest quality and the whole process went very smoothly. The new kitchen certainly has the wow factor.

I phoned Wren Orpington today and spoke to a young man called Nicholas who could not have been more helpful in securing a refund for tiles I did not need to use when having my beautiful kitchen fitted.
We needed to do a video link to show that I had indeed finished having the kitchen fitted in line with the original planning and once I had given a guided tour of my kitchen and discussed various Shakespearean posters captured on the camera the call ended with laughter and a routine call became a happy conversation.
Excellent service and an unlooked for connection.

DONT USE WREN EVER !!! 6 weeks in still not finished our kitchen - THEY JUST DONT TURN up-
40 plus grand spent and still we stuff everywhere

Hi we bought a kitchen from wren evening was ok untill we flitted the integrated fridge freezer the one originally ordered was substituted with a different one and it didn't fit in the unit it was to big to fit in when speaking to wren about this all they said was it was the installer fault and then blamed the supplier we are having no joy in resolving this problem they are very unhelpful so the after service is terrible I now would never buy from them again and would advise anyone to thick twice because I you have a problem you wont get help.