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Wren Kitchens - Fake warranty - Dave Smith (24th Jan 2024 - 20:31:02) I recently had the unfortunate situation where the kitchen I had purchased from Wren Kitchens 7 years ago had a fault occur, the laminate peeled off the timber and started to bubble. I contacted Wren Kitchens who accepted that it was a known fault and were happy to provide the replacement components but refused to fit as they claimed the workmanship warranty had expired after 5 years. The product warranty was for 20 years hence they supplied the parts and simply dropped them off at my house and the fitting of these parts is my problem to arrange and at my cost. When i contacted them again to explain that the problem was with the product and not the fitting of the original and they should carry out the replacement of the faulty components I was advised that it was my problem and they would have no more to do with the problem. Also they admitted that it was a known product issue which is why they has discontinued that particular range. My question to the more contractural people of Liphook is can a company do this? I totally understand that the fitting warranty had expired but this is specific if there were any fitting issues but as the issue was with the product and not the fitting which was still under warranty then I would have expected Wren Kitchens to carry out the fitting of the replacement parts as opposed to trying to make it all my issue. Obviously I would advise anyone of using Wren Kitchens to be cautious of their warranty offering and non existent customer support which I have unfortunately experienced first hand.

Re: Wren Kitchens - Fake warranty - Bush (25th Jan 2024 - 06:40:39) The value of the wards 'warrantee' and 'guarantee' had been severely eroded in recent years. Clever contract T&Cs are used as a point of sale with misleading warranties and guarantees. I'd advise any buyers to be very cautions seeking reassurance in warrantees/guarantees.

Re: Wren Kitchens - Fake warranty - Joe (25th Jan 2024 - 07:58:50) I saw loads of negative reviews about wren kitchens so I did not even consider them when looking for a new kitchen. I do think though people are attracted to Wren because they are usually cheaper than the better quality kitchens and if you are buying primarily on price then you get a poorer result.

Re: Wren Kitchens - Fake warranty - Richard Davies (25th Jan 2024 - 13:16:48) Hi Dave, I too found myself in a similar situation with Wren Kitchens. The fitting of the kitchen went well with a few shortages but nothing to get too worried about as they sent these shortages on while the guys were still at my property. After approx two years there was an issue with the laminate and the top peeled away from the timber section. I was within my fitting and product warranty and Wren Kitchens advised me that the warranty for fitting did not cover the works to carry out the replacement as the issue was with the product! Couldn’t believe what I was being advised. They replaced the product but refused to fit the product as they claimed the product warranty was only to provide replacement and not the works required to replace and the fitting warranty didn’t cover the works as there was no issue with the fitting works! I couldn’t believe what I was hearing from their call centre staff. The showroom in Guildford was beyond useless as they advised that the customer support team had to resolve and not them as they were only sales people. Wren Kitchens had put so many barriers in place so you can’t get a hold of anyone with decision making capabilities, there was zero customer support or aftercare from Wren Kitchens. Their warranty for both product and fitting were meaningless and I would strongly advise anyone considering using Wren Kitchens to pause and contact me directly if needed as I have documented the whole sorry story. Regards Richard Davies.

Re: Wren Kitchens - Fake warranty - er (25th Jan 2024 - 15:43:34) The answer is to put your complaint in writing and if it isn't resolved, threaten to issue court proceedings in a pre action letter, often this gets results without even needing to commence proceedings. Your guarantee will set out the terms of the guarantee only, a guarantee is a private contract and can say whatever it wants, ie it is what you both agreed to, but irrespective, you have statutory rights under the different Consumer Protection Laws, you'd have to look them up or get advice and then decide if you have a case (from what you say it sounds like you might). That's how it swings in the UK, negotiation, courts of law, justice. Public venting used to be for Americans!

Re: Wren Kitchens - Fake warranty - Steve miller (25th Jan 2024 - 21:26:07) Hi Dave Sorry to hear about your frustration but in fairness I must say that my own experience of Wren was very different. I had the painted finish on the door to one base unit bubble and to cut a long story short they agreed to supply a complete set of replacement doors along with new plinths and coving as the particular door style we had originally purchased had been discontinued. We didn't get Wren to install the original kitchen so we didn't have the same debate but they did offer a contribution towards the fitting cost. In the end I did it myself as it was very straightforward. The end result is that we ended up with effectively a new kitchen 5 years after the original purchase as a result of one defective door which in my mind constitutes a pretty good warrenty.

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