Wren Kitchens - Banbury Reviews 8

Popped into the Banbury Wren Kitchens showroom this afternoon, not expecting them to be able to help, but what great service!

They found a way to get the item I needed and arranged super quick delivery. I spoke to Matt and about four other chaps, all of whom were really friendly and helpful. They didn’t have to go out of their way to help me, but they all did.

Fantastic customer service and I would highly recommend them.

Shocking delivery and customer service. Showroom staff are great. The rest are abysmal. Referred to ombudsman as Wren won’t address the issues raised

I honestly wish I had never chosen Wren Kitchens.

It took months to finalise a design that I was eventually happy with — and even then, what has actually been delivered does not reflect what I agreed to. The entire process has been exhausting from start to finish.

The installation package comes with what I can only describe as hidden costs. I repeatedly asked showroom staff — multiple times, with witnesses present — whether there would be any additional charges beyond the installation package I was already paying for. I was assured there wouldn’t be. Yet when installation was due to begin, I was told I had to pay extra out of my own pocket for additional works or the job wouldn’t proceed. I had no choice but to pay. That should never happen after clear assurances.

Delivery was also problematic — missing items and damaged items on arrival. Hassle to organise yourself with no apology.

The installation quality itself is poor, and the overall finish is not what I expected given the price paid. At this point, I genuinely question how long this kitchen will last before needing replacement.

However, the most concerning part of this entire experience has been the customer service. It is, without exaggeration, the worst I have ever experienced. Issues are not resolved — they are delayed. Responses are consistently sent at 4–5pm, leaving no meaningful time to reply and dragging matters into further days and weeks. It feels like a deliberate strategy to wear customers down in the hope they will give up.

I have been passed between multiple case managers and senior team members, having to repeat myself over and over again. There is no ownership, no accountability, and no genuine effort to resolve concerns fairly. It feels like they simply want you to drop the complaint rather than address it properly.

If you are considering using Wren, please think very carefully. My experience has been stressful, time-consuming, and financially frustrating.

**update post response**
Hi Callum,
After more than six months of repeatedly trying to resolve this, I’ve officially given up. The weekly, seemingly AI-generated emails that take no real accountability have been incredibly frustrating and have only reinforced the feeling that this has never been taken seriously.
While your system may now show the matter as “closed”, I want to be clear for the benefit of anyone considering doing business with you that this has not been resolved from my perspective. The “compensation” offered does not even cover the additional installation costs I’ve incurred, does nothing to fix the issues I’m still left with in my kitchen, and certainly doesn’t account for the many hours of correspondence and effort over the past several months.
As you yourselves stated, the time and impact of this situation cannot really be quantified — yet that hasn’t been reflected in the outcome at all.
For that reason, I will continue to share my experience and strongly discourage others from using Wren.

Great delivery of new kitchen. Arrived on time and loaded all items into my house. Explained what to do if anything is damaged. Great service.

Wren Banbury, first appointment with Paul Lyon, asked us what we were looking for in a kitchen, style etc. Really listened to our requirements and also suggested some bits we hadn't even thought of. Really very helpful. I only had 1 issue the whole way through which was contacting the delivery service, he was so helpful with this. Wren Banbury I thank you for our incredible new kitchen, from start to finish everyone from Paul to Kitchen fitter, electrician, plasterer, delivery staff and other members of staff in the branch excellent service. I would highly recommend Wren to anyone, Don't go anywhere else!

Our kitchen designer Paul at Wren was fantastic. Paul went out of his way to make sure we were completely happy with the design of our kitchen, always got back to us promptly if we needed advice or had questions and done all he could to get us a very reasonable price. Highly recommended.

Please avoid this company at all costs. The designer/salesman was very keen to sell us our dream kitchen but this quickly turned into a nightmare. The experience has been a comedy of errors which has now left us with an incomplete kitchen and without running water for almost a week.