Wren Kitchens - Basingstoke Reviews 23

We’re very pleased with the quality of Wren’s cabinets and materials. Everything looks great, and any missing items were replaced promptly.
The main concern has been with the advice and installation process. We weren’t properly guided about important options, such as an undermount sink, which would have been a better fit for a quartz worktop.
Once the contract was signed, we couldn’t make even simple exchanges, even for unopened items of equal value, which felt quite rigid.
The quartz templating also resulted in a poorly positioned tap, and Wren declined to help, citing that we had “signed off”. As customers, we rely on expert guidance from the retailers, so this was very disappointing.
There was also a long gap between the kitchen delivery and the quartz templating and installation, which delayed completion by more than two weeks.
Overall, great product quality, but the advice, flexibility, and aftercare could be much better.

Updated:
We chose Wren because we wanted a good quality, reliable solution for our wardrobe, and Wren were able to seemingly provide the functionality we wanted – but unfortunately the whole experience has been frustrating from the start.

First, we were sold a pull-out draw that turned out to be completely incompatible with our sliding wardrobe doors. This was a design oversight that should never have been recommended, and it meant weeks of waiting, extra installer visits, and disruption during working hours. On top of that, we were sent the wrong size chest of drawers, adding to the delays. And on top of THAT, we were promised that the drawers could be free standing so we could be flexible on where they went, and on installation it actually had to be fitted to the wall with our skirting boards removed.

Wren did eventually offer a tiny compensation, after I complained and pushed twice, but they would not budge on their second offer that absolutely did not remotely reflect the impact of the issues caused.

Now, just a month after installation, the sliding doors themselves have stopped working properly – the very reason we chose Wren in the first place. I've reported it and was told it would take 5 working days just to be assigned someone, let alone arrange the time to visit to get it sorted. In other words, I’ve got no functioning wardrobe doors and no clear idea when the problem will actually be fixed.

This level of service is disappointing. My feedback to Wren is:
1. Make sure the design is fit for purpose, and customers are not sold on empty promises, especially if that's in their requirements and would have gone elsewhere otherwise!
2. Improve your communication and speed when problems arise, your departments don't speak with each other so I had to arrange all the calls, deliveries and fitters myself.
3. Take customer disruption seriously - repeated delays, repeated faults, repeated calls to your individual departments to sort your issue, is a real problem and I don't feel like this has been taken seriously at all.

Moving forward for myself, and if asked, I would always recommend researching other providers first before going with Wren.

Latest update: door still not fixed, can’t get into some of my wardrobe. Can’t find someone to come and fix the problem 3 weeks since reporting it, and still get told to wait another 5 working days on top.

All staff and Designers of whom I have personally dealt with at the Wren Showroom Basingstoke, are very professional. In particular is Eleanor, who is just amazing. Very competent, extremely knowledgeable and refreshing to deal with, Eleanor was so very helpful in the concept and design of my kitchen, from beginning to end. Thank you and 100%, this experience to date has been faultless.