Wren Kitchens - Bromley Reviews 18

We have just ordered two new bedrooms from Frank. He was very professional and knowledgeable and nothing was too much trouble even though I changed my mind a few times !! I wouldn’t hesitate to recommend him and Wren to all my family and friends.

Our advisor/planner Frankie Ansell Ritrauato was extremely professional. He listened to all our requests and constant changes and dealt with them with good humour. A thoroughly enjoyable experience and our order is now placed.

Bought an Infinity Plus Milano kitchen in Almond Cashmere Gloss from Wrens Catford/Bromley store.

Very easy to do and was well looked after by Imani from start to finish, planning was easy and efficient, home measurement was carried out promptly and had delivery date arranged within a few weeks.

Delivery was on time, delivery guys were extremely helpful placing units where they were needed (our installer wanted everything kept clear of the kitchen) and the guys were happy to place the units in an adjacent room and position them so that they were easily accessible in the order the installer required.

Kitchen itself looks fantastic, only minor issue is that there is some residual edge banding adhesive on a couple of the doors but is relatively easy to remove.

One units door had a slight dink in it, but it was very easy and zero hassle to order a replacement via the website.

Bought some space saving pull out corner drawers and these perfectly utilise what would’ve been completely wasted space without them - we now have way more storage than we did with the previous kitchen.

Definitely pleased with the kitchen we now have

Excellent customer care, Courtney has helped resolve every issue that came up swiftly and efficiently.
Has consistently been in communication with me and helped the whole experience go smoothly.

Our trip to the Bromley store was a great experience.
Frank helped us to get the best out of the room we have for our fitted bedroom. He went through all the choices of styles,colours, inside and out and also the huge range of handles.
We were extremely happy with our choice.
One thing I would say is that we wasn’t told at the time that we would need a large area to store the furniture before the installation took place. Unfortunately the delivery team had to take the furniture away and bring it back the day before installation, at a cost of £150 that we thankfully didn’t have to pay!
On the day of installation the lads came in and immediately took off their shoes. Was very impressed with that.
Andras Vasiliy and his friend were a delight from start to finish, explaining every step and working extremely hard and late so we could have our house back asap. They were very polite and extremely clean. I couldn’t recommend them enough. They are a credit to the company.

They were on time, polite and effective

Used Wren for my built in wardrobe. Easy process for choosing and ordering my design. Frankie at Wren Bromley was super helpful and helped me pick out a couple of options. He was informative and this helped.
Time from ordering to actual installation is around 6 - 8weeks, but is no longer than the average. Delivery of the components is usually a week before installation, but I had an issue with my delivery date, which meant that delivery and installation were done on the same day. This actually worked out better for me in the end. Wren sub-contract the installation out to independent fitters and I had a lovely gentleman by the name of Andras. Who came and fitted my wardrobes earlier than scheduled (was due for the Monday, but had a cancellation and so came on the Friday). Andras was a star, he spent the whole day getting the job done, stayed late and managed to finish it all in one day. He did an amazing job, I was super happy with the end product and fit. I would give Andras 5* for his efforts and installation. He was very conscientious, helpful and asked me to confirm aspects of the job, to ensure these were completed to my satisfaction.
I have given an overall score of 4* to Wren, because I do think that their correspondence ahead of delivery could have been better. They messaged late the evening before the re-book and so I did not end up seeing their message before going to bed. The delivery team then messaged at 5.45am when I was asleep to say they would be delivering that day. As I was asleep and my phone was on 'Do Not Disturb' I did not see the message. They called at 6.30am, but I did not receive the call for the same reason. I was awoken by the team trying to deliver at 7am. Unfortunately as they did not get to speak with me beforehand, they ended up parking far away from the property and having to carry the very heavy, bulky items a long way back to the prooerty. It meant that the delivery ended up taking a lot longer than it would have otherwise needed. Thankfully I was working from home that day!
Another less impressive issue was that Wren somehow managed to get my handles wrong and sent 75% the wrong colour and only 3 in the right colour. 👀 I currently have a unit and bedside cabinets that do not match. Andras very helpfully will report the issue after the weekend and so hopefully I will have the full set of handles soon. But to be honest, quite like the wrong handles now instead 😅 so have opted for that colour instead. Silver lining in every cloud 🤗

I stressed to Wren that when purchasing a kitchen, time frame was the most important buying factor. I only had a few days where I could get the contractor and they promised me the delivery would be on a specific day within that window. They provided me a slot of 7-10am which is when I got the contractor to begin, and when I woke up I had missed calls from 5:40am from the delivery team who had arrived outside of the delivery window so no one was on site. I have since tried to get hold of someone from Wren every day since, and I am told the same thing every time. We don't know when your kitchen can get delivered and we cant reach anyone at the delivery team, I have spoken to multiple people at the Bromley store who can't help, including Frank who sold me the kitchen. It was Thursday when the Kitchen was meant to be delivered.. Its now Monday, and I still have no answer.. The contractor is still waiting on site for the kitchen. I NEED AN ANSWER, Harry SW9.

We bought a Wren kitchen with a Xena Quartz worktop earlier this year and are over all delighted with the result. Maya made the design and ordering process smooth and enjoyable. We did have an issue with the sink installation, but Sharron handled it brilliantly and went above and beyond to get everything resolved. We really owe her a lot because she was amazing!
Donna also stepped in to help with other details and was great to deal with.
Even with a couple of bumps along the way, the customer service was fantastic.

This company is a joke. We went to Wren for our kitchen and 3 wardrobes. At the first he had a designer called Z we spend so many hours designing our dream kitchen and we absolutely loved it. But, after this appointment our experience turned out in a nightmare, because the lovely people who were working on Bromley showroom has been just pushing our appointments for no reason. Since in the beginning we told to them that we needed the kitchen at least ASAP and the told us that it won’t take longer than 3 weeks. But guess what, after many appointments cancelled we finally got the and we faced with a wonderful surprise, they had cancelled our order without letting us know and with no main reason. I got very upset because I already had given a deposit and the refund was not on my account. The general manager came to explain that happened and that the order would take another 3 weeks to complete. Soo yeah we had to move in with no kitchen or appliances. And the most ridiculous thing is that they messed up the wardrobe measurements, likely I had recorded my own measurements, but 1 of the wardrobe’s looks really bad it has a big hole on top because they didn’t bring any cover for that and when I called about that they told me that they don’t do this big sizes which is ridiculous. And yes the kitchen also looks horrible the quality is very poor and if you just lower a bit your head you can see all around holes which again they didn’t bring anything to cover them up. The last thing and the cherry on top when they cancel the first order at the second they increase the price because they thought we going to be that stupid and we will not realise. I did send an email to General Manager the previous contract and the present one which were so visible that the price has changed, he emailed me back and he said he did contact the head office and the refund will be given on delivery day. Emailed him back what was the refund but got no response back. And guess what they gave us a voucher to spend for the bedroom, vouchers which they give on showroom. Completely disappointed and disrespectful for a costumer who spend a lot of money in there. I emailed him back about this many times but of course he didn’t give a sh*t even to respond. Please guys avoid this company they are just bouncers nothing else.
But at the end I want to say thank you to Dil*n (Turkish girl) she was so nice and helpful.

Hi

Fabulous customer service from Frankie in the Bromley office on my kitchen renovation. The fitter dismantled the kitchen , refitted a new one and finished off items post worktop installation all on time and with constant feedback to ensure I was happy with decisions and progress made. A very well organised and professional service.

Good job Wrens

Kieran

Purchased Wren bedroom 4 sliding doors with our own contractor installation. What a nightmare our experienced installer found the instructions poor and misleading in comparison to other providers and Wren kitchen instructions.

The instructions is clearly for their trained installers only.

Their YouTube vedio only showed 3 doors so was not useful at all.

One of the units was measured too small and all they offered was £80 refund or correct size unit which would have caused additional charge for us with our installer.

Overall the quality does not match the sales pitch and Wren need to go back and check what their competitors do and match them or do better. There is lots of room for improvement on a product that costs a substantial sum. Not impressed customer

I really appreciate the staff, her name was Maya. She was really helpful and kind and she helped us a lot to find the right product.

*** Update to my review***
I have since been contacted by Samantha from the customer care team and she has been understanding and sympathetic to our numerous problems. Whilst we cant change the stress of last 8-9 Samantha has at least restored my faith that Wren have taken everything on board and resolved the situation to our satisfaction. Once the kitchen is finished I think we will be happy with how it looks, thanks to Samantha for your help.

⭐☆☆☆☆ Extremely Disappointed – Avoid Wren Kitchens

We’ve had an incredibly frustrating and disappointing experience with Wren Kitchens, and I feel compelled to share it to help others avoid the same ordeal.

Damaged Products & Endless Delays

Our kitchen arrived with multiple damaged doors. When we requested replacements, they sent even more damaged ones. The delays in receiving replacement parts dragged on for weeks, holding up the entire job and impacting other trades. We eventually had to install damaged doors and use a touch-up pen to mask scratches, marks, and colour loss—hardly acceptable for a kitchen we spent £8,000 on.

Design Errors & Blame-Shifting

Despite Wren sending out their own person to measure our space, they made significant design errors. One cupboard had to be cut in half to accommodate the breakfast bar—something that should have been caught during the second design appointment. Yet, they blamed us for not spotting the mistake in the final plan. This lack of accountability is shocking for a company that claims to be professional.

Customer Service – Anything But Exceptional

Wren prides itself on “exceptional customer service,” but our experience was the opposite. Initially, they offered £55 for the cupboard issue. After rejecting that, they increased it to £110, still refusing to acknowledge their mistake. When my husband spoke to them, they became defensive and continued to blame us. Eventually, they closed the case without resolution, leaving us to absorb the cost and stress.

Unprofessional Behaviour from Design Consultant

Our second design appointment with Sarah from the Catford branch was appalling. She was visibly in a bad mood from the moment we arrived, creating a tense and uncomfortable atmosphere. We felt rushed and unwelcome when we asked to make a few tweaks to the design—such as adding a dishwasher and tiles, which would have increased the order value. She clearly didn’t want to do any of it.

Throughout the appointment, she was texting and replying to messages, which felt incredibly disrespectful and unprofessional. When we asked to see a tile sample, she bluntly said they didn’t have any—likely just to get rid of us. She then passed us off to her colleague Dean who was absolutely lovely and helpful. Shockingly, she was rude to him in front of us, he was visibly mortified.

Sarah’s behaviour was grossly unprofessional, and her rushed design has contributed to the disaster we’re now dealing with. I sincerely hope Wren addresses this internally.
We previously used Wren for our first kitchen and were thrilled with the result, which made this experience all the more disappointing. Four weeks later, our kitchen is still not finished. The quality of the product is poor, and the service has been even worse. What should have been an exciting time in our new home and updating a very tired 40 year old kitchen has been very much tarnished by this experience. The only mild satisfaction is that I am sure that we have managed to put off any or our friends and family and many Instagram followers will be put off using Wren for their future projects.

Please avoid Wren if you value quality, professionalism, and your sanity.

Shocking first experience with Wren. Everything was going great until I signed financing agreement. Hands washed by Wren after that. Also was told misleading information by the designer which I heave later learned was incorrect. The designed submitted changes that were never actioned so wrong ordered delivered because designer couldn’t be bothered to follow up! Was told financing agreement can be cancelled and new one signed with changes with was completely incorrect! So be careful once u sign up!
Complete mess to sort it out.. ages on the phone before someone answers. Also everyone is saying something different z honestly would have been better off with IKEA. So many items had issues like chips and discolorations and all have had QC stickers on. What a joke. Now I have raise a complained that was completely disregarded and I was offered a gesture of good will that was insulting to say the least. Would not recommend at all!!!
Stay away and go with IKEA, you will save monies and get better customer service!! Will have to now to via ombudsman and seek legal advise.

Update as at 16th Sept

The experience only got worse when my installer attempted to instal the tap he notice a connector part was missing. Contacted Wren who went out to the supplier, I have them received incorrect part. Supplier claimed they have sent the correct part. I did send them picture to show it’s not correct and they asked for a video. After the at they claim part in the video and picture is different part and the one in the picture is correct!!!! Absolute sh.. show!!! It’s exactly the same part the lay have sent!!!
Honestly this is unbelievable and I have been without water as a result of this issue for more than 7 days now. Should have running tap by now!

We paid a £500 deposit for a Wren kitchen in January, reassured that it was fully refundable. In March, we informed the team of our decision to cancel and requested an update on when the deposit would be returned. Since then, we’ve sent multiple emails and made several phone calls. It’s now July, and we still haven’t received the refund—or even a clear answer on if or when we will.

Our emails have been ignored, and when we’ve managed to speak to someone, there’s been no apology or helpful information. The lack of communication and accountability is appalling. Customer service has been dreadful throughout this process, and it feels as though Wren is simply withholding the deposit with no justification.

This experience has been shocking, especially from a company of Wren’s size and reputation. Based on how we’ve been treated, I would not recommend Wren to anyone.

Firstly this was the first time purchasing a kitchen from Wren and must I say, what a wonderful and smooth experience. Katie Lunn the consultant at Bromley Show room was out of this world with the whole process. she went through each step anything that we did not understand she was happy to explain until we understood and clear about what we were purchasing. Katie explained in great details the different products, materials and work tops, Katie also provided recommendations which was very helpful as there were things we did not think about before coming to the showroom. Katie provided such an excellent customer service and all with a big smile and plenty of charm to make the experience an enjoyable process. Even when the kitchen was delivered I had a few questions which I was still not sure about and she took the time to answer all my questions and put my mind at easy. Katie in my opinion is more than a customer service individual. I feel she should be promoted to a more senior role due to her knowledge, capabilities and her likeable personality.