Wren Kitchens - Designer changed kitchen measurements - Kitchen does not fit

[BonM]

Hi All,

 

I am hoping for your help, advice and wisdom. Ideally, we are looking for advice on how to best proceed. 

 

Early August 2022, a Wren representative came out to our home to take all measurements from our kitchen to Wren in loading them into their system which in turn aided us in the design for our kitchen.

 

20th August 2022, my partner and I attended Wren Kitchens, got a rough quote and rough 1st design. They had huge discounts on, and we put down a deposit to guarantee the price, being advised if the costs went down or a better deal was available, it would replace the existing deal. We did so and this was correct and true. 

 

After a further 4 visits to wren and in January 2023, we finally settled on our design and layout. 

 

We had separate builders come in to fit the kitchen and complete the works required as Wren were too expensive and could not complete all the work required in order for this kitchen to be fit. We had walls needing knocked down, piping moved, electrics moved etc. 

 

During the fit of the kitchen, our builders pointed out that the cornice would not fit on top of the units, due to not being enough space between the top of the cabinets - ceiling. We called the store immediately, they agreed this was an issue and would contact HQ and come back to us next day as this was quite late in the day. 

 

Following day, the GM dealing with this, was on a day off and had not told anyone to deal with this, as such we had to speak to the deputy GM and go through it all again. He checked in his system and confirmed to us, the designer (whom since has been sacked, they confirmed) at some point throughout the design process, had changed the measurements of our kitchen within their system, so that the final design fit the kitchen.

 

Only, it did not fit OUR kitchen, it fit the kitchen measurements they had in their system, so now we have a number of units and items too big for our kitchen and items do not fit, due to the designer changing the measurements of our kitchen within Wren's system and we do not have what we agreed and paid for. We were told these calls to the store were recorded and asked for a copy of the recordings to be sent to us, to which the deputy GM told us he would do and that he had contacted his IT dept twice to ask them to send over a copy of the recordings. 

 

Originally, Wren tried to argue that we have signed a "pre fit check" and should have gone through this with our builders prior to fitting. It turns out, the designer took it upon himself, on the 21st August to go through tick all the boxes (we were not even present in store) to say we had agreed to this and emailed it all over to us including the contract (not even informing us on the email to read through and check the pre fit). But we had not even designed the kitchen and did not decide on our final design until January 2023, so how could we have gone through a "pre fit check" with our builders on the 21st August as we didn't have any builders or a kitchen designed at that point. (I have uploaded these documents)

 

Wren customer care team arranged to send out a smaller kitchen (with much less storage space, and likely a lower price tag, due to being smaller units, we were told at this point, no compensation would ever be discussed until all works had finally been complete and that they would not as an organisation compensate for the time, off work, the extra cost associated with us contacting them, the delay in completing the work from the builders, the emotional stress and mental stress we were put through upon realising our dream kitchen had turned into the nightmare all due to the error of Wren's own designer, by changing the measurements of our kitchen within their design system and not telling us or anyone else) we then had to wait over a week for this to be made and delivered, still not 100% sure this would fit either. We also at this point found out from the customer care team that in store calls are not recorded, so we were again lied to as above by the store deputy GM.

 

In the meantime our builders said they may be able to turn the cornice on its side, cut it and it will then fit. But this is not final appearance we and finish we have paid for. We agreed for them to try and it we could over judge the outcome once fitted which Wren agreed. They began only to find one of our double wall units was then too wide (900mm) and needed replacing for 800mm as spacing was off between the cupboards and the splashback would have a big gap on one side and no gap on other between wall units. Wren once again agreed to send out the cabinet however this one would arrive after the smaller kitchen wall units. 

 

As a gesture of good will we were refunded delivery costs of £99, this is yet to reach us, although confirmed it was transferred and put in writing to us last week.

 

The larger kitchen now needed to be stored in our garage while we await the final cabinet this coming Thursday, if this does not look suitable then (ie the cornice being turned to fit) the current kitchen needs to be removed (wall units, fridge/freezer unit, wine rack, side panelling)  and the smaller kitchen fitted, this will also include our own original coving needing to be replaced as this was cut into to fit the taller (900 cabinets) wine rack and FF tower (all being replaced as mentioned above) Wren asked us to supply them with a quote from our builders as they would not send out their own fitters to complete this work. Accordingly, our builders sent an itemized quote to remove current kitchen, fit new kitchen, cornice and replace/paint coving. They averaged 1.5 day for two persons, @ just over £1300. 

 

Wren ran this through their "local calculator “which in turn estimated £608 (For fitting only, not considering the other works needing doing) which we rejected. When I asked them to consider the works in the quote, we were advised this isn't something they can do however they will run it through the system again! (Which will just result in the same outcome, the customer care supervisor could not comprehend the pre work needed, prior to fitting the newly delivered smaller kitchen. i.e uninstalling, painting, cutting coving, re fitting, painting, removal of current wall units etc etc, this all takes time)

 

The customer care manager then went on to discuss compensation, which from the start of all conversations with Wren we have been told that compensation will not be discussed until we are happy and our kitchen is signed off, she expressed that we would be offered £50 per extra delivery (even though the last delivery was £99 that we was given as a good will gesture) that we had equalling £200, when i expressed that i am not discussing compensation at this stage she continued to offer the £200. Once again, the customer care manager argued that we signed a pre fit, which i expressed she clearly hasn't read through the notes before taking my call. She informed that she would run the quote through the 'system' again and be in contact by Thursday, to which our builders were supposed to be here Thursday to finish the works by half day Friday.

 

We were told that the complaint has a named manager (Jamie) who is currently on leave this week, he had handled the issues reasonably well and it is now felt that we are passed to anyone who happens to be available, zero hand over from one agent to another and zero understanding to history of this case. 

 

We're now at a stage where we are not sure what is the best position to go down,

 

any advice would be greatly appreciated.

 

I know it is long and drawn out, but ultimately, we now have a kitchen that is not what we paid for due to the Wren designer changing the measurements of our Kitchen within their system.

 

 

 

 

 

 

 

 

 

Pre Fit checklinst.pdf

[BankFodder]

It will be very helpful if you could condense your extremely lengthy story into a bullet pointed summary – probably not more than about 10 lines or so in length.

I think then we will be able to get a look and start to understand what has happened and to ask irrelevant questions.

It's all free here. No one gets paid and so we need to do things fairly quickly and efficiently.

[BonM]

@BankFodderfair point, thanks for the feedback. Will do so.

[BankFodder]

Best to start a new thread