This company takes advantage of the vulnerable and blatantly lies
9 days after Wrens reply and unsurprisingly no one has contacted me.
Last year my mum purchased a kitchen from the Bolton branch, which according to the store manager, was overseen by him.
Before the kitchen fit, Wren changed the kitchen design without my mum's understanding, they never completed the fit and they charged her for services she has not received.
After the completion of the fitting i had a meeting with the Bolton store manager. In that meeting i asked if due diligence had been carried out as my mum is a 75 year old dementia sufferer.The store manager assured me that due diligence had been carried out as my mum was marked as vulnerable. He claimed he tried to contact me because he was concerned, but when i asked why did Wren fit the kitchen if they were concerned, the emphasis of the concern shifted to whether or not my mum could afford the outstanding finance. He assured me that the finance company would have been in touch to make sure she met their strict criteria, yet when i mentioned this to the people from the Wren Customer Instillations Team, the people it would seem who are tasked with "dealing" with complaints, they no nothing of this procedure and no call was placed to my mum.
During our meeting the Bolton store manager blatantly lied about important emails he claims to have sent to my mum, that the customer installations team would inspect the unfinished kitchen and communication he claims to have engaged with the kitchen fitter.
What i found the most disconcerting was the lack of any concern after my mum sustained a serious injury during the kitchen fit.
Wren delayed the fitting of the kitchen after her old one had been ripped out, the knock on effect was when i turned up to visit, my mum moved boxes from the spare room into her bedroom, boxes that would normally have been in a kitchen cupboard that should've been fitted by the time i had arrived. Subsequently she tripped over a box and broke her knee, and though i do not hold Wren responsible and have never made that claim, the Bolton store manager couldn't even ask how she was or say sorry to hear about that. He did however forward it to head office who were very quick to call to make sure they were not liable.
Items that my mum claims she did not want were placed on the order.
My mum wanted a stand alone fridge freezer for her new kitchen. Wren proceeded to put a 70/30 fridge freezer cabinet on the order, something my mum says she never asked for, my mum despises 70/30 fridge freezers and always has, so it seems a little odd that she'd ask for one. The image of a 50/50 fridge freezer is even on the visual render!
The cabinet, once delivered, had to be scrapped. No offer of a refund was made. It was only after my meeting with the Bolton store manger that the Customer Instillations Team emailed my mum to inform her of a refund within five days, however no payment was made. It took almost two months to pick up on this as my mum was recovering from an operation following her injury, and it was only after i contacted Wren that the refund was paid, was this deliberately withheld?? The fitting charge for cabinet has never been refunded or acknowledged.
The Bolton store manager also informed me that after my mum had refused delivery of the fridge freezer cabinet, he told the kitchen fitter to tell my mum to change her new fridge freezer to suit the freezer cabinet (that she hadn't ordered!) Which raises the question.... Why on earth would a store manager be communicating with customer through a subcontractor, unless it's another lie! The kitchen fitter says that phone call never happened.
Before my mum signed on the dotted line she was presented with a visual render of her new kitchen, it looks very nice. However the design she signed off on had to be changed because it the original design would never have fitted into her kitchen space. She was sent a new floor plan with the old visual drawing meaning my mum had no idea that the kitchen had changed, although in the store managers opinion, she should have understood because it was on the floor plan. Those changes have left a gap were the flooring was and an exposed wall!
The Bolton store manager also informed me that while my mum didn't get a new render in the final agreement, he had emailed one to her and she couldn't find it she should have checked her spam folder! Nothing had been emailed, yet another lie!
The result is the kitchen isn't finished, but because it was signed off on it's final. Obviously this doesn't take into account my mum sustaining a serious injury in this period and not being in a frame of mind to care at that period in time.
Bottom line, i believe my mum has been deliberately mislead in the interest of an easy sale and the disgusting attitude of the store manager is echoed by those higher up.
Wren has no concern whatsoever!
Avoid this company!!!!
Reply from Wren Kitchens
Hi Darryl,
Thank you for your review. I've forwarded your comments on to our Management team and asked that they investigate. You will be contacted directly to discuss your complaint further.
Thanks,
Adam
