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Hi
Looking for legal support for dealing with Wren Kitchens.
We ordered our kitchen before lockdown and of course everything was delayed which was understandable. This was part of a new kitchen extension and the work resumed this April with a complete date of mid June in order for Wren to fit the following week. A month or so before hand Wren called to organise a pre fit but only gave us one date and time which is when we pick up the kids from school. We asked for another date and Wren said they would come back to us. Two weeks later a rude planner shouted and swore at us for not letting someone in and told us we would have to move our date (as we were apparently not ready) or go somewhere else for a fit. He changed the date to mid July without our consent and when we called HO to complain they offered us August. We followed that up and were then told we had decided not to use their fitters and were removed from their list altogether. Our builders have been great and had other jobs so let them focus on someone else whilst we resolved things with Wren and I wrote to the Wren CEO for action. I got a response from a complaint handler who said she would get things back on track. This was the end of May and we got our builders back on the case a few weeks later. After several false starts, no response to emails, no offer of phone number etc we finally managed to get someone appointed to complete in mid July (a month after the committed date). We agreed and our builders were on track till one of their children got COVID and it pushed our date back 2 weeks. Since then I have been trying to communicate with Wren to get a new date but get one response from the fit team every 2-3 days, no response whatsoever from the complaints handler and despite asking more than a dozen times no phone number to call anyone on. As of last Friday they have stopped responding altogether. We have now had to source another fitter which is no planned for end August (2.5 months beyond the committed date) and asked Wren to refund our fitters costs. So far I have no response from them and given the communication so far do not expect one.
My next step is to again write to the CEO and name the people who have failed us and request this case be looked at again.
My wife and I have both suffered sleepless nights, anxiety and endless frustration trying to work with Wren and I want to know what legal recourse do we have if they stop communicating for good and do not refund our fitting charge (~£4,824).
Can anyone provide guidance or support please?
Thanks
Looking for legal support for dealing with Wren Kitchens.
We ordered our kitchen before lockdown and of course everything was delayed which was understandable. This was part of a new kitchen extension and the work resumed this April with a complete date of mid June in order for Wren to fit the following week. A month or so before hand Wren called to organise a pre fit but only gave us one date and time which is when we pick up the kids from school. We asked for another date and Wren said they would come back to us. Two weeks later a rude planner shouted and swore at us for not letting someone in and told us we would have to move our date (as we were apparently not ready) or go somewhere else for a fit. He changed the date to mid July without our consent and when we called HO to complain they offered us August. We followed that up and were then told we had decided not to use their fitters and were removed from their list altogether. Our builders have been great and had other jobs so let them focus on someone else whilst we resolved things with Wren and I wrote to the Wren CEO for action. I got a response from a complaint handler who said she would get things back on track. This was the end of May and we got our builders back on the case a few weeks later. After several false starts, no response to emails, no offer of phone number etc we finally managed to get someone appointed to complete in mid July (a month after the committed date). We agreed and our builders were on track till one of their children got COVID and it pushed our date back 2 weeks. Since then I have been trying to communicate with Wren to get a new date but get one response from the fit team every 2-3 days, no response whatsoever from the complaints handler and despite asking more than a dozen times no phone number to call anyone on. As of last Friday they have stopped responding altogether. We have now had to source another fitter which is no planned for end August (2.5 months beyond the committed date) and asked Wren to refund our fitters costs. So far I have no response from them and given the communication so far do not expect one.
My next step is to again write to the CEO and name the people who have failed us and request this case be looked at again.
My wife and I have both suffered sleepless nights, anxiety and endless frustration trying to work with Wren and I want to know what legal recourse do we have if they stop communicating for good and do not refund our fitting charge (~£4,824).
Can anyone provide guidance or support please?
Thanks
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