Faulty Wren Kitchen

[Brenners71]

Hi there, I had a high gloss Wren kitchen installed in December 2014. Since then it has been constantly chipping and cracking and I have more or less had the whole kitchen and some of the utility room replaced by them. However, the doors etc are still cracking and chipping and there has been lots of emails/letters informing them of the Consumer Act etc and that they have sold me a faulty kitchen. We were informed by the Citizens Advice Bureau that Barclays Finance are also liable as we obtained finance from them. I have copied them in on letters from myself to Wren and since they came on board Wren head office have been in touch and asked me to go to some showrooms and choose a different kitchen range and colour. This has all been so long winded that I feel like banging my head against a brick wall! After taking more time off from work to visit a few different showrooms, I informed Wren that I would like to keep the same kitchen but in a matt finish instead as thought this wasn't likely to crack/chip. The colour option I chose was very similar to what I have already got, but I chose the breakfast bar in grey. After another six months of correspondence Wren contacted me 2 months ago to say that unfortunately it wasn't a viable option and that they would replace my kitchen with the same high gloss kitchen I have already got. To say I was disappointed in them is an understatement. I sent an email to them and the Directors Office and stated that they have been replacing my kitchen for the past 2.5 years so to offer me the same kitchen, after asking me to choose another range and look at colour options, was indeed extremely disappointment and their customer service is despicable. I haven't heard from them for 2 months and now feel that maybe I should go to a claims court.

I would be extremely grateful for any advice as not sure where to go from here.

Many thanks

[Kati]

Re: Faulty Wren Kitchen

tagging [MENTION=39710]des8[/MENTION] and [MENTION=71570]R0b[/MENTION] for starters (they might have some ideas/suggestions ).

to LB btw xx

[Brenners71]

Re: Faulty Wren Kitchen

Thanks for your prompt reply Kati and help. This website is all very new to me, how do I go about tagging your recommendations?

Thanks x

[Kati]

Re: Faulty Wren Kitchen

Thanks for your prompt reply Kati and help. This website is all very new to me, how do I go about tagging your recommendations?

Thanks x

I've already tagged them for you [MENTION=104978]Brenners71[/MENTION] ... but for future reference, if you want to get the attention of a particular Beagle all you have to do is type the @ sign and then their name (so [MENTION=49370]Kati[/MENTION] for me OR ~ @Amethyst [MENTION=87380]Diana M[/MENTION] [MENTION=39710]des8[/MENTION] [MENTION=71570]R0b[/MENTION] [MENTION=98117]warwick65[/MENTION] etc...) All you have to do is make sure you spell the names right lol (I've been caught out a few times myself ) xx

[des8]

Re: Faulty Wren Kitchen

Hi
Looks as if you have a case, but I'm just on my way out.
I'll look back in tomorrow a.m. and post further if you've had no responses.

[Brenners71]

Re: Faulty Wren Kitchen

[MENTION=49370]Kati[/MENTION] and [MENTION=39710]des8[/MENTION] ....thank you so much! I very much look forward to hearing from you, hope you have a good evening.

S x

[R0b]

Re: Faulty Wren Kitchen

I agree with Des, it sounds like you have a viable claim against Wren. I think it's a bit cheeky of Wren to only offer you the same kitchen type that has shown cracks and I assume you have lost all faith with the kitchen type you have installed. Personally, I am not so sure they can simply renege on their offer to choose a different type of kitchen. Did they say any kitchen or up to a certain value?

What is the value of the kitchen, and are you prepared to go to court over this? Alternatively, did you pay any of the amount by credit card?

You've also mentioned Barclays so I am assuming you have entered into some sort of credit agreement and if that's the case what sort of agreement is it? A loan, conditional sale or something else?

As far as your legal rights go, if the installation was around December '14 then it would fall under the Sale of Goods Act 1979 but if Wren also did the installation then it's possible it falls into the Supply of Goods and Services Act 1982 and in that case you could argue the goods are not of satisfactory quality, fit for purpose and/or that Wren did not carry out the installation with reasonable skill and care.

My point about the option to choose another kitchen is because you could ask the court to order specific performance in lieu of any damages i.e. Wren must supply and install the alternative kitchen you had chosen. However if the difference in value is substantial I doubt a court would make such an order.

What we can suggest in terms of your next steps depends on how you answer the above questions.

[Diana M]

Re: Faulty Wren Kitchen

Wren Kitchens is a member of The Furniture Ombudsman (which includes fitted kitchens) and their complaint service is free for consumers to use.

Here's how to get started > https://www.thefurnitureombudsman.or...-installation/

The Ombudsman resolved a similar issue for a colleague of mine (not a client of my firm).

Di

[Brenners71]

Re: Faulty Wren Kitchen

I agree with Des, it sounds like you have a viable claim against Wren. I think it's a bit cheeky of Wren to only offer you the same kitchen type that has shown cracks and I assume you have lost all faith with the kitchen type you have installed. Personally, I am not so sure they can simply renege on their offer to choose a different type of kitchen. Did they say any kitchen or up to a certain value?

What is the value of the kitchen, and are you prepared to go to court over this? Alternatively, did you pay any of the amount by credit card?

You've also mentioned Barclays so I am assuming you have entered into some sort of credit agreement and if that's the case what sort of agreement is it? A loan, conditional sale or something else?

As far as your legal rights go, if the installation was around December '14 then it would fall under the Sale of Goods Act 1979 but if Wren also did the installation then it's possible it falls into the Supply of Goods and Services Act 1982 and in that case you could argue the goods are not of satisfactory quality, fit for purpose and/or that Wren did not carry out the installation with reasonable skill and care.

My point about the option to choose another kitchen is because you could ask the court to order specific performance in lieu of any damages i.e. Wren must supply and install the alternative kitchen you had chosen. However if the difference in value is substantial I doubt a court would make such an order.

What we can suggest in terms of your next steps depends on how you answer the above questions.[/QUOTE]

[Brenners71]

Re: Faulty Wren Kitchen

Hi there, very helpful thank you. Yes Wren asked me verbally and by email (so I have proof) to go to a local store and look at other options and colour choices. They didn't give me a figure to go to, but I confirmed back to them that I was happy to keep the same kitchen but in a matt finish so there is no cost to Wren. My kitchen is a high gloss cream colour so the only change was asking to have the units under the breakfast bar in grey.

They have left a very bitter taste in my mouth as it has taken over 2.5 years to get to the point of being told I can only have the same kitchen replacement in high gloss as having it in matt wasn't a viable option for them. I have had so many visits from fitters and Installation Managers (most of my kitchen and utility room has been replaced but new doors/plinths still cracking). I was even told by one of the managers that there had been a fault with this range but that they have now rectified it, which they obviously haven't. Due to the bitter taste I would now be prepared to go to court over this matter but would have preferred to just have a kitchen replacement as going to court is a lengthy and time consuming process. I did do most of my communication by email so have proof etc. The problem is with both my kitchen and utility room so they would need to replace both rooms......it would just be the doors as I said I am happy to keep the carcasses.

With regard to Barclays, the Citizens Advice Bureau informed me that they are also liable as we took out a 0% finance loan with them, but paid it back at the end of one year. As soon as I started copying Barclays in on the letters to Wren, Wren agreed to replace my kitchen.

I have sent Wren's Head Office/Directors Office numerous letters stating the Supply of Goods Act 1982 and also1979 as they did the fitting, but these were totally ignored. When my kitchen was fitted they left a live wire in one cupboard and we also paid around £1000 to have appliances fitted, but these were just put in place and not wired/plumbed in so we had to get someone else in to do this for us. We have never received a refund for this.

The cost of my kitchen was £10,257.97. This price does not include appliances or worktops. Deposit paid by card was £1,042.80
The cost of my utility room was £3,863.92. This price does not include appliances or worktops. Deposit paid by card was £386.40.

Many thanks and I really appreciate all the advice your giving me.

S

[Brenners71]

Re: Faulty Wren Kitchen

Thank you Di this is very helpful. I have copied the Furniture Ombudsman in on many of the emails/letters to "push" Wren along on this matter but not personally contacted them direct so will consider this route now.

Kind regards
S

[Diana M]

Re: Faulty Wren Kitchen

Thank you Di this is very helpful. I have copied the Furniture Ombudsman in on many of the emails/letters to "push" Wren along on this matter but not personally contacted them direct so will consider this route now.

Good plan. The Furniture Ombudsman is free to use too

Since any claim you make is likely to be allocated to the Fast Track (because it'll be over £10k) you have to take on board any costs risks if you lose because then you'd have to pay the other side's legal fees.

There was a good BBC Watchdog on Wren Kitchens 'service levels' but I can't trace the link at the moment.

But this was in the Daily Record > http://www.dailyrecord.co.uk/authors...r-firm-6349979

You are not alone .

Di

[R0b]

Re: Faulty Wren Kitchen

As Diana has suggested you could opt to go to through the Furniture Ombudsman and having looked at their FAQs it appears that if they find in your favour and you accept it, then it becomes binding on both parties.

Diana has also pointed out the claim value is over £10,000 so you won't be covered by the small claims procedures which limits costs for both parties however that doesn't stop you from recovering a smaller amount to bring it within the small claims track i.e. £10,000 or less (which means your costs would be limited if you did lose). However if you did go down that route, you couldn't then make a further claim for the rest of the amount because that is an abuse of process and you can't bring two claims for the same issue.

Difficult to say whether Barclay's are also liable without seeing the agreement but in relation to the amounts being paid by card, you've yet to confirm whether it was debit or credit card? If it was credit card, then you can go down the section 75 route because the credit card company is jointly liable with Wren. You normally have to fill out a form and if they agree you have a valid problem then they will generally pay out. If they refuse then you can also go to the Financial Ombudsman and if they agree with you, then the CC Company is legally obliged to refund you whatever the FOS has suggested (provided you accept it).

[Brenners71]

Re: Faulty Wren Kitchen

Really helpful [MENTION=71570]R0b[/MENTION], much appreciated.

[echat11]

If you are looking for a new kitchen, well there is a lot of work to be done, you need to consult some of the kitchen suppliers to found the best one for you and your needs. This is my scenario and I've spent nearly 7 months to find the best kitchen supplier for me. bespoke kitchens chelmsford was the best choice for me, and they have done a great job. I am really pleased with my kitchen now and I think you can check them too if you want, I am sure they will find something suitable for you

Do they have a 'Time Machine' too? I want in light blue.