Wren Kitchens - Acton Reviews 21

Saga continues with Wren Part 3

We ordered fitted bedroom cupboards from Wren (Order .....) and the experience has been extremely poor at every stage.

The installation date was changed twice at the last minute, despite written assurances. When the installers finally arrived, they discovered incorrect measurements and mismatched components. They contacted Wren during the installation to report the issues, and we raised concerns immediately.

Because of these errors, the installers had to modify the units on site simply to make them fit. The final result does not match the design we paid for. One cupboard door cannot open at all because it hits the ceiling light due to incorrect spacing.

There is also damage done to the ceiling and light surround.

The installers left our home obstructed with packaging, off‑cuts, long lengths of pelmet wood, and their own personal rubbish (including empty bottles). This created a clear hazard inside our home. The waste collection arranged by Wren was delayed, prolonging the unsafe condition for 4 days.

Despite all of this being reported in real time — and Wren staff speaking directly with the installers on the day — the company is now refusing to address the remedies requested unless we agree to yet another internal “assessment,” even though they already have full knowledge of the defects with photographs at each stage.

This has been a stressful and disappointing experience, and we have been left with defective cupboards, property damage, and no meaningful accountability from Wren.

Large number of packages and appliances delivered to 3rd floor without fuss and exactly where instructed to leave them. Seamless and pain free when you have the size of a kitchen being completely remodelled. Top class.

Fast delivery into my flat and accommodative with narrowing of my initially allocated time-slit since I was unable to be home for its entire duration.

After a false start, the fitter that recently attended was just outstanding! He was professional, friendly and incredibly helpful. His craftsmanship and expertise are second to none. He was just perfect! I absolutely LOVE my walk in wardrobe designed by Wren.

We had an amazing experience from start to finish. The kitchen designer met our expections but this review is for the delivery team. Rob and John were brilliant and very friendly. They also gave some great advice and the aftersales messages were really helpful.

The Wren salesman and designer for my Walk-In Wardrobe, the staff wereabsolutely fantastic, as was the engineer. They were very professional, friendly and did an excellent job, as have all the staff at Wren in Acton. The delivery guys were also great - they came on Tuesday. I had an email stating that the installation would take place over the next two days. On Wednesday, no-one turned up. I called Wren and they tried to contact the fitter. They stated it would be the next day. Thursday has arrived and no-one has turned up. I called Wren again and they called the fitter (it went to voicemail). I was told that the manager would be informed. I had a call back stating that the fitter was ill and they would try to find an alternative fitter. I have taken time off for this installation, and no fitter to date!

Acton branch - 12/10 service from Abdul.

I chose Wren for my new kitchen as their Infinity Plus range offers Spectrum in 1,950 colours, meaning I could get a premium, customised look without paying bespoke prices (Shrek green for the win).

I was assigned Abdul at the showroom who instantly understood the look and feel described and sought to make the most of the small space I had.

He went above & beyond throughout the process, designing everything from start to finish, coordinated surveyors & was super timely & helpful with follow ups in store & over the phone (he even scheduled me an appointment in person with 2 hours notice most recently). It was also reassuring to have someone keeping an eye on seasonal deals & pointing out where I could save some money with a different appliance or finish.

Hands down the most enjoyable buying experience of 2025 and I wouldn't hesitate to recommend Abdul to anyone looking for a new kitchen in the area.

Thank you Abdul!!

Acton branch - what a fantastic service Hasan today far exceeded our expectations of what WREN provide. We booked a meeting to help us start designing a kitchen. Hasan was friendly, helpful, gave us advise. He wasn’t pushy, he wasn’t your typical salesman he actually helped us. He was very quick at his job but didn’t rush us! We were able to view our kitchen via VR 3D ! This was great.
We haven’t yet booked our kitchen but based on the service we got today we are pretty certain we want to return to know that the stresses of kitchen fitting and needing building works arranged can be looked after by this staff member and branch. Ishan the branch manager was helpful on the phone when I needed to call back who also put my mind at rest with some more helpful advise when looking for specific builders via wren.

I would strongly advise against using Wren Kitchens for any project. My experience with the company has been deeply disappointing and reflects a serious lack of professionalism and accountability at every level.

There appears to be a high turnover of staff, which is unsurprising given the disorganisation and poor internal communication we encountered. Despite spending over six hours in their showroom meticulously planning our kitchen, the final outcome was riddled with errors—missing items, incorrect elements, rescheduled dates, and chaotic delivery processes.

While mistakes can happen, what is unacceptable is the complete absence of ownership or responsibility. Rather than resolving issues, departments repeatedly deflect blame onto one another, forgetting that from the customer's perspective, they represent a single organisation. I am not interested in internal excuses—I simply expect the service promised to me.

Customer service has been equally ineffective. I have raised two formal tickets, both of which were automatically closed without resolution or follow-up.

In short, Wren Kitchens has demonstrated a concerning disregard for customer satisfaction, and I cannot in good conscience recommend them to anyone.

Absolutely disgraceful service from Wren Kitchens. I had everything organised for today’s delivery — kitchen stripped, fitting team booked, and waiting on-site. The delivery crew arrived only to start making excuses about parking, even though spaces were available directly outside. When I pointed this out, they then refused to deliver because the items needed carrying to the 2nd floor — something I had already disclosed when giving my address.

Worse still, they have now sent me a receipt for a partial delivery, yet refused to complete it. They are now demanding another £150 re-delivery fee on top of the £150 I already paid for the original delivery that they failed to complete. The failure is entirely theirs. Their behaviour is deceitful, unprofessional, and completely lacking in empathy. I’m horrified that a company of this size treats customers this way and then tries to penalise them for problems of their own making.

We recently got the Country Ermine (ceramic matt and sage green) design combined with the Autumn Forest Harvest style, both from the Infinity Plus range in Wren. From start to finish, the whole process was seamless and very well coordinated.

A big shout-out to Miranda Lo, our designer from the Park Royal branch, who is incredibly talented, sharp, and creative. We are quite particular—and admittedly a little fussy—when it comes to design and product choices which also lead to numerous changes in design at end moment and throughout but Miranda handled everything with great patience and professionalism. She guided us with her wealth of industry experience, offering valuable insights that we’ll carry with us well beyond just the kitchen.

Since we arranged our own fitter, delivery was offered within just two days of signing the contract. We postponed slightly to align with our renovation schedule, but when the kitchen arrived last week, the process was swift, well-organized, and clearly documented—making it easy for our fitter to check, itemize, and install.

Overall, we’re absolutely delighted with our purchase—thanks to Miranda’s dedication and expertise in making our dream kitchen a reality!

I purchase a kitchen from wren, they came and measure my kitchen, and supply all material, I used private contractor to instal it, in the end some panel which not cut to size become unused, I contact to Wren and request to return it, they are refused and try to say that, this is order only for your kitchen and we can not accept return, I ask if you can used any of those panels and pieces with out cutting them, I will keep it and not return that part, but all stuff which mass product and I did not used it and still in original package, I have right to return and refund it, please make sure they sell lots of extra items and in the End not refund it and make unifier profit from customer

This is my Second review after 2 years of usage. Service at selling point is good. But the quality of cabinets are poor. The laminate in one cabinet after just 2 years has started to peal off. Wren claim they replace faulty cabinets under warranty but not the labour to remove and refit the faulty cabinet, which is unacceptable at the premium price you pay.

We recently visited Wren Kitchens for a kitchen design appointment and were assigned a staff member named A*. Unfortunately, despite having a scheduled appointment, we were met with an unwelcoming and dismissive attitude.

A* showed very little interest in what we wanted, and when I didn’t like some of the models he suggested, he became noticeably rude. I’m not sure why he treated us this way — maybe he was having a bad day, or perhaps we didn’t fit the image of customers he wanted to deal with. Either way, the experience was deeply disappointing.

This visit was meant to be the exciting beginning of our new home renovation journey, but it ended in frustration and disappointment. When we suggested moving ahead with the design and finalizing furniture later, he refused and insisted no design could be done without selecting furniture first.

My partner and I left the store feeling upset and disrespected. It was a very negative experience, and I would not recommend Wren Kitchens based on this interaction.

Edit: Instead of investigate, Wren Kitchens tried to remove my comment in Trustpilot!!

I am Deaf from birth and cannot use the phone, so clear communication is extremely important. I am very angry and disappointed with your service. Wren Kitchens at the Acton branch measured my kitchen completely wrong, which has caused serious delays.

I paid £198 for the missing parts, and they were supposed to be delivered yesterday — but nothing arrived. Now my entire kitchen installation is on hold, and my builder is going away on holiday. This has caused unnecessary stress and disruption.

My daughter tried to contact you on my behalf, but no one responded. This level of service is unacceptable, especially after taking my money and failing to deliver.

I expect proper communication, immediate resolution, and compensation for the delay and inconvenience caused.

Dear Jane Sampson,
We have now confirmed your delivery date of Friday 11th July 2025 to Flat 4 Roffey Court 9, Swynford
Gardens, London. NW44XN. We will now begin producing your new Wren order!
This means no changes can be made to your order or your delivery date. If there is anything I can help with, please let me know, otherwise I will be in contact soon with your delivery time slot.
Kind Regards,
Becky
Delivery Support Team
Wren Kitchens
Terms
It never turned up!

The worse is they close at weekend. It caused me too much stress over the weekend

My daughter called you. She was told
That So apparently the vehicle broke down that was bringing the deliveries on Friday. I’m just waiting to get a delivery date from them now.

I don’t understand why no one contacted me or my daughter earlier. I waited all day on Friday expecting the delivery. Danielle received a text at 3 PM saying the parts would be delivered within the hour. At 4 PM, she let me know they were on their way. I waited all day at home and kept an eye on the doorbell flash, waiting again—but no one ever showed up.

This is completely unacceptable. If the delivery vehicle broke down, someone should have informed us immediately. Instead, we were left waiting with no proper communication. It caused unnecessary stress and disruption to my day. I would like to know why we weren’t kept informed and when exactly I can expect the delivery.

Avoid at all cost , just delighted my experience with Wren kitchens is over

From poor design , to delivery issues 4 items not delivered, when I called to report this all they said was it was scanned, eventually a week later they arrived

Dealing with the Quartz team was a nightmare after their initial design they said it would not fit and would have to be cut, I was not happy about this so cancelled the order … they refused to cancel , when it did arrive it looked nothing like the £4200 worktop I ordered …never again

We bought a kitchen from Wren in January 2020. By September 2023 the laminate on the doors had started to come off on several doors. So far this has happened on 5 doors, out of a total of 11 doors. This is shocking. Now another door has the same issue. Wren have replaced the doors, but it's inconvenient and frustrating. There is a 10 year guarantee, but what happens after that? Surely we can't be the only customers with this problem? I would never buy from Wren again or recommended them.

We had a pleasure of dealing with our kitchen designer Abdul Taja in Wren Acton (beautiful large showroom ) and really can't fault anything about the experience. Abdul was not only highly knowledgeable, fast, well organized, patient and did his best to save us ££ but also very pleasant and respectful person. Thank you 😊

Another 30 minutes on hold.My account has been agreed.No such thing.Today finally got answer after 35 minutes on hold,all has been detailed with,but person messed up the transaction and will now have to start all over again.The claim is agreed and will take another week as it is the weekend and bank will be closed! You don't need the bank to be open,everything is done on line.They are just awful liars.This company should be in court.( units kitchen cost's- £6800. Installing included. A survey from fitter's added another £5000. Stay away from them.