Complaints

This profile includes complaints for Wren Connecticut Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wren Connecticut Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wren Connecticut Inc

  1522 Boston Post Rd # 24 Milford, CT 06460

• 

  Wren Connecticut Inc

  1122 Hanover St. Sugar Notch, PA 18706

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a home and I had sanded and refinished my hardwood flooring . I purchased a kitchen from Wrens Kitchens and had their installers install the kitchen. The installers placed a cardboard with a tape that ruined my floors.i have contacted the business and the installers with no outcome, they just have gave me run arounds and excuses.I am seeking for your help to resolve this issue .

  Business Response

  Date: 01/28/2025

  Dear ****,

  
  Thank you for bringing your concerns to our attention. We truly understand how upsetting this situation must be and appreciate you sharing the details with us.
  I have reviewed your order, along with the photos and quote you provided. Since your concern involves potential damage caused by our third-party installation company, we are actively working with them to address the issue. Please know that this is a matter we take very seriously, and we are committed to finding a resolution as quickly as possible.

  
  At the moment, we are in contact with the installation company and awaiting their response. Once we have more information, a member of our team will reach out to you by phone to keep you informed.

  
  In the meantime, if you have any questions or would like to follow up, please don't hesitate to contact us at ###-###-####, Monday through Friday, 9:00 AM to 5:30 PM. We’re here to help.

  
  Thank you for your patience and understanding as we work toward a resolution.

  Wren Resolutions Team

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I been actively contacting Wren and the installers refused to resolve the issue. This has been an ongoing back and forth since December and no resolution has been found.
  I originally paid my kitchen to Wren and I believe is only fair that Wren resolves the issue in a timely matter. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/18/2025

  Good afternoon ****,

  We acknowledge receipt of your BBB complaint and sincerely regret any inconvenience you have experienced. We understand that you have been in discussions with our resolution team and that efforts have been made to address your flooring concerns. We also recognize that some offers have been provided and declined, and we remain committed to working toward a satisfactory resolution.
  If you have any further questions or require any additional assistance, please do not hesitate to reach out to us.
  Thank you for your patience and for allowing us the opportunity to assist you.

  Customer Answer

  Date: 02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I was given the option by wren to have the original contractor who is not a flooring expert come fix my floors or look for 2 additional quotes , which I took the time to look for the 3 additional quotes;were are declined by wren. They offer to compensate me for 600 dollar which is not near the price I got for the quote.How did they come up with that amount? What can I fix with that amount ? . So I then told them they can hire themselves a flooring company to come fix the issue and they declined that as well. Jonai one of their manager then told me I can reach out to a company that told them they can fix it for 450 but that would be between the company and I, making wren not responsible for anything .This issue has not been resolved, and they are not willing to take responsibility.

  Sincerely,
  
  **** *****

  Business Response

  Date: 02/19/2025

  Dear ****,
  
  Thank you for sharing your concerns.
  
  After reviewing your order and the notes within our system, we can see that multiple efforts were made to provide a resolution to your concerns. Initially, we offered to have the original installer complete the repairs, assuring that if any further issues arose, we would take appropriate action to make it right. However, this option was declined by yourself.
  
  To accommodate their request, we asked for 3 repair quotes for review, with the understanding that there were no guarantees. After reviewing the estimates, we found that the quotes were rather large in amount. With this being said, we were able to find an installer that quoted a lesser amount to review and repair. We offered to cover the cost plus an additional amount.
  
  As of yesterday, we can see that we reached out to the installation company to have them contact you to schedule a conversation and visit to review your concerns and complete the repair.
  
  We are awaiting your response so we can move forward with the resolution.
  
  Please contact us Monday through Friday from 9AM-5:30PM to discuss.
  
  Thank you,
  Liza
  Wren Kitchens Resolutions Team

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My review has nothing to do with the quality of the cabinets or their location. However during the process they hard pulled my credit twice without my consent. The first time was to finance the cabinets, the second time I was told it would only be a soft credit. I have this confirmed in email with my designer ***** *******. I have been attempting to reach out to the location manager Amira E*** since September it is now January. I am very disappointed how they handled this. They need to train their staff better than to run their consumer credit without their consent. I wish for this to be resolved and for my credit to be corrected. ***** ***** is under the belief that I submit the credit pull request and it was not done by a second party. Someone from Wrens kitchen needs to communicate to ***** ***** that I did indeed neither approved nor pull the request. Otherwise I feel I should be financially compensated for the burden to having to reach out to each credit bureau to have this corrected.

  Business Response

  Date: 01/07/2025

  Dear *******,

  
  Thank you for reaching out and sharing your concerns. We’re delighted to hear that you’re enjoying your cabinets and that your installation journey has been a positive experience so far!
  Regarding the two hard inquiries on your credit report, we sincerely apologize for any confusion this may have caused. After looking into the matter, we can confirm that we contacted ***** ***** at the end of December and requested the removal of one of the hard inquiries from your report.
  Should you have any additional questions or need further clarification on this, we recommend contacting ***** ***** directly for confirmation.
  If there’s anything else we can assist you with, please don’t hesitate to reach out to our customer service team. We are available Monday through Friday, from 9:00 AM to 5:30 PM, and would be more than happy to help.
  Thank you for choosing Wren, and we appreciate the opportunity to assist you.

   

  Kind Regards,

  Wren Resolutions Team
  

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kitchen cabinet from Wren Kitchen, located at **** ****** **** ***** ******** *** *****, Phone # ###-###-####, for $23,000.00. This purchase included cabinets and countertops and took place in September 2024. The countertop I selected from the store and purchased was not the same one that was delivered to me. Two days after delivery on October 23, I went to the store with pictures and with my contractor to verify the color of the countertops. The store's general manager acknowledged that the countertops delivered to me were lighter than the ones I selected at the store. The general manager instructed me to contact their customer service department. The customer service department responded: Sorry, it is your problem. The salesperson should have told you that countertops can come in different colors. Now, it is your problem. I asked to come to send someone to my home to take a look at the countertop, and they refused. I asked them to research other ways to darken the countertops, and they refused. This company should not be doing business in the ****** ******. It does not know how to treat its customers. In sales, it promised something but delivered something else and refused to listen to the customer.

  Business Response

  Date: 11/05/2024

  Dear ******** ******, 
  Thank you for bringing this matter to our attention. We understand your concern regarding the color of your quartz countertop, and we’d like to clarify the situation.
  Quartz is a natural material, and as such, its veining and coloration can vary significantly from one slab to another. While we make every effort to ensure that our customers are informed about these variations, we cannot control the exact appearance of veining or color within the stone. This is a known characteristic of quartz, and we provided you with brochures and samples to give you a better understanding of the possible variations before making your final decision.We sent you multitude communications including a link to our brochure
  ****************************************************************************************
  In this particular case, you were presented with multiple options and was given 9 separate opportunities to change your selected color throughout the process. Each time, you had the option to review and select a different color or pattern based on your preference. Ultimately, you received the quartz countertop you had contracted for, and the final product was consistent with the initial selection.
  We take customer satisfaction seriously, and we strive to provide clear communication and excellent service at every step of the process. We believe this issue has been addressed in accordance with the terms of the contract, and you had received what was agreed upon.
  We appreciate your understanding and are happy to provide any further clarification if needed. If further clarification is needed, please do not hesitate to reach out to our customer service team Monday through Friday from 9:00AM-5:30PM and we will assist in anyway that we can. 
  
  Sincerely,
  Wren's Resolutions Team

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wren Kitchen Installation was May, 2022 Paid Business $24,000 approximately. Outstanding $18,889.64 Wren Kitchen has 100% lifetime guarantee on Kitchen cabinets Dispute is: Kitchen cabinet doors were replaced once because a defect which is permanent water marks on green doors. After replacement the water marks are still present and permanently on doors despite my following instructions for wiping down doors as the Wren Kitchen Installers did and showed me what to do. There were no products used on doors. The kitchen has white doors and green doors. Green doors have watermarks and the white ones do not have water marks. I have tried to resolve this since July 2024 and now it is September 2024, and Sales and Customer Service tells me they will resolve it and call me back. But I have proof on my cell phone that they have NEVER called me back or tried to resolve the issue. I physically showed them the water marks in the ******** ** office to Hank Forbes and Matt C****l and Mark. I have spoken to Lindsey Martinez at the ******** ** showroom. I have spoken to Skyler (last name not provided) and John (last name not provided) at Customer Service and was promised a call back.

  Business Response

  Date: 10/01/2024

  Dear *****,
  Thank you for taking the time to share your feedback and for bringing your concerns to our attention. We sincerely apologize that your experience has not met your expectations, as we strive to provide exceptional service and quality to all of our customers.
  After reviewing your account and the details of your order, we see that you have been in touch with our customer service representatives, and we have been working diligently to address your concerns. We have also reviewed the photos you provided with our product development team and, based on their assessment, determined that the issue with the doors does not appear to be a manufacturing defect.
  That said, as a gesture of goodwill, we offered to replace your green doors due to the concerns you raised. We understand that this resolution was declined, as your request was to replace all green doors and panels with white to match the rest of your kitchen. Last week, we once again offered to replace all green doors with white, but this offer was declined as well.
  While your cabinets are covered by our limited lifetime warranty, as outlined in your contract, our showrooms, and our website, we remain committed to finding a solution that works for you. If you would like to proceed with the replacement of the green doors, we encourage you to reach out to our customer support team. Our customer support team is available Monday through Friday, from 9 AM to 5:30 PM, and they will be happy to assist you in processing the replacement order.
  We appreciate your patience throughout this process and hope to resolve this matter to your satisfaction.

  Customer Answer

  Date: 10/03/2024

  **** ******* ***** ****** ******** ******

  Thank you for your help in regard to my complaint with Wren Kitchen. Please know that the green/blue colored doors not only have permanent water marks on them but smudge marks as well. With regard to the watermarks, I have been informed it is because I left the water on the doors too long. Water usually dries in a couple of hours off of most kitchen cabinet doors unless there is a flood in your house. So these kitchen doors require constant cleaning unlike regular wooden cabinets. This should have been part of the maintenance statement included in the paperwork or stated to me at the showroom at the time of purchase. The sales team should have also said if you don't wipe your cabinet doors down every 5 seconds we cannot guarantee your 100% lifetime warranty. The Better Business Bureau is involved because WREN Kitchen simply WERE NOT going to replace my cabinet doors in accordance with the lifetime guarantee/warranty. Wren Kitchen informed me, the customer, that the permanent watermarks are there because of my negligence in wiping down the doors immediately. Attached you can see a permanent smudge on my green/blue 3 drawers, so that is not a watermark but rather a smudge of some sort that simply won't come off, so now we have 2nd issue with these doors. 

  I would like to discuss this further with a Better Business Bureau Representative before I make my final decision. I believe that these cabinet doors are still going to show watermarks and smudges because despite the fact that these were very expensive doors to purchase the quality is simply not there.

   

  Thanks,

  ***** ****

  917-691-8132
  

  Business Response

  Date: 10/11/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We truly appreciate your feedback and the opportunity to address the matter. After reviewing your account, we can see that you’ve been in contact with our customer support team.
  As of October 7th, we have successfully placed an order for your replacement items, and per your request, they are scheduled to be delivered in November. If you have any further questions or concerns, please don’t hesitate to reach out to our customer support team, who are available Monday through Friday from 9 AM to 5:30 PM.
  Thank you again for your patience, and we look forward to resolving this to your satisfaction.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a kitchen from.wren in ******** ** They promised 1 day install 1 day delivery Delivery was delayed, cabinets arrived dammaged...project install.was delayed prrox 2 weeks They used a bait and switch tactic sold me a quartz countertop.that was not actually available. I am now having trouble receiving a credit for the quartz countertop that was never installed, the installation kit and also credit for a damaged cabinet that WAS installed I have sent ridiculous amounts of emails to.numerous people, have had to take multiple days off of work to be home for delivery and install And now am.still having issues getting a refund. Thank you for your help in this matter

  Business Response

  Date: 06/20/2024

  Hello, 

  We  are sorry to hear of your journey.    Please contact customer support to review your journey .  We may be reached at  ###-###-####  Monday - Friday 9 am to 5:30 pm 

  Kind  Regards, 

  ******** 

  Customer Answer

  Date: 06/29/2024

  They stated that that will issue me a a credit, but it has NOT been applied to my statement yet

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 2024- My wife and I visited the Wren showroom in ******** **. During the process of purchasing the kitchen from our appointed designer-Dee W****, my wife and I went through the various measurements and dimensions of our kitchen to ensure a proper fit. During this process we were told by Dee that the design would fit in our kitchen layout. This is/was especially important in the pantry area as there is a light switch in between the new cabinet and wall. Dee sent the design to the compliance department and this department approved the design as well. The pantry cabinets have been installed and there is no access to the light switch. The installer instructed us to have an electrician move the light switch outside of the pantry area- a process and costs that we did not plan for. Additionally, we purchased an above the range microwave from Wren and were told by Dee that it would be mounted by the 3rd party installer Wren uses (and who we paid for through Wren) and that all we had to do was "plug it in" . Per the 3rd party installer (Installed Right) they do not perform any electrical work. We purchased the appliance after being told that it would be installed. Again, this is another process/costs that we did not expect or plan for. To date the installation of the kitchen is not complete. The wrong cabinet hardware was ordered and must be delivered and installed at a later date. The wrong cabinet was delivered for above the refrigerator. The incorrect cabinet must be picked up by Wren and the new correct cabinet must be delivered and installed at a later date. At this time, I am seeking a resolution for the pantry light switch and microwave mount.

  Customer Answer

  Date: 05/03/2024

  Order# ********

  Purchase Date: 3/24/2024

  Business Response

  Date: 05/21/2024

  Good Afternoon  *****,

  We are sad to hear you are not happy with the services provided to you.  While I understand this is a frustrating process.  There is a part of your contract that specifically mentions that we do not contract for electrical services.  We only dry fit appliances we do not install appliances.  However,  please reach out to Ryan  our field installation manager at  ###-###-####. 

  If you have any further questions or concerns you would like to further discuss please feel free to reach out.

   

  Kind regards,

  Lorraine
  

  Customer Answer

  Date: 05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with a member of the corporate team to come to an adequate compromise. The response from the business about this complaint (as well as the time it took to respond) to the BBB further demonstrates the poor customer service and lack of accountability we've experienced from Wren through this process. We deeply regret not moving forward with another company for our kitchen renovation. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Cabinets do not close properly no matter how much adjustment we have attempted. Hinges which are supposed to be adjustable do not function properly. Some cabinets have wide gaps between the doors which do not respond to hinge adjustments; other cabinets are so tight they rub against the other door or end of cabinet enclosure. One cabinet door was damaged - requested to purchase a new one and no response from Wren customer service. 2) Several cabinets have dings and scratches in them this was not due to the installation, but how they were at the time of delivery. 3) Granite countertops and backsplash behind the stove have unacceptable gaps in the seams. Seam in backsplash is highly obvious and getting worse as it sets. Caulk between backsplash and countertop already degrading. Wren attempted to address one of the seams in the countertop, but the repair is still unsatisfactory. Wiping the counter with water and using the approved cleaner they suggest has caused the "caulk" to disintegrate. The filler they used to seal the seams is starting to disintegrate. 4) I have had multiple contacts with the manager at Milford, claimed the head of Wren US customer service was going to call, still waiting for a call - it's been over a month. Emails that I sent to customer service have been ignored. 5) The range hood that was recommended, included, and purchased in the WREN kitchen design by the Wren designer, and does not appropriately work with the cooktop size. The size and capacity are insufficient for the cooktop that I bought. 6) There have been multiple attempts to contact Wren by phone and email. All I received was promises that things would be rectified and other than the one attempt to fix the countertop, everything else has not been addressed. 7) The cooktop ordered through Wren was returned to Wren - unopened, and I am still waiting for a credit for this appliance. I have proof of pick up by Wren delivery personnel.

  Business Response

  Date: 12/19/2023

  Good Afternoon,

  Thank you for bringing this to our attention.  I see that you were previously working with a field installation manager.  Mr. ********* signed off saying everything was complete to your satisfaction.  Please contact us at ###-###-#### Monday - Friday 9 am to 5:30 pm  so we may discuss this with you further. We are interterested in addressing all of your concerns.

  Kind Regards,
  Wren kitchens.
  

  Customer Answer

  Date: 12/27/2023

  Wren in ** called me on Friday.  Want me to send more pictures.  This was a holiday weekend and I had Medical Tests yesterday as I am a cancer patient undergoing treatment.  This is the first email I received from BBB since the confirmation of this complaint.  These issues are not resolved!!!!!!!  Please reopen.  Wren is kicking the can again and refused to send anyone to examine the issues.  

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Date Sent: 12/27/2023 10:15:38 PM
  Wren in ** called me on Friday.  Want me to send more pictures.  This was a holiday weekend and I had Medical Tests yesterday as I am a cancer patient undergoing treatment.  This is the first email I received from BBB since the confirmation of this complaint.  These issues are not resolved!!!!!!!  Please reopen.  Wren is kicking the can again and refused to send anyone to examine the issues.  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 12/29/2023

  Dear Mrs *********,

  I am very sorry to hear of your illness,  please be assured we are willing to work with you to resolve your issues.
  

  The person who contacted you is our field installation manager John.  He  completes home visits and inspections.

  Please feel free to contact us if you have any questions.

  Kind Regards,

  Wren kitchens.
  

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago I had purchased a kitchen set from Wren, and I can not begin explain the horrible experience I’ve experienced in dealing with the company. Unfortunately they can not work as a team and have horrible communication bewteen another. When discussing with the designer we agreed to GLOSS. When receiving the kitchen we got Matte which we denied the delivery and requested it to be sent back and that we received Gloss. Come the 2nd delivery we only got door panels, as they thought we had received everything else. We requested that to be sent back as we wanted the order in full and stated multiple times we did not receive everything. Finally we got the delivery but there is a big problem LOTs of pieces are missing. We stayed this to customer service for over two weeks, and they had not assisted us. We spoke to customer service and each day we got an different answer Wrens kitchen is the WORST company to work with. I will ensure none of my friends do business with them, and I beware you of doing so Nonetheless I have filed a claim with my bank as a last resort and a chargeback. I will be including all the evidence I have accumulated and the multiple horrific reviews this company has received.

  Business Response

  Date: 12/05/2023

  Good Morning,

  We are working with this customer to make sure every item is received and in good condition. 

  Kind Regards,

  Wren Kitchens.
  

  Business Response

  Date: 12/12/2023

  Good Morning,

  This customer is a supply only customer.  While the designer did give the customer Matte when they wanted gloss the customer signed the contract with Matt finish.  However  as a gesture of good will and to provide the customer with the kitchen they wanted resent out the entire kitchen in gloss at zero cost to the customer.  The customer has continued to call in stating they are missing frontal.  We have reviewed every delivery receipt in comparison to their order and they have received all product.  We feel since the customer is working with their own installer this may be an issue of doors etc.  being installed on the incorrect items.   However we are still working to make sure they have everything they need.

   

   

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint is against WREN Kitchens.I went to their ********* showroom. Cabinets arrived on 11-13-23 and were unwrapped from their boxes and plastic straps by the installer the next day 11-14-23. He immediately alerted me to the disgusting condition they were in. Black marks everywhere, Covered in scratches, Glue everywhere, Uneven doors, Chips everywhere, Cracks and Actual HOLES in cabinets. These cabinets have stickers and initials from a Wren employee that deemed them in perfect condition. Unbelievable. I immediately called Wren and alerted them of the situation. I spoke with numerous customer service associates. I requested a refund, If these cabinets were inspected by an employee, I have lost all faith in Wren. The cabinet installer with 15 years experience, said they look used. I finally was directed to send in pictures, for which I did. I told them I can take 100 pictures, they said just send in 4, I sent 11. I repeatedly asked for a refund, and was told that NEVER happens.They said to write down the ID number of the cabinets with the damage and they will replace them. However I kept telling them its all of them, they just didn't want to hear that. They also said that if the damage is on the door, they will just send a door, that I now have to install on my new cabinets myself! If the door is fine, but another part is damaged, and it's not visible, they think its fine. So it's ok to have cracks and holes in the side of my brand new cabinets, as long as the door looks fine. We spent days with them asking for ID numbers and me saying Its the whole kitchen and I want a refund. I now see that someone is trying to start a class action suit against Wren and there is a change.org page dedicated to them. All forms of social media is just saturated with WREN complaints, as well as the ones here on BBB. I want WREN to issue me a full refund of $7,100. That includes the price I paid the installer for the day, and he couldn't install damaged cabinets.

  Business Response

  Date: 12/05/2023

  Good Morning,

  Thank you for making us aware of the issue you had at delivery. We are sorry to hear you are not happy with your purchase and will work with you to make this a better experience.
  

   

  Kind regards,
  Lorraine
  

  Customer Answer

  Date: 12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Wren has not issued me a refund.  As stated in my original complaint I want a full refund of $7,100 this includes the cabinets as well as the amount I paid the installer for the day. I request this for all of the reasons stated in my original complaint. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/12/2023

  Hi *****,

  I am sorry you feel that way.  We are continuing to try to work with you to ensure all your issues are properly addressed as per our contract with you. 

  Please feel free to contact us Monday - Friday 9 am to 5:30 pm

  Kind regards,
  Wren Kitchens
  

  Business Response

  Date: 12/12/2023

  The customer received some cabinets with minor issues that we have agreed to replace for her free of charge. The customer is not working with us to resolve the issue and simply wants a refund.  It is Wren's position that all items are made to order. We do not keep "stock" ,   We stand by our contract and will continue to try to work with the customer to ensure she is supplied all the items in quality condition.

   

  Customer Answer

  Date: 12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: I repeatedly told Wren that all the cabinets had some form of damage and that I wanted new cabinets. They refused to listen. They only wanted to hear that one or 2 cabinets were damaged. If the damage wasn't visible once they were hung, they think that is fine. Why would I pay top dollar for brand new cabinets that have a hole in them? That effects the integrity of the cabinet, whether you can see it or not. If the doors are scratched they will send a new door, for ME to install. Since they refused to replace all the cabinets, I asked for a full refund.They tape all their calls, it is announced at the beginning of every call. So they can listen to the call where I tell Destiny that the installer left the cabinets in the driveway, since they were all damaged. I am a single women and have no way to move them and she said just leave them in the driveway. I repeatedly told her to have Wren come pick them up.They were garbage when they arrived and they have now been sitting in 6 inch's of water. I have a letter from a professional cabinet maker and installer that states that when he opened the boxes the morning after they were delivered, that the cabinets were damaged. Social Media is literally saturated with complaints about Wren. The BBB has received complaints, Change.Org has a page on them. There are tons of petitions and some people trying to get together a class action lawsuit. They were featured in the UK on a show that reveals scams. Facebook has pages dedicated to Wren. I will surely open a lawsuit, I already have the paperwork, if Wren does not offer a refund. I was trying this route to ease the burden on a busy legal system. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase for over of $10,000 dollars for kitchen cabinets and countertops. Countertops were stated to be installed on Friday Nov 10 2023. I took time off of work at the rate of $65 an hour ($540 a day) to be home to receive installation. Hours into the day on 111/10 I called to find out my installation date was cancelled with no one contacting me. The rep Megan explained I was moved to Wednesday 11/15. I took yet another day off of work to accommodate the installation. Again on 11/15 I called Wren to find out what time to expect installer arrive. I was told my installation was cancelled by rep Angel costing me yet another day of missed work and an additional $540 in pay. I was told by Angel maybe 11/17 or 11/18 they could install. I was told they are not allowed to tell me where the headquarters are and that there is no one else other then Angel to speak with in all of the ****** ****** because they are based out of ******* I now have to take another day off of work on Friday ($540) again to wait and see if they can full-fill my order. They state I can not return my goods and that I have no recourse. They took my money weeks ago and refuse to help me or compensate me for their wrong doing. I am an consumer and I am being taken advantage of. For over 2 weeks we have no running water in our kitchen and we have a 2 year old with special needs who is affected as we can not bath him in a tub. I made that very clear from the start of this project. The customer service representatives say there is no one at store level that can assist me and the store reps say they have no contact at all with the installers or the process post selling the goods and taking my funds. I would like resolution and adequate compensation.

  Business Response

  Date: 11/19/2023

  Good Afternoon,

   

  Unfortunately there were unforeseen circumstances that the customers countertop install date was pushed back from 11/15/2023 to 11/18/2023.   The customer was template on 11/06/2023.  this is still with in our 7-10 business days for installation.

   

   

  Business Response

  Date: 11/19/2023

  Good Afternoon,

   

  Unfortunately there were unforeseen circumstances that the customers countertop install date was pushed back from 11/15/2023 to 11/18/2023.   The customer was template on 11/06/2023.  this is still with in our 7-10 business days for installation.