ComplaintsforWren Connecticut Inc

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  05/03/2024

  Order# ********

  Purchase Date: 3/24/2024

  Business response

  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 response

  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

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  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

  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 response

  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

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  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.

   

   

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased cabinets on 5/11/2023, they were delivered on June 16. Due to a very busy summer we couldn't install them until mid Sept we've had nothing but issues with the cabinets and counters. I had to pay them to come out and measure the counters and they were measured wrong after I didn't want them to I wanted my measurements and I had to pay extra for the wrong size. They sent me the wrong cabinet and I had to argue to get the correct one and now I have an upper corner cabinet that the door is too small and you can see through the crack opening and no one is calling me back. I also have a charge on my CC I have no clue what it is. This company has nothing but cause headaches and mislead us the entire time. My electrical is off and my plumbing is off cause there cabinets are not what we were told they would be.

  Business response

  11/13/2023

  Good Afternoon,

  We will be reaching out to you shortly to assist you with resolving your issues.

   

  Kind Regards,
  Wren
  

   

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I haven’t received a response it shouldn’t take this long for them to look into a false charge! It’s against the law for a business to make a charge without the customers consent! I can file a lawsuit and/or contact the state! They are ignoring my emails and my contacting BBB. I’m also left with a cabinet that looks like *****
  Sincerely,
  
  ***** ******

  Business response

  11/16/2023

  Good Afternoon,

  I believe you spoke with a member of customer service today and we have provided you a resolution.  If this resolution is not to your liking please contact us so we may further assist.  Your complaint mentions your electrical and water.  Wren Kitchens does not contract for this type of work and therefore is not responsible for any plumbing and electrical issues.

  Please feel free to contact us Monday - Friday 9 am -5:30 pm with any questions or concerns.
  

  Business response

  11/16/2023

  Good Afternoon,

  The customer is what we call a supply only customer, meaning they  purchased their supplies and chose to have their own contractor to install her kitchen.  We manufacture European style kitchens and some American contractors are not as familiar as to how to install this type of kitchen.  In review of this customers account I am showing the corner cabinet is showing raw edge of the filler panel. This is a result of poor installation; to rectify this for the customer we are sending them edge banding free of charge.  As far as any pluming or electrical work,  Wren Kitchens does not contract for this type of work and therefore bare no responsibility for this.  All materials the customer purchased has been supplied.  The customer was not charged any fees for for measuring the countertops.  The customer was charged for additional square footage she needed to meet her countertop specifications.   We provide all our customers breakdown of their charges in their contracts.  A down payment of 10% was charged at the time she signed her contract and would have been authorized by the consumer.  

   

   

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ordered brand new beautiful cabinets from the Wren showroom in ************ back in August. There were several issues with a delivery date. I have an email stating I was receiving the cabinets on January 9th and they would be installed on January 10th. So, on January 8th, I had removed and sold all of my cabinets and appliances. No one arrived on the 10th to install, so I called on the 11th to inquire. The representative told me that the installion date was moved to the 16th. Finally, the 16th arrives and ********* ***** came to install my cabinets. They left without a word and did a terrible job. None of the cabinets are level. The color is not the same color I picked in the showroom. There are several dings and issues. On the 17th, I called informing them the cabinets are not correct. I received attitude from the representative. There is no care and concern and this has been an ongoing issue for 3 and a half weeks now. I haven't been able to use my kitchen at all. I'm getting the run around on when my cabinets will be fixed and not having a usable kitchen is very disheartening, especially when I spent a large sum of money and expected a beautiful, functioning kitchen 3 and a half weeks ago.

  Business response

  02/08/2023

   Dear ******** ******,

  
  Thank you for sharing your feedback,

  
  I am sorry to read the experience you describe in reference to your installation Journey.

  
  From your reviewing this further, I can confirm that the Render Images and VR are for illustrative purposes only as stated on your Contract with us. Wren have supplied you the correct coloured cabinets which you signed for in the showroom.

  
  I can see that our Customer Support Representative’s have been in contact with yourself regarding the remedial works for the frontals and have reached out to you to address this.

  
  I note your concerns regarding not having a fully functioning kitchen, however I can see that the template had been delayed by yourself due to needing the frontals aligning, I also note it was advised to yourself that this would not affect the worktop installation.

  
  Should you require any further assistance with this matter in the meantime, please do not hesitate to contact us.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 6/17/22 Amount paid in full $14,038.34 The company committed to provide installation of kitchen cabinets and countertop The dispute is as follows, the kitchen designer, wrote down the wrong color and item of the countertop I chose. On the contract, is written "shiny black granite" throughout the entire document. Wren will not change nor refund the money for this countertop. The designer, admitted to my sister who came with me to pick out my kitchen, that he "remembered me choosing the countertop in question." Wren is giving me a run around when I call seeking a resolution to this problem! It's been over a month without a working kitchen! This company is NOT willing to help me resolve an error that was caused by one of their own designers.

  Business response

  09/29/2022

  Dear ****,
  Thank you for sharing your feedback.
  I am sorry to read the experience you describe in reference to your countertops.
  From reviewing this further, I understand you are unhappy with the ‘Premium Black’ granite worktops in which you have purchased. Whilst I am sorry to read your concerns, I can see you have signed to agree to ‘Premium Black’ on June 8th, 2022. We always recommend reading your contract thoroughly prior to signing the agreement, to make sure you are happy with your purchase and make any necessary changes.
  I can see you have been in contact with our Customer Support Team, and they will be happy to assist you further with this.
  Kind regards,
  Wren Kitchens

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/31/2022 my husband and I went to wren kitchens in ******* ** to pick out a new kitchen. Our sales rep was Wayne S******. We told him we did not want counters w veining and picked calico countertops. He entered all the info and we met again 8/24/2022 to finalize everything and make a final payment. My husband noticed on Wayne’s screen the countertop said fairy white and not calico. Wayne made the changes to the program and said he saved the info. We saw him manually change the info. We signed the contract and paid in full. ****** *******, who wren subcontracts came to measure on 9/20/2022. Their paperwork from wren stated we ordered fairy white not calico. My husband called wren and they said there was nothing they could do to help us bc we signed a contract. ****** said the countertops were purchased but not cut. I called and spoke w Angela who said a Stephanie said she said there was nothing that she will do and she will stick to that. I spoke w Dayshawn in customer service who said he doesn’t have a manager and there’s nothing he can do. Please help us

  Business response

  09/29/2022

  Dear ******,
  Thank you for sharing your feedback.
  I am sorry to read the experience you describe in relation to your countertops.
  From reviewing this further, I understand you are unhappy with the ‘Fairy White’ quartz countertops in which you have purchased. Whilst I am sorry to read your concerns, I understand you have signed the contract for ‘Fairy White’ countertops and not ‘Calico.’ As you have purchased quartz worktops, these are supplied and installed by *******. An order is placed with the manufacturer at the time of purchase; therefore, we are unfortunately unable to amend the color at a later date.
  I understand you have already been in contact with our Customer Support Team in relation to this, however, should you require further assistance, they will be happy to help.
  Kind regards,
  Wren Kitchens

*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. ↩