This data is produced by analysing genuine customer experiences. It is not a guarantee of the company.
How would you rate
"Awful customer service and useless contact centre staff.
The worktop I was interested in was showing as in stock on the website. Before ordering I called in to confirm there was definitely stock, there was, and subsequently placed my order online.
I received an automated email giving a delivery date approximately a week from ordering. So far so good.
Two days before delivery I receive an email saying the delivery date cannot be met and is being pushed out by another 2 weeks. Not idea, but it's something I can work with. Item is still showing in stock on the website.
A week goes by and I decide to confirm delivery date and time only to be told the item is out of stock. I ask when the item is due to be back in stock and I'm giving the run around with nonsense excuses.
Eventually I'm given a made up date of 3 weeks from the revised delivery date (or in other words 6 weeks lead time from original order). As a result I cancel order and ask for a refund. 2 weeks have elapsed since asking for a refund and yet nothing has been received.
I called in to ask where the refund is only to be told it's been authorised (no bloody doubt given you've not sold me anything) and it'll come in a few weeks.
Awful customer service and I'm glad the order fell through as I would have regretted buying off these cowboys.
"Terrible service will never use again"
"We ordered 3 worktops which are all wrong the first 2 small curved worktops have the wrong radius which we supplied by our kitchen supplier and today out kitchen fitter came out to fit the bigger worktop to find it's cut wrong and the sink was purchased from them to my sink unit goes to the side of the wall and the worktop has 10cm side so hence the sink didn't drop in I have sent 30 emails countless photos over a 3 week span and copied the MD in will Rees but there still making excuses this is the worse customer service ever will be reporting this to trading standards watchdog and Rip off Britian ... stay away buy from a proper Company"
"Absolutely disgusted with them 28 emails loads of phone calls damaged worktop which was a bespoke cut to order and they still have not refunded. I ordered my worktop in march it took a 3rd date for them to actually arrive. The date they cancelled the day before due to the cutting saw breaking down and I was told they would finish by hand! The second delivery date lol i received a time slot and ten mins after the last time window lapsed i received an email to tell me the driver forgot to put my worktop on the van. Sorry you can't make this up, what a joke.. Today I have sent an email demanding my refund is in my bank within 24 hours or I will go to Trading standards and email Will Rees. FURIOUS"
DREADFUL COMPANY - STAY WELL AWAY
FAILED to deliver due to the driver not being able to read a delivery address and attempted to deliver to a different address.
FAILED to answer his phone until he was 60 miles away
FAILED to return my callback as promised
FAILED to respond to my email
FAILED to issue a refund
Responded immediately once the claim via paypal was initiated.
*****AVOID THIS COMPANY AT ALL COSTS *****"
"Worktop Express were extremely helpful and knowledgeable about their products. They hold great stock and were able to deliver a bespoke order in 48 hrs. Prices are keen and the quality of the product was fantastic."
"I ordered worktops yesterday and within less than an hour was given a delivery slot of 7:30am to 9:30 am.
I emailed back within minutes to say that this is a business address and we would not be open until 8:30. I then rang to say we would not be open until 8:30am.
7:20am this morning I get a phone call to say they would be delivering within 30mins!
I explain that it is a business address and no one would be there could they not just leave the worktops in my yard? Oh no we need a signature.
I have spent thousands of pounds with this company and they are now wanting to charge a £40 failed delivery fee for a delivery I told them not to make!
Looks like I am getting a new worktop supplier."
"This is the worst company we have come across. We ordered worktops for a new kitchen on 13 February 2018 and had delivery promised for 22 February. As of 9 April we are still missing one item. They repeatedly renege on delivery promises and finally said 'expected week commencing 16 April'. Worktop Express refuse to investigate, refuse to let us speak with anyone in management and ignore our e-mails detailing our complaints. Following my negative Trustpilot review, they asked me to take photos of the worktops they had delivered as they don't bother to keep any batch records. Untrustworthy and dishonest traders."
"You are the worst company we have come across. We ordered worktops for a new kitchen on 13 February 2018 and had delivery promised for 22 February. As of 29 March we are still missing one item. You repeatedly renege on delivery promises and your latest statement is 'expected week commencing 16 April'. You refuse to investigate, refuse to let us speak with anyone in management and ignore our e-mails detailing our complaints. You are untrustworthy and dishonest traders."
"Found the guy I spoke to very helpfull, he told me if I paid within 48 hrs I'd be elagible for free delivery which saved me money worktops came when expected and put the finishing touch to my new kitchen. Thank you. H cook"
"Delivered the wrong size worktop due to the ordered size being out of stock.Would not refund the cost of there mistake instead only offering a credit which is no good as the size I ordered is out of stock!There aftersales is a joke and they are only interested in the money and not there customers.
"Dreadful. 2 pieces damaged including the centre piece of our kitchen. Another piece delivered was of a different design entirely. They refused to accept our complaints and have neither apologised or made recompense. My advice - don't touch 'em!"
"Always an issue with on-line ordering is the quality of the items just bought from photographs. The Iroko wood worktops I bought from Worktop Express are beautiful and delivered on time by very helpful guys."
"Fast delivery , outstanding quality and caring , considered customer care . Helpful and friendly in every way . Best prices in the country . Xxxxx Monika"
"Appalling customer service. Emailed first thing this morning and phoned twice today asking to speak to customer service. After waiting nearly 5 minutes the first response was that the person I needed to speak to was on the phone and they would call me back. 4 hours later I phoned again, after waiting nearly 8 minutes I was told no one was available and they would phone me back, still waiting and no reply to my email either.
Issue is that delivery was due yesterday but the phone number I asked to be used was not used, my number was used and I could not take the call and therefore no delivery was made, you now want £25 for redelivery. My email asked for you to check the drivers phone to see if he called the number I'd given. It doesn't seem that you can be bothered to deal with this, so might be better to keep your worktop and give me a refund."
"Visited the Smethwick branch after going online..... Staff were pleasant but product knowledge USELESS. Didn't buy the worktops from there in the end. I suggest you train your staff."
"Absolutely 0 aftercare support after I requested support on a small issue. requested I remove worktop and take pictures of the underside which obviously as its installed is not an easy or cheap task. Good quality worktop overall and the buying process is easy but I have been swayed to a poor review by their shambolic customer support."
I can see that following you report of the issue, we have asked for further information to help us a ascertain why the issue has occurred and how best to resolve this.
I cannot see any response to our last email requesting a photo of the worktop in situ and asking if the worktop was fitted to units or the wall.
Without the required information, we are unable to provide accurate advise.
Posted 6 months ago
"Appalling Customer Service"
Thank you for your feedback.
We apologise for the delay in delivery of your bespoke shelf. We hope however that now this has arrived you are happy with it and that you will enjoy it for many years to come.
Posted 6 months ago
"Popped in a few days ago as planning to have new kitchen in the New Year. Had a good experience the receptionist was friendly and pointed me in the direction of Lauren, who was most helpful.Difentley will be back."
"It must be noted that The product and service was good at the sales and delivery stage and the premachining and oiling service was excellent. It was afterwards problems began.
As we have later found out, wood only expands across the grain. When our worktop expanded,as expected of a natural material, the end caps did not expand in the same direction, as the grain was perpendicular. As a result the end caps started to come away from the main worksurface within a few weeks. The end caps are strongly recommended being seen as vital protective featureless freestanding ovens (to stop the worktop splitting) with an added bonus of being aesthetically appealing.
The customer service team repeatedly tried to fob us off with unapologetic and illogical advice. Firstly they suggested that I room the end caps and they would send new ones to be reinstalled at the current width of worktop, which is changeable, thereby suggesting a temporary solution with expectation of a repeat of the problem. Secondly they suggested sand in the worktop front down to meet the end caps. However, these are breaking away from the worktop, so this was missing the issue. We were made to feel stupid, unreasonable and blamed despite the fault not being our own. We should never have been reasonably requested to make modifications to a product.
Eventually after much communication and waiting a replacement was offered, but we still waiting arrangements on this. This is slowing our kitchen project significantly and no compensation is being offered for the cost of reinstalling the replacement, or for the stress and inconvenience caused.
This is to be the worst experience I have had of customer service, they seem to be more interested in how little they can get away with shelling out than customer satisfaction. Whilst polite throughout the process the company were detached unapologetic and human, using stock phrases instead of genuine engagement with our problem."