ONLINE STORES Reviews 

After having had no luck getting other online suppliers of solid surface worktops to deliver to our postcode, I came across BBK Direct. Admittedly the cost for delivery subsequently increased from £45 to around £210 after I had paid for the worktops, but in all honesty and based on the costs I had been quoted for private delivery people to collect the worktops and deliver them, the delivery charge was still less than half of the £435 I hade been quoted to collect and deliver from Birmingham.

I’m extremely happy with the service provided by Online Stores/BBK. From start to finish, the entire experience was smooth, straightforward, and completely stress-free.

From the moment I ordered the samples through to the delivery of the worktop, Jules was incredibly helpful, polite, and professional. She kept me informed throughout the process, answered any questions I had, and made arranging delivery quick and easy. She took the time to make sure the delivery was scheduled at the most convenient time for me, which was greatly appreciated. I also received a courtesy call on the morning of the delivery, which was a thoughtful touch and gave me confidence that everything was on track.

It’s clear that customer service is a priority for this company, and employees like Jules really make all the difference. Her excellent communication, friendly attitude, and professionalism made what could have been a stressful purchase feel effortless.

I wouldn’t hesitate to recommend Online Stores/BBK to anyone looking for quality products backed by outstanding customer service. I’ll definitely be using this company again in the future.

They have stolen our money, keep saying they will refund us after not delivering the product and they haven't. Do not buy from them! When you call them they say they will sort it, but this has been going on for months now. - Update - Contacted them after this review and and they have not called back as promised or issued our refund.

Very poor experience overall. The servicwas below expectations and communication was inconsistent. I had to follow up multiple times without getting a proper response. I would not recommend this company based on my experience.

The service was disappointing and did not meet my expectations. Communication was poor, and the overall experience was frustrating. I would not recommend this business based on my experience.

My experience was average overall. The website was easy to use and the product matched the description, but there is room for improvement in customer support.

shocking service and company. impossible to get through to, slow to reply to emails. after the order was placed they added additional delivery charges. after failed payment links etc i asked to cancel the order and i'm still waiting on a response and refund.
AVOID!

I was very happy with the service but my oven is still boxed up awaiting fitting so to email saying I have 48 hours to report damages or missing parts is ludicrous
My fitter can’t come until Monday so I guess my oven cover is nil and void if damaged or has missing parts
You seriously need to review your policy and procedures

Very poor.

Ordered an oven, paid for it by bank transfer. They did not have it in stock, I requested a refund 21/4/26 and up till today’s date I still don’t have it.

I was told last week that the refund transfer had been sent 30/4/26 and would take 1-4 days. It’s the 7th May & I still don’t have it.

I called their office to find out where it was, the “office manager” said it had been done 30/4/26. I asked her for a screenshot of the refund as quite frankly I don’t believe her. She said she’d get one within the hour at 8.55am. I had to call her back at 11am to see where it was & shock horror she didn’t have it. There’s no one there to do it she claims 🤦🏻‍♀️

I’ve now had to involve trading standards because I doubt they’re going to refund me

Avoid this company like the plague. They are shysters & I do have the emails to prove it that I’ll happily post here.

Ordered and paid for Maia worktops inc £75 delivery charge ,which was the stated delivery charge for my postcode , website states in stock 7-14 days. After 14 days I emailed to chase the order to be told another 2 weeks .. and an extra £155 delivery charge.. no resolution from bbk online stores so awaiting refund , which , now 10 working days later I still have not recd . Delivery charges still not updated on website , it’s against trading standards to charge one amount then ask you for more after payment .

I had a really bad experience with this company. Ordered worktops around October last year. Expect delivery was early December. Got told a week after delivery date that they would now be due around end of January. Said I would pick the worktop up myself. 8 hour round trip. Still chasing up delivery refund. Awful service.
Current date is 22/04/26. Still not heard anything from the delivery refund. Reply to this message seems legit but still nothing. I will update this post when resolved.

Ordered worktops during one of the flash sales so saved 25%. Was the cheapest I could find anywhere online. I made the order late in the evening but the next day I received a call from Jules asking when I would like the worktops to be delivered. She was very helpful and we arranged to have them delivered the following week giving my builder time to finish building the units before the worktops arrived. I received an email and text message the day before delivery with a 2 hour time slot. Then on the day of delivery the driver called when he was one hour away. When they arrived the delivery drivers helped to carry the worktops around the side of my house and into the kitchen from the back entrance. This was super helpful! All in all the service has been fantastic from start to finish. Would 100% recommend! 10/10!

Fantastic communication from Jules.
I had a sticky start with my order but this was resolved instantly . Jules stayed in touch and went the extra mile to ensure my item was sourced from another manufacturer and delivered from a local provider to keep delivery costs down.
Thanks Jules

Customer service informed me of the manufacturer delay to my Minerva worktop within a couple of days and offered me the option of cancelling the order. I decided to wait the couple of months and they kept in touch with progress. Jules, in particular, was amazing when I needed a rushed replacement worktop and supported me through the process. Can't fault the CS team and Online Stores.

My order was made to order and delivered direct from the manufacturer. BBK direct's communication was great, they asked when I wanted the order delivered and advised the manufacturer. When the manufacturer couldn't meet the original delivery date Jules from BBK Direct chased them up, agreed a new date then followed up to ensure the delivery date would be met. She kept me informed throughout. The service was 5 star, as was the product.

I am having to go through the small claims to get a refund. Bought a work top and immediately cancelled it. It is now 34 days and I have still not got my money back, despite numerous phone calls and emails.
They give constant excuses and promise it has been done and then nothing, they say they will email and update me and never do. This is £1,509 so not money that I can afford to be without. The law states a refund should be given in 14 days.

Easy to order and delivered on time. Easy phone contact to get advice on fitting bolts & joint filler

Very pleased with this worktop The driver who delivered it? Was very helpful. I know it took longer to deliver than I was told. But that wasn't the problem.
It's all installed now in the kitchen, and looks really good. we are very pleased with it. thanks

Fantastic company, went above and beyond to get what I wanted and delivered in time (another company had let me down)
You won't regret buying from them

Having read some poor reviews I phoned and talked to someone who reassured me that the company was not the one that had previously had the website. So I went ahead with the order, and it arrived on the date specified and was exactly what we wanted. Excellent service. Thank you.