Worktop Express Reviews 68.994

If I could give zero stars I would - very specifically for the customer services representative who has been the least helpful or considerate person in the history of customer services.
Having used worktop express in the past without issue, we ordered some oak block laminate worktop to replace our current inherited kitchen worktops which were at least 30 years old and damaged.

The order arrived and was delivered into our kitchen, this was the only room where the 4m and 3m piece would fit. I inspected the worktops as best as I could but the 3m was placed on top of the 4m piece and also the edging strips they supply with the worktops were covering some of the worktop so I couldn’t see everything and couldn’t move them as they weigh a tonne, but I ran my hand over what I could to feel for gouges or dents etc and looked through the plastic at the bits which were easily visible. Additionally as we are renovating the kitchen we kept the plastic delivery wrap on to prevent any paint or plaster going onto the worktops. Last weekend, we came to fit the new worktops; my husband and I measured up and carefully peeled a small section of the wrap away to make the cut, leaving the rest of it on until the point that we listed it from the floor so we didn’t scuff the laminate dragging it etc. at the point that we lifted the section onto the cabinets and removed the plastic wrapping we were dismayed to see a puncture mark in the front of the laminate. We couldn’t progress with fitting the worktop and had to wait until Monday morning to call worktop express as they were closed on Saturday.
Come Monday morning I called, expecting helpful customer service, an apology for sending damaged goods and a ‘no worries we’ll get you a replacement out straight away’ response. Instead I was met with a quite blunt ‘send us an email with a picture but because you’ve cut it we don’t offer replacements’ I explained that we had not known the damage was there before cutting it and regardless of the fact we had cut it, it’s not as though they would sell it onto any one else because it’s not useable.
The customer services representative who has been replying to my emails and who was the person I initially spoke to has been incredibly unhelpful, blunt and almost smug in their refusal to escalate this to their manager.

The reply I got to my email was that they do not offer refunds or replacements once you have cut the worktop and by doing so you have accepted their Ts and Cs. Needless to say we are astounded at this point. I quoted the consumer rights act to them and pointed out that their own internal policies cannot over ride someone’s statutory rights; they still kept going back with the same rhetoric. I have pointed out to them that it is irrelevant if their internal policy is to not refund or replace damaged goods once they have been cut, it does not over rule the consumer rights act and we did not accept delivery of damaged goods. We inspected them as best as we were able for our situation of not wanting to damage them while there was paint around which may have damaged them. I explained to them that my husband and I are regular working people with average jobs and we cannot afford to just buy another worktop for nearly £200, weeks can’t afford to have a new kitchen, so a splash of paint and some new laminate (not solid wood or marble!) worktops is the best we can stretch to. Their offer was initially a wooden chopping board as a good will gesture, which was an absolute laughable joke. Their second offer was 10% off if I wanted to reorder. We paid £179 for the damaged piece; however all told we spent nearly £500 with them once you factor in the other worktop, the fixing kits, colour matched resin and delivery. They have even tried to change tact and suggest that because the damage wasn’t reported at the time of delivery that we may have damaged it ourselves after already in a previous email reply having apologised and said that sometimes their delivery standards fall short and products may be delivered to customers with damages or imperfections. Absolutely outrageous. I specifically asked to have the issue escalated to a manager and was told they had closed the case.

I note on another reviews here that others have found that their cases have been closed under the pretence of not speaking to the customer services representative politely; I will be happy to post transcripts of every interaction here and elsewhere if that occurs in my case as I have been completely respectful and polite throughout.

I have submitted a complaint through citizens advice to trading standards as worktop express have point blank refused to reimburse me for the faulty goods they have delivered, which in my opinion is tantamount to theft

The top was warped when it was delivered. We have had to put large weights on it and brackets to the sub frame to pull it back to level. We did not have time to wait for a new one to be delivered so accepted it and took the risk that we could make it as good as we wanted. Disappointed that the QA/QC for the material prior to dispatch was not to a good standard. This is a surprise as the 3 other tops I have purchased were very good quality.

Found this company when let down by someone else.
Excellent communication, regular updates. Texts, emails and tracking meant I knew where my worktop was every step of the way

HAD TO PAY £45 FOR EACH OF THE DELIVERYS I RECEIVED (2) BUT I HAD TO LIFT IT ANYWAY, WHY SHOULD I PAY £45 FOR A 2 MAN DELIVERY TEAM TO END UP LIFTING IT MYSELF

Fantastic service.
Delivery guys couldn't have been more helpful. The oak tops were in perfect condition and no twist or warping at all. Very pleased.

Good communication, best price, (even received a discount unexpectedly), and top after-service help...

Ordered on line. Chose own delivery date. Kept notified of order and delivery slot. Phone call 30 mins before delivery. Worktops arrived on time. Delivery drivers A1. Would definitely recommend .

Good choice of work tops and sizes/lengths. Was able to deliver very quickly after we were let down by a large kitchen brand

Great company to deal with. Customer service is first class.

Very professional

Fast delivery and lads were great getting worktops through two tight doorways, just wish you would stop putting a better offer on once I had bought them which would have saved me £50.

Ordering was straight forward. Hoped the worktops would be ok. Arrived on time. Hard to tell whether they were what I ordered as the colour differed. Worktops fitted, treated them as directed and they are just simply stunning. Exactly the colour I wanted and as described.

Delivery excellent but photographs don't show true colour very pleased but thought it was going be lighter

Lovely quality product, prompt delivery and reasonable price.

Ordered 3 samples which came the next day. Then chose 2 x white sparkle breakfast bars, upstand, fitting kit and moisture barrier. All arrived by 2 man / carrier the following day. Amazing service. Thank you

Guys that delivered were more than helpful.

Amazing service from start to finish and the product was top quality

great product and service, recommend highly

Delivered on time kept us updated every step of the way delivery guys very professional and helpful first class service from start to finish