Worktop Express Reviews

Name: Worktop Express
Rating: 2.40

2.4 Rating 149 Reviews

36 %

of reviewers recommend Worktop Express

Company Reviews

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Metrics

2.4

Based on 149 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	Greater than 34%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

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Phone:

0345 22 22 644

Email:

reviews@worktop-express.co.uk

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Worktop Express 1 star review on 6th February 2024

Nain

Worktop Express 1 star review on 26th October 2023

Worktop Express 1 star review on 30th July 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Like the previous reviewer I had a terrible experience with this company. I ordered two huge pieces of prime oak (So big two drivers had to carry in each one) then paid joiners £500 to cut and install to form an island. Only after oiling it was obvious they had sent me two DIFFERENT TYPES of wood. Several months of emails have finally resulted in them admitting the mistake. They have agreed to replace the wood however refuse to pre-cut the wood even though this is a service they offer. This means I am expected to pay an additional £500 to get an this cut and installed. I am a pensioner. I dont have another £500. What a heartless company.”

Helpful Report

Posted 6 years ago

“This is the worst company I have ever dealt with. I ordered two birch worktops which, when oiled, turned out to look like oak. Of course all responsibility denied by them as I oiled them before they were fitted. I now have two work surfaces which are totally different colour wood on each one. When I complained about the disparity in colour, They repeated their answer three times saying I should not have oiled the wood before fitting. They have not fully addressed my complaint and refuse to issue a refund. DO NOT USE THIS COMPANY!!”

Helpful Report

Posted 6 years ago

“disgusting customer service throughout this company! my 1st order they delivered 1 oak worktop and matching breakfast bar unfortunately the breakfast bar was damaged and the delivery driver said they'd take it back and someone would be in touch, and they did I received a phone call a couple of hours later and was offered 3 different solutions as they didn't have that particular breakfast. bar in stock so I said that I have a chat with my family and call back once we've decided. after 5 working days trying to get back in touch with Bethanie (she was the only person who could verify what she'd offered no one else could help) I decided to cancel the order via email Bethanie replied to this and cancelled my order with no apology, I then decided to complain via email and ebay then I got a reply from josh through ebay, he called me to apologise and offer me another upgrade, stupidly I fell for it but because Bethanie had cancelled my order I had to pay again and wait for my 1st refund, josh promised next day delivery and the next day the van pulled up the delivery driver said we've got your worktop but come and look at it as its badly damaged all down one side, it was really bad and I asked where the breakfast bar was and he said he'd been told someone had rang me to say there wasn't one but I hadn't received any phone call, email or anything. that was the final straw so I cancelled again only to be told by josh about there 14 day refund policy. I've just got my first refund back about 21 days after cancelling thanks to ebays resolution centre. and I'm now 17 days after cancelling my 2nd order and have now contacted barclaycard to step in and get my money back! beware of this company I completely believe most of the great reviews online must be fake, sift through the good ones and you'll find plenty of bad reviews!”

Helpful Report

Posted 6 years ago

“Part of my order got damaged before delivery. They didn’t bother to tell me so I’d pulled out the old surface ready for delivery. Nobody from management called me despite asking 5 times. Remaking the one piece will take 10 days (longer than new orders!) which makes me think they just don’t care. In the meantime, I have nowhere to put the hob and I’m going to have to take more time off work and another 300-mile round trip to fit it and tile. Terrible outfit.”

Helpful Report

Posted 6 years ago

“The whole experience has been a nightmare! Two worktops later( both damaged) no communication, it goes on and on!!! Also their reviews on TrustPilot are in my opinion fabricated as on every other forum, no one else has had a good experience either!!!!”

Helpful Report

Posted 6 years ago

“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. Go elsewhere.”

Helpful Report

Posted 6 years ago

“Terrible service will never use again”

Helpful Report

Posted 6 years ago

“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”

Helpful Report

Posted 6 years ago

“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”

Helpful Report

Posted 6 years ago

“DREADFUL COMPANY DREADFUL COMPANY 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 *****”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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. Avoid.”

Helpful Report

Posted 7 years ago

“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!”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

Dear Marc, 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. Best Regards, Worktop Express

Posted 7 years ago

“Appalling Customer Service”

Helpful Report

Posted 7 years ago

Hello Wayne, 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. Best Regards, Worktop Express

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

Worktop Express is rated 2.4 based on 149 reviews