Used Big K a number of times now. Direct from the website and I also purchase their products via other resellers. I mainly use their products for my Kamado Grill. On the whole, the products and quality are good, but when there is a problem I find customer service is outright poor! On 3rd Feb I send an email about receiving my cedar plank (for cooking fish, a £10 item) in poor condition. It was split right down the middle and clearly packed by them in this condition! Nicola from customer services advises they have contacted the manufacturer with my pictures and awaiting feedback. I challenged Nicola as to why they were not dealing with this, my contract is with them as the supplier. The response was simply ‘this is how they received it’. So why did they then send a split wood plank to me, the customer!? On 10th Feb still nothing, so again I chased. I was then advised they were arranging collection, but only upon receipt back to them would they refund me. Overall just a joke and a waste of time, but if you don’t chase them they will not update you. I avoid using them direct now and purchase via other resellers or Amazon for their products, I know other places will have a much better customer service team.
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