This has undoubtedly been the most frustrating experience of our entire renovation, leading to weeks of stress, wasted money, and significant delays. I first reached out to the company on 10/12/25 to arrange for our worktops. After receiving a quote, I discussed adding a shelf along the wall. Initially, I requested the shelf height at 900mm, but upon proper measurement with my builders, we determined 550mm was more suitable. I clearly communicated this to the sales representative and even sent a video to eliminate any confusion. He adjusted the quote and plans accordingly, after which I paid a deposit exceeding £800. I was informed that shelf brackets needed to be installed before templating, as the company would not take responsibility for fitting the shelf. The representative provided brackets costing over £300 — only for me to discover the same brackets available on a popular online platform for under £40. This felt incredibly unjust. When the templater arrived, he immediately indicated that templating could not proceed due to the shelf height being unacceptable. We were then informed that the shelf must be a minimum of 700mm from the oven because of the gas hob. This was the first instance gas safety had been mentioned. At no point was I asked about the type of hob I owned, nor was this requirement previously explained. I am not an expert in stone — it is not my responsibility to know these regulations. The onus to ask the right questions clearly lies with the company. The next day, when I contacted the representative, he was rude, defensive, and entirely unhelpful. He blamed me for not mentioning that the hob was gas. The conversation became so uncomfortable that I had to request he refrain from messaging me if he was going to speak in that manner. His apology felt insincere at best, stating, “I’m not taking full responsibility; it’s more like 50/50.” This was completely unacceptable. By this time, we had already spent over £300 hiring builders to open new walls, add studs, and fit the brackets — all following the company’s instructions. His manager supposedly offered a 10% discount to resolve the issue, but it was clear there was no intention to honor it. I was then instructed to contact customer service to rebook templating. Since then, I have called over 30 times with no response. I have messaged their social media account nine times, repeatedly being told “someone will get back to you.” No one ever did. A week later, the company refunded our deposit without explanation but did not reimburse the additional expenses incurred due to their errors — despite previously agreeing to compensation. Consequently, we have now been left with a temporary worktop for over six weeks, solely because of the company’s failures. When visiting other worktop showrooms and sharing my experience, several people laughed and expressed that they were not surprised, mentioning they hear similar stories about the company frequently. It’s truly disappointing because I genuinely liked the worktop I chose — but the service has been shockingly poor at every stage. There was inadequate communication, misinformation, rudeness, avoidance, and a complete lack of accountability. This situation has been extremely distressing and has added unnecessary pressure to an already challenging renovation. I would strongly recommend anyone considering this company to look elsewhere unless they want delays, wasted money, and weeks of frustration.
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At Gemini Worktops, we’re proud to be part of a fourth-generation, family-owned British business with deep roots in the stone industry. As specialist manufacturers and installers of premium quartz worktops, we’ve built our reputation on craftsmanship, quality, and customer care.
With over 100,000 kitchens installed across the UK, our worktops have been trusted by homeowners nationwide and featured in leading publications such as House Beautiful and on Grand Designs. Every project we deliver is entirely bespoke — designed, manufactured, and installed by our in-house team to ensure exceptional results every time.
We’ve curated a stunning collection of Quartz surfaces available exclusively only from Gemini Worktops, chosen for their durability, beauty, and ability to stand the test of time. Each piece is made in Britain to the highest standards and backed by our 25-year product warranty and 5-year labour guarantee, offering complete peace of mind.
By working directly with our customers, we cut out the middleman to offer unbeatable value without ever compromising on quality. From nationwide laser templating to expert installation and five-star rated service, we’re here to make your dream kitchen a reality — with quartz that performs as beautifully as it looks.See more
