15 months after we finished our home renovation we finally won our small claim against worktops.net.We sent them our kitchen plans and provided the templaters with paper drawings on the day (as well as the electrics and extractor all being in situ). They didn't confirm where our hob was going so made an assumption. We were then sent incorrect drawings but they failed to highlight the difference. It states on their website they check customer plans and highlight anomalies. They asked us about our tap and socket location but never mentioned the hob. Focussing on addressing the sink etc and the fact we'd provided plans, we didn't notice the hob was out 60cm. We asked what 'sign off' meant and were told 'its just red tape our side'. We waited weeks on materials delayed abroad before the worktops turned up with the hob in the wrong location. We were issued with a bill to remake the entire section (£1600). I spoke to someone for about 10 minutes who then said they'd call me back, and I've never spoken to a soul at Worktops.net since.We wrote to the MD to plead with him, I was told in no uncertain terms 'you signed it off, there's no more we can do for you.' We tried to find a solution, with never any admition of failure on their part. We were offered £200 goodwill and every option I suggested was c. £1000+ once we factored additional costs (builder, materials etc).I followed the citizens advice process of formal complaint, then offer to mediate then court, which he never responded to at all. Finally we submitted a small claim.We had a mediation hearing first which he cancelled on the day.He then didn't show up to the main hearing nor submit a defence or any witness statements.We won the case, however 6 weeks later he appealed the decision saying he didn't get a call.We then had an appeal hearing which was thankfully thrown out. The day before this hearing they offering a free worktop. A little late after 15 months. Ive never experienced such dreadful and avoidable customer service in my life.
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Worktops.net is a leading UK producer of quality kitchen worktops & bathroom countertops from Quartz, Corian, Granite, Porcelain & Wood. To find out more or get a quote call 0330 088 3391.
