Review Time
All I can say is fantastic from our first call to the team at worktops.net. Organisationally sound team providing an extensive range of quality products with an eye for perfection. My company has used worktops.net to complement our interior renovation services for a number of years without fault. Kyra in sales and Tom have always gone the extra mile, delivering outside of normal expectations and to some far flung locations that others you can tell, just exude reluctance from the start. I’d always recommend getting a quote from these guys.
We are so happy with our new kitchen worktop. From design to install the team were very professional and the entire process was very straight forward. They gave great advice regarding the most appropriate stone. We ended up deciding on the Diore stone which looks stunning. This is the 2nd time we’ve used this company and would not hesitate to recommend them
Installation was incredibly poor - the fitters caused extensive damage to our new kitchen cabinetry (cuts and gashes, for instance), there are gaps in the silicone sealing under the worktops, and the application of silicone is so poor that it has dripped down. None of this was cleaned up. In total, almost £700 worth of damage was caused, which the company refuses to pay for. When I complained, I was told for a month that they were still speaking to the fitters. Funnily enough, I only received a response from the MD, Thomas, when I sent an email telling them that I was now raising a chargeback claim and would be very frank about my experience on TrustPilot. Despite previously telling me that they would send somebody out to fix the problems, they subsequently said they were accepting any liability for the extensive damage they had caused. There is no accountability and a real effort is made by the company to evade any customer complaints. Thomas was very insincere and very rude, at one point even breaching GDPR in sending me the personal details of a different customer.
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.
I got the Dekton Laurent worktop and it was absolutely faultless.The service they gave me and the amount of worktop I got for the money I paid blew any competitor out of the water. The contractors they use for measurements and fitting are very professional and seem to be using high quality tooling i.e. lasers for measurements.I can not recommend these guys enough. Thank you for making the kitchen my favourite place in the house!
Was expecting installation on the 22nd April which was put back to the 29th due to a breakdown in communication and myself making an incorrect assumption. Spoke to Viv about it and tried to explain it would have been helpful had I been kept more involved in the process possibly by a phone call. 2 days before installation Simon emailed me to say the 29th was looking difficult but he would try and jiggle things around. Didn't hear anything back so phoned up to confirm whether things were still going ahead. Was told that they would get Viv to call me back......she didn't. Today, the day of installation I received a brief email from Viv telling me they would not be fitting the work surface today but next Friday. I've taken a day off work today and arranged for my kitchen fitter to come in tomorrow to complete the final work. To think that you can cancel appointment with no notice is completely unprofessional and just plain bad manners. This whole situation has been exacerbated by having had a conversation a week earlier regarding what I felt was their poor communication. They may have a great product but given the opportunity I'd use another company, one where they actually give a dam about the customer.
We are so so happy with our worktop! Exactly what we wanted and even better than expected. A huge thank you to Kyra for being so lovely and super helpful throughout the whole process from beginning to end and listening to exactly what we wanted to make it perfect for us. And a huge thank you to Andrew and Kian for the amazing job they did, their work was absolutely immaculate and they worked so, so hard to get it absolutely perfect for us and they were both really lovely too. We couldn't be happier with their work. Thank you so much, Lydia and Nadeem
I cannot fault the experience I had with worktops.net. They were able to help me out when my original supplier backed out. From start to finish their service was exceptional. They responded promptly to all questions during the ordering, manufacturing and installation process. Mark turned up spot on time on the day to template, and on installation day. He did an outstanding job installing the worktops, with a clear eye for detail. The result is a beautiful waterfall edge on our island with a seamless flow of the pattern over the edge. I thoroughly recommend worktops.net.
Our experience so far has been markedly different to many others, perhaps as we bought a sale item so they can’t be bothered. The issues started with the delivery of our faulty worktop, which had a chip in it, which unfortunately we didn’t spot due to the product being so dirty. Having signed for it and based on the T&C’s, appreciate that therefore we are therefore to blame. However, the product did arrive faulty, unless the highly durable product can be damaged by plasterboard. When we raised the issue with them, rather than being concerned about potentially delivering a faulty product, they went straight into the blame game and provided no support or clarity on potential options to fix the issue, just a ‘its your fault, not ours’ approach. According to the MD of the company, there is no way to fix a chip in Dekton. This is not true, they just can’t be bothered to help and haven’t expressed any sympathy or said sorry that they delivered a faulty product. My experience when companies respond in a such an immediately defensive and unhelpful way is because they have poor internal procedures around quality control. I suspect this has happened quite a few times before. Therefore if you still decide to use them, don’t trust them to help if anything goes wrong that they can blame you for. Otherwise would recommend using a more professional company to ensure you get a quality product and decent customer services as they offered neither.UpdateAfter speaking with Kyra, we managed to have a positive conversation regarding how the damage was caused and what options there are to help rectify the problem. We are now in the process of getting the issue resolved and all being well will be happy with the final solution. The original review was done with a bit of anger and disappointment with the original response but am pleased with the assistance Kyra has offered and look forward to getting the issue resolved.
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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.
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