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Worktop Express Reviews

2.5 Rating 141 Reviews

37 %

of reviewers recommend Worktop Express

Company Reviews

2.5

Based on 141 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

Worktop Express 1 star review on 26th October 2023

Worktop Express 1 star review on 30th July 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Be careful with this company, I am sure the worktops would have looked lovely had they actually been delivered. The 'drivers' don't carry them up steps, all they said to me was we can't get them up there (about 12 steps to the house) and wanted to leave them on the pavement, for me to somehow shift on my own! i refused delivery but was still charged anyway even though no attempt was made tp actually deliver them to the house. When I called the lady I spoke to said this is common query/complaint and that on the very original order confirmation email there is a link about delivery options (obviously well hidden) . There was nothing on any further actual delivery instructions about this though on the text messages. All in all I would AVOID AVOID AVOID. Probably best using a local company who care about their customer service and image.”

Posted 2 years ago

“Beware of WOODWORM from this company. Recently bought solid oak worktops and when they arrived one of the pieces was covered in woodworm holes. A replacement worktop was sent out which would have been helpful... However the replacement piece was also riddled with woodworm holes. Our complaint and concern over the woodworm findings wasn't really taken seriously. The quality control obviously doesn't exist here, and meanwhile costed us time and money to sort this issue out. Delivery was late too due to a problem with their van but they didn't bother telling us until many hours after our delivery slot. Not impressed”

Posted 2 years ago

“Purchased 2m Wenge worktop for a table project, their website says “Finest Quality”. When I received the top it had three issues, there was filler (picture 1), one of the staves on the top surface had been stained but poorly (picture 2), the top surface also has a 2” gash in it (picture 3). Their response was to offer as £50.40p which clearly shows no empathy for the customers and the fact buyers have projects to complete. It took us several days of removing filler are replacing with a matching filler, re skimming the surface and re staining, not sure why it was stained in the first place as Wenge should have a natural colour. This delayed our project and cost us nearly £200 in labour and materials to correct the poor product. They stated T&C’s until I pointed out that aren’t following the Consumers Protection Act and only the offered to replace the item after I had spent time and money rectifying this poor quality wood.”

Posted 2 years ago

“Ordered two pieces of Zenith solid laminate worktops. On delivery (which costs too much in my opinion) did not unpack them as had no space and packaging was all intact so assumed no issues. How wrong was I! Stored flat in my living room until installation about a week later. On installation day I found out that one piece is bowed in the middle along all its lenght. The other piece was flat and faultless. Proceeded with installation as could no longer be without a kitchen. This is clearly factory issue. Complained to Worktop Express post installation (received 15% refund for one worktop) and learned that there is no quality control by them as they rely on suppliers to check quality! This is a massive fail by Worktop Express! The other thing that I have learned (too late) is that Worktop Express is just a middle man and makes its money ripping off ordinary people! Will not recommend to anyone. Will look directly at factories the next time even if I have to go to them and collect it myself.”

Posted 2 years ago

“Wish I'd gone elsewhere … I was planning my kitchen installation and refurb which was significantly delayed due to covid. I purchased worktops, upstands, a sink and taps from worktop express. When I opened the packaging of the Reginox ceramic sink it appeared all good. On setting the sink into the worktop my builder immediately noted a significant 10mm bowing or warping on the near side right corner so this was a manufacturing error. On bringing this to the attention of worktop express they immediately told me I had no right to request replacement as 6 months had passed and because the brand was no longer a supplier to them that they would not support me in any claim under the warranty. My builder had obviously cut the inset into the very expensive (and now realise over priced worktop) so I had to either keep the wonky sink and be reminded daily and possibly have water damage etc to under units over time or buy an exact replacement. So I purchased another one from a different retailer and am left with a useless spare sink and am out of pocket by £200 plus labour costs. I would therefore not recommend anyone using worktop express as they do not treat their customer with a sense of fairness or respect. My builder and another client of mine have both agreed not to purchase their products. To allow no room for a fair resolution given the delays caused by covid and given I have provided unequivocal photo evidence of the manufacturing fault I think is completely wrong.”

Posted 2 years ago

“One of the worktops I ordered had forklift damage. Unfortunately I assumed that they used a reputable delivery company so didn’t check the worktops thoroughly. I cut 2cm off one end before noticing the damage on the other side of the worktop, nowhere near the cut. Apparently this means I can’t return a damaged worktop despite the fact that I could not have caused it. I don’t have a forklift to cause a dent like that! Customer services were very unhelpful. I asked them to look at the pictures that the delivery driver took but they still won’t replace it, offering a 20% discount off another one, leaving me to pay delivery again and to dispose of their damaged worktop. Please try a different company. I am shocked by their appalling service.”

Posted 3 years ago

“Honestly the worst customer experience I have ever experienced. Ordered a worktop from worktop express in October - they have a nice range of worktops. The staff member in the Camden branch was helpful in that he sourced a breakfast bar worktop even though it was out of stock online. We were very pleased, quick delivery. Fast forward 3 weeks, the edging strip is coming off the worktops. We go back to WE, they refuse to believe its a manufacturing fault. They refuse to do anything about it, and offered 10% off our next order? They must be joking if they think I will ever go back to them or recommend them to anyone I know. Please see attached pic. Fast forward 3 months, I am still trying to get customer service to escalate to higher up, but they refuse. I am trying to get their reasons for why they believe its not a manufacturing fault, they say different reasons every time!! And the reasons don't make sense! The most recent "reason" is that our sink was not sealed properly even though we sent pictures of the fully sealed sink. Absolutely disgusting customer service and the worst quality worktops I have ever seen. We spent nearly £1000 and this is how we are treated? They do not value their customers. Their products are of poor build and they refuse to take responsibility. I am currently in the process of escalating this to FIRA as I am so upset that I have a brand new kitchen with a worktop with half the edging strip coming off and the manufacturer won't even help or offer to provide any resolution to the issue. My point is - if you can avoid buying from this company, please do. Their worktops are nice but if you have issues, you can say goodbye to your hard-earned money because they won't be taking responsibility for any issues.”

Posted 3 years ago

“They cancelled my order, saying its now not in stock,a week or more after I ordered, they then said I have to wait 10 to 14 days to get my money back, after they messed up. And have been fobbing me of ever since, still waiting for my full refund. Bad company stay away.”

Posted 3 years ago

“Dents all over”

Posted 3 years ago

“After being sent 2 different types of Oak worktops we where then spoken to very disrespectfully by several customer service representatives. We have still not been given the correct lengths over a week later or offered any compensation. AVOID AVOID AVOID”

Posted 3 years ago

“Simple request i thought im asking for an estimate for delivery of worktops to northern ireland. I didnt want to order if delivery was excessive. After numerous emails where they wanted exact dimensions worktop type etc - i would have thought for an delivery estimate my request for 2no 4m long 38mm worktops would gave been sufficient assuming worktops weigh similar. They eventually sent a quote fir the fabrication giving a standard delivery £40 advising this may change once the order is placed and they know the delivery address - i sent the address twice during the correspondence”

Posted 3 years ago

“Ordered a worktop on Tuesday and told it would be delivered on Thursday. When I called on Thursday to ascertain approximate delivery time it transpired that the person who took the order had booked it for delivery the NEXT Thursday. They said they would deliver on Friday (the next day). They called back 2 minutes later to say that they could not deliver until MONDAY because 'it was after 12.00' I called Head Office and they said our deadlines are very strict, can not order even one minute after midday, schedules set etc. etc and did offer to deliver on Saturday (no use to me). I find this inflexiblility and 'more than me jobs worth' attitude really, really annoying. I appreciate there have to cut off but when you have messed a client about can you not make an exception? Also why 12.00? For most firms its at least 14.00 or even 16.00 Now I have to go out and buy a more expensive product AND work the weekend to make up for their incompetence. Not pleased. UPDATE: swallowed my pride called today (Friday at 09.10 - well before the 12.00 deadline) for next day delivery and they offered to knock off delivery cost - fair enough BUT ‘the deadlines have changed again due to high demand’ and the delivery can not be made until TUESDAY!!!! Could you make this up? Appalling customer service. Arbitrarily changing a published deadline overnight and further cheesing off an already cheesed off potential customer. I can not actually believe the incompetence and inefficiency of this company. Their idea of addressing a complaint is to endlessly parrot the same empty phrases over and over again and tell you about all the problems THEY are having and NEVER EVER talk about or address how the issue affects you.”

Posted 3 years ago

“I'm currently experiencing extremely bad service with worktop express. I ordered and received a wonderful bespoke worktop that was perfect however it was subsequently identified that there was a split (hardwood). After providing numerous photos, filling out forms and chasing for responses they agreed to take it away for repair. Unfortunately when I asked if they would uninstall it they said no that I would need to get 3 quotes from a joiner which in the current environment is like trying to squeeze blood from a stone. Further they will not commit to a turn around time for the repairs which I believe does not demonstrate what any reasonable customer may expect given you have paid for the item. Shocking customer service and follow - buy with caution.”

Posted 3 years ago

“Terrible service and they just don't care about you as a customer. Shop elsewhere!”

Posted 3 years ago

“I ordered an Iroko 27mm worktop. Ordering and delivery were no problem. The worktop appeared to be in good order and was fitted. However, as oil being applied I discovered a line of filler had been used right through the middle of the worktop. I brought this to the attention of the support team and was advised as it had been fitted, it couldn't be replaced. However, I do not agree that the quality of this worktop meets reasonable expectations. At no time was I advised prior to purchase that this might occur in manufacturing and the website T&C's does not state that this might occur. However, although offering apology, they are not willing to offer a reasonable refund for a very disappointing worktop that I now have to live with. I note that another recent review has had a similar experience which is very sad. I will not be recommending Worktop Express”

Posted 3 years ago

“Tried to order some worktops from Worktop Express Warrington showroom and for delivery they won't bring the worktops to the first floor of my building (using lift or stairs) so I can carry them inside due insurance purposes. So they'd need to leave them on the ground floor where the lobby is and the worktops won't be safe to leave in the lobby till my partner gets in from work in the evening. They can't do anything other than a whole day delivery window and I don't have anyone available to help me bring the worktops upstairs during the day apart from a single day where we would need to pick them up from the showroom in a hired van in the morning. Due Covid they aren't letting anyone collect from the showroom but they'll let you inside the showroom to browse their range while staff aren't even wearing masks to protect customers. Ridiculous. The worktops are 3 metres long so 2 people can easily carry them outside and put them on the ground where we can then pick them up and load them into the hire van and do social distancing at all times. But this isn't acceptable. Wouldn't bother with this company who are inflexible and staff don't want to find a solution to help. Take your money elsewhere.”

Posted 3 years ago

“Avoid this company like the plague, really quick to take your money, work tops came on seprate days, first worktop damaged but used as it would be covered by upstand, second worktop had a void on front face and you could feel the air pocket of worktop, company not interested, would not replace and only got 20% refunded on worktop, and on top of £40 delivery charge for worktops, I should have known better and used a local firm, its typical of a company thats got too big, customer service gone out of the window.”

Posted 3 years ago

“Brackets are sold singularly, the very definition of a bracket is plural! When I contacted customer services about sending another, which I was happy to pay for, I was told it would cost me a further £4.95 shipping! For a bracket! When I asked about their refund policy I was met with silence. Terrible, would never use again.”

Posted 3 years ago

“The most appalling service we have ever had. We do not recommend this company. Our order arrived very badly packed and as a consequence the panels were damaged. The collection was arranged for Thursday. I was waiting entire day at home, however no one came to collect. We have called Worktop Express, sent emails, left voicemails, however were completely ignored. No refund will be arranged until goods are collected, no compensation on huge inconveniences caused because they company just don't do that. I would strongly recommend to improve on their customer service as they will start losing people who are making them money.”

Posted 3 years ago

“Worst company i have had the misfortune to order from get email at 11 50 stating my black strip is out of stock and i have till 12 oclock to let them no if a want my work tops delivered ... waited all day and had work men booked for my delivery arriving which they did not delivery now a need to wait till friday with no kitchen no sink or water till then when they had nearly a week to contact meand when your paying 58pd for delivery you expect your order on the day stated”

Posted 3 years ago

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Worktop Express is rated 2.5 based on 141 reviews