Kitchen-surplus.co.uk www.kitchen-surplus.co.uk

Have the rustic oak worktops - full of knots and holes , rough edges and really poor quality. My fitters bashed ahead and fitted them and when I got back to the house I noticed all the serious imperfections - because its been cut they won't replace it - even with photos . I spent over £600 with this company - their delivery guys 'signed for me ' and did not give time for me to check them over - I am disgusted - AVOID !!!!

If it seems too good to be true - it is !!

AVOID

AVOID AVOID

Purchasing solid wood worktops for the first time Kitchen Surplus seemed really competitive. Having looked at their website I realised they also sold through Ebay and decided to purchase through there instead. I managed to find one of the sizes at the same price and with free delivery on their Ebay store instead of the £30+ £15 on the website! Excellent I thought, attempted to find the other sizes but they had slightly different descriptions and slightly different prices. Not wanting to end up with 3 different worktops I emailed to ask what would be the best and cheapest way to order the 3 sizes I needed. Expecting a reasonable level of help I was hoping to place an order the next day only to get a response simply saying Ebay was the best option - no information at all!

Thinking I might just have got someone on an off day I called and explained my query. A rather unhelpful woman told me she could take the order over the phone and I would pay £60 delivery. I explained again that I was happy to order through Ebay and get free delivery I just needed to confirm they would be the same. She talked over me and insisted I just order over the phone and pay the delivery charge. I said I wasn’t going to pay £15 delivery if I could order it myself through Ebay with free delivery but she failed to grasp this point in any way. In the end I found her unhelpful tone and manner so condescending I decided I would rather purchase from another company and pay £5 more which I’ve now done. Quite happy to take my business elsewhere if they treat you in this way before you’ve even ordered!

I purchased & paid for some jigs from this company, they rang to inform me that they weren't in stock so I cancelled the order. At this point they hadn't actually taken payment but still proceeded to do so, when I contact them they insist that it will take 14 working days to refund my money.

I placed an order for 4 worktops, some accessories and a 900mm wide splashback with kitchen-surplus.co.uk on 21st November 2016

I Received the whole order on 23rd November which I was very impressed with. The drivers would not wait whicle I checked it.

Sadly, they sent me the wrong size splashback, sending a 1200mm wide one instead, which will not fit and is not what I ordered.

Phoned to report incorrect item sent 23rd November, and I was told that a new one would be sent and the incorrect one picked up the following day. What great service I thought.

It never arrived, so I phoned again on 25th November, and I was told there had been an error, and that another new one was being sent that day, for delivery that week. It never arrived.

I Phoned again, 28th Nov, was told that there had been a mix up, and that someone from customer care would call within 48 hours to explain. No one called.

Phoned again 5th December, told that they knew nothing about it, but they would refer me to customer care, expect call that afternoon, no one called.

Phoned again 5th December, told that this item had never been in stock, and that new ones were not coming in and that everyone else should have been able to tell me that, and that they weren’t sure why no one had. Asked for customer care to call me back. No one did

Emailed complaint 5th December 9.30pm, no acknowledgement or reply at all.

Phoned 6th December. Informed kitchen-surplus that my kitchen fitter was due on 7th and that I needed the item or refund urgently, I was told that there was no record of my request for customer care to call back, that I could not be transferred to anyone else and that I would just have to wait to see how this would be resolved.

Phoned 8th December, told that I could not be refunded as I had refused to return incorrect item (this has never been the case, and I am still awaiting collection, arranged apparently for 24th November). The incorrect one will only be picked up when the new one is delivered, but the new one is not in stock and is not coming back into stock.

Received first contact from customer care 8th December 15 days after initial call, told that no refund would be issued until incorrect item had been received back and that kitchen-surplus had 14 days to make a refund. This was day 15.

Told there was no record of my request for a refund, that it had only been submitted on 8th December so I would have to wait.

So far I have made 7 phone calls, written one formal emailed complaint, and driven for 3 hours, delayed my kitchen fitter (at my expense) and now have to find another supplier, all to rectify a mistake made by a company who still have my money, despite being unable to supply the goods they took it for, and sending out something completely different.

I will never use this company again, nor recommend them. I hate to think what the situation would have been like if the worktops had been incorrect.

I purchased the solid oak worktop in November, A couple of weeks ago I noticed a couple of small holes near the sink, on closer inspection of the whole length I noticed loads of small holes all over the worktop, both on top, underneath and on the edges (some of which have been filled in with wood filler and sanded - prior to me purchasing it).

I emailed the company on Saturday (which was almost a week after discovering the holes to be sure new holes were forming)....

I got no response

Emailed them again on Tuesday

I got no response

They responded on Wednesday offering me wood filler as a gesture of good will to fill the holes, I responded immediately to this email to say no

I got no response

Emailed them on Thursday

I got no response

Just had a response today (Friday) offering me wood filler again to fill the holes!

I am absolutely disgusted they are not taking this seriously, last night I noticed 2 holes in my kitchen unit under my sink, so it is now spreading through my kitchen!

I paid £200 to a joiner to fit the worktop initially, I will now have to pay for the treatment of the woodworm and another £200 for a new worktop to be fitted.

I cannot buy a new worktop from another company until they have given me a refund as I do not have enough money, so right now I stuck with an infested kitchen until they bother to sort this out

This company are probably the worst I have ever dealt with.The lack of communication,lacklustre from start to finish I strongly advise that you do not go anywhere near them. Delivery never arrived on 3 different occasions left me with a kitchen incomplete and had no interest in the upset it has caused .in this day and age of customer satisfaction it's a big fat no no from me.

Myself and my partner ordered the 3m and 2m 620mm by 40mm stave worktops and we are so over the moon with it, the delivery guys were so polite and friendly and gave me the best advice to turn my radiator off in the kitchen we're so excited for our dream kitchen with our dream worktops! Delivered for the next day when I was off and the customer service was brilliant!!! Would def order from them again and recommend to anyone!

Love the wooden grains and sturdyness of the worktops, perfect in every way and such great value for money as well considering the wood itself.

I implore people not to use this company. They sent me the wrong worktops (not even the right wood - beech instead of oak!)

As per their terms and conditions, I tried my very up-most to contact them (sending emails, photos, voicemails etc...) to let them know of their mistake before installation but nobody gets answers the phone! Indeed, a manager admitted that they not only can they sometimes not answer the phone but they can also not make outgoing calls!

Nobody then called me for NINE DAYS despite daily emails and phone calls from my self.

When they did finally get in contact - they admitted fault and offered me a tin of oil and a cloth as an apology! For completely the wrong type of wood,not to mention the diabolical customer service.

After many more voicemails (they still don't answer the phone!), and emails they offered to replace the worktops but not reimburse me for any costs I would incur (another day of carpentry etc..)

Also beware that delivery is misleading and not available for 24 hours delivery. I ordered on Tuesday and got them on Friday - the man refused to help me (single woman) in with them and I had to pay random men off the street to help me into the house with them.

I now have the wrong type of wood and have spent hours and hours trying to rectify it due to their non existent customer support. Devastated :(

I would avoid at all costs.

Ordered 2no 3mtr walnut worktops living in the northern isles I had sleepless night worrying what state they would be in when they arrived.no problems arrived in a three day turn around from order to delivery ,the worktops have had four coats of Danish oil and look fantastic, great products and service also there staff.also price,thanks

I couldn't be happier. I placed my order at 3.55pm and IN UNDER 17hrs my order had arrived in pristine condition with square edges AND NO DAMAGE AT ALL.

My next worktop order WILL be placed with Kitchen Surplus and I'll be recommending you to all my customers in the future. Well done for the great product and service.

Many thanks

Jason from Loughborough