Ordered a new worksurface for a kitchen from Worktop Express. Confirmed order and delivery in 7 days. On day of delivery, confirmation message so I pulled out old work surface. Confirmation call 1 hr 20 minutes before for a 4pm delivery. So far so good.

Guys arrived and said “Did someone call you about the missing piece?” (Bespoke cut joints)

“Err, WTF, no!”

To cut a long story short, at 7.30am that morning they’d discover the middle piece of a U-shaped surface was damaged. No one had bothered to call me.

To cut another long story short (involving 5 calls to the company and no return calls), I’m informed that a replacement part will be with me in 10 days. Remember it took only 7 days to get the order made the first time.

Fitting it will involve me taking two more days off and another trip to Cambridge from Wilts. I plan to charge them my costs which will exceed the contract cost. Meantime we have nowhere to fit a hob.

I paid by credit card. I plan to contact them too.

Anything I’ve missed?

I’m furious because they basically let the lads on the van face the music (one of them was great - he should be the manager) and it seems they are making absolutely no effort to prioritise a replacement. In fact, they only booked in remanufacture 36 hour after discovering the damage.

I'd be demanding it be quicker for the replacement considering it didn't take that long for the supposed ( complete piece ) to arrive with you, I too would seek some form of compensation weather that be money back or something of the likes... hope it gets sorted bud.

Vote with your feet - cancel the entire order and give your business to someone else

Still send the original company an invoice for your time and inconvenience

I always feel that a company / person can best be measured not by IF they make a mistake, but what they do about it WHEN they make a mistake

I think that those responsible will - rightly - rue the day they displayed such a crass disregard for this particular customer!

Whatever course of action you decide to take, if there is anyone in the company who does understand business, they should appreciate your feedback. Be sure to give it to them!