Online Worktops Avis 

Réponse de Online Worktops

Actualisé le 26 janv. 2023

Hi Janet

We feel that it is a little unfair to give us a 1 star review considering we do not manufacture the worktops. Formica manufacture these worktops and we passed your complaint on to Formica and we sent you their response. The response to you from Formica is as below which was sent to you on the 10th August:-

The manufacturer has now gotten back to us and their response is as below. Please have a look at the specific information in blue text.



Some standard cleaning products can leave a patchy, greasy film on the surface, which is not immediately visible, becoming more apparent over time by leaving ring marks, patchiness and a general change in appearance. This can make the laminate appear faulty, when actually the marks are within the residue, not within the laminate.

The areas of worktop most likely to be affected by marking of this kind are in higher use areas of the kitchen, e.g., near to the sink, hob and prep areas and are therefore likely to be cleaned more frequently, building up more residue in these areas (which then leads to marking).

If there are any residues on the surface of the tops then one of the following methods will remove it, depending on what it may be.

Clean the surface with Cif (non-abrasive) cream cleaner and a soft damp cloth. Clean the whole top using a circular motion, applying firm, but even pressure. Do not rub harshly in any one area and ensure that the tops are rinsed thoroughly and wiped dry with all-purpose paper towel. Dependant on how stubborn the build-up is it might be a case of repeating the process two or three times, concentrating on the areas most affected.



Using a soft cloth, gently wipe the affected area of worktop with acetone, rinsing thoroughly after cleaning, and drying with all-purpose paper towel. Again, this can be repeated more than once if required. Customers usually ask where they can purchase acetone, it should be readily available from chemists in its pure form although most nail varnish removers contain it as well.

Please note that all our non-gloss laminates are covered under our FIRA gold certification, FIRA test our worktops and make sure they conform to the standards set in BS EN 6222-3. Any staining or marks that cannot be removed by the cleaning instructions above, therefore will fall outside of what has been deemed reasonable by British standards and will not be considered a manufacturing fault.

Based on the information supplied so far there is no evidence to support a manufacturing fault, the above advise should resolve the issue for your customer.



As you can see from the response the manufacturer deems that there is no fault with the worktop and therefore we will close this case.

Kind regards
Online Worktops Limited

Réponse de Online Worktops

26 nov. 2020

Good morning Kesia,
Thank you for your feedback.
With regards to your sample problem, I will attach below part of the email that you and every customer are sent off the back of a sample request -
'Please note: if you have ordered solid surface samples - some are sent directly from the manufacture and will arrive separately. This is also the case if any laminate samples are out of stock.'
I can confirm that the staff member who deals with our sample request has a brain injury and is very meticulous along with his OCD imbalance that ever sample request is dealt with efficiently. Which is why I know that this was not missed and that the email you would have received as mentioned above explains why some samples may be missing. We apologise if you missed this email but as the requests are sent to us via the website we are not required to personally contact you, we do this as part of our service because no matter how big or small your order, we believe every customer should be treated the same and every order acknowledged and explained to the best of our ability - If this can be improved please get in touch with more feedback.
If you had ordered from Axiom, Prima, Egger, Mistral or Mirostone or any marble effect samples they have all been effected and as you were advised when you rang your request will be dealt with as soon as we possibly can. At present due to what is going on in the world as I am sure you are aware, Covid has affected several aspects of our business, supply of worktops let alone samples being some of them and I can only apologise if ours or our suppliers service was not up to your standards during this difficult time.
With regards to our 'outrageous' postage charge, please read the response below and again we apologise that our company could not fulfill your standards as a paying customer at this time and hope that once we have all our staff back in, suppliers running as normal and stock levels amended we can be of better service.
Kind regards,
Online Worktops

Réponse de Online Worktops

26 nov. 2020

Good morning Kam,
Apologies I am only just getting around to replying to your review.
I will briefly explain that when you order an edging strip individually from an online retailer who does not stock anything because they are an online retailer, this requires the following procedure: Order edging from supplier/they post it to us (which costs us the weight of your item)/we post the item to you, paying the postage, envelope, staff to process your request and staff to take this to a post office and you will know this will not fit in a letter box as edging is rolled and can not be delivered any other way unless you were to order it with your worktops which would result in no postage charge or you also have the option to collect from us FOC - this can be found at the checkout where it states £15 for postage, which you also did not need to pay if you was not happy with payment amount required.
I hope this response answers your question as to why the postage for worktop edging is high.
We as a company do not benefit from delivery charges nor postage charges and apologise you did not order enough when you placed your worktop order but this is out of our hands as we are not aware from a web order where your kitchen requires edging. Alternately, you could also have used our professional edging service and has your worktops edged before they were delivered - Unless you ordered your worktops from else where and if that is the case I would have suggested going back to them for the extra edging.
Kind regards,
Online Worktops