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ONLINE STORES receives a mix of reviews, with a notable 75% positivity rate. Many customers praise the competitive pricing and quality of products, particularly the worktops, highlighting the excellent service and helpful delivery teams.
Reviewers appreciate the ability to schedule delivery dates and the overall smooth ordering process. However, a significant number of complaints arise regarding delivery issues and refunds, with some customers reporting long delays and lack of communication. Several negative reviews express frustration over orders not being fulfilled and difficulties in obtaining refunds, with claims of the company being linked to liquidation. Despite these concerns, the majority of customers report satisfactory experiences. Overall, the sentiment leans positive, but potential buyers should be cautious of delivery and refund processes.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.0 | 155 | 100% | +0.8 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 2.8 | 6 |
| Sep 24 | 4.0 | 4 |
| Oct 24 | 2.9 | 8 |
| Nov 24 | 1.6 | 8 |
| Dec 24 | 5.0 | 1 |
| Jan 25 | 3.0 | 2 |
| Feb 25 | — | 0 |
| Mar 25 | 3.5 | 2 |
| Apr 25 | 5.0 | 2 |
| May 25 | 5.0 | 1 |
| Jun 25 | 5.0 | 1 |
| Jul 25 | 5.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 155 most recent reviews.
“Very pleased with this worktop The driver who delivered it”
“Ordered worktops online from bbk in July 2024, the worktops were not in stock, so never delivered”
155 reviews of ONLINE STORES. Filter by what matters to you.
I purchased 3 worktops but changed my mind and cancelled within 48 hrs they accepted and said they would refund my payment but after nearly a month and several deadlines missed I complained to PayPal I then received an email from them saying that as Paypal were involved I would be getting refunded from them
Looking at the positive reviews here I thought it was a competent company. I ordered a worktop in July, after 7 weeks of waiting we got a message from Kristen (the owner) it turned out that they could not deliver the worktop. We asked for a refund because we wanted to buy the countertop locally. For exactly 2 months I asked Kristen for a refund, every week I was cheated that the money would come this week. looking at the negative reviews Kristen cheats her customers in exactly the same way. Fortunately I paid for the countertop through PayPal and thanks to them I got my money back. PayPal informed me that Kristen refunded the money and a moment later she canceled the refund so that she could then send me a screen shot that she is not guilty of anything and does not know why we did not get a refund. I do not recommend and please check all reviews before buying
Completely incompetent company. If you give them your money and something goes wrong, good luck trying to get your money back. I ended up ringing up and saying if they didn't refund that day I'd show up with a baseball bat. They just ignore you in the hope you'll go away.
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Very helpful. Sorted out delivery for required date. All arrived when expected
I kind of wanted to give 3 stars due to the chasing I had to do to get an email confirmation of the order, and a delivery date as I wasn't getting much communication, and they missed 2 trims off the order, but the quality of the splashback was so good I gave them 4 stars. They refunded me straight away for the missed items as I was on a deadline and couldn't wait for them. Excellent product and easy to fit, just could do with working on their communication
Great price together with excellent communications. When our Minerva order was delayed from a 4 week delivery to 10 weeks BBK-Direct gave us the option to cancel our order. We decided not to and are very happy with the product now that it has arrived.
I ordered my worktops and the process online was easy. I was emailed regarding delivery and also called. I couldn’t take delivery when they wanted to deliver as there needed to be people available to help the driver carry in the worktops. BBK sorted the delivery so somebody was with the driver. The delivery was also very quick and the delivery people were lovely. I will definitely use again as the customer service is second to none. Helpful and friendly. Price was also the most competitive.
Spent over £4000 for worktops waited over 2/3 months now for them to be delivered to be told the supplier is no longer supplying them, and then got told they will find another supplier haven’t got a refund/ wont process a refund until they claw the money back from their supplier, (so they say) this company is a scam and Kristen who pretends to just be an employee is actually director/has sole interest in this business. 100% avoid do not use this company for anything! They stated that they pay for orders upfront which is false as I sent them the money for the goods! I will continue to persue this with support from police and fraud teams. I placed my order 2 months ago not within 2 weeks
Good communication with the online chat. Worktops arrived on time
Having had to wait months for my splashback ( which we overlooked as we had paid in full and needed it) The delivery man refused to deliver to our address, calling us instead to say he was a few miles away and couldn't access our house. We have lived here for 26 years and have had every possible delivery lorry dropping off outside our house or on our drive ( skips, building materials, kitchens, sand and ballast etc using grab lorry). Today we had to borrow a van and collect it in person from him approx two miles away otherwise he would take it back to delivery yard. Upon calling the company we were informed that it states in terms that it's a kerb side delivery so access is needed. So basically unless you live in a main road they will not deliver to your house? Terrible service!
Good customer service very helpful
Company failed to deliver the work tops on the scheduled date giving very little notice. The kitchen fitter was booked in so this caused some issues.
Nightmare so far! I placed an order for acrylic shower panels 6 weeks ago- the website quoted 7-14 working days for delivery however I still have not received my order and have no delivery date. While the staff have been friendly, no one is able to tell me when I am going to receive my order still and they just blame the manufacturer. Happy to revise my review once this gets resolved.
Good communication and prompt delivery
Ordered some shower panels, the company picked up that I had ordered the wrong adhesive and got in contact to order the correct one. They were also very helpful in completing a form to ensure the panels were printed in the correct matching order. Excellent customer service.
CrowdTrust is a review platform designed to facilitate consumer feedback and opinions on various businesses and services. The platform serves as a trusted intermediary, allowing users to share their experiences and insights, while also giving companies an opportunity to engage with their customers. By aggregating reviews, CrowdTrust helps businesses understand consumer sentiment, improve their offerings, and enhance customer satisfaction. Targeting a diverse range of industries, CrowdTrust caters to both consumers seeking reliable information and businesses looking to build their reputations through transparency and accountability. Users can browse reviews across different sectors, making informed decisions about their purchases. With its focus on fostering trust and credibility, CrowdTrust aims to create a reliable space for honest feedback and constructive dialogue between consumers and brands.
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