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Deralam Laminates Limited is a leading UK distributor of decorative surfaces, supplying an extensive portfolio of worktops, panel products and specialist materials to the furniture manufacturing, shopfitting, interior design and construction sectors. With long‑standing partnerships across Europe’s most respected brands, Deralam delivers a diverse and innovative product offering that supports projects of every scale, from home DIY to large commercial fit‑outs. Decorative surfaces distributor laminate worktops UK panel products supplier interior fit-out materials furniture manufacturing materials shopfitting materials supplier commercial interior surfaces construction surface solutions European laminate brands bespoke surface materials
West coast park, Bradley lane, WN6 0YR, wigan, Zjednoczone Królestwo
3,3
8 recenzji
Odpowiada na 100% z negatywnych recenzji
Zwykle udzielenie odpowiedzi zajmuje ponad miesiąc
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Great Drivers who deliver the worktops. But be aware worktops are heavy and need two people to move the worktop are kerbside delivery only. Something that's on the company's email information.
They delivered worktops that were in an appalling condition, covered in mud and the plastic ripped off. A company’s quality control that lets these worktops even get to a delivery truck is shameful. The worktops and the upstands were all damaged. I waited over a week for them to arrive, so I have not had a kitchen sink or kitchen now for nearly two weeks.
As I ordered these worktops through a third party, I had little idea I was relying on such a poor company. If I knew that these were the distributors I would have not ordered them. If you order worktops that has a one man delivery service the chances are that the company uses this company to drop ship them. Avoid them at all costs.
They were due to pick the damaged worktops up today, but they delayed and then cancelled. I have ordered worktops from another company that does not dropship using this company. The new worktops are due tomorrow. I have no idea how long it will take for this company to pick up these worktops, but I highly recommend that you check with your worktop supplier to ensure they do not use Deralam.
Their response is not quite accurate. The worktops were muddy and the company I bought them from use this company to drop ship them. They didn’t appear muddy they were muddy with boot marks on. The driver (their driver) may have walked on them as uncovered worktops, and dragging other deliveries over them may have caused much of the damage. Still, unacceptable standards.
Odpowiedź od Deralam
We sincerely apologise that your experience did not meet the expected standard and for the inconvenience this situation has caused.
The delivery was completed once the order was received via the third-party retailer through whom the purchase was made. Unfortunately, some items were reported as damaged, which we fully acknowledge and regret.
The delivery took place during exceptionally poor weather conditions. While the products were not delivered covered in mud, we have reviewed the images and can see that exposure to heavy rain combined with warehouse dust may have caused them to appear slightly dirty once the packaging was removed. We understand how this would have been concerning.
We would also like to clarify that all deliveries are specified as curb-side and one-man delivery only. We communicate this clearly to our customers; however, as your order was placed through a third-party retailer, it is possible that these details were not fully explained at the point of purchase. We apologise for any confusion this may have caused.
A collection of the affected items was arranged, but had to be postponed due to weather-related disruption and transport delays. We apologise for the delay and any additional frustration this caused.
The items are now scheduled for collection, and we remain committed to resolving this matter as promptly and professionally as possible. We are genuinely sorry for the series of issues you have experienced — this is not reflective of our usual standards, and we fully appreciate the inconvenience it has caused. Thank you for your patience while we work to put things right.
Good experience with your Sale team specially Richard.
Odpowiedź od Deralam
Thank you so much for sharing your feedback — it’s great to hear you had a positive experience with our sales team, especially Richard. He’ll be delighted to know his support made a difference.
We really appreciate you taking the time to leave a review, and we’re glad we could help make your experience a smooth one.
If you ever need anything else, our team is always here to support your next project.
Hit the industrial bin at our place. Damaged the wall, denied it. Even though two independent tradesman witnessed it.
Odpowiedź od Deralam
Thank you for your patience, and we are very sorry for the huge delay in responding to your review.
We are also sorry to hear about the damage reported at your premises. We take all delivery‑related concerns seriously, and we understand how frustrating this situation must have been for you. After reviewing the information available to us at the time, we were unable to confirm that the damage was caused by our vehicle or driver, which is why the matter was not accepted as a confirmed claim. We appreciate that you had witnesses present, and we do not dismiss the inconvenience this caused.
We always aim to handle deliveries professionally and safely, and we regret that your experience left you feeling otherwise. Your feedback has been noted and will be used to support further training and review of our delivery procedures.
If you or your site representative would like to provide any additional details, we remain willing to review them so the matter can be fully documented.
They use a single person delivery system so you have to help unload heavy items. During my delivery, the driver dropped his end of the 3m worktop badly injuring my leg. He did not apologise and he did not even check the worktop for damage. The company response to my injury was slow - over 8 days before i received a call despite chasing every day. Their delivery methods are dangerous. I have reported them to the HSE to help improve things before someone is badly injured or killed.
Odpowiedź od Deralam
Thank you for your review. We are very sorry for the experience you described and for the distress the incident caused.
This matter was fully investigated and handled internally through our formal procedures. For confidentiality and data protection reasons, we cannot provide further details or discuss the outcome on this public platform.
We do, however, take all safety related concerns seriously, and your feedback has been noted as part of our ongoing review of delivery practices and communication standards.
Bought worktops upstands and edging strip to finish via a builders merchant who used Deralam as their supplier. Deralam were late in supply so it was arranged that the items would come direct to me from them. When they arrived there were several issues
One worktop had a large gouge on the side that exposed the chipboard some 50mm long. This was known about by Deralam before it was sent out but they couldn't be bothered to let anyone know
Another worktop had a smaller gouge of about 10mm long again exposing the chipboard underneath
Another worktop had two line indentations on the edge caused by the retaining straps used for delivery
There was no edging strip. The driver said it would be posted.
My supplier chased Deralam for compensation and delivery of the edging strip. Re the latter it took a further 9 days to arrive and when it did it was the wrong colour. My supplier also ordered a second strip which turned up a day after mine but that was another colour.
No compensation was offered and Deralam told my supplier that they regarded the matter closed and not to bother ordering from them in the future as any order would be rejected.
In the end the manufacturer supplied the correct strip free of charge.
Deralam were rude and unconcerned with their total lack of service.
UPDATE
It has taken 10 months for Deralam to respond to this review. I also note that they have done the same to all the other reviews on Trustpilot all on the same day and same hour even. However in the background they have also sent two requests for confirmation that I am reviewing the correct company. If I do not respond to both of these within 3 days its says my review will be taken offline. I have confirmed twice now this review is for this company. Its like harassment being asked to confirm then reconfirm. I want to state very clearly this is the company I wanted to review and I stand by my comments as honest and truthful about them
Odpowiedź od Deralam
Thank you for taking the time to share your feedback. We are genuinely sorry for the issues you experienced with your order and for the frustration this caused. The condition of the items on arrival was clearly not up to standard, and we fully appreciate how disappointing that must have been.
As your order was placed through a builders’ merchant, all communication, claims and after‑sales processes must be handled through them as the retailer. This is standard procedure across our industry, and we continued to liaise with your supplier throughout to provide the information and support required. We understand that delays occurred, and we apologise for the inconvenience this created.
We are sorry that your experience left you feeling that our service was unhelpful or unconcerned. That is not the level of service we aim to provide, and your feedback has been noted to help improve how similar situations are handled in future.
If your supplier requires any further information from us, we remain available to assist them.
______________________________________________
Thank you for your update. I understand your frustration, and I appreciate you taking the time to confirm your review.
I am currently working through every review to identify any unresolved or ongoing issues so that, where possible, we can help bring matters to a proper conclusion. This is part of a new internal process, and we are taking it seriously, which is why you may have received confirmation requests during this review‑checking stage.
We will not contact you again regarding verification, and I want to thank you for your time and for clarifying your position. Your feedback has been noted as part of our wider review of how we handle customer concerns.
Great service from Deralam (used by worktop hub) when delivering my worktops. The driver called Antony was polite, courteous and very accommodating, he also rang me en route with a very accurate delivery time and the items were delivered well within the delivery slot time allocated to me by the company a few days before. Thank you!
Odpowiedź od Deralam
Thank you so much for your lovely feedback — it’s great to hear your delivery went smoothly. We’re especially pleased to know Antony made such a positive impression with his professionalism and communication.
We really appreciate you taking the time to share your experience, and we’re glad everything arrived on time and exactly as expected.
Bought a Baltic Brown Pietra Kitchen Worktop via my kitchen installer and I love the worktop. However, anything that you put directly on the worktop scatches it and the edging is a different colour when dry, it matches when wet. Contacted the company, first time no response, 2nd time received a response and sent requested images and details. 2 weeks later contacted again and now a week later still no response. Appalling customer service and I have no idea how to get my worktop from (a) scratching (b) looking good. Avoid this company.
Update: 2 years on and many many scratches later. Still no response.
Jan ‘26 I have a reply however even if I do send the information they won’t reply or sort it as it’s the same email address I used over 2 years ago.
Jan ‘26 Deralam have denied this is their product. .pietraworktops co uk and click email us, the email is for sales at deralam
Odpowiedź od Deralam
Hello, I'm sorry to hear of the issues you have advised. Please can you reach out to our sales team, who can take further details of this. Sales@deralam.co.uk.
Thank you for your message, and we are genuinely sorry for the difficulties you’ve experienced and for how long this has been ongoing. This is certainly not the level of service we aim to provide, and we fully understand your frustration.
To clarify, we have not denied that the Pietra Baltic Brown worktop is our product. The issue is that the order was placed through a third‑party company, which means we did not receive your original purchase details or any direct communication at the time of installation. This unfortunately caused delays in being able to locate the correct information and respond appropriately.
We also want to note that we did reply to your emails, offered guidance on how the issues could be rectified, and requested that communication be continued through the company from whom you purchased the product. This is standard procedure, as all warranty and after‑sales processes must go through the original retailer.
We appreciate how disappointing this situation has been, especially given the scratching concerns and the colour variation on the edging. These are issues we take seriously, and we want to help resolve them properly.
If you are able to resend the details and images, we will ensure they are reviewed promptly by the correct team. Although the email address is the same, your enquiry will now be handled with priority so we can move this forward for you.
Once again, we sincerely apologise for the inconvenience and the lack of communication you’ve experienced. This series of issues is not reflective of our usual standards, and we appreciate your patience while we work to put this right.
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