Deralam Reviews 

Reply from Deralam

Jan 30, 2026

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.

Reply from Deralam

Jan 30, 2026

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.

Reply from Deralam

Jan 30, 2026

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.

Reply from Deralam

Jan 30, 2026

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.

Reply from Deralam

Updated Jan 30, 2026

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.


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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.

Reply from Deralam

Jan 30, 2026

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.

Reply from Deralam

Updated Jan 30, 2026

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.