flooringdirect.co.uk Reviews 1,468

They say they are not liable for colour differences so to order a free sample, 4 emails and just as many attempts at calling them with the phone ringing for 5+ minutes, still no where.

I was going to use this company to carpet/floor my entire house, absolutely not now.

05/07/23
Yet again, having told me they will collect it this afternoon, they haven't. When I received the email saying I was next I stood outside waiting for them and they didn't turn up. Appalling waste of people's time. I can't actually contact anyone either to talk to them about it as there is no phone number. Their chat bot is unsurprisingly overwhelmed, so not answering. Not impressed.

04/07/23
I received an email saying they were going to collect an item from me, and that I needed to attach labels they had sent. They hadn't sent any labels. They said they were going to collect that afternoon. I received an email saying I was next and then they didn't turn up. No number to ring and their online chat was 'overwhelmed' with people calling, so no response from them
I've also tried emailing them and now my emails are just being returned to me.

Ordered carpet x2, astro turf, underlay and accessories.

First time no delivery, upon chasing the store we were told that there was a delay and delivery would be for the following week.

Second time delivery received but only half the items were delivered

Third time second carpet delivered but warehouse forgot the underlay and accessories.

Although refunded the cost of the underlay and accessories as I had to cancel the order as well as the cost of delivery. Was offered £20 gesture of good will, leaving me over £100 out of pocket as we had arranged for the grass to be fitted.

The business does not take accountability for its errors, and absolutely does not value its customers.

Was a bit apprehensive reading the reviews. However I called the sales team and made sure items I needed were in stock. Pretty smooth from order to delivery. Driver Lee was 10/10 very pleasant!

Waited over 2 months. No delivery, wrong delivery, wrong delivery again and then misplaced delivery. Consistent chasing. So frustrating. Waste of time,money and energy. Finally got a refund.

Shockingly poor service. They will happily take your money while knowing they haven't the stock. They will even give you a delivery day and a fake dispatch email with no tracking information.

Getting hold of them on the phone is near impossible. Tip: use the phone number listed on their Google maps page rather than what's on the website and it usually is answered. The people on the other end of the line make false apologies and false promises of refunds.

However, I did eventually received my refund after countless calls and threats to take legal action.

Avoid.

Avoid these guys they are an absolute nightmare and still have my money.

Two separate orders. One placed on the 4th April and was marked as in stock. They then marked as dispatched the next day on the 5th of April. Thought it was strange that they provided no tracking number.

The exact thing for the second order. Placed one the 5th April and marked as dispatched on the 6th. Again no tracking number provided.

Fast forward to Thursday 13th April and I had not received anything at all.

After multiple attempts someone finally picked up the phone and I was told that they didn't have the stock at all as they were moving warehouse and had to source direct from the manufacturer.

So they are taking money and claiming to have items in stock which they do not and are then lying and marking then as shipped and then going completely silent while they have your money.

Both orders were cancelled for a full refund yet it is now the 20th April and they still have my money

An absolute disgrace of a company and I will be seeking a refund directly from my bank.

Do not go anywhere near this company. A totally dishonest outfit

Excellent communication from Steph right the way through from ordering to delivery which was perfectly on time. The whole process completely painless. The carpet was of excellent quality. I would have no hesitation in highly recommending this company and would certainly use them again. I really do not understand the bad reviews as my experience has been seem less and faultless.

Well this company is a farce ! Ordered vinyl flooring was meant to be delivered within a week never happened ! After many calls mostly unanswered ! Eventually got a email cancelled the order ! Now a week late no refund no answering their phone ! No reply’s to my many emails I’m fuming ! And still no refund so I cannot buy replacement till I get refund ! They said 3 days max ! Should have read reviews before I ordered it ! They are staffed by 2 people max and don’t ever listen if u ever get to leave a message ! They need to be investigated

Worst customer service!!! Only half of my order has been delivered, I’ve called, I’ve emailed, I’ve used the contact us and no response.

Do yourself a favour and stay away.

Ordered vinyl flooring and have called/emailseveral times after an update…nothing! Will have to try and get a refund through our bank. Surely the company should be closed down? You can’t continue to take people’s money and not supply the goods???

I wish I had read the Trust Pilot reviews before ordering from this company. 25% one star reviews says it all.

Two days ago they delivered the wrong vinyl flooring. I have phoned and emailed. They do not answer the phone or respond in any way. They have my money so I suppose they think they are the winners.

Their website states ' We would be delighted to speak with any potential customer .....don't hesitate to get in touch with us today' The best joke of all.

Despite product saying it was in stock, as soon as you pay you get an email to say it's not in stock and will be 'a couple of extra days'.
4 weeks later, still no sign of the purchase, no response from emails....
PayPal on the case to get money back.

Wouldn’t reccomend purchasing from this company, they never pick up the phone or email you back. I’m even questioning if this is even a real company. Tried to request a sample on the phone and the girl I spoke to PRETENDED to do it, tried to phone again when it didn’t arrive and you never get through to anyone. They don’t check their emails either, thank God I didn’t give these people my money. If anything goes wrong you’re on your own. If you do have to buy make sure you use PayPal or your credit card because these people simply don’t care and you’ll need a way to get your money back.

!!!!!AVOID!!!!!!
POOR SERVICE !!! STRUGGLING TO REFUND!!!
My husband bought vinyl floor and paid the money. But it was out of stock .For a whole month we tried to get our money back. Awful customer service - didn't help at all. No reply to emails. Had to call to the bank to get refund from them. NOT RECOMEND THIS COMPANY!!!!!!!!!

Ordered a couple of rolls of lino on 22 February (17 days ago). Their site's payment page is poor: allowed me to enter a two-digit expiry date for my card when it wanted a four-digit (I was in a hurry), then caused a fraud alert on the card that blocked everything and cost me an hour of talking to the bank. Ended up paying with PayPal.

Received the - apparently standard - four update emails, including one that said it's sent. Tracking goes to a company I've never heard of called XDP (though the tracking info is SO unclear and inaccurate in the email that you'll have to try three separate places), whose status says "Manifested but not collected email sent".

Tried contacting FD over the last week+, with absolutely no response. Nothing at all. Will be getting a refund on Monday and going elsewhere.

Edit: Didn't get a chance to ask for the refund (through PayPal) as the week turned into a bit of a nightmare. Then, on the Thursday (3 weeks after ordering), we suddenly got a text from XDP saying they'd picked it up. They turned up about 30 minutes after their ETA - kind of expected at the end of a long day of multidrops, not complaining and the driver was great - and delivered our lino.

Added a star for actually getting it here but with ZERO communication or help from FD. Won't buy from them again.

Brilliant communication throughout our order of carpet for our new house. Replied to really promptly by email and so happy with the carpet. This is being written a year later and it still looks great.

Excellent service and good quality carpets. From A to Z I can’t fault this company and I can only highly recommend. Delivery was fast and the driver extremely kind and helpful with my big carpets. And the carpets themselves, just like on the site.

We ordered our carpet from the picture on the website. The carpet was delivered within days, and we were kept informed the whole time. It arrived on time, and now its laid, I'm so happy with it. I love the quality and the colour. Well definitely be buying from Flooring Direct for all our future Flooring.

Order process was simple and delivery straight forward enough. The product was cut to the required size meaning I had less wastage and the time to install was quicker.

One thing I found a little odd and frustrating is the myriad of potential couriers they use and trying to tally up the tracking reference supplied in the order confirmation email to the right courier's website. It would be much easier if I got a link to the selected couriers website with my order with the tracking reference pre-populated as a query string parameter (like most ecommerce sites do these days) to make the experience that much slicker. After trying my tracking reference in all of the courier websites I discovered the reference I was provided wasn't even valid for any of them!

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