FloorsToday Reviews 80

I visited a floors today store in August where i ordered and paid for laminate flooring, along with underlay and booked to have it fitted by a professional fitter who would fit my flooring on saturday 10th August. I rung the store to check what time the fitter would be attending my house to fit my floor to be told i am not booked in on 10th August. I had nothing but problems trying to sort out having my floor fitted. When the store eventually got a fitter he turned up at 3.00pm the first day (Wednesday) without the correct beading, apprantly the beading i ordered and paid for got sold, i was short in my flooring and underlay which meant the fitter had to return on Thursday but didn't arrive till 6.30pm again with no beading so needed to come back on the friday which he didn't arrive till 6.30pm. I put in a complaint to head office to deal with my issues. After a couple of days of my floor being fitted i noticed the beading had not been clued and started to fall apart and my flooring started to uplift and split once again i put in a complaint but kept being fobbed off. Floors today sent an inspector to come and assess my floor, which i was told by the manager of the store were i bought the flooring from that my floor would be sorted immediately and apologised for the state it had been laid. Once again nothing off floors today on when my floor would be uplifted and re-laid. It took me nearly 9 weeks of complaining before i had my floor re-laid. I was sold underlay to be asked when the second fitter came to relay the new floor that i didn't need to purchase underlay as the flooring i ordered had underlay attached to it so i did have a refund but only after complaining. Thats all the saleman wanted was a sale.
To be honest i have never experienced such poor communication or customer service from a company. From start to finish i have had nothing but problems. I was continually being fobbed off and misinformation from staff. This was the first time i visited floors today and it will be my last. Very poor communications from staff when dealing with complaints. Head office did offer a good will gesture but when i contacted them about this after my floor had been rectified, due to the stress and inconvenience this caused over the nine weeks trying to have my flooring re-done i didn't get a reply. This just sums up this company. Very poor.

Purchased solid oak flooring and went down hill. Firstly didn't have any record of the flooring being delivered so had to wait. When it was delivered one pack was held together with silver duct tape and wet, planks were damaged. The underlay was forgotten and no one could give a date when it could be delivered and the damaged wood to be replaced. After the Swansea store putting you on hold and 'forgetting you'. Staff and the manager promising to call back but never do always an excuse of only having a van on a particular day. Still waiting so avoid and go elsewhere unless you like grief and stress.
Update after head office got involved.
Turned up with the wrong shade flooring but I did get my underlay. Took two weeks but a slightly damaged pack arrived, so with the first damaged pack I've got a pack made out of the two. Still had to keep phoning with no return call and being told no van to deliver but a kind lad called Liam drove in his own car.
Again avoid like the plague as they operate like a badly run chuckle brothers.

Laminate floor I wanted was out of stock in the Merthyr store.But told if I paid for it on Saturday the would get it from Cardiff store for Monday for me.So parted with my money.,big mistake.Rang the store on Monday no laminate had been picked up.Couldnt tell me when they it was going to be picked up.No apologies and really didn't seem to care.They had my money and didn't seem bothered.Ended up going to Cardiff to pick it up myself.Loaded all the laminate on.Asked about the underlay that I had paid for? Salesman got a bit arsey and said I'd have to pick that up from Merthyr?Told him forget that and he rung Merthyr who told him to give me the underlay What a joke of a company, never use them again.Ans didn't seem to care after they had my money.Steer Clear would be my advice

Recently had new flooring from the Newport branch. Found Anthony and Matt to be very customer orientated, helpful with honest advice and gave a generous discount.
Jack

Went to the Cardiff Culver Store today, the store manager Nathan was very helpful, kind and we had great customer service .

Really happy with my purchase. Visited Newport when it was pretty busy but the team were great and attentive enough. Didn't really know where to start with it all so Anthony helped me figure out what would work best with the furniture we have.

Chose a cost effective wooden flooring for my hallway and playroom. The guys that fit it were great (despite the challenging conditions of my awkward hallway).

Would definitely buy from them again

To start, we have never experienced such poor communication or customer service from a company. From start to finish there have been nothing but problems with this order, and misinformation from staff.

Below is a breakdown of the communication between the Merthyr store along with promises of delivery and fitting:

5th August

During a visit to your Merthyr Tydfil branch my wife placed the above order for a complete fitting, and was advised that the original fitting would be on Thursday 8th August.

During the appointment my wife highlighted that we required carpet, underlay, grippers and fitting. During this time she was told that the £300 payment would cover this.

8th August (Between 1:45-2pm x 8 call attempts)

My wife tried calling the store eight times.

The morning of the 8th my wife was contacted to advise there were problems with the delivery. When rolled out the carpet was bubbling which meant this had to be returned. However the process meant that photographic evidence was required from the suppliers, and the Merthyr branch would need to await contact from them.

9th August (1:20pm x 2 call attempts, 2:55pm)

My wife contacted the store for an update on the progress. Feedback was this was still with the supplier.

12th August (3:50pm x 2 call attempts)

My wife again contacted the Merthyr store for an update, and was informed that the person dealing with this was on holiday and would get in touch on their return.

14th August (9am, 12pm x 2 call attempts)

Another contact initiated by my wife. My wife informed the process was still with the supplier but a replacement carpet hadn't been placed on order. This was then ordered that day, and my wife told it would be with the Merthyr store by the Friday (16th).

16th August (2pm)

My wife contacted the store again, to see if the carpet had arrived and to arrange fitting. As we were due to be on holiday between 18th - 25th, we arranged the fitting for Tuesday 20th where we would have a neighbour to sit in for the fitters to have access to our property (9am fitting).

20th August

We received a message from our neighbours at 1pm informing us the fitters hadn't arrived. My wife made several attempts to contact the store unsuccessfully, and was eventually diverted to head office.
During the call my wife highlighted all the above issues and our desire for a refund, at which time she was told that head office would deal with this and call us back. No callback has been received from head office.

22nd August

We received a call from the store stating that the fitters had turned up to fit the carpet. This was put down to an administration error at the store, and they had been experiencing phone and system issues earlier in the week. My wife again highlighted all our issues and our desire for a refund, from here the CS rep asked for time to look into this and any potential discounts he could provide but only after their system was back up, and promised yet another callback (which we did not receive).

At this point my wife and I discussed that we were not going to make any further contact with head office or the store as phone calls were not being progressed and promises broken on return calls being made.

26th August

My wife went into the store as we still had not received any calls from the Merthyr branch or head office (Sales rep: Damien).

My wife explained the situation, and from here a fitting was booked, at this point she was told there were no discounts available as advised on the previous call, but fitting would not be charged, so she asked if this would be reimbursed back onto our card.

Here the Sales rep said that a fitting would have been payable direct to the fitters. This was the first time a fitting fee had been discussed as she wasn't told this at initial consultation. There was no discussion around any additional fees other than what had been paid on the 5th August, we were told the £300 included everything.

The initial rep was called over, and tried to brush this issue aside, and simply made assumptions about how fitters don't work for the store. He refused eye contact and was extremely blasé about the situation. There was no willingness to help-out with this.

28th August

Fitters arrived at 3:05pm ready to start, however on inspecting the property, they quickly found that there had been no grippers added to the order, and questioned if we had them. This was again another huge oversight by the Merthyr store.

Not to waste more time the fitters made some measurements and informed me they would cut the carpet at the store. This again was another thing the store had said was already done on a previous call.
The fitters had to leave and would return 4pm 29th August, a day when we really wanted to stay out all day as it was our eldest daughters birthday.

29th August

Fitters were over an hour late before my wife contacted them (5:00pm) about where they were. They simply said they were running late at another fitting.

2 hours later my wife contacted them again (7:00pm), at which time they told my wife they wouldn't be making the fitting again that day due to them bursting a mains pipe at another residence. For the additional delay my wife was told the fitters would provide new silver grips for between the doors.

2nd September

Fitters finally arrived and were able to fit the carpet. However the fitters informed my wife the door grips were on another van so wouldn't be provided as promised on the 29th, and there were several skirting boards that were damaged during the process of fitting the carpet.

From the time our money had exchanged hands, customer service and communication from both the Merthyr store and your head office has been dismal at best.

Visited Newport store to buy laminate for my man cave had an absolute bargain ,I was given good service and even helped by Anthony the hunky salesman to take to my vehicle to load :) .

Fantastic service at FloorsToday Merthyr, called in a few times and every single one of the staff gave excellent service! Highly recommend, will def purchasing my floors from here from now on!
Thanks all 👌

make sure you buy enough or too little as any left over boxes they wont take back*as in my case ,so after finding I had 4 boxes left decided to do another room but unfortunate I was short of 3 pieces so thought floors today wood help out but I was wrong ,told me my wood was now come to the end for sale but offerd me the last ever box for more or less put on an extra 20 +quid on top of what I originally paid because it's the last one ,so people dont rely on their after service and be careful .....bridgend and Swansea

I loved the flooring I bought from Anthony at the Newport branch, the quality of the wood is exceptional and value for money. I would highly recommend Floors today for anyone whom is looking for any type of floor. I love the speed of service! I am a busy person and need a high quality service as well as product. You can rely on Floors today because the customer service is excellent. Floors today have an excellent team of fitters that provide a professional service and the finished fitted floors are outstanding!

Staff were really friendly and knowledgeable. Had what I was looking for at a much cheaper price.

From the first visit at the Newport store to purchase/delivery the service was fantastic, Antony went over and above to ensure we knew everything about the different artificial grass samples for us to make an informed decision.
He visited our home and carried our measurements to ensure we purchased the right amount.
Delivery was arranged at a time convenient to us and we are over the moon with the finished article.
We would highly recommend shopping at the Newport store!

Absolutely amazing service and quality! We bought flooring from Anthony in the Newport store on two different occasions and his knowledge and service is outstanding. He gave us honest advice without being pushy in any way.
The prices are good and there is so many options to choose from.
After many discussions and some changes we finally made a decision and the fitters we had to do the job were great! They were friendly and worked very hard and the results are absolutely stunning. We have even had comments from other tradesmen asking who did the job as it was so well done.
I happily recommended this company and Anthony to anyone looking for new flooring knowing that it will be a great deal for them.

We were served by Anthony Neary in the Newport store when looking for flooring for our home office. He was most helpful and very knowledgeable when it came to suggesting the most suitable laminate for my office. He also went as far as to help pick the perfect colour that would compliment the office colour scheme.
The whole process was almost as easy as the floor was to lay!
Should we have any further flooring requirements, we shall not hesitate to use Anthony's services again.

Highly recommend floorstoday. They were fantastic and had so much knowledge about there products.
Was recommended myself by my mum to Anthony as he had gone out of his way to source a particular piece of flooring for her and got the very best price!
He was amazing with us during the whole process. We came in to look at flooring few weeks before moving house and weren't sure on sizes 100%.
Anthony found a solution and nothing was too much trouble for him.

Will definitely be returning

Lewis King assisted myself and my daughter today very helpful and amazing customer service, would highly recommend floor's today to friends and family 5 *

Had my floor done a few weeks ago. And I can not recommend Nathan (Cowbridge Road store) enough for the help he gave, nothing was too much trouble for him, he went above and beyond, down to coming out and measuring, to help me choosing the right floor for my needs (dogs/ washing down floors) he was constantly communicating with me from arranging measurement appointment down to when my stock came in to fitting it, and then a call to see if I was happy with it all. We all know how stressful decorating can be, but Nathan and floors today made it sooo much easier thank you again Nathan

Great Experience, Great Floor, Great Price!

The team at the Swansea branch were more than helpful when choosing flooring for my living room. Even took samples outside so I could see how they looked in nature light...

Will 100% be visiting when I start my next project

Went to Calverhouse Cross store in Cardiff had amazing service for Nathan. Just bought a house so need the whole house fitted, laminate downstairs and upstairs and carpet on the stairs. Had my floors fitted last week and I love them. Thanks you so much xx