I bought this Karndean flooring online. It's a well-known brand, and plenty of other sites were selling it, but the prices at Frankly Flooring were the lowest by far. I received an automatic confirm... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Easy to use website, competitive pricing, and the only place I could find that had stock of both products I needed. Nice personal comms about delivery, which arrived on-time with a helpful delivery d... See more
Company replied
we needed a box of Kardean flooring to replace a few existing strips that had been scratched during some kitchen work. We found it in stock here at a great price and and minuscule delivery cost compar... See more
Company replied
So please with my order of Karndean Natural Prime oak glue down. The floor isn't down yet but all the boxes are pristine and the batch numbers for all 24 packs match. The price was the best I could fi... See more
Company replied
Company details
- Flooring Store
- also in
- Carpet Store
- Decoration and Interior Design Store
- Furniture Wholesaler
- Home Improvement Store
- Wood and Laminate Flooring Supplier
Written by the company
Frankly Flooring is a family-run flooring store with over 20 years’ experience in the trade. We supply top household flooring brands — including carpet, laminate, vinyl, engineered wood, and luxury vinyl tile (LVT) — at unbeatable trade prices. Our flooring is delivered directly to your door anywhere in the UK, making it easy to transform your home with high-quality floors at great value.
Contact info
Unit 9 Newbury Works , BA3 5RX, Coleford , United Kingdom
- 01373 812250
- Sales@franklyflooring.co.uk
- franklyflooring.co.uk
4.3
Excellent
237 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 1 month
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Reply from FranklyFlooring&Furniture
That’s fantastic to hear — we’re so glad you love your new flooring!
Thanks for taking the time to share your feedback. It means a lot to us, and we’d love to help again with any future projects.
great value price and prompt delivery.
May 7, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
We’re really glad to hear you found great value in your purchase and that delivery was nice and prompt. That’s exactly what we aim for!
Excellent experience
Excellent experience, great customer service and really pleased with the flooring too
May 5, 2025
Reply from FranklyFlooring&Furniture
Thanks so much for the kind words!
We’re thrilled to hear you had an excellent experience and that you’re happy with both the service and your new flooring. That’s exactly what we love to hear.
Great service
Well, keen prices and a very easy ordering system. Then once order placed great comms re the delivery. Nothing to moan about whatsoever.
April 28, 2025
Reply from FranklyFlooring&Furniture
We’re really glad you found the pricing competitive and the ordering process straightforward. It’s also great to hear our communication around delivery was up to scratch. That’s exactly the experience we aim to provide!
Had to cancel order and I just gave a…
Had to cancel order and I just gave a call. Since my order didn’t leave yet they happily made the refund. Easy so thank you
April 24, 2025
Reply from FranklyFlooring&Furniture
it was no problem at all, we completely understood your reason for having to cancel.
Good communication throughout
Good communication throughout, arrived when needed and very happy with flooring.
May 10, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
thank you for the review, we love the feedback and are glad you're happy with your new floor.
Reply from FranklyFlooring&Furniture
thank you for the review!
Great product delivered on time..
Great product delivered on time... all dealings with this company were positive !
April 10, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
thank you for the review its much appreciated!
Awful customer service.
Ordered on the 18th April,after a week of no information, rang to find out when to expect delivery.Was told Friday 2nd May,I rang again on Wednesday 7th May to ask why it hadn't arrived, and was told they had forgot to order it.
I asked when to expect delivery,he said he didn't know!
Had to cancel order as we can't wait any longer, and don't trust there competence. Now we have to start from beginning to source new flooring.Buyer beware.
Extremely poor service.
April 18, 2025
Reply from FranklyFlooring&Furniture
Dear Gill,
First and foremost, we're truly sorry. Reading your review was hard because everything you've said is completely fair—and we take full responsibility for the experience you had.
We’re a small, family-run business that’s grown very quickly online, and while that growth has been exciting, it has also brought challenges we’re still learning to manage. In this case, we made a mistake—we forgot to process your order, and that’s on us. It wasn’t down to anyone else. We didn’t try to shift the blame or hide it from you, because that’s not how we do things. We believe in being honest, even when it means owning up to an error like this.
We understand how frustrating it must have been, especially when you were relying on us for something as important as flooring for your home. Not only did we fail to deliver what you needed, but we also let you down when you needed clarity and reliability. For that, we are deeply sorry.
We’re currently taking real steps to improve—bringing in more staff, tightening our processes, and working hard to make sure mistakes like this don’t happen again. That said, we know that doesn’t change what happened to you, and we completely understand why you lost trust in us.
If you're ever willing to give us another chance, we’d love the opportunity to show you the level of service we’re truly capable of. In the meantime, thank you for your honest feedback—it helps us get better.
Warm regards,
Simon
Frankly Flooring
Horrendous customer service
Please do not order from this company. From their website they claim 'customer service is our greatest passion' which is laughable. I ordered some flooring which took 10 days to be delivered. I wrote on the delivery note to not send a HGV for delivery but they did anyway. Upon receipt of the flooring one pack was ripped and damaged. We refused to accept it and sent it back with the courier. Upon contacting frankly flooring immediately with the issue I was told they needed the pack back and to send a photo of the damage which I did. I then heard nothing so chased and after several emails going backwards and forwards I was basically told I was lying as the courier company had said we accepted the order (I have multiple pieces of evidence to the contrary). When I tried to explain how I was being inconvenience by them sending a faulty product I was told my room was usable as I had laid the rest of the flooring! They have done nothing to rectify the problem and are involving me in their dispute with the couriers. Their complete lack of action has now led to me doing a charge back. I feel as if I have been treated like a criminal who is being dishonest when I am in no way at fault. Their approach to customer service is completely bizarre and I would encourage anyone reading this to not touch them with a barge pole.
April 23, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
Thank you for your feedback, and I’m very sorry to hear about your experience. Please accept our sincere apologies for the inconvenience and frustration caused.
We understand your disappointment regarding the delivery and the condition of the damaged flooring pack. We appreciate that you notified us immediately and sent a photograph of the damage. We also regret that there was a discrepancy between the courier’s confirmation and your own account, and we absolutely do not intend to suggest dishonesty on your part.
We acknowledge your frustration with how this was handled. Our intention was never to make you feel disregarded, and we’re truly sorry if our communication fell short. While we did need to retrieve the item and confirm its condition with the courier to process a replacement or refund, we understand that this process may have caused further inconvenience, especially when the rest of your flooring was already laid.
Regarding the use of an HGV for delivery, we apologize for not meeting your request. We’ve taken note of this issue and will investigate how this instruction was missed to ensure better handling of delivery requirements in the future.
Your feedback is being taken seriously and shared with our team so we can improve both our service and our communication.
In general the experience was fine
In general the experience was fine. But despite a high cost for delivery, the order did not arrive within the timescale stated. It also did not arrive on the date that i had been notified by the delivery company. As I had tradesman waiting, I had to chase the suppliers who gave me the number for the delivery company and then I had to plead with them to get it delivered quickly. Wasted time for me and the tradesmen.
April 10, 2025
Reply from FranklyFlooring&Furniture
Thank you for your feedback, and I’m really sorry to hear about the delivery delays and the inconvenience it caused—especially with tradespeople scheduled and your time impacted.
We understand how frustrating it is when delivery dates shift, particularly when you’ve made arrangements based on the original timescale. While we rely on third-party couriers for some deliveries, it’s still our responsibility to ensure everything runs smoothly, and in this case, we clearly fell short.
Your comments have been noted and shared with both our team and the courier partner involved, so we can work on preventing situations like this going forward. We genuinely appreciate you bringing this to our attention, and we’re sorry again for the disruption it caused.
It was easy to order
It was easy to order, but I think the charge for such a long delivery on a small order was a bit steep
April 6, 2025
Reply from FranklyFlooring&Furniture
Thanks for your honest feedback, and we're glad to hear you found the ordering process easy!
We do appreciate your point about the delivery charge—especially for smaller orders—and we're always reviewing our shipping rates to make sure they’re fair and reflect the service provided. Your input helps us with that, so thank you for taking the time to share it
It was great to be able to talk to…
It was great to be able to talk to someone on the phone and discuss this product and delivery. They did exactly what they said they would do and communicated well during this process. Would definitely recommend them.
April 9, 2025
Reply from FranklyFlooring&Furniture
We’re really glad to hear that speaking with us directly was helpful and that everything went smoothly with your order and delivery. Clear communication and doing what we say we’ll do is super important to us—so it’s great to know we delivered on that.
5 out of 21 boxes of flooring damaged
5 out of 21 boxes of flooring damaged, subsequently the flooring in the boxes is damaged. Messaged twice without reply. Would not recommend
April 4, 2025
Reply from FranklyFlooring&Furniture
I'm really sorry to hear about the damaged flooring and the lack of response to your messages—that’s certainly not the experience we want any of our customers to have.
We completely understand how frustrating it must be to receive damaged goods, especially when you're ready to start a project. Please accept our sincere apologies for the inconvenience caused.
Great customer service timely delivery…
Great customer service timely delivery - smooth transactional purchase and amazing good value product
March 27, 2025
Reply from FranklyFlooring&Furniture
Thanks so much for the great review!
We’re really glad everything went smoothly and that you’re happy with the product and service. It’s always great to hear when we’ve hit the mark on value and delivery.
Appreciate you choosing us and we’d love to help again whenever you need flooring in the future!
Ordered the karndean heritage flooring…
Ordered the karndean heritage flooring explained it would be 6-8 week delivery because of the product arrived just over 4 weeks later
Definitely use frankly flooring again
March 12, 2025
Reply from FranklyFlooring&Furniture
Thank you so much for your kind feedback!
We’re delighted to hear that your flooring arrived earlier than expected and that you're pleased with the service. We always aim to keep our customers updated and deliver as quickly as possible, especially with lead times like this, so it’s great to hear we hit the mark.
We truly appreciate your support and look forward to helping you again in the future.
Reply from FranklyFlooring&Furniture
Thank you for the review! were glad you like your new carpet :)
Easy and smooth transaction
The flooring was easy to order online. It arrived promptly and was well packaged.
March 14, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
Hi
thank you for the review, could I ask what we could have done better to receive 5 stars? we are a family run team so we are always looking for ways to improve. we hope you love your new flooring. :)
Excellent transaction and customer…
Excellent transaction and customer service throughout will be using in the future as my go to flooring supplier
Many Thanks
Duncan
March 3, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
Hi Duncan, thanks for the review they really do mean a lot!
Great service
Very easy to order, competitive price and delivery right on time!
March 18, 2025
Unprompted review
Reply from FranklyFlooring&Furniture
Thanks for the review, we hope you love your new flooring!
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