The Floor Room - JL Reading Reviews 26

Lauren is absolutely fantastic! Her knowledge of carpets was impressive, and she made choosing the perfect one for our living room a breeze. She was patient, friendly, and went above and beyond to ensure we were happy with our purchase. I highly recommend

Great selection of samples, clearly displayed information on cost, usage and composition. Friendly and helpful staff

I contacted John Lewis Reading for quality and ended up with The Floor Room! It took several attempts to get in contact, the surveyor (from the floor room) made was not competent so when the fitters came they couldn't fit the carpet. Another 3 week wait plus I was asked to pay more for the mistake (twice the original amount quoted). Bad communication, bad service. The fitters were good but they previously worked for JL!

The young lady serving me was attentive and understood what I was looking for. She made several useful suggestions directing me to an area to meet my needs. She is a useful member of your team

Pleasant and experienced service, now looking forward to the fitting of the carpet.

Davied has been very helpful in helping me choose replacement bedroom carpets for my Shinfield house - his experience as an interior designer is very obvious. Today I was visited for the free measuring service by an extremely personable chap and having narrowed my choice of carpet down to two, look forward to making a decision and placing an order without delay. Thanks again!

Very disappointed with my experience with The Floor Room at John Lewis in Reading, especially after having excellent service from John Lewis supplying my carpets in the past. After giving them accurate measurements for the two bedrooms I wanted carpeted they increased their original quote by several hundred pounds, stating that the surveyor’s measurements were greater than mine. When I asked what the difference was, I was told that was the “intellectual property of the Floor Room”. Ridiculous. I took my business elsewhere and saved a lot of money.

After several mix-ups regarding the date that someone would be coming to measure our room for new carpet we were very pleased with the service received on Friday 17th May from Amrit. He was very helpful and polite and explained everything thoroughly. Pooja in the Reading shop was very helpful and apologetic regarding the dates mix up.

Nice and friendly young lady who was very helpful. Quick delivery of sample. Thank you

When trying to rebook an appointment was told would be rung back which never happened so had to keep sane appointment after chasing. The estimator was very helpful but the system wouldn't show him all carpet options available so confusion about what we were agreeing to. The company had a systems outage for many days so could not call to get payment set up. Had to visit store in the end. The payment system is very clunky and doesn't give a breakdown of what you are paying for, just a figure.When member of staff rang up she didn't say where she was from, better training needed? Still waiting for an appointment for fitting which has to be paid for separately. Offered 15% off which was good as system was down but bring back John Lewis carpets please!

I first visited The Floor Room within John Lewis Reading on 20 March 2024 and received a rough quote for the floor I was considering - one room only, On 5 April I went in to agree on what was proposed and they arranged for a man to come and measure up, He was very helpful. As I was unable to reach anyone my telephone I went in on 17 April to finalise. I made payment of £940.65 on 17 April.
I was told I would receive a call on 19 April to confirm payment had gone through etc. No call.
As I still hadn't received a call by 23rd April I tried to contact them by phone and by email. Friday 26 April, still nothing and no means of contacting anyone so I rang Customer Services at John Lewis. They were helpful and gave me a reference for the complaint and said I would receive a call between 4 and 6. No call.
On Saturday 27th The Floor Room rang me and said they had no means of contacting anyone by phone or email since 18th April, I find it hard to believe they left customers wondering for 10 days as to what was happening to their order. And to make it worse I was told my payment was short. The staff member continued to insist that I had underpaid. I stood my ground and eventually we resolved the issue. My payment was correct. The Floor Room hadn't taken account of the discount. As this was on 3 items it was not initially clear as they kept telling me I had underpaid £139.
The whole episode gives serious concern as to how they operate. It shows little concern for their customers and an inability to keep track of the contract I had taken out with them.

I hate the fact that I have to keep complaining and chasing.
No one has contacted us or let us know what is going on with our refund.
Why is this so hard?
Phoning up just get me sent to random stores throughout the country.
Emails to Reading are not replied to.
Please help

Very pleasant and helpful estimator.
Good information about when people will arrive to fit carpet so far.

Efficient service , great product selection, guide pricing easy to calculate prior to room measurement which was speedily actioned in detail. Follow up paperwork all good.

The young lady was very helpful

Sales adviser, Abid, was really helpful and was good at explaining each step.
The system used by the fitter was unable to select a PT Double Z 270cm brushed chrome door bar.
Abid changed it for us, but the system reset it again so it had to be changed back.

Great range of products at competitive prices. Very professional service

The call was to discuss my online enquiry . Selina was very helpful taking details in preparation for a visit and suggested sending samples of my chosen carpets.

We have just placed an order with The Floor Room and couldn’t be happier with the service. Easy to deal with, efficient and super helpful. A special mention to Jon King-Head who measured up our rooms - he was really friendly, very professional & knowledgeable . It’s so lovely to deal with someone who cares so much about what he does - huge thanks for making the process so straight forwards and for getting things ordered so swiftly, you were fab!

The floor room team were great, taking care to walk me through the options and work out the best carpet and underlay for my house. They also were always on hand to answer a couple of follow up questions I had.
The fitters were incredible, so professional, polite and tidy - they left the house spotless and the carpet looks excellent.
Thanks to all