The Floor Room Reviews 751

Very positive experience.
We were given plenty of time to look round without any pressure. When ordering, the manager was extremely helpful and the whole process was very straightforward. I would highly recommend.

My experience with the Floor Room has been awful. I ordered carpets for most of my house and had a fitting date agreed in August 2024. However, the Floor Room cancelled this and told me that they could not even discuss finding a new fitting date for six to eight weeks. This has left me in total mess, with bare boards across much of the house as I had arranged for carpets to be lifted in anticipation of the fitting date (and I had to cancel the lifting of further carpets). The Floor Room refused point blank to discuss compensation to enable me to buy some temporary rugs, let alone for the huge inconvenience caused. I was left with no choice but to ask for a refund of what I had paid in order to find another supplier, given the open-ended uncertainty over fitting dates. I'm glad I did as I subsequently discovered that the Floor Room outlets in John Lewis are effectively just branches of the failed Carpetright chain (which is why the Floor Room was unable fulfill orders or fitting commitments, not that I was told this by the Floor Room). John Lewis should make it lot clearer than they do that the Floor Room arrangement is not a true 'partnership' but is simply the renting out of space in department stores to a concession. There is absolutely nothing John Lewis-like about the Floor Room's customer standards and John Lewis would do well to pick its concession holders with much more care in the future.

James who came to give us a quotation, was on time, was clear in his explanation and efficient.

friendly knowledgeable staff. Did what they said they would do in the timescale given. Originally ordered my tiles from Carpetright but they have now gone into receivership. Staff member very understanding and helpful. Sourced the product and delivery information,

Imran in Brent Cross did a good job to find a replacement carpet and working out new estimates.

The salesperson came over in a timely fashion whilst I was browsing and was extremely helpful in suggesting solutions. She knew the pricing structure, and the pros and cons of various products. She was friendly, not pushy,and efficient.

Very helpful staff. Prompt help and service. Kaia instore was extremely helpful and get me up to date with any changes to the estimate. Sarah who came and measured the room was also very helpful. Glad I went to floor room.

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

Very friendly and knowledgeable staff member. Given samples to take home and even ordered a sample for me. Very pleasant experience

Because I haven't, despite placing my order in May.
Fitting date set for the beginning of June, then the 25th of June, then one hour before the appointment I receive a call from the fitters saying that the materials never arrived into the warehouse. Fair enough! Let's reschedule for July 13th, then July 17th - in the meantime my partner and I are walking on bare floorboards because we had already removed our old carpet and laminate parquet as instructed by them. Almost three months in and our house is still bare, we had to reschedule all furniture delivery because we are still waiting for the floor to be fitted. Then on July 18th we receive a call from the Oxford Street store blaming the supplier on yet another delay - maybe we should try another supplier? Fair enough, let's order a new floor with a different supplier - but what about the price difference? The Floor Room will cover it for us - just kidding, here's your 10% discount and, uh, another 5-7 weeks delay due to - guess what - more unforeseen circumstances!
We canceled our order and immediately went to a local supplier.

Please avoid at all costs. I am so stressed I have started losing my hair - I have grown to appreciate walking on bare floorboards as a coping mechanism.

Shout out to the in store staff, especially Cc, who tried to be as helpful as possible despite the awful, awful management. You guys should have never been put in this situation to begin with.

Quite the most extraordinarily unprofessional and baffling experience. Freddie the sales person at the JL store in Oxford Street was charming. The estimator came within a week. The estimate (£3,463) was paid and Freddie then confirmed the carpet was in stock. I was contacted directly by the fitter and we mutually agreed on 13th August for fitting with a further £615 to be paid to him directly on completion. All absolutely tippety top service.

However, I’ve now received an email to say “due to unforeseen circumstances warehouse and logistic operations have been suspended for 6wks.” How can this happen? John Lewis needs to review their association with this company as it’s a bad reflection on their reputation. I’m now awaiting news that “management has processed my refund”. There is something VERY WRONG.

Was difficult to make the payment at first but called the 0330 number and everything got sorted quickly.

Good customer care

Scott was fantastic - he came to guide me through the fitting process and shared his expertise around the best value options for our home. Excited to see the final result!

The assistant was so helpful giving me ideas about colours and what type of carpet best suited my needs

The Floor Room staff at John Lewis Cheadle very helpful but seemed short of information from TFR headquarters.
Some material did not arrive on the scheduled day which delayed the installation, was extremely inconvenient and had a serios knock on effects.
TFR staff at JL tried hard but were unable to get information about reason for delay or to advise revised schedule,
TFR complaints department TOTALLY USELESS.
Missing goods eventually turned up surprising everyone.
Floor was fitted by Mike who did a fantastic job. Very skilled and a perfectionist. Mike was also very persistent and helpful in tracking down missing materials, and kept us informed.
End result excellent, but TFR headquarters really need to improve their systems, organisation, and communications.

Everything that you expect from John Lewis and their partners - Polite, helpful, efficient service that goes the extra mile with a smile.

I have just had the entire bottom floor of my house fitted with Karndean's Van Gough French Oak. What can I say. Everything was seamless and as expected from John Lewis, the service was top! Michael, the fitter who fitted my flooring over two days was a lovely chap and very good at what he does. Dylan, the sales advisor was impeccably polite, attentive and considerate to my wants and needs. The whole process was made simple, clear and pleasurable by the team at The Floor Room and although expected, it's great to see the standards held by a relatively new concession in John Lewis. A great addition to the plethora of John Lewis's convenience.

Indeed, you can trust The Floor Room to fulfill your flooring needs.

Our carpet was due to be fitted on Monday 22nd but last week we had all sorts of problems getting confirmation. Finally I was told on Sunday that it would be done on Tuesday. Tuesday arrived and with it a phone call to say that Carpetright going into administration meant that we wouldn’t get our fitting done and they had no idea when. Since then phone calls to the store in John Lewis Solihull go unanswered and calls to the ‘customer service’ line just get answered by one of the other shops. Finally decided I would only get answers if I went in to the shop today only to find that nobody - other than another disgruntled customer - was there. John Lewis need to review their arrangement with these people and if you are thinking of buying a carpet from them then either go somewhere else or make sure that you ONLY speak to Mike.

10-08 update: So that explains it - gone the way of Carpetright. My early suspicion was right, the same bunch of rogues running both businesses. I just feel sorry for the decent people who worked front of house for them. Not great for John Lewis either.

The store rep was very helpful & understood my request for help choosing carpet type. He arranged for me to receive samples.