The Floor RoomReviews 

Assistance at John Lewis was very good. The salesman knew everything about laminate and wooden flooring.

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.

I recently had the pleasure of visiting The Floor Room in Horsham, and I must say, the experience was outstanding, thanks to the exceptional service provided by Mea. From the moment I walked in, Mea greeted me with a warm and friendly smile, making me feel welcome and at ease.

Her knowledge about the various flooring options was impressive. She took the time to understand my needs and preferences, offering insightful recommendations that perfectly suited my home. Mea’s attention to detail and commitment to customer satisfaction were evident throughout our interaction.

I highly recommend Mea and The Floor Room in Horsham to anyone in need of quality flooring solutions. Thank you, Mea, for your exceptional service.

Cee Cee was extremely lovely and very helpful and professional and my order went through without a hitch. She is an enormous asset to the Floor Room

The person who came to provide the estimate for the carpet was late and possibly the journey had affected his manner.

Today at John Lewis, the salesperson was not available originally. When he did arrive, he kept apologising and didn’t appear to be responding fully to the task in hand.

Travelled for almost 2 hours to my nearest John Lewis to actually talk to someone about carpets and twice we visited the concession in store, with no-one to be seen, no way of contacting them and no other help available because it's not part of John Lewis. We shall go elsewhere.

I am very happy and impressed with the customer service we received. Excellent advice and We insight.

Had one of their Estimators carry out a home survey, but upon placing the order I was advised In store to add 3 more packs of flooring to allow for cuts. Fitter attended to install the flooring, but advised us that no door bars were ordered and he would arrange for them to be ordered and he would return to fit them, he was paid in full on the provision he would return and fit them. We also had 5 Full boxes of flooring left over which equates to £850 of over ordered flooring!
At point of writing this review I am now 8 weeks in to a flooring that is not finished, floor that is moving as there are no door bars and 5 full packs of flooring sitting in my hallway.
Upon contacting the John Lewis Welwyn store, I was first told by a team member they would sort a refund for the over ordered flooring, this then changed to I would need to return the floor packs to get a refund and then subsequently changed to they would then need to pass me to a customer service team. As for the Doorbars I was then told I would need to pay extra for these if I wanted them even though I was never quoted or told I needed these at point of ordering and I’ve paid a fitter in full to fit Doorbars I don’t have.
My case was passed to their Customer service team a week ago who have yet to contact me even though they state they will reply within 2 working days.
Shocking service, poorly managed and lack of customer engagement. Poor reflection on John Lewis who entertain them within their stores.

Nathalie was amazing!

Very nice Service, great taste and advice! Amazing to find such great help with our rebuild.
Will definetly recommend the place!

Lily is excellent.

Good professional advice and knowledge of the products.

Professional and efficient service.

Would recommend.

The online experience needed a lot of patience. In the end I gave up and phoned the floor team for the carpet samples I wanted. The operator got cut off, the line had been fuzzy, but he called back promptly and took my order. I now await my samples, which should take three days. The system needs an overhaul and an update.

Without doubt the worst company I have had the displeasure of dealing with. We chose them because we thought being situated in John Lewis was an indicator that they had a basic level of customer service. Turns out we were wrong. After two weeks of non contact (which they blamed on IT problems) They mis-measured our room so when the carpet fitter turned up he couldn't install the carpet. Plus another carpet was somehow missing.

After another protracted delay, during which two rooms were empty and two more stacked with furniture and unusable, they gave us another date for the fitting. Hooray!

NO.
The fitter called on the day to say the carpet was still not in the warehouse despite us being told it was. They blamed it on another computer glitch.
Side note: In the meantime we had been sent completely the wrong paperwork with another customer's personal details on it. GDPR violation right there.
I lost count of how many times we had to go in-store to sort out problems with these people. We lived in an upside down house with furniture piled up in the bath and my daughter having to sleep on the sofa for two months because of these people. At no point were we offered a discount, or even a refund of the 'make it easy' service. BEWARE THIS COMPANY. Once they got your money which they demand in full, up front, they will not care less about actually fulfilling the order. They don't even employ their own fitters, subcontracting that out so you have to pay them extra on the day. They are incompetent middlemen with a highly dodgy IT system that breaks down, sends the wrong quotes and doesn't tally with what they actually have in the warehouse.
We were going to get our stair landings done by these people but cancelled the order in light of the nightmare we had gone through.
Good luck to the customers who gave glowing reviews on this site. Just be wary that they sent a review request before they even fulfilled the order, so I'm glad I waited till the ordeal was finally over before writing this, so you're getting a true account of the whole 'service'
If you're reading this, Floor Room management, when a customer is driven to coming into the showroom to ask what's going on, and the manager won't even come out of their office to answer the concerns, you have failed at every turn. If I can persuade just one potential customer to go elsewhere then the time spent writing this will not have been wasted.

We visited The Floor Room at John Lewis, Cribbs Causeway in Bristol.

We chose a carpet and gave the salesperson the EXACT ROOM DIMENSIONS. He then created a suitable quote which we duly used to order the carpet a few days later.

However, on delivery, the carpet was found to be 6cm too short. We contacted The Floor Room Customer Experience Team and they gave us a case number but we then had to pester them for any further progress. Eventually, after obstructive tactics to prevent us from talking to a manager, we managed to contact the regional sales manager. He stated that the responsibility was completely with us and that we should have added an allowance to the room dimension to cover any inaccuracy in the carpet cutting. This was news to us, as we're not experienced in the carpet cutting/fitting profession. We had assumed that the salesperson creating the quote, if given exact room dimensions and specifically told that they were exact room dimensions, would have the necessary knowledge and experience to ensure that the carpet ordered would definitely fit the room, the cutting inaccuracy being taken into account. That aside, we have since looked up the BSI standards for carpet cutting and have found that the carpet delivered is actually outside of the tolerance allowed by the standard (interestingly, The Floor Room's response to this was that "British Standards are a set of standards that advise on best practises for certain procedures and installations within the manufacturing and construction sectors. They are not schemes that can be applied generally, rather guidance documentation for best practises". Well, their response seems to imply that The Floor Room have no interest in offering and providing best practice. Also, the BSI standard for carpet cutting is very specific). So, the carpet ordered was not long enough and on top of that it was not within the tolerance set by the standard.
From the moment we realised the carpet was too short we have been fobbed off by The Floor Room. In fact, they were actively obstructive in allowing us to talk to their manager. When we eventually did contact the manager he was rude and dismissive.
John Lewis offered no support in our case, all they said was that they have no jurisdiction over The Floor Room's business dealings.
When initially realising that a mistake had been made I spoke to the salesperson who had created the quote. He admitted that a mistake had been made on their part and that in his opinion we should be entitled to a replacement carpet. However, he was very clear that he did not believe this company would do so. His final words were "in 10 years time you'll be laughing about this!".
This review has been resubmitted because we had inadvertently written the names of the salesperson and sales manager (seems that's only OK if the review is a good one). The names have now been removed by us after being told to do so. Since our initial review and after much effort we have eventually managed to get a further response from The Floor Room, but unfortunately it was just to inform us that we are totally responsible for the problem and that we should have added an allowance to the room dimensions.
So, based on our experience we recommend not using this company because in our experience if anything goes wrong there is no accountability on their part.

As for the customer experience response below, we are 100% certain that our room measurement was correct, as was confirmed by the carpet fitter. We are interested to know what difference it would make if someone from your company had come to measure the room? Please note that had you provided a carpet of the dimensions we had given you it would have fitted the room!

Initially The Floor Room gives amazing customer service, with home visits, quick quotes and products to show. The issue is once you’ve paid for the flooring and it’s all downhill from there. Ordered an in stock floor early March, they vanished off the face of the earth, couldn’t get hold of anyone to book in, no replies, called over 8 times, even the home visit guy wouldn’t even pick up the phone. Finally a date booked in 3 months later, no choice of dates! Then no replies the week of installation and details. Then the floor room cancelled the installation the day before, after I had booked the time off. Managed very poorly and they were not able to find a new date. Very unprofessional and no management of their 3rd party installers. Avoid! My floor never got done..

Vicki, the Sales Asst, was excellent - v helpful.
Amy, the estimator struggled to find the house and her machine produced a wrong total cost - spotted by Vicki.

The floor room at John Lewis Brent Cross .
The young man Imran was excellent, knew the product and talked me through everything.
I had been to other Carpet showrooms in Brent Cross and decided on The Floor Room because of Imran. I hope the measuring and installation is equally as professional.

Explanation very clear, kind and polite a quick response for quote. Thank you