The Wooden Floor Store Reviews 

Had a small issue with my stairs and Pete was more than happy to sort out the confusion on my end

Jack and Josh sorted me out with a range of samples that matched exactly what I was looking for.

Not a great experience! Placed an order in October 2025, knew there was a delay of 2-3 weeks for part of the order, received it w/c 12 January 2026. Lack of contact from customer service, me always chasing to find out where my order was; told my order would be delivered, took time from work to be there, no delivery. Not great.

Purchase made easy after contacting the online help team . Order arrived on delivery date and time . Product appears a as advertised so so far so good.
Yet to be laid.

If I could have given 0 I would’ve. Still waiting for delivery they never return your calls and are interested in solving there problems. It has cost me over £500 with my trades waiting for delivery. Stay away from them

My sample arrived, and although it was not quite what I expected. There follow up was great and we decided to visit the Edinburgh store rather than just keep ordering samples we received excellent service from David, highly recommend

If I haven’t received the samples to have a look and all ect I can I review it I been waiting for so long so I have tried some where else

I am very disappointed with my experience with The Wooden Floor Store. Our initial delivery arrived with damaged boxes. After contacting customer service, replacements were arranged; however, the delivery did not take place on the scheduled day, and we were not informed in advance. I had to stay at home unpaid and contact the delivery company myself to find out what was happening.
When the replacement items finally arrived, additional panels were also damaged. Since then, we were told that another replacement would be arranged, but no one has contacted us. Despite multiple follow-ups, customer service did not get in touch with us at all before Christmas, which is extremely frustrating and unprofessional.
Because of the lack of response and ongoing issues, we were forced to find another company to resolve the problem and deliver panels before Christmas.
Although the panels themselves look nice, but the quality control, delivery management, and customer service have been extremely poor. At the time of writing this review, we are still waiting for a response. Due to how we have been treated, we no longer wish to deal with this company and are waiting for a refund instead of any further replacements.
In our opinion, it is completely unacceptable to receive no response at all. Due to this experience, I would not recommend this company.

Please stop stating that no response was received, as this information is incorrect.
Our response was sent to you on 16/12/2025 at 07:44, and we also received a reply from your company by email on 16/12/2025 at 15:27. We therefore do not understand why you are claiming that no response was provided.
Please clarify this discrepancy and explain why our correspondence is being overlooked. Be advised that we have retained full email records, and all correspondence can be provided to your company in relation to our previous complaint.
We expect this matter to be reviewed properly and without any further incorrect information.

As requested, I have sent all evidence to the complaint email address. The message was sent at 21:26, and you will be able to find all related correspondence there

Couldn't provide me with the sample that they had as available on the website! Only told me they didn't have it after I waited almost a week to ask where it was after I placed the order.....cannot recommend this place based on this experience unfortunately

The response after calling was great. The Adviser was extremely knowledgeable and also gave good hints and tips for the flooring we wanted to purchase.

They even were able to beat another company with the price.

Flooring arrived as agreed and was extremely well packaged.

The item is perfect just as stated on their website no complaints a very happy customer. Would recommend to anyone

I am very impressed with the stair kit I ordered, I haven't put it down yet , hopefully this weekend, the product is a nice quality, good colour and true to the sample I ordered.
The website is easy to use and the stair kit came within 3 days of ordering. Very pleased all round with everything.

I first placed an order on 12th November using 0% finance, which was cancelled without any notification. I reordered and paid in full on 19th November, based on a 5 working day delivery timeframe, and arranged installation. A 26th November store collection date was shown, but I was never contacted to advise collection.

On 27th November, I was told part of the order was coming from Ireland and part from England. I was promised free home delivery (delivery fee waived) and assured it would arrive by 1st or 2nd December.

No delivery arrived.

I then waited in all day on Friday 5th December — again, nothing. I was apologised to, I was given £50 compensation, and given a new delivery date of Wednesday 10th December.

Once again, no delivery.

I had no choice but to go elsewhere. I bought flooring from Howdens, collected it the same day, received excellent service, and it was £350 cheaper.

I cancelled my order and received a refund minus the £50 compensation I had been given. I was then contacted by the delivery company to arrange delivery, proving the flooring had never been handed to the courier, despite the excuses and blame-shifting.

This is the worst customer service I’ve experienced — repeated misinformation, I was the one always having to communicate,missed deliveries, and unnecessary stress.

In the UK, generally no – a company should not simply take back compensation they’ve already paid you by deducting it from a refund, especially if the problem is still ongoing.

Here’s how it usually works 👇

When a company cannot deduct compensation

A company should not deduct compensation from a refund if:
• The compensation was paid for inconvenience, distress, or time wasted
• The issue has not been fully resolved
• The compensation was described as a goodwill payment
• There was no clear agreement saying it could be reclaimed later

Once paid, that compensation is normally yours to keep.

⸻

When a company might be allowed to deduct it

They may deduct compensation only if:
• The payment was clearly labelled as a temporary credit or advance
• You were told in writing it would be adjusted once the final refund was calculated
• It was specifically compensation toward the same refund amount, not for inconvenience

If this wasn’t clearly explained at the time, they usually cannot claw it back.

* to your reply!

I strongly disagree with your version of events. I was the one repeatedly chasing for updates, and at no point was I proactively informed by you.i had to ask for tracking that was given to me at the end of the day after waiting in not prior to delivery.

Failing to take responsibility for getting the flooring to the store for collection and then not contacting me! POOR SERVICE FROM YOU! Take some responsibility.

The delivery was the last of a poor effort to deliver!! And yes you did not deliver…. !!! Obviously as I could not stay in for a 5th day waiting.

While you state the interest-free credit was not completed, I received no communication whatsoever to advise that it had not gone through.

The order was placed on 19th November with a 5-day delivery timeframe. After multiple delays, missed delivery attempts, and no successful delivery, I was left with no alternative but to cancel the order on 11th December.

The cancellation was a direct result of ongoing failures in communication poor service and delivery, not a matter of choice.

And a tip for the future a sorry doesn’t go a miss!!!

Good selection helpful advice and quick delivery of samples

Spoke to josh and Jack recently in helping me with my order and they were both informative and helpful.

Sample of wood was a close match.

Annoying was with the shops phone number. I kept being directed to a lady based outside the Glasgow area.

The floor I bought is a great quality product. The customer service team was very responsive and helpful with scheduling the delivery as well as replacing a pack that was damaged during transportation. Very happy with the experience.

Samples quickly and follow up calls. Quote also received quickly

Purchased stairs and flooring one evening and team contacted me the next day asking me for my preferred delivery date. I also asked them a question around installation and they replied quicky, with pictures to help give me some ideas. Would definitely use again - first class products and service.

Netherfield, Nottingham.
James was a great help checking my measurements, explaining all of my options before we settled on a Oak engineered flooring which looks amazing now its down. Even after i had purchased the flooring, nothing was too much trouble for James each time i rang for guidance or advice he was more than happy to help. Even when i fell short on my underlay he was more than happy to sort me a couple of metres out. Cannot recommend enough. Helpful friendly service!

My order was delayed because of the warehouse and to make it up for the lost time, Mary and James from Nottingham branch offered me an extra 2 packs which I needed.
All in all the order was handled with professionalism and care.
Thank you very much. The floor looks great!