Flooring Superstore Reviews
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Wonderful
Happy with the product. i recently received my order , its a wool carpet for my room. look extremely beautiful and perfect
LVT flooring
COVID INFECTED DRIVER
I had purchased a large amount of LVT flooring approx 52 packs from this firm. The sales staff were absolutely brilliant . I was informed by the firm that my order was to be delivered on Tuesday 12th September 2023. Prior to the delivery my colleague from work received a call from the driver known to be "Anthony". My colleague asked if he would be taking the packs inside , he replied no due to company policy ,he said the pallet will be dropped at kerbside ,but in any case i am infected with COVID! my colleague thought he was hearing things, he questioned him again , the drivers response was the same, my colleague asked him why was he working whilst infected with COVID , he replied"what's stopping me from working" . Upon receiving this information i was immediately terrified and reluctant to meet him at the delivery site.
I panicked and called the branch at Keighley . I got through to “Hassan” , told him everything about the situation , he sympathised and said he will call transport and report the matter to them.
Nevertheless i reluctantly made my way to the delivery site. I seen the driver in the back of the lorry hoisting the pallet,I kept my distant before questioning him further in regards to the virus , he confidently replied by saying “ yes i have COVID,what is stopping me from working “ I said do you realise you are posing a threat to me and all the people associated around me and especially this 1 ton pallet full containing 52 boxes which potentially will contaminate people. He shrugged his shoulders and said he was protected. However this made me feel apprehensive and anxious of what might happen to me or my joiners if we came close to the delivered pallet.
I couldn’t bear the guilt of not telling them which they immediately left the site whom I was paying £200 each x 2 per day. Furthermore I became worried for myself and my family and all the rest of the other customers who had deliveries before me and after.
I couldn't understand why the management allowed him to work despite the fact knowing he had Covid which potentially had jeopardised people’s lives at risk.
I called customer service manager "Cerys"told her that this matter is serious and I wanted information to the companies complaints procedure, she kept offering a £75 goodwill for the trouble i went through, i told her that this was a slap in the face and her professionalism was very poor and inadequate due to not showing any sympathy and compassion towards me or the customers who had deliveries on the same day.
I told her that my contractors had fled the scene and i wasn't going to touch any of the boxes due to them been handled by a Covid infected driver.
She made me feel responsible if any of the boxes went missing . I then covered myself with top to bottom with mask gloves and sprayed all the boxes one by one and apprehensively took them inside
I told her that the firm should take responsibility and shouldn't of let the Covid infected driver come to work to put peoples lives at risk.
She just kept offering me the £75 goodwill.
To all future customers check on the driver prior to the drop off in case he has COVID.
Date of experience: 12 September 2023Two Carpets
I ordered two carpets from this company, the same carpet for both bedrooms. When the Fitter arrived he said that one was not the correct, it was too small. I had ordered 4m x 3.25 but received 4m x 2.85, I told the fitter that rather than have a join using the remnant of the other room I would get back to company and request the correct size. When I rang to complain I was told that it was the end of the roll and that particular carpet was now out of stock and they didn't know when it would be back in stock. So basically they have sent out a carpet knowing it was too small. They said I could wait or order another carpet. The carpet was for a rental flat and I have Tenants moving in so I couldn't wait for it to come back in stock and wanted the rooms to match so we retrieved the remanent from the communal bin and arranged for the Fitter to return at extra cost (£10 for travel and £25 for adhesive tape for the join). I complained to the company and asked for compensation and the most they offered was £30 which doesnt even cover the extra cost of the Fitter let alone compensate me for the trouble and stress this has caused. I would advise anyone to avoid using this company if you want to be sure of getting what you have ordered.
Carpet and underlay
Purchased carpet and underlay in person in the shop. I had to chase number of times for order confirmation as nothing received. After carpets arrived and fitted I have had 2 packs of underlay left over so went to the shop to return for refund. Once I got to the shop I've been advised that they can only collect which means I've drove for nothing.
I've arrange for collection for 21st March while in the shop. On the day of collection no one turned up and after calling store I found out that this hasn't been booked in the system despite customer service in the shop arranged for it.
However, it was re-booked for 24th March unfortunatelly when I got confirmation on 23rd March evening I've noticed that collection next morning is from my home address and not the address that Ive asked to be collected from! Had to stay home and have been late to work just to sort this out!
Since collected on 24th March I was waiting 3 weeks after number of chase ups with no communication from shop what so ever. I've been told there is no refund for me as the re-stocking fee and collection charge is higher than items value. So basically they took my belonging saying that they won't pay for it now!
They not informed and misled customer in regard to those charges, wasted my time, petrol and patience for nothing.
They staff in store have not informed about any charges and there is no mention on those charges on the quote or order confirmation.
Made a complain over email and have been told that T...C are on their webpage and that's it.
I've made purchase in store and went to return back to store i dont need to read T...C on webpage when making purchase in store. I should be made aware of those charges by member of staff and I shall agree to these before arranging for collection.
They just rip off people and have worst customer service ever experienced!ordered carpet 4 times finally got a sub quality product delivered
Ordered my carpet 4 times. First one was damaged, second one was lost, third one they couldn’t guarantee that they’d have enough stock, 4th one finally arrived but doesn’t feel very nice. Couldn’t get through to their customer service team on the phone, but I could chat to them via the website or if I emailed, it would take a few days for a response. Not the best experience.
Update: 1 Dec - charged over £20 for trying to call Flooring Superstores Customer Service (they never answer - just automated options), we have since discovered tramlines in our carpet as a result of poor quality control and poor warehouse storage (damage is caused by a large heavy object being driven or rolled over the carpet). i have been offered a £30 refund if i change my review. This is unacceptable! tyrying to incentivise customers to leave good reviews - i have asked for a full refund of the carpet, plus if they want, they can come and take the old one away.
2 months later and i still can't get a refund for a sub standard product or shocking service.Engineered wood flooring
Everything was going ok. The salesman was very helpful in store. However we received the flooring all wet, boxes damaged ect. We called the store and they insisted it would be fine if we left them in a dry room to dry out. I know nothing about flooring so of course, I did as they asked.
We used a recommended flooring guy from the company and he began laying the floor. After a line he rung me up very angry saying the wood had warped and he couldn't use it. He couldn't believe they had tried to give us this flooring. He called the store himself to argue with them.
After nearly a month of fighting for our money back, they have told us that the flooring already laid, 2 lines, we would have to pay for.
The product was discontinued so we couldn't get more and they didn't offer us an alternative.
I couldn't be any more angry at the customer service we received. We are now stuck with having to pay around £300 for something that is damaged and cannot get anymore of.
TERRIBLE COMPANYCarpets
Horrific, was supposed to get carpets friday even got a text saying i was next on the route nothing turned up, took a day of work after spending hours trying to get through to someone im going to try and retrieve my money from the bank
Carpet to fit in one bedroom
just nowNEW
**PLEASE - DO NOT USE!!!** Absolutely shocking. The only carpet store I've ever used unable to make contact with their own fitter, after a few weeks of promises to get back to me (they never did), sourced our own fitter. Then, having received a text at 5.50am to confirm delivery between 6.20 and 8.20, received a text at 7am to say the delivery had been cancelled!!!! No reason given. Have so far been on hold to the Delivery line for 53mins.....will certainly never be using again.Carpets
Absolutely appalled at the service received from this company. I desperately needed carpets by a certain deadline and was promised by 2 different sales rep that my carpet would be delivered on the selected date. On the day when delivery was meant to arrive, I had to ring them, and at that point, I was told that my goods will not be delivered then - but 3 days later. This had such a ripple effect on me and the company refused to accept responsibility. They have the worst customer service ever as despite my pleas and the unfortunate situation I was in, they refused to make alternative arrangements so I could get my carpet on time. As a result, my flat will not be done in time for Christmas all because of their negligence. I truly despise this company!!
Kitchen vinyl flooring
Very disappointed with this. Customer service in shop was lovely however on using the fitters that were recommended by the store felt very let down. Charged us £100 for a job that took them about thirty minutes. Didn’t even glue it down and as a result it’s already ripped, not to mention the poor quality of the flooring itself which has been marked and dented every time we’ve put something down on the floor
Laminate Flooring.
Order through our daughter, and given a delivery date if Thursday the 28/05/20.
No delivery or communication to explain why it was not delivered as arranged.
Had to cancel the fitters that were booked for the following day.
It eventually arrived on Monday 01/06 with only 3 boxes instead of the 4 that were ordered and paid for.
Today I have spent an hour and a half listening to a recorded message, telling me how important my call is to them.
Never experienced such bad service from an online company before.
Now going to try my luck emailing them.
Certainly will not be getting any recommendations from me.Dissapointing waste of time.
Ordered my carpet, took the day off work as I selected my delivery day and was given confirmation.
On the day of my scheduled delivery, I contact customer service to be told that my carpet was no out of stock and I have to wait 14 days for delivery. I was told that they had emailed and tried to call but having checked my emails I did not have an email other than my confirmation emails.
I am so disappointed ,wasted a day. They was happy to take my money but didn't care to get in contact and update me.
They need to do better with stock control instead of taking orders they can fulfil.
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Bought carpet and grippers. The grippers did not turn up and had to pay the fitter at exorbitant cost, according to the fitter the carpet was short so was unfinished. Bought more carpet that went ok but out of pocket. Then fleeced by a MyBuilder fitter who is promoted by this fitter.
Bought Lino, wanted to change, they said the Lino had already been cut. Made a date for delivery and one hour before delivery and after taking the morning off I received an email to say that they could not deliver as Lino out of stock. This was one hour before delivery due. Delivery now expected end of July.
I will not be ordering again, can’t be trusted.