Flooring Superstore - www.flooringsuperstore.com

I have had the most shocking experience, if I could put zero stars I would.

I never normally leave reviews but as I seem to be getting nowhere with the customer service team I think it's best to warn others not to use them.

The delivery driver turned up at my house with no carpet, he was so rude and intimidating and stood there staring at me outside my flat.

I was promised the carpet would be delivered the next day and it wasn't.

When it was eventually delivered the carpet fitter said he couldn't fit the carpet as I had been sold the wrong underlay. Flooring superstore don't sell the correct underlay for sisal carpet.

I had to change all my Christmas plans as the carpet wasn't going to be fitted in time.

The customer service I have received and offer of compensation has been abysmal. I'm devastated.

Fitter already refusing to fit before even seeing the property asking for more money

Appalling customer service & misled about refund!

On 18th April a member of staff in York store sold me laminate floor profiles after I asked for help finding the correct colour to match my floor.

I told him I was worried about the suitability of the profile colour I had been sold by him (costing £134.90!) but he repeatedly assured me that if the colour wasn’t right I could return everything & get a refund. There was no mention at any point about any deductions for refunds.

As soon as the profiles were delivered it was clear they were the wrong colour. I returned them to store where I was told the member of staff no longer worked there & that refunds couldn’t be processed in store but they would do their best to ”help”!

Two weeks later I still had no refund! I tried to contact customer service but there is no way of speaking to them, they only deal with emails!

Emails went back & forth & I was told I could have a £73.50 refund! I explained what had happened in store & what the member of staff had told me, the response I got was essentially tough we’re not giving you your money back!

Flooring Superstore have been appalling to deal with & I will never buy anything from them again.

I am taking matters up with my credit card company now in order to get the refund I am owed.

I want to make it clear that the one star is not for the shop I walked in to, to pick my stairs and landing carpet. They were welcoming, not pushy and helped me perfectly.

This is for the aftercare. I ordered a 4x4.5 carpet after having it professionally measured. The carpet was delivered, right carpet, sticker on it said 4.5.

My carpet fitter came round yesterday, measured the landing, looked at the carpet sticker 4.5, lovely he said.

He took it into the garden and cut it to fit the landing. To my surprise he appeared in my kitchen again, the carpet was not 4.5, it didn’t fit the length of the landing that is 4.3.

Surely the carpet I ordered not only wasn’t cut right but they put an incorrect sticker on it to make it look like the one I had ordered.

Three people I spoke to told me the same thing you’ve altered the carpet and you should have checked it.

I have never in my life know anyone checking the size of a carpet, especially when the sticker on the carpet says your size.

They would not take responsibility of their mistake and I find this ridiculous. They offered a £20 refund, a joke.

I now have to have a landing carpet that is pieced in.

DO NOT BUY FROM THIS COMPANY!!!

Bought flooring 9th January this year- for downstairs and bathroom. We were doing a full renovation so this was when we needed bathroom flooring. Three weeks into Feb we began fitting the downstairs flooring. The floorer commented on the poor quality of the flooring so said it would take longer. He then found a lot of the flooring was damaged and requested we buy five more packs. We got in touch with flooring superstore to be told the flooring was discontinued and couldn’t be found anywhere!

We were offered a partial refund or discounted replacement. There was nothing in the store suitable for our job due to the thickness our kitchen and door frames had been cut to. The flooring range had also been removed from the store which suggests they also knew how poor quality it was.

Upon requesting a refund we were offered only £400 which was less than half of what we had paid, not to mention the loss of fitting costs. Later that day the offer was actually changed to £400 discount from a replacement as we were out of our 30 days refund policy! Even though this had already been discussed with another member of staff said she wasn’t aware and decided to enforce this policy even under the circumstances. We received diabolical customer service and zero efforts to resolve the issue.

We are now well over £1000 out of pocket with this company which is devastating to a young couple renovating our first home.

We have not only been sold flooring that was clearly always going to be discontinued and not given the heads up, but also been sold faulty goods unfit for propose and refused a refund.

Disgusting company!

Date of experience: 22 February 2024

Flooring Superstore Ipswich have recently helped me in selecting flooring from their showroom. Styles that were both classic & modern, elegant, and really good quality ranges to suit all size of rooms and also delivered in real time of just a few days!! This may seem that is the job of a flooring specialist however I must add that I had been to another local competitor who wasted a month and completely weren’t able to offer anything like the service and attention to detail that At Flooring Superstore so wonderfully showed to us, gentleman was confident in providing.. order to doorstep care.

I had ordered online several years ago with Flooring Superstore and the product I chose is still looking fabulous today.. sometimes we can forget a good thing but I had to write a review that I will always recommend Flooring Superstore without question. I am so glad I found the showroom and was treated with genuine respect and the highest possible level of customer service given .. Excellent

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. 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 , 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 2023

Disgusting service. Wrong carpet delivered and fitted whilst I was working.

Paid for an expensive carpet, had a cheap one fitted. Store powerless to do anything, Area Manager rude, apparently I need to email in - funny I didn’t need to email when they took my money.

Pleas please avoid this organisation, I was told today this is a regular occurrence.

We went into the Newcastle store ordered floor and underlay no problem, gave the measurements for three rooms.

They recommended some fitters, one tried charging £500 we declined, he then harassed for weeks trying to drop the price, finally got one to answer all booked in, we prepped everything the night before - he cancelled 9pm that night.

Finally found our own fitter he arrived to fit the floor - not enough underlay.

Called the store the lady, I explained that we had been sent the wrong quantity of underlay and also even with the correct amount delivered we were still short and didn’t match the measurements we gave- explained the fitter was here now and she said she’d order it for two days time, expressed my disappointment I’m now out of pocket for a fitter which Iv paid a lot of money for which she then laughed and said it was an expensive rate .. told her it wasn’t funny not sure why she’s laughing ?

Also then told me to just go to a b&q and get some ? Perfect customer service, she told me she didn’t know what I expected her to do.. well if they’d ordered the correct amount to begin with, she said well there is going to be waste (there isn’t) - I said that shouldn’t matter Iv given you the correct measurements and you’ve took it upon yourself to order less “due to waste”

Asked to then speak to the store manager as she laughed at few things I said, she mentioned they weren’t available- so I asked when they would be in which she wouldn’t answer, I asked for her name again no reply - I asked three times for a name before I got one, and then I got the cheek of “He is a She” as if she’s just trying to rattle me.

Also said there is nothing they can do either and she doesn’t know what I expect her to do about it , I’d have to speak to customer service via live chat.

Not to mention the poor delivery driver he told us it was curb side asked if we were aware , we weren’t! He said it’s happened to him all day so no surprise the store hadn’t told us this.

they are all for you for that sale then just pass you over to online after, don’t care about any after service. When we were in store and purchased the flooring they pushed us for a review then which we held off.

Prior to all this happening I also ordered some beading for the walls, paid for 5 and got 4 1/2

Spoke to live chat and a manager from HQ called me, lovely girl sat and listened to the issues, totally agreed with me and how I was spoken to was totally out of order, also agreed that the measurement for the underlay the store ordered was wrong and has sorted it out - HQ 5/5 for service

The store 0/5 never again will I ever go back there, totally missed an opportunity as we need the full house sorted but we will now go elsewhere - staff don’t care, reluctant to help, don’t want to pass you to a manager, fob you off to online, can’t order the correct amount and then you’re the one left out as they hold nothing onsite so you have to just wait for the delivery.

No review section on Facebook, and they’ve hid the bad comments for the store too! Buyers beware!

Would avoid these sham artists at all costs especially the Huddersfield store agent was very unprofessional in dealing with us needs to learn how to use a tape measure