Factory Direct Flooring supply good products at a lower price than most of it's competitors. However, the staff are quite rude and pedantic. Throughout emailing would abrupty write "your delivery is on hold until you reply" I told them anytime on a certain day was fine for delivery, they could pick when. But they refused, and insisted I pick a 2 hour window for delivery. OK. Day of delivery I get a text saying it will be with me 8am-5pm. Then there was the underlay issue. I did my research and ordered a thermal underlay designed for underfloor heating as a future project. And ordered a LVT that was designed for underfloor heating. They email me saying I can't use that underlay and I must use a thinner acoustic one instead without a vapour barrier or insulation. I tried to point out that the acoustic underlay is not suitable for underfloor heating and the manufactorer has spec'd the LVT for underfloor heating so how would that work? they just kept repeating: "you'll void any warranty unless you use this underlay. You MUST use this." I asked a professional who told me I was right, I asked them if any of them were professional floor fitters. They replied "I'm not sure what you're trying to imply by that question".... ? OK fine I did what I was told got the thinner acoustic underlay and laid the floor exactly to the manufacturers standards so I had a warranty. Fast forward and the flooring thorughout the whole bottom floor of my house is cold all the time. I got a floor fitter round to quote underfloor heating and first thing he says "Well you shouldn't have laid an acoustic underlay on a concrete subfloor without some kind of thermal barrier" And guess what, the stuff he plans to use is the exact thermal underlay that I originally ordered and was told I couldn't have. So thanks a lot Factory flooring direct. You lowered the U-values to my house and I'm having to fit underfloor heating on credit because your staff are poorly trained.