“Some pieces of the flooring had come out damaged I sent in pictures they wanted more pictures when I wasn’t happy with what they were offering I was sent an email stating I had signed received the pallet of flooring which was ok and that I hadn’t reported any damages till four day later which was a lie I reported the damages the following day I have emails to prove it
Second of all what am I supposed to do open 90m2 (88 boxes )and check every piece when the fitters were fitting the floor they took pictures of damaged pieces that were coming out the packs
Every poor customer service
Avoid buying from them
Regards
M”
“Order processing, timely and clear updates as well as tidy packaging. No complaints with the service. If the colour was closer to my expectation, I would definitely have placed an order”
Hi Janice,
We’re sorry to hear that you didn’t receive your samples. Would you like us to arrange for them to be resent? Please let us know, and we’ll be happy to assist!
Best regards
Erin
“Couldn’t believe just how quickly the samples came. Well protected and a decent size too - and they’re free! Haven’t placed my order yet as we have lots of preparation to do before we get to laying the flooring, but it’s definitely a goer!”
“Very poor communication and service, would not use this company again. Ordered oak scotia to go with my oak flooring, was then refunded just the amount for the scotia a few days later saying it doesn't match the flooring, but I could re-order the white scotia. I explained I did not want white scotia, I would prefer to decide myself if it matched, and could they just send me a sample piece. They said no, their supplier does not have sample pieces. Then I said ok please cancel my order, I do not want to mess around with two separate companies to find matching floor and scotia (this was a monday). Then on the wednesday I get a e-mail saying my flooring has been sent. I reply straight away saying no - I cancelled my order. I was told they did not receive my e-mail, and I would not receive my refund until it was back in the depo. I then had lengthy on-line 'chat' about this. Explaining I needed my refund to order alternative flooring, I have someone booked to fit flooring and it was their mistake. But no, nothing could be done, its 'usual protocol'. There was never any attempt to apologise, until I suggested it appropriate. There is no way to contact them on the telephone. There is no way to speak to/e-mail a manager. The courier company then held onto it for several days before returning it to the depo...then I was sent an e-mail telling me of my refund munus the £40 delivery cost. I argued this, I sent my original e-mail with my cancellation of the order as proof, and was told it was going to be refunded also. It is still not in my bank account.”
Thank you for your feedback. We’re very sorry to hear about your experience and completely understand how frustrating this must have been. Providing clear communication and a smooth ordering process is extremely important to us, and we regret that this situation did not meet those expectations.
We appreciate your patience throughout this process and will be reviewing our internal procedures to improve the customer experience moving forward.
Regarding your refund, I can confirm that it has been processed on our side. If you have any further concerns, please don’t hesitate to contact us
Kind regards,
Rebecca