Thank you for your feedback.
We're sorry for the delay and understand how frustrating it can be to wait.
The product you selected is advertised as a pre-order item, and we always aim to keep expected lead times as clear as possible on our website.
If you have any questions, our team is always here to help.
Kind regards
Renovate Direct Team
“Ordered over £500 of flooring as they said they could deliver in a few days. Once paid I got an email the day before delivery and my fitter were due to say they don't have stock for over a month. Now still waiting on my money back after asking 4 times for a refund and spending most of yesterday emailing back and forth (as they have no phone number to ring) so I can buy elsewhere. Communication is terrible. My fitter is here and i still dont have my money back or any flooring. This has been a huge inconvenience.”
Thank you for your feedback, and we're genuinely sorry to hear about your experience.
Unfortunately, the product you ordered was listed as a pre-order item, with deliveries beginning from 14th July. It appears a delivery date was selected before stock was available, which caused confusion and we apologise for any inconvenience this caused.
As soon as you informed us of your wish to cancel, we processed your refund immediately on our end. While we aim to issue refunds as quickly as possible, processing times can vary depending on the payment provider, which unfortunately is outside of our control.
Kind regards
Renovate Direct Team
“Free samples and communication via WhatsApp sending out samples was ace and easy. Only thing that stopped me ordering was the crazy £50 delivery charge, WTF!
Who is gonna pay that? Wud u?
Ur loosing customers, and I won't be ordering”
Thank you for your feedback, we’re really glad to hear you found the sample service and communication helpful.
We completely understand your concerns. As flooring is a heavy and fragile product, we use secure, palletised delivery to ensure it arrives safely and in perfect condition. This method does come at a higher cost, but we already subsidise the delivery cost to keep it as low as possible for our customers.
We appreciate your comments and will continue looking for ways to make our service more accessible without compromising on quality or care.
Kind regards
Renovate Direct Team
“The samples are good. Quick dispatch.
However, don’t bother ordering from Renovate Direct at all. It’s telling that they only send you review links after your samples, not after your actual order.
Ordered 20 boxes, selected delivery date, only for them to randomly rearrange it and change the delivery date forward by a week. 18 boxes on the pallet, no warning or communication of incomplete shipments. After suffering through the AI chat menus (no direct link to speak to someone or call), finally get put through to be told that 2 boxes were returned from their distribution centre for “packaging damage”, and that as they have inspected and ensured the items are good and undamaged, they will dispatch these at a discount. Received them, and naturally these are all damaged, chipped, unusable. They can’t replace for 2 months. And if you want to return them, you have to arrange and pay for the return shipment yourself, because “the delivery has been completed, excluding the two damaged packs”.
Embarrassment of a company and no customer service mentality at all. Pay the extra and go elsewhere!”
“Was interested but after dealing with your AI and confused messages on delivery purchased at retail outlet. As had to book installation team needed guarantee that product here.”
“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”
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
“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
We're sorry to hear that you feel this way. Customer service is extremely important to us, and we strive to provide the best possible support to all our customers.
We’d love the opportunity to understand the challenges you experienced and see how we can help. If you could provide more details about your experience, we would be happy to help.
Kind regards,
Rebecca
Thank you for your feedback.
We can see that your sample was delivered on March 12th; however, we are unable to locate an order for flooring on our system. I have made contact with you directly to obtain the order number so we can investigate further.
Kind regards
Rebecca
“We will be more than happy to give you a review when the builder is ready to start laying the flooring, about 4 more weeks until the renovations are completed but up to now we are happy with the service so far, more to follow
Michael Threlfall 19 03 25”
Thank you for your feedback.
We’re glad to hear that you’ve been happy with our service so far.
We’d love to hear your thoughts once the flooring is laid, so feel free to update your review once the renovations are complete.
Kind regards
Rebecca
“Gave dimensions, area calculated by staff. 2/5 too much, even without 10% for wastage. Not delivered on day specified. Came day after. Totally wrong order. Sorted with customer service. Same delivery delay. Nobody working after 5. Why tell customers they can contact till 6?”
Thank you for your feedback.
We sincerely apologise for the inconvenience caused by the delivery issues you had encountered. This is not the level of service we aim to provide.
We appreciate you taking the time to share your experience and will take your comments on board.
Kind regards
Rebecca
