Thank you for your feedback.
We're pleased to hear that the overall look of your flooring met expectations, but we're sorry to learn that some planks arrived damaged and that you felt let down by the service experience.
As part of our customer care process, we aim to resolve all issues swiftly and fairly. When you reported the damage, we requested images of the damage to help work towards a suitable resolution. Unfortunately, we haven't yet received images, so we have been unable to offer a resolution at this stage.
If you're still able to send through the images, we’d be glad to revisit this for you.
Kind regards
Renovate Direct Team
Thank you for your feedback.
We sincerely apologise for the damage you have received; this is certainly not the standard we aim to offer.
We are currently in direct contact with you to discuss a suitable resolution.
Best wishes,
Renovate Direct Team
“Very disappointed with delivery. £50 for delivery and a delivery time of between 8am and 6pm. Had to take a day off work and sit in waiting all day. Even if you gave an Am or Pm time would have helped. Eventually arrived at 5-30 pm.
Ridiculous that no better window for delivery time.
Would not recommend Renovate Direct because of this 😡”
We're genuinely sorry to hear you were disappointed with the delivery experience. Our delivery window is advertised as 8am–6pm, and we’re glad your order arrived within the expected timeframe, but we appreciate your comments and wil take your feedback on board to improve our services going forward.
Best regards,
Renovate Direct Team
“Ordered 3 packs. Every pack had damaged pieces. I only needed 2 packs so had enough to make do, but there was a lot of damage within all packs. Good quality of those that were not damaged”
“Delivery was as agreed, but very disappointed as the would not accept unused-unopened packs 2 days after the 30 day return deadline.
Bear in mind this was over Xmas and new year, the job was put back due to the extreme weather.
They just didn't care. I had three more orders to place with them and decided to go else where.”
Thank you for your feedback.
We’re sorry to hear you were disappointed. Unfortunately, as your return request was outside of our 30-day window, we were unable to process it. This policy is in place due to batch control, as we need to ensure all returned products meet our quality standards. We do understand your frustration and appreciate your understanding.
Kind regards,
Rebecca
