“Excellent sales service at the store.
We took up old flooring ready for the new floor. On the delivery day the driver just had the door tread. He confirmed that nothing else was loaded on the truck.
No communications from the company at that point. After. chasing the order I was told that the flooring was out of stock and not available until June/July.
I cancelled the order.
I called the sales person in store, it was not his job to do so but he chased my flooring.
He actually located the flooring but of the 9 packs ordered, one was damaged.
I reinstated the order for 8 packs to be delivered 5 days later.
The day before the order was to be delivered I received a call from the company to say of the 8 packs now ordered one was damaged. I cancelled this order as the quantity to be supplied would not be enough.
Guess what ,the following day a knock came to the door with a delivery of 7 complete and one opened pack. I did not take delivery of the flooring.
The sales people are badly let down by the administration and distribution sections of this company. I could not in all conscience recommend this company to anyone.”
“I have tried to return 2 door treads and a stair nosing which were the incorrect items ordered by thr customer, they have refused to accept them at the shop and are trying to charge £60 to collect the items, this is more than they were to buy, and 3 times what they were to be delivered. Extremely poor customer service. Please go elsewhere, they are only concerned with a sale, even if they order the wrong item for you.”
“Execptional service from Bernard in the Edinburgh store. I received samples and the quality was high. I took the Evocore sample and scratched and stamped on it with stiletto heels and it barely marked. It must be some sort of industrial strength stuff! Bernard was patient giving me updates on the product availability and stock. I found something more like what I wanted elsewhere so it wasn't down to service or quality of product that I didn't end up placing an order just found a more suitable colour elsewhere.”
“The herringbone laminate and underlay suggested by the in store worker have been laid correctly by a professional joiner. The laminate is spread across 4 seperate rooms and in every single area the laminate/underlay creaks and makes a significant amount of noise any time someone walks on it.
I have raised this as a complaint with Direct Wood Flooring and provided all relevant information, including photos and videos of the issues, however, their customer service team haven't been able to assist at all. I have been promised a call back, however this has not happened and the response via their chat function on the website states this is due to "workload".
I am unable to arrange for the skirtings to be put back on as it seems likely the flooring will need to be taken back up again. As it stands, the whole downstairs of my home is completed unlivable due to these issues.
10/11: Direct Wood Flooring have now stated that an investigation has been concluded and that they won't be able to provide any assistance as the flooring is continuous downstairs without breaks throughout multiple rooms. The laminate flooring down before over the exact same area had no breaks and there were no issues. The laminate installed in my previous home over a larger area had no breaks and there were no issues. The laminate flooring in my family and friends homes has been laid without breaks and there are no issues. The advisor in store didn't mention anything about breaks when I discussed plans for the flooring. The service has been horrendous from start to finish and either the laminate/underlay or both provided is faulty.
Direct Wood Flooring are refusing to accept responsibility and won't provide any assistance to resolve this issue.”
“What started as good service has descended into some of the worst I’ve received. We bought flooring and the shop arranged a fitter. The flooring is already cracking and making awful noises after only two weeks. Now DWF is blaming the fitter and the fitter is blaming DWF. As it stands I’m stuck with some of the worst flooring I’ve ever stood on. Avoid this company!!”
“Avoid at all costs!
Places an order in good faith , after one day the delivery tracing was showing as ‘delivered’ which obviously wasnt the case!
Received MUTIPLE texts and emails with differing delivery dates , each time taking a day off work only for them not to arrive! Spent hours on the online chat as there is no telephone number , again being given different dates all of which were false! Still with no order but continually getting texts and emails to review a product I never received! Was then told after 3 weeks that the delivery had been lost in transit and was reorders and given ANOTHER date and of course that didn’t show up either! Promised call backs from management that never happened , absolute scammers!”
“Absolutely Shocking Product and Customer Service
Do not touch this company with a bargepole - the products do not match the sample at all and they refuse to refund for their error
Six weeks ago, I ordered an engineered wood floor from the Stockport showroom. The service there was great, but when the product arrived it was a very different story.
The flooring delivered is a markedly different colour from the showroom sample and that shown online. Far from being 'Golden Smoked Oak', it is actually a dark coffee colour with no variations, not as described and totally unsuitable for the project.
I have visited two different showrooms with a few planks from my delivery to compare to the samples, and at both the salesmen agreed that they definitely didn't look correct and to contact customer services.
Since then I have been completely fobbed off. Despite seeing clear photos of the dark brown floor next to the store samples, customer services keep telling me this is 'natural wood variation' and refuse to admit that I have been delivered the incorrect product.
They are refusing to collect and refund me without a re-stocking and collection fee, which is ridiculous when it is obviously their error.
They never call back in the timeframe they say they will, and it seems impossible to talk to anyone who will actually resolve the problem. I get copy and pasted standard replies with my name spelled wrong.
All in all, it has been a frustrating and time-consuming experience. I just want my money back as I am legally entitled to, and I would strongly advise everyone to avoid Direct Wood Flooring.”
“I have EvoCore nature installed for about 6 months now (It was bought
in February 2022 and installed in late August 2022 due to the builder's delay) and I have never seen worse quality. It's getting scratched, dented, and chipped as you look at it. The only option DWF gave me was to send me a repair kit.
Don't get yourself fooled by their scratch-free advertising it's all a big fat lie. To this date, they haven't sent me the warranty for it.
Our flooring is scratched in several places, dented and chipped, although we are super careful with it, and clean it by the manufacturer's guidance and just too adults in the house and a 5 months baby. It's giving me anxiety just thinking about what is going to happen when my baby is gonna start walking and drop things on it.
Although it is a very beautiful flooring and looks amazing in our home, I wouldn't recommend it. It's not sturdy enough. And if you want to pay 3K for flooring just to have it scratched, dented, and chipped in several places in less than a year as we have, then it is up to you. Also, have in mind I tried twice to post one star review on their website about this flooring, and guess what?! They don't accept it! I guess unless it is a 5-star review, they won't take it. This tells me a lot about the integrity of this company.”
“Ordered flooring… needed 22 packs and was told by staff at the Erdington store that they had 27 in stock.. great! Ordered and paid for delivery and agreed a delivery date and booked fitters. Night before the delivery received a time slot and live delivery tracking link… wow what a fabulous service. On the morning the delivery was apparently coming at 8:57am, so I took time off work and waited at the house (I don’t live there as it’s being renovated ready to move in in 2 weeks)
9 o’clock I receive a call from
Direct wood flooring to say the flooring is out of stock so they won’t be delivering….!!!!! They can either send me out some other samples and i can chose a different floor or I can wait until the 2nd May (but how do I know they won’t do this to me again???) I now have to get some flooring asap from elsewhere otherwise me and my young child will be moving into a house with a dusty concrete floor! And guess what? A refund takes 2-5 days, after they’ve already had my money for over 2 weeks! DO NOT USE THIS COMPANY if you need flooring without being messed around and let down. They clearly took my money and then sold the packs I had bought to someone else because when I ordered them they had them! Disgusting company, AVOID AVOID AVOID. There are plenty of other reviews like mine but stupidly I ignored them and thought this was down to people ordering online… I didn’t order online, I went into the Erdington store and thought I was getting a great service, don’t be fooled! Also when I rang them back to query something else after they let me down they ignored my calls (they use a mobile number so can see who’s calling) but I immediately rang from a different number and they called that number back because they didn’t know it was me!!! It is clearly they were trying to avoid me. Seriously, use this company at your own risk.”
“Very Disappointing experience.
Company was recommended to us as we were doing big new kitchen project. We have ordered advertised Evocore vinyl floor for over £1080, then ordered additional underlay from same maker as been advised its required at the cost of £400.
All was fitted and lasted 2 weeks. Gaps started to show all over the floor and floor started to raise in certain areas. It was last summer 2022 when it was done.
We have contacted the company immediately as this floor comes with LIFETIME WARRANTY apparently....
Long story short we are now 10 months later and this was never addressed by the company. Floor is moving all around, several pieces are deformed due to heat from last summer. There was never any mention this can not be used in UK SUMMER temperatures. If this is sold in UK it should last the climate. Company blamed us and the fitters from day one and never took any responsibility for faulty floor. The colour we have used has been discontinued so we can't even buy and replace some of the damaged panels now.
£1500 floor looks like 20 years old cheap vinyl in £32k kitchen.
Absolutely disappointed with lack of support, lack of help or ideas how to solve it, generally we have had no help whatsoever from the company. Also all their email replies goes to Spam folder. Very hard to communicate.
We should go with BQ floor for half price and I'm sure it would be much better experience.”
“Oh dear DWF. It all started so well in terms of ordering from your website. Ordered laminate flooring in golden oak and golden oak scotia. All paid for including the delivery fee.
On the day of delivery, the first thing to go wrong was the delivery driver turning up 3 and a half hours late. He was a nice guy but just a shame because I was given a time slot in the morning for DWF to then tell me it because of technical issue.
The second thing that I noticed is the flooring is not actually called Golden oak flooring as shown on their website. On the packaging it's actually called "Summer Oak Nature" which I had to dispute with DWF. The flooring did look slightly off from the Golden Oak sample I ordered but anyway, I kept it.The third thing wrong straight away was the Scotia. Oh dear.... This Golden Oak Scotia was no where near the same colour as the flooring, despite it sharing the same product name. It was much darker and so when placed on top of the flooring, looked awful and did not match in anyway.
The 4th part of my dreadful experience was the customer service which I tried explaining to them all the above especially the Scotia issue. It's one of the most ridiculous customer services I have ever tried to speak to. They don't allow managers to speak to customers, it's online only with no telephone number to contact them directly and when asked for a refund to the incorrect colour Scotia they sent, they refused and want to charge me half of the total order for the Scotia to pick up.
They are awful and very cold with no flexibility to to make good decisions in light of their own mistakes. I have now been left with no choice but to file for further proceedings through a third party to claim for my entitled refund due to the misleading website and displays.”
“Horrendous experience. Be warned!!!
We live in an old terraced house, and we approached Direct Wood Flooring / Flooring Superstore (same company) for advice on what type of flooring would be suitable for our home. They advised us that Solid wood would be fine, that their 'highly recommended' fitter uses an underlay that acts as a Damp Proof Membrane. So we placed the order and two months later nothing. So I chase for a week to find out they never allocated our order to our account, so we'd either have to wait an additionaly 6 months for the boards to come back in, or go for something different. We went for something different but in hindsight I should've got a refund there and then. They supplied us with a different Underlay to what we had ordered, without checking with us first.
Then we had the boards fitted and a month later they buckled, crushing a radiator pipe.
The fitter rushed back to trim the boards, and they expanded again, and then again.
When I contact the company their answer was simple 'we don't employ any fitters, and the jokes on you for accepting the boards and underlay when it was delivered'
So much for that 'Platinum Warranty' on an order of £2,000 worth of wood.
We took their advice every step of the way and they have royally screwed us. We're already £3,500 out of pocket, having had to get an independent flooring inspection carried out to try and move the issue forward. The inspection deemed that the products sold were not fit for purpose (the Gold Timberaly Underlay is NOT a suitable Damp Proof Membrane), but that the fitter should've known this.
Apparently they don't ever discuss fitting techniques or best practices with their 'highly recommended' fitters, and when an issue arises they are extremely quick to throw their recommended fitters under the bus and pass on ALL responsibility.
This company is absolutely imoral and horrendously callous.
We've now been told that it will cost an additional £5,000 to rip out the boards entirely, as they're now ruined, and lay a new Damp Proof Membrane and replace the boards with new.
We had a 3 month old baby when we were going through all this, and we were desperately trying to make our house nice for when he starts walking, but instead we've been left with lifted boards, exposed screws and nails everywhere, and an eyewatering bill that we simply cannot afford.
They've screwed us, and they couldn't care less.
Do not put any trust in this company. Do your own research, find other tradespeople, get multiple quotes, and don't take the easy option, because people like this are out to swallow you whole.
Once they have your money you're on your own.”
“Knowledgeable staff gave advice freely. No quibbling or questions when excess flooring was returned. Product was ready and at the front of the warehouse when I arrived at the Birtley store to collect it.”
