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Factory Direct Flooring Ltd Reviews

4.6 Rating 9,617 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

Company Reviews

Product Reviews

4.6

Based on 9,617 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

330 100 00 15

Email:

info@factory-direct-flooring.co.uk

Location:

1 Finch Way, Hemdale Industrial Park
Nuneaton
CV11 6TQ

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Factory Direct Flooring Ltd 5 star review on 20th February 2024

Factory Direct Flooring Ltd 5 star review on 5th October 2023

Factory Direct Flooring Ltd 5 star review on 28th September 2023

Factory Direct Flooring Ltd 5 star review on 28th September 2023

Factory Direct Flooring Ltd 5 star review on 25th September 2023

Factory Direct Flooring Ltd 5 star review on 18th September 2023

Factory Direct Flooring Ltd 5 star review on 18th September 2023

225

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The product it self is good, but what let the whole thing down was the delivery. Paid for an AM delivery and not only did it not turn up during the specified AM period, it didn't turn up at all that day. It was not until the following working day, late morning that it finally arrived. I have lost approximately 25% of the value of the whole order in lost wages due to the very poor delivery. Think twice if your project is time critical this was.”

Posted 6 years ago

“Too eager to spam for reviews after sending out samples.”

Posted 6 years ago

Thanks for taking the time to write a review regarding your recent order, if you have any feedback regarding the service or the product we would be pleased to hear from you.

Posted 6 years ago

“After refusal of my first delivery of my vinyl flooring order due to clear damage of the package and bubbling of the vinyl surface, the delivery driver called me and said that he could not deliver the 2nd attempt as it was damaged. Factory Direct Flooring were very helpful in arranging for yet another delivery of a third order within 4 days. Let's hope there are no further problems I am now over a week late with the project that I can't even start until the flooring is down. This is becoming a bit of a farce....”

Posted 6 years ago

“Products are a good price. Flooring delivery booked in, carpet fitter booked for day after delivery. Only half the order arrived and now cannot be delivered for a further 5 days. Inconvenient for me and the carpet fitter.”

Posted 7 years ago

Hi Mr O'keefe We are sorry for the problem regarding one of your items that was mis routed - as we have the weekend and Bank Holiday Monday, of course this has caused a delay in getting the replacement to you. We do always advise not to book installers until you have the goods with you, just in case anything happens with the transport. I can see a replacement has been arranged for you. It goes without saying, we will monitor the delivery closely to try to ensure there are no further problems. As stated over the telephone, please accept our sincere apologies for the delay.

Posted 7 years ago

“The actual product is first class but the delivery was a complete let down. It arrived at the time promised but considering we were charged £27 for delivery the guy couldn't bring it down our gravel drive so it was left on a public path around 100 yards away. I couldn't bring it in as I have had back surgery so I was just relived it wasn't raining so the flooring wasn't damaged. Had to stay in all day to keep my eye on the pallet until my husband got home from work to move it to the house.”

Posted 7 years ago

Dear Mr Goy, On arranging your delivery over the telephone, we did advise that it was a curbside delivery and someone would need to be there to get the goods inside the property, this is also listed on the website, in your confirmation email and also mentioned verbally over the telephone and once more in your delivery confirmation email that we send after we have spoken to you. We were not made aware of any issues with the person who was accepting delivery. Normally if we were aware that you had left someone to accept delivery that wasn't " able bodied " we would advise you to arrange the delivery for a time where someone can be on hand to get the goods inside. We do accept your feedback on this, however, I personally believe this particular issue lies with the person who has arranged to accept the goods between the times specified, it could also be due to a breakdown in communication if the person who arranged it did not understand what we meant by curbside, this being the reason we ensure this is mentioned at least 4 times throughout the ordering process both online, verbally and by email on 2 occasions. Thank you for taking the time to provide us with your feedback.

Posted 7 years ago

“To many damaged tiles”

Posted 7 years ago

Dear Mr Newbury, From time to time damages do occur during transport, I can't see any report of damage from you on our system so i have emailed you regarding damages and replacements.

Posted 7 years ago

“Delivery problems”

Posted 7 years ago

“items were to be delivered on monday 7th nov waited in all day and nothing arrived a wasted day . no communication from yourselves , rang first thing the next day and was advised a call to the couriers would be made to see whats going on and a call back would be made . 4 and a half hours later I called back to be told cannot get in touch with courier so had not called me back to update me ???? ( a day and a half wasted now) , told a call back would be made asap . wek and a half later nobody called to apologize etc . The courier did turn up later that afternoon on the tuesday and advised parcel was sent out for delivery that morning and not the monday very poor service leaving the customer to chase the delivery and sit about for a day and a a half and after paying 17.50 not even delivered on day specified”

Posted 7 years ago

Dear Mr Eblett, We are very sorry that there was an issue with your delivery being late. We did experience a number of problems in certain areas with this carrier and we have taken steps to avoid similar situations. I can understand that this has left you feeling like you have had a negative experience with delivery, However - should you require any flooring in the future please be sure to make us aware of the issues you faced on this delivery and we will ensure a suitable delivery upgrade is offered. We do value all of our customers feedback and would like to thank you for taking the time to write your review. Kind Regards Adam. ( Factory Direct Flooring Customer support )

Posted 7 years ago

“Kerbside delivery not acceptable. I have a quadruple heart bypass and will have to arrange for someone to lift my delivery into the house. Poor service.”

Posted 7 years ago

Thanks for taking the time to review our service. Yes, we do only offer a kerbside deliver service as advertised online. We do contact you to arrange a delivery date and discuss the times that the delivery can take place in case you need to arrange to have someone there to help you get the goods inside.

Posted 7 years ago

“Unfortunately I am very disappointed as I have to cancel my order as I wanted an address change but you would not do it without a passport or driving licence photo ID which was impossible I am 85 years old and could not accept a drop off at the kerb so you need to change your rules so I am a very disgruntled customer”

Posted 7 years ago

Dear Pamela Morris, I am sorry to hear that you were not happy with the delivery procedure - unfortunately we are not able to amend delivery address's over the telephone without seeing ID for the card holder, we can only deliver to the address provided by the customer via the online ordering system ( this is due to customer security ) I am sorry that this has left you feeling disgruntled but our confirmation email and the information on the website outlines the delivery procedure, obviously if someone placed the order for you, you wouldn't have seen this information.

Posted 7 years ago

“Hi, the floor wasn't delivered on time, my husband took a day off and was waiting a whole day long. The courier wasn't able to be contacted. It was delivered the other day. We wanted to get a refund of delivery fee but the company refused it even that it was promised to us over the email! Not recommended! Karina”

Posted 7 years ago

“Ordering was very easy, delivery awful. I complained that an email mentioned timed delivery slot but I wasn't offered such a slot. I was assured at checkout you get that option so I went through it all again just to see - no timed delivery offered. One full day slot 8am to 6pm and then it didn't even come! Asked for delivery the next day before 10 or after 2.30. They came 20 mins before my 2.30 deadline and were prepared to leave it on my step with a neighbour keeping an eye on it from his garden until I returned. Fortunately my son was in at the time and brought it in to the house. Also watch out for the "kerbside delivery" which is apparently mentioned in the delivery T&Cs ie the delivery firm won't bring it on to your property, you've to do that yourself. If you aren't able, this could be a problem.”

Posted 8 years ago

Hi Janet, Thanks for taking the time to write a review on our service. The email you mention is our delivery confirmation email - and on there it reads " if you have paid for a timed delivery etc... " The option to select a timed delivery is on the checkout page - once you have entered your post code and address - the system then knows what options to offer you - normally you will see A Saturday delivery option alongside timed or AM - I have tried this on our system and all seems to be working fine. Regarding the kerbside delivery - this is on delivery info tab on every product page, also in the confirmation email - we do also mention this over the telephone when arranging delivery - further to that it is also listed in the delivery confirmation email and advises to arrange adequate help to get the goods inside ( the same one that mentions timed deliveries etc ) It is very unusual for our customers to say that they were not aware of this.. Unfortunately the Lanark depot in your area had a few problems with delays on deliveries - although we did arrange for them to deliver as close to 14:30 as possible the next day. As a goodwill gesture - we did refund half of the delivery charge to you.

Posted 8 years ago

“The joins on this flooring are not suitable, after approx 6 months they started coming apart,they do not stay together and I have had to use glue due to week end connection design.Certainly would never use this type of flooring again.”

Posted 8 years ago

“Up to the point of delivery I was very impressed with the speed and courtesy of the customer services, however delivery was to be between 8am and 6pm. I waited in the house on the hottest day of the year so far until and then sat in the garden for half an hour leaving a message at the door in case the delivery came. Nothing. No call. No tiles. I guess this is another wasted day that poor service will not be recognised.”

Posted 8 years ago

Hi Mr Bigmore, I am sorry that there was a problem with your delivery - we have since spoken to the courier and are trying to find out exactly what time the goods will be with you today - As agreed by telephone - we will contact you with an update ASAP - further to that I have also refunded the delivery charge to you.

Posted 8 years ago

“Awful service. I ordered my flooring a week ago and have arranged for someone to be around for the delivery today to have just received a call to say this will now not be delivered until tomorrow. This is unacceptable as tomorrow I will have no one to take delivery of this item.”

Posted 8 years ago

Hi Chloe, Yes we did encounter some problems today affecting numerous customers - this is the first time in 3 years that this courier has not collected the goods from us on time - We did speak to your partner first thing this morning who was very understanding about the problem and confirmed deliver the following day would be ok. Also i am pleased that after you wrote this review we managed to agree on a suitable time to deliver the goods to you - as agreed we have upgraded you to a timed delivery on a 2 hour window free of charge, at least you won't have to wait in all day on Friday for the goods to be delivered. :- ) Thanks for taking the time to review our services.

Posted 8 years ago

“Said they would deliver last Thursday. They didn't. Then said it would be delivered on Friday. It wasn't. Still waiting for goods so cannot review product. Not happy.”

Posted 8 years ago

Dear Mr Brown, I am sorry that there was a delay in delivering your order - it appears that the business name was missing from your order when you placed it online - Since speaking to you we have updated the courier with the business name and they have advised the goods will be with you shortly.

Posted 8 years ago

“I ordered my flooring for a Friday so would be at home , part of my delivery arrived on the Thursday ? . I just happened to be on my way out and the driver caught me . I rang and was told by the member of staff they would investigate and call back . I waited to no avail and had to call back myself to be told yes the rest of the delivery would come as ordered on the Friday . the rest of the items arrived on late Friday and I box of flooring as damaged and I bottle of glue squashed and all over the items ,I cleaned it all up and rang up to explain , the gentleman advised send email with pics and would be investigated . I did this and awaited call back as promised . nobody rang and I had to call back on the Saturday to find out what was to be done I was told the damaged box was not damaged enough and the fitter I employ would be able to use as offcuts , as for the glue this would be sent out asap and I would receive no later than Tuesday the next week I advised fitter booked in for Wednesday and was assured glue would be there and fitter would be able to use damaged wood . Tuesday came and went with no glue ? I rang 9.30 am next day and was told it would be with me later that afternoon and Michael would ring me back after speaking to delivery service to try and get more info. he never rang and I had to send an email to him to get a response , he advised would defo be with me by 5.20 pm , I advised fitter here now and short on glue and that I would have to do a 50 mile round trip to get some as I live in the country . he apologised for item not arriving but not for chasing up and making sure was to be delivered on Tuesday or for not getting back to me . as you might guess the glue never arrived and I had to delay the fitter and go get some of my own putting myself out doing a fifty mile trip in very bad weather and making the fitter sit twiddling whatever whilst I went to get the glue . Michael never rang back to check if item arrived and that seems to be the case with this company the customer service is very poor and I constantly felt I was chasing things up for myself rather than being looked after by a company whom I had just spent a lot of money with. The whole experience was of poor customer service and I felt let down . WHILST I APPRECIATE FACTORY FLOORING CANNOT HELP DELIVERY LETDOWNS THEY SHOULD KEEP IN TOUCH ONCE A PROBLEM HAS BEEN POINTED OUT AND MAKE SURE THE PROBLEM IS RESOLVED FOR THE CUSTOMER AND CALL THE CUSTOMER BACK WHEN PROMISED . I HAD TO PUT MYSELF OUT NOT ONLY TO KEEP CALLING THE COMPANY BUT TO TRAVEL FOR THE GLUE DOING A 50 MILE ROUND TRIP .”

Posted 8 years ago

Dear Mr Eblett, I have tried calling you to discuss the issues you have had regarding the delivery of your order. Firstly, regarding the damage - on the photos you sent us, the damage shown didn't look too bad - i think this is why my colleague advised they could be used for starter boards. Obviously I have passed your comments regarding delivery onto the courier. Also I am sorry to hear that there was a delay in us responding to you with information on where the replacement tub of adhesive was - sometimes it can take the couriers a while to respond to our requests. You have stated in your review that you had to get the adhesive from somewhere else - please accept our apologies for the damage and late delivery of the replacement - of course I will arrange for a refund on the replacement tub of adhesive. There was no answer on your mobile when i called so i have left you a voicemail and sent you an email requesting that you call me back to discuss the above. Kind Regards Adam Mason ( on behalf of Factory Direct Flooring )

Posted 8 years ago

“One pack of boards was damaged in transit and signed as such on receipt. I have not heard back from Factory Direct Flooring and now assume I have to chase to get my refund. I was also ensured that I would be given one hours notice prior to the delivery being made, however, I was phoned when they were at my house. Not good. At least they have chased me repeatedly for this review!”

Posted 8 years ago

Dear Mr Westbury, After reading this review I couldn't find any notes on our system relating to damage. You have since emailed me to advise that 2 planks were damaged - As we discussed, these can be replaced for you no problem. As the goods are delivered by a courier, we are not made aware of any damages unless you contact us. Regarding the call before delivery we do request that the drivers call before delivery but we have to rely on them using their own telephones to do this as confirmed in your delivery confirmation email. Thanks for taking the time to write your review.

Posted 8 years ago

“The first beading supplied did not match and your team knew that they would not match. If I had not been in then they would have been fitted. \nThe beading had to be gathered up from elsewhere and then I only received 8 lengths and no door bars. The fitter cam ea ll the way here and it was a wasted journey.\nA simple job has been delayed and delayed now. \nYour delivery people are really rude too- he left the pallet of planks a few doors up the road, even though I asked him not to. It was hard enough to move it all without having to walk further. Overall, I m not sure that I would recommend your company”

Posted 8 years ago

Dear Andrea Hotson, I am sorry to hear that you felt the level of customer service was not satisfactory we pride ourselves on offering a first class service that is second to none. Regarding the installation queries, Our web page has an installation guide on every page and all of our call handlers are trained on how to advise on product installation. Due to the nature of your feedback on that I will ensure that we refresh our procedure on handling installation advice. Regarding the delivery service - Our website offers timed deliveries for customers who need goods delivered at a certain time. The standard deliveries are delivered anytime between 08:00 -18:00 as arranged with you. It is not always possible to get an ETA from the courier depending on what time of day it is. Despite the above, We are delighted to hear that you thought the flooring was great ! If you do still need advice on how to install the product - please feel free to contact us and ask for one of us to go through the installation guidelines with you.

Posted 8 years ago

“The flooring after I finally got it looks good from what I've seen.....but the service was below par I feel as first of all I'm not told that original order out of stock, i had to phone myself to know this and then when new order completed i was told it was ready to be delivered. When I stayed around for delivery it wasn't done and was told by delivery company order never got on the truck that day. After still some more problems with second attempt I finally got it. I made it clear i wasn't happy with service and don't feel I was given any customer service let alone good service from factory direct.”

Posted 9 years ago

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Factory Direct Flooring Ltd is rated 4.6 based on 9,617 reviews