Factory Direct Flooring Ltd Reviews

Name: Factory Direct Flooring Ltd
Address: 1 Finch Way, Hemdale Industrial Park, Nuneaton
Rating: 4.63

4.6 Rating 9,617 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

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

225

Anonymous

Anonymous // 01/01/2019

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

“This is the 2nd time I have ordered flooring for my customer and it has arrived damaged!”

Helpful Report

Posted 1 year ago

“Items were dumped outside without my knowledge and no prior notification. Flooring was damaged, email sent to Factory direct with proof (pictures) and was advised I will receive partial refund - no refund received.”

Helpful Report

Posted 1 year ago

“Not happy with this service. I needed vinyl flooring plus adhesive and the adhesive was not added in the shopping cart even though I ticked the option to add it. Then has to pay another £25 to have it delivered. The glue also required a special applicator which was not included so we had to put a third order in to have that delivered by another company which wasted a week before we could start laying the floor. In fact we are still waiting for the applicator which has not turned up.”

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Posted 1 year ago

“Poor Customer service”

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Posted 1 year ago

“I don't know which one is worse, the flooring company or the reviewer. Keep getting asked to review even after submitting a review.”

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Posted 1 year ago

“I am awaiting a delivery . I found Karl the customer service online agent totally unhelpful . He trotted out the company policy without any effort to help a particular situation . There was no attempt to address my query . This will be the last time I place an order with them - having dealt with other flooring companies including in the last week their customer service is inflexible , unbending and leaves a lot to be desired. Avoid ! Once the order is placed there is no interest in helping”

Helpful Report

Posted 1 year ago

Hi, Thanks for taking the time to write a review, After reviewing the details of the live chat with Karl, as mentioned unfortunately the delivery drivers are not insured to enter your property, hence the offer of kerbside delivery only online, with regard to the time of delivery, the checkout page offers numerous options including AM or timed delivery. As you have chosen the standard delivery between 08:00 - 18:00 this is the time window for the selected service. We would defend your suggestion that our customer service is "inflexible" we can offer the advertised service as mentioned online but unfortunately cannot make promises for services that are not advertised online or offer to upgrade delivery slots free of charge. Sorry. We do however accept your feedback and would like to thank you again for taking the time to provide feedback.

Posted 1 year ago

“All flooring damaged and when I emailed they ignored it.”

Helpful Report

Posted 1 year ago

Hi Kathryn, Sorry to hear your order arrived damaged, if you emailed over the weekend, that will be responded to today. Could you kindly forward the email again to info@factory-direct-flooring.co.uk and we will make sure this is sorted ASAP for you.

Posted 1 year ago

“Link delivered folded in half. It has left a stretch marks along the middle of room. Not pleased with this at all!”

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Posted 1 year ago

“after placing an order with factoty direct flooring .The flooring did not arrive on the monday as per order. tuesday, phoned spoke to customer liason, still waiting for a return phone call, phoned again later on tuesday to give them extrer time to deliver .no return phone call again, rang again to cancell order at 2pm. still have not heard from courier ,or factory flooring at all, just ignored . not bad to get to 74 to get ignored...”

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Posted 1 year ago

“Samples did not arrive.”

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Posted 1 year ago

“Ordered samples and prices increased £2 per square metre within days so have now shopped elsewhere as emailed to ask for the sample price to be honoured since it’s within a week and told no sorry your prices fluctuate daily thats just how it is. That’s not good service at all so I wouldn’t recommend the company at all hence the 1* review.”

Helpful Report

Posted 1 year ago

“I ordered two lengths of 12.5m but you advised you can only supply it as 2x10m +5m due to carrier limitations (which other companies do not have). So I arranged to collect it and send my 'man with a truck'. You knew he was coming, when he was getting there and yet you refuse to release the goods as "I might do a chargeback and deny I've had the goods". Really?! I then have to pay by bacs so I "can't do a chargeback" and send him again to collect (Total incurred costs +£300) whilst I have to TRUST YOU to do the refund of the credit card. I'm sorry that you've had a bad experience with a chargeback (I presume) to instigate such a ridiculous policy but not every business customer is going to rip you off, far from it. Business to business requires a level of trust and since you are unwilling to demonstrate that, I find it difficult to consider trading with you in future. We install exhibition stands so almost every week purchase flooring, but I'm afraid it is not going to be from you.”

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Posted 1 year ago

“Management is not cooprattive. Technologyvally not brrilint at all. Payment system is not practical even. not happy at all with service.”

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Posted 1 year ago

“Not been delivered yet !!!! So why ask how pleased we are ?”

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Posted 1 year ago

“I was angry with your ridiculous goods return policy. When I returned some surplus LVT to your company, it was rejected simply because some area of the outer package was ripped, and I did not report it to your company when received. It does not make sense that a customer has to report the trivial defeat on the outer package to the supplier while the product is in good condition. It appears to me that your company is not willing to accept return goods by setting unreasonable terms. Hope your management can address such issue and revise the terms of the return policy.”

Helpful Report

Posted 1 year ago

“Had to return our order as item unsuitable, of which we had to spend £50 to return. To then be told we were being refused a full refund as some on the packs had been damaged with no proof this wasn’t in the warehouse and proof that it wasn’t by the delivery company. I was basically informed “tough, your problem”. I tried to claim, but the amount was under £100 so they rejected it. I wouldn’t touch the company again even if I was desperate.”

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Posted 1 year ago

“Didn't realise I had made an order but even so I haven't received any product to review”

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Posted 1 year ago

“I am very disappointed about the material which ordered from you from the website. Actually, there isn't enough information about the material on the website. What I received is quite different from what it writes on the website. There is supposed to be more information on the web. Also, customer service is not showing any concern if you have questions. I arranged delivery for leftover materials on-site to receive a refund. I received a notification email from the courier company that my delivery has arrived at Factory Direct Flooring Ltd. However my delivery was not checked and confirmed properly by the staff from Factory Direct Flooring.”

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Posted 1 year ago

“Flooring never arrived on the day, I waited 6 hours in an empty house waiting for something that was never loaded onto a truck in the first place, if it had been on a truck then it would have been delivered the next day, but no it was another on, you would not load goods onto to a vehicle not deliver them take them back, unload for a day, then re load them, then deliver them. Would you. Regards.”

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Posted 1 year ago

“Floor was totally different colour from the website. Company weren't helpful in the slightest and only issued a partial refund. Avoid.”

Helpful Report

Posted 1 year ago

Dear Mr Taylor, Thank you for taking the time to submit a review regarding your order. As explained previously, this product does have a varied range of shading and can look different depending on lighting etc, we do offer to send free samples of products before customers place orders so you can check things such as colour etc before placing your order. Once the goods have been checked on delivery and accepted, unfortunately, the cost of delivery would not be refundable. Upon return of the goods, you have received a full refund less the cost of delivery as agreed by PayPal and our guidelines. Apologies for any inconvenience, we do always advise to take advantage of the free sample service to avoid situations like this.

Posted 1 year ago

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