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Factory Direct Flooring Ltd Reviews

4.6 Rating 9,616 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

Company Reviews

Product Reviews

4.6

Based on 9,616 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery was not brilliant guy stated it wasn't his job to bring it in he was going to leave it outside until I said I was here on my own 13 packs was a bit much to shift to his credit he did end up bringing it in however I would have thought this was part of standard delivery. Also no contact made prior to delivery from the driver to arrange a time slot as previously stated by direct flooring”

Posted 5 years ago

Hi Lisa, Thak you for your review. We were suprised to read that you were not aware of the curbside delivery as this is mentioned on each product page, your confirmation email, verbally via telephone when arranging delivery and also in your delivery confirmnation email. We make ever effort to make this as clear as possible so this doesn;t cause any issues on the day of delivery, so i am sorry if this wasn't noted on the 4 occasions that this is mentioned . Regarding the call beforehand , we do request that drivers call ahead prior to delivery but as stated, this is a request only and we do not give timeslots for standard deliveries, these are delivered anytime between 08:00 - 18:00 as arranged with a request for the driver to call ahead. I have put a copy of the delivery confirmation email beow for your information, this was sent to you after arranging your delivery . Delivery has been arranged! Dear Customer, Please remember you need to reply to this email to confirm your delivery, before your goods are dispatched. Please note the info below. • KERBSIDE TO THE CLOSEST ACCESS POINT • ITEMS NEED TO BE CHECKED AND SIGNED FOR AT YOUR ADDRESS • THE CALL BEFORE DELIVERY IS A REQUEST ONLY • IF THE DRIVER ARRIVES AND NO ONE IS THERE TO SIGN AND ACCEPT THE ITEMS, FAILED DELIVERY CHARGES APPLY This email is to confirm that we have organised your delivery as discussed on the telephone. If you have chosen a standard delivery, then your goods will be delivered between 08:00 - 18:00 on your chosen date. If you have opted for a timed delivery, then the goods will be delivered at the time you specified over the telephone. We do REQUEST that the drivers call up to one hour before delivery but we have to rely on them using their own telephones to make this call so please ensure someone is available to accept delivery between the times you have arranged - this will help you to avoid any failed delivery charges. On the day of your delivery your goods will be delivered kerbside at the closest access point for the lorry. We would recommend that you have adequate help to put the goods in your property as our drivers are not insured to do so. Please make sure that you check your order for damages before you sign to accept the goods - any damages must be signed for on the drivers paperwork - Please make us aware of any damages as soon as you can. If there are any delivery restrictions due to narrow roads or weight restrictions, then you are responsible to notify us in advance. If you have questions about your order, please contact us on 0330 100 0015. Your attention is drawn to our delivey terms as set out below - this information is also listed as part of our terms and conditions of purchase. Carpet World (Nuneaton) Limited and Carpet World (Nuneaton) Limited Trading as Factory Direct Flooring Delivery Terms THESE TERMS SET OUT THE BASIS ON WHICH WE AGREE TO DELIVER OUR PRODUCTS TO YOU. THEY SHOULD BE READ AND CONSIDERED IN COMPANY WITH OUR STANDARD TERMS AND CONDITIONS OF SALE. YOUR ATTENTION IS DRAWN TO CLAUSE 5 OF THESE DELIVERY TERMS 1 Incorporation of Terms All terms within this document are the same as those incorporated within the Terms and Conditions Document (the Standard Terms) as referred to above. 2 Arranging Delivery 2.1 Upon acceptance by Factory Flooring of the offer set out within Clause 3 of the Standard Terms we shall contact you to arrange a convenient day for delivery of the Products to you. We would expect to be able to deliver your products within 5 working days. 2.2 Delivery times apply to items in stock so if any items you order are not available or we cannot fulfil your requested delivery date we will use the telephone or email details you have provided to contact you and discuss how you wish to proceed. Unless otherwise specified we shall use the telephone number to contact you if necessary on the date of delivery. 3 Cost 3.1Our standard delivery service is charged at £22.92 + vat, although exceptions can apply. Our standard delivery covers Mainland UK; however we will deliver to non mainland UK destinations. The cost of such deliveries will be calculated on an individual basis 3.2 A timed delivery service for an additional fee is available. The cost of this service depends upon the location and time. Please contact Customer Services on 03301000015 for further information. 4 Delivery Time and Place 4.1 Subject to Clause 3.2 above deliveries will be made on the agreed date between approximately 8am to 6pm Monday to Friday excluding Bank Holidays. In limited circumstances Saturday deliveries may be available. The exact timing of delivery cannot be specified. 4,2 Our Products can only be delivered to kerbside, outside of the delivery address property. If your order arrives as arranged but we are unable to deliver because you are not home, or there is inadequate help available you will be liable for any additional costs incurred for redelivery. If there is a likely problem, e.g. the road is subject to a vehicle weight or width restriction or parking, or it is within a time zone restriction; please inform us at the time of order so we can discuss alternative delivery options 5 Inspection of goods delivered 5.1Very occasionally damage may occur during the transportation of goods. It is crucially important to thoroughly check and sign for your order on arrival. It is your responsibility to bring to our attention any damage which may have occurred in transit. Failure to do so may result in our refusal to accept a claim. If you are unfortunate to receive damaged Products, or there are missing item(s) please make sure it is noted on the couriers paperwork. We also strongly suggest that you contact us direct as soon as possible to make sure we are aware of the problem. We cannot be responsible for any consequential losses after delivery has been signed for. Therefore we advise against booking installers until goods have arrived and been checked. 5.2 In the event that goods are returned to us which are undamaged we will provide a collection service. We may charge a fee for this service the level of this charge depends upon your location but the standard cost will be a minimum of £75 plus VAT within the UK Kind Regards Factory Direct Flooring www.factory-direct-flooring.co.uk

Posted 5 years ago

“Only ordered a sample”

Posted 5 years ago

“Answered all my questions without problems. However when it came to adding an item had to create another order to which delivery was added although they did respond by phone quickly to cancel second charge as initial order not processed.Secondly when it became apparent i had overordered they did say would amend order and process credit and for which i have received confirmatory emails. The problem is that whilst my credit card was charged in full when several items were not in stock on day of order the credits have not appeared on my credit card several days later. I will assume bank holiday will be blamed but it is one are of concerb”

Posted 5 years ago

“Very prompt delivery of useful sample, but I found the tone of the email about the delivery verging on the threatening!”

Posted 5 years ago

“How can I write a review as I have not received the items yet.”

Posted 5 years ago

“Samples arrived fast. Product looks like it's very good quality. We were trying to buy it online. Unfortunately advertised price, for the product we wonted, differ from the one you finally must pay when at checkout.”

Posted 5 years ago

“Found no issue with the site, easy to navigate, price very competitive but found their reluctance too process the order until they had verbally spoken to me after providing all delivery information at checkout very frustrating. There was no appreciation that I was unable to take calls to discuss what i'd already supplied in the ordering process online therefore the order got delayed, this is poor, unnecessary and needy!!! A simple email with proposed delivery date/schedule post order would suffice with the option to contact Factory Direct Flooring if the proposed dates present an issue. Simple and one less process for FDF staff to needlessly repeat on EVERY order...”

Posted 5 years ago

Dear Mr Browne, Thank you for your review. Our email confirmation does state that we will contact you to discuss your order, as we do HAVE to check delivery address's and the items for dispatch prior to sending them out, another important point is to agree on a date when you would like your items delivered. We do prefer to speak to our customers verbally to ensure they are fully aware of the delivery procedure before we send the goods out, we find this helps avoid any issues on the day of delivery, these processes are in place for the benefit of our customers. We fully appriciate you supplied your delivery address on the order but we still needed to discuss the delivery date and delivery procedure with you. Thank you for taking the time to provide us with your feedback.

Posted 5 years ago

“products at good prices but delivery price is shocking ! especially as most other companies deliver for free.”

Posted 5 years ago

“Haven’t laid the flooring yet so can’t comment on that. However after paying such an expensive delivery charge I’m surprised at the delivery service provided. One pack of flooring was badly damaged at both ends but customer service did responded promptly and refunded money for damaged pack. I do think that paying so much for delivery you expect goods to arrive in better condition and also not just a kerbside service. If elderly or on your own it would be difficult to carry the flooring in on your own. Also driver was very pleasant but did not call me prior to delivery.”

Posted 5 years ago

“I was ask to check for damages to flooring on delivery, as no refund are given!! it is impossible to check all the packages as you can’t see them all ! Some of the boxes was damaged, but I managed to lay them under the cooker etc ! The floor looks great & they do tell you when your package will arrive.”

Posted 5 years ago

“Flooring looks great, prices are fab but delivery prices are expensive. Ended up buying elsewhere”

Posted 5 years ago

“customer service seems good but I was very disappointed with the quality of the sample I received.”

Posted 5 years ago

“Samples came extremely quick was very happy and about to place a large order...until I saw the delivery charge 😳 very expensive...have found a floor on wickes with all accessories...slightly cheaper and free delivery 🙃”

Posted 5 years ago

“As all reviews state online it may well sell things cheap but the delivery service through them is not on par at all with where it should be. I needed my flooring the day it was supposed to be delivered (thursday) it's now going to be Monday but prob won't come then either. It's a shame they let themselves down this way as would be a 5 star firm otherwise.”

Posted 5 years ago

“I think the transport charges are way to high so it will only be 3 stars”

Posted 5 years ago

“I ordered 2 samples which were delivered promptly and I would have placed an order but the delivery charge was almost £30 on a £60 purchase, so I will be ordering from elsewhere.”

Posted 5 years ago

“Floor is brilliant but my beading didn't turn up then they said it's there mistake it will come Tuesday but I arranged for it to be laid today so would of rather have it all laid at once”

Posted 5 years ago

“Driver didn’t call an hour in advance, only when he was there. Said couldn’t wait 20 minutes for me to come, left it in front of the house.”

Posted 5 years ago

Dear Axel Dallmeier, Thank you for taking the time to write a review. As per our telephone conversation when arranging your delivery, we do request that drivers call up to one hour before delivery but this is a request only and may not always be an hours notice. The delivery is also classed as a kerbside delivery as discussed and as listed in your delivery confirmation, and your order confirmation. A copy of the delivery confirmation is below. ************************************************************* Dear Customer, This email is to confirm that we have organised your delivery as discussed on the telephone. If you have chosen a standard delivery, then your goods will be delivered between 08:00 - 18:00 on your chosen date. If you have opted for a timed delivery, then the goods will be delivered at the time you specified over the telephone. We do REQUEST that the drivers call up to one hour before delivery but we have to rely on them using their own telephones to make this call so please ensure someone is available to accept delivery between the times you have arranged - this will help you to avoid any failed delivery charges. Please remember: On the day of your delivery your goods will be delivered kerbside at the closest access point for the lorry. We would recommend that you have adequate help to put the goods in your property as our drivers are not insured to do so. Please make sure that you check your order for damages before you sign to accept the goods - any damages must be signed for on the drivers paperwork - Please make us aware of any damages as soon as you can. If there are any delivery restrictions due to narrow roads or weight restrictions, then you are responsible to notify us in advance. If you have questions about your order, please contact us on 0330 100 0015.

Posted 5 years ago

“good ordering, great samples...let down unfortunately by bad delivery - waitied in all day from 8-6pm, only for the driver to turn up at 7pm ! Marred what looks like a great company !”

Posted 5 years ago

“I only ordered a flooring sample and I haven't received it yet.”

Posted 5 years ago

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Factory Direct Flooring Ltd is rated 4.6 based on 9,616 reviews