Factory Direct Flooring Ltd Reviews

Name: Factory Direct Flooring Ltd
Address: 1 Finch Way, Hemdale Industrial Park, HEMDALE BUSINESS PARK, 1 Finch Way, Hemdale Industrial Park, United Kingdom
Rating: 4.62

4.6 Rating 9,683 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,683 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

330 100 00 15

Email:

info@factory-direct-flooring.co.uk

Location:

1 Finch Way, Hemdale Industrial Park,
HEMDALE BUSINESS PARK,
1 Finch Way, Hemdale Industrial Park
United Kingdom
CV11 6TQ

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Factory Direct Flooring Ltd 5 star review on 13th March 2025

235

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great customer service, follow up call and call on route for delivery. Would definitely purchase from them again.”

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Posted 10 years ago

“Needed to speak to someone before ordering. Very helpful. Delivery prompt.”

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Posted 10 years ago

“Very efficient service, highly recommended.”

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Posted 10 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 .”

Helpful Report

Posted 10 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 10 years ago

“Easy to navigate website and quick delivery thank you.”

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Posted 10 years ago

“Quality of wood excellent and delivered on time.”

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Posted 10 years ago

“Excellent flooring, I've done most of my house with their solid oak which is hand scrapped, The only reason for not giving 5 stars is the postage I live in Inverness and the cost is very expensive”

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Posted 10 years ago

“Second time we've ordered from factory flooring direct, great prices, easy to use website and the delivery is scheduled, we've been very happy with all our products delivered”

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Posted 10 years ago

“Quick dispatch, excellent product quality.”

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Posted 10 years ago

“Easy to use website. Helpful staff on the phone. Efficient delivery. Shame the driver didn't come in and fit the floor as well then it would have been perfect.”

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Posted 10 years ago

“Always got plenty of stock. Great with delivery, they ring and organise a suitable date with you, have never had to pay for next day delivery because I know they are so speedy with their deliveries.”

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Posted 10 years ago

“Good selection of products, good advice on the phone, prompt delivery”

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Posted 10 years ago

“originally ordered this through a high st chain - the delivery date left getting delayed. eventually we looked elsewhere. the price with factory-direct was 50% cheaper than the previous quote. the delivery was within 4 days of placing the order - BRILLIANT”

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Posted 10 years ago

“Great product and excellent service. Carrier was informative on time and helpful.”

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Posted 10 years ago

“Samples provided enabled me to make purchase of floor tiles. Good communication and service, Great fllor tiles.”

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Posted 10 years ago

“Ordered rhinofloor elite woods vinyl and couldn't be happier, literally less than half the cost of a previous quote! Delivery was quick and efficient, communication was excellent.”

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Posted 10 years ago

“Excellent service and products, delivered when they said the would.”

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Posted 10 years ago

“Very pleased with my Goliath vinyl, great price, exactly as expected, in perfect condition even though packaging very thin black plastic bag type which was ripped in several places. I was worried it may be damaged as only one driver on delivery and this was 80kg, but all ok, should be better protected for dragging protection. We helped carry off lorry as too heavy and long for one man, 6m x 4m.”

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Posted 10 years ago

“Very pleased with the service I received, the goods were delivered within 24 hours of order. The engineered flooring (oak) that I ordered is a very good quality board, so top marks alround.”

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Posted 10 years ago

“Excellent communication all round and super fast delivery. The flooring is top quality and very easy to install. The best place to shop by far.”

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Posted 10 years ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,683 reviews