Factory Direct Flooring Ltd Reviews

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

4.6 Rating 9,618 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,618 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

Write Your review

Tell us how Factory Direct Flooring Ltd made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“I have not received my order it was supposed to have arrive today”

Helpful Report

Posted 1 year ago

“Item didn't turn up advisors didn't careless, their antogonistic and don't like been told when their at fault, refused to issue me a refund said I had to put it in writing even though they failed delivery, I claim it back through PayPal, their director seems to be happy with how the service is being delivered also, doesn't surprise me the kind of company it is, avoid avoid avoid.”

Helpful Report

Posted 1 year ago

Dear Mr Depeche, Thank you for taking the time to provide feedback. We have raised the issue with Tuffnells, it appears they had issues finding the address, they failed to notify us of this so please accept our sincere apologies for the delay. We understand this is a frustrating issue for you, however in light of our recent telephone conversation, we feel it would be best to communicate in writing as staff members do not have to tolerate personal insults and the use of foul language. Following your written request to cancel your order, we have accepted this request and informed the courier not to attempt to deliver the items. We will continue to keep you updated via the paypal case that is now open. We normally process refunds as stated within 3-5 days from the date of a cancellation request, this can take a little longer through paypal if goods are still out in the network but we will keep an eye on this for you and keep you updated. Apologies again for the delay in delivering your items, we accept your feedback and will certainly pass this onto the courier. We also agree that this delivery issue falls far short of the level of service we aim to provide. Please refer to the PayPal case for further information.

Posted 1 year ago

“The Delivery driver was incredibly unhelpful dumping the goods at the side of the road leaving my wife having to lug 34 boxes into our house..”

Helpful Report

Posted 2 years ago

“Are you kidding. 2 days late still not recieved goods but want a review”

Helpful Report

Posted 2 years ago

“My delivery was delivered to the wrong address. Still waiting on a call from you to establish what happened!”

Helpful Report

Posted 2 years ago

“The order came damaged but I did not report it due to having enough to do the job, contacted 8 weeks later to get a replacement board as a couple of the corners chipped away, very unhelpful, advised I would need to order a full pack plus delivery (£50 quid in total) I do not recommend anything other than 14mm, others are poor quality, I wouldn't recommend using this company, best to buy locally!”

Helpful Report

Posted 2 years ago

“This is nothing like the colour of the 1st photo on the website for light tobacco herringbone, this is brown. Was told that its a lighting issue, it is nothing to do with lighting, its a photo of a different product. Was also told I should have ordered a sample but how would I know if it was the correct sample. Cannot return as would cost more than the flooring therefore £300 wasted. Would never use this Company again.”

Helpful Report

Posted 2 years ago

“Unfortunately i've now had two poor customer experiences with this company. Firstly purchasing the following flooring 'Prestige Herringbone Iris Oak 8mm Laminate'. Granted we did not get a sample before ordering as we trusted the imagery used on the website, this was our first mistake. The boxes arrived with the branding 'kronotex silver oak' the name differing from that on the website. Secondly when we opened the boxes the colour of the flooring differed entirely to that online, being far more grey in colour than the images which shows a natural oak colour. When we called customer services they told us the Iris Oak had been rebranded to Silver Oak. What you will find is that this still hasn't changed on the website with the name of the product still as 'Iris Oak' and the images are not reflective of the product. Had this been called silver oak we would have been given an indication to the grey colour and therefore not purchased. If you search 'Kronotex Silver Oak' you will find the images are far more representative on other websites showing the disparity from Factory Direct Flooring. They then told us it was on us to pay for a courier to get the flooring returned to them for a refund, and as we had opened a box they would also not refund us for any opened boxes. On the FAQs of the website, it mentions you can pay them £75 + VAT and they will collect the flooring, but this is not the case anymore. Another example of wrong information online. Had they still offered this service we would have accepted that we didn't get samples and happily pay the £75 + VAT for this to be returned and not felt like it was an entirely negative experience. We've asked to speak to a manager and have had no calls back or any support from customer services who have basically told us there was nothing they could do and as we didn't get a sample it's our fault, despite the naming and imagery being wrong on their website. Secondly, we ordered samples to avoid the same mistake and ordered new flooring. When they started to lay the flooring we were told there were faults with the floorboards, the corners were breaking and flimsy and they could not be slot into place as they were cracking. We called customer services again who told us that we had to send a sample back for them to rigorously test. We would have to go out of our way to courier floorboards back, again, to be tested before they decide on next steps. Even if they test the floorboards, we still have no flooring down causing delays due to a poor product that should have been tested in the first place for these types of issues, our floor is levelled and in a brand new extension. I don't want to delay our build any longer I have a young daughter and need the space as safe as possible. Overall a tiring experience dealing with this company. They need to make sure the website is updated with the correct information and imagery and stop placing the blame on the customer for issues that really are down to the company themselves. It's luck of the drawer if you have a positive experience - read the negative reviews to show that we all seem to face similar recurring problems.”

Helpful Report

Posted 2 years ago

Hi Rachel, Thanks for your review. We do offer free samples as not all web browsers/devices will reproduce the online image in the same way so it is always advisable to take advantage of the sample service. As we recently updated our returns policy, yes we were aware that one of the old FAQ's had the old returns info on, however the returns policy is listed in full on the website. Regarding the difference in name, we re brand some of the products as we buy in bulk and sell them at such a low price, this is so not to devalue the manufacturers brand - all products on the website contain the manufacturers decor code same as on the boxes, and all samples we send are cut from the actual planks so it gives a true reflection of the product. Therefore the names on the website will remain the same as they have always been. On the video you sent us of the flooring, this shows the flooring moving and working loose, this will not happen if they are fully supported underneath on a solid , flat surface - vertical movement will put strain on the joints and cause them to break, the installer did confirm it isn't every plank so it would appear that this issue is only happening in certain areas, this is what is referred to as local conditions. Our customer service team will continue to help to resolve any outstanding issues. Apologies for any inconvenience.

Posted 2 years ago

“Terrible service. I was promised a delivery on Thursday 2st April. I have waited all day everyday since then as a delivery time can not be specified. It is now Tuesday 26th April and no sign of delivery yet (it is now 4:30)”

Helpful Report

Posted 2 years ago

Hi Patricia, Thank you for your feedback, we do share your frustration with this. Unfortunately, when ever there are bank holidays, parcel couriers always seem to end up with a backlog of freight, this causes the service levels to drop on performance including communication, this is now showing as delivered @ 17:07 as per the updates we gave yesterday. Apologies for the delay, and thank you for taking the time to provide feedback.

Posted 2 years ago

“Took my order and money sent a email that order was processed, a week later said it was out of stock and do I want a refund, this company are having a laugh!!!!!”

Helpful Report

Posted 2 years ago

Hi Kevin, Thanks for your review, did you definitely order the flooring from us as we only have details of a free sample under your name..?

Posted 2 years ago

“Delivery driver rude and unhelpful. Dumped order in drive and didn't wait for the customer to check all OK had to chase him down the street. Will not be using this company again”

Helpful Report

Posted 2 years ago

“Trash customer service. Avoid.”

Helpful Report

Posted 2 years ago

“Order still hasn’t arrived. We rang your customer service team and confirmed this, we were promised a call back. We have not received a call back yet and no update via email or text about my order. If someone can call or email me an update I would appreciate it.”

Helpful Report

Posted 2 years ago

“The floor arrived with holes”

Helpful Report

Posted 2 years ago

“Ordered samples very quick delivery and happy with the samples. When I went to order the flooring realised at checkout that the postage was huge so won't be buying from FDF LTD.”

Helpful Report

Posted 2 years ago

“Absolutely the worst service I have ever received. ⚠️ Warning ⚠️ they clearly expect you to open and inspect your flooring on delivery and it you accept it and its damaged inside they will not replace. Stay clear. They cheap for a reason.”

Helpful Report

Posted 2 years ago

Hi Nicola, Thanks for your review, we would like to clarify that you had your items delivered on 19th January and didn't report any damage until April, due to this length of time we would be unable to claim with the carrier, we did however give you a 50% refund as a gesture of goodwill, and this was accepted by yourself. Yes, we do advise customers to check items on delivery and report any damage straight away so we can claim with the carrier and replace it for you as per your statutory rights. However, if this isn't reported until a few months later, this makes it more difficult for us to deal with these issues. Although this review is negative, it does raise a good point, goods should always be checked on delivery, this is why PayPal advises users to do exactly this and so does our delivery information policy. Delivery advice below ... What if my goods are damaged when they arrive? Factory Direct Flooring Ltd has teamed up with reliable delivery partners to ensure delivery service levels are maintained. However, very occasionally damage may occur during the transportation of goods which we apologise for in advance. Therefore it is important to check and sign for your order on arrival. If you are unfortunate to receive damaged, 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 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. Where goods are refused on delivery that are found to be undamaged on return we reserve the right to pass on any carriage charges that we incur in returning the goods to us.

Posted 2 years ago

“Never received the products.”

Helpful Report

Posted 2 years ago

“Still have not received my order after having to take extra days off of work to wait in for the delivery, yet still no clarification of when I will receive my order so I am losing further money and further waiting in all day on the chance I may receive it today... called multiple times to no success, very close to cancelling my order.”

Helpful Report

Posted 2 years ago

“Brilliant waste of money! Like an online fruit machine, money in, expect a payout. More chance of a Virgin birth. Good at taking the money and playing the it's been delivered card. Expected due date was Friday, now its Monday. Brilliant....now not replying to emails. Once again, cheap for a reason......”

Helpful Report

Posted 2 years ago

“The flooring is terrible quality. A dining chair caused a rip. It's so easy to rip and I wpuod never ever use them again! Avoid!!!”

Helpful Report

Posted 2 years ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,618 reviews