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 9,681 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,681 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

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

“Arrived exactly on time. Great quality”

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Posted 3 years ago

“Floor easy to rip and put marks on it”

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Posted 3 years ago

“Very pleased with the vinyl flooring we purchased for the bathroom,delivery was fast as well. Thanks”

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Posted 3 years ago

“Good value and good quality”

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Posted 3 years ago

“Easy and quick, looks nice as well when done”

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Posted 3 years ago

“Good service and item was ready for collection when they said. Would use again”

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Posted 3 years ago

“Excellent service”

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Posted 3 years ago

“Very good service. Ordered new floor arrived within a few days. Very pleased with it.”

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Posted 3 years ago

“Always good on choice, availability, price and service”

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Posted 3 years ago

“Fantastic product”

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Posted 3 years ago

“Excellent service Ordered my flooring arrived when they said it would. A couple of packs were damaged so spoke to customer services who sent replacements the same week. Flooring looks lovely”

Factory Direct Flooring Ltd 5 star review on 2nd May 2022

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Posted 3 years ago

“I am very happy with the help and service I have received”

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Posted 3 years ago

“Used a couple of times for laminate flooring. Always reliable delivery and good value for high quality materials.”

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Posted 3 years ago

“Really good quality floor with only a few filled knots. Only issue was having to wait in all day for the delivery to arrive.”

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Posted 3 years ago

“I ordered the floor it came on the day they sad so that was a great help did not wast time waiting for it to turn up , I put the floor down in hall and front room very happy with both floors .”

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Posted 3 years ago

“Quick response as I ordered some samples and they arrived a few days later. Great service”

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Posted 3 years ago

“Ordered some samples, delivered very quickly, delighted with the service so far. Looking to place order soon.”

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Posted 3 years ago

“Really prompt delivery, good quality flooring”

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Posted 3 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.”

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Posted 3 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 3 years ago

“received samples thank you.”

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Posted 3 years ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,681 reviews