Factory Direct Flooring Ltd Reviews

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

4.6 Rating 9,612 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,612 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: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor service, vinyl floor didn’t arrive on agreed delivery dates. Waited almost a month to be told that the vinyl would still not be delivered.”

Helpful Report

Posted 5 months ago

Hi, thanks for taking the time to write a review - I can see that the customer service team did advise that we were waiting for stock to come in and gave an estimated date for arrival. After being advised of a further delay, i can see that the order was refunded at your request. Apologies for the inconvenience.

Posted 3 months ago

“Have been waiting for notice of return collection . E-mails sent on their website. Nothing ... in fact it was the company that told me I would need more floor . Now this extra I needed needs returning.”

Helpful Report

Posted 6 months ago

“I would not recommend this truly awful company. The floor is not fit for purpose and am now having to go via my credit card to get a refund because they refuse despite me sending multiple videos showing the floor is not fit for purpose. I even made a video showing 2 branded laminate herringbones next to each other, on the same subfloor and same underlay, and they’re brand creaks and the other does not. That undoubtedly proves it is not an external factor issue and the problem lies with their floor. The manager and staff are rude and arrogant and still blame my subfloor or installation as the problem, even though they declined my offer of sending someone out to see it. Speaks volumes doesn’t it? There is tons of reviews all slating this company, so I’m not the only one who feels this way. Avoid them like the plague.”

Helpful Report

Posted 7 months ago

Thanks for your review. The returned items were all checked over and we found that there was no movement at all on them once fitted and no noise either. This is our best selling product and the issues are few and far between compared to the amount we sell. noisy laminate means it is moving, different products will react differently so it's not always a fair comparison. However, thanks for taking the time to write a review, we stand by the opinion that this issue is related to local conditions and not a product defect.

Posted 7 months ago

“Good product ABSOLUTELY APPALLING DELIVERY SERVICE. They use DX delivery which means they have no control over what happens. I had 2 missed deliveries and the 3rd attempt only succeeded as my builder spotted the driver going back to his van after he’d gone to the wrong side of the building! The manager (Alistair?) was excellent but what can he or FF staff do if they’re using 3rd party/3rd rate outsourced companies. I would like to buy (a lot) more of this product but I’m put off by the inefficiency and ultimate huge waste of time where as a client you end up chasing companies for TWO days. When you’re also on deadlines to complete refurbishments and you have an amateur element then it ends up costing you.”

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Posted 4 years ago

“Very prompt despatch of sample. Very quick acknowledgement of order and delivery arranged fast as well. Only time will tell how product wears. Did not like being called 'mate' by Will when organising delivery.”

Helpful Report

Posted 8 years ago

“The worst experience in my life ever. I do not want to give even one star. They confirm from Friday that the delivery will take place on Monday, and then nothing received on Monday. On Monday I called them so many times, so they confirmed that 100% the delivery will be on Monday, but will be late. I asked the contractor to wait until they arrived, because they confirmed that it on Monday and it will be after 5:00pm. on 6:pm I called the delivery company to confirm that there is no delivery on Monday. When I called on Tuesday they did not apologise on this mistake though. I am not satisfied at all for their services and do not recommend reordering or dealing with them ever.”

Helpful Report

Posted 3 weeks ago

“The item I received was damaged,however the seller did refund me my money”

Helpful Report

Posted 4 weeks ago

“Factory Direct Flooring supply good products at a lower price than most of it's competitors. However, the staff are quite rude and pedantic. Throughout emailing would abrupty write "your delivery is on hold until you reply" I told them anytime on a certain day was fine for delivery, they could pick when. But they refused, and insisted I pick a 2 hour window for delivery. OK. Day of delivery I get a text saying it will be with me 8am-5pm. Then there was the underlay issue. I did my research and ordered a thermal underlay designed for underfloor heating as a future project. And ordered a LVT that was designed for underfloor heating. They email me saying I can't use that underlay and I must use a thinner acoustic one instead without a vapour barrier or insulation. I tried to point out that the acoustic underlay is not suitable for underfloor heating and the manufactorer has spec'd the LVT for underfloor heating so how would that work? they just kept repeating: "you'll void any warranty unless you use this underlay. You MUST use this." I asked a professional who told me I was right, I asked them if any of them were professional floor fitters. They replied "I'm not sure what you're trying to imply by that question".... ? OK fine I did what I was told got the thinner acoustic underlay and laid the floor exactly to the manufacturers standards so I had a warranty. Fast forward and the flooring thorughout the whole bottom floor of my house is cold all the time. I got a floor fitter round to quote underfloor heating and first thing he says "Well you shouldn't have laid an acoustic underlay on a concrete subfloor without some kind of thermal barrier" And guess what, the stuff he plans to use is the exact thermal underlay that I originally ordered and was told I couldn't have. So thanks a lot Factory flooring direct. You lowered the U-values to my house and I'm having to fit underfloor heating on credit because your staff are poorly trained.”

Helpful Report

Posted 2 months ago

Dear Mr & Mrs McBard The prolay underlay that we supply for LVT products is absolutely fine to use with underfloor heating - the heat therm underlay is not as it isn't stable enough to support the joints of the product. If you had of fitted it on the wrong underlay, this would invite unwanted movement when installed, over time this would stress the joints causing them to move and come apart. The information the customer service team have given is to ensure you preserve the warranty on the product incase there are any issues, we cannot offer a warranty on products that are incorrectly installed or where unsuitable materials are used with the product. In this case, we do not agree that the wrong advice has been given.

Posted 1 month ago

“Had to wait 3 weeks for refund and make a several enquiries to get my money back”

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Posted 3 months ago

“I bought vinyl click , 24m2 . I am a joiner with 30 years experience and now a site manager so i know what I'm talking about. The end joints only sit into each other and click when you walk on them . I installed the flooring with a thin acoustic underlay and treated it with as much finesse as i could, as i know how brittle it can be. Honestly the worst quality of flooring I've ever installed and it was £20 a square meter so not cheap. I really regret buying this. Delivery date was changed twice from original date chosen and i was only notified when i called the company.. Poor quality and poor service, Spent nearly £500 and NOT HAPPY”

Helpful Report

Posted 3 months ago

Hi Allan, Thanks for your review. Normally if this issue occurs, the most common cause is that the product is not adequately supported underneath, this would normally be the subfloor or choice of underlay. if it clicks down when it is walked on, this suggests it has room to move vertically, ideally it should be installed on to a smooth, solid flat surface so it cannot move. This is an issue linked to movement rather than the product its self. For example, if you click two pieces together on a table or worktop - the end joints will remain in place as they cannot move. Tolerances for evenness in the subfloor are of paramount important when installing LVT products as the engineering of the product is so precise.

Posted 3 months ago

“Ordered flooring payed for it, turned out not to be in stock even though still showing in stock at the time and again when they cancelled my order,went elsewhere.”

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Posted 4 months ago

“Helpful re my enquire, Good quality, delivery not as expected.”

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Posted 6 months ago

“It’s a shame The flooring is noisy to walk on we spent over £2000 on this floor and it creaks on the joints it feels cheap not very happy with the product”

Helpful Report

Posted 6 months ago

“Great product, looks and feels good down. Price was on point and service was great, delivery spot on time.”

Helpful Report

Posted 6 months ago

“The floors are fine but looks like the driver took my sack trolley back with him.. He was kind enough to bring the rolls into the building as I couldn't carry them myself. I went back down after he left to bring the trolley back up but my industrial trolley was gone. I would have happily tipped him but he rushed off and decided to help himself to my trolley? I understand this delivery company isn't the usual one they use - but the service is poor. It was an industrial trolley.. Also curbside delivery is a joke. These rolls are heavy and its not easy to carry them. I'm a woman who can barely lift but was expected to bring the rolls in upto the second floor myself. I asked for a date/time to at least arrange for support from friends/family on the day of delivery to bring it up but all they gave me was a 30 minute heads up which did nothing for me.”

Helpful Report

Posted 6 months ago

“Some difficulty was experienced fitting these together, the finished look, however is acceptable, I would not buy these again, the problem I had was matching the height of the existing floor. Had that not been the case I would have bought a thicker board which I have had success with before.”

Helpful Report

Posted 7 months ago

“Ordering was straightforward. The product looks good in the packaging, but yet to lay so cannot comment on that. Unfortunately the delivery was a bit of a pain. Had to help the guy push the pallet up a slope (which was very heavy with two of us in the rain so maybe should have more than one person doing this). Also then ruined my top with the blue marker pen rubbing off the packaging in the rain as I carried it inside. Not sure if this was written on by the seller or delivery agent but rather annoying.”

Helpful Report

Posted 7 months ago

“Nightmare with collecting items,lack of customer service from employees”

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Posted 7 months ago

“I didn't receive the sample I ordered.”

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Posted 7 months ago

“I went for a thin vinyl. You get what you pay for rips easily and already needs replacing . I collected product and staff were very courteous.”

Helpful Report

Posted 7 months ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,612 reviews