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Factory Direct Flooring Ltd Reviews

4.6 Rating 9,611 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

Company Reviews

Product Reviews

4.6

Based on 9,611 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Total disappointing they take you extra cost to delivery on time and after the order half arrived 4 hours later than I pay it and the other half my order I need to run to pick up because them do not care how important the trader the time So if you don't want surprise better to order some other supplier but NOT Factory Direct Flooring George Harman”

Posted 6 days ago

“The surface pattern of the flooring is quite weak and wouldn't recommend putting heavy furniture on top or let children play with toys on the flooring”

Posted 1 week ago

“Incompetent on another level especially… Incompetent on another level especially the aftercare team, im pretty sure aftercare team which only comunicate via email and not by phone is some sort of chat bot, only answer bits of what you ask and lack the skills to actually sort the issues out you raise!!! waiting for a delivery on 28th of May as they advised us would happen,did not turn up or actually bother to advise that it was not coming, yesterday 1st April chase and told no idea why its not been delivered but will be delivered 2nd April, 2 packs arrive badly damaged which courier advised after sales at Flooring Direct Flooring were already aware of but failed to advise me. Aftercare team asking me to maybe use damaged wood as offcuts ???? send them pictures of two damaged packs, one of which clearly shows the inside of packet and all the sides of each plank damaged, despite this we have to now take all planks out and take endless pictures of damaged planks as the pictures are not exceptable...... instead of simply replacing two packs they want to replace individual planks ???? you have already held our project up now you want us to dance for you to earn the privilege to replace the flooring you delivered damaged and very late!!!! I have supplied and fitted flooring for customers for over 15 years this is simply the worst customer care experiance I have encountered by any flooring company, I would strongly recommend not dealing with them as they scream incompetant!!!!!”

Posted 2 weeks 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.”

Posted 2 weeks ago

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

Posted 3 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.”

Posted 1 month 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”

Posted 2 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”

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.”

Posted 3 months ago

“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.”

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

“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”

Posted 6 months ago

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

Posted 7 months ago

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

Posted 7 months ago

“My order hasn’t arrived and I’ve not received any updates.”

Posted 7 months ago

“Wasn’t delivered on time Most of the pieces look like seconds with discolouration on the end of the planks. Not as good as bought previously from another company”

Posted 7 months ago

“Avoid, Avoid, avoid. So called delivery date was August 31st, it didn't arrive, I had a message every day for four days saying out for delivery and nothing arrived, I told them to cancel my order and give a full refund, that was on Monday 4th September and they told me it would be in my bank in the next 3 to 5 days 😡 Today Monday 11th September I emailed asking about my refund, their reply " the goods have made their way back and the refund has now started" They knew I didn't have the goods as the delivery company said the so called driver was "sick" and had to finish his shift early, what's the excuse for the other 3 days? Avoid this company like the plague and the delivery company they use should be shut down. I will be reporting this company to my bank and trading standards.”

Posted 7 months ago

“The product is good the delivery was ok but after sales is extremely poor. You need to read all the T&C because if you buy 20sq m of flooring which is extremely heavy and your wife hates it you have to return the items yourselves. To have a courier do it was £236 cheapest other than that it’s free if you take it back to the warehouse in Tim Buck To. Had to buy new flooring so have got old flooring here and going to try to sell it. Never again !”

Posted 7 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.”

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

“The floor only looks good, the floor is very squeaky and we even removed it and put it on again and its still very loud. Not really happy”

Posted 8 months ago

“Delivery was delayed was told on the last minute, customer service communication wasnt good”

Posted 8 months ago

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Factory Direct Flooring Ltd is rated 4.6 based on 9,611 reviews