Flooring Superstore Avis 22 295

Ordering carpet samples was easy. They were followed up by a phone call from Ben. We sought him out when we went to store. He was very polite and despite being new in role he came across as very knowledgable, talking us through the colour and quality options. We would recommend the Cheltenham store.

Re order M900610212 placed on 9/4. Was told in Oxford store that click and collect was not possible, even though they showed me customer items inside the door. I placed order to include fitting and was told to expect call the following day. Today is 19/4 and I have still not received a call, despite me phoning to chase this up. After I left the store I checked website that showed click and collect available so I returned to ask why I had to pay £84 for 2 packs Lino for home delivery. I was told if I placed the order online for click and collect it would immediately be cancelled. The following day I used the chat feature for customer service. After taking up much of my time, it was agreed by a regional manager that I had not been told the truth and I would be receive a postal cost refund. Within minutes I received a call from the salesman that served me, saying he would process the shipping cost refund and email receipt of this to me. No email was received. He also informed me that the fitter could collect the product from store. He had told me during purchase that they do not dispose of old flooring . However, I have just read online that they don’t remove flooring. I sincerely hope this is not the case or I will be cancelling the fitting service. I wouldn’t recommend a company that lies to customer in store then fails to communicate when they say they will. It’s 10 days since I placed order and no fitter has phoned to come and measure and I have no idea when flooring will be fitted. Very poor experience.

Very professional and knowledgeable, listened to our needs and addressed our requirements with politeness and understanding.

Really great service. Flynn was very helpful . Flooring really good quality..

Definitely will recommend the quality of the carpet and satisfied with the outcome when the carpet was fitter . Excellent job well done 💯

The delivery was realy shocking. Guy was rude and left pallette at front of door. Didnt even take pallette and left it. I was like i wasnt told delivery was like this and he quite bluntly said its not our problem you shouldve asked whilst you ordered. His behaviour was shocking!!!!

Would not recommend or use again. Delivery days came and went with no delivery phoned only to be told it was cancelled, not just the delivery date but the entire order.
Another delivery date given and no delivery. Finally got delivery but beading, underlay and door thresholds missing. Fitter didnt turn up then fitter said shop hadn't phoned him to get date for fitting. Another fitter arranged and went beyond to lay the flooring. Messed about by showroom and original fitter. Was going to be chaged for underlay that had already been paid for. Total sham. Steer clear.
Ty to the new fitter that went above and beyond to help.

A positive experience from start to finish, the shop staff were extremely knowledgeable and helpful, the gentleman who came and measured up was polite and the fitter was friendly and did a brilliant job, will definitely use again.

Firstly the shop was open on Good Friday. I stressed that the carpet had to be fitted by a certain date; the lady rang the fitter and verified this would happen, and it did. Futhermore the fitter helped me by collecting the carpet, rather than me waiting in all day for a home delivery.

Good quality but expensive delivery and collection charges not transparent up front, ended up feeling ripped off compared to online competitors who offer free delivery

Great service. Good job.Super soft carpet.

The delivery side is shocking.

Easy to navigate on website and always great value and delivery was excellent

I already had been sent one of two samples. The second wasn't available so opted for first choice
Ordering went through ok.
Delivered and kept up to date on times.
We had some boxes over but rather than return for refund we decided to continue with the flooring into hallway.

From start to finish we were really happy with our experience. Help in choosing what we wanted, delivery sorted out, a call to say we were due a credit because we needed less than expected. Credit processed really promptly. Today Jamie laid and fitted. Wonderful job and really helpful with any questions

Samples arrived quickly and as described.

All as requested. Well packed and diligent delivery driver.

We bought an eco core floor for our kitchen from flooring superstore last year and was told it would strong durable and easy to clean. We also got their recommended fitters to instal it.
I have to say it was a complete waste of money, the fitters that they sent just rushed the job because they had other jobs to go to and as a result made a really bad job of it leaving us with a floor that bounces every time you walk on it and big gaps in between the floor and kitchen cupboards. In addition to this they made substantial damage to our brand new kitchen.

This happened nearly a year ago and we are still waiting for it to be put right, we were promised it would be rectified this week but the fitters didn’t even turn up, with now communication at all and no way of getting any answers from flooring superstore, they are just ignoring my messages.
I guess my only course of action now is take legal advice.

Would never use them again and wouldn’t recommend them to anyone either

Wow possibly one of the worse companies I have had the misfortune of dealing with at first all was good I visited their Bishop Auckland store ordered some grass sales manager was very good , delivery arrived on time all seemed good but that’s where the good ends !!!! I actually ordered two offcuts of grass one 5 x 4 m and one 6 x 7 m I fitted the first 5 x 4 all was good fitted great and great quality then I went to fit the 6 x 7 m only to find the actual roll was 5 x 3 ok I thought mistakes happen perhaps a picking error at the warehouse , called the Branch spoke with Billy (area manager) he told me sorry don’t worry we will sort this it will be a picking error, great I thought I’m in good hands 3 days pass no communication I called into the branch to be told that the grass has been discontinued but don’t worry they will replace all the grass and even let me select a grass that is up to 20% more expensive again great I thought I was getting somewhere …. Introduce their dismal customer service team WOW not a clue no phone number to call they only respond to e-mails (1 per day does seem to be the max capacity they work at - however they could be forgiven given the fact lists of people seem to have issues maybe they are at capacity) fast forward a week with no resolution (apart from they can only replace the 5 x 3 and not the 5 x 4 (I mean what planet do they live on thinking I would be happy with unmatched grass sections) ok so this is about the time I’m getting feed up I go back to the branch and agree sod it just refund me the difference between the 30 square meters ordered to 15 meters actually delivered this was agreed and they also agreed to refund the delivery charge (least they could do given the disruption right?) then they told me this would have to be done by customer services (deflated again) today they finally offered a small refund of £80 are they actually taking the piss completely gone away from what the branch agreed - so if your happy with potentially losing hundreds of pounds and many many hours of backwards of forward emails and conversations at branches then absolutely this is the company for you however I would suggest you completely avoid and use a company that actually cares about their customers you have been warned !!!