Frankscarpets Avis 

Franks Carpets Chester Le Street. I have used this store 5 times now over the years a consistent and excellent service. Good Value for money and very efficient.

A week or two before Christmas my husband visited the Newcastle Stamfordham Rd branch of Franks. He wasn't buying a carpet, just a metal connecting strip, but he said that Dale, who served him, could not have been more helpful if he'd been buying half the shop. It turned out that we didn't need the strip after all but then Christmas intervened and we could only return the strip in the New Year. We were quite expecting to be told that we'd left it too late to return it, especially as it wasn't faulty, so it was a very pleasant surprise to be given a full refund without even a quibble. It was a really good example of great customer service.

We have been to Franks carpets in Bishop Auckland. We were greeted by Julie. Who helped us choose a stair carpet. Julie was very helpful and pleasant. Arranged a visit to our house to measure the stairs. A date for the fitting. It was because of Julie that we decided to buy our carpet from Franks. Thank you Julie.

Great service at Franks Stockton. Hannah was very helpful and took time to talk us through options. Good range of carpets and prices. Thanks

Trustpilot asked me to give Franks Carpets more information on my review which I posted in May 20230 tried to contact them so Phoned the Bishop Auckland Branch who I had sent emails and telephone calls previously. Spoke to a lovely lady explained the Franks had asked for more information and that carpet and underlay was from the Crook branch. She said she would look into my complaint. I then got a phone call from the man I dealt with at Crook the most aggressive obnoxious man I have ever come in contact with. Told me he wasn’t interested in reviews I told him he supplied a rubbish product to what I paid for. He told me he said to tell the fitters to stop the job I said I told the fitters that but carpet was almost being finished and they said they were going to complete the job he then said I was lying I said I wasn’t but he became aggressive I put the phone down and contacted the lady I had spoke to earlier at the Bishop Auckland branch and said I wasn’t happy with the phone call from Crook branch she told me she had the same nasty conversation with him but would get the manager to call me when he’s at work.

Purchased carpet and underlay from Franks carpets in Crook County Durham. Insisted on Tredaire red underlay, spoke to Franks to see if it was a morning or afternoon for the carpet to be fitted this was the day before the carpet was to be fitted. Fitters arrived queried the underlay was told it was the same as the Tredaire. Spoke again to Franks in Crook was told they didn’t have the underlay I paid for. The underlay was the cheap half the thickness of what I paid for, after arguing with him he eventually refunded money for underlay but have been left with a carpet fitted with inferior underlay. I had said to him why when I rang you yesterday did you not say the underlay was not available I would have waited, he said possibly I should have told you Spoke to Franks general Manager at the Bishop Auckland branch who told me he would get it sorted I still have not heard from him. I feel cheated by Franks at Crook I think he is despicable I wonder if he treats other customers the same way it’s not acceptable this company is not to be trusted

I moved into my property 4.11.21 and got stair carpets fitted around about December/January after 4 weeks they started lifting and crimping I complained to franks they came and checked said the carpet was faulty and replaced it. 10 month down the line it’s happened again exact same issue with exact same carpet at less than 1 year old. Someone came to check said it’s definitely not right we’ll get it sorted, 2 hours later phone call from the receptionist saying the manager won’t do anything because it’s “wear and tear” on a carpet that’s less than a year old and with only myself and a 6 year old living in the house. Complained through franks and heard nothing.

So … where do I start
My elderly disabled mother ordered new lounge carpet and kitchen flooring through Franks South Shields, we did not have any trouble at this time.
We also arranged to have the old carpet from her previous house uplifted and refitted in her bedroom and passage as it was relatively new. It was explained to us we would pay for the labour. Just as before we did not experience any problems at this time.
My mother was worried about the new lounge carpet being fitted as we could not remove the 3-piece suite from the sitting room. The furniture was too big to move to any other rooms but we would remove any of the smaller pieces. At this point, we went into the store to explain this in person. We explained we could not remove the 3-piece suite from the room, to which the salesperson replied, “No problem, - we will work around it.” This was a big relief to my mother and put her mind at rest.
The morning of the carpet fitting the worker arrived. He stated he ‘can’t do that - It’s a 2 man job’ At this point he laid the passage carpet and apparently took pictures of the sitting room which showed the 3-piece suite in the middle of the room, a coffee table, a glass computer table, and the remanets of carpets. The remanets of the carpet were actually placed there by himself from the passage . Furthermore, the coffee table and the glass computer table were to be moved once the kitchen lino had been laid.
He then left stating it was a 2 man job! – to be fair didn’t really have an issue with him
Mam contacted the shop and was told it would be an extra £30 for a 2 man team to come and arrange to fit the sitting room carpet – which surely the Sales guy should have known that when we visited the shop and arranged accordingly and mentioned if there was an extra charge.
I contacted the shop and the Sales Guy “Oh I was waiting on you ringing” on the defensive straight away! I am a professional woman and stated that you are charging my mam an extra £30 for a 2 man job . We specifically came into the shop and said we could not move the 3 piece suite out of the sitting room and you said you “would work around it”. He then stated and this is the bit I cannot believe “you can either suck it up and pay the £30 or we are at a stalemate” !
I then said well we clearly are not having a professional conversation are we and that I would now prefer a refund and he said no you can “suck it up” and “ you can quote me on that” (which I am) and pay the £30 or we are at a stalemate and you are not getting a refund! To say I was shocked would be an understatement!
So my 75 year old disabled mother had to ring and stated she would “suck it up” and have to pay the extra £30 (why do old people always pay everything in full)
The fitting day arrived and the 2 fitters arrived and couldn’t have been more pleasant and helpful if they tried and did a great job.
I rang to speak to the Manager of the Store to let him know of my experience , but the Sales Guy said it’s you isn’t it Mrs XXX daughter I stated its Mrs XXX and can I speak to the Manager please – he basically said so I could hear its her! Its Mrs XXX daughter – to which the Manager stated he would not take my call.
To say I am flabbergasted at the Customer Service is an understatement – I cannot believe the way I and my mother have been spoken to treated in this manner.
How many other old ladies have been spoken to and treated in this way who do not have daughter to speak up for them and have to just “suck it up” never again will I ever or my family shop at Franks, and for the Manager to not even take my call is deplorable – Customer Service at its best - I think not!

Neaver ever buy a carpet again customer service is non existence just crap bought carpet from the Northumberland part shop in Newcastle upon Tyne

Having shopped at Frank’s Carpets in Darlington for many years , I saw no reason not to visit their Alnwick branch when I moved home .
BIG MISTAKE ! Myself and my wife wandered around the empty showroom looking at carpets for our new lounge … I am talking high end carpets … There were two scruffy men behind a bit of a desk , they watched as we struggled to turn some of the carpet samples over . At no point were we asked if we needed assistance or advice .
When we did approach the desk we had to wait while the men finished their conversation/ jokes . And that’s what our experience was … A JOKE !
What a change to excellent service at Darlington ! This branch is seriously bad , beware Frank ‘ , they will lose you a lot if clientele. At least I knew that the company is usually ok , but had this been my first encounter with Frank’ s , then it would certainly have been my last . Come on , pull your socks up !!!