Frank's The Flooring Store Avis 449

needed a new carpet and went in to browse, when i returned later that day Colin recognised me and came to help.
he was very knowledgeable and really friendly and helpful providing great guidance.
Whilst at the till Warren was also really friendly and provided 5* customer service.
They couldn’t have done any more to help us and we would 100% return and recommend to our friends to come to the store

4 years ago we used Franks to fit our carpet - sales was great, the fitters were atrocious. Came in and straight away asked for a drink and when provided it was replied with no thanks but 'What no biscuits?' For context my mother had passed away the day before, so no, there were no biscuits in the house.

They continued to blast music, plug their phones in to charge (thanks for the charger BTW as you left it) and generally just rude. We understand when nature calls you need to go to the toilet, but please replace the toilet roll that was literally right in front of you when you empty the roll.

4 years later we thought we could trust Franks again, again sales were good but the fitters again not the best. We didn't have the rudeness as before, but the carpet has gaps all around the perimeter - some fit snug, and 90% gappy. We were told we must have had laminate down as the skirting is too high - I've lived in the property since it was built, never had laminate before and other carpets have fit ok.

If you know half-way through a job it will be bad quality, surely you tell the customer and ask if they want them to continue? The customer service after this was non existent, with no one taking blame or trying to rectify it - we submitted a form to the area manager, but 4 weeks later, no response.

It's hard to recommend a company that has been trusted twice and failed twice at both customer care, quality and just providing a good outcome.

Bought some laminate flooring at the Stockton store. They were very quick to request a good review even before we bought anything! At the time of buying the flooring we were unsure about the beading. However after speaking to the fitter we decided we would get some. We went back to the store and were told "oh we don't do that beading any more". I said it would have been good to know this at the time of buying the flooring. 2 weeks later I am still waiting for a call back from them as they were going to speak to the Manager to see if they could help in locating the beading. I took it upon myself to source some - was actually in the shop across the road from Franks! A much better service from them. We will probably look there for the carpet that we need.

Steve in Stockton store is fantastic, very supportive and took the time to explain the best options for us and our needs.

Darlington store. Materials were fine but the fitting was horrendous. Had them back multiple times to refit LVT tiles that had not even been stuck down and damage was caused to other floors they admited they had issues with fitters but stopped replying when we asked about sorting the issues.

Delivery charge after spending over 500 (Obvs not paying that) and then I've got to ring a list of contractors to come and fit the floor.

Brilliant customer service, saved us a lot of money, so glad we went, beth was fabulous so helpful got everything we needed thank you so much

Excellent customer service, Steve was amazing for his help with choice of carpet and friendliness, he was outstanding. Definitely recommend to future customers and we will definitely return.

Really helpful, knowledgeable staff, not at all patronising (which I've had elsewhere/another company as a single woman who had done her own measurements🤔,I walked out!)
Len at the Bishop Store was brilliant, with a good sense of humour, very relaxed transaction.

Steve was brilliant, very polite and professional. Gave us time to look over all the different types of carpets.

Very good high recommend

Many thanks

Tina smith

Warren was fantastic during our visit to franks Sunderland today - very helpful with carpet choice & kindly put it into the car!!
Excellent service & brilliant price - 5* service. Very polite, helpful and welcoming whilst Instore!!! I’d highly recommend coming here!

Ian was great help and got us good quality carpets.

So helpful. I have Asperger's, but it was a pretty simple process. Very helpful customer service. Thanks for all the help. Really appreciate it. 😊

Amazing customer service Steve was brilliant with assistant me on picking my flooring
Lovely flooring thank you so much

We came in for flooring for our first home and Steve and Beth were amazing! Found what we wanted straight away and we were on our way. Highly recommend!

We went to Franks to purchase carpets for a range of rooms in the house. Steve was extremely helpful and offered a range of advice with regards to carpets that would work in each area. Steve offered a great price and we were extremely satisfied with the service.

Steve was a great help. Excellent customer service.

Warren at Sunderland was so helpful and knowledgeable helped me pick a stunning carpet and underlayer. Thank you so much warren

Superb experience, we were given great advice and an even better deal. Ask for Len, what a gentleman!! (Bishop Auckland Store)

We are very impressed with the advice from James. He was very professional.