Flooringsuperstore 

My order has been delayed twice.

Order of @£2,300 of decking arrived at the beginning of June and some wrong items were delivered. These were returned to the store and I was assured the correct items would be with me the following week. Nothing arrived. Called the store and they sent me a copy of the order for the correct items - wrong! I emailed back and told them they had ordered the wrong items. They apologised and sent through the corrected invoice - only for one of the items instead of the seven required. I emailed back again. No response. I went into the store in Norwich and was told everybody had quit. The man behind the deck tried his best and I told him I had photographed and emailed the correct items required (biscuits and screws) - their description of items is not clear, even to the staff. I received an email saying "Apologies, all sorted, will be with you by the 29th July." Nothing turned up. Went back to the store again and said they had just received an email saying replies to customer enquiries/complaints were taking three weeks. I said I had already been waiting for more than six weeks. I have had decking sitting in my garden awaiting laying since 6th June. Still awaiting for this to be resolved - if ever! Not sure if the company is in financial trouble but would not suggest anyone places a new order.

I placed an order on 15 July at the Glasgow store and requested delivery to the Edinburgh store. At the time, I was assured that it would arrive within one week, by 22 July.

However, by 23 July, I had received no communication or updates. I had to spend considerable time chasing this myself, first contacting the Edinburgh store, who had no information, then the Glasgow store, who were also unable to provide an update, and finally using the website chat service, which took a long time to reach.

After contacting the chat service, I was told that someone would contact me the following morning. I received a missed call but was unable to return it. Obviously they could have reached me via email. I then had to contact the Edinburgh store, Glasgow store, and the chat service yet again to get an update. At that point, I was informed that the item would not be delivered until 29 July. Unfortunately, by then, the project I needed the item for had already passed.

What I find most frustrating is not only the delay itself, but the fact that I had to repeatedly chase for updates. Providing timely communication and keeping customers informed should have been the their responsibility, not mine.

DO NOT order from this store! We ordered the Kalahari artificial grass from flooring superstore weeks ago now. We originally went into the Crewe store and then ordered it online after the link shared from them expired. We have waited weeks for the order, I’ve paid tradesmen and had to let them down, I’ve book time off work for both deliveries. Let me tell you DO NOT order from these scammers! They don’t operate via phones, only live chat. They make false promises to call you back and resolve the situation and nothing. We’ve had 2 deliveries that have both been cancelled. We are still yet to have our grass delivered as it has now been sent to the Lincoln store which is 3 hours away from where we live - can’t they read a sat nav! We have paid £125 for nominated delivery and only been offered £24.99 as a gesture of goodwill for the failed deliveries! It’s laughable! I have offered to pick it up from the Crewe store on my dad’s trailer and they are awaiting the transport team to get back to them - on the live chat of course to see if we can get it delivered to them! We have now been told end of July for a potential delivery date which is way to long! I want it this week. If you can see this flooring superstore you are most welcome to get in touch to rectify the situation as we are still yet to receive it! I am utterly shocked at the situation and would never ever order again from this company and neither should you!! Mr & Mrs Robins

I am still awaiting a phone call after Alivia from the success team asked me to give her times for her to contact me - nothing!!! I’ve sent email after email after live chat after calling stores and still nothing! They are complete and utter time wasters and they are scammers! Do not and I mean this but a thing from there go else where!!

My grass is due to be delivered tomorrow, called the Lincoln store today to see if we are still ok. He told me yes should be absolutely fine. Booked my trades in for tomorrow evening. Oh wait…. I’ve received no delivery text! So tomorrow the grass won’t be delivered as the Lincoln store guy said I would get a text if it’s going to be delivered!! If no delivery tomorrow I want a full refund and I’ll be going to another rival store! Honestly please don’t buy from these they are awful!!!!

Would provide zero stars if possible. Go elsewhere. This company is a total joke.
Ordered and paid for flooring, spoke with sales and was told my order would be ready for collection c.12 days later from my chosen store.
On the day it was ready, I had received no communication about my order so called the store to then be told two packages had been damaged and there would be no stock available for two months.
I finally received an email from someone saying I could choose alternative or wait for the stock. Neither were suitable so requested a refund. I’ve been waiting several days for a response or for them to acknowledge my request. Still haven’t.
They have no customer service contact. Sales are unhelpful in the matter. Their live chat for customer service barely ever works or anyone is online.
Having looked at LinkedIn there are several people working in customer service as well as complaints, yet you are unable to contact any of them.
I wish I’d read these reviews before purchasing. Awful company. It’s a joke the CEO (Dan Foskett) won scale up entrepreneur award in 2020. He needs to completely reevaluate the shocking operations and poor management.
They have taken my money and not provided any goods.

⭐☆☆☆☆ (1/5)

Extremely disappointing experience. We initially selected a budget flooring option, but the staff told us it would take too long to arrive. They recommended a much more expensive flooring instead, assuring us it was in stock and could be delivered quickly. Because we urgently needed the flooring for our new house, we agreed to pay more and even took out finance based on their promise.

They committed to delivering the flooring on 3rd July, so we trusted them and started preparing the house. We removed all of the existing carpets and booked the flooring fitters, as we were planning to move into our new home on 10th July after the installation.

When the flooring didn’t arrive, we called on 4th July and were told the delivery had been postponed until 9th July. Then, on 8th July, we received another call saying the flooring was actually out of stock.

This was completely unacceptable. If the product wasn’t in stock, why were we told it was available and encouraged to buy the more expensive option? We made our decision entirely based on their assurances.

Because all the carpets had already been removed, we were left with a house we couldn’t move into, our fitting schedule was ruined, and our moving plans were thrown into chaos. We had no option but to cancel the order at the last minute and urgently find another flooring supplier who could complete the work immediately.

This caused us unnecessary stress, wasted time, and completely disrupted our plans. Very poor communication, unreliable stock management, and broken promises. I would never recommend this store to anyone, especially if your project depends on receiving your order on the promised date.

Do not use them!
Lack of customer care or communication. I paid extra to get the floor and carpet delivered on a special day. On the delivery day, the carpet was wrong and half of the carpet was missing. No contact or information from them until the delivery arrived. I spent over 2 hours trying to contact them and I found out the whole carpet was wrong and they will be delivered in 12 days' time. It's a joke; communication and experience. I wouldn't trust them. Now I need to manage our installation team as we don't have the products for the job. Do not use them!

Update: they delivered 5 days later the carpets. One of the carpets is 10cm short. Measure as much as possible before accepting the order - sounds impossible, but you'll save yourself some money! Also, hope you don't need to deal with customer care or complaints team - Demi and Sophie are useless!

7 May: Appointment arranged in store for a fitter to come on 10 May at 11am to measure bathroom & kitchen for vinyl. Fitter called to confirm my address and told me he lived under 10 minutes away.

10 May: 11.30am, no show. Called and it sounded like he was still in bed (it was a Sunday). Said he’d be with me asap, arrived at 12.30pm. Measurements taken.

12 May: Placed order in store and fitter was booked to come and do the job which included screeding the kitchen floor on 26 May at 9am.

26 May: 9.30am. Phoned the fitter to find out where he is, no reply. Phoned the store and they said they would contact him and call me back. They didn’t. I called the store again at 11.30am for an update and was told they can’t get hold of him and would arrange for another fitter to do the job and call me back in an hour. 5:30pm I called for an update and was told they haven’t done anything as they’ve been too busy.

27 May: Went into the store at 10.30am and spoke to the manager Adam (whom I’d dealt with from the start). I was immediately greeted with “Hi Kath I’ve got some news for you”. Really, why didn’t you phone me then when you opened at 9am, why have I had to waste my time and fuel driving to the store. Apparently the fitter had been rushed into hospital…skeptical about that on the day after a bank holiday Monday that was roasting hot, but whatever. Arranged for another fitter to do the job on 29 May.

29 May: Fitter is a no show, excuse after excuse going backwards and forwards on text. Arranged to come on 3rd June.

3rd June: Fitter arrives and the awol fitter who measured in the first place measured wrong. Was able to do bathroom floor but needed to order more vinyl for kitchen. Also was told it didn’t need screeding.

3rd June: Kitchen vinyl ordered, fitter told me it would be available from the store on 10 June.

4 June: Advised fitter of the days I’m available for the job to be done.

15 June: Texted fitter for an update. Left on read and no reply.

16 June: As 15 June. I was out of the UK from 6-18 June, however my husband wasn’t, the job could (and should have been done).

22 June: As 15 & 16 June. Called the store and spoke to Martin who happened to be a regional manager and got more done in 5 minutes than the store manager had in 6 weeks. Fitter called me and apologised for ghosting me, he’d been ill apparently. Appointment arranged for him to come on 25 June, he said he would call me an hour before to let me know he’s on the way.

25 June: No call from fitter (as agreed). Called the store half an hour after he’s not showed up. Adam (store manager) said “I sound different”. Annoyed would be more accurate, he said he would contact the fitter and ask him to call me. Had to put in a second call to get a call. Fitter called me to say he’d been texting the wrong number with his updates. Apparently he was struggling to find the finishing product which the floor needs in order to fit the vinyl. This is now 4pm and realistically it’s not happening today. He did agree I’ve been let down and messed about (that’s more than an understatement) and arranged to come on 26 June.

26 June: No call from fitter to say he’s on his way (as agreed). Texted him half an hour after he failed to show up when he said he would. Replied to say he’d been on a job he didn’t want to do and it was taking longer than expected. How professional! Confirmed he’d be with me asap. Job was finally completed. Fitter asked to take some photos to send to the store (proof of completion) and decided to announce he doesn’t get paid from them for 3 weeks. And there lies the problem. No incentive whatsoever to turn up to jobs as they are not employed by Flooring Superstore.

Absolutely shambolic service from start to finish. Can’t fault the flooring but the Manchester store is beyond dire in terms of customer service. Manager talks the talk but has zero customer support skills. When I spoke to the regional manager on 22 June, he said I’d receive a call from the store manager to apologise and also a call from Head office regarding the whole diabolical situation. Still waiting for both it’s now 30 June.

One thousand percent do not recommend.

I purchased flooring instore on the 3rd of March and was told that the delivery would be between the 10th and the 13th. I was then told it would be getting delivered on the 18th of March. At that point I decided to cancel and asked for a refund, they got back to me and said that they would be in touch within 4 hours...that was 3 days ago. I honestly feel as if I've been conned

This company are shocking. They dont send people out to measure they just go on customers pictures and measurements.
Self employed fitters that they use then charge extra when they arrive for beading/door bars etc which isn't discussed at the point of order you assume its all included in the costs.
Then there isn't enough flooring because the survey isn't done properly and they didn't attend before ordering saying if it isn't enough they will provide at no extra cost to say we now have to pay for the extra that is needed.
The fitters are turning up to jobs and having to sort out all the extras they need and the cost mounts up to alot more than you are originally quoted.

Very pleasant sales staff at Lincoln showroom. I gave them my rough dimensions of the hall and kitchen. They sent a fitter to check my measurements but based the price on my paced dimensions. As a result I overpaid by nearly £1000.
The fitter was good and efficient but to be fair he was being paid £30 a square metre.
After fitting there was nearly 20 square metres of flooring left over. Firstly they refused to take it back saying that I was over the one month deadline but I had told them three times that there was material to collect. They then took £70 off my refund to collect it and didn't give me an allowance for the extra fitting paid for.
They never reply to emails and there seems to be no communication between the store and the Head Office.
Eventually they did repay £338 of the extra fitting charge, my calculation was it should have been £600 but since they don't reply to emails I'm not making any progress with that.
So make your own mind up. Would you trust this company? I have never been treated so badly by any company and I would advise any prospective customer to walk away.

Avoid! Placed an order in store for Lino which was due to be delivered on Tuesday. Delivery driver arrived with only the glue and no Lino saying it wasn't in the warehouse and we should contact the store. Called the mobile number on the website which doesn't connect! Only option was to send a message. Meanwhile our fitter was preparing the floor ready to lay the lino. Adam called me back and said it wasn't their issue and it was a customer service issue and they would call me within 3 hours. Nothing. I messaged again and no response. Messaged again yesterday and Adam called me back. He told me again it was nothing to do with them and it was down to customer service. I however could not contact them myself. He told me the same story that customer service would call me within 3 hours. Nothing. So I have paid for goods I haven't received and a Lino fitter who couldn't complete the job.
The store fails to see that they are responsible for the goods they have sold
me. They weren't the least concerned and certainly no apology. Disgraceful.

For gods sake avoid this company !
I have had to get a refund after being messed about for two weeks. Our daughter has a small flat and we wanted two small carpets and underlay. Only one carpet and two underlay delivered. The other carpet was on the van, but driver wouldn’t let us have it saying the reference was different. This meant changing the date for the carpet fitter who was coming Monday morning .The next delivery day came and after waiting all day, we checked the tracking and it said unsuccessful delivery - it turned out the carpet was not on the van and had gone missing.
There is also no help. We phoned the shop - once they have sold you the carpet they are hands off and you are left to the mercy of website live chat.
Please do not put yourself through this. Avoid avoid avoid!!!

We haven't bought anything from them at the moment but the assistant Janet was excellent, so helpful and knowledgeable, lovely lady 😀

If I could I would rate them 0. Avoid this shop on all cost. They are useless, the carpet came to short for both of my bedrooms and it’s stuck in my house now !!!! The worst company I ever had to deal with in my life!!!!

Went into Ashford to get some ideas and prices. The staff were very helpful and friendly. They offered a quote but were not pushy and allowed us time to decide.

Do not use this company, we ordered wood flooring from the Doncaster branch mid July, paid up front then waited for delivery. We were told it would be with us in a few days. So we waited and waited. We had a message 5th August, there had been a problem, the flooring we ordered had gone out of stock. We could expect delivery 12th August. Still no sign of our flooring on 24th August. Phoned the store and was told we could have a free upgrade (due to the problems we've had) if we chose something from the loft range. We chose the vintage flooring. Were told by "H " (if that's even his real name)" That's fine no extra charge just pop down to the shop choose the colour you want and I will sort it out for you"
When we got to the shop "H" seemed a bit put out that we had actually turned up. He ushered us to the samples then immediately turned his back to attend 2 customers who had just entered the store.
We asked where the vintage flooring was. We were told that it was engineered not laminated we couldn't up grade to that.
Then his attitude got even worse. He said if you want a refund you can have it. When asked why he had said the loft vintage was ok with no extra cost , he said he didn't say that. I started to tell him I heard the phone call and he was now lying. He shouted at me "I'm not talking to you I'm talking to E!" My partner got very angry at his attitude. Told him to have some respect and not speak to me in that manner. He shouted several times " Leave the shop" we said not untill we have the contact number of head office or the co director. He said he didn't know head office phone number or the name of the CEO and carried on trying to get us to leave. He then called 999 to bring the police to us . I cannot believe how he lost control and tried to make me and my partner look like the instigators of the problem. I am 74 and my partner is 64 . Do not use this company. !

Ordered a carpet from the Edinburgh store what a mistake that was! I was advised that someone would come to double check room measurements, they never appeared! Carpet fitter failed to appear even after continual chasing over several days. The staff in the store were useless and just came up with pathetic excuses. The Store Manager was just as useless, promised to call us back but just went on his annual leave instead. We had to arrange for the carpet to be fitted ourselves. Had to chase for a refund for the cost of fitting and that took several weeks! I am just sorry that I had to give them 1 star in order to write a review.

Appalling. We paid and they didn't order the floor so it's not going to be available for two months now. This is after repeated assurances they were going to be fine with our timeline. I'm seething and they are an absolute shamble. They were also not apologetic at all about their screw up.

I got the service really great and had good understanding of product and was recommended about which would suit the best customer service was so good that I was really happy even the leftover packs were collected with just a call and it was very smooth and sweet