Ordered a sample a month ago, paid for delivery. Nothing. Phoned two weeks ago, explained that my sample hadn't arrived. No apology or explanation, I just got told, literally 'send us the email with the order details on' and then had the phone put down on me. Sent the email, and just phoned now to be told that the flooring sample I ordered on their website, that I paid for, that I have waited a month for, isn't available as a sample. Almost felt blamed for ordering the sample. Well, guys, I'm not going to order flooring without seeing a sample. And even if I get a sample from somewhere else, I'm not going near you with a bargepole. If you can't handle a small order with reasonable communication, with politeness and with efficiency, I have no reason to trust that you would do so with a full order.

It doesn't take much to respond to an email, does it? Ifran, if you care about your business, just start behaving like its a caring business. Nothing really went wrong as such, but that's not to say the process wasn't stressful. Ordered Sunday, email arrived Monday simply to say my flooring would arrive on a pallet, kerbside, on Wednesday. I replied politely to praise the prompt action but to point out no-one would be onsite on Wednesday, could we do Thursday? NOTHING. Two more emails... NOTHING. Not from Ifran, and not from any courier. Wednesday came and went and there was no card through the door to suggest anyone had called...so I arranged for someone to be there on Thursday, in the HOPE someone MIGHT turn up. As it happens, they did.... but we saw from the Delivery Note that no change had ever been made and we assume the courier had a wasted journey on Wednesday? A real pity. Customer relations doesn't need to be like this.

You can measure a company by what happens when things go wrong. If they work with you and are reasonable that is the best you can ask for. Well, THIS LOT DO NOT CARE!!!!! They are cheap which is great if they get it right first time but they didn't. I purchased tiled effect laminate flooring using their calculator (as I was a bit short of time) - big mistake. Being tiled you cannot use the off-cuts and the calculator does not take that into account so we were a pack short. We contacted them to buy the shortfall but were advised we would have to stump up for the entire delivery charge again - they wouldn't even consider going halves. Despite providing photographic evidence we were rudely told we had measured it wrong or done the cuts wrong. (I can assure you this was not the case - I am well versed in laying floors and have never hit this trouble when doing my own calculations). The chap in charge, Ifran, then ignored all further emails and calls which left us with no option but to go elsewhere. The reviews here are accurate and I really wish I had checked them out beforehand. In the end I went to another provider who have got favourable reviews and are as reasonably priced. I only bought the additional pack I needed, which sadly arrived damaged. However, I did not need the entire pack and emailed only so they were aware it had happened. Without further ado they sent me a replacement pack free of charge - I didn't even ask them to!!! Do not use this lot - go to another and check their reviews first!

BUYER BEWARE: NEW DEFINITION OF SOLID WOOD Bought 20m2 of 'solid' oak, only to discover it is basically random lumps of base wood, glued together with a thin oak veneer. They ignored my initial email of complaint so had to call them twice. They agreed to take it back - not a gesture of good will - but THE LAW. Unfortunately because it weighs 300 kg, it will cost me £100 to return it, something I am sure is not lost on these guys. As I cannot afford to foot this loss I am forced to install an inferior product to that which I bought and paid for. On another note, the courier delivered the goods, not to the house, but the street, leaving my wife to humph it in before it got soaked or nicked! In summary, avoid buying anything from these guys as they're product descriptions cannot be believed

Poor quality laminate. Requested refund for damaged unusable boards 2 weeks ago but I am still waiting. Delivery was expensive and delivered with no notice resulting in nobody being home. Avoid this company.

I ordered floor samples and received a wrong ones. So I asked again for the ones I wanted - neither reply to my email nor samples ever came. Avoid those unprofessionals.

Ordered and PAID for flooring that they don't even have and has been discontinued.Why are they still advertising it then?.I asked for my money back and was given a terrible attitude,so glad I paid through Paypal so eventually I will get my money back.

I ordered wooden floor and Beading from this company it arrived damaged they ignored me for 2 weeks then said that it didn't get signed for as damaged I told them it was in black shrink wrap I couldn't see it then they said well it had cardboard on its edges so it couldn't be damaged lol then still didn't do anything about it now I'm having to claim my money back thru paypal after I pay £50 to get it delivered back to them. If I was you I would stay well away there attitude is disgusting and if it comes damaged don't expect your money back

Ordered some laminate for my family home, was hard to choose as there was so much variety. ordered paid and delivered quickly so my fitter had plenty of time to fit. would recommend to anyone.

Had a damaged pack of flooring in my order. Rang 6 times and emailed twice. Kept getting the runaround. Told to use damaged ones where cut offs were needed. Unprofessional attitude. Got the feeling they knew that there was a damaged pack delivered. Will not use again. Had to get very assertive to get replacement.

Ordered 18m sq White washed Oak solid wood flooring for £500 and told not available. Then given a choice of Natural Oak brushed and oiled solid wood flooring. When it arrived noticed the box states Solid Oak flooring in bold letters but on the small print states Solid Structured Oak. What you are buying is Engineered flooring at a solid wood price. If you ever need to sand and reseal the floor you will have a problem as the top Oak veneer is very thin. No response from there customer service when emailed.

waited in three days now for their carrier and still no delivery as promised , will not answer emails sent messages

Hi, I was pretty worried when I ordered, based on all the previous reviews. I went for a go anyway and crossed my fingers to not have to deal with the customer support. I've ordered Sunday and got delivered Wednesday, I took time to double check all the packs, the delivery man was fine with this and really helpful. Only 3 pack out of 29 had slightly damages on the side, but nothing to really worry about. I'll definitely use floorsdirect.co.uk again for the value! My only bad experience was with the follow up after I've ordered the samples. I got a sample which was not matching the website, the one I wanted to buy at the end, when I've asked more details they told me to call, I've asked again and they never replied.

I placed an order for a pallet of 15 packs of 8mm light oak V groove flooring on 09/08/15 and paid in full. The expectation was for a delivery on or before 14/08/15. However the company contacted me to advise their existing stock was damaged. They offered to send samples of alternatives prior to the 14/08 which to date have not been received. I was advised on the phone that they were to receive additional stock and could supply before the bank holiday weekend at the end of august. This failed to materialize as did the samples of alternatives. I was then advised that in a delayed response to an ebay message that shipping in the week commencing 07/09 was to occur. This also failed. I then requested they supply an acurate expected shipment date but no response was received. I then asked that they deliver within 3 days or issue a refund. I still have received no further contact, no expected shipping date, no samples, no refund and no appology or explanation. An ebay and paypal claim is now in progress and a solicitor is ready to make a small claims application as this has already delayed the sale of my property by more than a month and has presented significant aggrivation and inconvenience to myself and those in my property chain. Damien.

Absolutely useless. Requested and paid for a sample. They sent wrong type. Requested they either send the correct sample or refund my 99p. No answer or response. Well you just lost an order for £750. Stay clear as they plainly don't give a monkeys about customer service!

I placed an order for laminate flooring and the product itself was great quality, but the customer service of this company was the worst I have ever experienced. I contacted the company to enquire about returning the laminate (as it was not right for my home) and I was told that they would not accept a return. This was despite the fact that I had made contact within the allotted time specified in the terms and conditions on their website. Every person I spoke to gave me a different excuse for why they would not refund my money. It was only after calling the company repeatedly that they finally agreed to abide by their own terms and conditions and accept my return. However, they insisted on keeping 10% of my refund to cover their initial shipping cost which is not stated in the terms and conditions. I would not recommend this company to a friend and I would advise anyone to avoid at all cost. Yes, their prices are good, but if you change your mind you will lose time and money trying to return any products to this company. This company was unprofessional and rude and failed to returned phone calls and emails on several occassions.

They promised us free underlay when we ordered and then simply didn't supply it, when we inquired as to why they were just not interested in talking to us. Its is not a great deal of money but if this is there moral compass I would just stay well clear. UPDATE : now there calling me a lier ....this company just gets better and better