Direct Wood Flooring Avis 

Truly Terrible Experience

If I could give this company zero stars, I would. Wrong amount of flooring and beading ordered twice; fitters who didn’t arrive at all; fitters who arrived late; promised phone calls that didn’t happen; customer services who are uncontactable at best and inept at worst: I could go on and on and on but I am exhausted and frankly bored of fighting them now. I will never use this company again.

Bradley at the Keighley store was outstanding. He clearly knows his trade sold us LVT and gave us excellent advice including aftercare and fitting

They sold the order I had with them to someone else.And I had to choose something else for my floor

It's taken almost 2 months to almost get an order, that I paid for, but alas no floor. Total incompetence from start to finish, including sending floor & accessories to 2 different locations. Promises of home delivery, compensation gave then removed, endless emails as there is no phone number and hour long queues to get through on chat service, requested calls not followed through. Don't give them your hard earned money, they don't deserve it.

We were sold our flooring at cost price because Direct wood flooring messed up our order. We then ordered more flooring and when it was delivered realised they had sent us the wrong colour. Our compensation? £10.00. needless to say I have no faith in this company, and find them to be incompetent. How you can offer to rectify a problem only to cause another problem is beyond me.

Extremely disappointing and, frankly, misleading experience with Direct Wood Flooring at preston.
I selected an engineered wood flooring priced at approximately £65/m². At checkout, Scott presented what appeared to be a substantial discount, reducing it to around £30/m². In reality, no such discount had been applied. A completely different, inferior and considerably cheaper product, already retailing at around £30/m², had been substituted without my knowledge.
As the products looked similar, I was completely unaware of the substitution.

Presenting a cheaper product as though it were a heavily discounted version of the premium flooring I had specifically selected was incredibly deceptive.

Cancelling the order was equally frustrating, involving poor communication and contradictory information. The entire experience completely undermined my confidence in Direct Wood Flooring.

Communication was poor, delivery was late, talking with customer service was inflexible and similar to dealing with a sack of bricks, my only recommendation would be to buy from anyone else, the product was fantastic but absolutely nothing to do with direct wood dipsticks service

I am absolutely disgusted in this service!!! I have spent alot of money on flooring to be sent the wrong one!!!!! Nobody in their customer service team is adequate enough to answer a simple question and told call backs!!!! Its been a week and I have not managed to even speak with anyone!!!! I have also lost deposit because I have had to cancwl the fitter!!!!! DO NOT USE THIS COMPANY!!!!

Second time ordering with this company. Flooring the first time was lovely but I had awful problems with delivery, they gave me a date and I waited in the house 8 hours for it just to be told the delivery driver had worked over his hours and would not be able to deliver it. This happened 4 days in a row. This second time I thought I’d have it delivered to a showroom to avoid that issue as I did like the flooring however it was not delivered. When contacted no one could tell me where it was , the live chat kept closing, tried contacting the sales number as there is no other number on the website and all I’ve been told is that I’ll receive a call back which after 5 days I’m still yet to receive. I’ve tried asking them to just cancel my order and refund me so I can just buy elsewhere and they’ve now told me for that to even happen I need a callback to approve the refund. Terrible customer service. Would not recommend to anyone.

If I could rate a negative number, I would.
I wish I were a billionaire so I could start a charity to donate funds to help people buy their flooring from literally any other company to save them from reliving the absolutely awful experience I have had.
I could write a long review detailing the exact scenario of what happened, but why don’t I save us both a bit of time and give you the highlights.
If you’re keen to spend your hard earned money on: gaslighting, delays, being lied to face to face, additional charges, wild amounts of incompetency, an infuriating customer service team and more lying to round off the experience, then this is the company for you. I have waited over 3 and a half weeks for their customer service team to even acknowledge my email asking for help, and their response was to ignore everything I said, and inform me I had to pay even more fees…

Honestly, I wish I paid the extra ££ and ordered from my local flooring company. Save yourself the headache… do better than I did!

DO NOT TRUST THIS COMPANY

You can not even speak to a real person, had to go onto live chat properly about 40 times, each time i was promised i would get my refund and i would receive an email with an update. Did not receive any updates, this company is lies. I did end up getting my refund in the end but that is only being i spent weeks and weeks chasing for it and was contacting live chat nearly every day for 2 months.

Here’s my experience with that company.

Ordered wood flooring on 06.07.2026 for a pick up from one of their shops in Manchester.

09.07.2026: email from them saying they do not have the stock (despite saying the opposite when we ordered it online) and that it would take 2-3 weeks to get it.
10.07.2026: email saying they have it in stock after all and that the goods will be ready for me to collect on the 15th.
15.07.2026: I go to the shop to pick it up, and first am told that they do not know anything about that order (the person says he just came back from holiday and does not know what is going on) but checks the stock, the flooring is supposed to be there.
We check it ourselves (the warehouse is ridiculously small), it’s nowhere to be found. They apparently have no clue of what’s coming in their own shop.
I am told that they can’t call the main office because they don’t have a number for them and need to go through a live chat themselves to get information here. I tell them to call me back when they know what is going on.
21.07.2026: only after me sending an email on the 15th, I receive another email saying that the goods would actually arrive on site on the 21st.
After hurting my back and some time off, I contact the shop on the 5th to tell them that I will be picking the goods from them. I am told then it isn’t there (again, it never arrived) and that they thought I already picked it up from them. It is the same person I met on my first journey to the shop, he was coming back from holiday again, and again, didn’t have a clue. I am told now that the goods would only come back in stock in October ! send an email: no reply.
06.08.2026: I go to the live chat to cancel my order. Wait there around an hour. Ask someone to cancel it, am told it is done and that I will receive an email within 30 minutes. 24h later, no emails whatsoever. Send another email: no reply.
07.08.2026: go back to the live chat to ask for confirmation that they cancelled the order and processed the refund: am told their system is down and that they can’t access my account but that he will personally write the email as soon as it works again. At the end of the day, still nothing from them.

I will leave draw your own conclusion here.

One of the worse companies I have ever dealt with in my entire life. There is no links no numbers no one to contact it’s all fake. They sell you the item and when they do they act so nice to you you would think it’s too good to be true and it defo is too good to be true. The mk branch contact number is a mobile number how is that even possible. Tried to contact Luke the manager at the store very rude very unhelpful when he was selling us the item he was like the nicest person you would ever meet. As soon as the deal is done he is rude cuts the phone off acts like he doesn’t know you. The item is in my house half done half just left there and no one cares. I have dealt with many companies but this is the worst I am stressed I’ve cried so many times my mental health is at its peak. So please do not come here. The company is so hard to get hold of. Extremely hard. I AM TELLING YOU DO NOT COME HERE YOU WILL DIE OF STRESS I AM CURRENTLY DYING OF STRESS SAVE YOURSELF

Great customer service by Sam in lakeside branch.

Be very careful when you purchase products from this company especially if you are fitting it yourself or getting someone to fit it for you. The reason I say this is if you return a pack that you haven’t used they only buy it back at 50% of the cost due to a 50% restocking fee that is charged. It will be in the small print somewhere but it’s nice to know this before you order anything.
Personally I think it’s a rip off and I won’t be using them again 🤬

Excellent quality flooring, thankyou

Dealing with this company has been a nightmare. We paid extra to have nominated day delivery only for it not to arrive on that day. The company made no effort to contact us and inform us of the problem delivering our order (apparently the drivers legal driving hours ran out mid delivery, which I've never heard of happening before with any other delivery I have ever gotten) and instead we had to sit waiting in a queue for a live chat for 2 hours (as there is no phone number to ring) after the order did not arrive in the specified slot.

The company was not apologetic about this at all and only offered us a laughable 50% refund on the fee we paid for nominated day delivery. The delivery failure completely throw off our building works schedule as the soonest day they could deliver was almost a week later and after we had booked the fitting service for - this cost us £100s.

Then, once the day for redelivery arrived, we got a notification that the delivery had been moved AGAIN back another week. No attempt to contact us and check that date worked; no offer of compensation. We are now waiting in queue AGAIN for hours to try to get some compensation from this horrendous company.

I certainly won't order from here again and I hope you consider elsewhere too. I can't comment on the quality of the product itself since they have not been able to deliver it... (We ordered Sorrento Vanilla Oak Laminate boards)

Everything they say on website absolutely true.so easy to sort out in shop not even 5 minutes. got everything we needed free measuring very happy definitely going back for my upstairs.plus the staff very helpful 👍

My experience from beginning to end was great... The sales person Ahmed at Staples Corner, Brent Cross London was very knowledgeable and very helpful.. Made my experience effortless and put me at ease. The floor got delivered on time and it was easy to track my order..Only one little negative comment, the delivery charge of £125.00 I felt was too high.. Especially if you have just ordered flooring which was over £2000.

TERRIBLE EXPERIENCE

1. When I bought, I took a credit arrangement. A couple of weeks later the store asked me to go back to the store - they needed to do the credit agreement again. I asked them to cancel the first. They did not cancel it. It took 2 weeks of calls to the store (lovely people but they cannot do much) and customer services (lovely people but don’t do anything) to get the first agreement cancelled - but only a couple of days before they started to claim the repayments.

2. The fitters found a lot of curved boards in the delivery. They tried to use these for the awkward bits but we ran out of usable boards.

3. I chatted with customer services online on 9 July and explained the problem. They ordered a replacement pack and told me that it would be available to collect on 18 July. I called the store and they claimed it had not been delivered - despite their system showing that it had been delivered.

4. I chatted again (with Luke) on Customer Services online Monday 20/7. Ordered another pack for me, told me it would be in the store on 24/7. Guess what??? I called the store - system says it has been delivered - but there was no flooring for me.

My flooring can’t be completed. The fitter has been waiting to get paid for 2 weeks. I’m really unhappy with a partially laid floor and a grumpy fitter.

I think this company are shambolic. I cannot recommend and I am not looking forward to the chat with them on Monday