Direct Wood Flooring Avis 

I have had the most appalling experience with this company. I ordered wooden flooring from them in February. It was paid for up front.
The fitters came 27/03/26. The last two boxes were different packaging and the boards inside did not match.
After many e mails and phone calls I am still waiting for the flooring to arrive and get my floor finished.
Twice I was told the flooring was there. I went to the store on Saturday to confirm it was there, only to find it was not.
I have now been given a delivery date 27/09/26. What a shambles this company is.
Do not use them

My experience with Flooring Direct has been extremely disappointing and I feel Head Office and future customers need to be aware.

I spent over £1,500 on an order placed on 7th June at the Staples Corner Branch, with click & collect scheduled for 16th July. The tracking showed my order was out for delivery and then later marked as delivered, yet the branch had no idea where my flooring was. This suggests there has been a serious breakdown in their stock handling process.

Trying to get an update was almost impossible. The store rarely answered the phone and, when I eventually got through to Shak, I was promised a call back after he looked into it. Four hours passed without any update, so I had to chase again, only to be told my order wasn’t on the delivery and they couldn’t locate it.

After holding my money for seven weeks, I was left with no flooring, no explanation and no proactive communication. The customer service from Shak and the team was poor throughout, and I was left doing all the chasing.

I hope Flooring Direct investigates what has happened at this branch, as no customer should have to go through this. Based on my experience, I cannot recommend using flooring direct.

Side note to be aware of for any future customers - you cannot actually speak to someone on the phone, only via live chat who are very unhelpful and you will have the privilege of waiting 2 hours to get through to an agent

Explained my situation that my order had to be delivered on 16 July, confirmed on the 15th. Well needless to say 16th came and went with little ir no concern from tye Sales team who 'only do sales'. As they know I've had to fly to Spain for work, and there is no one to help me. Delivery status has still not been updated. Very unsatisfactory.

Saw what we wanted online, came in and spoke to a lovely guy named Sean who got us set up with the amount we needed plus underlay and delivery with no fuss! Incredibly helpful, had a great experience and absolutely recommend coming in in person for a chat.

Absolutely shocking anti consumer business model, and customer service that treats the customer as disposable. They say on their website that the prices are unbeatable. This is only the case because they rename widely available flooring and mark it up 150% then put a pretend discount on it. Do yourself a favour, ask Gemini what the equivalent flooring is using the fake name DWF have assigned it and you will save £300-£400. When I brought this up they basically told me "so what". I have to swallow the order I have made for the garden room but cancelled the larger subsequent order for the house. Well done DWT. You have your extra few hundred pounds.

Neighbour recommended.
Good experience
Good products
Helpful staff on phone
Ordered online after samples arrived.
Put Evocore in bedroom. Joiner likes that it had attached underlay.
About to fit LVT in kitchen and lounge.

Excellent customer service!! Very quick response! Good quality products! Very happy customer.

Do not trust Simon or James from the Bracknell branch.
Placed an ordered was told it’d arrive by a certain date which was wrong, three times this happened.
Promised that it would arrive the day before our contractor was due to start the work, at the same time added some beading and t bars. Surprise surprise the day before they said they’d call, no call at 3pm so we had to call. Got a lame excuse that Simon was off for four days and he didn’t even order the extra items.
Frustrating isn’t even the word. Bare faced liars, James assured us he would call us in 30 mins three days later no call.
Told our flooring wasn’t in stock, changed it and then got told that one wasn’t in stock but can get the original one.
It also seems they don’t know what they’re taking about as Simon gave us different advice to James regarding the thickness of the flooring.

The website is a little glitchy but worth persisting with as the products are great and if you catch them in a sale the price is amazing too.

Christina on the help desk had to sort out an issue we had and I’m so glad she did as I’d got my sums wrong on the amount of flooring I needed so she prevented me running short before I’d even started! Even managed to find me some adhesive too. Wonderfully helpful and deserves a bottle of wine.

To top it off the delivery driver was lovely too (he does need a new tail lift controller though!). All in all it’s been a pleasure and would buy again.

This is genuinely the worst customer service I have ever experienced, I'm in complete disbelief. In summary: there is literally no service after you've purchased, no real way to contact a customer service team, and no delivery information available anywhere. Don't order from here.

- I called the store I bought the flooring from to the change the delivery date, they said they'd change it, then called back to say actually they can't due to it being under a week's notice.
- So I stayed in all day waiting for the delivery on that date. No message the day before as promised, and no contact on the day. Called the store, all they can see is the delivery date. Tried calling customer service - THEY HAVE NO CONTACT NUMBER. So I joined the very, very VERY long wait for live chat. Got through to be told the date had in fact been changed (to 2 weeks away). And I'd get a message with a timeslot the day before.
- Day before delivery: I didn't get a message with a timeslot, so I tried contacting customer service on live chat. The website has their opening hours and says they're open, but the message on live chat says "We're away right now. Please check back later!"
- Day of delivery (today): I try the live chat. Once again, website opening hours say it's open, but the live chat has the same away message. I keep trying, and finally it opens. The only team available is the Sales team. They can't help. They put me through to the transport team. I wait for almost 30 mins, and the chat chucks me out due to my 'inactivity'.
- I call the store, who tell me they have no number to contact their own company. All they can do is book a call back from customer service. I still have not had that call.
- I go on live chat again. Only team available: Sales. This time I have to queue to just get through to them, knowing they're the wrong team. This takes about 20 minutes. They again transfer me to the transport team. It takes almost an hour to get through.
- Finally I'm through to the transport team. I give my order number, they say please bare with me and I'll check this. I wait. And - I again get chucked out of the live chat. At this point, I've been trying to contact them for 3 hours solid.
- I call the only number I can find. It's the Sales team. I get through to David. I explain what's happened, David says he can't do anything, I push back and say I really need someone to actually help. He interrupts me, with a very blunt tone, clearly irritated by me, and asks for my order number and name. He says he can see a call back has been booked between 10-12 and someone will call me by 12. I express that I'm doubtful of this so would like some sort of resolution on this call.
- This is when David has the audacity to say 'well you've called the wrong team, this is the Sales team. I said okay, please give me the number for the deliveries team. He says they don't have one, only live chat. I said, as I have explained, I've tried the live chat multiple times, it's not working. He absolutely does not care and has no desire to actually help me. I got his name and hung up.

The team at the Stockport branch are nice, and helpful. But there's only so much they can do when they don't even have a number for their own company.

Only having live chat as a means of contacting your customer service team goes against the Equality Act, and, when it doesn't even work, and isn't open when it's supposed to be, it's a complete failure of service for everyone. This company is a complete shambles.

The wood floor I ordered was not in stock. Bronwyn helped with changing the order to a complete match which was in stock and arranged delivery in the timescale I needed

Very badly let down I purchased kitchen flooring and was advised my the company to use one of their fitters , obviously thing to do. The fitter did a good job, but after being away I looked at the kitchen flooring and some planks are a different shade-it’s very noticeable. The store said that is the look 👀, I asked another independent filter and they said it was appalling and that old batches should never be used. Direct Flooring are stating it’s nothing to do with them now as it was a private filter - they recommended and they supply the product! AVOID this company at all costs .

Excellent service, friendly call centre staff. The delivery driver Phil, was friendly and professional.

I ordered flooring online. I've tried to take it from showroom but rep was focused on getting as much as possible from the sale.
The price online was much better than instore. later during the installation became apparent that 4x pack out of 13 are damaged.

And, the entire process since has been exhausting and incredibly poorly handled.

We have now spent weeks going back and forth with customer services, repeatedly explaining the damages, re-sending photographs, multiple times, only to continually receive further requests for more information rather than any meaningful resolution.

To make matters worse:
The installation itself was delayed
We were left without a fully functioning 2x rooms for over 3x weeks
Communication has been almost entirely dependent on me chasing updates myself
I have repeatedly been told calls were made to me despite no missed calls ever appearing on my phone. I've received information that my damaged packs will be delivered after 16x days since the matter was spotted. Finally, managed to collect packs myself from showroom after 12x days with really difficulties.

I appreciate that damages can happen, but it is how a company handles those mistakes that matters most — and unfortunately this experience has been extremely disappointing from start to finish.

I could buy the same laminate flooring from different suppliers. I was just blind ... YOU DECIDE that want go through the same experience as me.

What a horrendous customer experience. If I could give 0 star I would. No integrity and the most unprofessional company I have come across. Do not believe a word any one of them say from the Warrington branch. Ultimately sold our artificial grass to someone else after agreeing with me for collection date. Then sent us on the run around till finally admitting there was no replacement. Be honest and stop messing people around.

Great advice and service from John and Peter at Birtley branch and were pleased with the Villa Natural Oak flooring we chose.Special thanks for the delivery driver who couldn’t have been more helpful.Flooring Looks and feels great.Disappointed that the fitter hasn’t come back to finish one small area despite messaging him several times since April but he’s not responding .I’ll do it myself !
I would still recommend DWF and will use them again

DO NOT BUY FROM THIS COMPANY!!!!

We brought from here after seeing an influencer use them on Instagram. We brought the flooring end of last year when they did an offer but 4 pack for the price of 3. Fast forward to now. Our floor layer started laying the floor and it was lifting constantly. He did some research on this company (I wish we had at the beginning!) and saw how awful their products actually were. He said he would try and make it work and said he would screed the floor and try again. So he did. Only for it to still keep lifting! He then measured each plank and saw it was WAY above the accepted tolerance of the difference widths it can be. Therefore it cannot be laid as it is made faulty. We have raised this with direct flooring and firstly they tried lying to us saying the tolerance was 1% but we had the fact sheet to prove it was 0.1mm not 1% and therefore is faulty. They then accepted this but will only replace the flooring we haven’t opened!!!! How can you accept that the flooring we’ve tried to lay is faulty but won’t then correct the fault and replace it??? How do you know a product is faulty unless you open it and try and use it?? We have even spoken to the manufacturer who is really helpful and wants to get this resolved for us but this company refuses to speak to them to get a resolution! I am so stressed with the anxiety of all of this so please do NOT put yourselves in this position and AVOID this company at all costs!!!!!

We took up on offer on herringbone flooring that meant every 4th pack was free, we were talked through and shown varying products that would suit our house. We ordered it 3 months ago and we said we were t fitting it straight away, they got our order ready for us last week and it’s just been fitted
Out carpenter is impressed with the price and the quality of the product as are we will not hesitate to use them again for future projects and we have recommended them to our neighbours

Second £3000 order of golden oak machined wood flooring just delivered, we've got the sane fitting crew who laid the first lot at the end of last year coming Mon - wed next week to fit this latest lot. They did an excellent job the last time and I'm sure this second batch is going to look just as good. We're delighted.

I received a text the night before to say my flooring would be out for delivery the next day with a three hour window. In the morning, I was able to track my delivery and it arrived on time. The driver was friendly and offered to bring the flooring into the house despite it being doorstep delivery. Have yet to lay the laminate but all looks good. I woukd definitely use again.