Direct Wood Flooring Avis 

Excellent service received today super happy with my floors. If you look for great prices and excellent service look no further and give this guys a call!

I have given them 1 star , The product and fitting by Ian is brilliant 5 star , the customer store and Ashford store is 0 star, placed order in February , had to wait to may, store over ordered, got it reduced, but they didn’t reduce fitting cost , when I realised this Ashford store a man blamed a girl who left she did the order, no she didn’t I have emails from him with is name on, no female apart from myself was in the store , calls are recorded , then phoned back last week to say he didn’t say that , he is like a child , then blamed the man who sat next to him, several calls between us none of which went well. You can’t speak to head office live chat only, I returned skirting this week , now being told no refund, as done , not true I have had a call from head office and an email from a lady at head office confirming I am due a further refund , but today head office deny this and say it’s not due, I have not raised a complaint with financial ombudsman to get my money back, as I have the proof I am due, be aware they do not issue complaint numbers ignore emails and no one really interested , shame as the product Is excellent but be aware of grief if you have an issue be prepared to be ignored and the truth not be told ,

Excellent from start to finish. I inadvertently ordered wrong flooring and it was replaced without any fuss and at no extra cost to us. Flooring is great quality and looks fabulous 👌

Very One proud happy customer have purchased many packs of flooring from the shop in Orpington salesperson Billy was so amazing and helpful had 3 room rooms in the house done delivery was marvellous The guy who done the self levelling and laying on the floor which was a subcontractor. From One Step Flooring Ltd done an extremely amazing job very clean worker reliable on time and a very professional job. I would definitely recommend the store to use him much more.

Great flooring easy to put together and good quality

The girl I was dealing with was very helpful and tried to get us the best deal possible .we went and got the flooring ourselves as it's only just over a hour from our static caravan .

Second time I've had herringbone laminate from direct wood flooring. Easy to order online or go to the showroom in Birtley as I've done before. John was very helpful when I called with a query. Delivery was prompt and at a time that suited me. Would recommend.

Staff were helpful, very knowledgeable and kept in touch prior to delivery.
Great service 👍

I went to the lakeside branch, I knew what I wanted so it was a simple experience, the lady was polite and helpful. I had to wait a couple of weeks for delivery but it was worth it, delivered to my door, once I opened a pack the quality was amazing, it’s now being laid and looks fantastic, I would recommend DWF to anyone.

I want to commend Jen at the Carlisle sales office for her excellent customer service. She has gone above and beyond to make sure I get my refund - chasing customer service several times to collect the incorrect flooring and process my refund.

To Management: take note - Jen should be acknowledged for her professionalism and her skill at delivering a magnificent level of customer care.

I honestly do not know where to begin with the level of frustration this experience has caused.

We ordered flooring for our bathroom after selecting a specific grey-veined tile in-store, only for completely different flooring to be supplied and fitted. It later became apparent that the in-store display/labelling had been incorrect, something the store themselves acknowledged to me over two weeks ago.

Despite this, 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 exact same issue, re-sending photographs, providing packaging details, batch numbers and SKU information 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 bathroom for over two 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

The most frustrating part is that the issue itself appears to have been identified internally quite some time ago, yet no urgency has been shown in actually resolving matters for the customer.

At the time of writing, we are still waiting for collection, replacement and refitting arrangements despite weeks of disruption and inconvenience within our home.

I appreciate that mistakes 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.

Could not of gone to a better place to get my wood flooring, staff were very helpful and friendly

The lamimate I bought from direct wood flooring is a lovely colour and I'm happy with the finish.

However I was really disapointed in the colour match of the scotia beading and despite talking about it no plates were added to my order. While I could do an exchange of the scotia beading this would take weeks, and I would be charged fees for a refund.
Quality stuff, but make sure you can see samples of every little finish if you want a good result.

The guy in the store had amazing knowledge which helped massively, we ended up going for EvoCore premium for the underfloor heating rooms and a quality laminate for other rooms, both are simply superb but the EvoCore is on a different level as it has to be either one of, or the actual best flooring there is. Delivery was great and the let us know every step of the way. Great service 👍

Horrible experience. Delivery driver broke the pallet and dragged my flooring. He also left it super far from my flat and refused to bring it closer to my door. Not only that, they only delivered HALF the order and signed the receipt themselves.

Had one of the very few showrooms to go and see the product (apart from only really Tapi). So prioritised viewing their range. Visit went ok but on a bank holiday weekend the sales folk were obviously bored as they kept trying to make non-laminate related conversation. I get need to be friendly and generate sales but I don’t want to hear about how bad your shifts are and when your next holiday is. From 40 min visit I think we only spent 10 mins looking as kept getting interrupted with inane conversation.

First time buying laminate so I'm also disappointed in myself in falling for imminent end of sales / deals pitch.
Offer expected to end at end of bank holiday weekend and we were still looking online at 10pm. So did an order (albeit one we did actually like) to avoid losing deal. At that point really disappointed to see such high delivery charge £100 and really long lead times - nearly 6 weeks !! Checking afterwards average is around £40 but thought we were losing deal so lumped it, didn’t want to pay for delivery and went with collection.

Felt a bit conned next day when saw deals had been extended and checked competitors to find similar products and lower charges and delivery in around 5 working days. Which seemed to represent the actual standard. But he-ho you live and learn. But I receive confirmation emails of order and then email saying delivery can actually be done 1 day earlier. So as far as I am aware its' all hunky-dory.

Waited and planned stuff around collection date. Day comes and no updates. Called store and they can see order but don’t have any updates. What annoyed me was sales dude on the phone kept saying if I'd ordered from him directly he could have done something. I don’t care. I have ordered from DWF. You are one unified company. I don’t care about your sales or commission structure. I'm annoyed, no one can give info and all I'm being told is I should have done something different. I wouldn’t have cared if we were talking about 1-2 days being out but I've waited and planned around this for 6 weeks. So you've basically messed up my collection.

Tried customer services the next day who essentially confirmed something had gone wrong with the order and put a rush on it but still would be another 5 working days. Asked if something could be done to change delivery from collection and potentially reduced cost or complimentary delivery. Nope, nothing. I'm even more irate as in the interim I've done an order for a different room from UK Flooring Direct, got online discount, free delivery due to it being a large order and fitted it all in the same timeframe !

So I'm sorry DWF you gave me a get out of jail free card. I happily cancelled on the spot. I've waited 6 weeks and I've received no benefit. Knowing I'd could order the same day from UFD and have it home delivered in the same timeframe. It may be small issues to get irritated over but why should I give you my money when others have done what is expected ?

It took about 4 attempts for us to finally receive a correct invoice after they included items we don’t need. Was advised delivery would be 29 April but didnt arrive. Finally came on 13th May and delivery man fabulous. Liv was good trying to sort out order. To be honest considering we only ordered 10 composite boards it was extremely hard work getting invoice right and delivery so it would put me off ordering something larger. On a positive, the store manager was helpful and the delivery man great. The product was good too when we finally got it.

Excellent service best price and quality prompt delivery on date as promised used them twice now and would not go anywhere else

Great customer service, delivered on time and in good condition. Pleased with quality of engineered wood.

Extremely disappointing experience from start to finish.
We provided the store manager with the correct room measurements of 35m² and trusted his expertise to calculate how much flooring we needed. Based on his advice, we were sold 40 packs.
Once the work was completed, both we and our fitter were shocked by how much flooring and underlay was left over. I then used the company’s own online guide and discovered that only 28 packs were actually required. We were left with 11 unopened packs, meaning we had been sold a hugely excessive quantity unnecessarily. In fact, my order number was exactly the same as an order I had placed 3 years ago, which further supports my claim that the store manager just mindlessly duplicated the previous order without any calculation whatsoever.
To make matters worse, I paid for a two-man delivery service but only one person arrived, leaving me having to help carry heavy flooring myself before I had to call and request another person be sent.
When we queried the excessive oversupply, customer services initially refused to help because we were slightly outside the 30-day return period due to the installation taking longer than expected. After speaking to three different people, the company finally agreed IN WRITING to accept the return, although they still wanted to charge a 10% restocking fee for flooring we never should have been sold in the first place.
We then arranged transport and personally returned the flooring to the store on 6th May 2026, where a staff member confirmed receipt of the items. Shockingly, no receipt or paperwork was provided for the returned goods.
Now, after already accepting the returned flooring back into store, the company has changed its position again and is refusing the refund altogether, telling us we now need to collect the goods back from the store ourselves.
The constant back and forth, poor communication and complete lack of accountability has been incredibly stressful and unprofessional. We placed trust in the expertise of the store manager and instead feel completely let down.
After reading other reviews mentioning similar issues with overselling quantities, I would strongly advise customers to avoid at all costs!!

Edit:
Despite lots of back and forth and consistently being told "no", customer services have now processed my refund. One of the most stressful experiences with a very poor customer service team. Will definitely avoid in future.