Direct Wood Flooring Avis 

Bemi was very helpful when fitter cut my alarm cable from front door

The most unprofessional customer service department i have ever dealt with. After the floor was laid terribly with gaps all over, we were fobbed off that they were expansion gaps. We have been fobbed off for over 2 months which took a toll on my mental health. Liaising with customer services was painful and at one point i thought we were talking to a robot, as they didnt listen or understand what we were saying. When speaking on the phone they were defensive and again, fobbed off it was expansion gaps. To call them cowboys is an insult to cowboys!

When we went to the shop we didn't have a clue what flooring wanted ,the sales man came over and asked what budget we had ,then pointed us to what we could afford. we then gave measurements that we had done picked flooring he then gave us the advantages of what they could help us with which was discount fitter to come out to make sure measurements were right fitter contacted us the same day to book me in and the job was done the only thing I could say was for beading to be fitted that is extra which they don't tell you.my experience was five star ,helped us all the way through the whole process,I will not be going to any other flooring shop so happy thank you .

Went to the store to see what we wanted and the lovely sales man ordered samples and gave us a quote went back in to order and was offered the delivery date that we wanted flooring arrived as ordered and on time thanks for looking after us

I wish there was a no star option in all honesty. There was a catalogue of errors so it’s easier to list:
1. Wrong colour door bars
2. They sent a mixture of pack widths, 10 packs ordered - 7 packs of 150mm and three packs of 180mm
3. Replacements Delivered to store when should have been delivered to Home
4. Random length packs included a high proportion of 30cm lengths plus many other shirts lengths that took 6planks to span 3.8m
5. Poor aesthetic due to the amount of very short lengths
6. Finally, they have terrible communications and repeatedly “guarantee” call backs which don’t happen for days.

We cancelled our second order as everything that they could get wrong - they did!!

So, the good bits first, from the outset Anthony at the Ashford showroom was faultless. Great advice and excellent customer service. The follow-up was also good, everything worked to plan, the measuring, the delivery and the fitting. We are absolutely delighted with the result.
But --- the admin was bewildering, we received an initial order confirmation but after that with some changes and returns (because of over-ordering, quality was good all round) we received nothing. In desperation, Anthony emailed me to confirm what was going to happen - and it did.
In the end I can't fault them, they did everything right, with the exception of head office communication. It needs sorting.

We were sold wood flooring at £5207.07 and we were livid to discover only days later they had a sale on and we lost out on £1860! Their response was basically tough, deal with it, but I would not buy unless you shop around and wait until the wood you want goes on a sale as otherwise you can lose out on a lot of money like we did. Won't be buying again from Direct Wood Flooring.

What an awful company. I ordered some wood flooring that was sold as being made in the UK. When the order was delayed by over a month (which I wasn’t actually notified about- I found out by logging onto my account the night before the original delivery date to find the date had been changed) I was told this was due to shipping the flooring and the delays in shipping being seen globally….strange when the flooring was sold as being made in the UK. When the date was again delayed I rang to cancel my order- there was a lot of pressure to just order different flooring from them (not sure why I would based on my experience so far…). Then I was told HQ would have to call me to process the refund. I missed a few calls with being in meetings but no voicemails were left stating how to get back in contact. So I called the only number available online only to be told it had nothing to do with HQ and the store should sort it. I told them the store has said it’s HQ. A week and a half on and no sign of a refund or any help being offered and not date for delivery. What an awful company - no way to get hold of anybody if you want to solve a problem.

The decking is great quality and the staff were very helpful.

Customer service has been great, were a bit short on laminate flooring and guys were very accommodating and efficient to get this ordered and delivered, and even one damage pack during delivery. Good quality flooring and great price too. Used before and definitely recommend.

Great selection. Purchasing was easy. Unfortunately 2 packs were damaged but customer service sorted a replacement quickly. Will definitely recommend

Hi, I have just built new resin deck in my garden and needed some end caps to finish the deck off. Direct Wood Flooring had just the right product that I needed Absolutely great, the product is fantastic and finishes the job, it looks great. Will definitely use your company again.
Thanks

I had an ongoing dispute regarding what I considered to be an excessive delivery charge, £104 for 5 boxes of Evocore. After much backwards and forwards on email Bronwyn took ownership and solved the problem.
It is a great product, but the dispute was starting to take the shine off my enjoyment of my new flooring. I am now fully enjoying it and will use Evocore again on future projects.

Easy ordering, the lady worked out how much flooring we needed. The delivery was also easy ,the driver rang before he got to us and carried all the flooring in.

We bought flooring for the whole of our downstairs floor of a property we are renovating after a visit to the Birtly shop.Stsff there couldn't have been more helpful and said they would jold onto the flooring until we were ready.Due to some delays with contractors we had to put back the delivery even further, which the staff at the helpdesk helped us do.
The staff couldn't have been more helpful.
Finally the flooring wass delivered earlier this week and we love it.
Due to the quantity involved it arrived on a pallet. Unfortunately the transport bands ad been tightened so much that they clearly cut into the cardboard packaging of two of the boxes.
Upon opening them there were a few damaged plants in the two packs, so after another chat with Kim at the help desk another pack of flooring has been ordered for delivery without any quibble.
Excellent customer service and couldn't want anything more

Very pleased with the purchase and fitting of our flooring.

I don't often feel compelled to write reviews but on this occasion the continued failures and incompetence from the team based at Orpington, and the post sales team, is so much that my experience needs to be documented for others to see.

We arrived in store early March with the intention of buying flooring for our new living room. We found a colour and style we quite liked, making that purchase the same day. We liked it so much that we made a decision a few days later to call back and ask them to add on extra flooring for us to use in the study. This is where our issues began.

When giving the dimensions of the study to the consultant on the phone, initially he tried to sell us about 4 boxes more than we needed. It was only on my own calculations and raising it with them that he realised he had made an error. If I was less diligent i would have been overcharged by about £300. I then called back to add 2 radiator covers to the order. This I thought would be simple for the gentleman to add on, but I had to call back 3 times(!) across several days for him to finally process this and send through email confirmation. A number of my calls were not even answered, they just let the phone ring out. Appalling customer service.

The item arrived 3 weeks later and upon opening the box we were horrified to see that the flooring was not click-lock, which is one of the main factors upon which we picked the item. The salesman in store on the day we purchased it ensured us this was a click-lock flooring. This error meant the installation time and fee would have tripled for us, which of course we were not happy with whatsoever.

Naturally, we called the store to tell them this and they informed us that the in store manager who dealt with this sale has since been 'moved on' due to repeated failure and 'eff ups' (this is the exact language used by the person I spoke to on the phone). We were then told that they would not be able to deal with any of the return and refund themselves as that is dealt with by the post sales team.

Now, you are not able to speak to anyone from the post sales team directly (hugely helpful, a great idea for customer service) and need to go through a live chat option. I explained our predicament to them and they acknowledged their error, saying they would waive the collection fee and send a van to pick it up from our home address.

That collection was due to happen today, so when I received a call this lunchtime telling me they had been sent to the store to collect it instead, you can imagine my frustration. I have raised a new query and complaint, through the chat bot again, and collection is now scheduled for next week. Let us see if that happens. A not insignificant amount of money is still out of my account until collection and refund is processed and this delay has confirmed with me that there is no chance we will ever use this company again. I would advise anyone reading this to consider other options for their flooring.

3 Bedroom Carpets and all the trimmings. Delivery 2/4/26 fitted 9/4/26. Didn't happen. Delivery now 14/4/26 fitted 15/4/26 10:30. Carpets delivered fitter 6 hours late. Fitted 1 carpet said not enough grippers and doors had to come off. 16/4/26 12:00 doors off £75. No fitter showed stated having to source grippers be with you 17/4/26 first thing. No show. Went to shop to complain at 11:00. 12:00 back to shop as no-one answering phone calls. Currently 3 bedrooms empty for 15 days waiting for carpets all living downstairs. £75 for carpenter wasted and needs to return £75. Grippers underestimated by shop I need to pay for more £20. Attempting to get this resolved somehow. Bedrooms empty carpets lying on stairs everyone absolutely fed up. Wish we had never ventured to this outfit.

We have had the WORST experience with this company.
We ordered 26 boxes of flooring and underlay earlier this year. It took 6 weeks to arrive (initially told 4).
When the fitter arrived to put the floor down, none of the pieces would clip together securely, and even when a second flooring fitter tried it, we had the same issue. Tried multiple rooms, different boxes, it just wouldn’t fit together.
We contacted the customer service team on a Friday, who advised we could either use live chat or get a callback on Tuesday.
We tried live chat whilst we were awaiting a call back and were asked to provide evidence of the fault. We sent videos and pictures, only to be told they couldn’t be opened so we needed to ring the Stockport branch and get a WhatsApp number to send via WhatsApp instead. (No details provided, we had to go and source this information ourselves).
We did this, and Stockport said they couldn’t do anything with that, forwarded them over to customer service again and said they’d request us a callback, again.
We are now 1 week in to our complaint, we have not received any of the callbacks we’ve been promised. Our emails are being ignored, and we are stuck with 26 boxes of faulty flooring.
Based on the service alone we have received when trying to resolve an issue, I would strongly advise nobody buys anything from here, because if there’s a fault, you’re on your own.
The customer service process just sends you round in circles, presumably hoping that we’ll give up and just not deal with the fault. Awful service, would definitely never ever use this company again.

Samples delivered today , not only was the parcel delivered to another house not ours, the box was all damaged, I’m sure there should of been 4 samples inside but was only 3 upon opening the box and the sample missing was the colour we think we wanted, the parcel didn’t even have our house number on so has gone round the street before getting to us, to be honest it’s a not a great first impression on the company and we will be taking our business elsewhere