Flooring Superstore Avis 

Asked for a quote, the guy has been to do the measurements and no quote.

Was able to look round the store without any pressure, ordered samples online and they arrived a couple of days later. Couldn’t quite find what we were looking for on this occasion.

Stockton manager from start to finish diabolical not correctly ordering the floor screening so first day of fitting didn't happen. Second day sub contracts did a great job. Third day no beading was ordered or door bar from THE STORE MANAGER which was hard to believe so 3 WEEKS LATER WE ARE STILL WAITING SORRY ISNT GOOD ENOUGH POOR MANAGEMENT SERVICE FOR SOMEONE WHO SHOULD KNOW HIS JOB

Avoid them at all costs! On top of the tiles being completely uneven, we bought them in February and to this day, our floor is still unfinished because one pack arrived broken. They promised to replace the damaged pack, but nobody ever bothered to contact us. We had to chase them up ourselves, only to find out they had accidentally sent our replacement pack to someone else.
Ultimately, after 4 months of excuses, dodging our calls, and constantly putting us off, they finally admitted that the tiles are no longer available and won't be restocked because the manufacturer discontinued them. We wasted money on tile laying because of their negligence, and now we are left with a gaping hole in our floor.

My experience with Flooring Superstore Havant has been incredibly frustrating from start to finish.
I ordered my carpet on 10 July, with an estimated delivery date of 21–28 July. I received no communication from the store to explain that the delivery would be delayed. The carpet was eventually dispatched on 28 August, and I then received an email saying it had been delivered. Assuming the store would contact me to arrange fitting, I waited, but heard nothing.
When I finally called four days later, I was told they didn't have the carpet. After another call back, I was informed it was at a warehouse up north and needed to be shipped to the Havant store.
Eventually, a fitting was arranged for Tuesday 6 October. I cleared the room and ripped up the old carpet in preparation, only to discover on the Monday that the fitter no longer worked for the store. I only found this out because I contacted him to confirm the appointment. The store had not contacted me, informed me of the problem or arranged a replacement fitter.
After more phone calls, another fitter was eventually arranged and attended on 9 October. The carpet is now fitted, and I appreciate that the replacement fitter did attend, but the overall experience has been awful.
The communication has been practically non-existent, I have had to chase at every stage, and I have spent weeks not knowing what was happening with an order I had already paid for. Having the room cleared and the old carpet removed, only to be left uncertain whether anyone would turn up, caused unnecessary disruption to my home.
I appreciate that delays and unforeseen circumstances can happen, but keeping customers informed and managing appointments properly should be basic customer service.
I would not expect to have to do all the chasing myself just to get the product I ordered fitted. The carpet may finally be down, but the service leading up to it has been completely unacceptable.
Based on my experience, I would be very reluctant to use Flooring Superstore Havant again.

If you want poor customer service, broken promises, endless chasing, and months of frustration trying to resolve a simple issue, then this is the company for you.

My problems started from the moment I placed the order, with issues around stock availability, delivery dates, inaccurate invoices, and being advised to purchase an additional six boxes of flooring costing around £600 that ultimately proved unnecessary.

However, it was the returns and refund process that turned this into one of the worst customer service experiences I have ever encountered.

After returning six boxes of unused EvoCore Premium flooring, I spent months trying to obtain the correct refund. I was repeatedly given incorrect calculations, including one attempt to refund only £69.74 for flooring worth hundreds of pounds. On another occasion, they tried to refund the wrong product entirely, confusing a floor bar with skirting.

The lack of communication was staggering. I dealt with multiple store employees, customer service representatives, and managers, all of whom promised callbacks that rarely happened. At every stage I found myself having to chase for updates. Days and weeks would pass with no communication, despite assurances that someone would contact me.

The Drumchapel store manager personally promised to call me back, yet when I returned to the store after hearing nothing, I was simply told he had been busy. That response summed up the entire experience.

One of the biggest issues was the complete lack of clarity around the invoices and refund calculations. Approximately £550 had been paid for additional flooring, yet the documentation provided did not clearly explain how costs had been allocated. I repeatedly had to explain why the refund figures being offered were incorrect, often to different people who seemed unfamiliar with the case and unwilling to review previous correspondence.

Even after customer services sent me a detailed breakdown showing what had been refunded and what remained outstanding, other advisers appeared not to read it. One customer service representative replied to the very email chain containing the breakdown and asked me to explain the problem again from the beginning.

The situation became so frustrating that I had to involve the finance provider. Even they struggled to obtain answers and progress the matter. The case eventually had to be escalated beyond the initial level because obtaining straightforward information or confirmation from the company proved so difficult. That alone should tell potential customers everything they need to know about how poorly this matter was handled.

What should have been a simple return and refund became months of confusion, incorrect calculations, failed refund attempts, broken promises, and constant chasing. I lost count of the number of times I had to explain the same issue to different people.

The only positive I can offer is that the flooring fitter was excellent and the EvoCore Premium Plus flooring itself is a good product, although it marks fairly easily.

Unfortunately, a good product cannot compensate for what was, in my opinion, one of the worst customer service experiences I have ever encountered. I genuinely regret ever walking into this store.

Hi Grace,

Thank you for your response. Unfortunately, it highlights the same communication issues that led to my review.

You state that you recognise the importance of CLEAR communication, ACCURATE information and KEEPING customers updated. However, you also state that you HAVE contacted me DIRECTLY, SHARED the relevant information AND offered a telephone call. At the time of writing this response (14:40 on 09/10/2026), at least 1 HOUR AFTER you put this response in, I have received no phone call, no email, and no invitation to arrange a call via phone call or email. Your statement is simply untrue.

This is exactly the issue I experienced throughout the process: being told that actions had been taken or updates would be provided, only to discover that they had not, or that I had to chase them myself.

The fact that even the finance provider struggled to obtain answers and ultimately had to escalate the matter beyond their initial point of contact demonstrates that these communication issues extended far beyond my own experience.

After months of delays, incorrect refund calculations, failed refund attempts, broken promises and long periods with no communication, I have little confidence that a phone call now would add any value.

Update
Grace called me back and listened to what I had to say. She has advised relevant feedback has been given to relevant people who handled this badly. I can’t say if this has or has not happened but at least Grace called and listened. Thank you Grace

Having the floor fitted was great and the herringbone itself is amazing but sadly we had an issue with edging around the door mattings as the ones they fitted were not great. Wrong colour and plain untreated wood which isnt ideal when they are constantly in use. I contacted Customer Services and have been helped by Demi. She has been extremely helpful with the process and although it has taken sometime we have finally got everything sorted out. Without Demi I think I may have lost my mind but she has been amazing and I cannot thank her enough for finally getting this sorted. 100% happy now. Thank you Demi and also Aviline who helped out when Demi was on holiday.

Really poor quality carpet, bought only a few months ago and sold as hard wearing carpet and the pile is coming out and big holes are apearing daily, contated the company and all they said was it wasnt a manafacture defect and offered £25 goodwill gesture and told me to trim the carpet with sissors, they never offered to send some one to see the carpet, would never buy from this company again very poor quality and customer service

We have used Flooring Superstore for all of our flooring during our house renovations. Both the supply and fit stick down LVT and carpet, and we couldn't fault the service.

Dealing with Adam in store was a pleasure, he was super friendly, and was really knowledgeable, helping us make some informed decisions on what to go for.

We had a small issue at one stage, where the wrong colour carpet was delivered and fitted, but the company were excellent at rectifying this.
Grace, Demi and the team were also a delight to deal with, making the whole experience as smooth, and easy going as possible.

Would 100% recommend, and we will be using them again for future projects.

Order some flooring and since then I have been plagued with this companies emails. It is not possible to unsubscribe so I have contacted the company to request this three times! They do not reply. Therefore I will be cancelling my large order for phase two of my cottage renovation and use another supplier

Keighley store are very good experience , very helpful and friendly , knowledgeable and will definitely use again .

Danny in the Hull store was very helpful. Great selection of carpets.

Great staff, excellent service

Martin in Huddersfield really looked after us. Very knowledgeable and gave us a fantastic deal. Was worth the drive out from Leeds. I highly recommend

Lovely carpet, Wrapped well. The colour I wanted. Lovely and soft on my feet. Perfect for my hall.
Many thanks
Carol

As always, a great selection and price. Fantastic delivery. Always use this company. 10/10

Very helpful staff with great advice

Quick delivery communication is bang on and ease of use. This company is 5stars

Evan provided brilliant service within the store. Patient and went through things. Took the sample outside the door to enable me to see it in daylight too!
Sorted the order out for us quickly and advised of a rapid delivery day so that was a bonus. Other team members need to also be mentioned as they were very personable. Would definitely use the store again.

Awful company. Fitted £4k of floor over uneven subfloor and with no DPM. Told us we were warned subfloor prep was needed - which wasn't true - so we needed to fix it.

After putting in a Data SAR we have conclusive proof that we were not warned and the fitter said before and after install that it would be fine - they still won't rectify the issue unless we pay for all asbestos tiles to be removed, which we can't afford to do.

End result: £4k of broken floor and a company that is totally unwilling to fix their own mistake. We have raised a section 75 with Amex to get our money back as Flooring Superstore customer service do not care. Make sure to always pay with a protected credit card, and exercise rights to your data to expose their lies.