Absolutely shocking customer service. Was to receive my flooring today, and have not received it. This has put my customer out with no flooring and job will no longer be able to be done this wee... Voir plus
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Lisez les avis des autres
I recently purchased some Karndean flooring from Frankly Flooring. The initial attraction was the competitive price, but the follow-up process made them top notch. Millie was in touch soon after t... Voir plus
L'entreprise a répondu
Credit where credit is due. Very easy ordering process. I can highly recommend Frankly Flooring and their prices are very good. Simon was very helpful to sort out a payment issue quickly. (Payment we... Voir plus
L'entreprise a répondu
As a flooring supplier & installer myself I must say Frankly Flooring has come up trumps on a few occasions supplying Amtico & Karndean at prices cheaper than my wholesalers & delivered in record time... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Magasin de revêtements de sol
- Magasin de moquette
- Magasin de design et de décor intérieur
- Vendeur de meubles en gros
- Magasin de rénovation
- Fournisseur de bois et de laminés
Écrit par l'entreprise
Frankly Flooring is a family-run flooring store with over 20 years’ experience in the trade. We supply top household flooring brands — including carpet, laminate, vinyl, engineered wood, and luxury vinyl tile (LVT) — at unbeatable trade prices. Our flooring is delivered directly to your door anywhere in the UK, making it easy to transform your home with high-quality floors at great value.
Coordonnées de contact
Unit 9 Newbury Works , BA3 5RX, Coleford , Royaume-Uni
- 01373 812250
- Sales@franklyflooring.co.uk
- franklyflooring.co.uk
4,4
Excellent
184 avis
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A répondu à 85 % de ses avis négatifs
Répond généralement dans un délai de plus d'un mois
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Réponse de FranklyFlooring&Furniture
thank you for the review!
Great product delivered on time..
Great product delivered on time... all dealings with this company were positive !
10 avril 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
thank you for the review its much appreciated!
Awful customer service.
Ordered on the 18th April,after a week of no information, rang to find out when to expect delivery.Was told Friday 2nd May,I rang again on Wednesday 7th May to ask why it hadn't arrived, and was told they had forgot to order it.
I asked when to expect delivery,he said he didn't know!
Had to cancel order as we can't wait any longer, and don't trust there competence. Now we have to start from beginning to source new flooring.Buyer beware.
Extremely poor service.
18 avril 2025
Réponse de FranklyFlooring&Furniture
Dear Gill,
First and foremost, we're truly sorry. Reading your review was hard because everything you've said is completely fair—and we take full responsibility for the experience you had.
We’re a small, family-run business that’s grown very quickly online, and while that growth has been exciting, it has also brought challenges we’re still learning to manage. In this case, we made a mistake—we forgot to process your order, and that’s on us. It wasn’t down to anyone else. We didn’t try to shift the blame or hide it from you, because that’s not how we do things. We believe in being honest, even when it means owning up to an error like this.
We understand how frustrating it must have been, especially when you were relying on us for something as important as flooring for your home. Not only did we fail to deliver what you needed, but we also let you down when you needed clarity and reliability. For that, we are deeply sorry.
We’re currently taking real steps to improve—bringing in more staff, tightening our processes, and working hard to make sure mistakes like this don’t happen again. That said, we know that doesn’t change what happened to you, and we completely understand why you lost trust in us.
If you're ever willing to give us another chance, we’d love the opportunity to show you the level of service we’re truly capable of. In the meantime, thank you for your honest feedback—it helps us get better.
Warm regards,
Simon
Frankly Flooring
Horrendous customer service
Please do not order from this company. From their website they claim 'customer service is our greatest passion' which is laughable. I ordered some flooring which took 10 days to be delivered. I wrote on the delivery note to not send a HGV for delivery but they did anyway. Upon receipt of the flooring one pack was ripped and damaged. We refused to accept it and sent it back with the courier. Upon contacting frankly flooring immediately with the issue I was told they needed the pack back and to send a photo of the damage which I did. I then heard nothing so chased and after several emails going backwards and forwards I was basically told I was lying as the courier company had said we accepted the order (I have multiple pieces of evidence to the contrary). When I tried to explain how I was being inconvenience by them sending a faulty product I was told my room was usable as I had laid the rest of the flooring! They have done nothing to rectify the problem and are involving me in their dispute with the couriers. Their complete lack of action has now led to me doing a charge back. I feel as if I have been treated like a criminal who is being dishonest when I am in no way at fault. Their approach to customer service is completely bizarre and I would encourage anyone reading this to not touch them with a barge pole.
23 avril 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Thank you for your feedback, and I’m very sorry to hear about your experience. Please accept our sincere apologies for the inconvenience and frustration caused.
We understand your disappointment regarding the delivery and the condition of the damaged flooring pack. We appreciate that you notified us immediately and sent a photograph of the damage. We also regret that there was a discrepancy between the courier’s confirmation and your own account, and we absolutely do not intend to suggest dishonesty on your part.
We acknowledge your frustration with how this was handled. Our intention was never to make you feel disregarded, and we’re truly sorry if our communication fell short. While we did need to retrieve the item and confirm its condition with the courier to process a replacement or refund, we understand that this process may have caused further inconvenience, especially when the rest of your flooring was already laid.
Regarding the use of an HGV for delivery, we apologize for not meeting your request. We’ve taken note of this issue and will investigate how this instruction was missed to ensure better handling of delivery requirements in the future.
Your feedback is being taken seriously and shared with our team so we can improve both our service and our communication.
In general the experience was fine
In general the experience was fine. But despite a high cost for delivery, the order did not arrive within the timescale stated. It also did not arrive on the date that i had been notified by the delivery company. As I had tradesman waiting, I had to chase the suppliers who gave me the number for the delivery company and then I had to plead with them to get it delivered quickly. Wasted time for me and the tradesmen.
10 avril 2025
Réponse de FranklyFlooring&Furniture
Thank you for your feedback, and I’m really sorry to hear about the delivery delays and the inconvenience it caused—especially with tradespeople scheduled and your time impacted.
We understand how frustrating it is when delivery dates shift, particularly when you’ve made arrangements based on the original timescale. While we rely on third-party couriers for some deliveries, it’s still our responsibility to ensure everything runs smoothly, and in this case, we clearly fell short.
Your comments have been noted and shared with both our team and the courier partner involved, so we can work on preventing situations like this going forward. We genuinely appreciate you bringing this to our attention, and we’re sorry again for the disruption it caused.
It was easy to order
It was easy to order, but I think the charge for such a long delivery on a small order was a bit steep
6 avril 2025
Réponse de FranklyFlooring&Furniture
Thanks for your honest feedback, and we're glad to hear you found the ordering process easy!
We do appreciate your point about the delivery charge—especially for smaller orders—and we're always reviewing our shipping rates to make sure they’re fair and reflect the service provided. Your input helps us with that, so thank you for taking the time to share it
It was great to be able to talk to…
It was great to be able to talk to someone on the phone and discuss this product and delivery. They did exactly what they said they would do and communicated well during this process. Would definitely recommend them.
9 avril 2025
Réponse de FranklyFlooring&Furniture
We’re really glad to hear that speaking with us directly was helpful and that everything went smoothly with your order and delivery. Clear communication and doing what we say we’ll do is super important to us—so it’s great to know we delivered on that.
5 out of 21 boxes of flooring damaged
5 out of 21 boxes of flooring damaged, subsequently the flooring in the boxes is damaged. Messaged twice without reply. Would not recommend
4 avril 2025
Réponse de FranklyFlooring&Furniture
I'm really sorry to hear about the damaged flooring and the lack of response to your messages—that’s certainly not the experience we want any of our customers to have.
We completely understand how frustrating it must be to receive damaged goods, especially when you're ready to start a project. Please accept our sincere apologies for the inconvenience caused.
Great customer service timely delivery…
Great customer service timely delivery - smooth transactional purchase and amazing good value product
27 mars 2025
Réponse de FranklyFlooring&Furniture
Thanks so much for the great review!
We’re really glad everything went smoothly and that you’re happy with the product and service. It’s always great to hear when we’ve hit the mark on value and delivery.
Appreciate you choosing us and we’d love to help again whenever you need flooring in the future!
Ordered the karndean heritage flooring…
Ordered the karndean heritage flooring explained it would be 6-8 week delivery because of the product arrived just over 4 weeks later
Definitely use frankly flooring again
12 mars 2025
Réponse de FranklyFlooring&Furniture
Thank you so much for your kind feedback!
We’re delighted to hear that your flooring arrived earlier than expected and that you're pleased with the service. We always aim to keep our customers updated and deliver as quickly as possible, especially with lead times like this, so it’s great to hear we hit the mark.
We truly appreciate your support and look forward to helping you again in the future.
Réponse de FranklyFlooring&Furniture
Thank you for the review! were glad you like your new carpet :)
Easy and smooth transaction
The flooring was easy to order online. It arrived promptly and was well packaged.
14 mars 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Hi
thank you for the review, could I ask what we could have done better to receive 5 stars? we are a family run team so we are always looking for ways to improve. we hope you love your new flooring. :)
Excellent transaction and customer…
Excellent transaction and customer service throughout will be using in the future as my go to flooring supplier
Many Thanks
Duncan
3 mars 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Hi Duncan, thanks for the review they really do mean a lot!
Great service
Very easy to order, competitive price and delivery right on time!
18 mars 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Thanks for the review, we hope you love your new flooring!
Smooth experience
Easy to order, spoke to Tyler and then ordered online. Delivered via courier on time. Yet to lay, but quality looks good and best on price.
17 mars 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Thank you for the kind review, we hope the install goes well!
Good selection
Good selection, very competitive pricing and excellent communications around delivery schedule.
29 janvier 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Thank you for the review, its very appreciated! we hope you love your new flooring!
Very helpful and quick responses
Very helpful and quick responses. Pleased with the product too.
26 novembre 2024
Avis spontané
Réponse de FranklyFlooring&Furniture
thank you for the review, we are happy your experience was a positive one and love that your pleased with the flooring!
Excellent Experience
I've recently placed two orders with Frankly Flooring and have been very pleased with their service. Many suppliers refuse to deliver to the Highlands but Frankly Flooring managed it in only a few days each time. Excellent price, too. Recommended!
13 janvier 2025
Avis spontané
Réponse de FranklyFlooring&Furniture
Hi Elizabeth, thanks for the review its really appreciated, being family run and half of our family being from the highlands means we are more than happy to :)
Delivered on time and in good condition.
Delivered on time and in good condition.
18 octobre 2024
Avis spontané
Réponse de FranklyFlooring&Furniture
Thanks for the review, we’re glad your happy and hope you love your new floor.
Really simple purchase
Really simple purchase. No issues at all. Very happy with the product and service.
3 octobre 2024
Avis spontané
Réponse de FranklyFlooring&Furniture
thank you for the review, we hope your loving your new floor! ;)
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