Frank's The Flooring Store Avis 445

My 91‑year‑old father recently ordered a carpet from the Shildon branch. He provided his own measurements, and I specifically asked whether someone from the store would be attending to verify them. I was assured that the measurements “looked fine,” that it was “on the store,” and that they would “never leave a customer unhappy.”

Unfortunately, this has not been the case. The carpet arrived approximately two feet too short. The fitter contacted the store on the day of installation to inform them of the issue, and my father—who was alone at the time—felt pressured into paying an additional £150 for more carpet approximatly 2 square yards. He later reconsidered, but was told he would be charged £30 to have his money refunded.

We visited the Shildon branch this morning to raise our concerns. While we did receive the full £150 refund, my father is still left with a two‑foot gap where the carpet should be.

It is extremely concerning that a reputable carpet retailer would rely solely on the measurements provided by a 91‑year‑old customer without offering or insisting on a professional measurement service.

Went in on a Saturday to look at what options I had. This was the Guisbrough store. The two gentleman who I dealt with were superb (sorry, I can't recall names). Showed me what was the best options for me but didn't push, just gave their honest opinions. One gentleman was so accommodating and came to my home within the hour of me leaving the shop to measure up and give me a price for the full lot of grippers, underlay, carpet and fitting. Im getting carpet fitted tomorrow. 6 days from walking into their shop to carpet been fitted. Absolute fab service and extremely quick! Will definitely be back when I'm looking at redoing elsewhere in my home!

Nathan. He was knowledgeable, helpful and friendly. Made what couldhave been a stressful experience a good one.
Thanks

Ordered and paid for carpets and flooring early March and was told delivery of the items will be end of March. Completed on our property 30th April so phoned franks 2 weeks before to book the fitting in, was told the carpet for the landing and stairs won’t be done until June at the earliest. No one phoned me to explain the delay, only told when calling to book in fitting. Was rectified pretty quickly as got a similar carpet in a better quality.

Fast forward to the day of fitting, Friday 1st May 2026. Got told no flooring had been ordered for the hallway, this is after someone came to measure up the full house back in Jan/Feb and that there was an imperfection on the flooring in the kitchen/diner so would have to come back to sort this out. Was told they would order it and call me today (Wednesday 6th May) to confirm it was in and confirm fitting tomorrow for both hallway and kitchen/diner.

Got to 5:15pm no phone call so rang the store. Apparently the flooring had come in but no fitting tomorrow; earliest next week. Explained this is no good especially having no hallway flooring down with a toddler. No phone call back as promised the customer service is absolutely horrendous. At the point now where we will go and collect the flooring and get it fitted ourselves. Baring in mind the external fitter took £660 off us last week and we’re still without flooring in the hallway and kitchen/diner isn’t done.

Avoid Franks @ Ryhope absolutely disgusting.

Want great customer service? - Ask for Julie at Bishop.

We purchased fake grass off her a few years ago when doing up our typical new build garden mess. She was very helpful in deciding what would work for us as a family of four with a four legged friend. From start to finish this was made easy with options, styles, delivery and top quality grass.

Fast forward to now - we've moved and on the hunt again for more grass. I knew exactly who to contact. Time commitments meant I couldn't travel to Bishop so I called and spoke to Julie who arranged an appointment with Jason in my local store.

In less than 15 minutes I was on my way, happy knowing we've had another great experience with delivery coming as soon as Thursday. Incredible, especially with it being bank holiday weekend.

I won't go anywhere else for my flooring/grass needs and will always ask for Julie. Good customer service is hard to come by these days, she makes everything effortless start to finish and an asset to the company.

I had a carpet fitted from the Washington branch and in my new cinema room, fantastic job.

Atrocious. Ordered carpet 22 March, rang to arrange fitting 24 March as advised in a voicemail message, offered 1, 2 or 3 April, asked for 3rd as off work, I mentioned it was a bank holiday but told fitters were working. Asked to clear out room in time for possible early morning fit. No one turns up, to be told that the fitting hadn’t been booked and carpet wasn’t ordered. Appalling. House is completely upside down and we have no beds we can get to, so everything going back in room to be moved out again on Tuesday for another company to fit the carpet as now cancelled with Franks and wouldn’t go there again.

All good, very helpful

Estimater was fantastic very experienced and great advice

Amazing support and help from Len, would recommend. Very friendly and informative.

The manager Jack was really helpful and sent someone out to measure the same day so I could come back in and buy- when jack was busy I spoke to someone called Craig who was very nice also.

This is the second time weve used this shop over others in Hartlepool as the lads who work there are all lovely.

Entered the Guisborough store & met 2 very helpful gents who helped me find exactly what we needed i spent £1000 in the end I had been to a local vendor who had no customer service experience we should & will stick with Franks really impressed very helpful lads

We found Len at the Bishop Auckland store to be knowledgeable, efficient and friendly. All round a great experience

Steve from portrack store was very friendly and professional when we purchased our carpet on 15/03/26.

Would highly recommend using franks flooring!

I want to start out saying Ian who initially took the order was wonderful. Stockton store.
However their new starter from barker stone house She was an absolute nightmare. I chased her for a week and she never called back, no email as promised. . When I spoke to her she'd messed the order sizes up and forgot one. I don't think she'd bothered doing anything. No replies to emails I sent Franks directly. I rang to cancel it all only to have the youny man try to charge me a cutting fee for a held order. Over all terrible experience, I was chasing them right up to the time of my cancer surgery.

Brilliant staff especially Steve. Very helpful and knowledgeable.

Had a terrible experience with Franks, got measured up and paid the deposit on 8th December and they said they wouldn’t be able to fit until after Christmas which was fine. Then in January they rang to say that the carpet was out of stock, I said ok I’m happy to wait, then I heard nothing until March, finally got it booked in to be fitted so I booked the Friday off work and moved all of the furniture out, no contact at all on the Friday so I phoned up and the guy said somebody had messed up and it’s not been booked in, and that they couldn’t get a fitter out. Really disappointed with the service it’s dragged on and caused lots of stress and I still have no carpets. I would avoid this company at all costs.

Steve was brilliant and very helpful

Franks flooring store was really helpful in picking our carpets and vinyls. No question was too silly. Warren (the manager I believe) helped us stay within budget and was very approachable. I highly recommend

The guy who measured up was really friendly and very efficient! He explained everything and answered every question I had.