Factory Direct Flooring Ltd Avis 

Quick delivery of my samples

It would have been 5 but Evri let you down

Floor was ready when they said,
Self collection saves me money
All packs were nicely packed
But just waiting for them to get in touch about returning 2 not opened packs

From ordering my samples to delivery very very quick and good quality

Brilliant products quick delivery

We ordered some samples which were delivered within 2 days. Lovely looking laminate flooring which we will be purchasing when we move to our new home. lets hope they are still in the sale.

Product I ordered wasn’t going to be available for 4/5 weeks so cancelled. Wanted to speak to someone in customer service about alternatives but apparently you only get to speak to a human if you’re buying. No after sales customer service advisers available to speak to directly which made me weary of using the company

Great customer service. We placed an order to be told the next day that it was out of stock and would take 4 weeks for the next delivery. We asked for a refund, which was done instantly.
We placed an order for the same product, different colour. We were given updates every step of delivery. I strongly recommend this company and the product is top quality.

We bought the Prestige Century Oak Grey 7mm V-Groove Click Laminate Flooring, and the quality it was excellent, we installed by ourselves and it was very easy and quick to do it.

Exactly as described. Arrived as per delivery time. Over ordered initially and able to reduce by 3 packs without any quibble. Highly recommended.

Exactly the vinyl I wanted. Delivered VERY quickly. Top notch.

Very quick received the samples within 2 days

Asked for sample came next day looks very good quality

I have been extremely disappointed with the service I've received. The flooring had arrived damaged, but this is the least of my concerns. What should have been a straightforward collection has turned into a complete nightmare and has now put our renovation on hold.

Let's start with the first collection attempt. We waited at the property for over 2 hours within the collection time frame we were given. Please bear in mind that we don't live at the property - it is a renovation project - so making the journey and waiting around for a collection is not particularly convenient.

The driver didn't turn up, so we left and went back home. Over an hour later, I received a text saying that we were the next collection. We immediately rushed back to the property, only to find the driver had already left.

I emailed that evening to find out what had happened, and was shocked to discover that the driver had apparently arrived just 2 minutes after the text was sent. There was no attempt to contact us, and no accountability or apology from the customer service team.

We then arrange another collection, which brings me to the second failed attempt.

The collection company arrived, and the driver walked straight into our house without knocking while my dad was upstairs. He looked at the flooring that was due to be collected and then walked out without saying a word.

My dad spotted him leaving from an upstairs window, ran outside and managed to flag him down as he was driving off. He said he couldn't take the flooring because; it was a two-man job, it wouldn't fit in his van, it wasn't packaged.

The first two are particularly frustrating because the flooring is the exact same flooring that was originally delivered, so surely the size and weight should have been communicated to the collection property? I had also specifically explained that the flooring was not packaged as it had been removed so it could be fitted, at which point we discovered it was damaged.

When my dad was trying to understand why the collection couldn't go ahead, the driver became extremely aggressive towards him and ended up speeding off down the street. Apart from the failed collection, I find it completely unacceptable that someone entered our property and then behaved aggressively when questioned.

A third collection attempt was then arranged by the customer service team without my knowledge or agreement. I was only made aware of this at 10.30am on the morning of the collection.

Both me and my partner work full-time and the property is an hour away from where we work. By this point, we had already taken two days off work to accommodate the previous collection attempts. Despite explaining this, a collection had been booked without even checking whether we were available. Luckily, this driver was extremely accommodating and the damaged flooring has finally been returned.

However, the customer service throughout this whole experience has been equally appalling. I have been dealing with S.K., who has told me they are the most senior person in the team. Their lack of empathy, care and willingness to actually resolve the situation has been extremely disappointing.

They refuse to speak to customers on the phone, leaving everything to be dealt with by email which makes the process lengthy. The email responses have been blunt, dismissive, and in my experience, avoidant rather than actually addressing the issued being raised.

In summary, three collection attempts, multiple wasted journeys, two days taken off work, a driver entering our property without permission, aggressive behaviour, a collection arranged without our knowledge, and extremely poor customer service.

This has honestly been the worst customer experience I've ever had, and based on the service I've received so far, I would not recommend this company and would actually advise against using them.

IN RESPONSE TO THEIR REPLY: I have not placed another order. I was told to they could not 'simply' exchange the product, and I had to get a refund and replace the order. I want to complete my renovation, and don't want to delay further or communicate with the company so I'm doing what I can to get this resolved my end without further issues. I will not be using this company again during my renovation, of which I have to replace flooring in all rooms.

Excellent service

First class product First class service A++++

Swift, free delivery of sample, good quality product

Excellent customer service