Thank you for your feedback.
We’re sorry to hear that you received an incorrect product. We’ve reached out to you via email to assist with the issue and advise on the next steps for your return request.
Kind regards
Renovate Direct Team
“Ordered over £500 of flooring as they said they could deliver in a few days. Once paid I got an email the day before delivery and my fitter were due to say they don't have stock for over a month. Now still waiting on my money back after asking 4 times for a refund and spending most of yesterday emailing back and forth (as they have no phone number to ring) so I can buy elsewhere. Communication is terrible. My fitter is here and i still dont have my money back or any flooring. This has been a huge inconvenience.”
Thank you for your feedback, and we're genuinely sorry to hear about your experience.
Unfortunately, the product you ordered was listed as a pre-order item, with deliveries beginning from 14th July. It appears a delivery date was selected before stock was available, which caused confusion and we apologise for any inconvenience this caused.
As soon as you informed us of your wish to cancel, we processed your refund immediately on our end. While we aim to issue refunds as quickly as possible, processing times can vary depending on the payment provider, which unfortunately is outside of our control.
Kind regards
Renovate Direct Team
“Although the colour of samples where lovely, they where not the shades I wanted, I was desperate to go with your company because of the quality of your product and customer care you provide, however this was not to be, nevertheless I would not hesitate in recommending renovate to friends and family, furthermore, my husband also works in the building industry he will also recommend your company to customers and work colleagues ,”
“Ordering was easy, the price was good for the quality of the product and the goods were delivered on time. However, all the planks in one of the boxes were damaged although there was no damage to the packaging so we only discovered it when they were being fitted.”
Thank you for your review and feedback. We're pleased to hear you were happy with the ordering process, pricing, and timely delivery.
We're very sorry to learn that one of the boxes contained damaged planks, this wasn’t something we were previously made aware of. If you haven’t already done so, please reach out to our customer service team so we can look into this further.
Kind regards,
Renovate Direct Team
“Very disappointed with delivery. £50 for delivery and a delivery time of between 8am and 6pm. Had to take a day off work and sit in waiting all day. Even if you gave an Am or Pm time would have helped. Eventually arrived at 5-30 pm.
Ridiculous that no better window for delivery time.
Would not recommend Renovate Direct because of this 😡”
We're genuinely sorry to hear you were disappointed with the delivery experience. Our delivery window is advertised as 8am–6pm, and we’re glad your order arrived within the expected timeframe, but we appreciate your comments and wil take your feedback on board to improve our services going forward.
Best regards,
Renovate Direct Team
