Factory Direct Flooring Ltd Reviews

Name: Factory Direct Flooring Ltd
Address: 1 Finch Way, Hemdale Industrial Park, Nuneaton
Rating: 4.63

4.6 Rating 9,643 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,643 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

330 100 00 15

Email:

info@factory-direct-flooring.co.uk

Location:

1 Finch Way, Hemdale Industrial Park
Nuneaton
CV11 6TQ

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Factory Direct Flooring Ltd 5 star review on 10th June 2024

Sara Lawrence

Factory Direct Flooring Ltd 5 star review on 8th June 2024

Sara Lawrence

Factory Direct Flooring Ltd 5 star review on 3rd June 2024

Geoff Lewis

Factory Direct Flooring Ltd 5 star review on 20th February 2024

Jodie

231

Anonymous

Anonymous // 01/01/2019

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“this is the worst company by quality and service so far.”

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Posted 3 months ago

“Very knowledgeable staff and customer service. Good quality laminate. Pleased overall”

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Posted 4 months ago

“Good quality flooring that was ordered and collected in a very easy process. I will definitely be ordering from here again.”

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Posted 4 months ago

“We are very pleased with our flooring. It arrived much quicker than anticipated. We can certainly recommend Factory Direct Flooring.”

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Posted 4 months ago

“Very good experience of this apo”

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Posted 4 months ago

“Didn't have the correct sizes I ordered even though the site let me order and then tried to sell me off cuts of random sizes 🙃”

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Posted 5 months ago

“The flooring itself looks nice, but is terrible quality. The amount of edge pieces that snapped off when I was trying to lay the floor was staggering, and this was following the instructions to the letter. The 'matching' beading was an entirely different colour. The delivery was nothing short of disastrous. Firstly the pallete arrived on top of another pallette double wrapped in plastic. Once I got into it, 3 had been shattered in half. I got very lucky that I saw the small a4 piece of paper, saying that deliveries must be checked and issues reported before the lorry driver left. This had been conveniently hidden in the mass of plastic wrap, rendering it unreadable before I signed. They sent out more, but one pack less than they should have. I then reported this and accepted a refund for missing replacements, due to the terrible experience. Customer service are fast to answer, but offer nothing by way of apology, just replacements that you need to be home for and check before the driver leaves. Overall an awful experience start to finish and I'd never use this terrible company again.”

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Posted 5 months ago

“Great experience with Factory Direct Flooring fast reliable delivery and great customer service when I did my order wrong the assisted my to to do it right. Really happy with lino really good quality flooring and looks gorgeous down”

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Posted 5 months ago

“Great vinyl”

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Posted 6 months ago

“Unfortunately the flooring/ vinyl was returned at point of delivery due to damage. After speaking to the office I was told they could not delivery again for nearly a month so I had to cancel as I had arranged fitters in advance. Office confirmed the damage was unacceptable and blamed the courier. This is very poor given I had to pay an additional £20 onto top of the £40 for deliver. Not sure I would chance it again.”

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Posted 6 months ago

Hi Irene, Please accept our sincere apologies for the damage caused in transit, its also unfortunate we had ran out of stock on your chosen item so we couldnt replace it straight away :(

Posted 5 months ago

“Product itself was excellent however the service leaves a lot to be desired. Once you have made a purchase, nobody will speak to you via phone at all. The after sales team are "email only" which is highly frustrating. A conversation via phone would help enormously to resolve issues. Delivery was 5 days late and then adhesive was missing. Very frustrating. After sales simply unavailable to help leaving the customer struggling to resolve delivery issues with the 3rd party delivery company. Poor poor service and no responsibility taken at all by factory direct flooring. Disappointed to say I won't be ordering again due to this, despite the actual product being good quality.”

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Posted 6 months ago

“Was delivered damaged twice horrendous product and service”

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Posted 6 months ago

Hi Jennifer, Please accept our apologies for this issue, we did report this to the courier to highlight how the items were being handled. Apologies for any inconvenience

Posted 5 months ago

“The flooring came in a absolute huge piece ..maybe 10 foot or longer ...which was too long for the van so on my day of order it didnt arrive because of the van size...the next day I ordered it for it still didnt arrive but it came a day early which I wasn't in to receive it so Concerige receives it. Some communications if the client wants the carpet in its long size or if it can be folded in a different way would have been appreciated as I live in a 14th floor flat so on receiving it we had to unpack the item and refold /roll it so it was smaller to take into the elevator”

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Posted 7 months ago

“Quick service and help regarding my order, Excellent service and good quality flooring which looks amazing”

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Posted 7 months ago

“The surface pattern of the flooring is quite weak and wouldn't recommend putting heavy furniture on top or let children play with toys on the flooring”

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Posted 7 months ago

“Incompetent on another level especially… Incompetent on another level especially the aftercare team, im pretty sure aftercare team which only comunicate via email and not by phone is some sort of chat bot, only answer bits of what you ask and lack the skills to actually sort the issues out you raise!!! waiting for a delivery on 28th of May as they advised us would happen,did not turn up or actually bother to advise that it was not coming, yesterday 1st April chase and told no idea why its not been delivered but will be delivered 2nd April, 2 packs arrive badly damaged which courier advised after sales at Flooring Direct Flooring were already aware of but failed to advise me. Aftercare team asking me to maybe use damaged wood as offcuts ???? send them pictures of two damaged packs, one of which clearly shows the inside of packet and all the sides of each plank damaged, despite this we have to now take all planks out and take endless pictures of damaged planks as the pictures are not exceptable...... instead of simply replacing two packs they want to replace individual planks ???? you have already held our project up now you want us to dance for you to earn the privilege to replace the flooring you delivered damaged and very late!!!! I have supplied and fitted flooring for customers for over 15 years this is simply the worst customer care experiance I have encountered by any flooring company, I would strongly recommend not dealing with them as they scream incompetant!!!!!”

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Posted 7 months ago

“it does the job”

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Posted 8 months ago

“The item I received was damaged,however the seller did refund me my money”

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Posted 8 months ago

“Cheaper prices good quality good communication good delivery”

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Posted 8 months ago

“Factory Direct Flooring supply good products at a lower price than most of it's competitors. However, the staff are quite rude and pedantic. Throughout emailing would abrupty write "your delivery is on hold until you reply" I told them anytime on a certain day was fine for delivery, they could pick when. But they refused, and insisted I pick a 2 hour window for delivery. OK. Day of delivery I get a text saying it will be with me 8am-5pm. Then there was the underlay issue. I did my research and ordered a thermal underlay designed for underfloor heating as a future project. And ordered a LVT that was designed for underfloor heating. They email me saying I can't use that underlay and I must use a thinner acoustic one instead without a vapour barrier or insulation. I tried to point out that the acoustic underlay is not suitable for underfloor heating and the manufactorer has spec'd the LVT for underfloor heating so how would that work? they just kept repeating: "you'll void any warranty unless you use this underlay. You MUST use this." I asked a professional who told me I was right, I asked them if any of them were professional floor fitters. They replied "I'm not sure what you're trying to imply by that question".... ? OK fine I did what I was told got the thinner acoustic underlay and laid the floor exactly to the manufacturers standards so I had a warranty. Fast forward and the flooring thorughout the whole bottom floor of my house is cold all the time. I got a floor fitter round to quote underfloor heating and first thing he says "Well you shouldn't have laid an acoustic underlay on a concrete subfloor without some kind of thermal barrier" And guess what, the stuff he plans to use is the exact thermal underlay that I originally ordered and was told I couldn't have. So thanks a lot Factory flooring direct. You lowered the U-values to my house and I'm having to fit underfloor heating on credit because your staff are poorly trained.”

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Posted 9 months ago

Dear Mr & Mrs McBard The prolay underlay that we supply for LVT products is absolutely fine to use with underfloor heating - the heat therm underlay is not as it isn't stable enough to support the joints of the product. If you had of fitted it on the wrong underlay, this would invite unwanted movement when installed, over time this would stress the joints causing them to move and come apart. The information the customer service team have given is to ensure you preserve the warranty on the product incase there are any issues, we cannot offer a warranty on products that are incorrectly installed or where unsuitable materials are used with the product. In this case, we do not agree that the wrong advice has been given.

Posted 9 months ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,643 reviews