Factory Direct Flooring Ltd Reviews

Name: Factory Direct Flooring Ltd
Address: 1 Finch Way, Hemdale Industrial Park, Nuneaton
Rating: 4.62

4.6 Rating 9,648 Reviews

93 %

of reviewers recommend Factory Direct Flooring Ltd

4.6

Based on 9,648 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Really good quality floor with only a few filled knots. Only issue was having to wait in all day for the delivery to arrive.”

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Posted 2 years ago

“I ordered the floor it came on the day they sad so that was a great help did not wast time waiting for it to turn up , I put the floor down in hall and front room very happy with both floors .”

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Posted 2 years ago

“Quick response as I ordered some samples and they arrived a few days later. Great service”

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Posted 2 years ago

“Ordered some samples, delivered very quickly, delighted with the service so far. Looking to place order soon.”

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Posted 2 years ago

“Really prompt delivery, good quality flooring”

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Posted 2 years ago

“Unfortunately i've now had two poor customer experiences with this company. Firstly purchasing the following flooring 'Prestige Herringbone Iris Oak 8mm Laminate'. Granted we did not get a sample before ordering as we trusted the imagery used on the website, this was our first mistake. The boxes arrived with the branding 'kronotex silver oak' the name differing from that on the website. Secondly when we opened the boxes the colour of the flooring differed entirely to that online, being far more grey in colour than the images which shows a natural oak colour. When we called customer services they told us the Iris Oak had been rebranded to Silver Oak. What you will find is that this still hasn't changed on the website with the name of the product still as 'Iris Oak' and the images are not reflective of the product. Had this been called silver oak we would have been given an indication to the grey colour and therefore not purchased. If you search 'Kronotex Silver Oak' you will find the images are far more representative on other websites showing the disparity from Factory Direct Flooring. They then told us it was on us to pay for a courier to get the flooring returned to them for a refund, and as we had opened a box they would also not refund us for any opened boxes. On the FAQs of the website, it mentions you can pay them £75 + VAT and they will collect the flooring, but this is not the case anymore. Another example of wrong information online. Had they still offered this service we would have accepted that we didn't get samples and happily pay the £75 + VAT for this to be returned and not felt like it was an entirely negative experience. We've asked to speak to a manager and have had no calls back or any support from customer services who have basically told us there was nothing they could do and as we didn't get a sample it's our fault, despite the naming and imagery being wrong on their website. Secondly, we ordered samples to avoid the same mistake and ordered new flooring. When they started to lay the flooring we were told there were faults with the floorboards, the corners were breaking and flimsy and they could not be slot into place as they were cracking. We called customer services again who told us that we had to send a sample back for them to rigorously test. We would have to go out of our way to courier floorboards back, again, to be tested before they decide on next steps. Even if they test the floorboards, we still have no flooring down causing delays due to a poor product that should have been tested in the first place for these types of issues, our floor is levelled and in a brand new extension. I don't want to delay our build any longer I have a young daughter and need the space as safe as possible. Overall a tiring experience dealing with this company. They need to make sure the website is updated with the correct information and imagery and stop placing the blame on the customer for issues that really are down to the company themselves. It's luck of the drawer if you have a positive experience - read the negative reviews to show that we all seem to face similar recurring problems.”

Helpful Report

Posted 2 years ago

Hi Rachel, Thanks for your review. We do offer free samples as not all web browsers/devices will reproduce the online image in the same way so it is always advisable to take advantage of the sample service. As we recently updated our returns policy, yes we were aware that one of the old FAQ's had the old returns info on, however the returns policy is listed in full on the website. Regarding the difference in name, we re brand some of the products as we buy in bulk and sell them at such a low price, this is so not to devalue the manufacturers brand - all products on the website contain the manufacturers decor code same as on the boxes, and all samples we send are cut from the actual planks so it gives a true reflection of the product. Therefore the names on the website will remain the same as they have always been. On the video you sent us of the flooring, this shows the flooring moving and working loose, this will not happen if they are fully supported underneath on a solid , flat surface - vertical movement will put strain on the joints and cause them to break, the installer did confirm it isn't every plank so it would appear that this issue is only happening in certain areas, this is what is referred to as local conditions. Our customer service team will continue to help to resolve any outstanding issues. Apologies for any inconvenience.

Posted 2 years ago

“received samples thank you.”

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Posted 2 years ago

“Whilst your are competitive and the products are comparative if not the same, I am afraid to say the whole thing is let down by dismal delivery. You are audacious enough to be asking for feedback on my recent order which you are yet to dispatch and I am yet to receive. I am unfortunately a regular customer, and I must to tell you , your service sucks. I am constantly chasing for updates on my orders and receiving promises ending in more chasing. Very disappointing. I am sure you get the picture by now.”

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Posted 2 years ago

“Did Click and collect. Absolutely no bother at all. The chap even carried the packages to my car for me.”

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Posted 2 years ago

“I requested a sample of lino for my bathroom, it arrived very quickly and the sample was excellent. I will be purchasing the lino in the near future.”

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Posted 2 years ago

“Terrible service. I was promised a delivery on Thursday 2st April. I have waited all day everyday since then as a delivery time can not be specified. It is now Tuesday 26th April and no sign of delivery yet (it is now 4:30)”

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Posted 2 years ago

Hi Patricia, Thank you for your feedback, we do share your frustration with this. Unfortunately, when ever there are bank holidays, parcel couriers always seem to end up with a backlog of freight, this causes the service levels to drop on performance including communication, this is now showing as delivered @ 17:07 as per the updates we gave yesterday. Apologies for the delay, and thank you for taking the time to provide feedback.

Posted 2 years ago

“Good website easy to follow and competitive products Wish they had a list of approved vinyl fitters as seem hard to locate someone”

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Posted 2 years ago

“Ordered samples , quick response and delivery”

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Posted 2 years ago

“Ordering samples was quick and easy and a great way of making sure we picked the right flooring for our room. We are about to order the desired flooring, as the samples showed that the flooring is all good quality and lovely designs.”

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Posted 2 years ago

“Great prices very happy with my purchase prompt delivery and I was kept informed”

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Posted 2 years ago

“Flooring as expected, very pleased”

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Posted 2 years ago

“Received flooring samples swiftly. Then read their terms regarding the delivery of their flooring. Customer is expected to carry them from the door. As I'm disabled and live on the second floor with no lift access, this won't be possible. Will now have it delivered and carried to inside the property.”

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Posted 2 years ago

“Easy to lay, good quality, reasonable price, delivered swiftly, looks great.”

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Posted 2 years ago

“Sadly I didn’t have a very good experience with this company and my order was not fulfilled, have only awarded them 2 stars which is for the prompt refund. I placed an ordered asking for delivery 2 weeks later as wasn’t ready for the flooring. Following this I received an email saying there is a 7-10 day delay to which I replied I don’t need it for two weeks so I assume this doesn’t effect me please advise if it does. Didn’t hear anything so I assumed all was ok. At the point of requested delivery date I didn’t receive any notification of delivery times so called them only to be told my flooring was delayed a week but they hadn’t informed me. So long story short - rubbish communication, ordered elsewhere, got refund.”

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Posted 2 years ago

“Was well pleased”

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Posted 2 years ago

Factory Direct Flooring Ltd is rated 4.6 based on 9,648 reviews