Absolutely Shocking Product and Customer Service Do not touch this company with a bargepole - the products do not match the sample at all and they refuse to refund for their error Six weeks ago, I ordered an engineered wood floor from the Stockport showroom. The service there was great, but when the product arrived it was a very different story. The flooring delivered is a markedly different colour from the showroom sample and that shown online. Far from being 'Golden Smoked Oak', it is actually a dark coffee colour with no variations, not as described and totally unsuitable for the project. I have visited two different showrooms with a few planks from my delivery to compare to the samples, and at both the salesmen agreed that they definitely didn't look correct and to contact customer services. Since then I have been completely fobbed off. Despite seeing clear photos of the dark brown floor next to the store samples, customer services keep telling me this is 'natural wood variation' and refuse to admit that I have been delivered the incorrect product. They are refusing to collect and refund me without a re-stocking and collection fee, which is ridiculous when it is obviously their error. They never call back in the timeframe they say they will, and it seems impossible to talk to anyone who will actually resolve the problem. I get copy and pasted standard replies with my name spelled wrong. All in all, it has been a frustrating and time-consuming experience. I just want my money back as I am legally entitled to, and I would strongly advise everyone to avoid Direct Wood Flooring.