Andrew
Where to start with Luxury Flooring. I’m not a complainer, but they are absolutely terrible. Worst company I have dealt with... I would go as far as saying, ever. Do not use them! The saga started when they were 4 weeks late; missing email responses, and further promised delivery dates. My flooring finally arrived randomly without notice one weekday morning, so I was not available to accept delivery. To give them due credit, they were great; and rearranged delivery for the next day. However the next day when it arrived, the top pack/packaging, and subsequent top plank, had a huge gash in it, and I could see a couple of bits of glass. However I checked the packaging of the other 24 packs, and they seemed fine. I raised this with the courier, who advised me to inform them immediately of the damaged pack, which I did, and Luxury Flooring sent a replacement pack. However over the next week, my joiner opened the other packs to find that many planks were simply unusable; mouldy, water damaged, with snapped grooves. I had been advised by Luxury Flooring, that they go through a 48 hour quality audit check, which surely has to be a lie. They must come direct from the supplier. Initial emails to Luxury Flooring suggested my joiner “try to use the damages towards off cuts” which he did, but why should he, when I have paid for a product? He did he try, but there were still approximately 25 planks/5 packs that were completely unusable (out of an order of 25 packs). After sending countless emails and photographic evidence, and speaking to various people, I finally spoke to a ‘customer service’ advisor called Bethany (Friday 13th - which was a really appropriate day to speak to Bethany). I understand this isn’t Bethany’s fault, but I have to say, she really embodies the terrible customer service I had received so far with Luxury Flooring - I came off the phone angrier then when I dialled. Talking over me, aggressive in her tone, making me feel like this was my fault, for signing for the delivery (as I say, the packaging looked fine, and I can’t exactly unpack 25 packs on my doorstep to inspect each individual plank). I offered to send her the damaged planks back, before she went off accusing me of shouting at her (I couldn’t get a word in edgeways, even if I was that kind of person), before putting me on hold so we “can both calm down”. You don’t know me, but she was on loudspeaker, I had my joiner and partner in the room with me, and I promise, I simply did not shout. She did. It was like she made herself angry. It was almost comical. She agreed to send me 5 replacement packs, followed by an email invoice that said she had ordered only 4. This will take a further week, as they are out of stock. Also, I’ve had to pay more in labour, because my joiner has had to ‘salvage’ what he can from the damaged packs, which has took longer, and do an added days work. No compensation has been offered, I’ve just been made to feel like a huge inconvenience. I would try and escalate all this, but I’d have to get passed Bethany, and she scares the life out of me. The flooring itself looks great, and it’s reasonably priced. But don’t use them. Save yourselves.
3 years ago
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Luxury Flooring has a 4.7 average rating from 407 reviews

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