A mind-bending level of lazy incompetence and indifference! The ordering of 53m2 solid wood flooring was easy. Sadly, that's were the good news ends. The first delivery slot was cancelled via voicemail, the second just never happened without any message, the third was unplanned, unannounced and shambolic. The flooring was stacked on a flimsy pallet that literally fell apart while being unloaded and everything just fell out on the main road. It was then that the driver decided to phone and say he was 'dropping off' our items. I got home to discover everything on the ground - blocking the entrance to the drive. He even left us with the shattered remains of the pallet! Unfortunately, some items had been damaged but, even worse, I realised that this was NOT my flooring! Then, because of the weather, I had to lift and carry the 30 heavy packets of the wrong flooring off the drive and into the house. There then followed a prolonged and stressful period of time attempting to sort everything out. Arranging a collection became increasingly chaotic. Customer Services Sophie, assured us that the correct flooring would be dispatched - but only after they had collected the first delivery and inspected it for damage. Trying to explain to her that it had been damaged during the delivery was unbelievbly difficult. She also had no idea how long all this could take. With no hint of an apology, we were treated like this was all our fault! The eventual collection was again unannounced and just as absurd. I had to lift all the flooring out of the house and stack it on the drive - No collection happened. The next day the lorry arrived but the driver said he might not be able to take it because: 1) The hydraulic fork lift was not strong enough to lift it. 2) The tail-lift on the lorry wasn’t working properly. 3) He (the driver) had a ‘bad back’ and shouldn’t really be lifting anything! I was now so desperate to get my flooring that, for the third time, I felt compelled to manually lift each individual packet on to the lorry myself. As impossible as it is to believe: we had exactly the same nonsense again when they delivered the right flooring. This time the young driver said he couldn’t unload without help. By the time I got home he had already asked my wife (we are both in our 60s) if she could help do some of the unloading!!! So, once again, if I wanted the flooring I had already paid £1800 for, I would have to unload it myself. I lost money because we had to cancel the floor layers and take time off work. I wasted time and effort taking photographs, writing emails, making phone calls. And now I know, having read other reviews, that this level of incompetence and indifference is not that unusual. We got no support, no compensation or even a proper apology. Here's the final touch: (and I swear this next bit is true.) While moving the latest packets of flooring onto my drive I discovered that some of them had been damaged in transit! I can see broken bits of flooring through the holes in the packets. UPDATE: A typical lazy 'cut and paste' reply was followed up with .........NOTHING! Becky Innes, 'head of aftersales', sent an email saying they wanted to resolve this issue but, to this day, they have never been in touch or responded to any of my phone calls or emails. They just don't care when it goes wrong. If you order from this company, you really are taking a gamble!
4 months ago
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Luxury Flooring has a 4.72 average rating from 393 reviews

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Alice, Customer Support

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