“Absolutely terrible company to work with. The wood they send is full of filler, low grade and the nosings don't fit the stairs. Avoid at all costs. Customer service is also terrible.”
“What can I say? This company has been the best flooring company out of all the flooring companies I have dealt with. I have requested a number of samples, without questioning the amount, which they have sent and delivered extremely quickly, alongside a Yorkshire teabag and a biscotti biscuit, which is a lovely touch. Scott has been extremely helpful to me, and very efficient when replying to my emails. The floor came on the date chosen, which was within 2 days of placing my order, with emails telling me exactly what time etc Once the flooring was laid, oh wow! I immediately realised I'd chosen the best floor I could ever choose! Excellent quality, fantastic colour, to say I'm over the moon is an understatement! I am so happy! The floor I chose was classic opal herringbone click. I can't recommend it enough. Well done the luxury flooring team, I can't thank you enough! I'm chuffed!”
“Terrible company, They call over and over again to sell you the wood, but when it comes to delivery it is hugely chaotic and totally unmanageable and they are totally unhelpful. I have not had to deal with sop much hassle for a delivery in over ten years, I just had to cancel my order with them”
“Horrible customer service and a £1000 order missing.
I ordered the floor and chose a delivery date weeks in advance. Come the delivery day, I receive no confirmation of my 2 hour window as promised. I had to chase this twice with the company and they ASSURED me it was going to be delivered. It didn't. I called again multiple times the following day, they also ASSURED me it was going to be delivered. Guess what? It didn't!
They lied and offered a very embarassing refund of half the price of delivery: £19.89. They still don't know when my floor will be delivered: MAYBE Monday next week. I have lost days of work, money paid for the fitters booked, and I'm £1000 short.
Terrible customer service, I would avoid avoid avoid.”
“So the actual engineered herringbone floor as a whole in the shade we picked is beautiful, but during laying it down we quickly learned that many of the planks are basically rubbish and not usable, the size is an issue, even 1mm causes problems like gaps in the flooring so need to be careful before glueing it down to pick a good one, it takes longer to build the floor as had to check everything, apart from issues with the size alot of planks were absolutely ugly looking I wouldn't bother buying from them next time”
“Really poor customer service. We paid a deposit to secure our flooring and confirmed the date we would like the flooring to be delivered. When we then called nearer the time to pay the remaining balance, we were told the flooring was now out of stock and the latest delivery date would be another few weeks. Very annoying given we'd paid a deposit (they'd obviously sold the stock we'd reserved). Anyway, we were still happy to proceed and lined up a joiner to install the flooring when it arrived. The day before the flooring was due to be delivered, I'd received no notification emails or comms to say the stock was preparing to be dispatched so I called to check it would be delivered tomorrow. I was told there was a problem at the warehouse and our flooring was no longer available. This was four months after we'd paid the initial deposit! To make matters worse, we were on holiday abroad at the time so wracked up huge international dialling phone bills and our joiner was charging us by the day; both of which ended up costing us hundreds of pounds. Eventually, a similar floor was sent out a couple days later. We were promised a 10% refund to compensate for the phone bill and joiner costs, however that refund was never received, despite multiple chasers. All in all, really poor customer service and I would not recommend, given the end result was that we were unable to move into our new house for a number of weeks due to not having a downstairs floor.”
“The flooring I've been supplied is faulty (engineered wood click), I have had 2 joiners attempt to fit the flooring but due to the boards being bowed, it's an impossible task. Having contacted customer service and sent through multiple pictures and videos they have responded to state that there is a 1.5% length of the board bowing tolerance and as these are long boards it's 9mm! I'm now stuck with £2,000 worth of flooring that is faulty! Currently making a claim via the Consumer Rights Act under section 23 as this is unacceptable.”
“Please do not buy from the company!
We ordered 27 packs of laminate flooring from Luxury Flooring which were delivered to us in November 2023, but due to set backs in the renovation of our property we were unable to have the floor laid until this weekend - Sunday 12th of May. We hired professional floor fitters who lay floors for Carpet Right & Tapi on a daily basis to lay the floor for us. But once the furniture was removed & the underlay was put down the fitters found the ends of the laminate did not want to click into place due to poor design - they even tried gluing the ends but they did not want to stay in situ. They showed us how it was not fitting into place. We were advised by them this would cause chipping and damage to the laminate flooring when walked on or hoovered and may even split if the original floor was slightly uneven, so they didnt want to continue as they knew there would be issues further down the line. We tried calling Luxury flooring multiple times to discuss but later found out they do not open on Sundays.
As all of our furniture was in our garden and the underlay had been put down, we had no other option than to purchase flooring from another retail outlet that was open so the floor layers could get on with the job in hand, otherwise our belongings would have been out in all weathers until Monday morning when Luxury Flooring reopened.
I called them at 8am on Monday morning to explain the situation, they asked us to provide a video & photos of the floor being laid, which we could not do, so I filmed my husband who is not a floor fitter without the correct tools trying to put a couple of pieces together to show them where the design fault was - this was how the fitter had shown and explained to us.
At this point I would like to add, I know we are over their 30 day return policy, but the goods are not fit for purpose, so no matter when the floor was laid we would still have the same problem. They advised us to try to resell on ebay or gum tree, but how can I try to sell them, when I know a perspective buyer would have the same problems as us.
The laminate flooring we purchased is still available on their website so if they are so sure it is not a design fault I dont understand why they wont let us return the packs as the remaining 24 packs have not been opened and are still in their original condition/packing.”
“I'm about to pursue legal action against this company, needless to say please save yourselves and avoid! 🙏 Catalogue of disasters, biggest thing being refusing to refund excess floorboards, which they advertise as being so delightfully easy. Plenty of other flooring companies out there to choose from, so please do that and run from here!”
“I recently had the unfortunate experience of purchasing £3500 worth of floating click system flooring from Luxury Flooring, and I feel compelled to share my experience to warn others.
The chronicle of my ordeal is a cautionary tale for anyone considering dealing with this company:
* On 25th November 2022, I made a significant investment, shelling out £2,960.00 on the Painswick Rabbit Engineered Oak Click, for what I thought would be an upgrade to my living space with Luxury Flooring's product.
* My first inkling of trouble came on 6th February 2023, when our fitter raised concerns about the flooring's click system and inquired if it should be glued. In response, Luxury Flooring assured us that it was a click system and should not be glued.
* By 16th February 2023, our fitter had completed fitting just one room with this flooring, and it was nothing short of a disaster. The floor was squeaky and riddled with gaps. I reached out to Luxury Flooring again, this time providing them with a video as evidence of the problems we were encountering. Their response was dismissive, claiming that once all the pieces were in place, the gaps would miraculously disappear. They did not.
* Due to renovation delays, our fitter finally finished the entire floor by May 2023, but the problems persisted. The floor was still unbearably squeaky.
* Our troubles compounded when we realized we had run out of floorboards due to excessive wastage. Our fitter believed that many of the boards were warped and unusable. To remedy this, we had no choice but to purchase a new batch, which cost us an additional £500. Tragically, these new boards had an entirely different click system, rendering them incompatible with the original batch we bought in November. When I attempted to return the incompatible boards, Luxury Flooring refused to refund me, citing that the boxes had been opened. Opening them was the only way to determine if they would fit!
* Frustrated beyond measure, I sent an email of complaint to Luxury Flooring on 9th May, along with videos to illustrate the persistent squeakiness and gap issues. In my email, I requested compensation and a refund for the entire flooring order. I also highlighted the wastage and the additional costs we had incurred due to their inferior product.
* Their response, dated 25th May, was both disheartening and infuriating. They came up with a new excuse, stating that the floor was fitted as a continuation throughout different areas, and they advised against doing this with their floors. This explanation was nothing short of an attempt to deflect responsibility. It was evident that they were not interested in accepting accountability for their subpar product.
In conclusion, I want to emphasize that my experience with Luxury Flooring has been nothing short of a costly nightmare. The poor quality of their product, coupled with their dismissive customer service and refusal to acknowledge the product's flaws, has cost me not only financially but also in terms of time and stress. I spent nearly £10,000 to rectify the problems caused by their flooring, which is an exorbitant price to pay for their low-quality product.
I implore potential buyers to steer clear of Luxury Flooring and explore more reputable options. It is clear that this company prioritizes profit over customer satisfaction and sells substandard products with impunity. My investment in their £3500 flooring was nothing short of a financial catastrophe, and I would not wish this experience on anyone.”
“This company have some highly questionable customer service practices in place.
In short, when requesting a refund outside of the 30 days (as several professional fitters questioned the quality of the ‘click’ system and refused to fit it for us) the whole team have been tremendously unhelpful and evasive.
When you ring to discuss concerns, they automatically defer your calls. When emailing, they ignore your messages. We are still awaiting a reply or confirmation from a email sent on 10th July.
Perhaps most concerning is how the company use recordings of telephone calls. These are used almost as ‘evidence’ against your requests for refunds-not to support with training as stated. I have some significant concerns about the ethics surrounding this practice, particularly with regards to how they use this strategy with the most vulnerable in society to intimidate. When challenged on this, they refused to comment.
I would certainly read more reviews about these sorts of companies in the future.”
“Awful company- do not buy from here, you are just wasting your money, go elsewhere!
The flooring that was delivered was not as described after spending so much money on this. It was not fit for purpose, various boards were badly damaged, and of poor quality. After numerous emails back and forward to this company the matter is still unresolved.
The quality of the flooring was that bad, the company we hired to lay the floor couldn't complete this job.
Under the Consumer Rights Act 2015, it states that the consumer should not be charged for postage to return an item that isn't of a reasonable standard or as described. As with the Sale of Goods Act, all products must be of satisfactory quality, fit for purpose, and as described. I can firmly state Luxury Flooring has failed to comply and cooperate with the Consumer Rights Act.
The vinyl flooring that was returned was supposed to have been 'quality checked' however I have evidence that this wasn't completed correctly and have therefore lied to us, stating there were no further damages. There is nothing 'luxurious' about this floor, please do not buy from here, you are just as well throwing away your money if you do.”
“Luxury vinyl planks chipped within months and company accept no responsibility. Terrible quality and definitely not luxury.
Please please consider carefully before buying from this company. We spent a fortune having some of their ‘luxury’ vinyl planks laid and months later the corners have chipped off and it looks awful. We paid for a professional to lay it. It comes with various promises of durability and none are true. Also, when I contacted them they have totally shirked all responsibility, blaming the fitting, blaming me for walking on it, blaming anyone but themselves. Only when I threatened to take it higher and lots of chasing have they begrudgingly agreed to get an internal inspection but I’m pretty sure they are going to wriggle out of any responsibility.”
“DO NOT USE "LUXURY" FLOORING IF YOU DON'T WANT TO FEEL LIKE YOU HAVE BEEN SCAMMED.
We have paid £1000+ for an engineered wood herringbone flooring. Hired a fitter who installed it as per the instructions in the boxes of flooring. The floor squeaked loudly everywhere! Contacted luxury flooring to ask for any advice. Received quick replies where they then presented a completely different set of installation instructions, quizzing me on whether we had followed these instructions until they found something we hadn't so they could say we had invalidated the warranty and that was all the 'help' the customer service provided. And let me tell you, this second list of installation instructions are ridiculous, nobody is going to follow them to a t, they exist purely to trip people up and remove any culpability from themselves. We got our fitter back, had them re-do the flooring exactly following these instructions. The floor still squeaks as much as ever. Luxury flooring have provided no reasons why it squeaks, no solutions, no help.
Also, their returns conditions are ludicrous, you can't have opened a box before returning it, must return within 14 days. How can you possibly know the floor is not fit for purpose piece of cr*p before you have even opened a box.
The short version; I'm £1000 down plus fitting fees, have a squeaky, bouncy, piece of cr*p floor which certainly doesn't feel like 'luxury'. The icing on the cake is my noise phobic rescue dog is so scared of the stupid squeaky kitchen floor that she is now scared of going in the room.
We will be ripping it up and tiling instead and warning as many people as possible to avoid having the experience we have had.”
“If I could give 1 star then I would. Do not order from this company.
Gave them measurements for my rooms that needed flooring - was charged almost £850 for the herringbone LVT.
When it arrived, there wasn’t enough to finish the room because you are supposed to have a higher wastage percentage for herringbone and they only provided 10%.
Now the flooring is out of stock with the next batch not due until the end of October. I called to order an additional pack to finish the room and was told that the new batch will have a different click system and won’t fit so will require “additional carpentry”. The advisor suggested I’d need to speak to my fitter to see if there was something he could do to make it fit. And the new batch has also gone up in price!
So now the whole floor has to come up and new flooring needs to be purchased.
Save yourself the money and hassle and go anywhere else for your flooring but here.
You’ll get really good customer service while they are trying to sell you it, then appalling service when you need help.”
“I had a damaged pack of flooring delivered and sent over some photos then phoned Luxury flooring to report it, Leah answered the phone and said she had just seen my email and was dealing with this and has arranged for a replacement pack to be sent out straight away,
As it if a Friday of a bank holiday weekend she apologized that I wouldn't get my delivery until Tuesday and wished me a good weekend, Very polite and very helpful, i will definitely recommend Luxury flooring to others with a very prompt aftersales service.”
“Good product & all round service. Required some after service assistance & the response from Leah B was exemplary. Very quick response, great understanding of the situation & was resolved very quickly would certainly use again.”
“We've used this company before and found the flooring to be of very high quality. There was a slight error in our recent order but the customer aftercare from representative Leah was second to none. She was extremely efficient, very pleasant and sorted everything out promptly.”
“Recently had to request a refund and cancel an order for reasons outside their control, and they were extremely accomodating and didn't make a fuss.
Genuinely really impressed with the customer service I've received so far and they seem like a very good company to deal with.
Hope to shop again in the future.”
