“I ordered Nest 10mm Cody Chestnut laminate flooring (order number 1000332252) on Sunday 02 May 2021 worth £2,492.88, to be delivered by Friday morning 07 May 2021 at the latest (guaranteed by them). This was very important as I had flooring fitters booked from Friday through the next week to get a 3 storey house laminated. I received no confirmations by Wednesday so I decided to call them, only to be told the item is not in stock and that the company does not stock this item any more. They did not even bother to contact me to let me know.
I wanted to cancel the order but they informed me they have a matching product that looks very similar and I had no choice but to accept this due to having the fitters already booked. They guaranteed delivery for Friday morning. The member of the sales team who guaranteed this was Scott Dutton. This alternative flooring was cheaper and I was supposed to get a refund for the price difference but nothing was actioned.
On Thursday, I emailed again to ensure delivery on Friday AM is guaranteed and I was reassured on the call by Scott Dutton, via email (I have proof). I took the day off work on Friday and had two fitters at the house waiting for the laminate. By 12 noon I decided to call and chase them as the flooring had not arrived. They told me delivery is for Monday. After back and forth and a lot of headaches, they decided to deliver for Friday afternoon which they failed again. I called them back and spoke to Sam, and he said it is impossible to deliver on Friday (despite a previous member of staff guaranteeing this). He reassured me delivery will be Saturday morning by 9 am, and promised to call me back to discuss compensation for the costs of the flooring fitters. I did not get a single call back from any member of the team.
I decided to call and spoke to Faye and she was extremely rude and abusive on the call. She spoke over me and would not allow me to explain my situation. She refused to pass me on to the manager and eventually hung up.
Saturday at around 10.30 am delivery arrives in two palettes (they yet again failed their promise of delivery by 9.00 am). The palettes were soaking wet and the flooring was damaged, as shown in the pictures.
I sent a complaint by email and no response. I called and spoke to Sam. He promised a manager will get in touch to sort this and said he will email to get a process of complaint going. Again, all lies. In the meantime, I am losing money and time paying for fitters who are sat at my house doing nothing.
They clearly have no interest in sorting this out. They have not kept a single promise so far and have been feeding me lies. The flooring that did arrive is not a close match to the flooring that I originally ordered. THIS IS DISGRACEFUL. If I do not hear from the manager by Monday 10 am noon, I will contact the credit card company and get a full refund (thanks to Section 75 of the Consumer Credit Act).
PLEASE CONTACT ME ASAP TO SORT THIS OUT.”
“Luxury flooring is an amazing service. There sample service really helps you choose which flooring is perfect for you and their communication is unmatched.”
“Great service. Requested a phone call from the website, someone called within 30 seconds and placed the order. Was able to pick a time slot convient to myself and the delivery guy phoned when he was not far away on the day of delivery.
Ordered many free samples before deciding on the chosen flooring. Quick delivery on samples also.”
“We have had some issues with quantities however, we got in contact and the problem has been dealt with. Excellent customer service, so refreshing having a swift service to an error. Can’t wait to finish laying the flooring, it’s looking stunning.”
“Flooring is absolutely brilliant, had 2 lots now about 40m2 of oak my only gripe is the way postage is not known until the very end, I think many people would rather pay more for meterage and free postage, was going to order spc floor for small bathroom but postage made it expensive”
“Leah has been extremely helpful and prompt in her responses. Very impressive and professional. Made everything very easy and friendly. I would definitely recommend.”
“Just wanted to take the time to report fantastic customer service from Luxury Flooring - particularly Leah from Aftersales she went above and beyond to accommodate my request. Will definitely recommend to anyone plus our flooring is beautiful (Elgin Latte Oak). Thanks again :)”
“The website was easy and informative to use, especially as it calculated the correct amount of packs of flooring we’d need for the sqm we put in. The flooring arrived the next day and was so easy to put down! It looks amazing, it looks like a real wood floor which for vinyl that’s amazing! I think the bevelled edges give it the perfect finishing touch.
The hardest part of the whole process was making sure the floor was sound and dirt free because even the smallest lump under the vinyl can make it look like a mountain lol
Overall the flooring is brilliant and I’m hoping it lasts a long time!”
“Ordering easy, good communication and delivery arrived on schedule with helpful and pleasant driver. Flooring easy to lay and good quality. Very impressed with the outcome and now inspired to use same product in other areas. Would not hesitate to recommend this company for a faultless service and great flooring.”
“Very easy to order and get the right quantity.. delivery was also great exactly when they said it would arrive... very easy to fit and cut to the right size and the result looks great ... only just finished laying it so will see how it wears but so far very impressed.. will be reordering for other rooms...”
“We have just had this flooring laid, Galleria Bright Oak Flooring 18mm x 150mm Natural Brushed & Oiled.
It looks amazing and the quality is outstanding.
The service we have had was 1st class, would definitely recommend Luxury Flooring leeds.”
“Excellent service, right from the start. Luxury Flooring website was easy to use and their ‘Rio Walnut 4V Groove Laminate Flooring’ is a great tool. I ordered 3 samples of slightly differing shades which, arrived promptly a few days later. From this, we placed our order and again, this arrived as promised. I would highly recommend using Luxury Flooring and will definitely use them again myself. 10/10.”
“This flooring was going to be a major purchase for me. Right from the start Luxury flooring were extremely helpful showing excellent knowledge and extreme patience with the large number of questions I had. Free samples were sent and the pros and cons of various floorings discussed, The delivery of the wood was quick and efficient. The driver was very kind and helpful as to where the wood was put and adhering to covid rules
Even half way through laying the floor and I had a concern Luxury flooring offered solutions and advice
So pleased with the result”
“I’ve never experienced such fantastic and caring customer service.
Thank you for helping me at a time in need, I’ll never forget that and will make sure all my flooring orders are through them now.”
“We were really spoilt for choice at Luxury flooring and their team is amazing in helping us choose the right flooring for our needs. It’s been an year since we bought our floor and the quality is great even with a little person running around, moving things and spilling things all the time. We love our floor!”
“Great quality flooring , great staff in the Leeds store too . We purchased in January and had it laid professionally and he said he had never laid flooring so easy as this . We even have 3 packs left over .
So will be ordering again to do the lounge .
Just need to speak to someone in regards to the batch numbers being different when we do a order more flooring .”
“So many bad reviews about other flooring companies, so I specifically chose this one based on Google reviews. I was not disappointed. Flooring arrived on time, delivery driver was friendly, well packaged. I have opened a few boxes and it looks great. Cant wait to get it fitted.”
“Good quality products and very friendly and responsive customer service.
Their 100 day return policy allowed me to return all unused items hassle free and made a difference to me”
“Fast and free sample service. Good online chat function that gives you access to an actual person who can answer your questions and able to check stock and provide better prices than online. Good, effective email communication allowing for arrangement of chosen delivery date at no extra charge.”
“I must admit after reading reviews on Facebook I was very sceptical if I should use Luxury floors for my order. But I was surprised that after ordering samples they arrived the next day, beautifully packed and floor prices were unbeatable. I must say I am so impressed regarding the customer service I received from Rebecca. From the very first email I felt like she really cares. It is very rare this days, especially during Covid where everything is delayed and people seems to be careless and irritated. But Rebecca really convinced me to trust Luxury Floors. From ordering samples until receiving my beautiful floor everything was so easy thanks to her. She replied to my emails even late in the evening making sure I have all answers I needed. Part of my floor arrived damaged due to courier fault and she handled it immediately ordering a replacement. I don't leave reviews often but she deserve a 5 star for customer service and I recommend using this company.”
