“I love my new floor and got it cheaper than going direct to the manufacturer!
Great customer service too. Will definitely be back for my next new floor purchase.”
“Very happy with the quality of the flooring. Good price. Flooring arrived on time.
Had a little issue as they were low on stock but they phoned me up immediately after placing the order online to explain this and sorted out a more expensive product at the same price.
I'll be using them again.”
“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.”
“We bought parquet floor blocks. Covered a large lounge, entrance hall and a bedroom. Excellent quality product, good price and fast delivery. OAK Parquet flooring is hard wearing and when laid looks amazing. Lots of admiring looks when we get visitors. I've even written a guide to laying parquet flooring....”
“Great quality flooring. We wanted real wood but ended up purchasing the golden oak herringbone laminate due to better durability (having a large dog that would scratch real wood easily was the main reason for choice), and can honestly say we were pleasantly surprised at how real it looks! Great price too, have already recommended Luxury Flooring to friends and family.”
“Our new Bibury Natural Distressed Oak floor from Luxury Flooring looks utterly gorgeous. Upon a suggestion from your online advice service we oils it with Clear Satin hardwax oil & it revealed the distressed oak patterns & texture even more. Plus have it the unique rich vivid reddish tone of colour. Just perfect. We can feel at home as if in warm Canadian traditional Forrest hut or loghouse. Superb flooring.”
“I have been so impressed with the level of communication from start to finish. During lockdown we have made a lot more online purchases then normal, particularly as we are currently decorating and the usual shopping experience has changed somewhat. I can honestly say this has been one of my best experiences we’ve had online. The flooring itself was fab and we were really pleased with the quality and price. I wouldn’t hesitate to purchase from Luxury Flooring again.”
“Great product and customer service. Unfortunately our floor wasn't level enough for the laminate to be laid so we arranged to return the product. It was collected quickly and we got our refund with no trouble at all.”
“Flooring is spot on, price was spot on. Recommended on for the same flooring but sadly sold out now (apparently you have had issues with it, maybe we ought to chat about this?!)”
“The floor was of very good quality that the fixer said he will buy and use for his own home. The delivery was rapid as well. The customer service is excellent. Highly recommend.”
“Easy, fast service and quality Karndean flooring. I’ll be back to purchase more when we move onto the next room. Arrived before estimated delivery date and communication was excellent. Very easy!”
“The quality of the flooring is exceptional and looks fantastic. Delivery was on time if not early which was always helpful. Have recommended to a number of people who are currently renovating.”
“Fabulous looking floor. Selected Polyflor Camaro White Limed Oak and had it laid 2 planks wide with a contrast strip between the 2 planks. So pleased with the result. So far so good with the wear and tear, though we have made sure we have replacement planks .. just in case”
“Fantastic product - over the moon !
Efficient and informative customer service, delivery came as arranged and the lovely driver covered it all in additional plastic as it was raining.
When fitted it looks amazing. Would definitely use this company again.”
“Had samples sent to me to look at. I selected grey luxury flooring and placed my order. Delivery was on time and correct. Love the flooring and would thoroughly recommend this company. Would definitely use in the future.”
“Great service from Luxury Flooring. I requested a sample of Parador flooring which was hard to find elsewhere. The process was straightforward and simple and the product quickly dispatched. Happy to recommend them based on my experience so far.”
“Don't bother doing business with this company. I ordered flooring from them through the website and paid £45 for next working day delivery (Tuesday). Spoke with two salespeople on the Saturday to confirm the order and was told it was in stock in the warehouse ready to ship. Had to call again today as there was no delivery info and was told by another person that the product was sold out and I had to wait until 21 November for the next batch. Either their salespeople lie to the customers to try and keep their money or their system isn't working so you end up ordering flooring and planning a fitting job for a product that isn't actually in stock - and you have to call to find out why the product you paid for hasn't been delivered. Pathetic service.”
