Luxury Flooring Reviews

4.7 Rating 407 Reviews
91 %
of reviewers recommend Luxury Flooring

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Luxury Flooring 1 star review on 7th October 2021
Marcone Pereira
Luxury Flooring 5 star review on 28th May 2021
Todd Tyszka
Luxury Flooring 5 star review on 26th May 2021
Steffy Moreno
Luxury Flooring 5 star review on 25th May 2021
Gretchen Ramirez
Luxury Flooring 5 star review on 25th May 2021
Harlan Willis
Luxury Flooring 5 star review on 24th May 2021
Robyn Allen
Luxury Flooring 1 star review on 9th May 2021
Hazan Hamid
12
Anonymous
Anonymous  // 01/01/2019
Beautiful flooring, fantastic service LVT click and it’s perfect. Really great value.
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Posted 2 weeks ago
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!
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Posted 4 months ago
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.
Helpful Report
Posted 5 months ago
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.
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Posted 7 months ago
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.
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Posted 11 months ago
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.
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Posted 1 year ago
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.
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Posted 1 year ago
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.
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Posted 1 year ago
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.
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Posted 2 years ago
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.
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Posted 2 years ago
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.
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Posted 2 years ago
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.
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Posted 2 years ago
Great service . I used Luxury flooring for the first time and I was immensely impressed with the helpful staff . I had a lot of questions on the specification of the flooring. All were answers to my satisfaction Impressed with the product knowledge, helpful staff and the products equally match a high standard . I ordered rustic tongue and groove engineered flooring for my landing and parquet (glistening oak) for my living room and hallway. Quality product matched by quality service .
Helpful Report
Posted 2 years ago
Firstly and probably no surprise I wrote a critical review on their website and it was not published or followed up with me. The product we purchased said it was fixed length of 1900. It was not and had 3 different lengths. This caused our fitter huge problems as he was nailing to joists and us extra costs. Had to go ahead as fitter booked. Also the delivery was a day late and arrived on a broken pallet. Customer services were rude and unhelpful with this.
Helpful Report
Posted 2 years ago
Not happy at all. Placed my order and was told Monday xx date. Monday arrived and at 4pm (whilst I was at home) I received an email to say my 3.5Ks worth of engineered flooring had been delivered....uh no it hasn't!! A mistake was made. Then I was told between 11 and 1pm the following day.....it's still not arrived! I mentioned to customer support that I would be raising a dispute with the credit card company and the reply came, "well do that then!".
Helpful Report
Posted 2 years ago
After months looking for the wood floor to our new home,Red million internet reviews we decided to buy from Luxury flooring,the price was a bit more expensive but the quality would pay off. We spoke with Tom a guy who seems very friendly and helpful to fit all our needs,after some emails and phone calls we decided to go to engineering wood floor 20mm "oak" uv oiled,I was concerned about the oiling part but he calmed me down saying: "It's like lacquered,you can clean and use in any way,it's super strong and we give 25 years warranty ". We look for a top fitters company £4.500 to fit it(was considered solid wood because the thickness),plus £5000 of wood,but we aways thinking we will have good floor in out home forever.After 2 weeks on installation we finally have our stunning home for us,that's how the nightmare began,we put some clothes to wash and hang in out room,when we wake up we have a huge stain on the floor,the wood become white,we sent a picture to the company,asking how that happened with water splash,not received answering,than I realised I have some small deep scratches where I brushed earlier in the morning. I contacted the customer service to question them about the quality,so they completely change the way,claiming I cannot have any splash of water touching the floor and don't dry immediately,if I leave I will loose the warranty,they cannot help me with the dents too,im scared to clean the floor and have it completely ruined and the only thing customer service can say is :"I'm so sorry,I understand your frustration". Now I have no idea what to do because the customer service will not helping me with anything,can not prove that's the real oak,they will not give me any warranty after 1 week use,after spending almost 10k to have it done I have to spending more to remaking it!
Luxury Flooring 1 star review on 7th October 2021
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Posted 2 years ago
Customer service is non existent. Given delivery dates and nothing turns up, no contact. An hour to get through by phone. Promised call backs that never happen and no reply to emails
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Posted 2 years ago
going by these reviews you would think you are in good hands well dont be we bought a load of floors and were totally disspointed with the grades. If you know about floors you will know what a a good quality floor looks like not one which looks like it got hit with a machine gun! badly graded and not what we thought we were getting going by these paid for reviews!!! B aware
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Posted 2 years ago
Good quality floor that’s been laid for 5 months now. Feels very solid, looks great, hasn’t marked / scratched too easily so far! The purchase was very simple, good communication from Luxury Flooring and it was delivered within the timescale they estimated when I made the purchase. Great value for money, very pleased.
Luxury Flooring 5 star review on 28th May 2021
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Posted 2 years ago
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!
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Posted 2 years ago
Luxury Flooring is rated 4.7 based on 407 reviews