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
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!
Helpful Report
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.
Helpful Report
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
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!".
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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
Helpful Report
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
Helpful Report
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!
Helpful Report
Posted 2 years ago
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 1 star review on 9th May 2021 Luxury Flooring 1 star review on 9th May 2021
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Posted 2 years ago
£7k worth of substandard flooring. We ordered from Luxury flooring in 2019 as part of an insurance claim and are still in dispute with them regarding the quality of the flooring. Firstly, as others experienced, we had delivery issues whereby the lorry they sent the flooring on couldn’t reach the property but we hadn’t been advised the size of vehicle they would be using. Second delivery hit issues again and caused delays to the project. They wanted to charge us £140 for a third delivery despite it being their incompetence for the failed deliveries. Third time lucky?! Nope. This time the 62 packs of flooring delivered had no resemblance to the sample sent. The sample was a beautiful wood, smooth velvety finish. The flooring delivered was an awful mish mash of colours that had no resemblance but worse still the finish was like sandpaper or Velcro. Literally walking across it your socks stuck to it. Cue more arguments with Luxury Flooring who accepted no responsibility or offered any assistance. More days passed as both I and my insurers argued with this company who offer no customer service. Photos were sent clearly showing the difference in the product but no viable solution was offered. In the end after 3 weeks of disputes my insurers kindly offered to cover the cost of resending and resealing 150m2 of flooring. A year after installation, the flooring is awful. It’s cracking & splitting. Every night we sit on the sofa and are shocked by the loud bangs and cracks that happen. It literally sounds like gunshots, I’m not exaggerating. We have substantial splits on approximately a third of the flooring. This is a completely sub standard product and low and behold we are not getting any replies back from Luxury Flooring. Avoid at all costs if you want quality products & helpful customer service.
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Posted 3 years ago
We ordered a sample of this flooring which looked fantastic and just as the image advertised above. As other reviewers mention it stood out and we loved it. Unfortunately after ordering 75 sq metres of the product, the product delivered bears no resemblance to the sample or above image. The colour tone is incredibly yellow and much lighter than what is advertised. We are so disappointed as we researched flooring options for months and ordered dozens of samples from different companies only to be let down by this product at a crucial point in our home renovation. We were not offered any realistic solutions that didn’t involve us sorting through 79 packs of flooring and picking out the colours we deemed unacceptable variation (which is all of them) or somehow repacking and returning a whole pallet of flooring. Sample was ordered in November. Order placed in December and delivered in January, so I believe it’s a batch issue that the company refuse to acknowledge.
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Posted 3 years ago
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.
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Posted 3 years ago
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.
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Posted 3 years ago
sent the wrong floor and want me to pay for it to be returned at a cost of €150
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Posted 3 years ago
Avoid this company. Foolishly we overlooked the bad ratings on here, and gave them the benefit of the doubt. Whilst i can sympathise over order delays due to the global pandemic, what i can't accept is lack of transparency over delivery/delivery delays. Unfortnately after waiting many weeks it was a very reactive and not proactive customer service experience that greeted me (basically unless i called them i had no idea what was happening), when you finally can get through on a call i might add. Lots of wasted time. Finally after 3.5 months, 2 missed delivery dates, at a cost of £2.5K we recieved our flooring, unfortunately more problems. 1 missing carton which did turn up the next day, the bigger problem was the 4 damaged cartons (1 water damage and 3 transit damage), many planks in these boxes are warped, unfortunately luxuryflooring have found a million and one reasons as to why the planks aren't damaged. Quite ironic as they state on their delivery note "not to worry" if there are problems with your order they'll sort it out. They have failed to do that, and clearly dont wish to accept any further liability for this matter. Unfortunately quite a horrible experience dealing with this company, poor service all round and now 4 damaged boxes which they suggest to use as offcuts, the cheek of it. Dont be fooled like us, avoid them at all costs.
Helpful Report
Posted 3 years ago
Order: 100285353 Ordering - the company over-promises next day delivery on the website. As with the other reviewers, the delivery takes longer than expected. It's good to factor this in mind when making an order. Product - Very good Returns - I requested a refund within 14 days of the flooring arrival. The company responded late (outside of the 14 days) and copy/pasted a link of the returns webpage and also a website where I can inquire on courier prices. I sent another email to confirm whether my refund would be fulfilled if I sent the item. The company then said they would not accept the refund as it was outside of the 14 days and not covered by the manufacturers warranty. This was a surprise as the warranty is not specified in the returns webpage. This company is now refusing to accept returns despite the fact that: 1. I inquired about the refund within 14 days of taking delivery (which aligns me with the Consumer Contracts Regulation 2013) 2. The delayed response from the company pushed me outside of the 14 day window 3. Warranty condition was not specified in the returns webpage and all of the goods are unopened in resellable condition I have spent over £2k in flooring and requested to return a very small part of the order. This company is avoiding the return and has not acknowledged any of the points I have described above, only referring to the warranty condition. There is a lack of training and profession service here where the staff do not communicate well and the company does not show integrity to stick by their returns policy. Most importantly, they do not provide "Luxury" service.
Helpful Report
Posted 3 years ago
Luxury Flooring is rated 4.7 based on 407 reviews