“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.”
“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.”
“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!".”
“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!”
“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”
“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”
“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!”
“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.”
