Factory Direct Flooring Ltd Opiniões 

I have been extremely disappointed with the service I've received. The flooring had arrived damaged, but this is the least of my concerns. What should have been a straightforward collection has turned into a complete nightmare and has now put our renovation on hold.

Let's start with the first collection attempt. We waited at the property for over 2 hours within the collection time frame we were given. Please bear in mind that we don't live at the property - it is a renovation project - so making the journey and waiting around for a collection is not particularly convenient.

The driver didn't turn up, so we left and went back home. Over an hour later, I received a text saying that we were the next collection. We immediately rushed back to the property, only to find the driver had already left.

I emailed that evening to find out what had happened, and was shocked to discover that the driver had apparently arrived just 2 minutes after the text was sent. There was no attempt to contact us, and no accountability or apology from the customer service team.

We then arrange another collection, which brings me to the second failed attempt.

The collection company arrived, and the driver walked straight into our house without knocking while my dad was upstairs. He looked at the flooring that was due to be collected and then walked out without saying a word.

My dad spotted him leaving from an upstairs window, ran outside and managed to flag him down as he was driving off. He said he couldn't take the flooring because; it was a two-man job, it wouldn't fit in his van, it wasn't packaged.

The first two are particularly frustrating because the flooring is the exact same flooring that was originally delivered, so surely the size and weight should have been communicated to the collection property? I had also specifically explained that the flooring was not packaged as it had been removed so it could be fitted, at which point we discovered it was damaged.

When my dad was trying to understand why the collection couldn't go ahead, the driver became extremely aggressive towards him and ended up speeding off down the street. Apart from the failed collection, I find it completely unacceptable that someone entered our property and then behaved aggressively when questioned.

A third collection attempt was then arranged by the customer service team without my knowledge or agreement. I was only made aware of this at 10.30am on the morning of the collection.

Both me and my partner work full-time and the property is an hour away from where we work. By this point, we had already taken two days off work to accommodate the previous collection attempts. Despite explaining this, a collection had been booked without even checking whether we were available. Luckily, this driver was extremely accommodating and the damaged flooring has finally been returned.

However, the customer service throughout this whole experience has been equally appalling. I have been dealing with S.K., who has told me they are the most senior person in the team. Their lack of empathy, care and willingness to actually resolve the situation has been extremely disappointing.

They refuse to speak to customers on the phone, leaving everything to be dealt with by email which makes the process lengthy. The email responses have been blunt, dismissive, and in my experience, avoidant rather than actually addressing the issued being raised.

In summary, three collection attempts, multiple wasted journeys, two days taken off work, a driver entering our property without permission, aggressive behaviour, a collection arranged without our knowledge, and extremely poor customer service.

This has honestly been the worst customer experience I've ever had, and based on the service I've received so far, I would not recommend this company and would actually advise against using them.

IN RESPONSE TO THEIR REPLY: I have not placed another order. I was told to they could not 'simply' exchange the product, and I had to get a refund and replace the order. I want to complete my renovation, and don't want to delay further or communicate with the company so I'm doing what I can to get this resolved my end without further issues. I will not be using this company again during my renovation, of which I have to replace flooring in all rooms.

Excellent service

First class product First class service A++++

Swift, free delivery of sample, good quality product

Excellent customer service

Ordered samples - all arrived very quickly so many thanks.

Amazing work by the customer service team.

Delivery great
Laminate for the price better still
Whats not to like
Thank you

ordering easy and delivery was quick , damaged products on delivery and we did as instructed re reporting it , had a reply very quick saying if we unpack anything they wont accept responsibility , then said to use the packs and try use the damaged floor for cuts , then they need better pictures as the damage was unclear , but if we open them then its our responsibility, i will add the driver did say this is always the case with there deliveies

would i use again this company not 100% sure the customer service has convinced me to, its just more trouble and headache needed
after many emails we decided to chance it as we always round up the sq meter anyway.

we had enough flooring and was good quality

Appalling customer service. I’ve never dealt with a company who can’t even pretend to be sorry about complete incompetence on their end. Delivery was over a week late even though you select a date with a large slot, to ensure you will be home. Delivery men couldn’t move it and was prepared to drag it on the street in wet weather and leave it there. Luckily 2 neighbours (OLD MEN) came to help. The packaging was ripped open upon delivery and there was damage to the item to which the company couldn’t care less about. Would avoid.

TERRIBLE QUALITY VINYL

I have wasted a lot of time and money on what is supposed to be hard-wearing commercial vinyl. It has stained and marked within a very short time time of light use. Once you have purchased you are on your own. Any problems with the flooring will be blamed on you and how it was fitted or how you have misused it. They take no responsibility at all for their very, very shoddy products. I will steer well clear of this company in the future. They don't even deserve the one star. Save your money and your stress levels and shop elsewhere.

PLEASE DO NOT BUY!! The quality is shockingly poor and the customer service is terrible.

We bought commercial grade Eprosafe S95 Concrete Dark Commercial Vinyl and laid it in a bathroom in an empty rental property. During the course of one week, even though the bathroom has only been accessed for the toilet and the sink by my partner, three significant marks have somehow appeared. THIS IS NO WAY COMMERCIAL GRADE LINO it won't even stand up to the very light use of a normal household!! Customer service have blamed us saying that the sub floor is not good. In fact, it is perfectly placed MDF flooring in a second floor bathroom. There is no damp, no water leaking or anything else untoward. This floor has never been a problem for us. Or, they said, we must have put spilt some substance on it to cause the marks. We have not. A small water splash maybe? No. There is no reason this should have happened.

Please do not waste your money. The contract vinyl is absolutely not fit for purpose. The surface must be super, super sensitive for what has happened. It won't stand up to real life and even though it is supposedly suitable for bathrooms, you will find stains and marks on it within a very short time of light use. We have wasted a lot of money on this and I am absolutely gutted. Customer services do not want to know. It is a shoddy product that will now have to be ripped up and taken to the tip.

STAY AWAY FROM THIS COMPANY!! You will be wasting your money and your time on rubbish and when you complain you will be blamed for doing it yourself!

I have not received my flooring and know one has contacted me

This is the second time i have placed an order with Factory Direct and on both ocassions have been on point.
This is with price,delivery and products purchased.

Samples arrived very quickly.

Excellent quality and quick delivery

Arrived early, very helpful driver/delivery guy.