DO NOT order from this site!!!!we bought 28 packs that we are unable to use due to how poor the floor is I’m absolutely devastated. I’ve sent at least two emails a week for about 5 weeks to them complaining,it even says on there automated response the reply within 24/48 hours,well thats a lie. I’ve left a review and my only resort now is trading standards as no one is getting back to me. I really am devastated that we have waisted so much money on this company for us now have to go to B&Q to buy more flooring. please listen to me and don’t make the same mistake as I did ordering from them. Since writing a bad review and posts on Facebook which by the way the have all got deleted! I got an email back which said~ “Hi Rebecca Sorry to hear this, this is with the manufacturer at the moment. I will chase them for a response however they are based overseas. I will come back to you ASAP with further information. Thanks John” Overseas??!! You are based in Hartlepool why is someone from overseas dealing with my complaint. I bought it of your company,I’ve been dealing with the customer service team who is based in the uk so how can someone from overseas help me with my complaint? I have so much evidence on how bad the flooring is so I can prove that this is not someone trying to make a fuss I generally I’m disappointed. Edit 19/9/24 Also the nice reply they put under this post is all a pack of lies it’s actually really mind numbing!! no one has gotten back to me today after someone telling me they have passed it over to the manager and they will be in touch. It’s not only me that has had problems with the customer service of this company, you can find this out your self by looking at the reviews. Finally got a response- Hi Rebecca We need better images of the planks that are not fitting together properly. You will need to take it up with the fitter that is fitting them. If you are struggling to get them to fit together we will need a video of how you are trying to fit them together. This does not seem like a fault from the information supplied this seems to be a fitting issue. Kind regards John My response- Right this response is sickening. Have you not seen the pictures I have sent to you, the video I have sent to you just a few hours ago? The proof that clearly the floor is horrendous! The fitter seemed to fit the floor from B&Q fine yesterday with no problems at all with the same clip groves and patten as your flooring. From what I gather we don’t have to take anything up with the fitter as he is perfectly capable of putting flooring down. You have taken at least 4 weeks of not more to get back to me with this information only to tell me it’s our problem not yours. We have literally had to permanent marker the floor due to the gaps that have been left and the chips that have already accumulated. I would be more than happy for you to send a fitter to the house to try and clip together the floor them self,I will also be more that happy to get a letter head sent to you by the installer along with his qualifications, as well as opening more packs of flooring that baring in mind you could have back, to send you videos of the floor not slotting together. But what ever floor I open I want a full refund for. Do you think we want to be in this situation having to pay out more money for more flooring. Also not to mention as I forgot, the driver who actually delivered the floor dropped a pack but I didn’t say anything due to human error. To conclude we have 22 unopened packs of floor, we expect a full refund and the packs of flooring to be collected. Not only have I had to wait weeks for this response, the customer service has been appalling from your behalf. I have waisted so much time emailing you and not to forget the stress this has caused me and my partner for all these weeks. If this does not get solved by your self I will have to take this further as I’m not under any circumstances letting this go. Kind regards