UK Flooring Direct Reviews

Name: UK Flooring Direct
Address: UK Flooring Direct Ltd.Unit 2 Logix Road,Hinckley,LeicestershireLE10 3BQ, Leicester
Rating: 3.00

3.0 Rating 222 Reviews

49 %

of reviewers recommend UK Flooring Direct

3.0

Based on 222 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About UK Flooring Direct:

UK Flooring Direct is one of the UK’s leading online flooring retailers offers amazing Sales & Volume Discounts - Save Up to 70% on RRP - Free Samples - Laminate £5.57m2 - Engineered £13.75m2 - Solid Wood £22.01.m2 - Vinyl £6.72m2 - Carpet £6.40m2 - UK Leading online supplier. UK Flooring Direct promises never to be beaten on price across their incredible range of beautiful, high-quality flooring.

Visit Website

Phone:

0845 263 6586

Email:

sales@ukflooringdirect.co.uk

Location:

UK Flooring Direct Ltd.Unit 2 Logix Road,Hinckley,LeicestershireLE10 3BQ
Leicester
LE10 3BQ

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UK Flooring Direct 1 star review on 10th February 2025

Anonymous

Anonymous // 01/01/2019

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“The products are good but the customer service is appalling. We ordered over £1k of flooring from them, every time I'd agreed delivery instructions, I was assured they were correct and then delivered wrong. I ordered two room dividers in a different order from the main flooring. The delivery cost more than the item on standard delivery, but we needed next day. Paid a ridiculous amount to ensure it arrived on time for our fitters to fit them, there was someone in all day and it didn't arrive. It then took 3 weeks to sort out arrival. I wasn't refunded for this, even after flagging it to UK flooring and being promised a refund. We didn't actually open the package until the fitters came back a month later and realised there was only 1 item, but we'd paid for 2. After calling UK flooring, the supervisor (otherwise known as "Fulfillment Expert " in his job title), refused sending us another item out even though it was their mistake. I looked online to reorder and realised the cost of delivery was approx £15, the item was only £12. I called to discuss the issue further and was told they weren't budging on their standing point. I asked if they would at least pay for the delivery as I'd had such a poor service for next day delivery last time that wasn't refunded. Again I was told they wouldn't despite spending a fortune with them and it being down to their incompetence. They clearly don't value their customers, understand good customer service or care about the poor reviews their lack of service will give them. AVOID! I'm sure you can get the same flooring from another company with better service!”

Helpful Report

Posted 5 years ago

“The measure of a company, isn't how they deal with customers when everything is fine, but how they deal with customers when there is a problem. This company basically wash their hands of it, and the excuses change depending on who you talk to. No refunds, no working together to resolve the problem. Just out right not our problem its yours. Not only that but then when you try to follow the route that Citizens Advice recommends, and UKFloorings own T&CS and speak to the resolution company (ADR). The resolution company I found under UKfloorings T&CS said to me, we no longer deal with this company and haven't since December 2017, as we sent emails and letters regarding disputes, and UKflooring didn't respond. Now UK Flooring must have been aware of this as they updated their T&Cs in February 2019..... Its clearly all just lip service to the Consumer Act 2015. This has left me as a customer who had checked the suitability of the product on their website, and laid the flooring as per the instructions on their packaging. Left with a product we cannot use. Right at the very end of an 18 month build, and no money ourselves to replace the product, we should be enjoying all our hardwork but instead are trying to deal with a problem. I am so disappointed with the product, with the service and everything about UK Flooring direct. This leads me no choice but to say to any potential customers. Do not buy any products from this company. As the customer journey after the initial purchase is quite simply appalling and its not worth your time, effort or money to try and resolve, Go and find a company that deals well with customers after the product has been purchased. And will resolve issues. Especially when the customer is being extremely reasonable. The shame of it is. I am usually very careful about which companies I purchase from hence never had to write a bad review before. I always check social media and reviews. But we were working to a tight budget and their January sale was about to finish, The reviews on their own website looked good. So I went with it. Guess what 4 months on the product has remained at exactly the same price. The sale has changed name or always been extended but the product price has never changed. So their sale is a bit of a con. Please research this company and don’t feel under pressure like we did, as more than likely their fictitious sale will continue.”

Helpful Report

Posted 5 years ago

“Absolutely shocking service, no notification of delivery, even though I emailed to enquire. Rang me to say they were outside my house trying to deliver. All emails I sent got one word reply’s. Wasn’t helpful at all... totally shocking after sales”

Helpful Report

Posted 5 years ago

“Terrible service. First they give 6 hour delivery slots during the week which is not helpful for those of us who work outside the house. Told them I would not be home the day they tried to deliver and they still tried to deliver anyways. Now they have promised me a refund but it’s been 3 weeks and no funds have hit my account. Extremely disappointed.”

Helpful Report

Posted 5 years ago

“great product and great service,thank you”

Helpful Report

Posted 5 years ago

“One of the worst companies I’ve ever dealt with. Don’t use them.”

Helpful Report

Posted 5 years ago

“I bought the Galleria Professional European Rustic Oak Flooring and I would NOT recommend this for a kitchen or dining room, despite the website saying it will work in those rooms. Any food or water must be wiped up immediately or it stains the floor. We have had ours laid for 3 months, we have been very careful and already we need to take up the kitchen area, re-lay with new and re-oil the entire floor to protect it. This flooring looks great but it is a nightmare to keep that way. Think very carefully before buying this product!!”

Helpful Report

Posted 6 years ago

“My advise would be, please do not use this company to buy anything from them. Recently I ordered some laminate flooring, no message or calls from the delivery guys and missed the delivery and they charged me again. The delivery window is 8AM- 6PM. I went to pick up my kids and these guys without calling or texting or any pre notification they came and left within minutes. Bit rude guys as well. Secondly the customer service person was so adamant. They delivered me of 2 different shades of laminate flooring. When I told them and send them pictures, this person was not in a position to listen and keep saying that the packaging was correct. I have to ordered another set of flooring due to this which costed me around £500 just to get my right shade of flooring. Honestly, if you'd like a peace of mind, don't go with this company. I have had a really bad experience, I will not recommend this company.”

Helpful Report

Posted 6 years ago

“Terrible company. No notifications for delivery. Missed delivery and the driver was still local and would not return. Still awaiting a refund. I have been told it's still processing. So it takes a couple of weeks. On top of that, I paid extra for delivery into property which I will not get back at all. DO USE THIS COMPANY! YOU HAVE BEEN WARNED!”

Helpful Report

Posted 6 years ago

“Rubbish company. After sale service is poor. I bought LVT from them and it's such a weak surface that even with the movement of chairs on it, it gets scratched. Buy from B&Q instead, same price.”

Helpful Report

Posted 6 years ago

“Waste of time. Go with established comapanies. No text warning for delivery in 8am-6pm delivery. Missed delivery. They wouldn't let the driver return. They wanted over £100 in redelivery charges. I cancelled the order. They have lost hundreds. They really didn't give a sh*t.”

Helpful Report

Posted 6 years ago

“They dont deserve 1 star. I literally hate this company after what it has put me through. So I ordered nearly a thousand £ worth of flooring from these guys. They promised they would deliver on the 22/11 so instructed builder to be present to take delivery and begin installation. Delivery didn't come. The reason was broken down vehicle which was fair enough and the lady at customer services apologised and promised to put on am courier so I was satisfied with that however builder wasn't and said he would let me off for the one day but not again. So the morning of the 23/11 came and went and nothing arrived this day either. This time the builder charged me for lost time at £200 for half a day for him and his mate. Now I was fuming. So rang up Floors direct on the Sat morning. Was met with a snotty young man who after I demanded an explanation from him informed me it was because the courier company decided that my road was restricted access so required a van, which he expected me to pay £150 extra for the privilege. By this time I'm literally ready to blow my top. The reason I need the flooring is because I'm having a big extension built on my property. To build it we have had HGV's with concrete, trusses, flat bed scaffold lorries along with countless other HGV for drainage and diggers, portable toilets etc etc. We also have the bin men up our road every week. And these guys couldn't get a truck with a few lengths of wood down the same road? What really annoyed me is the fact they had my post code from the beginning, they then turned round to me and said you should have told us you live on a restricted access road. I DONT! THATS THE REASON I DIDNT INFORM YOU! If I really lived on a restricted access road, do they really think that I would be asking for lorries to come down my street if I knew deep down they wouldnt fit? Its just illogical. He informed me his manager was not there to talk to so he said someone would call me Monday morning. 26/11 morning and no call so once again, for the 3rd time it was down to ME to call them to find out what was going on. Manager told me nothing they could do. No apology, only after I asked for one which doesn't count in my mind. Now I have to wait 5 whole business days for my money to go back to my account. Now my build is over week behind because of their incompetence and inaction. This company is quite easily THE WORST I have ever dealt with, and that is saying something after some of the clowns I have dealt with in my profession. They claim to be the cheapest but they are also the nastiest. Spend your money elsewhere, because unless your a sadomasochist and want to go through a torturous process with them, steer clear and after reading some of the 1 star reviews on here, seems Im not the only one! UPDATE - They have then had the cheek to refund me (1 month later) but then take off the delivery fee!! Thats the reason I wanted the refund because It didnt get delivered. They told me delivery was attempted and they wouldnt refund. After threatnening them with court and asking what reg the lorry was they all of a sudden had a change of heart and said they would refund. Will update if they dont!! This company is horrible to deal with, they are liars and they eat up so much of your time and really wind you up”

Helpful Report

Posted 6 years ago

“This company will try to charge you twice for goods. I ordered laminate flooring and scotia beading on a Wednesday for delivery on Friday. On the Friday only the beading was delivered. I sent a complaint email and received the flooring on the following Monday. A month later I receive a call from UK Flooring claiming that both flooring and beading were delivered twice and that have to pay again!!! I explained the situation but the customer service was so rude and refused to listen. I have now received a letter threatening legal action. I am taking legal advice myself to defend my position. Like many others here I have had a poor experience with this firm.”

Helpful Report

Posted 6 years ago

“I've never experienced a more incompetent company than uk flooring direct. Avoid at all cost. Damaged goods. Ignored all forms of communication. Closed my complaint without so much as an acknowledgement. Utterly disgusted.”

Helpful Report

Posted 6 years ago

“Damaged boards. Failure to reply to us even though they state online they will. Avoid.”

Helpful Report

Posted 6 years ago

“DO NOT BUY OFF THIS COMPANY, YOU HAVE BEEN WARNED NEED TO BE ANONYMOUS FOR NOW GOING TO SMALL CLAIMS COURT, READ ALL OTHER REVIEWS”

Helpful Report

Posted 6 years ago

“There’s no option for zero stars as if there was this company would be getting zero! My husband and I are stunned a company can treat customers so badly! We ordered some flooring for our lounge around 5 weeks ago. This flooring would not connect together, we attempting to call customer service with no luck so after a while called the sales team! (Surprise surprise they answered straight away!) said they had previous issues with that flooring and we will be issued a refund but whilst waiting for customer service we should order another batch to see if it works (as we were desperate to fit the flooring so could finish out lounge we opted for this. The new floor came and all was fine and was installed. However, we still have the faulty floor in our house in the middle of our kitchen for to lack of space to Store it! We have tried calling, emailing, sending messages on social media online chat and all possible avenues to contact uk flooring to arrange collecting and refund of the faulty flooring. We have been ignored for over 4 weeks! Last week I spoke to someone on the sales team as they are the only ones who answer the phone! The lady arranged for collection on Wednesday.. ( I won’t go into detail of how rude said lady was and unhelpful but at least we had collection arranged) I then waited in all day for the collecting and (yep you guessed it) no one turned up! No one called or gave any reasons to why no one showed up! We are now becoming desperate as we really do not have the space to store the flooring, we have family over for Christmas and currently faulty flooring is out centre piece! We also desperately need the money refunded so we can buy more presents and afford Christmas! Uk flooring you are really putting our little family in a really difficult position and we are shocked and horrified you are treating us so inhumanly Please please come and collect the floor before Christmas and refund us the money you owe”

Helpful Report

Posted 6 years ago

“Avoid, Avoid, Avoid! Do not use this company! We very recently bought a lot of wood flooring for UK Flooring Direct for our new house extension. Once our flooring specialist went to fit the flooring he noticed a lot of planks covered in filler, damaged and unusable. When we called to complain and asked for replacements UK Flooring Direct flat out refused to replace any planks. One of the most unbelievable experiences in appalling customers service I have ever received. We were told you can only return product if the box is unopened, trick is you have to open the box to see the wood. Unbelievable! The sample they send is not what you get!”

Helpful Report

Posted 6 years ago

“Ordered laminate for my new house conpany took two payments to start with and said would get refund in 3-5 working days apparently missed the delivery by 10mintues at 8.40am wanted a further £56 for redelivery was already annoyed so asked for refund 3 weeks later still not had refund company saying they haven’t received goods back so can’t refund me the money even though half of it was there fault having to wait 40/50mins each time on hold and getting nowhere. Absolute joke of a company dunno how a courier can hold laminate for more than 2 weeks and I’ve been left with £600 out of pocket until they refund. Don’t shop here they are rediculous and cause a lot of unnecessary stress!!”

Helpful Report

Posted 6 years ago

“I received a delivery notification email for the flooring to be delivered on Friday 23rd November. I waited all day there was no sign of flooring delivered on this day. I made my first call Monday morning after waiting on line for 30minutes I was promised someone to update via email. I made the second and third calls and promised with an update via email but no one has been in touch nor had any idea where my Flooring’s were. Tuesday the same thing contacted customer services via email and called several times no sign of update note my order could not be located. Another day now Wednesday the same replay from the customer service. Today, I rang, customer service to be told that an attempt for delivery were made and I had to pay another £68 for rescheduling the delivery ( not only I was disgusted by the extra charge but the lady on the phone Polly, were so rude, very intimidating and unhelpful) when I asked why the driver didn’t leave any note if what they said was true she replied,” she simply have to take the drivers word against mine” and she had nothing to show as evidence to proof drivers made an attempt to deliver) this been said, our phone conversation lasted over 45 minutes of her being reluctant and outrageous. However I had no other option but to pay for the second delivery charge hoping for the flooring to be delivered Monday 3rd December. At this point I seriously want my money back and UK flooring direct to keep their flooring to themselves I didn’t want a reminder of unhappy situation laid on my house floor, but having the money back was not an option.”

Helpful Report

Posted 6 years ago

UK Flooring Direct is rated 3.0 based on 222 reviews