"3 stars"

3 stars - Deacon Jones Ltd (deaconjones.co.uk)

My experience with Deacon Jones Ltd had its ups and downs. The ordering process was mostly smooth, and the delivery arrived on time with the products well-protected. However, there were some issues with damaged or faulty items that caused delays and frustrations during installation. Communication varied—some interactions were helpful, while others left much to be desired. Overall, an average experience; there’s room for improvement but not all bad.

"Happy with service - Reasonable price"

I placed an order for over 60 boxes of Quick Step Impressive Ultra during the Christmas holidays. While I anticipated a lengthy waiting period, the delivery surprisingly arrived promptly. There was a brief hiccup related to their back-office software that initially caused some concern. However, following a swift exchange of emails, the issue was promptly resolved.

The delivery company, at least the one assigned to my order, exhibited politeness and professionalism throughout. The order was received just as expected – securely wrapped on a pallet with protective corner sleeves. All packages were in pristine, manufacturer-grade condition, showing no signs of damage. It's worth noting that the contents of the boxes are yet to be opened.

In summary, the overall transaction was smooth, aside from the minor hiccup initially encountered.

I would be happy ( as a property developer ) to use this company again.

"Awful customer service"

Very disappointed in the lack of communication from this company, placed an order for one pack of flooring needed desperately promised delivery in 3-5 days via email, no updates no email had to physically check on the order to be told it’s cancelled…… thanks guys! Ordered from a supplier and it will be here in 3 days!

"Great service, helpful and pleasant customer support."

Great service, helpful and pleasant customer support.

We bought (for us) quite a lot of LVT floor, 180m, from Deacon Jones at a good price. Parting with a lot of cash to an online retailer is always a slight fear but from the start of the transaction they were very professional keeping us up to date with the order and delivery dates. Although there were shipping hiccups (no fault) they supplied us with 2 'emergency' packs so our builders schedule was not affected and did so without any hesitation, this level of service and support is not always easy to find. The floor is down now and looks just as we expected.

"Very good business"

Bought some floors from them and service and quality was exceptional. Danny and the team did a great job getting me a good deal with prompt delivery.

"If I could rate this lower then I…"

If I could rate this lower then I would. I paid for my flooring on 13/04/22. I had an email from Joanna on 14/04/22 apologising that they could not fulfil my order, by which time payment had been taken. I have made repeated attempts to phone the company but after holding for up to 5 minutes at a time and leaving voicemails, no-one has called me back. I have also sent 3 emails requesting a refund, none of which have been replied to. DO NOT engage with this company. Customer service is non existent.
29/04/2022
OK. So now i have a response from Deacon Jones telling me the issue is my fault because I did not communicate with them. my money was taken on the day I placed my order (first lie). I emailed them 3 times asking for a refund (further lies). I phoned on 26/04 and 27/04 and left voicemails. Both phone calls were backed up by emails asking for refund of my payment. No communication I sent was responded to. I have email trails and phone records to back this up.
I have noticed from reviews online that if anyone has a complaint, Deacon Jones always have an excuse blaming the client. I WILL NOT be blamed for poor to non existent customer service. As a nurse of 45 years in the NHS I am very well aware of what a service to people should look like. That is not like this.

"Great flooring"

Flooring arrived and was fitted by my builder and it's perfect just like the photos would recommend as it was cheap and although my delivery was to a flat the communication was spot on.

"Poor customer after care"

2 boxes of expensive laminate were of poor quality (Looked to be a manufacturing issue) on calling Deacon Jones the extortionate return fees and policy left us no choice but to lay the other boxes due to time frame and budget. 8 out of the remaining 9 boxes were of good quality and were laid fine on reporting this with photos to deacon jones they have offered no partial refund in good will for the faulty flooring supplied. I would recommend not to use this company and use another company that has better customer support and returns policies.

"The best customer service that I have…"

The best customer service that I have had in a long time. I had been looking to order some laminate, it was the cheapest from numerous companies that I checked. Danny was brilliant, called a few times, helped with measuring and advice on underlay. Made it easy by sending a quote over to me with a link to purchase. This will be the first place I will look when I update my other rooms.

"Very helpful presales service"

Very helpful presales service. I telephoned to find out if a certain laminate was in stock and Joanna took the call. It was not available but stock was expected. She kept on top of the enquiry and let me know when it was back on stock. She even offered to check for the order to ensure fast despatch.

Everyone you speak to on the telephone is very helpful and efficient.