"Priority delivery is a joke"

Priority delivery is a joke. 3 days? Upto 8 now and no response from the company through their chat. Samples came through quickly but that's the only positive I can offer.

"Excellent! "

I had my floor from Floor Depot. The experience was great.
The customer service was excellent, Ty was available for any queries and sorted everything out instantly (even out of hours).
He was incredibly helpful in the showroom and very knowledgeable on products.
I would not hesitate to use them again.
Thank you so much - my floor looks amazing.

"Great flooring but terrible company to deal with"

Customer service is almost non existing. After several attempts, at last someone answered but then dropped the call. They called back but then dropped the call again.
I was given wrong delivery date.
I had to wait almost 2 weeks for the flooring to be delivered and when it eventually happened it arrived damaged.
I contacted customer service via online chat - no answer. I left my details ( mob. and email) - no reply.
I am sorry but as a trade person, the company is not reliable enough for me to deal with.
It's a quality flooring at the decent price but the experience - appalling!

"Great customer service"

Great customer service!
Paul Went above and beyond to ensure a smooth experience and prompt delivery.
Will definitely recommend.

"Absolutely disgusting service!"

To whomever it concerns

I hope you are well.

Unfortunately I am not. I am absolutely outraged and disgusted with the service I have been provided by this company. If I could find the flooring I've ordered anywhere else, I would have paid more to not continue with them.

I ordered over £800 worth of flooring on 04/02/2025.


Floor Depot was originally courteous and the same day informed me that the delivery was delayed to 23/02/2025. Once in it would be delivery as a priority. I said ok.


The next day, the company contacted me again, informing me that this was now delayed to 03/03/2025. A month after I ordered. I understand, shipping delays happen, it's out of their control.

I then hear nothing, no updates, no replies, no emails. Gets to 03/03/2025. Still nothing, so I call. Get through to someone after 6 attempts throughout the day.

They they to call back tomorrow.

I call back 04/03/2025 and am told it will be in on 11/03/2025. Further delays. But I have waited a month now so I wait.

I once again hear nothing, no updates no emails. So on 12/03/2025, I call again. I am told my delivery will be on Friday 14/03/2025. I say ok, I ask for email confirmation and they say ok.

I don't get any email, or update.

I call Friday morning just after 9am. I am told deliveries will be out shortly and you will be called 1 hour before delivery is due at your address.

I contact my boss, and I arrange to finish work early OUT OF MY POCKET to be home. I confirm to my fitter that delivery is coming today and we confirm fitting Sunday 16/03/2025.


I hear nothing throughout the day, so at 1:40 I call again. Give my details, get put on hold. Now I am told delivery is 100% coming Monday. 

MONDAY. 

Seriously? Even if they recieved the goods on the 11th, they gave me PRIORITY DELIVERY WHICH IS 1-3 WORKING DAYS. HOW IS THAT MONDAY?

This company has been so useless, so disorganised, so inconsiderate, they have wasted my time, cost me money and wasted other people's times. They should feel disgraced at their service.

Sadly I am still stuck at their mercy, they have my money, they have my product. So I HAVE TO WAIT even longer.

Regards,

"Do not use this company unless you want…"

Do not use this company unless you want a serious headache and left feeling like you have been scammed.
Placed our order with priority delivery. Delivery day come no flooring contacted the company and got told it had been delayed and would be with us 2 days later. 2 days later still no flooring.after calling numerous different numbers to try and speak to someone. Eventually get to speak to someone and get told another new delivery date almost 2 weeks later from the original date that flooring was ordered. We are still waiting for it to be delivered.

Communication and customer service definitely isn't this company's strong point.

Taking your money and fobbing you off constantly when you actually can get to speak to someone if ur lucky enough

"Non existent customer service and absolute lack of communication"

Where do I even start with it...?!

I bought 41 packs of Arctic Grey 6mm PREMIUM SPC Click back in 2024. And to be honest, had a good experience with this initial order, can't really complain. However, the afterwards service was and still is a nightmare.

We did lay down nearly the whole house with the flooring and realised that we're lacking few packs. I went to the website to order few more packs and, unfortunately, found out that the flooring got discontinued. Unfortunately, the flooring wasn't available from anywhere else and seems like Floor Depot is the only distributor in the UK. After some research, I've managed to find the manufacturer of the flooring who is in India and contacted them direct. Have been informed that the flooring is discontinued (knew that already), however, they still have 11 packs available which they were meant to ship to the UK with the next consignment and advised to liaise with the Floor Depot for me to get as many packs as I need (I only needed 3 really but decided to get 4 just in case). Getting hold of someone in Floor Depot is absolute nightmare, they don't reply to emails, web chat or WhatsApp messages, their voicemail box is constantly full. After multiple attempts I finally managed to speak to someone via the WhatsApp first and then webchat and got confirmation that 11 packs of the Arctic Grey should arrive somewhere end of December 2024. I've pre-ordered 4 packs of the flooring for it to get to me as soon as it arrives to the UK. The flooring hasn't arrived, of course, end of Dec. Had gone into a nightmare circle at the beginning of Jan trying to speak to someone to get some update on the order status. Eventually, someone got back to me via the webchat and I've been told that the flooring supposed to arrive end of January 2025 and it will be shipped to me as soon as they have it. Ok, happy to wait as I'm in desperate need of the flooring. Mid February 2025 - no signs of flooring, no one replies to my emails, webchat or WhatsApp messages or phone calls. I got back to the manufacturer in India asking to check if 11 packs of the flooring have been shipped at all. They forwarded my email to the Floor Depot who, in their turn, ignored the email (of course!). Today, my husband finally managed to speak to someone via the phone and been told that they don't have the flooring, don't expect any to arrive and got offered another colour which we don't need of course, as we have nearly the whole house in THE Arctic Grey and, hence, the reason we're desperately trying to get the lacking quantity of this specific flooring. Refund has been offered that, as it was told, suppose to arrive within 2-3 working days. So the outcome is that I'm aware that somewhere between India and UK there are 11 packs of the flooring I desperately need but due to the lack of communication between the parties I can't get it: awaiting refund.

Update: refund hasn't arrived within the advised timeframe, I'm opening a case with my card provider to claim my money back.

Update (reply to Floor Depot as I can't reply to their comment below): Obviously, Floor Depot resisting and refusing to take any responsibility on this situation. Just to let you know, that I have screenshots of all the conversations and in one of them your representative says explicitly that you had a conversation with the manufacturer and have been informed that 11 packs are about to arrive with the next consignment and, after I got this confirmation from you direct, you produced the pre-order invoice which I promptly paid to make sure to reserve 4 packs out of 11. It definitely is a formal agreement that you entered into and now you're trying to get rid of the responsibility in all the possible ways but, hopefully, people reading this review will see the true picture and will make their own decision on whether to take a risk and have a deal with you. Such a childish and immature behaviour!

"Top service"

Top service
Great professionals
Really good prices and even offered a discount

Highly recommend

"This the second time I am ordering the…"

This the second time I am ordering the floor from that supplier and I am going to continue to order with them as the prices are great and the overall service is excellent.
They also are able to help me with different client requests which is very helpful and makes my clients feel comfortable with me providing the materials in my own time as they can see too that the Floor Depot is reliable supplier.
It’s a shame I can’t add photos from my last job but I can confirm that the quality is very good and the client is very happy with the results.
Thank you Floordepot for your service and understanding in business.

"Great service "

Great service ! My order was delivered next day and 1 pack had slight damage but was sorted on the spot as they brought extra just incase highly recommend my house now feels more homeley with the quality flooring they have provided.