"My floor is perfect, arrived quickly and well packaged. It looks stunning and I am so happy with it. It installed easily and we love it."
"I ordered Nest 10mm Cody Chestnut laminate flooring (order number ***-***-****) on Sunday 02 May 2021 worth £2,492.88, to be delivered by Friday morning 07 May 2021 at the latest (guaranteed by them). This was very important as I had flooring fitters booked from Friday through the next week to get a 3 storey house laminated. I received no confirmations by Wednesday so I decided to call them, only to be told the item is not in stock and that the company does not stock this item any more. They did not even bother to contact me to let me know.
I wanted to cancel the order but they informed me they have a matching product that looks very similar and I had no choice but to accept this due to having the fitters already booked. They guaranteed delivery for Friday morning. The member of the sales team who guaranteed this was Scott Dutton. This alternative flooring was cheaper and I was supposed to get a refund for the price difference but nothing was actioned.
On Thursday, I emailed again to ensure delivery on Friday AM is guaranteed and I was reassured on the call by Scott Dutton, via email (I have proof). I took the day off work on Friday and had two fitters at the house waiting for the laminate. By 12 noon I decided to call and chase them as the flooring had not arrived. They told me delivery is for Monday. After back and forth and a lot of headaches, they decided to deliver for Friday afternoon which they failed again. I called them back and spoke to Sam, and he said it is impossible to deliver on Friday (despite a previous member of staff guaranteeing this). He reassured me delivery will be Saturday morning by 9 am, and promised to call me back to discuss compensation for the costs of the flooring fitters. I did not get a single call back from any member of the team.
I decided to call and spoke to Faye and she was extremely rude and abusive on the call. She spoke over me and would not allow me to explain my situation. She refused to pass me on to the manager and eventually hung up.
Saturday at around 10.30 am delivery arrives in two palettes (they yet again failed their promise of delivery by 9.00 am). The palettes were soaking wet and the flooring was damaged, as shown in the pictures.
I sent a complaint by email and no response. I called and spoke to Sam. He promised a manager will get in touch to sort this and said he will email to get a process of complaint going. Again, all lies. In the meantime, I am losing money and time paying for fitters who are sat at my house doing nothing.
They clearly have no interest in sorting this out. They have not kept a single promise so far and have been feeding me lies. The flooring that did arrive is not a close match to the flooring that I originally ordered. THIS IS DISGRACEFUL. If I do not hear from the manager by Monday 10 am noon, I will contact the credit card company and get a full refund (thanks to Section 75 of the Consumer Credit Act).
PLEASE CONTACT ME ASAP TO SORT THIS OUT."
"Amazing floor - getting lots of compliments. Tom in the sales team massively helped guiding us through different systems to the perfect floor and below our budget!
Luxury Flooring took the stress out of finding the right floor during a stressful build."
"I had a really great experience ordering floor for my mum. Having expert knowledge from the sales team to be able to get the right floor for her heated flooring system, they recommended engineered flooring. Expecting to cost a bundle but was really great on price and advice. Despite the issues with COVID they were able to deliver swiftly as I was expecting a few weeks.
Currently looking at getting my conservatory done in the near future and will be back."
"Received order on the date I requested and items I ordered are very very good and are exactly what I wanted and quality much much better than other flooring I have bought in the past. Service is also very good, absolutely faultlessand all involved in my purchase to be highly commended."
"We are delighted with our new flooring, it looks fantastic! I was particularly pleased that I was able to return any unopened boxes and roll of underlay, a bonus that took the pressure out of deciding how much to order. Throught the who process, from ordering, to returning the excess flooring the customer experience team have been outstanding in their pursuit of customer satisfaction answering any questions I had along the way. It's a big thumbs up from me for the flooring and the team, thank you!"
"Excellent customer service and products as usual from Luxury Flooring and Furnashing.
Can’t fault the customer service as they can’t do enough to help you. Ended up having 3 separate orders and they refunded me the other postage costs so I paid for one postage.
Always helpful on the phone and great website.
This is my second time buying from this company and I wouldn’t want to get flooring from anywhere else.
The flooring is excellent quality, very happy"
"Ordering easy, good communication and delivery arrived on schedule with helpful and pleasant driver. Flooring easy to lay and good quality. Very impressed with the outcome and now inspired to use same product in other areas. Would not hesitate to recommend this company for a faultless service and great flooring."
"The website was easy and informative to use, especially as it calculated the correct amount of packs of flooring we’d need for the sqm we put in. The flooring arrived the next day and was so easy to put down! It looks amazing, it looks like a real wood floor which for vinyl that’s amazing! I think the bevelled edges give it the perfect finishing touch.
The hardest part of the whole process was making sure the floor was sound and dirt free because even the smallest lump under the vinyl can make it look like a mountain lol
Overall the flooring is brilliant and I’m hoping it lasts a long time!"
"Have only ordered samples so far as so much to choose from. Products are excellent quality and delivery is very quick, friendly and helpful chat and advice service too . Keep up the good work everyone ."
"We ordered our flooring. It arrived on the day we asked. The flooring exceeds our expectation and is of very high quality and beautiful at an extremely reasonable price. We now have 7 packs left and Luxury flooring will be picking it up for us.
The service is excellent with very good communication. I will definitely be ordering more next time. Highly recommend for quality and service."
"The products are a fantastic quality and at a very reasonable price.
From receiving samples, to placing the order, to delivery I cannot fault Luxury Flooring.
The customer service was excellent, the delivery was on time, and the delivery driver was pleasant and courteous.
I cannot recommend Luxury flooring leeds enough. An excellent experience from start to finish."
"I use the 8mm FARMHOUSE Oak Textured for my one-bed flat.
The product is of high quality and good price.
The customer service is also very kind and helpful: I have 6 unused packs of floor at the end, the lady arranges to get them back with free of charge and refund into my account quickly. That's amazing!"
"I honestly couldn't be happier with Luxury Flooring - their products are good, their customer service is even better and I can pretty much vouch that both delivery and collection drivers were excellent; but I have to give their customer service team a serious mention here - they are a total credit to the company, and it is nice to see a company actually living up to the expectation of great customer service. All in all, a positive, stress-free experience - so thank you, everyone - I, for one, will be back the next time we need something from you!"
"Fantastic quality wooden flooring received.
I ordered scotia beading which I didn’t need in the end and they refunded no problem at all. Customer service team are great - come back to email queries immediately."