We recently purchased a Quickstep floor from Hamiltons and the experience was a good one until the floor arrived. As our builder started to lay it, he discovered cracks in the floor. We called Hamiltons straight away and were advised to take photos which we did. On seeing the photos, Andrew at Hamiltons said the ‘rep’ had said it was a manufacturing fault and they would engage with Quickstep. We had to chase Hamiltons for an update and I was told ‘Andrew is on the phone right now dealing with it’ and ‘we’re on your side, we see the issue with it.’ More photos were requested which we sent today. The photos show the floor is clearly cracked. On sending the photos, I called Hamiltons again - I was asked to speak with Jordan who started the conversation with ‘are you ok?’ as though we haven’t had an ongoing issue with a cracked floor for almost 3 weeks. Quickstep and Hamiltons are now claiming the floor is ‘rustic’ and it should have cracks. We have photos of the website at the point of sale and ‘rustic’ is not mentioned - nor are ‘cracks’. Importantly, the photos show a completely smooth floor. I should note - Jordan didn’t take the time to look at the several photos sent today before telling me I lacked ‘common sense’. Apparently, he can’t do anything because the floor has been part-laid. I have told Hamiltons on at least 3 occasions the builder was doing his best to cut out the faulty cracks and was keeping those off-cuts to one side for them. He stopped when he reached about 1.5 packs in size and put the rest on the skip. At no point, did Hamiltons tell us to stop laying the floor. Bottomline, Quickstep won’t admit the floor is faulty, as such Hamiltons are gaslighting me into thinking the floor is as it should be. It cost almost £3,000.My builder recommended Hamiltons - he will spread the word about what’s happened here amongst the builder community. To anyone thinking about purchasing a floor from them, I would strongly advise against it. We understand problems can occur, a company can be measured on how well they deal with it. Update 3/11: In response to Jordan’s reply below - at no point have I asked for a refund from Hamiltons or extra flooring for free. We never reached the point of discussing redress. I spoke to Jordan for the first time on Friday - up until that point, Andrew had been managing the situation and we were trying to figure out what was wrong with the floor. Andrew’s last email to me asked if I could take further pictures of the floor and he said; ‘They (Quickstep) have also advised if you can see the backing board through the board then there might be a manufacturing defect with the boards.’The photos I sent showed we could see the backing board. In addition, Andrew was aware of the fault for 2.5 weeks and he knew - we agreed - that my builder would continue to keep trying to install the floor by cutting the faulty areas out. Jordan’s response illustrates the manner with which he’s dealt with this situation. Defensive and passive aggressive. For clarity, should we need anymore floor due the faulty cracks, I will purchase it from elsewhere. Should the floor materially break down in the coming months due to the defect, I will pay to have the floor removed and replaced. I won’t be engaging with Hamiltons again and I want no further communication with Jordan. I have written this review to share my experience of Hamilton’s customer service. It’s one-star, extremely poor.
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Transform your home with Hamiltons. We specialise in exceptional floor coverings and doors: wood, vinyl, laminate. Est. 1995. We deliver worldwide.
