Review Time
Ordered some LVT samples which came quickly. We then placed an order. We did have a few planks damaged when they arrived but Luxury flooring sent out new flooring quickly.
I do think if the flooring was packaged with the hard corner protection pieces it would save on damage. Husband has fitted the flooring and said its nice quality. Just need to get him to order more for all downstairs 😅
Initial customer experience was good during purchase however I experienced very poor customer service with returns. Unfortunately I was unable to use the flooring I ordered so returned it using the pallet company recommended by Luxury Flooring. Unfortunately the exterior of the boxes got wet and damaged in transit and I was refused a refund even though the product was fine when it left me. I then offered to take it back since the product itself was not damaged only to find out that it had been thrown away by the warehouse (even though it was still within the returns timeframe). I think that's an enormous environmental waste. I was eventually refunded the cost of the product but not the shipping costs which I paid twice plus an additional delivery surcharge.
We purchased flooring from this seller twice, specifically the engineered oak herringbone. It's evident that the quality has declined. We found pink dots on several pieces due to a manufacturing error, and one entire box arrived without the necessary labels. Additionally, there were broken pieces missing tongues and grooves. When I reached out to the support team six weeks after placing the order and four weeks post-delivery, they informed me that they couldn't assist since the 14-day guarantee had expired. Just 14 days! Be sure to read the fine print before making a purchase. Ironically, on the same day, they requested photos of the flooring for their advertising... I ordered 30m² of flooring, and 14 days is insufficient to inspect every box for faults. Given the price, I expected a more thorough quality check to catch mistakes, but it seems that’s why they offer such a limited return period.
The representative was outstanding! He reached out immediately after my inquiry and guided me through the entire process. He followed up to get my feedback on the samples (which arrived in just one day) and we talked about the best options for my flat, assisting me all the way to the purchase stage. I'm very pleased with this combination of professionalism and personal attention. I highly recommend him and the service!
I am very satisfied with the customer service experience. The process to request free samples was straightforward and efficient, which we truly appreciated. We have just submitted our order and are looking forward to its arrival. Thank you to the team for your quick responses and support, especially to the representative who assisted us in placing our order seamlessly.
The representative was incredibly patient with us and went the extra mile to create a personalized quote. No request was too difficult; he even provided several samples of the same flooring to confirm we were satisfied. Highly recommend.
I strongly advise against using this company! I ordered several samples and received my laminate within 3-5 days as promised, but it took 7 days instead. When the laminate finally arrived, it was the wrong color right out of the box. After numerous phone calls and emails, they insisted that the correct items were sent, which is hard to believe given the mismatch. Their customer service was appalling; they did not return my calls or emails. DO NOT USE THIS SERVICE!
I strongly endorse this flooring service. I'm thrilled with my purchase; it not only looks fantastic but is also of excellent quality. The option to request samples was incredibly helpful in making my decision. Additionally, I received great customer service from the representative who ensured that everything went smoothly. Thank you once again!
I strongly recommend the flooring service. I’m very satisfied with the product I ordered; it looks fantastic and is of good quality. Being able to request samples helped me decide. I also had positive interactions with the sales team, who made the entire process easy. Thank you again.
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