I initially placed an order on November 12 using 0% finance, which was canceled without any notification. I reordered and paid in full on November 19, expecting delivery within five working days, and arranged for installation. A collection date of November 26 was indicated, but I was never contacted. On November 27, I learned that part of my order was coming from Ireland and part from England. I was promised free delivery and assured it would arrive by December 1 or 2. No delivery came. I waited all day on December 5, but again nothing arrived. I received an apology, £50 compensation, and a new delivery date of December 10. Still no delivery. I had no choice but to look elsewhere. I bought flooring from another provider, collected it the same day, received excellent service, and it was £350 cheaper. I canceled my order and got a refund minus the £50 compensation given. I was then contacted by the delivery service to arrange delivery, proving my flooring had never been handed to the courier, despite the excuses given. This is the worst customer service I have ever encountered—constant misinformation, I was always the one reaching out, missed deliveries, and unnecessary stress. In the UK, a company should not simply reclaim compensation from a refund, especially when the issue remains unresolved. Here’s how it usually works: a company cannot deduct compensation if it was for inconvenience, the issue is unresolved, or it was described as a goodwill payment. Once paid, that compensation is usually yours to keep. I strongly disagree with your version of events. I was the one constantly seeking updates, and I was never proactively informed. I had to request tracking information that was provided only at the end of the day after I waited for delivery. You failed to take responsibility for ensuring the flooring got to the store for collection and did not contact me! Your service has been poor! Take some accountability. The delivery was the last of a series of failures. I could not remain available for a fifth day waiting. While you claim the interest-free credit was not completed, I received no communication to inform me of this. The order was placed on November 19 with a five-day delivery timeframe. After multiple delays and missed deliveries, I had no option but to cancel on December 11. This cancellation was due to ongoing communication failures and poor service, not a choice. A simple apology would have gone a long way!
Claim your business profile now and gain access to all features and respond to customer reviews.
20 years of experience supplying Solid and Engineered Wood, Laminate and LVT Flooring to both the trade and retail customers.
