ukflooringdepot.co.uk

Frustrating experience with unhelpful service

I’ve been hesitant to share a negative review. As a business owner, I believe companies should have the chance to rectify issues. Unfortunately, this company has been consistently unhelpful, leading me to warn others about my experience. I ordered a specific type of laminate flooring, but what I received was completely different — the boxes were labeled incorrectly. Any reasonable customer would think the wrong item was sent. Instead of acknowledging this error, the company insisted it was correct, despite the discrepancies. To make matters worse, I have yet to receive a refund, and they are trying to charge me a return fee for refusing delivery of the incorrect item. The delivery driver left before I could contact the company, blocking the only road with a large vehicle — a situation that was out of my control. The case is now 'with management for review,' but I don’t see what needs reviewing. The product name didn’t match the description, the listing was unclear, and the communication has been dismissive. The facts are clear. Their customer service has been slow, defensive, and unwilling to take responsibility for poor product representation or unclear packaging. Instead of resolving the issue, they have shifted blame to the customer while trying to impose extra charges. They have since removed the flooring product from their website, indicating that I’m not the only one with concerns. I rarely leave negative reviews, but this has been one of the most frustrating online shopping experiences. I cannot recommend this company, and I urge others to be very cautious before placing an order.

Date of experience: Dec 15, 2025