4.7 / 5
Trust Score
4.3
Reviews
5
Social
5
Featured
5
Technical
Is luxuryflooringandfurnishings.co.uk legit?
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- The site has mostly good reviews
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- This website has existed for more than 3 years
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Reviews Analysis
45
reviews
vs
0
AI declined reviews
0%
NON VALIDATED REVIEWS
Usually stable businesses have more than 5 authority websites mentions, this one has 12 authority websites mentions and 0 mentions in other websites
Based on 2688 reviews
Smart.Reviews
4.7
45 reviews
Mamma
3
17 reviews
Trustpilot
4.5
2626 reviews
Luxuryflooringandfurnishings.co.uk Review
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Last update: Wed, Mar 9, 2022 1:16 AM
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
Over the next 24hours, I rang half a dozen times. Every time I asked them to call back and give me delivery information (I had a floor fitter arranged for the day after). On only one occasion did they call back.
They gave various excuses for not providing the information (“system down”, “wholesaler not replying”) and for not calling back ("out of office”, “at lunch” etc.). On the penultimate call I said that unless they could give me a delivery date I would cancel the order. They said I couldn’t as it was a “special order”. Of course, no mention of this at the time of placing the order and their web site advertises a 28 days returns – extended from the legal 14 days “to provide our customers with a generous returns period”.
It would be an interesting discussion if they tried to enforce a “no cancellations policy” having taken an order, charged for it, promised a delivery date, not met it, and then been unable to say when delivery would be made!
Finally, they called to say somehow my order was missing from the delivery from their overseas wholesaler and did I want to cancel? Yes, yes, yes, yes, yes!!!!
I don’t think their customer support staff are planks as another reviewer has said. They may at times behave like that but given the way that this company treats its customers, it may be that their treatment of their staff is somewhat worse. If you are employed by them, poorly trained, badly supported and with low morale through constant complaints, how would you behave?
Luxury Flooring were marginally cheaper than some other suppliers. I leave it to other potential customers to decide whether this is worth the problems that they might encounter.
A few days after posting the review above, I received an email from Scott, a Senior Sales Executive at Luxury Flooring. He apologised for the issues I had faced and said he would like to try to reach a better outcome for me. He offered to reimburse me for the increased costs of using a different supplier and an additional nominal amount for the hassle. I accepted on the proviso that Luxury Flooring also tried to ensure that any customers facing problems similar to those I met would receive better service. He has agreed with their Customer Support Team that if a customer had a sticking point or just wanted reassurance on their order he would try to be available to help. He will also be monitoring emails sent to [email protected] more often. If you have problem, you now have a route that may help.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
UPDATE 29th MAY
Since posting the below review – I finally received my order yesterday – or did I?...
The adhesive and DMP that I ordered and paid for have been replaced with some obscure Polish branded stuff (which even the several flooring fitters I spoke to are unsure if it will be suitable…)
In addition – I was promised £200 compensation “as a gesture of goodwill” to help mitigate some of the additional (and unexpected) costs that Luxury Flooring’s negligent advice had caused but they have since reneged on this and are now simply ignoring my attempts at communication…
So if you want sub-par products and an even worse “customer service” experience then you’re in luck as this this company appear to be experts!!!
(If however you want the goods that you have paid for in less time than it might take to start your own flooring business, find suppliers and then buy directly from them – err, you may wish to shop elsewhere…)
I ordered from these guys specifically because they had some very good reviews – however it appears I’m the exception!
I wanted some Herringbone style flooring – not being a flooring expert I thought it would make sense to get some professional advice – so I spoke to one of their “sales experts” by phone. I told them what I wanted and I specifically said that I wanted a non-glue/nail flooring product – something that could be laid by a general home-improvement contractor or tradesperson and that wouldn’t require a specialist flooring fitter (as I’m currently having some refurbishment work done)
I was advised that the flooring I had asked about (engineered wood parquet flooring) was suitable as it could be fitted over an underlay and used a click-fit system that didn’t require any glue or other fixings...
Obviously it turned out this was completely the wrong advice! The flooring they sold would require me to put a DMP membrane down, level the concrete and then fix using an adhesive – this is exactly what I was hoping to avoid…
Once it was established they had given me the wrong advice, Luxury Flooring then recommended which DMP, self-levelling compound and adhesive products I would need and gave me a discount on these products to make up for the previous incorrect (fraudulent?...) advice that the sales guy gave me.
So, fast forward THREE WEEKS later and I’m still waiting for the materials to arrive… I’ve had to book, cancel and rebook the flooring fitter several times as Luxury Flooring kept promising the delivery would arrive that day or the next… (it turns out they didn’t even dispatch the order until a week after the day they had promised it would arrive!)
The last “100% definite delivery date we pinkie-promise” was yesterday and then today – but still nothing…
I’ve begged, pleaded, been super-polite, and a little bit grumpy but no progress yet.
I appreciate these are challenging times – but every other DIY/Home Improvement company I’ve ordered from seems to be functioning reasonably well – if you are unable to fulfil an order due to the current lock-down restrictions etc then surely you shouldn’t be trading – right?
So pretty please (with sugar on the top – if you can find any!) Luxury Flooring – can I please please have the stuff I need so that I can have my flooring fitted…
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
I settle for 300 pounds voucher and oil that would change the colour closer to the original sample and replacement of damaged boxes.
In 12/19 I ordered skirting boards from the same company as I had the voucher and asked for water based white finish. I was sent brown skirting board and I was told the colour of wood doesn't change when you paint it white. they missed a delivery again and I only got to know on the day after I contact them to see where was my delivery.
the original order was delayed by 2 weeks as I was told this is how long it takes to paint it.
I would need to use 18 L of white paint and two days job for my carpenter to paint them which would potentially will cost about £400 with labour.
they have hundreds of same negative reviews on their website for similar reasons.
I have asked them either to take the wrong ones back and send the right colour or
compensate for the paint so we do it yourself
both have been refused
Strongly advise to avoid this company
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
Day 3 - As we'd had no order shipping confirmation (no email or updates either) I decided to email Luxury Flooring to enquire if there was a delay, and if that was the case (a delay) to inform me what the delivery date would be (as we had a fitter lined up). I was given a very vague response.
Day 4 - 10th Oct
Reply to my email from Scott, & I quote -
" We are still waiting for the shipment to arrive in, but it does normally come in around this time. Should be here today or tomorrow at the very latest. So Monday for the delivery should be achievable".
Day 8 (of a 2-3 day lead time)
I called today (Mon 14th Oct) to be informed by Scott (the same guy who was replying to my email about delivery above being delivered on Friday 11th "at the very latest") that the particular order I placed would take 2 weeks to deliver!!
When I questioned why I wasn't informed about that last week he told me that the Person I spoke to (which was himself!) should have informed me that the product was on a 2-week delivery!
Now, I understand problems arise, delays occur etc. But when you are blatantly fed B.S. That is when it is time to request a refund & go somewhere were customer service is taken seriously. Which is exactly what I did.
Complete waste of a week, cancellation of a fitter (twice) & a completely unnecessary position to be put in.
To sum up, don't use this firm if you have a deadline that you might want to keep to as they are clearly unreliable.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
Usually stable businesses have more than 5 authority websites mentions, this one has 12 authority websites mentions and 0 mentions in other websites
Luxuryflooringandfurnishings.co.uk Review
No description for this company.
Luxuryflooringandfurnishings.co.uk Customer Service Contacts
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3 years ago
review by Philabram V.
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)