Direct Flooring - returns policy

HAL_9000_3

We bought £500+ of laminate flooring from the Dundee store of Direct Flooring earlier this month. Once we got it home, we realised that it was completely wrong for the room we had bought it for, and took all 27 packs back, unopened, to the store, expecting to be able to get our money refunded.

Not so. The company policy - across all of its stores - is to give a credit note or exchange for other goods. The area manager emphasised that under no circumstances will you get your money back if you change your mind, and said that this was the managing director's ruling, which would not be changed.

B&Q, IKEA and other enlightened traders realise that you are much more likely to come back if you can return goods for a refund (during a 90-day period). We brought the goods back in perfect order and were offered nothing more than a tatty, hand-written credit note. And all that you can use it for is more flooring from them...

The returns policy was not fully discussed with us when we bought the goods, and there is no mention of it on the original receipt. There are photocopied notices displayed, but they appear to state that you can bring back unused goods for a full refund - this is not the case.

However attractive the prices are, be aware that once you hand over your money, Direct Flooring will not be letting you have it back. A 'Google' of their company will tell you all you need to know about their past.

Don't say you haven't been warned.

They have stores in Aberdeen, Dundee, Edinburgh, Falkirk, Glasgow, Inverness, Kilmarnock, Kirkintilloch, Motherwell and Whitburn.

vikingaero

Can you explain why the flooring was wrong for the room you had bought it for?

Generally stores who allow a refund or substitution do so out of goodwill and as an addition to your statutory rights. In most cases your only right to a refund is if the goods are faulty.

hollydays

I am sure there would have been a sign displayed explaining the refund situation.It is perfectly lawful anyway.
Lots of retailers have this policy.Where have you been the last few years?

You are not being totally truthful here-what exactly did the notices state? How was it unclear?

What will we find if we google the company name-clearly nothing or you would have stated it.

I am guessing you bought for a kitchen then realised the laminate wasn't suitable after you read the instructions on the pack?

HAL_9000_3

I resent the accusatory tone of the previous post.

The text - copied from the picture I took on my mobile (not computer-literate enough to post the pic itself) runs as follows:

"CUSTOMER NOTICE
REFUNDS AND EXCHANGES
We will gladly refund or exchange any surplus i.e. complete unopened
packs of flooring or accessories on the production of a relevant
receipt as proof of purchase

PLEASE NOTE
Refund policy only applies to goods returned within
28 days of purchase"

Both my wife and I have degrees in English, and we felt the first paragraph allowed us to return the "complete unopened packs" for a refund.

We found ourselves rushed into choosing alternative flooring because the packs of KVIST bamboo flooring from IKEA we had bought were simultaneously warped in several different directions, and we had to get something quickly during the "window" our fitter had. IKEA refunded swiftly and courteously.

vikingaero

HAL_9000 wrote: »

We will gladly refund or exchange any surplus i.e. complete unopened
packs of flooring or accessories on the production of a relevant
receipt as proof of purchase

I've highlighted the primary part for you. They will refund the odd unopened pack that you have left over - not the complete lot.

smcaul

They are under no obligation to refund in any way. If the goods were faulty, such as the Ikea goods then you are covered by the SOGA, if the goods are fine but it is you that have changed you mind then the store is not even obliged to give you a credit note. So you actually did quite well getting what you got.

Had you asked whilst purchasing if you could return them for a full refund if you changed your mind, and they had agreed, then this would have formed part of your contract for purchase - it sounds as though you did not ask, so you are only entitled to what you got.