Beware - Floors2Go

F2G_EX_EMPLOYEE

Owed bonus, and been given the run around !! now i know how the customers feel !!! THIS COMPANY NEEDS SHUTTING DOWN, I apologize to any of my customers who I sold products too and have been disappointed by Floors 2 Go, I had to make a living

Zandoni

pmduk wrote: »

You'd think with their level of service all their head office staff would know how to spell complaint properly.!

At least they didn't put a full stop before an exclamation mark

Anotherf2gvictim

Update: I did finally get my money refunded with a letter of apology, but only after Barclay Card got involved. Can I ask that we all post a link to this thread on Facebook/Twitter etc, so that others are saved from falling into this trap. Next step for me is to report to trading standards.

Anotherf2gvictim

Queenie_Cupcakes wrote: »

I agree put out as much negative information about them as possible, I am even thinking of protesting outside their store and making customers aware of their actions, I am looking into a lawful way of doing this...;)

I had much the same thought. I too want to do something, keeping it legal(or maybe just on the edge!!), to highlight the scandal, and p**s off the store staff!

F2G_EX_EMPLOYEE

F2G_EX_EMPLOYEE wrote: »

Owed bonus, and been given the run around !! now i know how the customers feel !!! THIS COMPANY NEEDS SHUTTING DOWN, I apologize to any of my customers who I sold products too and have been disappointed by Floors 2 Go, I had to make a living

Still no sign of any bonus that was promised to me by my area manager promised me over 1 week ago. i wait in anticipation to see if my final wage is correct.

sugarflick

After nearly 4 weeks and many calls and much moaning my flooring finally arrived and I yesterday got £150 compensation. The only staff member in had to take all the sh*t which was unfair. The manager called me once and I called him but he was not very helpful and it seems I woke him up at 9am on a Friday morning! whilst his poor staff took the brunt of our complaint. Then he was in meetings all day, if he was in bed why did he answer his phone! Shocking. I was very disappointed with the set up of this company ie communication was ridiculous ! I will still write to their head office and praise Tracy in hedge end but as for the whole experience! Ie 4 weeks loss of rental for my new studio because of this shambles. They have also lost the loyalty of a builder who used them very often. Hope they can do some staff training and look at this forum and hold their hands up to this mess and look at ways of improving.

Anothervictim

I wish I'd found his site several weeks ago! I ordered laminate flooring at the start of June this year and have been chasing a whole load of issues with Floors 2 Go ever since. I should have realised the day I placed the order that things would not go smoothly after the staff were more interested in discounting a big trade order for a family member of am employee, it should have been a £12000 ordered which they discounted to £10000 now i know how they cover these discounts with the smaller orders they mess up and do not refund to personal customers. i placed an order in the Leicester branch (Andy Fletcher area manager your right never answers the phone!). Initially they did not deliver on the agreed date, then several phone calls later they were trying to deliver a day I was not around and I said I could not do this date, at this point I was told the warehouse would contact me to arrange a delivery date. This did not happen I returned home the date I was not available to find a stack of Laminate in the rain in my doorstep in full view to all. According to neighbours I had been there all day, I contacted the store who were very apologetic came and collected it and since this time I have struggled to get anyone to peak to me, including the store, head office and the area manager.

The store manager who agreed I was entitled to a refund has actually now left the store 'quickly and unexpectedly' according to people in the store. I was also told I would get the refund within 10 days by cheque only after several weeks of chasing and hearing nothing I was eventually told by the new store manager that my refund had been declined!

After 2 months of this I contacted Consumer advice bureau who advised I should write everything in a letter and send it to be signed for, this I did addressing it to the CEO Simon Farnsworth but yet again no reply, contact etc...

I will be continuing to fight this, as this in horrendous and no one should have to go through this. Make sure no one uses this company ever again, I'm spreading the word everywhere I can!! Nearly 3 months on no floor and £444 out of pocket!

Williams19

ModelTenant wrote: »

So I got through after 2 hours of calling and asked for Malcolm - first time they put the phone down on me. Second time they told me you are out on the road and don't work in the office. Very clever Mr Malcolm.

So I have had the same experience as a lot of people and no-one in authority within this company wants to deal with the matter. Its very convenient that the manager that sold me the goods in which I told him my intents and was advised he had since left the business. After a 4 week wait for a reply from Head Office after going into store weekly, no reply as to a refund on top of that a random man Lee claiming to be any Area Manager had no customer service skills after just walking into the matter was very rude and condescending. He also asked if I wanted details for someone in a higher position went I said yes his reply was "if you want it go get it its over there on the wall" I suppose this is a great reflection of what Floors to Go portrait as " Excellent Customer Service". After several calls to a Regional Manager And Fletcher who phone is always switched off or left to ring out. Who then calls back stating that he will call back in a 30 minute timeslot quoting a time for call and stating if unable to reach will try the following day and over a week late you are still waiting fir the return call considering that you make a further 4 call to him and 5 to Head Office with no answers from any of the once again a reflection of "Excellent Customer Service" . Had to then call Floor to Go Direct who advised the details would be forwarded to Malcolm James as I since found the poor reviews advising he would deal with the matter to my surprise I am still awaiting callback from him, as he is never available or out the office. Go to show that this company clearly has no care for its customers an is money orientated, as it clear with holds money of customer's that a are rightfully owned a refund, for several different reasons.

In light of this rest assured that there are some staff that care about the customer in the business as the two guys in store have tried to help as much as they could. But this matter is now beyond there control and is causing unnecessary a stress.

I would say the company is a bunch of COWBOYS.

benji12345_2

I had the same problem. We were guaranteed the flooring would be ready for collection within a couple of days, after a week we went back to the store to chase it up, not only did they not have it, but they had none of the flooring available in any branch and could not give me a time frame of when it would be available. So we asked for a refund. After a couple of weeks and no reply from the company I managed to speak to Andy Fletcher, the area manager. He said he hadn't received any refund request but he would get on to it straight away and a cheque would be dispatched shortly. He then stopped answering his phone when I tried to chase up the issue. I dropped into the shop and on the off chance saw Mr Fletcher in person. When I asked why he hadn't picked up his phone or returned any of my calls for the last two weeks he tried to fob me off by saying he was in meetings. I asked when my refund would be available and he guaranteed me it would be with me in a couple of days. It didn't arrive and again he stopped answering his phone. It was only after contacting my bank and a letter from my solicitor that we eventually received a cheque, 6 weeks after it was originally promised. I bought my new flooring from another shop, one of their employees used to work at Floors 2 Go, but left due to the amount of complaints he constantly had to deal with. He also informed me that as a rule the company would hold on to customers refunds for as long as possible. They were told to lie to customers and inform them that the issue was being dealt with, when in fact the money would sit in the bank account. My solicitor informed me that he is using the litigation department to chase the home address of the Managing director so I can send my numerous letters of complaint direct to source. I also contacted Watchdog, trading standards.

Frankndave

I have just received my full money back to my bank today. This was only through going on this message board that I knew how to go about the charge back process. My bank has dealt with it. Floors 2 Go had no intention of refunding my money. Thanks very much for the help it's appreciated. One relieved lady