Beware - Floors2Go

Bornprouduk

Bought a solid wood floor Golden Oak after eight months started to delaminate have spent the last 10 months being given the run around it says it has a 17 year guarantee but they want me to pay an independent inspection fee of £75.00
I wrote email to their head office as below and it was ignored Exeter branch staff lie through their teeth and yes I have recorded the last 5 visits on my mobile
I now need some advice as to what action I can take


Hi

I am writing this because I feel you should be aware of thepoor performance of the staff at your Exeter store

I purchased a solid wood floor from you 2 years ago andafter a year some of the planks started to breakdown around natural knots etcon returning to your Exeter store to report this found it had closed down

at the same time my wife was very ill and was spending longperiods in hospital so I didn't get chance to follow up my complaint.

In April this year I saw you had reopened an Exeterstore and went in, I was told that the manager (Mark)would come and see it butdoesn't drive, I offered to give him a lift there and back as I only live 1mile from the store

it was arranged for a Saturday morning and I was rushed intohospital with pneumonia I phoned the store on the Saturday morning to be toldhe was off sick so wouldn't have happened anyway.

I have since returned on 8 recorded occasions to be givenvarious promises that I will be phoned back or Marc is on leave sick or someother excuse no one ever does as they promise

I usually see the salesman in the store

Upon going in the store on Tuesday 3rd of September thissalesman said he thought it had been dealt with and then made a phone call tosomeone who was purportedly going to come out Wednesday before six or Thursday

although he had just said the person had a fitting inWeymouth Thursday

As my wife is disabled we were in both nights but no oneturned up.

They have had 3 or 4 of my business cards so have no excusefor not returning calls or contacting me.

I am now in touch with a solicitor and they are preparingpapers for me to pursue a claim through the courts And through my role inDevon as a senior housing manager I will ensure that Floors to go are given asmuch publicity as I can

I felt that you should be aware of the way your store treatsits customers

Warm Regards

lilyrainbow

I only wish i had seen these complaints before i parted with my money 3 weeks ago. However, having spoken to my bank they have told me that if i send the receipt and proof of delivery date (which is on the receipt) then they will refund me in full and they will then get the money back from this horrendous company. Its apparently because i paid with a my debit card which is "chip and pin" so people im just hoping this gets me my money back. Will let you know.

lilyrainbow

I am also waiting for my delivery of flooring, 4 weeks now, anyway if it is any help to anyone if you have paid by chip and pin thebit card disputes, then contact your bank direct debit disputes. They will fully refund you then they take on floors2go and get the money back - its what i am doing.

lilyrainbow

FINALLY got my money back and here is how it happened, by Wednesday this week (4 weeks waiting for flooring) i had a meltdown, i suffer with unstable angina and the stress just got to much i was genuinely on the verge of a heart attack, i called 012135902344 then option 4 - (and early i called at 9am) i got through to a lady by the name of FAYE and boy did she get it sorted out, she could hear just how distressed i was and she spent time talking to me and helping me to calm down, she then got hold of a director of floors2go and within one hour i received a call to go back to the shop and all would be sorted - and it was. The salesman at the shop helped me and as it was his 1st day back from holiday leave he hadn't been involved in the mess at all. He was also great with me, he also told me that FAYE was the one person who got stuff sorted out and that I did well to get hold of her, but she is the one to have on side. So people - try it, the number is above and the name is FAYE - lovely lady.

Pinkjan4288

Hi everyone,
This thread makes me very nervous.
2 weeks ago I spent £900 on a floor including fitting.
The wood never arrived, they didn't call to re arrange.
When I called them they said it's the warehouses fault, they will get it sorted.
I went in today to be told by the staff member that the card machines have been taken away.
They are only taking deposits in cash.
They have promised our wood by Friday but I don't hold much hope for it.

We paid by credit card, thankfully.

The shop worker said that on Friday we can get a refund of the fitters cost.

When he spoke to the fitter on the phone it sounded like a very strained conversation.

I'm gutted, I wish I had looked at reviews first.
I normally do so much research into big purchases but the seller said he will do me a really good deal if we sign up there and then, what an idiot I feel.

AndyJay

I wish i'd read this earlier

Please see my post

https://forums.moneysavingexpert.com/discussion/comment/63372845#Comment_63372845

Andy

Bellzo

Same story for me - wish I had read posts before ordering flooring online. Ordered flooring on 26th July via online at cost of £329.44, fobbed off with delayed supplier shipping BS, 3 days became 6 + weeks. Cancelled order on 25th September and still waiting for refund after numerous calls to contact centre. The lack of customer care is laughable, been hung up on 4 times.......utter joke. :mad:
Will be going to watchdog and trading standards also.

Btw - ordered same flooring £100 cheaper, delivered in three days from factory direct flooring

wealdroam

Bellzo wrote: »

Same story for me - wish I had read posts before ordering flooring online. Ordered flooring on 26th July via online at cost of £329.44, fobbed off with delayed supplier shipping BS, 3 days became 6 + weeks. Cancelled order on 25th September and still waiting for refund after numerous calls to contact centre. The lack of customer care is laughable, been hung up on 4 times.......utter joke. :mad:
Will be going to watchdog and trading standards also.

Btw - ordered same flooring £100 cheaper, delivered in three days from factory direct flooring

Bellzo, did you pay by credit card?

Maybe consider getting your card issuer involved.

Have a read of MSE's Chargeback article, and their Section 75 Refunds guide.

Did you cancel in writing?
Email is ok.

Do you realise that under Distance Selling Regulations the seller should refund within 30 days from cancellation?
They have until the last week of October in your case.

Bellzo

Wealdroam thanks for the advice. I did pay by credit card but have not involved them thus far. After finally speaking to customer services agent Sally, she promised accounts were actioning my refund and it would be on my card last night, no surprise to find it's still not been refunded.
I guess I need to involve Credit card company now as it's so time consuming phoning those morons in floors to go although Part of me does like being their nightmare customer on the phone & listening to their false promises

Bellzo

We'll the refund finally arrived - after emailing floors2go with my story and threat to go to watchdog & small claims court, I thought I would phone one more time so I spoke with Sally again on customer services on Monday 14th October, after our usual process of me being put on hold she came back to tell me a cheque would be sent out on Thursday 17th as they had issues crediting my Credit card. Expecting to be talking to her again next week, I was amazed to find a cheque for the full amount of £329.44 in my Saturday post. What also amazed me was the cheque was hand written from a NSBC account, not a bankers draft as I expected. It came with a letter of apology from a lady called Fay Downes, hoping I would still choose to do business with them in the future - NO CHANCE.

FYI - there were two numbers at bottom of letter, not sure what dept they will connect you to but thought it may help others in their quest for refunds - tel - 0121 504 3650 - Fax- 0121 359 4316
:T