Beware - Floors2Go

EternallyGrateful

I am another one who wishes I'd read this thread before ordering from Floors to go!
I paid £55 plus VAT to have the flooring delivered directly to my house. On the promised delivery day (Wednesday) I expected a call from the driver to give me a time slot. By 11am I'd heard nothing so called the branch - Warrington. The manager told me delivery was going to be on Friday. Naturally I was annoyed and was told that they were doing all they could to help me out. I said you're not doing all you can you're just telling me when you were going to deliver it anyway!
Anyway, here we are on Friday, the goods have finally arrived. The packaging is filthy and gives the impression of being stored in a corner for years waiting for some sucker to come along and order it! The first board I took out is bowed by 25mm over its 1800mm length and my "random lengths" comprises: 53 x 1800mm, 3 x 1200 and 3 x 600.
After having called the branch twice I am now waiting for them to call me back.
If I've not heard anything by 1pm (it's now 12:39) I will put it on to my van, return it and demand a refund to my credit card. If they tell me refunds are payable by cheque I will create a scene until the refund to my card. I have wasted enough time on them already.

Buzby

Unlikely they would suggest a 'refund by cheque' as they would need to pay you more than they got from the sale (due to CC commissions). Refunds are made to the card used, so no fees are payable for a cancelled order.

EternallyGrateful

Thanks. I understand that, my comment was based on what others were saying.
Before I returned the flooring I just made one more call. I explained to the guy that I was prepared to return the flooring at my cost if they refunded my card. I did point out that considering they charged me £55 for delivery it was a more than a fair offer! He said it's not a decison he can make and that he's still waiting for his manager and "the buyer" (?) to return his calls.
Looks like I may be mounting a protest outside their Warrington branch over the weekend!

flawedfloors

We ordered £3200 of engineered oak on 17th November paying by cheque. Delivery dates were promised several times and even told flooring was on the lorry on its way to us....never arrived holding up building work. Eventually after intervention by our builder a delivery was made of the wrong items which our builder said he would not use in his garden shed. I refused to accept and it was loaded back on the lorry. Went to Aintree store and promised full refund by cheque, signed refund form and given a copy. No cheque arrived, multiple calls to head office with many false promises.Have now sent recorded delivery letter of intent and will have to commence court processes to get refund. Our daughter is a solicitor and able to help with this.

Do not use this company, We went to another local company who delivered immediately a better material at a cheaper price. The history of Floors2Go is not good and they have gone into administration more than once.
A terrible experience.

nofloors

I have also been ripped off by floors 2 go after buying nearly £3000 worth of oak flooring from the Aintree store in December 2013 which never arrived. Every time a delivery date was promised I waited in all day - it never arrived and no-one ever called to let me know. This happened at least 7 times at which point I went to the store and filled in a refund request form to which I have had no response at all. I also emailed Faye Downes at head office (FDownes@floors2go.co.uk) and have not had a response. I have been relentlessly lied to by Aintree staff, management and anyone I have spoken to at head office. I paid on debit card and my bank are pursuing chargeback - I am still waiting and have been told it could be another 45 days (if they are successful!) meanwhile floors2go have my money and I have no floors which were taken up ready for the new floors that never came - its freezing! I want to take them to court - has anyone else had success with this route? I am so shocked that this company have got away with this for years - how can they still have my money!! It seems to me that it is a corporate decision to take people's money upfront and just keep it as long as possible. I have contacted trading standards and watchdog - like many other people - lets hope they act on it

EternallyGrateful

After waiting in on just one occasion you should have emailed them (then it's in writing) to say that should they fail to deliver on the next promised date you will charge them £15 per hour for every hour you are left waiting.
When I was waiting for them to collect the wrong flooring as well as the £15 per hour I told them I would also charge £25 per day for its safe storage.
They arrived within two days.
When I was owed money on a previous occasion I went through the county court and it was all done on line. Your problem may be just how much you have in writing or whether contact with them has all been verbal. You can't beat a paper trail when it comes to a legal fight!

laineybird2000

I'm an ex employee of this company. I worked for them around 9 years ago. Even back then they had a "no money back" policy. Area managers would drive for miles from store to store to try and fill peoples orders. The excuses we were told to give were ludicrous, bare faced lies said by interchangeable staff. No customer care, no chain of command.
I quit when I told an area manager about a couple who had saved for years to buy 3000 worth of solid oak flooring, only to have to wait for months. He told me to tell them that illegal immigrants had been found on the delivery wagon coming into Dover and had been impounded. They've been declared insolvent a few times and changed hands loads over the last ten years.

The only advise I can give, is go to head office, in person and ask for your money back. A phone call will hold no joy at all. They can't fob off a person standing in front of them. Good luck

EternallyGrateful

laineybird2000 wrote: »

I'm an ex employee of this company. I worked for them around 9 years ago. Even back then they had a "no money back" policy. Area managers would drive for miles from store to store to try and fill peoples orders. The excuses we were told to give were ludicrous, bare faced lies said by interchangeable staff. No customer care, no chain of command.
I quit when I told an area manager about a couple who had saved for years to buy 3000 worth of solid oak flooring, only to have to wait for months. He told me to tell them that illegal immigrants had been found on the delivery wagon coming into Dover and had been impounded. They've been declared insolvent a few times and changed hands loads over the last ten years.

The only advise I can give, is go to head office, in person and ask for your money back. A phone call will hold no joy at all. They can't fob off a person standing in front of them. Good luck

Unfortunately they can fob off a person stood in front of them - they can call the police and have you removed on grounds of trespass!
What you have to do with any purchase is the first time something goes wrong send a detailed letter or email.
You have to tell them what should have happened, what did happen, what they have to do to resolve the situation, a date by which time you expect it to be resolved and the consequences if it isn't. So long as the time you allow them is reasonable - usually seven working days - then, if they don't get back to you, you can carry out the threat.
If the threat is county court action then you can do that on line and claim costs as well.

Smi13r

Unfortunately I've fallen victim to the Floors 2 Go Scam too, but thankfully I paid with credit card.

Ordered over £1000 worth of flooring on 4th January; by end of the month no sign. I was told at the beginning of February it was out of stock and would be back in stock on 22 February, which obviously came and went. This week I was again told it was out of stock and would be in by the 22nd March (I sense a pattern here). I asked for a refund and was told only the Area Manager could authorise that! I'm still waiting.

In the meantime, I went to Lloyds, who my credit card is with, and asked to make a Claim under Section 75. It was all very simple and the claim is now in hand, all I have to do is provide the receipt and proof of the date delivery was intended (which is on the receipt).

I will also be contacting my local Trading Standards.

I'm so glad that I came to this forum and found out about Section 75!

kate308

We purchased some wood flooring in store in a Feb 2014 and chose our delivery date for early March.At 6pm on the delivery day there was no sign of our flooring. After being passed from pillar to post between the store and customer services we were told our flooring was actually out of stock and there would be a 4-6 week delay. We decided this was unacceptable and requested a refund and left it in the hands of the customer services advisor. To cut a long story short, after 2 weeks of constantly chasing them, being told different stories and being lied to we are still trying to get our refund. The refund policy they state on their receipt holds no value with them, it's a farce.
I can honestly say we have had the worst customer service we've ever experienced and in the present retail environment most retailers have customer service and satisfaction at the top of their priorities but it's definitely not the case for Floors 2 Go.
Having since researched online that Floors 2Go were notorious for failing to honour their refund policy in the past, we wished we'd discovered this sooner as we would never has given them our custom.
Even though they went into liquidation a couple of years ago they have not changed their refund policy since being bought out and it's unbelievable they are still trading with such poor customer service.
I would advise anyone to avoid this company as they are still up to their old tricks and taking peoples hard earned money and not returning it when they are the ones at fault.
We have taken it up with our credit card company and as soon as we mentioned the company was Floors 2 Go, the advisor groaned and said we've had issues with them on many occasions! We are hoping it will be resolved before having to involve trading standards and watchdog.

Any other advice on how people have got their money back would be appreciated.