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Floors2go Bad service and refund policy, any suggestions?
jackkelly
Posts: 130 Forumite
Hi all, need some advice, or encouragement...sorry if it is a bit long, will try to keep it short.
We've spent around £900 on wood and laminate flooring from floors2go, we were told that our order would definately be in store on a certain day, after a phonecall, we confirmed that it was indeed in store and went to the store to pick it up.
The laminate wasn't there, that was what we wanted first as lounge is not ready for wood flooring yet.... Spotty Saturday boy tells us that he can't find it and that he has no one else there to ask what to do, therefore we can't get our flooring..
Not that bad a thing, you'd think, but we'd taken time off work to lay the floor and we had been promised it would be there for us.
So we rang the shop on the next working day and spoke to the manageress, who was the most unhelpful and obtuse person I've had the mispleasure to speak to for some time. Her only suggestion was a refund on the laminate, which is not what we wanted as we needed to lay flooring that weekend. No offer of an alternative product.
I spoke to my husband about this, his feeling is that if this their standard of customer care before we receive our goods, what can we expect afterwards? So we tried to cancel the order, they won't let us.
Remember we haven't actually received any physical goods yet, wood flooring still in store room of shop. so we rang the area manager who tried to fob us off after 25 mins with a refund of laminate, but we have to take wood flooring as there is nothing wrong with it. But I have issue with the way they have spoke to us and handled situation so do not want to deal with them any further and wish to go elsewhere.:mad:
We've spoken to Consumer Advice Line and they are contacting trading standards.....and in the meantime a simple google search for "floors2go"+"returns" gives you this...
Quote,
New returns policy
A new 30-day, no quibble, money back guarantee has been introduced to aid customers wishing to return product. Customers are entitled to a full refund on product returned within 30 days providing that they are in possession of a receipt, that the product is returned in its original packaging and that the flooring is not a special order product.
So whats going on? Are they trying it on with us, and just what is the general policy on returns if you haven't actually received anything?
Cheers any advice gratefully received
We've spent around £900 on wood and laminate flooring from floors2go, we were told that our order would definately be in store on a certain day, after a phonecall, we confirmed that it was indeed in store and went to the store to pick it up.
The laminate wasn't there, that was what we wanted first as lounge is not ready for wood flooring yet.... Spotty Saturday boy tells us that he can't find it and that he has no one else there to ask what to do, therefore we can't get our flooring..
Not that bad a thing, you'd think, but we'd taken time off work to lay the floor and we had been promised it would be there for us.
So we rang the shop on the next working day and spoke to the manageress, who was the most unhelpful and obtuse person I've had the mispleasure to speak to for some time. Her only suggestion was a refund on the laminate, which is not what we wanted as we needed to lay flooring that weekend. No offer of an alternative product.
I spoke to my husband about this, his feeling is that if this their standard of customer care before we receive our goods, what can we expect afterwards? So we tried to cancel the order, they won't let us.
Remember we haven't actually received any physical goods yet, wood flooring still in store room of shop. so we rang the area manager who tried to fob us off after 25 mins with a refund of laminate, but we have to take wood flooring as there is nothing wrong with it. But I have issue with the way they have spoke to us and handled situation so do not want to deal with them any further and wish to go elsewhere.:mad:
We've spoken to Consumer Advice Line and they are contacting trading standards.....and in the meantime a simple google search for "floors2go"+"returns" gives you this...
Quote,
New returns policy
A new 30-day, no quibble, money back guarantee has been introduced to aid customers wishing to return product. Customers are entitled to a full refund on product returned within 30 days providing that they are in possession of a receipt, that the product is returned in its original packaging and that the flooring is not a special order product.
So whats going on? Are they trying it on with us, and just what is the general policy on returns if you haven't actually received anything?
Cheers any advice gratefully received
0
Comments
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Ive had a similar issue. Ordered flooring online, was told it would be in store in 3-5 days. Wasnt. Various fob offs, eventually wrote letter to area manager. He didnt get it (illness etc etc), 2 months later he phoned me, told me he would investigate and get back to me. That was 2 weeks ago, nothing since. Waste of time.One by one the penguins steal my sanity.0
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I cant fault Floors2go, They have been fantastic for me0
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If i was you id be inclined to contact your credit card if they are not willing to help you and request for the payment to be cancelled0
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