Floors 2 Go Warranty

paulonthewall · 11 January 2010 at 10:28PM

Hi guys.

My partner & I have had a laminate floor fitted in our living room about two months ago which we purchased from Floors 2 Go. We have been very pleased with said floor up until recently when we noticed a crack running across one of the boards which obviously wasn't there before.
The floor is from their higher priced range & so we are rather surprised to find this - especially as it comes with a twenty five year guarantee.
We haven't as yet approached the store regarding the guarantee as we are hoping to glean some information before hand - fore warned is fore armed & all that.
The floor was fitted by a friend of ours who is a professional painter & decorater & lays laminate floor on a regular basis.
What we would like to know is if anybody out there has had a similar experience & knows what the Floors 2 Go policy for their guarantee is as their website details are very sketchy.
If the floor is deemed to qualify for cover by the 25 year guarantee what is the course of action & outcome on Floors 2 Go's part & what kind of things would deem the guarantee invalid?

Thankyou in advance!

baza52 · 12 January 2010 at 12:14AM

from their website,
6. Product Guarantee
If you do not use a Damp Proof Membrane on ground floors, or if you do not use the correct underlay, or if you do not have the flooring fitted correctly, this will affect your guarantee.

Im guessing they will blame the fitter or materials he used.
Im suprised the board has cracked. perhaps the floor underneath had some debris on it on wasnt level.

neilmcl · 12 January 2010 at 1:18AM

Has the whole board cracked or is it just the laminate? It does sound like the board has been laid on some debris, pehaps a nail or something similar.

What sort of fitting does the boards have, standard tongue n groove for use with nailing or adhesive, or was it a click system?

paulonthewall · 12 January 2010 at 7:41AM

Hi guys, thanks for your response.

The floor was laid over a timber floor so I was told it does not need damp proofing. The floor had few imperfections & that I personally removed all nails, bumps etc. The underlay used was the correct type too.
As far as I can see it is the laminate has cracked as opposed to the whole board.
It is tongue & groove with a click system.

Thanks again!

neilmcl · 12 January 2010 at 11:33AM

paulonthewall wrote: »

Hi guys, thanks for your response.

The floor was laid over a timber floor so I was told it does not need damp proofing. The floor had few imperfections & that I personally removed all nails, bumps etc. The underlay used was the correct type too.
As far as I can see it is the laminate has cracked as opposed to the whole board.
It is tongue & groove with a click system.

Thanks again!

That doesn't mean that there couldn't have been something dropped as your mate fitted the boards. Having said that if just the laminate is cracked which could be due to poor manufacturer, the laminate after all is just paper in the end of the day, or it could be due to an uneven floor. Do you know if was laid across the floorboards are alongside? You're lucky in a way as it's a click system so should be fairly easy to remove. Do you have any spare to go in its place?

underlay_guru · 12 January 2010 at 3:44PM

Hi there,

I do not know any guarantees or warranties that Floors 2 Go offer, however I know that a laminate should not just crack under normal wear & tear, provided it has been fitted correctly! A normal wear warranty for a flooring product would usually cover for 'premature' wear.

Is the product involved a Laminate floor (which is an HDF board with a platicy top layer), or an engineered board (HDF or wooden board with a real wood top layer)? I ask this because people often get confused by the two. A laminate is basically a photograph of wood topped with a plastic wear layer, whereas the top layer of an engineered board is a thin sheet of real wood, meaning it can be suseptible to splitting along the grain.

If your flooring is Laminate Flooring I am tending to agree with neilmcl on this one. The most likely cause of the damage will be down to the board being laid down on an imperfection on the floor, such as a loose nail.

Was each board aclimatised for at least 24 hours and inspected before installation? did you fit it yourself, or use a qualified joiner? Someone from Floors 2 Go will almost certainly ask these questions. Again, I am certainly not accusing neither you or your fitter of accidentally damaging the board, but under domestic conditions there is absolutely no way that the surface of the board can just split or crack at its own accord! (provided it has been fitted correctly).

I would suggest you have a word with floors 2 go about your complaint, but don't expect any compensation i'm afraid. Ask if they can offer you a couple of replacement boards as a goodwill gesture, and have a word with your fitter about remedying the damage without charge...

If your flooring is an engineered board, I would take an educated guess that the top layer has split along the grain, which is unacceptable quality. Speak to floors 2 Go about the quality of the product, and aim to get remedial work implemented at cost to them.

Floors 2 Go Warranty

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