The Wooden Floor Store Reviews 

I first placed an order on 12th November using 0% finance, which was cancelled without any notification. I reordered and paid in full on 19th November, based on a 5 working day delivery timeframe, and arranged installation. A 26th November store collection date was shown, but I was never contacted to advise collection.

On 27th November, I was told part of the order was coming from Ireland and part from England. I was promised free home delivery (delivery fee waived) and assured it would arrive by 1st or 2nd December.

No delivery arrived.

I then waited in all day on Friday 5th December — again, nothing. I was apologised to, I was given £50 compensation, and given a new delivery date of Wednesday 10th December.

Once again, no delivery.

I had no choice but to go elsewhere. I bought flooring from Howdens, collected it the same day, received excellent service, and it was £350 cheaper.

I cancelled my order and received a refund minus the £50 compensation I had been given. I was then contacted by the delivery company to arrange delivery, proving the flooring had never been handed to the courier, despite the excuses and blame-shifting.

This is the worst customer service I’ve experienced — repeated misinformation, I was the one always having to communicate,missed deliveries, and unnecessary stress.

In the UK, generally no – a company should not simply take back compensation they’ve already paid you by deducting it from a refund, especially if the problem is still ongoing.

Here’s how it usually works 👇

When a company cannot deduct compensation

A company should not deduct compensation from a refund if:
• The compensation was paid for inconvenience, distress, or time wasted
• The issue has not been fully resolved
• The compensation was described as a goodwill payment
• There was no clear agreement saying it could be reclaimed later

Once paid, that compensation is normally yours to keep.

⸻

When a company might be allowed to deduct it

They may deduct compensation only if:
• The payment was clearly labelled as a temporary credit or advance
• You were told in writing it would be adjusted once the final refund was calculated
• It was specifically compensation toward the same refund amount, not for inconvenience

If this wasn’t clearly explained at the time, they usually cannot claw it back.

* to your reply!

I strongly disagree with your version of events. I was the one repeatedly chasing for updates, and at no point was I proactively informed by you.i had to ask for tracking that was given to me at the end of the day after waiting in not prior to delivery.

Failing to take responsibility for getting the flooring to the store for collection and then not contacting me! POOR SERVICE FROM YOU! Take some responsibility.

The delivery was the last of a poor effort to deliver!! And yes you did not deliver…. !!! Obviously as I could not stay in for a 5th day waiting.

While you state the interest-free credit was not completed, I received no communication whatsoever to advise that it had not gone through.

The order was placed on 19th November with a 5-day delivery timeframe. After multiple delays, missed delivery attempts, and no successful delivery, I was left with no alternative but to cancel the order on 11th December.

The cancellation was a direct result of ongoing failures in communication poor service and delivery, not a matter of choice.

And a tip for the future a sorry doesn’t go a miss!!!

Good selection helpful advice and quick delivery of samples

Spoke to josh and Jack recently in helping me with my order and they were both informative and helpful.

Sample of wood was a close match.

Annoying was with the shops phone number. I kept being directed to a lady based outside the Glasgow area.

The floor I bought is a great quality product. The customer service team was very responsive and helpful with scheduling the delivery as well as replacing a pack that was damaged during transportation. Very happy with the experience.

Samples quickly and follow up calls. Quote also received quickly

Purchased stairs and flooring one evening and team contacted me the next day asking me for my preferred delivery date. I also asked them a question around installation and they replied quicky, with pictures to help give me some ideas. Would definitely use again - first class products and service.

Netherfield, Nottingham.
James was a great help checking my measurements, explaining all of my options before we settled on a Oak engineered flooring which looks amazing now its down. Even after i had purchased the flooring, nothing was too much trouble for James each time i rang for guidance or advice he was more than happy to help. Even when i fell short on my underlay he was more than happy to sort me a couple of metres out. Cannot recommend enough. Helpful friendly service!

My order was delayed because of the warehouse and to make it up for the lost time, Mary and James from Nottingham branch offered me an extra 2 packs which I needed.
All in all the order was handled with professionalism and care.
Thank you very much. The floor looks great!

I ordered a sample of floor cladding. It arrived promptly, well packaged, and it demonstrates the quality of the product.

I recently had engineered wooden flooring fitted by The Wooden Floor Store and I’m extremely pleased with the experience. Before purchasing, I visited the store several times and spoke with Brad, who was incredibly patient and helpful. I was unsure about what type of flooring to choose and how much it would cost, but no question was ever too much trouble. Brad took the time to walk me through suitable options and pricing, which made the whole process much easier.
Once I placed my order, the flooring was delivered a week before installation. We removed our old carpet ourselves to save on costs. Tom, the fitter, arrived on the agreed date and completed the installation over four days. His work was excellent, and he gave us plenty of useful advice on how to care for and protect our new floors.
The only minor downside was that Tom did not shave any plinths or doors, so we had to arrange for a joiner afterward. I phoned Brad for advice, and while they did recommend a joiner, we had to wait a few weeks for availability. On the plus side, the joiner they recommended did a fantastic job as well.
Since the installation, we’ve also noticed the house feels much warmer, which was an unexpected bonus.
Overall, I would definitely recommend The Wooden Floor Store. The team was professional, knowledgeable, and the final result is brilliant.

Excellent flooring. Great customer service. Very impressed. Recommend

Great service provided by Josh…quick responses and very helpful.

Happy with the product, quick delivery, good communication and helpful staff dealing with our enquiry over the phone.

Not fitted yet but looks lovely well packed great delivery

John and Dave have been so helpful in the Leith branch. Their level of customer service is tip top. Great knowledge of the products as well as a wide selection to choose from. Cannot recommend highly enough. John and Dave are a credit to the company.

Prompt delivery fantastic customer service

The samples never arrived.

Very helpful staff quick delivery