Anyone considering buying wood floors from UK Flooring Direct (UKFD) may want to read about my experience.
On the advice of my builder, I purchased around £800 worth of engineered wood flooring (Engineered European Oak Flooring Brushed Oiled).
The problems started even before the flooring was installed. The company sent me several packages of the wrong flooring, and the joiner I had hired to install them needed to return for an extra day of work after the correct flooring arrived. This was a major inconvenience for both me and my joiner.
Within 1 month of the flooring being installed, the veneer on one panel came completely unglued and started cracking (see pictures below). My joiner returned to inspect it and determined that the product was faulty. UKFD asked me to fill in an assessment form explaining the problem and the conditions in which the floor was installed.
One week after submitting this form, I had yet to get a response. I called back to inquire on the status of my assessment. A customer service representative said she would look into it. Several hours later, she phoned me back and provided details that were inaccurate, contradictory and in some cases ridiculous.
I was told (1) that my 1950s house was “quite old”; (2) that there were wet works going on in my house at the time of installation, which is inaccurate. (3) that the flooring had been simultaneously too damp and not humid enough. She offered me a single pack of flooring in compensation. I declined and asked to speak to a manager.
After more than a week of daily phone calls on my part, I managed to get through to Chris McAteer. He maintained that the damage was not UKFD’s fault and refused to offer any more compensation than a single package of flooring – and that has failed to materialize so far.
The floors UKFD sold me are beautiful. But based on my problems with the product and the way they treat customers, I would recommend looking elsewhere for flooring.