Floor Express

The shop Floor Express is excellent, the service is outstanding, and the prices are great.

Super friendly service from Adrian. Excellent price vinyl flooring for the bathroom. Loads of carpet choice. Highly recommend.

Adrian was a great help in finding the best quality materials at the best price. He took the time to explain the options, offered honest advice, and made the whole process straightforward and stress-free. I’m really grateful for the care, support, and excellent customer service throughout. Highly recommend!

Very happy with the customer service and really good price at artificial grass.

Mike has been fantastic from start to finish. He has a wealth of knowledge and helped me choose the perfect flooring and carpets while staying within my budget. He has been incredibly patient, helpful, and always happy to answer any questions. I really appreciated his advice and excellent customer service. I would highly recommend Mike/flooring express to anyone looking for quality flooring and a great buying experience.

I am writing this review after taking Floor Express Ltd to court and receiving judgment in my favour. I have attached supporting evidence, including photographs of the flooring and the court order, to confirm this was a genuine customer dispute and not a review they can dismiss as someone they “cannot find on the system”, which I have observed in responses to other 1-star reviews. I appreciate there are a lot of screenshots, but I felt it was important to include them for transparency. On 26th April 2025, I paid a £141.89 deposit for vinyl flooring supply and fitting. Before installation, I sent photographs of the subfloor and was told the floor “looked OK”, although levelling was discussed regarding possible grout lines showing through in future. The flooring was fitted on 7th May 2025. I was told the work would take around 15 minutes, but the fitters were in my property for around 10 minutes. During fitting, I was asked if everything looked okay. I have a visual impairment and could not properly assess the work in the moment. I felt under pressure and said it looked okay before making the final payment while the fitter waited at the doorway. After the fitters left, I discovered multiple defects including raised areas, bumps, creasing, soft spots, unevenness and what appeared to be a loose tile left underneath the vinyl. Photographs of these defects are attached. Two days later, I received a phone call asking if I had paid the remaining balance despite already paying in full and showing proof of payment before the fitter left. Floor Express later described this as “a clerical error”, but by that stage trust had already been damaged. To note: In the screenshot I refer to this phone call being "two weeks later". I meant two days and that is reflected in the attached call log. I reported the defects by WhatsApp on 26th May 2025. On 2nd June 2025, Jay from Floor Express attended to inspect the floor. During the visit, he stated that “we are not going to go looking for faults” despite then identifying a visibly creased area himself. I was told a written report would be prepared, but no report was ever provided. When I later requested a refund, Floor Express blamed the subfloor despite previously telling me the floor “looked OK”. When I provided screenshots of their own messages, they maintained the issues were due to the floor not being levelled. In my view, this felt like gaslighting because the explanations given after the defects appeared did not match the reassurances provided beforehand. I was offered either a free attempt to smooth and relay the vinyl with no guarantee of success, or to pay a further £300 for levelling work and relaying. The matter eventually proceeded to court. At the hearing, the judge noted that Floor Express had not uploaded their own evidence or witness statements. Mr Khan, part owner of the company, attended on behalf of Floor Express and attempted to rely heavily on my own evidence. The judge reviewed the WhatsApp messages and made clear that the earlier grout line discussion was not the same as the defects I had complained about. Mr Khan also raised my visual impairment during the hearing and argued that I had not informed the fitters about it during fitting. The judge immediately stated that I was under no obligation to disclose my disability to the fitters and that good workmanship is not dependent on such a disclosure. The judge also said it was my right to decline their "remedies" Throughout the dispute, the explanation for the defects appeared to change repeatedly, including references to the subfloor, possible furniture movement after installation, and later my visual impairment. The judge ruled in my favour on 23rd April 2026 and ordered Floor Express Ltd to pay me £344, covering the flooring costs and court fee. My issue is not simply that something went wrong. My issue is with the quality of the work, the handling of my complaint, the lack of the promised report, the changing explanations, and the fact I ultimately had to take the company to court to resolve the matter.

Helpful and knowledgeable staff each time I have come here. Updated to add photos