Frank's The Flooring Store in Newcastle upon Tyne gets warm reviews for in-store staff including Tracy, Kieran, Gary, Jackson, Tom and Kerry, praised as patient and knowledgeable when helping customers choose carpet and vinyl flooring, with fitters like Richard and measuring visits from Nathan also singled out as professional. However, there is a clear recurring pattern of serious complaints once fitting is scheduled: reviewers describe fitters arriving very late, in one case not finishing until after 10pm, poor communication about delays, damaged skirting boards, uneven or loose door bars, and a slow, drawn-out process when a faulty carpet needed replacing. Several customers also describe a price-match promise being withdrawn without explanation. As a carpet and flooring shop in Newcastle upon Tyne, Frank's The Flooring Store holds a 3.6-star average from 237 Google reviews.
Reviews
3.6 / 5 · 237 totalTracy has been patient and super helpful with my multiple questions and indecisiveness.
They phoned me half an hour before to tell me they would arrive soon. They gave me professional advice about my flooring. Store staff are amenable with a good attitude. Vinyl fitting is very good.
Extremely helpful and provided a very customised service needed specific to my needs. Brilliant prices on the roll-ends. I will be back and would definitely recommend.
I had my full apartment done with Frank's Carpets today even though I'm on the 22nd floor nothing was a bother, absolutely beautiful and amazing quality ,also the staff at Stamfordham road so helpful , and very polite ,the Carpet fitters arrived early and got on with the job in hand no problems everything laid to perfection. Thanks to all the guys that made this happen, would highly recommend Frank's Carpets.you won't be disappointed.
I ordered my flooring through Kieran who was very friendly, as well as professional. I had Nathan at my home yesterday, measuring up the job. He was again very professional and respectful of my home. I went into store today to pay my bill and both lads were there. Great service, good banter and customer care, they even introduced me to Richard, who will be fitting it. I’d definitely recommend their service. Best Wishes Julie!
Prices only average, there are cheaper shops elsewhere. The staff here are shocking, they will say anything to get a sale. The shop manager couldn't run a monkeys tea party, he blames any problems on miscommunication by the customer. If it's carpet or flooring you require i would advise to shop elsewhere, the staff here are shockingly poor. I wouldn't use this shop again, once bitten twice shy so the saying goes. Terrible customer service!
NEVER EVER USE THIS COMPANY Had carpet fitted and line marked all way through it, was told to hoover it and it would come out. 4 weeks later it hadn't budged so they sent someone with a steam kettle and a scraper, this didn't work so they agreed to replace it I was told the replacement would arrive on the thurs, phoned the store on the thurs morning to ask what time and they said it was booked for the Friday. On the Friday they said I would be 1st call and I got a call from the fitter to say he had just been told about the job and it would be an afternoon fitting !! Went to the shop to complain and they said a fitter would be out within the hour....I waited and 20 mins later got a phone call to say the roll i needed was actually damaged and they'd have to order a new one So now I have to wait again for new one to be ordered They have told a bunch of lies to cover for their complete inability to provide customer service