UK Flooring Direct, trading in Coventry as Keswick Flooring, sells engineered wood, laminate and vinyl mainly online, and staff such as Stephen, Julie and Ava in sales are credited with attentive help when things go smoothly. Against that, a large recurring share of reviews describe boxes arriving damaged, colour and finish not matching samples, missed or delayed deliveries, and a customer service team many describe as slow or reluctant to accept responsibility, with several buyers needing weeks and repeated calls before a refund was agreed. A minority report quick, well-handled resolutions when packs arrived damaged. Given how consistently delivery and quality-control problems recur, this is a genuinely mixed record. As an online flooring retailer in Coventry, UK Flooring Direct holds a 2.8-star average from 1335 Google reviews.
Reviews
2.8 / 5 · 1335 totalAbsolutely shocking company to deal with, customer services don’t answer then accuse you of lying! Well we haven’t got a record of your call or email.. oh that’s surprising isn’t it. Said I would be kept up to date with delivery tracking, luckily I was home when it was delivered but no communication at all. Two packs have been damaged on arrival and didn’t see until unpacked. Won’t use again..
Awful company and product; ordered engineered wood flooring, the product received had huge variation in colors and finish - having ordered multiple samples beforehand, we could match the flooring received to any one of the samples. We understand that natural products may have some variation but this was far in excess of what we expected, this was also confirmed by local independent wood flooring specialists. The backing material to the flooring also seems low quality, described as one flooring specialist we visited as "pallet wood". There seems to be little to no quality control on the products UK Flooring Direct ship to customers from Keswick Flooring Ltd t/a UKFlooringDirect.co.uk (or any other names they trade under). When complaining, first line support were friendly and helpful, however unable to arrange a return without escalating to a manager. When a manager was involved they proceeded to gaslight us and refused to accept that the product was defective in anyway and cover the cost of the return. To Quote their customer manager: "Apologies if it appears I was providing an opinion on the matter; that's not the case at all. As this board is a rustic flooring obviously processed from a living tree, different boards will have different colouring as per the natural process." Ultimately, we did return the product at great cost and inconvenience (~£200 and re-paletising the flooring) and a refund was eventually issued. Would stay well clear of Keswick Flooring Ltd t/a UKFlooringDirect.co.uk (or any other names they trade under) unless you are looking for a low quality checkerboard flooring effect. Have uploaded pictures of what we received vs what was described on UK Flooring's website: https://www.ukflooringdirect.co.uk/media/pdfs/ENG-GAL-104_DATA.pdf
Top Quality Flooring & Excellent Service Had a great experience with UK Flooring Direct in Coventry. Brian and Ryan were incredibly helpful—knowledgeable, friendly, and really went the extra mile. We had seen some mixed reviews about delivery, so we decided to collect the flooring ourselves, and it was 100% worth it. The engineered wood flooring we chose is absolutely top quality—easily the best we’ve seen after looking around at other suppliers. Highly recommend them for both the service and the product! My non english speaking Russian builder neighbour made a point of telling me the flooring is of a very good quality using a translator app!
Absolute joke of a company. I ordered a complete order of laminate flooring, and every single pack arrived completely ruined. The click-lock mechanisms, tongues, and lips are entirely snapped, chipped, and crumbled to pieces. The worst part? They were broken inside the sealed plastic wrapping before I even opened the cardboard, meaning they packed and shipped completely defective, smashed stock on purpose. You literally cannot lay this floor it is completely unfit for purpose and physically impossible to install. Having looked at the other 1-star reviews, it's clear this is a widespread pattern for them. They clearly have zero quality control and just hope customers won't notice or fight back. I have officially rejected the goods and demanded a full refund. I’ve also had to escalate this straight to my bank to handle because this company cannot be trusted. Do not waste your time, your sanity, or your money here. Total scammers. I'd be embarrassed sending this absolute rubbish out to customers. Give up the ghost it's very clear your company isn't any goodm
Absolutely fantastic. I visited the showroom and Ava helped me. She was very knowledgeable and gave me lots of samples to take home. I’ve emailed several times with questions and she’s responded straight away. Delivery was quick and straightforward and the floor looks great. I’m really pleased. I would definitely recommend.
the overall experience has been disappointing. I ordered multiple boxes of flooring, but one never arrived and was only replaced after I called to chase it. I then ordered another box, which arrived damaged, and I'm still waiting for a replacement. It's now been over two weeks, and it seems nothing gets resolved unless I contact your team directly. Packaging also needs improvement, as damaged deliveries should not be this common but it is from all the other reviews. When I lasted called at 4:30 PM on a Friday, I was told to log a ticket and that no managers were available. 5 days later, i received no updates. called them and was told they will now assign the support ticket. lets see if I can get my order delivered, 3rd time lucky perhaps.however, despite this their customer services team is pleasant to deal with Order Number: SDR0275292
Absolutely gutted. I used this company. To buy my flooring. They took my money and I received nothing whatsoever. A couple of texts claiming they was delivering my goods. The second one extremely satirical claiming. Delivery 2018-2318. In the night. Everyone knows companies don't deliver such times. So a complete piss take. Personally if your buying flooring I recommend pay a bit more and goto a company that actually sorts it out properly. And not come out with excuses why it hadn't arrived. Same as that palletforce place they claim to use. The contact page don't work funny that clearly a sign of a wate of time. I see a long fight via trading standards coming up to try and get my money back. As I have no belief my goods will turn up. P Payne