Frank's The Flooring Store

Bought a carpet which was advertised at the wrong size, didn’t fit the room as was too small, they said they had the same carpet in store for us at the right size…they didn’t, that was a lie. Therefore had to go pick another one which ended up being cheaper, they wouldn’t refund the difference of the cheaper carpet, and they wanted the original carpet back! So they got to keep the original carpet and the surplus money from me. I’ve paid for the pleasure of buying a falsely advertised carpet and sleeping on a floor with no carpet for 4 days. Nice one Franks, class this.

Ordered and paid for carpets and flooring early March and was told delivery of the items will be end of March. Completed on our property 30th April so phoned franks 2 weeks before to book the fitting in, was told the carpet for the landing and stairs won’t be done until June at the earliest. No one phoned me to explain the delay, only told when calling to book in fitting. Was rectified pretty quickly as got a similar carpet in a better quality. Fast forward to the day of fitting, Friday 1st May 2026. Got told no flooring had been ordered for the hallway, this is after someone came to measure up the full house back in Jan/Feb and that there was an imperfection on the flooring in the kitchen/diner so would have to come back to sort this out. Was told they would order it and call me today (Wednesday 6th May) to confirm it was in and confirm fitting tomorrow for both hallway and kitchen/diner. Got to 5:15pm no phone call so rang the store. Apparently the flooring had come in but no fitting tomorrow; earliest next week. Explained this is no good especially having no hallway flooring down with a toddler. No phone call back as promised the customer service is absolutely horrendous. At the point now where we will go and collect the flooring and get it fitted ourselves. Baring in mind the external fitter took £660 off us last week and we’re still without flooring in the hallway and kitchen/diner isn’t done. Avoid Franks @ Ryhope absolutely disgusting.

Hi... l would just like to say a big thank you to Tom and he's team at the Ryhope branch we had a few issue with some flooring which Tom resolve immediately well done fella. Dave and Pauline

Absolutely hassle free total class staff thanks very much lad who sold me it,lad who measured it , and lads who fitted it Absolutely great 👍

We buy all of our carpets here. Graham is just brilliant, nothing is a problem, he’s so lovely, extremely helpful and efficient. Wouldn’t go anywhere else!

Went to franks flooring tonight to buy carpet for bedroom. Oldish fellow served us didnt catch his name but cudnt have been more pleasant sporting a very jazzy pair of braces aswell but his attitude was top notch. Sir this and sir that. Lovely bloke whoever it was. 👍👍👍

Have to say excellent service again from this store. Such friendly and professional staff. The carpets I've had from here are always high quality and a really good price. Definitely 5 star service and definitely recommend..