Direct Wood Flooring Reviews 

Avoid this company! Delivery of the floor was delayed twice with absolutely no communication from the store to let us know. I had to call myself and found out the floor hadn't even been ordered - apparently the second had been lost at depo.

We decided to cancel and were told via live chat the store would ring to confirm. That call never arrived and when I rang I was told it would be cancelled, so I requested confirmation via email.

Whilst cancelling, I was offered £100 off as compensation. This is after I had told them I would collect the floor myself - saving the £60 delivery fee. The agent had the cheek to state they had knocked £100 off as a goodwill gesture, when in actual fact it was £40.

A week later still no communication so I had to call. They said it has been cancelled but yet again, we hadn't been informed. I asked the manager (who always seems to be on a call) to call back to confirm - true to form, that call never arrived.

Don't waste your time and money here! They seem great when you're in the store but once they've got your money, that quickly changes.

Had the floor relaid due to the floor developing a fault the company responded very quickly and the completion was recently done to a very high standard. Would certainly recommend this company and I shall be using them again for further flooring

Scratch what I said about this company

National company and they don’t hold any stock want a hand full packs to complete a project and they have none anyway in the country

Find it hard to believe

Purchased flooring which is very poor quality not fit for purpose and struggling to get anything other than automated responses that ask you to pay a courier to return the goods. Never known a company suggest you send multiple videos to prove what your saying and suggest anything other than a refund, will not be purchasing from here again. Worst customer service I have ever received.

I Would Recommend Shopping Around Before Purchasing from This Company

After spending a considerable amount of money on new flooring, I was disappointed with the overall experience and the quality of the product.

When placing my order, I provided all the necessary details, including my address, and reasonably assumed that the flooring would be delivered. However, I was later informed once payment had been made that it had to be collected in store. This caused significant inconvenience, as 20 boxes of flooring would not fit in my car.

Having now laid the flooring, I am also disappointed with the quality, particularly given the price. The sample I originally ordered was noticeably different from the flooring I received, which was not what I expected. Since then, I have found better-quality alternatives elsewhere for a fraction of the price.

I was advised at the time of purchase that the company offered a 30-day returns policy. However, when I tried to return three unopened boxes, I was informed that I would only receive a 50% refund. This restriction was not made clear to me when I placed my order, and I found this extremely frustrating.

Overall, I am disappointed with both the product and the customer service. Based on my experience, I would strongly recommend shopping around, comparing prices and quality, and checking the full returns policy before making a purchase from this company.

I bought more flooring from them .fora bedroom had living room and hallway done last nov .always keep you informed of delivery flooring very good quality.looks lovely down also had Richard and his wife to fit it excellent job they did very lovely people .

I purchased engineered oak flooring from Direct Wood Flooring approximately two years ago for my conservatory. Before purchasing, I visited the showroom several times and discussed the intended installation with their staff. An independent installer recommended by the retailer also inspected the space beforehand. I do not recall receiving any advice or warnings regarding the suitability of the flooring for a conservatory.

The flooring has since developed lifting and cracking. Upon raising my concerns, I was informed that conservatories may be unsuitable for this type of flooring due to temperature and humidity fluctuations.

My primary concern is that these potential limitations were not communicated to me before purchase. Direct Wood Flooring has explained that it cannot independently verify the showroom discussions and has declined to cover replacement and installation costs, instead offering a discounted replacement option and a potential goodwill gesture.

While I appreciate their responses, I remain disappointed that my concerns regarding the original product advice have not been satisfactorily addressed.

The complaint remains unresolved, and I would welcome a review by a senior member of management to explore a fair and constructive resolution.

I remain hopeful that the company will reconsider its position and would be happy to update this review if a satisfactory resolution is reached.

Update – October 2026: Complaint remains unresolved

Following extensive correspondence with Direct Wood Flooring's Customer Service and Customer Success teams, I am disappointed that the company continues to refuse responsibility.

Despite explicitly informing their showroom staff that the flooring would be installed in a conservatory, I was never warned that the manufacturer did not recommend it for this environment.

I recovered the original August 2024 product listing and technical documents, none of which explicitly warns against conservatory installation. The company has still not provided the historical manufacturer's guidance supporting its position.

I proposed two reasonable settlements: a full refund or simply supplying suitable replacement flooring materials, with me covering all removal and installation costs. Both were rejected.

Instead, they offered one pack of the same unsuitable flooring or discounted laminate, leaving me to cover the remaining costs.

Having exhausted their internal complaints process, I have sought advice from Citizens Advice, issued a formal Letter Before Claim and am now pursuing independent dispute resolution.

Very disappointing customer service and an unresolved issue despite repeated attempts to reach a fair compromise.

Ordered samples, store then called me unprompted, convinced me to visit to see a product, I went out of my way to do so. Ordered and paid for product to arrive for project start, then got 1 email saying it was no longer manufactured and another saying the lead time would be different. All contradictory and stressful. I now have no product and a builder due to start. They still advertise this product as available on their website when it’s not. Wouldn’t recommend based on our experience, sorting a refund took around 2 hours when they were at fault!

The flooring I ordered had its delivery date extended, Bronwyn rang me and apologised for it and showed me other floorings which were in stock and was very helpful.
She listed to my concerns and helped me accordingly. Really happy with the service.

Excellent, very professional company. Bought all my flooring for my house from them. I would highly recommend Direct Wood Flooring.

AVOID if you don't want a headache! Appalling... company shows true colours when dealing with an issue.  Multiple delivery dates that took time off work for them not to happen, mis-communication, tracking app that is useless, unreturned phones calls. Unaware kerbside delivery only as link in email did not work so when flooring eventually arrived it was just dumped in driveway in rain despite opened garage being 5 feet away, rude delivery driver, would never recommend or buy from here ever again.

UPDATE - follow up call from Customer Success Team provided sincere apology and I feel took responsibility for the bad experience. The personal offer to deal with any future orders did restore confidence to use them again in the future

The staff at the Carlisle store are very friendly and helpful. However, after purchasing the flooring back in August, we still haven't received it, and now understand it most likely won't be with us until early November! This has impacted the completion of our extension massively. Realise it isn't the staff's fault, but surely better critical path management needed after being delayed 3 times! Not even clear on the reason of the delay. I work in the manufacturing sector and have not seen a delay in excess of 2 months due to 'global events' even when the Suez was blocked.

Our flooring was out of stock after placing the order, however Bronwyn resolved the issue for us. Great service and very helpful.

I ordered flooring
I emailed to get confirmation on 24 th sept that i could collect on 1st October
Conformation email received
Went to collect my order
Its not there
Told i would get a call by end day with answers
Nothing
Rang today
No answers
Told would have a call by end of day with Answers
Nothing Rang
No call
Im left paying builders who have no wood to do floor
No time scale
To rebook them
House has no floor
All furniture moved
And the company dont even ring me
Or sort
Terrible terrible service

Very poor returns policy, poor customer service
I ordered some flooring & underlay but never had the job done til a month later. I now don’t need the underlay and it’s not even been opened and they won’t take it back as it’s over 30 days . Unbelievable customer service and return policy. Not everyone has30 days to get the work completed

Shocking service bought 10 packs of flooring no problem then needed to order another 10 waited 3 weeks for it to be delivered to the store collected by myself the floor which was already down had to be ripped up as it just wouldn't go down so I called to return the 10 packs of unopened flooring firstly to be told I had to speak to someone from head office then told they will accept the 10 packs unopened and returned by myself with a 50 percent handling charge so basically half the price I paid for the flooring absolute crock I had the flooring 3 days from when I had collected it from the store unopened in perfect condition for resale and lost 133 pound disgusting 🫣 took flooring back one week ago to be told the refund had been fully processed and now have to wait another 5 to 7 days for the half of my money back

I paid nearly £4,000 at the end of July 2026, for the installation of a solid wood floor ( oak) in two rooms. The member of staff who dealt with me in the store was professional and helpful. But since then the experience has been a nightmare with unbroken promises from various store staff; dreadful experience with the store fitters to whom the work is subcontracted. DWF does not appear to have any quality controls in place. All my queries and complaints about the job are simply referred to the fitters and they in turn refer them to the individual fitter who is not even on their pay-roll. My mistake was paying up front for the job in August otherwise I would have walked away. There is now a mountain of rubbish in the drive outside my house which I share with my neighbours. I was promised by the store and the fitter it would be cleared today. It is still here at 19.15 on Saturday 26th. The skirting in one of the rooms has not been finished. I am frankly appalled at the way I have been treated. My advice is go elsewhere.

Bought my wood flooring from Birtley Store for my large bedroom. Staff were very helpful in store, couldn't have done more. Delivery was quick and I was kept informed regularly of what stage the process was at. The delivery driver was great, due to my movement issues he was happy to bring into the house as an exception. The flooring is brilliant (Villa) and good quality for the price. I didn't feel the same with the fitters unfortunately, hence 4 stars instead of 5. The fitter was a relative of the normal recommended store fitter and I'm not sure he was fully trained (perhaps it's not a requirement that they should be?) The room was left quite messy, some silicon on the boards and a few thin nails found. On the plus side they did carry the boards upstairs for me as I couldn't have moved them all, only managing 4 packs. The fitting was quite costly for 4 hours work so if you can do it yourself it would be a very cheaper option. I had an issue with too many packs left and how to get them back to the store. Customer service advised that the fitter should do this as they checked the amount required prior to delivery. When I messaged the fitter he said they couldn't do that as they only had small vehicles. Therefore I had to struggle to load my own small vehicle and return the 4 packs, plus 1 pack underlay and 3 lengths of beading to the store! I am very pleased with my floor however and would recommend the store.

Excellent service in Glasgow Baird St branch from William. Thank you.