Frank's The Flooring StoreReviews 

Thanks to Steve and the team at franks, great service from the very start highly recommended

Had the worst experience in my life in the Chester Le Street branch.. “Manager” was so obnoxious.. wouldn’t let me speak.. very condescending.. after telling him I new what I wanted he said I don’t think you do.. went back in with my 77yr old mother to look at samples.. he demanded we leave the shop.. told me he new where I lived .. very alarming.. called every name under the sun including animals.. the other members of staff who were working there had to take him to the back of the shop.. he then stormed towards my mother screaming and pointed.. we thought he was going to attack her.. never in my life have i witnessed anything so diabolical.. he should be kept away from any kind of dealing with the public.. very dangerous man

We had a good sevice from the staff in store, the carpet was fitted by Dan & Rory at the Darlington store on Thursday, they were very knowledgeable, helpful advise, polite & cheerful, great work guys.
Tina

Myself & husband, visited franks a few weeks ago to take a look at the LVT herringbone style floor. We were spoilt for choice, soo many different colours etc. Colin kindly offered to help us find the right one for us, which we did and we are soo pleased with our choice. He arranged a measurer to come out to the house just to make sure we were ordering the right amount for what we needed. The measuring was quick and easy. We then returned to store today to meet with Colin to place the order. We also decided to take a look at the carpets for our stairs / landing space, again there was tons to choose from. Nothing was too much trouble for Colin, he went above and beyond to make sure we were happy and comfortable. We can’t thank him enough for his assistance. We would highly recommend Frank’s Sunderland for any of your flooring requirements. Keep up the great work Colin, and thanks soo much again for all of your help, expertise and kindness. Abbie & Jordan x

We have been so very disappointed by the service we have received from Frank’s Flooring in Hartlepool. We popped in to the shop a couple of weekends ago, chose a carpet, and made an appointment for someone to come out and measure our home for new carpets. We were told that we would get a text the night before, confirming the time window for the appointment. We never got the text. I called the shop the day of the appointment and it turned out that they had noted down the phone number incorrectly and that’s why we never got the text. Their fault, or our fault, I do not know. A very nice man called and confirmed when he would come around. He duly came out, measured and emailed us with a quote. We decided to make amendments to the quote, to make it cheaper, and so I emailed the nice guy who had come out and measured, asking him to please amend the quote accordingly and to also give us the measurements that he took of our house. Two days later, I had received no reply, so in the morning I called the shop. They took my details and promised a return call. Nothing. I called back later that day, before closing time, and explained that we wanted the quote to be amended and we would also like to have the measurements that he took of our house. I was told that he did not have time to amend the quote as it was close to closing time, but that he would call the next morning with the amended quote. He also stated that Frank’s policy is that they do not give out their measurements to their clients and that if I insisted on wanting them, I would have to pay an extra £25 to get them. This was because they felt I could take these measurements and get a quote from another shop. This really frustrated me as I could ask for this information under data protection, for free, and no other company is going to quote me using another company’s measurements, without coming out and measuring for themselves. And, why are they not confident in their quoting and service!? Well, that was nearly a week ago and I have still not had a call back, or an answer to my email query requesting an adjustment to my quote. No one has called to find out if I was happy with the quote, whether I was wanting to go ahead, or whether they could assist me in any other way. Terrible, terrible service. Very unprofessional indeed. All’s well, though, as we did find a company that is professional and interested and did all they could to bring their quote within our price bracket. Just a pity as I was really hoping to support a local business. Frank’s in Hartlepool do not seem eager and passionate for work … it was me chasing them, rather than them chasing me. Really disappointed potential customer and I’m sure I’m not the only one around. Needless to say, we will never recommend them.

My 91‑year‑old father recently ordered a carpet from the Shildon branch. He provided his own measurements, and I specifically asked whether someone from the store would be attending to verify them. I was assured that the measurements “looked fine,” that it was “on the store,” and that they would “never leave a customer unhappy.”

Unfortunately, this has not been the case. The carpet arrived approximately two feet too short. The fitter contacted the store on the day of installation to inform them of the issue, and my father—who was alone at the time—felt pressured into paying an additional £150 for more carpet approximatly 2 square yards. He later reconsidered, but was told he would be charged £30 to have his money refunded.

We visited the Shildon branch this morning to raise our concerns. While we did receive the full £150 refund, my father is still left with a two‑foot gap where the carpet should be.

It is extremely concerning that a reputable carpet retailer would rely solely on the measurements provided by a 91‑year‑old customer without offering or insisting on a professional measurement service.

Went in on a Saturday to look at what options I had. This was the Guisbrough store. The two gentleman who I dealt with were superb (sorry, I can't recall names). Showed me what was the best options for me but didn't push, just gave their honest opinions. One gentleman was so accommodating and came to my home within the hour of me leaving the shop to measure up and give me a price for the full lot of grippers, underlay, carpet and fitting. Im getting carpet fitted tomorrow. 6 days from walking into their shop to carpet been fitted. Absolute fab service and extremely quick! Will definitely be back when I'm looking at redoing elsewhere in my home!

Nathan. He was knowledgeable, helpful and friendly. Made what couldhave been a stressful experience a good one.
Thanks

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.

Want great customer service? - Ask for Julie at Bishop.

We purchased fake grass off her a few years ago when doing up our typical new build garden mess. She was very helpful in deciding what would work for us as a family of four with a four legged friend. From start to finish this was made easy with options, styles, delivery and top quality grass.

Fast forward to now - we've moved and on the hunt again for more grass. I knew exactly who to contact. Time commitments meant I couldn't travel to Bishop so I called and spoke to Julie who arranged an appointment with Jason in my local store.

In less than 15 minutes I was on my way, happy knowing we've had another great experience with delivery coming as soon as Thursday. Incredible, especially with it being bank holiday weekend.

I won't go anywhere else for my flooring/grass needs and will always ask for Julie. Good customer service is hard to come by these days, she makes everything effortless start to finish and an asset to the company.

I had a carpet fitted from the Washington branch and in my new cinema room, fantastic job.

Atrocious. Ordered carpet 22 March, rang to arrange fitting 24 March as advised in a voicemail message, offered 1, 2 or 3 April, asked for 3rd as off work, I mentioned it was a bank holiday but told fitters were working. Asked to clear out room in time for possible early morning fit. No one turns up, to be told that the fitting hadn’t been booked and carpet wasn’t ordered. Appalling. House is completely upside down and we have no beds we can get to, so everything going back in room to be moved out again on Tuesday for another company to fit the carpet as now cancelled with Franks and wouldn’t go there again.

All good, very helpful

Estimater was fantastic very experienced and great advice

Amazing support and help from Len, would recommend. Very friendly and informative.

The manager Jack was really helpful and sent someone out to measure the same day so I could come back in and buy- when jack was busy I spoke to someone called Craig who was very nice also.

This is the second time weve used this shop over others in Hartlepool as the lads who work there are all lovely.

Entered the Guisborough store & met 2 very helpful gents who helped me find exactly what we needed i spent £1000 in the end I had been to a local vendor who had no customer service experience we should & will stick with Franks really impressed very helpful lads

We found Len at the Bishop Auckland store to be knowledgeable, efficient and friendly. All round a great experience

Steve from portrack store was very friendly and professional when we purchased our carpet on 15/03/26.

Would highly recommend using franks flooring!

I want to start out saying Ian who initially took the order was wonderful. Stockton store.
However their new starter from barker stone house She was an absolute nightmare. I chased her for a week and she never called back, no email as promised. . When I spoke to her she'd messed the order sizes up and forgot one. I don't think she'd bothered doing anything. No replies to emails I sent Franks directly. I rang to cancel it all only to have the youny man try to charge me a cutting fee for a held order. Over all terrible experience, I was chasing them right up to the time of my cancer surgery.