Hardwood Floor Store

I cannot speak highly enough of the customer service that one receives at this store; especially from Warwick Cane. Even though I am in Amsterdam, the Netherlands, Warwick is prompt in replying to emails and ensures that he will do everything that he can to ensure that you get what you need. By actively listening to your wants and desires, he proffers tips and recommendations that you may not have thought of previously. I cannot recommend Warwick Cane highly enough!

I can highly recommend the Hardwood Floor Store, the team who work there are super helpful, very friendly, and really go above and beyond to help the customer. The flooring was great- just as described, and delivered exactly on time. Kirsty was especially friendly and helpful and always there to answer any questions.... Great company.

Customer service is second to none. I wouldn't hesitate in using this company again. Fantastic to deal with.

Excellent service and products.







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Simone Hong

14 reviews

GB



Very happy with my beautiful floor

I was undecided as there is so much choice in the market and I had so many floor samples I was starting to feel overwhelmed (not helped by me, ordering the wrong floor that threw my refurb out by a few weeks) but the sales team at Hardwood Flooring listened to what I wanted, understood the styling feel I was aiming for and sent me 4 samples in record time. All worked well but one was in budget, in stock and could be shipped immediately (timing being of concern to my builder who was on a tight schedule).

Delivery was easy and dropped when it was supposed to and after sales (one pack was slightly flawed) was v good.

The Ashton & Rose Midland floor is perfect, lighter colour for the Scandi feel I was going for and I was told very easy to lay (took just under 2 days to do 90 m2 inc cutting for hallway).

I would have given 5 stars if it weren't for the flawed pack (added an hour to the fitters time as he had to spend time sorting a few boards) but QC is likely the manufacturer fault and not HWF.

Would highly recommend and will use them again for my next refurb.

We have had a terrible experience with both the wood supplied by Hardwood Floor Store and the customer service received by them. I would strongly advise against buying with them.

We chose Parky wood for most of our new house. After already laying the majority of the floor, our fitter noticed that when natural light shines on the wood, many shiny patches became visible on what was a matt-effect flooring. After a plethora of phone calls and emails to the company it was admitted that we had been given a faulty batch and our wood had patches of shiny varnish throughout it, which should not have been present. Since it had already been laid, hardwood floor store were unable to do anything to help us at all with this. Eventually they said the manufacturer of the wood had offered to replace the individual affected planks, but this was not much help to us - after just flooring a whole house, it was not as simple as replacing individual planks, and the whole floor would need removed (probably leading to breakage of many planks) and refitted.

We accepted that nothing else could be done as the shiny patches should have been noticed before the floor was laid. However, after only two weeks of light wear on the floor without shoes, the floor was chipping and marking in many places including in the middle of planks. We also noticed it was incredibly difficult to clean and maintain, as even wiping the floor with a damp cloth and drying it leads to the floor looking like it has shiny patches. The floor marks so easily even slippers cannot be worn on it. Any drip of water on the floor leads to staining.

We had already reached out to Hardwood Floor Store on several occasions for advice on this, with very little response. At this point we decided to write a formal complaint. There was no response for several weeks, at which point we had to follow up again. We were told a pencil test had been performed on our batch of wood and it was fine. Eventually a phone call was received by Steven. We were told by him that we were unable to be given any form of refund because the floor had already been laid and "it wouldn't be good for the company". Obviously customer service is not in this company's best interests. He said he would contact Parky directly to try to reach a resolution, but nothing has been done.

It is understandable that the defects, i.e. the shiny patches, should have been detected before fitting, so not a lot could be done by Hardwood Floor Store. However, after using the floor for only a couple of weeks it became very obvious that the issues were not only cosmetic, but the flooring actually was not fit for purpose. It should not be expected that we would be able to detect that the flooring was going to damage so easily upon use on the initial inspection before laying.

This poor quality should not be the case with a supposedly "engineered wood flooring", which it obviously is not due to being composed of only one very flimsy layer of plywood rather than multiple layers under the thin hardwood layer. I am very disappointed with the lack of customer service to help with the issues we have had with this wood.