Customers often mention quick sample delivery and responsive sales staff. Many positive reviews point to good-looking finished engineered wood floors. Negative feedback focuses on damaged deliveries, heavy or unexpected delivery charges, and slow refunds. A smaller set of reviews also describes rude behaviour from senior staff and poor handling of defects.
Examples from available reviews (Sep 2022 – Feb 2026).
Repeat order with efficient service and Danielle helped schedule delivery.
“Danielle was very helpful scheduling the second delivery.”
Reports of rude senior staff, terrible product quality and no aftercare.
“Russel Kitson is the rudest man you’ll ever deal with.”
Received damaged flooring with multiple smashed boards and unsatisfactory resolution offer.
“multible boards smashed to pieaces”
Order met with extra delivery charge and delayed £700 refund, unhelpful staff.
“still waiting 2 weeks later for £700 money back.”
Reviewers consistently praise frontline staff for being helpful, often naming people who organised samples and booked deliveries. Several complaints point to weak aftercare and refund handling. A small number of reviews also allege rude behaviour from senior staff.
Many reviews raise concerns about delivery and shipping costs, including unexpected extras and refunds that take too long. Some customers describe prices as competitive, but these comments appear less often than the delivery-cost complaints.
Customers describe online ordering as straightforward, with phone or chat support helping them choose products. Some ask for better app features or clearer product identification. Several also say the wide delivery window does not work well for upper-floor properties.
Many reviewers report high-quality engineered wood and attractive finished floors arriving in good condition. Others mention damaged or discoloured boards, glue on boards, or early deterioration. When faults are reported, these cases often link to dissatisfaction with how complaints were handled.
Customers often praise clear, polite calls and proactive follow-up from named staff. When damage or missing items occur, a number of reviewers describe strict reporting windows and slow or unsatisfactory replies about replacements or refunds.
Most positive feedback highlights fast samples, helpful sales advice, and strong finished results. The main negative themes are delivery damage, high shipping charges, and poor case handling, leading to sharply different end results.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (18) · Reviews (1) · Quotes shortened · As of: February 2026
Reports of rude senior staff, terrible product quality and no aftercare.
“Russel Kitson is the rudest man you’ll ever deal with.”
Prompt, well-packaged samples and helpful, quick quoting from Chris.
“samples which came very quickly & were packaged perfectly”
Good customer service and timely arrival of flooring samples.
“Requested some flooring samples and they arrived on time.”
Lily answered pre-order questions and Danielle promptly arranged delivery.
“i immediately got a call from Danielle to arrange delivery.”
Warning about poor quality and poor customer service handling damaged items.
“Avoid this company if you want good quality flooring”
Samples were sent quickly, though not ultimately used by reviewer.
“they are really good in sending us samples!”
Under-measurement caused extra orders and missing delivery; poor customer service.
“Shocking customer service”
Flooring arrived covered in glue and management offered no apology.
“Wood flooring delivered covered in glue”
Good technical guidance prevented wrong orders; service was fast with clear billing.
“Good technical help otherwise I probably would have ordered the wrong items.”
Unexpected additional delivery charges led to a long refund delay and dissatisfaction.
“delivery being £245”
Initial delivery issues resolved; high-quality flooring and excellent customer support.
“incredibly impressed with the quality of the flooring.”
Samples were delivered the next day promptly.
“Samples arrived next day”
Ordered samples were received in good time.
“Samples ordered and received in good time”
Lily was extremely helpful when ordering 40m2 of flooring.
“Lily who was extremely helpful”
Danielle provided informative, helpful customer service; awaiting smooth delivery.
“I’ve had great customer service with Danielle today”
Repeat order with efficient service and Danielle helped schedule delivery.
“Danielle was very helpful scheduling the second delivery.”
Sample order received promptly with lovely colours.
“prompt delivery lovely colours”
Delivery window and procedures felt inconvenient and potentially risky for second-floor flat.
“The delivery schedule is from 8am to 6pm.”
Engineered oak arrived in pristine condition with reliable delivery and excellent service.
“the product arrived in pristine condition”
Danielle provided helpful guidance and great customer service for flooring choice.
“Danielle was very helpful with informing us on what would be right”
Chris resolved the flooring issue quickly and was helpful and pleasant.
“had it all sorted in minutes”
Beautiful floor with natural shade variation; strong after-sales support from staff.
“It is a beautiful flooring”
Floor discoloured and firm denied responsibility blaming fitter.
“Floor was cheap and discoloured”
Prompt shipping, excellent customer service, and impressive engineered wood quality.
“really impressed with the quality of Flooring365’s engineered wood”
First-class service; will order once quantity is known.
“First class service”
Samples arrived quickly and Danielle proactively offered further assistance.
“Danielle was extremely helpful and very pleasant.”
Received damaged flooring with multiple smashed boards and unsatisfactory resolution offer.
“multible boards smashed to pieaces”
Reviewer finds the shipping costs ridiculously expensive.
“Your shipping is ridiculously expensive”
Online chat was helpful but the website was difficult to use.
“Helpful online chat”
Sales team were helpful and friendly; the reviewer spoke with John.
“The sales team is really helpful and friendly”
Reviewer requests better app features and clearer product identification.
“Please ask reviewers to indicate which product they are reviewing Thnx”
Delivery cost of £85 felt disproportionate for a small replacement order.
“found the delivery cost of £85 totally disproportionate to the size of the order”
Helpful customer service and useful website installation guides.
“The customer service (Jeni) was very prompt and helpful”
Friendly service, but the desired flooring was out of stock.
“Excellent and friendly service from Lily”
Friendly staff scheduled a flexible delivery date that suited me.
“they let me have delivery date that suited me best!”
Positive on service, quality, and price.
“Good service, good quality and good price!”
Hassle-free experience with polite, knowledgeable and responsive customer service.
“Customer service was precise, polite and very knowledgeable.”
Professional phone handling and clear communication, awaiting delivery.
“Clear, concise, polite.”
Outstanding, prompt sampling and follow-up service impressed the reviewer.
“Truly impressive service from start to finish.”
Clear, informative and friendly communication reassured the reviewer about delivery.
“I was reassured that my delivery is important and in safe hands.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Flooring365 is a UK online retailer focused on engineered wood and wood flooring. The site provides free samples and online ordering so customers can check shades and finishes. Customers can get advice on products and delivery through phone support and online chat. Installation guides and basic product details, including dimensions and surface finish, are also available. Flooring365 arranges UK delivery and offers contact options to coordinate orders.