The Home Flooring Store Anmeldelser 

UPDATE 26/04/2026:

A different fitting team attended on 13 April and corrected the installation issues left by the original fitters. They replaced the transition strips with the correct silver colour and fixed the carpet fitting problems.

However, the replacement strips themselves were already heavily scratched during installation and appear to be poor quality, but at this point I have given up reporting every additional issue because this situation has already taken far too much of my time and caused enough stress.

The main issue remains unresolved. Our walls and skirting boards were damaged during the original fitting on 24 and 25 March and remain damaged to this day. The Home Flooring Store continues to deny responsibility, while the “public liability” contact details they provided have ignored every single one of my emails.

I am now in contact with Citizens Advice and Trading Standards regarding the next steps.

I definitely would not recommend this company based on my experience.

In my opinion, the “Expert” advice marketed by The Home Flooring Store at Team Valley did not live up to its name.

Prior to the installation of my flooring, the fitter and the store advised me that my toilet "needed" to be removed for the “best job”. Based on this advice, I followed that and removed my toilet. 

Unfortunately, neither the store nor the fitter warned me that the increased floor height would render the existing toilet plumbing obsolete. This resulted in an unexpected £160 bill for a plumber to fix the issue. In my experience, a flooring "expert" should foresee how their product impacts fixed fittings and warn the customer. This would have allowed me to make an informed choice on my options or budget for a plumber to attend immediately after installation. When I complained, the fitter stated he had never seen the job prior to anything so was not responsible, which was concerning and again highlights the lack of communication between the store and the fitter.

The customer service following this was, in my view, extremely poor. When I asked for the complaint's procedure, I initially had to deal with the very same staff member involved in the issue, which felt like a total conflict of interest. After a significant amount of wasted time, I was eventually provided with Managing Director’s email.

The Managing Director promised a response within 7 days following my formal complaint but missed his own deadline. When a response finally arrived, it was sent from a generic showroom email address. To me, this lacked the professional transparency and accountability I would expect from a Managing Director.

The company issued a “final decision” on the 8th April which determined they were not responsible. Despite the company missing my point entirely, I did respond and request the required Alternative Dispute Resolution (ADR) information, which they are legally required to provide to me under Regulation 19(2) of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. They have ignored my request.

I would advise future customers to be very cautious; in my opinion, their "expertise" doesn't include protecting you from foreseeable hidden costs, and their management lacks the transparency to resolve issues fairly.

In my opinion this is a company who would rather risk its own reputation over taking accountability and righting a wrong. In my experience you can buy good quality products from many other competitors but what you cannot buy is good quality customer service. 

I personally will not be using this company again or recommending them to anyone else.

I ordered my herringbone livingroom carpet from here. Julie was so helpful and had it ordered and fitted the same week. The carpet is amazing and high quality. The fitter let me know I had enough left over to do my stairs and the shop helped me get the correct amount I needed to do the landing. All the staff are so helpful!

I purchased flooring from this company and used their recommended fitter. A few days after installation, we noticed a chip in the flooring and immediately notified the store. Unfortunately, the customer service we received was extremely disappointing.

The room in which the flooring was installed had not been used, as we were still waiting for furniture before making it functional. Despite this, both Tracy and Dawn repeatedly attempted to defend their fitter, stating that photographs taken after installation showed no evidence of the damage I reported. I found this particularly frustrating, as at no point did I place blame on the fitter. My position was simply that, regardless of how the damage occurred, it must have happened through minimal foot traffic, given that the room had not been in use by our family.

They also repeatedly stated that they had sold this product to many customers without similar issues. In my view, this only suggests that there may have been a defect with this specific piece of laminate. Despite this, I was expected to cover the cost of having their fitter return to carry out a repair.

When the sales person re-visited my property to inspect said damage his comment was “ooh it couldn’t get closer to the centre of the room if it tried” - I knew at this point THFS would refuse to repair as it was obviously not an ‘easy fix’.

Based on this experience, I would not recommend using The Home Flooring Store if you expect reasonable customer service or support under a guarantee.
What I found most disappointing was the apparent unwillingness to take responsibility or offer a fair resolution under their guarantee. Rather than focusing on how to resolve the issue for a customer who had raised a concern promptly and reasonably, the emphasis seemed to be on deflecting responsibility. This has left me with little confidence in their after-sales support and has turned what should have been a straightforward purchase into a frustrating experience.

Once payment was taken, there appeared to be little to no interest in assisting further or resolving the issue. The level of support I received after raising a legitimate concern was extremely poor, and I regret choosing this store in the first place.

I will be contacting The Furniture & Home Improvement Ombudsman.

Beautiful quality vinyl flooring, looks super in my bathroom. Very comfy under foot. Extremely pleased.

Service was outstanding very quick and easy turn around from the go ,Flooring was a great quality and very reasonably priced and the fitting team where amazing very polite and there attention to detail was spectacular

Will definitely be using again in the future !

The carpet is lovely. Thank you very much....Attractive and affordable fun puzzle vinyl flooring! My daughter loves it!

Ordered and received carpets for two bedrooms at a very reasonable price and great quality. Would 100% recommend😁!

As a pet owner, finding a carpet that can withstand my furry friend's antics was essential. The high-quality carpet I purchased from this store has proven to be pet-friendly, resisting stains and easy to clean. It not only adds warmth and style to my home but also provides a comfortable space for my pets to relax.

I've shopped around for carpets at a lot of different stores, and this one is by far the best. The quality is unmatched, and the delivery was quick and hassle-free.

Sent me 2 creased carpets.
After emptying the room and putting the furniture in the hallway then laying underlay on my own, I unrolled the carpet to find it badly creased, this likely would have been evident when it was pre rolled and sold to me as it was at least a third of the carpet. Having to put the room back together I had to lay the carpet on the floor. Sent photos to Home flooring showing many creases, as it had been laid they could do nothing to help. My issue, why was this sold to someone in the first place, and no mention of the creases.
A second carpet I unroll also had a small defect and some creases. Now they did collect quickly and refund. But essentially I have wasted money on this carpet and will then have to spend more to replace. The carpet was of their cheaper brand, but should that mean that it was still ok to send it creases.

Fast delivery, really nice and quality vinyl flooring, as on the website.

Easy to use website. Great carpet and fast delivery. There were a few marks on the carpet but that soon brushed out. Will use again when I need more carpets or flooring!

Real quick delivery very pleased with floiring

We were amazed how quickly this flooring arrived. It looks good quality. We have had lino from home flooring before and will buy again. Highly recommended.

The carpet is lovely. Thank you very much.

Need to exchange as the carpet is poor quality

Great quality quick service and delivery will use home flooring again

They never had the original flooring that I wanted but the man at the store called me to give me a option to change it so it was a easy process The delivery driver left the flooring outside in the rain knocked the door then got back in his van and drove of he didn’t wait for me to open.

Delivery was quick. Great carpet and value for money.