Frank's The Flooring Store Reviews

Quoted £56 for fitting, fitters arrived said it would be 70+ , spoke to store was told £67.
Absolutely ridiculous.

Still waiting for a manager to contact me. Definitely won't be coming back here. If I could give them no stars then I would

No prices for carpets and flooring on the website I suggest you check out the flooring and prices before you sit down with your quote to frank as says he's giving you the cheapest estimate which in my eyes is way overpriced

Good price for kitchen and bathroom flooring.
Benfield, Newcastle upon Tyne did a great job of awkwardly fitting floor around washing machine and fridge freezer. Great result!

Had full 3 bedroom house fitted half laminate half carpet the laminate was fitted with a broken slat and no door bars (that was down to the carpet fitter apparently) carpet fitter refused to fit any door bars (not his job) took 4 weeks for it to be sorted after initially being laughed at and in the end losing my temper not the best of customer service for such a large company

Advertising to beat a genuine quote false advertising. I went into Ashington store with my quote for carpet and wood floor. Not helpful at all, told me I needed 15 ft wide carpet when only needed 13ft, gave me price for over £50 more, did not even try to beat my quote which almost £1000, another customer came into store and I was abandoned. If we can’t beat your quote you get the flooring free, well they didn’t beat mine and wasn’t offered there promise

I ordered a carpet in store for stairs and landing. I chose my carpet and asked about recommended underlay which I upgraded. Gave the measurements paid for the carpet and was told to pay the fitters after job completion. They gave me the fitting date, the fitters turned up and fitted the carpet. The fitters did a fantastic job. The finish is wall to wall on a non standard stair case which has two small irregular shaped half landings and steps leading to rooms. The underlay and finish with door runners and stair grips is to a very high standard which I am very pleased with. My experience is a positive and I would recommend and use again. Well done Franks.

Franks

If you want hassle from start to finish, Frank’s is the place to go!!

We needed all new flooring and like to support local businesses so we went to Franks.


We chose luxury vinyl tile for the kitchen, laminate for the bedrooms, carpet for the living room and vinyl for the hall. Franks had a good selection so picking the floors was easy.

The kitchen was booked in first. The fitter who is about 6ft 5” (and makes Victor Meldrew seem bright and breezy) turned up and announced we needed plywood for underneath. We had no idea because we know very little about floor fitting and wrongly assumed the shop would include everything needed in the quote.

So that caused a delay of two weeks. He turned up the second time and did nothing but moan all day. His attitude was
terrible. It was unprofessional to hear him continually slagging off everyone who works there.

We then found out, a few packets of the LVT were missing so even more delays.

As if that wasn’t enough, he also hammered a nail through a pipe (to the two day old boiler), causing water to gush everywhere and left us with no hot water or heating for a few days.

Accidents happen and we learn from them, it’s how you deal with mistakes that matters.
Unfortunately within seconds, the excuses started spewing out and it was everyone’s fault but his. Off he went leaving us in the lurch with a half completed floor and a large call-out bill for a plumber to repair the damage he caused. Surely the first thing to think about should be where the electrics and pipes are?? Even the most basic of risk assessments would have prevented this. He refused to take any responsibility whatsoever even though it was his hand, his hammer and his nail that pierced the pipe.

About a week later he came back to ‘finish’ the job. Finishing apparently just means laying the floor. Beading and siliconing he informed us was not his job, even though the shop said it was. When you’re paying for a floor fitting, is it not standard to see it through to completion??

The quality of the workmanship was dreadful. I could have done a better job myself, and I’m disabled!!
There are massive gaps left around the radiator legs and large raggedy gaps on various other bits around the kitchen that are too big be filled with silicone. It looks awful.

Franks did cover the cost of the plywood for the kitchen as a goodwill gesture, so that’, at least was something. I submitted an email of complaint about the quality of the workmanship, along with photo evidence, however; it’s obviously been ignored as I’ve not had a response. I guess once they have your money they don’t care.

I was sorely tempted to forfeit the deposit for the rest of the flooring and go elsewhere. I really really wish I did!!

Today the laminate in the bedrooms was due to be fitted. The packs were delivered last week to acclimatise to the house.
Another man called Kevin fitted the floors this time - I told Franks under no circumstances do I want that cloud botherer in my house again. He’s done enough damage!. We found Kevin extremely helpful, professional and polite.

Unfortunately yet again Franks messed up, two boxes are again missing so yet again we are left with partially completed floor. We have to wait for the missing boxes to be ordered and then allow a few days to acclimatise.

I called Franks Ashington this morning to give them the opportunity to rectify this latest mess, however; clearly no one can be bothered to call me back. Thankfully Kevin has stepped in, reordering the missing packets and will come back next week to finish.

So yeah, stay away from Franks unless you thrive on stress, hassle and cowboy fitters (Kevin the exception).

Had wood flooring put down, it’s moving out of place when walking on it.
Frank the flooring are having no responsibility towards the issue and saying its the fitters responsibility now (which ignore my calls) Had issues with this company before and they just seem to be cowboys. Once the money is handed over they don’t want to know you anymore. Avoid if you can.

I had some negative issues with them after getting vinyl laid, but they eventually sorted it out without TOO much delay.

Terrible customer service
Bedroom carpet fitted had fault all the way across . When complained they said it would come out.
Manager visited and tried to brush out to no avail. He couldn't be bothered to get his steamer from car.
After 6 weeks and multiple phone calls they finally replaced carpet . Supplied carpet had same fault which fitter was able to cut off.
No apology or compensation from store. Buy from them at your own risk.
They buy roll ends which have marks in.

Only customer late Friday spoke to a sale chap explained what we needed pointed to a lino 4.5 x 2m. Ideal For both jobs in y e house at the weekend.

Started the first cut 2 metres x 2 metres for the 1 at job no problems then removed the remaining lino 2.5 x 2m and found out it’s 35cm stalled on the 2.5 reported to Franks stockton who stated you should have measured prior to cutting!

Offered no refund for w issue and was very unhelpful when the issue arises for the store not measuring accurately!