Floors Direct North

Hi Susan, thank for the lovely review. Faisal is a great asset to our team for sure. We are always grateful for feedback, it helps it grow and improve our services, but I wanted to make you aware that virtually every flooring stores sub-contract installations these days, what makes us slightly different is the fact we're very proud that most of our guys do 100% of their work for us. I am so glad you had such a great experience though and if you ever have any more projects in the future we will be delighted to help. Thanks again Susan,
Kind regards

Jeannie.

Hi Hamid, thanks for the review. Very happy to hear all went well for you. Ben usually does help our clients save money where he can, an all round great guy for sure :)

Thanks again Hamid, much appreciated.

Kind regards
Jeannie

Hi Sam, thanks so much for taking the time to review the job we did for you, we really appreciate it. We do have a great team at Newmarket and we're glad you had such a good experience. As for sill questions, there is no such thing - just genuine concerns and we can answer the questions, it makes it easier for our clients and us. Thanks once again.

Kind regards

Jeannie

Hi Minesh, thank you so much for the review. I'm glad we did a great job for you. I must say that we are very lucky to have installers who will work when it suits the customer and we are thankful for each and every one of them.

Thanks again, Kind regards

Jeannie

Michelle, bless you. Thank you. It was all my absolute pleasure though, and you were an easy customer which made my job all the easier. I love your home and so look forward to working with you on your next project. Until then, you take good care of yourself.

Hugs

Jeannie

Thanks for the review. I'm glad we were able to accommodate your needs and we're thrilled you're happy with the result. Ben is a good guy, I agree and we all try to follow his lead in looking after our customers. Again, thank you, your review is much appreciated.
Kind regards, Jeannie

Hi Todd, thanks for the review. Whilst we appreciate all reviews this is one we do want to address quickly. All customers are important to us whether they spend 100.00 or 100.000 and as a company, we try hard to satisfy all of our clients but we cannot please all the people all of the time. You mention John's phone message first and foremost, perhaps it was sheer frustration on his part (he is human after all) after trying many times to give you good advice telling you clearly that putting the underlayment under sheet vinyl was not recommend and that it was good floor prep that was crucial for a successful installation. You insisted after speaking directly to the supplier, that purchasing underlayment was what you wanted to do and despite advice from our staff warning you against it, you still went ahead. When you came in the store, you actually thanked us for all our help but the tables turned when we would not refund the purchase price of the underlayment. The phone call you subsequently made back to John was very abusive in nature which I am sure John’s call to you wasn’t as he is not that type of guy. I'm afraid our guys are not used to such verbal abuse and nor should they be. No-one deserves to be treated that way. For your one complaint, we have hundreds of people who say the opposite and are extremely happy with the service John provides as are we. It was the distributor of the underlayment who you called direct, not John, who gave you the advice to heat and roll the vinyl to straighten out the underlayment. As for pricing, all retailers have products they have better pricing on based on their supplier programmes. We too can offer such pricing on various product lines at various times. I'm surprised with your flooring experience, as you told us, that you wouldn’t recognize this. On a product you insisted on buying and that had been cut up and installed, of course we were not prepared to take it back - why should we? At the end of the day it would have been more prudent on your part to have purchased the underlayment from the same place you purchased your vinyl and I’m sorry we weren’t the right company for you.

Hi Santiago, thank you for your review. We are sorry to hear your stairs are squeaking. After we received your review we looked up your details and your stair installation was over 2 years ago. I do think it's a bit unfair to imply we don't care as the that couldn't be further from the truth as you will see if you read our reviews. Had our work not been done to scope, we surely would have heard from you before now? Until you called yesterday we knew nothing about any squeaks and therefore can only assume that they started recently. If they were present before, I'm sure you would have let us know and had you informed us, we would 100% have come and looked at the issue for you. Even if it had been just over the one year warranty, we would still have taken a look - but as with any warranty, unfortunately there has to be a cut off point. I have my own example experiencing a problem with my car recently and my warranty was out by a week. I called but they wouldn't do anything for me because the warranty had run out.
Addressing your comment about us sub-contracting. To be honest we don't know of any store who employs installers these days. We have over 30 installers work with us and the vast majority do 100% of their work for us. We are proud of these installers and they do a great job. Regarding the installer no longer being with us, as with any job Santiago, people move on to bigger and better things, are we supposed to stop them?
As a last thing Santiago, if the squeaks are move prevalent now, it could be seasonal and due to expansion and contraction on the wood as the weather warms up which is something we have no control over. It could also be coming from something structural that didn't present itself at the time of installation (or I'm sure you'd have mentioned it). Again, if this is the case we are not responsible I'm afraid, but there are things we can suggest you try and if you'd like to give us a call we'd be happy to get someone to talk you through it. Kind Regards, Jeannie

Ruby, you are a darling! Thank you. It was my pleasure and I really did enjoy working with you to find your products. You were an absolute delight! Hopefully when you do you kitchen we will see you again. Have a very very safe journey back to Holland.
Hugs, Jeannie

Hi Brooke, thank you for leaving us such a great review. It's good to hear you had such a good experience with our company. You had quite the team looking after you with Ben, John and Ivan. Thanks again Brooke, we look forward to seeing you for your next project.

Kind regards

Jeannie