Frank's The Flooring Store Anmeldelser 

Over the moon with service today very helpful bunch of lads you have working in your store more than happy to help us! Will 100% be here again for any future carpets, lads name was Craig who served me 5* service !

Poor service, poor communication, and a complete lack of honesty. I ordered flooring and trim from Franks Flooring, with the shop calculating how much trim I needed. When the fitter came to install it, he explained that he had not been given enough trim and would need to return another day to finish the job.
When I called the shop, they insisted the fitter had been given the correct amount and effectively suggested that he was not telling the truth. They then tried to make out that I had not ordered enough trim, despite the fact that they had calculated the quantity required themselves. I was told two additional pieces were on order and would arrive on Wednesday, after which the fitter would contact me to arrange another fitting date. This meant I had to take more time off work to accommodate a mistake that was not mine.
When the fitter returned, the replacement trim was a darker colour than the original trim. He advised me to contact the shop. I tried calling several times but could not get through, so I eventually had to go into the shop in person.
During that visit, the truth finally came out: the order on my receipt was correct, but when the shop processed it, they ordered two pieces fewer than required. The fitter had been telling the truth all along. Instead of being honest about their mistake, the shop allowed blame to be placed elsewhere and tried to make me feel as though I had ordered incorrectly.
I was also told the trim would arrive on Wednesday, but when it did not, nobody contacted me to explain. Instead, they found some random trim in the warehouse that looked similar and gave that to the fitter, which is why the colour did not match. Although the issue has now been corrected, it took extra time, effort, and inconvenience for both me and the fitter.
I would not use Franks Flooring (Ashington Store) again and would strongly advise others to avoid them. Mistakes can happen, but lying, poor communication, and trying to cover up errors rather than taking responsibility is unacceptable customer service.

This review is for Franks in Spennymoor, especially Graham.

Without Graham, I honestly don't know what I would have done after a major leak in our home. He was a huge part of the whole process and was always supportive, calm, reassuring, and genuinely kind. During such a stressful time, he made everything feel so much more manageable, and I'll always be grateful for that.
He has helped transform our home from somewhere that caused so much stress into a place I can finally walk into and breathe again.
I'd also like to thank the team who fitted our flooring. I don't know their names, but their work is absolutely pristine. Every detail is perfect, and it looks beautiful.
Thank you to Graham and everyone at Franks. I truly appreciate everything you've done.

Fantastic lads working today, very helpful and great knowledge of their products. Would absolutely recommend here for your carpets
I believe their names were jack, Craig and Evan.. 10/10

Super helpful even though it was nearly closing time! Straight forward and hassle free. Explained everything

If I could give no stars I would because Franks Bishop Auckland is somewhere to avoid. The management team are extremely unprofessional and the area manager doesn't keep his word. I had my flooring fitted by Ryan who made every excuse under the sun not to turn up and it took 2 weeks for my floor to be fitted. Upon completion I contacted the store, eventually spoke to the area manager who said he would arrange for the edging to be finished and the waste of boxes of flooring to be taken away. 4 weeks and numerous emails and completely ignored. No one has been back.

The store in Dragonville Durham. Jason and Anthony these two lads are the nicest and most helpful. Would recommend this store in a heart beat. Went above and beyond to help a young girl with a new baby. Sooo helpful to get the house measured getting a carpet fitter sorted and gave her a quick date to get it fitted because of her circumstances. Thank you so much

Tracy was superb in helping us with carpet samples and making decisions about our final choice.
She was also very encouraging and assuring about how much help the carpet fitters could provide, as we had no-one who could help us lift existing flooring.
On the day of fitting the 2 young men who came - Connor and Declan - were second to none with their expertise in lifting and packing our old underlay and carpet; in moving furniture around - none of which was too much trouble for them and the final laying of underlay and carpet. They were here 3 and a half hours and never stopped once.
We are very happy with our total experience and recommend them 100%

Very disappointed with Franks Flooring. The staff at the Washington store were rude and unhelpful. The fitters did a poor-quality job, especially considering the premium price. To make matters worse, they only give you a day for fitting with no time slot, so I had to wait in all day. Overall, a frustrating experience and I wouldn't recommend them.

Amazing customer service from Nathan, he went above and beyond to meet our requirements, and was the nicest salesman 😁

Visited the Bishop Auckland store today and was helped by Nathan,very lovely man. He was super helpful and had us sorted in less than 10 minutes with a matched quote and what we needed

Excellent service after an issue with some flooring .Staff on phone / shop very helpful and issue was resolved amicably. Thank you Frank's

Thanks to Steve and the team at franks, great service from the very start highly recommended

Had the worst experience in my life in the Chester Le Street branch.. “Manager” was so obnoxious.. wouldn’t let me speak.. very condescending.. after telling him I new what I wanted he said I don’t think you do.. went back in with my 77yr old mother to look at samples.. he demanded we leave the shop.. told me he new where I lived .. very alarming.. called every name under the sun including animals.. the other members of staff who were working there had to take him to the back of the shop.. he then stormed towards my mother screaming and pointed.. we thought he was going to attack her.. never in my life have i witnessed anything so diabolical.. he should be kept away from any kind of dealing with the public.. very dangerous man

We had a good sevice from the staff in store, the carpet was fitted by Dan & Rory at the Darlington store on Thursday, they were very knowledgeable, helpful advise, polite & cheerful, great work guys.
Tina

Myself & husband, visited franks a few weeks ago to take a look at the LVT herringbone style floor. We were spoilt for choice, soo many different colours etc. Colin kindly offered to help us find the right one for us, which we did and we are soo pleased with our choice. He arranged a measurer to come out to the house just to make sure we were ordering the right amount for what we needed. The measuring was quick and easy. We then returned to store today to meet with Colin to place the order. We also decided to take a look at the carpets for our stairs / landing space, again there was tons to choose from. Nothing was too much trouble for Colin, he went above and beyond to make sure we were happy and comfortable. We can’t thank him enough for his assistance. We would highly recommend Frank’s Sunderland for any of your flooring requirements. Keep up the great work Colin, and thanks soo much again for all of your help, expertise and kindness. Abbie & Jordan x

We have been so very disappointed by the service we have received from Frank’s Flooring in Hartlepool. We popped in to the shop a couple of weekends ago, chose a carpet, and made an appointment for someone to come out and measure our home for new carpets. We were told that we would get a text the night before, confirming the time window for the appointment. We never got the text. I called the shop the day of the appointment and it turned out that they had noted down the phone number incorrectly and that’s why we never got the text. Their fault, or our fault, I do not know. A very nice man called and confirmed when he would come around. He duly came out, measured and emailed us with a quote. We decided to make amendments to the quote, to make it cheaper, and so I emailed the nice guy who had come out and measured, asking him to please amend the quote accordingly and to also give us the measurements that he took of our house. Two days later, I had received no reply, so in the morning I called the shop. They took my details and promised a return call. Nothing. I called back later that day, before closing time, and explained that we wanted the quote to be amended and we would also like to have the measurements that he took of our house. I was told that he did not have time to amend the quote as it was close to closing time, but that he would call the next morning with the amended quote. He also stated that Frank’s policy is that they do not give out their measurements to their clients and that if I insisted on wanting them, I would have to pay an extra £25 to get them. This was because they felt I could take these measurements and get a quote from another shop. This really frustrated me as I could ask for this information under data protection, for free, and no other company is going to quote me using another company’s measurements, without coming out and measuring for themselves. And, why are they not confident in their quoting and service!? Well, that was nearly a week ago and I have still not had a call back, or an answer to my email query requesting an adjustment to my quote. No one has called to find out if I was happy with the quote, whether I was wanting to go ahead, or whether they could assist me in any other way. Terrible, terrible service. Very unprofessional indeed. All’s well, though, as we did find a company that is professional and interested and did all they could to bring their quote within our price bracket. Just a pity as I was really hoping to support a local business. Frank’s in Hartlepool do not seem eager and passionate for work … it was me chasing them, rather than them chasing me. Really disappointed potential customer and I’m sure I’m not the only one around. Needless to say, we will never recommend them.

My 91‑year‑old father recently ordered a carpet from the Shildon branch. He provided his own measurements, and I specifically asked whether someone from the store would be attending to verify them. I was assured that the measurements “looked fine,” that it was “on the store,” and that they would “never leave a customer unhappy.”

Unfortunately, this has not been the case. The carpet arrived approximately two feet too short. The fitter contacted the store on the day of installation to inform them of the issue, and my father—who was alone at the time—felt pressured into paying an additional £150 for more carpet approximatly 2 square yards. He later reconsidered, but was told he would be charged £30 to have his money refunded.

We visited the Shildon branch this morning to raise our concerns. While we did receive the full £150 refund, my father is still left with a two‑foot gap where the carpet should be.

It is extremely concerning that a reputable carpet retailer would rely solely on the measurements provided by a 91‑year‑old customer without offering or insisting on a professional measurement service.

Went in on a Saturday to look at what options I had. This was the Guisbrough store. The two gentleman who I dealt with were superb (sorry, I can't recall names). Showed me what was the best options for me but didn't push, just gave their honest opinions. One gentleman was so accommodating and came to my home within the hour of me leaving the shop to measure up and give me a price for the full lot of grippers, underlay, carpet and fitting. Im getting carpet fitted tomorrow. 6 days from walking into their shop to carpet been fitted. Absolute fab service and extremely quick! Will definitely be back when I'm looking at redoing elsewhere in my home!

Nathan. He was knowledgeable, helpful and friendly. Made what couldhave been a stressful experience a good one.
Thanks