Frank's The Flooring Store Anmeldelser 

Great customer experience, well supported by Steve at Franks Portrack Lane.

Carpet nice but don't use Frank's fitters...had all the room re decorated and they have scraped all the paint fron skirt boards...we had him back and he said its normal......really so I paid for decorating to be told it's normal to have paint scraped off....they also left shoes on....

After being told our order was ready for collection, we attended the store Newcastle St James to find that it wasn't there. We decided to go and pick it up the following day at the Benfield Road branch. This is where we met a man with the worst customer service skills both myself and the wife have ever come across. He was rude, arrogant, unhelpful and should not be employed in any customer facing role, in fact he should not be employed at all.
I had to laugh at the advert playing in the back ground stating Franks offer exceptional customer service, left me tell you that your customer service is utterly appalling. You also need to change your " We love carpets, and we hate customers, if I could have given you a minus 10 rating I would have done, never again will we use this sham of a company.

Terrible customer service!! Purchased LVT flooring along with carpets and vinyl. Not cheap. Carpets and vinyl fitted no problem however did not finish the job properly, I have to finish the job myself by applying on silicone around the toilet myself!! The LVT fitting was a terrible experience, they came round completed the preparation as discussed. However they did not turn up to fit the flooring after numerous calls, failed attendance, lies etc they finally turned a week later at 1700 hrs to fit my flooring when the said they would be there at 10 in the morning! They finished at 2100 hrs that night. I have a small child so this was not idea. I contacted Frank’s numerous times but they were useless the only person that admitted they had a problem was Rachel who said that they had numerous complaints about the LVT fitter. Disgusting customer service even the manager was useless saying that he was just covering and the sales man that sold me the flooring kept reiterating that it was nothing to do with him. Will never use again and will tell everybody not to buy from Franks!!!

10* out of 5* 🤩 2nd visit yesterday at Bishop Auckland, great service, great carpet, great lads, Len what can I say apart from great guy, sort of guy you could have a beer with.
Cheers Len, I owe you one🍻Jem

Had LVT fitted paid over 2K for materials and fitting for the job to be finished and once fitting was done the fitter advised he wasn’t given the door bars to finish the fitting but he would come back the next day to fit them, it’s now been over 2 weeks 6/7 phone calls to the store numerous promises of call backs and saying the fitter would come and no one does, blatant lying then told the door bar isn’t in stock although I was told the 2 days prior they had one and would fit it the next morning, spoke to multiple people who were nice on the phone however I didn’t pay 2 grand for the job to not be finished, offered to give me the door bar to fit it myself which is a joke as I’ve paid for a finished job if I wanted to fit it myself I would have saved myself the money and done it, wouldn’t recommend they lie and can’t deliver what they sell, they say their fitters clean up their mess but on both occasions all the rubbish was left for us to deal with, wish I’d read reviews before going with them.

great selection , reasonable price and the carpet fitters were spot on , good job .

Chester le Street Store - problem after problem and called me a liar in not so many words!! Only bothered about his commission and arrogant!! Never going there again and my opinion!! DONT BUY FROM THIS STORE! Fuming!!

Tony at the Bishop Auckland branch is a Top Man who gave us Top Quality Service

Sadly had a bad experience at a previous Franks store, went into Bishop store thinking it would be the same kind of experience and i couldn't be more wrong, Len was so helpful, couldn't fault the place at all. Absolutely fantastic customer service skills. I'd go back every time now x

Fitters from Newcastle sent to my home by Benfield branch on 26th January 2024, I would never have in my home again. Needless to say the remaining rooms in my home will not have floor coverings purchased from Franks. I will be seeking floor fitters who are recommended by people I know.

we would like to thank Richard of Franks flooring Spennymoor. he was very helpful, kind and very respectful. Richard also provided a very good carpet fitter. thankyou very much. Richard is a real credit to Franks.

Went to Coulby Newham store and got a quote, carpet fitter ( or should I say rip off fitter) was booked for 2 pm when I would be home he sent a text saying he will be there between 10 and 12 .
He arrived with missing products to choose from and I choose a cheaper carpet yet he quoted me £100 more than the dearer carpet. Absolute rip off, back pocket job

Went in to get some replacement flooring. Excellent service and advice given, measuring done same week and fitting date made within a few days of purchase. Highly recommended

Visited the Benfield Rd store we were helped by a very friendly Hannah, who assisted us with our carpet purchase. A great experience.

Len was the person who dealt with my sale. He’s excellent and provided a very professional, helpful and friendly service. Well done Len

I seriously wish you could leave negative stars.....

I don't know where to begin.....

Customer service- they have non, Sam who i have dealt with is rude, unhelpful, talked over me and shouted at me on the phone ( after a rather tense conversation) I have sent a email of complaint which the manager has responded to and I am awaiting a response to the one I sent back. However Sam also told us that they had no manager....

Ok so... bought our flooring, easy, good price, good quality! Brain phoned a fitter they used and booked this in for us, brilliant we thought, we don't have to find a fitter they have vetted tradespeople they use! NO they don't as Sam kindly put it on the phone " Fitters drop a business card in we call and see if they are available" so how do they know these fitters are credible.... they don't which i will get to.

The fitter.... did our screed for us then came back 2 days later to lay our flooring, a boarder with interior of herringbone. It didn't seem to take him too long to complete the flooring, his daughter was working sometimes with him.on the day( school holiday) which i thought a little odd but ok... wants to keep her dad company.

Come to payment stands over me and says " someone need to pay me now before I leave" which was intimidating
I then looked at the floor and what i can only describe as..... it looked like my toddler had fitter the flooring! Over 200 issues... he came back the next day took one look said he couldn't fix it until a few weeks time so gave us a full refund

We are now stuck needing the flooring removed, screed removed, newflooring etc which is at an extra cost to us. FRANKS REFUSE TO TAKE RESPONSIBILITY EVEN THOUGH THEY BOOKED HIM NOT US.....

Franks have also said that it's the responsibility of the fitter and has nothing to do with them.....even though they are the ones who booked him.

We are beyond devastated and just wonder how they can get away with this!

AVOID AT ALL COSTS

Len at Frank's Bishop Auckland was incredibly helpful. Nothing was too much trouble, helped to discuss options to suit our budget. Very pleased with the purchase

Excellent service from Len at the Bishop Auckland store.
Very helpful and patient.
Can’t praise him enough.