When recently purchasing some laminate flooring and accessories at Floors2Go, I was informed by the salesperson at the store that any unused product could be returned for a refund provided a receipt is shown and the goods are returned within 28days.
It later transpired that I did not actually require the flooring (as the floorboards in the room I had purchased the flooring for were in far better condition than expected) and therefore I returned to the store to return the goods (1 week after date of purchase). At the store, I was informed by the staff that they could not authorise the refund as the order total was over a certain amount, and that I should get in touch with the head office to have the refund authorised. This I could understand and accept, and I certainly have no complaints with how I was treated by the staff at the store.
Upon calling the head office the following day, I had the pleasure of being put on hold and transferred around a number of different staff (clearly with no dialogue having taken place between the person transferring my call and the next person picking it up).
I was eventually passed on to the area manager for the store I purchased the items from, and he kindly informed me that the company actually does not offer refunds at all - but I could exchange the flooring for some other flooring...
Whilst I appreciate that the retailers are not legally obliged to provide a refund for items unless faulty or not as advertised/specified, I would suggest that Floors2Go should make it abundantly clear to the customer at the point of purchase, rather than saying that unused product can be returned and refunded.
Furthermore, having undertaken a lot of DIY work over the past few years and purchased a lot of products from various DIY retailers, this is the first time I have ever had an issue with returning unused product; the likes of Homebase and B&Q have always been perfectly happy to offer refunds - as is the case with almost all reputable retailers.
On the basis of my experience with Floors2Go I will not recommending any friends / family / colleagues to purchase their flooring there, unfortunately.
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