Flooring Xtra
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Worst experience
Flooring Xtra RugsBought a rug online. The Web pages says free hassle returns.
I try to exchange the rug for a bigger size and they decline to process the return to the closest store. I have to pay $83 for shipping and 20% for restocking fee.
What a joke... next time I will go to somewhere else.
By the way the rug is beautiful but I will look at other places with better customer service.
Appalling, follow-up, service, and reverting to reviews to get any traction
Flooring Xtra Timber FlooringI install hybrid flooring and carpet into a townhouse and had multiple issues with the initial order and installation. 15 months on the hybrid timber flooring is lifting on our top level and we can feel it click and move underfoot when we walk on it. Attempted to make contact with the store who requested photos and I replied within 24 hours. Since that time I’ve sent multiple emails to the regional manager and to a head office email address and had not one follow-up all. I want is someone to come and attend the property inspector flooring and repair it. In hindsight paying more and going to a different flooring, company would’ve been a better option in the more.
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Terrible product and service
Flooring Xtra Hybrid FlooringInstalled Hybrid flooring at cost of over $14K less than 10 months ago. Floor is buckling in 2 places and delaminating in numerous places. Company keeps promising to attend and fix, so far 2 no shows.
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Hi, We are very sorry about this experience, could you please send us more information to [email protected] This way we can investigate further and sort this out for you.
Stressful and very unprofessional
Flooring Xtra Carpet FlooringWhen choosing our carpetsSalesman were drinking in the showroom while customers were in there in the afternoon. Very stressful experience on day of installation. Not informed on the day the time the installation was being conducted. Waited till 12 and called the office to confirm job was completed and told by salesman “what job” “you haven’t paid anything, no one has been out to measure up”. Invoice number, last name or address doesn’t register through their system. Raced over to the office furious to try and sort out the issue as I had to canc
... Read moreel trucks for our move the next day and electrician to complete work and when arrived was told “sorry the jobs completed” while 3 salesman all smiled and thought it wasn’t an issue. Was contacted by the GM the following day with an apology and said if there is anything else to deal with her. Why would I want to use this company again. Maybe reimburse 50% of my money and put your money where your mouth is.
Hi Jason, We are very sorry about this experience, this is definitely not the experience we want our customers to have could you please send us more information to [email protected] So we can i
... Read morenvestigate further and sort this out for you? ThanksStill no resolve to this issue and no apology received. Very dissatisfied
As long as this company receives your money they don’t care about communication or follow up customer satisfaction. Repeat emails saying that they are looking into the issue and will take appropriate
... Read moreaction. This doesn’t help the customer that has the initial in the first place. Offering a gift voucher to buy products in the store that belittles its customers is insulting
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Flooring Xtra supplied us rubbish
Flooring Xtra Carpet FlooringWe purchased a New home, and
Flooring Xtra was the supplier and installer of the carpet.
The carpet showed wear even before handover. We were initially told it was not an upgrade but actually just basic carpet, and that we were dudded by the builder, but an investigation revealed it our fault for not having a special vacuum that beats the carpet.
We only have a new karcher industrial Vacuum and a late model Dyson vacuum that will both pull your socks off !
The builder has rejected the claim based on the report forwarded by the supplier !
It i
Hi Bruce, We are very sorry about this experience, could you please send us more information to [email protected] This way we can investigate further and sort this out for you.
Thanks
Abysmal installation and disgusting treatment by manager/ now owner
Flooring Xtra Vinyl FlooringReading these reviews makes me realise that my bad experience with Flooring Xtra stores is not a one off and not just Gladstone. Initial sales service great -girls all lovely and helpful which sold me on them. It all fell apart leading up to, during and after install. Damage to walls and skirtings, no communication, not laid properly, glue everywhere, lots of gaps, and then caulked everything to cover there mistakes without permission and I hate the caulking! ( And it is a very dodgy job) Looks horrible and tacky Manager (now new owner) rude, d
... Read moreidn’t listen and didn’t rectify as he promised . No offer of compensation for having to live with the horrible look or for all the wasted time waiting and trying to get floors rectified - they had 3 goes at laying the vinyl near bathroom door !! Has been stalling me for months -while ownership changed and now won’t provide details so I can claim compensation from previous owners as he’s claiming he’s not liable - hasn’t bothered to tell me though - QFAT advised so that explains why he has been withholding details . If you buy any of their products do not let them install it. 7 months on and whilst I love the product I still hate the look from the poor install and the whole experience has been dreadful and extremely stressful!- +3
Flooring Xtra Toukley
Flooring Xtra Vinyl FlooringMy experience was just awful..I felt bullied, threatened and belittled...I am elderly and expected better...shame on those responsible...this issue was resolved through Fair Trading ending months of anguish...Just sad RP
Hi Robyn, We are extremely sorry to hear about this experience of yours. If you could please send further details about this incident to the store at [email protected] they will respond and sort this out for you ASAP.
Thanks
Thank you for your reply... However it was the franchisee at Gosford who threatened me with legal action if I didn't pay $1600 to fix the "lumps" in my floor after the installation which took 9 months
... Read more. My only remedy would be to have the entire floor ripped up an redone by a different company. I am undergoing chemotherapy and doubt that I'd see it finished. An apology for being called a liar and wanting a cheap job. ($4500) for hall lounge and dining/kitchen is not a cheap job. As well as the stress of going through Fair Trading (they said I had to and that they would win and it would cost me a lot more in court). How can I be compensated with business practices like those...If I had the time and money I would pursue this matter further... Again I thank you for your time and response... Robyn L Power
My worst experience dealing ever
Flooring Xtra Hybrid FlooringThey employed cowboys who ripped up our skirting when they weren't supposed to. Damaged our walls. Said they would take a couple of days but it took months to fix up the original work. I needed to organise a painter to repaint the whole unit and fix the damage. They paid for the painter but did not compensate for not being able to inhabit the unit for two months. Don't go there (Burleigh) you've been warned
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Beware!
Flooring Xtra Hybrid FlooringBe careful of this company. They overorder the boxes and then you are stuck with them! Very disappointed as you rely on them to do the right thing!
... Read moreHello Jane, we are sorry you are disappointed, in order for us to improve our service, can you please provide further information to [email protected] so we can address your concerns.
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Let down by Customers service
Flooring Xtra Carpet FlooringWe booked our service to be done on a Friday morning (9:00 AM), I had to call their office after 10:00 AM, just to hear that the person in charge was sick. He managed to arrive around midday. As expected they requested to move all furniture, which we did on Wednesday and Thursday. In the middle of the installation, we noticed that the carpet was not the correct one and my wife had to drive to their office to double-check. They did not have the correct carpet in stock so we had to wait until Monday. We missed 3 family events, we sent my son to s
... Read moreleep with a friend and we had to use the same clothes because everything was stuck in one room and we did not have access. They did not even take accountability for the mistake and called it an unfortunate event. They did not show empathy or any sort of understanding of the problem they generated. The staff who did the installation was good but the whole experience was a let down due to their customer service. When we go the quote, it included the removal of 4 tiles and we agreed on leaving a bed frame as it was too big. They used those 2 issues as "compensation" for the problem when it was part of the deal already.
Hi Byron, I am sorry to hear you are disappointed with your experience. We appreciate your feedback as we are always striving to improve our customer service. Can you please email [email protected]
... Read morem.au with your contact details so we can look into this further.
1 year on - still dealing with installer issues
Flooring Xtra Hybrid FlooringHad hybrid flooring installed back in June last year (2021), they removed tiles and carpet and put levelling agent down. Next day installers came out and laid all the flooring looked great and was happy. Over the coming months the kitchen boards started moving a lot. They would need to be kicked back in. Then more boards started to move, warp and bow. Contacted Pakenham store and because we only sent "one" photo it wasn't a "serious" issue. Finally my husband got him out and he saw the severity of the damage. Boards were starting to move
... Read more all about the place, this was now July 2022. Finally the company who makes the boards comes out August 2022. States it was installer error and glued down boards to stop them from moving! Now October, we find out the original salesman has moved on from Pakenham and been told all these excuses why it hasn't been rectified. We have boards that are warped, bowed and chipping. It's embarrassing to look at and horrible to think of the nearly 10k we spent on this disgraceful job. I now have no choice but to contact ACCC to get involved, and will not hesitate to seek legal advice if this is not sorted ASAP.
Read the reviews and decide for yourself
Flooring Xtra Timber FlooringI bought a house that is 4 years old with timber boards fitted by this company. As the second owner of the house (which had been rented out prior to me moving in) I found the quality of workmanship and finish of the boards that were installed terrible. So I rang the builder and asked who did the floors and was given their business name. I contacted the company for advice and never got a call back. I tried again and was told to contact [Name Removed] who oversaw the work on my property. He promised to come and have a look and advise about the pr
... Read moreoblems, why it looks so bad and I was hoping on how to fix the issues, but no luck there. Have a look at my 3 photos, I never knew it was acceptable to have roughly cut and uneven boards, [Name Removed] said in a phone call to me that it is normal to allow for board movement! I have never seen anything like that in other homes. I called Him a few times and those calls were not responded to, some texts not responded to, and all this after saying he would come to my home and advise about what could be done. So, by way of update, 3 months after I first contacted “he who cannot be named” I have been threatened with legal action by the person who never showed up, and told I have to not name that person because it’s defamatory. The legal letter threatening legal action actually outlined information I didn’t have so that was useful. So accountability is a threat and truth confronting. Ok so, I guess it’s up to me to pay for another company to fix it. Apparently tenants may have cut the boards like I have photographed and tacked in edging that doesn’t match in colour or size and has lifted away from the wall. And apparently a pot plant leaked water and someone other than Flooring Xtra had to come in and repair that area, but I can’t ascertain from them where that area was. So if I knew I could ask Flooring Xtra to explain about the rest of the place; Unless the pot plant flooded the whole house. After reading the reviews about this company here and elsewhere, I realize I am not the only person disappointed, so I am confident anyone looking at all the reviews will make their choice without my influence at all. No legal action required.
We are sorry to hear about your experience. We do value the feedback, can you please send further information about your experience to [email protected]. Thank you for the assistance.
I have a legal letter from a solicitor purporting to represent Flooring Xtra and Mitchell King which states to only speak with your legal representative. So I won’t be writing to you.
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They lost interest after installation was not satisfactory
Flooring Xtra Laminate FlooringCorners not staying in, surface not flat, edging was not installed properly, keeps coming up. Several attempts for rectification were made, with negative reaction, Garage floor not satisfactory, stained and not flat, manufacturer was out and said it is normal, not what I was promised
... Read moreThank you for taking the time to provide valuable feedback about our installation services. We apologize that your experience was less than ideal, and we hope you'll give us another chance to prove ou
... Read morerselves. Could I please confirm which store you were in contact with so I can discuss your experience further?
The flooring should be done 25-27 June. It is 1 September it is not finished.
Flooring Xtra Laminate FlooringWe paid full payment. 2 months later job not completed.
... Read moreThe flooring instalment dates were 25 -27 June. It took around 2 weeks to get vynil planks installed. The siliconnig was not done, also the strips between existing bathroom /toilet floor tiles and ne
... Read morew floor boards were not installed. My elderly husband tripped over that, the difference in height about 5 mm (strip's were not installed) at the bathroom and lost his mobility for 2 months. We are contacting xtra flooring on regular basis. 10 days ago a supervisor came to assess the job that is not finished. He said that it will be fixed and finished in around 1 week. We didn't hear from him since. No wonder XTRA FLOORING wants full payment in advance. I hope they will finish job in our house.Hi Elena, We’re so sorry to hear that your experience did not meet our standards.
We value your honest feedback and will work hard to ensure that similar issues do not occur in the future.
... Read more Could I please confirm the Flooring Xtra store you were dealing with? I will reach out to them on your behalf. Thank you
Terrible experience
Flooring Xtra Hybrid FlooringTerrible experience with flooring xtra burleigh. They have been unreliable and almost uncontactable since the day we paid our money. They sent subcontractors on several occasions who arrived with no idea what they were actually doing. There have been mistakes at every stage from rip up to final lay of our 100m2+ job. Worse still there are faults in the install of our hybrid floor that are yet to be rectified. I’m not one to complain usually but the service has been appalling and I don’t want others to have the same experience.
Hi Alyce,
We’re so sorry to hear that your experience did not meet our standards. We value your feedback and will work hard to ensure that similar issues do not occur in the future.
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Hi Daniela,
... Read moreres. And there is a fee involved for change-of-mind returns, if you would like to discuss this further please email us at [email protected]. Once again, we apologize for any inconvenience, and we appreciate your understanding.We are sorry to hear about your experience as mentioned in the email Our rug store operates exclusively online, and as a result, we do not have the option to return the rug to physical sto