Frank's The Flooring Store Reviews 346

I want to put complaint in about Jarrow store. Worst service. Shop staff are all utterly clueless and unhelpful. Was told on Thursday last week someone would come out to fix job not done correctly that day or the friday. No one came, no phone call. Called Saturday and was told to ring monday. We're now told to wait an extra 11 days because no one can come but no one told us this, we had to ring to find out and book it in. Clearly can't arrange a p*ss up in a brewery.

Hard flooring supplied by Franks Alnwick , Kevin who runs the store very helpful & polite .
Dave from DS Flooring & his son screeded 70sq.m. of floors & then laid a timber flooring . This was achieved in 2 days with very very hard work . The end product looks fantastic & has transformed the whole house . Excellent tradesmen .

Been buying carpets here for years Warren is very helpful always excellent services and prices would not go anywhere else goes above and beyond to give the best help and advice

Great experience with Warren from Franks Sunderland, very friendly and helpful thanks again.

Would just like to say Len & Chris at Bishop Auckland store were extremely helpful throughout the whole process of choosing and ordering my new carpets

⭐⭐⭐⭐⭐
Outstanding Service from Start to Finish!
We recently bought a new carpet for our lounge and passage from Franks the Flooring Store, and we couldn’t be happier with the entire experience. From the moment we walked into the store, the staff were friendly, knowledgeable, and really helped us find the perfect carpet for our home.
The fitting was originally scheduled for later, but to our surprise and delight, they managed to fit us in ahead of time—which was a fantastic bonus. The fitters were professional, efficient, and courteous throughout. They even moved the furniture for us, which made the whole process completely stress-free.
The carpet looks amazing and has completely transformed the space. A massive thank you to the team at Franks for making everything so smooth and easy. Highly recommended—we will definitely be back for future flooring needs!
Thanks again for everything
Rachael Critchley

What a fantastic customer experience from Warren in the Sunderland store today, he went above and beyond helping me to choose a carpet and making sure everything was perfect and ready for fitting, I would highly recommend!

I had an excellent experience at Franks Factory Flooring in Consett thanks to James. His customer service was outstanding from start to finish. He let us take samples home so we could match them properly in our living room and we were back and forth three times until we finally found the perfect one. James was so helpful, patient and friendly and I knew straight away I’d be buying my carpet from there because of him.

You don’t get this level of expertise or personal service when buying online. Although our carpet is an order in so it hasn’t been fitted yet I really wanted to write this review to highlight what an asset James is to the Consett branch. We couldn’t be happier and we’ll definitely be coming back to James when we do the rest of the house.

Guisborough branch.

Service and attitude from the staff in the shop was brilliant.
Unfortunately the fitter who they sent was rude obnoxious and just didn’t want fit the vinyl as it was large hallway with alcove and under stairs cupboard.(Not a standard square room )
He broke all the screed up where the concrete floor met and said I can’t lay that as there is a hole ! Which he had just made himself.
He was quite happy to lay the floor on a previous visit but the vinyl wasn’t long enough .
Absolute cowboy who’s van apparently broke down the day before but got fixed straight away after we sat in waiting all day waiting for our first thing appointment.
Will never step foot into Franks again .

We chose franks due to needing a particular carpet but I certainly will never be going back.
Had to chase up to get the quote and fitment date.
They are far more expensive than other local providers.
The fitters themselves were the most rudest/ignorant people. I was home alone at the time and 8 months pregnant and they made me feel extremely uncomfortable and were very rude.
They have not laid the carpet in the cupboards as requested and there's lumps under the lino in the bathroom.
Will certainly be never using them again!

5* service from Len at the Bishop Auckland store! A 10 for Len!

Amazing experience from start to finish. The Spennymoor branch always goes above and beyond.
Sam the carpet fitter was outstanding, professional, and did amazing job on my small but challengingstaira and landing. Happy to share photos.
5☆☆☆☆☆

To put it mildly, i wasn't exactly bowled over by their customer service and was instead felt offended within the first 30 seconds of conversation, in all fairness the person swiftly corrected, and the more we engaged with this person, the nicer they become. My impression is they seem to be more interested in netting big spenders, than the more conservative spender, no where for old ppl to sit that i could see, my mother who recently had a hip op, ended up having to sit on their swatches samples whilst waiting for the paperwork and payment processing, only saving grace is we were practically rushed out the shop, i can only assume they beleive our appearance negatively effects their sales. For anyone else searching for artificial grass Cheaper grass can be bought at homebarg, so check there first if 4x1m is all you need, there is also the option to stitch 2 or more together. And save a fortune, appears to be no difference in quality that i could see. Too late for us, we paid 87 for 2x4 when we could have got same for 50, obv i dont hold this against the shop, its more about the overall experience to me, which they dont appear to value.

More than impressed with the quality and professionalism within the Consett store. I thoughtfully recommend the store.

Got the carpets I wanted at a fantastic price with help from graham from the bishop auckland store whose customer service was fantastic..thankyou !!

Warren was extremely helpful and made sure we had everything we needed. Thank you

I wish i had read the reviews before using Franks Flooring. This bad review is about their fitters. Franks themselves were very good to deal with and had a good quality choice of flooring. After my experience, i seem to have had the same problem with fitters that many other people have had. I ordered vinyl flooring and plywood to be put underneath to make a smooth surface- what a disaster! The fitter must have used the cheapest plywood and didn't nail it down properly because it warped the next day! My floor looked like the ocean waves! He also moaned whilst doing the job, saying it was too much for him. This was unfair to me as i was paying him £620. After phoning Franks to complain, they said this fitter was the only one who did vinyl. I said i did not want that incompetent person in my house again. I have now lost out and have had to ask a relative to lift the vinyl and put some more nails in the boards, but it is still uneven. I am so angry and disappointed. I would advise anyone who wants vinyl, not to use the only fitter Franks have- go elsewhere.

needed a new carpet and went in to browse, when i returned later that day Colin recognised me and came to help.
he was very knowledgeable and really friendly and helpful providing great guidance.
Whilst at the till Warren was also really friendly and provided 5* customer service.
They couldn’t have done any more to help us and we would 100% return and recommend to our friends to come to the store

4 years ago we used Franks to fit our carpet - sales was great, the fitters were atrocious. Came in and straight away asked for a drink and when provided it was replied with no thanks but 'What no biscuits?' For context my mother had passed away the day before, so no, there were no biscuits in the house.

They continued to blast music, plug their phones in to charge (thanks for the charger BTW as you left it) and generally just rude. We understand when nature calls you need to go to the toilet, but please replace the toilet roll that was literally right in front of you when you empty the roll.

4 years later we thought we could trust Franks again, again sales were good but the fitters again not the best. We didn't have the rudeness as before, but the carpet has gaps all around the perimeter - some fit snug, and 90% gappy. We were told we must have had laminate down as the skirting is too high - I've lived in the property since it was built, never had laminate before and other carpets have fit ok.

If you know half-way through a job it will be bad quality, surely you tell the customer and ask if they want them to continue? The customer service after this was non existent, with no one taking blame or trying to rectify it - we submitted a form to the area manager, but 4 weeks later, no response.

It's hard to recommend a company that has been trusted twice and failed twice at both customer care, quality and just providing a good outcome.

Bought some laminate flooring at the Stockton store. They were very quick to request a good review even before we bought anything! At the time of buying the flooring we were unsure about the beading. However after speaking to the fitter we decided we would get some. We went back to the store and were told "oh we don't do that beading any more". I said it would have been good to know this at the time of buying the flooring. 2 weeks later I am still waiting for a call back from them as they were going to speak to the Manager to see if they could help in locating the beading. I took it upon myself to source some - was actually in the shop across the road from Franks! A much better service from them. We will probably look there for the carpet that we need.