Shocking Quality
They sent a rep around to inspect the site and recommended a product. Whilst I was initially pleased with the service, the product they installed was sub standard and started cracking. I reasonably asked someone to inspect and make good. They asked for a sample which I agreed to send them. The General Manager, named Clayton, then asked whether it would help me. I said no given I was not familiar with their products to which he rudely said he would not help and see me in Court. Never in my life have I experienced anything like it. It cost circa £8,000 for faulty flooring. Yes I will be taking the matter to Court
Reply from Polycote
We’re genuinely sorry to see your original 5-star review revised, especially after the positive feedback you initially shared about our team and the service you received.
That said, we feel it’s important to provide some clarity around the situation. Following Polycote’s initial site visit, it appears a new sub-base was installed — one we were not given the opportunity to inspect. When our approved installer arrived on site, he raised serious concerns about the condition of this new substrate and advised that it needed to be re-laid before any coating work could go ahead.
This advice was communicated directly to your team on site. Despite the concerns raised, you instructed us to proceed. Our installer, uneasy about the likely outcome, followed up by email to document his advice and requested written confirmation from you to continue. You responded with:
“We have not had any issues with it to date and are even surprised it needed screeding again, so do not foresee any problems. Please therefore proceed.”
The issues you’re now experiencing are unfortunately consistent with the risks that were outlined at the time. As the decision was made to continue against clear professional advice, we can only offer a remedial solution at additional cost.
We're sorry to hear your comments and would like to clarify that at no point have we stated or intended to take legal action against you. We value open and respectful communication with all our customers and are always happy to resolve concerns directly and constructively.
Kind regards,
The Polycote Team