Remland Carpets & Flooring Opiniones 69

Respuesta de Remland Carpets & Flooring

15 ene 2026

Hello Sherry,

Thank you for your feedback. We’re sorry to hear that your order arrived in poor condition.

All laminate flooring leaves our warehouse in good order and is checked prior to dispatch. Unfortunately, on this occasion the damage reported appears to have occurred during transit with the courier, which is something outside of our direct control. When issues like this are reported, we are always happy to raise a claim with the courier and work towards a resolution.

Regarding samples, these are supplied to accurately show the colour, texture, and finish of the flooring. Full packs are supplied exactly as manufactured and are not treated or “polished” differently from the samples.

We also feel it’s important to mention that our team were spoken to in an abusive manner during contact. While we understand frustration when something goes wrong, we ask that communication remains respectful so we can help effectively.

We regret that this experience was disappointing and remain willing to assist when concerns are raised appropriately.

Respuesta de Remland Carpets & Flooring

15 ene 2026

Hello Ms Green,

Thank you for your feedback, and we’re very sorry to hear how upsetting this experience has been for you. We genuinely regret that you feel let down, and we understand how difficult this situation must be, particularly given your circumstances.

To clarify, all vinyl flooring is supplied with a cardboard recyclable tube inside the roll. This tube is essential to keep the flooring securely rolled during transit so that it arrives without damage, creasing, or distortion. It forms part of the standard protective packaging used for vinyl flooring, including cut lengths, and is not an indication that an end-of-roll product has been supplied.

As the tube is part of the packaging material, we are unfortunately unable to arrange collection or disposal of it. We would recommend checking if a neighbour, friend, or local recycling service may be able to assist with removal. Alternatively, when your household waste or recycling is collected, this is typically something the council will accept if broken down.

We are very sorry if this was not clearly explained at the time and if our communication did not meet expectations. This is not the experience we want for our customers, and we will be reviewing the feedback regarding how your enquiry was handled to ensure we can improve our service going forward.

Thank you for bringing this to our attention.

Respuesta de Remland Carpets & Flooring

15 ene 2026

Hello,

Thank you for taking the time to share your experience. We’re very sorry to hear about the frustration and inconvenience caused by your delivery.

This is certainly not the level of service we expect from the delivery company we use. Being advised of a delivery window, remaining at home, and then receiving a missed-delivery notification without any contact or evidence of an attempted delivery is understandably upsetting. We appreciate you explaining the situation in detail, particularly regarding the lack of tracking, contact options and the vehicle involved.

Please accept our sincere apologies for the disruption to your day and the need to rearrange your plans. We are escalating this matter with the courier company as a priority so it can be fully investigated and addressed to prevent a repeat. If you are willing, we would appreciate the opportunity to discuss this directly and ensure your delivery is completed smoothly. Please contact our customer service team with your order details so we can assist further.

Thank you again for bringing this to our attention, and we’re sorry for the experience you’ve had.

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hello Marissa,

Thank you for taking the time to share your review. We’re genuinely sorry for the frustration caused and for the condition the flooring arrived in from our suppliers, that is absolutely not the standard we expect and we understand how disappointing that must have been.

However, we do feel it’s important to clarify the timeline, as this played a large part in what we were able to offer. The flooring was delivered around six weeks before the issue was first reported to us and by the time we were notified, the material had already been cut in preparation for fitting. Once flooring has been cut or installed, it can no longer be assessed, collected or returned to the manufacturer, which limits the options available to us under both our policy and the supplier’s.

Despite the issue being reported outside our terms and after the product had been altered, we still raised your case with the supplier and pushed for a resolution on your behalf - even though it was also outside their timeframe. We’re pleased that, after these discussions, we were able to secure and offer you a replacement free of charge, which you confirmed you wished to proceed with.

We appreciate that the delay in reaching a final resolution was frustrating and we apologise for the inconvenience caused, including the disruption to your planned fitting but we had the complaint raised with the manufacturer and argued the case to help you, which did take some time I am afraid.

While the situation wasn’t straightforward due to the time elapsed and the flooring being cut before the issue was raised, we did make every effort to resolve the matter as fairly as possible and we’re glad we were ultimately able to provide a replacement.

Thank you again for your feedback, it helps us continue improving our service.

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hi Martin,

Thank you for taking the time to leave such a detailed and balanced review. We’re very sorry again for the marks you found on your vinyl flooring, that’s certainly not the condition we expect our products to arrive in from our suppliers and we completely understand your disappointment.

We’re glad the marks were removable and that our team were able to assist quickly with an apology and a goodwill refund. Your feedback means a lot to us and we appreciate you recognising the steps we took to put things right.

We’ve already raised this issue with the manufacturer to help prevent anything similar happening in future, as we want every order to arrive in perfect condition.

Thank you again for your understanding and for recommending us despite the initial inconvenience. If there’s anything else you ever need, we’re always here to help.

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hello,

Thank you so much for your wonderful review! We’re delighted to hear that you were happy with the quoted price being honoured and that the carpets were delivered and fitted to your satisfaction.

Our fitting team will be thrilled to hear your kind words, they take great pride in their work and it’s lovely to know their friendliness and skill made such a positive impression.

We’re absolutely delighted that you’re pleased with the product, service and value for money. Thank you again for choosing Remland Carpets and for taking the time to share your experience.

We really appreciate it!

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hello,

Thank you for taking the time to share your feedback. I’m very sorry to hear about the experience you had with your complaint and I completely understand your disappointment.

We always try to resolve product issues as quickly and fairly as possible, which is why we request additional photos when marks or damage are reported, this helps us determine whether the issue occurred during manufacturing, transit or after delivery. I’m sorry this process felt frustrating and that you didn’t receive the resolution you were hoping for.

While we do ask customers to check flooring on arrival so any courier related damage can be addressed promptly, I appreciate your point regarding the difficulty of unrolling heavier items and we’ll be reviewing how we communicate this to make the process clearer and more practical.

We’re genuinely sorry to have lost your confidence and although I understand your decision, we’d still like to thank you for your custom and feedback. It helps us continue improving our service.

If there’s anything further we can clarify or assist with, please feel free to get in touch.

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hi Sian,

Thank you for your review and I’m really sorry to hear about how your delivery was handled. Although we use third-party couriers for larger flooring deliveries, we absolutely agree that leaving the order on your driveway without knocking or ringing the bell is not acceptable, especially given your injury.

We understand how frustrating this must have been and this is not the level of service we expect from our delivery partners. I’m glad to hear that the issue has since been sorted and resolved, but please rest assured, we will be raising this with the courier to prevent it happening again.

If there’s anything more we can help with, please don’t hesitate to reach out.

Respuesta de Remland Carpets & Flooring

20 nov 2025

Hello,

Thank you for sharing your feedback. We’re very sorry to hear about the frustration you experienced earlier this year and we completely understand how stressful delays can be, especially when a bedroom renovation is depending on it.

We’d just like to clarify that we did reach out with updates at the time, including information we received from the supplier regarding the status of your flooring. We’re sorry if any of those messages didn’t come through clearly or caused any misunderstanding.

We truly appreciate your patience throughout the process, and we’re glad we were able to assist you. If there’s ever anything more you need or any way we can help in the future, please don’t hesitate to get in touch.

Thank you again for your feedback.

Respuesta de Remland Carpets & Flooring

18 dic 2024

Hello Rachel,

Thank you for your feedback and we sincerely apologise for the experience you've had with us. This is not the level of service we aim to provide and we understand how frustrating these delays have been, especially when coordinating with your fitter. Our sincere apologies for the communication on our side not being the best.

The issues with stock availability and subsequent delays were caused by unexpected supplier issues, and we regret that our website didn’t reflect real-time availability. This is something we are actively working to improve to avoid similar situations in the future. However, as we do not stock everything and the stock levels are with our supplier, it is difficult for us to reflect the stock levels on our website. So instead, when this issue does arise we contact our customers immediately (which we did with you) and let them know with some options on how to proceed. I appreciate this was not ideal, but we did let you know as soon as possible so you could make a decision on how you would like to proceed.

Sadly the delay was due to the supplier not sending the item on time as their delivery vans have been full due to the festive period and they did not communicate with us. We did offer to send the vinyl on an AM service for you to try and make this right for the day your fitter arrived on, but we appreciate this was not suitable. I can only apologise for this and would like to reassure you, this is not the usual way we do business and I am very sorry for your experience.

As you can see, we are a company that has been trading for over 32 years and are not a 'red flag' company. On our review portal with 'Reviews - io' we are rated 4.8 stars. I can also confirm your money has now been refunded in full for your order.

We appreciate your patience and sincerely apologise again for the inconvenience. We hope to have the opportunity to serve you better in the future.

Best wishes Rachel,

The team at Remland

Respuesta de Remland Carpets & Flooring

18 dic 2024

Hello Mark,

Thank you so much for your kind review! We’re truly sorry that the initial delivery had damaged boards, but we’re glad we could resolve the issue quickly and to your satisfaction. Providing excellent customer service is a top priority for us, and it’s wonderful to hear that you were pleased with how we handled your replacement.

We appreciate your understanding and your trust in us and we hope you enjoy your new laminate flooring. If there's anything else you need, please don't hesitate to reach out.

Best regards,

The Team at Remland

Respuesta de Remland Carpets & Flooring

6 nov 2024

Hello Tom,

Thank you so much for your wonderful feedback! We're thrilled to hear that you're pleased with your new carpet and that the Hollywood fit has made such a positive impact on your home, that is the perfect touch! Our fitters work hard to ensure every detail is just right and it’s great to know they have impressed with their craftsmanship, even with a curious cat and dog in the mix! 😊

We’ll pass along your kind words to our team; they’ll be so pleased to hear how much you appreciate their hard work. Thank you again for choosing Remland and for recommending us. Enjoy your transformed home!

Best Wishes,
The Remland Team

Respuesta de Remland Carpets & Flooring

6 nov 2024

Hello Caroline,

Thank you for your kind words and for being a loyal Remland customer! We’re so glad to hear that our customer service team has continued to make a positive impact and that their suggestions and samples have been helpful in finding the perfect fit for your space.

It’s always a pleasure to assist and it’s fantastic to know that the conversation left you with plenty of new ideas to consider. Your recommendation means a lot to us, thank you again for sharing your experience!

Warm Regards,
The Remland Team

Respuesta de Remland Carpets & Flooring

7 jun 2024

Hello Susan,

Thank you so much for your wonderful review! We're thrilled to hear that our customer service exceeded your expectations and that you found the ordering process smooth and informative. It's fantastic to know that our team's product knowledge and commitment to clear communication made a positive impact on your experience. We appreciate your high recommendation and look forward to serving you again in the future!

Best regards,
The Remland Carpets Team

Respuesta de Remland Carpets & Flooring

7 jun 2024

Hello,

Thank you for sharing your positive experience with us! We're delighted to hear that our team, especially Sophie and Marie-Louise, could assist you so effectively. It's great to know that you found our website convenient and that our prompt responses and swift handling of your order met your needs. We're pleased that the delivery went smoothly as well. Your kind words are much appreciated, and we look forward to serving you again in the future!

Warm regards,
The Remland Carpets Team