More For Your Floor Reviews 

Reply from More For Your Floor

Jan 2, 2020

Hi Adam

Thank you for your order, for taking the time to leave this review and for mentioning that you have purchased from us many times previously without issue.

I do apologise for any issues that have occurred. I have just messaged you through Trustpilot's messaging system asking for some order details, once I have these I will get this looked into right away for you.

Our on-time rate is above 99% across all dispatched orders so I do apologise that the service on your latest order has not been up to our normal high standards. We are the largest UK seller of flooring on eBay and the last thing we want to do is lose a regular customer, so I will certainly escalate this once I have your details.

I do hope to hear back from you very shortly and and once again I do apologise for issue on your latest order.

Kind Regards
James
More For Your Floor UK

Reply from More For Your Floor

Oct 23, 2019

-Update -

Hello Alison

Thank you for updating your review.

To confirm, I personally checked your refunds this morning following your review, both refunds were showing as successful in our system and were confirmed by our gateway provider, I can assure you this is the case.

To follow on from this I have emailed you confirmation of these refunds from our gateway provider. Both refunds were successfully completed which the documents I have sent show. I advise you to double check your statements for the card used and to contact your bank if these were not received, as everything from our end is above board and confirmed as successful.

- Initial Response -

Hello Alison

Thank you for the follow up review.

I do apologise for the delays that occurred on your order. At More For Your Floor UK our on time delivery rate is over 99% across all orders, so I do apologise you experienced undoubted issues and delays on your order, this was not up to standard.

From checking your order I can see that the initial delay was due to the billing address of your card not matching the billing address supplied by yourself, this unfortunately flagged your order as high risk by our card acquirer's fraud screening checks. Upon request you promptly responded with confirmation of your address so we could dispatch your order.

It is then clear that you did experience delays and issues after this, we do unreservedly apologise for the delays and we take full responsibility for this, we recognise the delivery of flooring is critical for our customers as this often has knock-on effects. During the correspondence with you by email a good will gesture refund was agreed with yourself and this was then processed by our accounts team, a further refund was processed for your missing doorbars.

You followed up with us on August 2nd asking why the refund was not processed, we checked and confirmed that the refunds had indeed taken place and having just checked this myself I can see that the refunds were processed at the dates and times below:

Good will gesture refund: 01/07/2019 18:14:00.450

Refund for missing doorbars: 05/07/2019 15:34:07.707

Please note all card refunds are processed back on the same card that was used for the original purchase, so I would expect to see the above refunds hitting your card approximately 3 to 5 working days after the above dates.

Thank you again for your business and your review, I do apologise that the service you received was not up to our usual high standards.

Kind Regards
James
More For Your Floor UK
The UK's Biggest Flooring Seller on eBay

Reply from More For Your Floor

Aug 28, 2019

Hi Neil

Thanks for the information you provided on your first review, I do apologise that your order is not out for delivery today.

We do have a 99% on-time delivery rate across all dispatched orders. Although this is a good rating we do fully appreciate the inconvenience any late or incorrect delivery will cause any customer, for this reason we do always do what we can for these customers.

I can see you ordered on Saturday over the bank holiday weekend, we contacted you on Monday to inform you that unfortunately we have insufficient stock of the carpet you had ordered and I understand you then switched to a different carpet.

As this is not out for delivery today as expected I have now escalated this to our customer services manger to investigate and get back to you on as we hate to see any customer leaving having had a poor experience, we hate to let anyone down.

What I will say is that we at More For Your Floor UK are the biggest sellers of flooring on eBay and we have been doing this for over 10 years. We have a positive feedback rating of 99.4% based on over 215,000 customer feedback submissions. So whilst I fully accept you have been let down with your delivery today, I hope this shows that this is a very rare occurrence.

Thank you again for your order, review and for providing your order information to me. Our customer services manager should be in touch with you once they've completed their investigations.

Kind Regards
James
More For Your Floor UK