I also have a problem with Floors2Go.
My wife and I visited the store in Swansea and browsed the real wood flooring. When we were approached by a salesman, we asked a number of questions about the product we were interested in, 2 in particular.
1. were there likely to be any large knots, Answer "no, this is grade AB flooring"
2. Having seen other flooring on which wood filler had been used, we asked for confirmation that the product would not have any filler used on it. Answer "absolutely not on this grade of floor".
Grades are as follows.
AB is also known as Prime. This is the highest of grading and is cut from the centre of the log, is highly uniform, has very few knots, if there are knots they tend to be small and unobtrusive. Sap content is very low in each plank and colour variation is very minimal.
ABC is also known as Select Grade. Contains knots that sometimes can be as big as 20mm in size, has a higher sap content and does have slight colour variation, is slightly less uniform than Prime/AB flooring.
ABCD is also known as Natural Grade. This can be sometimes referred to as the run of the mill flooring. It can have knots up to the size of 30mm roughly, does have colour variations and sap content is higher. Some manufacturers of this grading of flooring use a filler on some planks due to them having holes which are natural.
Rustic Grade or Country Style. This flooring has more of colour variations, sap content is again higher then the other gradings of floors and the knots are also bigger in size. Has natural occurring holes like Natural Grading/ABCD flooring which are again sometimes filled by the manufacturer for a nice smooth.
We bought and paid for 24 boxes at a cost of £1600, and took a few boxes home with us.
Upon opening, we found that on the honey coloured oak flooring, approximately 15% of the boards had very dark brown (almost black) filler in areas as big as 11cm across, totally unacceptable.
We returned the packs to the store and requested a refund as the goods were "not as described" and were told "That is not going to happen".
Since then, I have written to the head office (by registered post) and sent an email. No reply received to either.
Store manager offered to open every box and replace all the filled boards with boards from other boxes. We decided to allow him to try.
After 3 weeks, went to the store and took home 6 boxes to examine. Result, fewer filled boards, but lots more with huge knots. Not what Grade AB is described as. The flooring is closer to Rustic Grade than anything else.
Paid for goods with credit card, so got them involved.
Six weeks later and the company has not replied to any of the letters sent by myself or the credit card company. I am now informed by CC company that as they have received no reply, I have to go to the expense of having the goods examined by an independant "expert". Where on earth do you find one of those? I now have to go and pick up the entire consignment and store it until I can find someone.
VERY VERY frustrating and the poorest customer service I have ever encountered.