Customers

Customer FAQs

Is The Floor Room Limited continuing to trade?

Following the Joint Administrators’ appointment on 9 August 2024, The Floor Room Limited will no longer continue to trade. On appointment, the Joint Administrators immediately closed all stores / concessions. 

I placed an order before 9 August 2024 that hasn’t been fulfilled - would this still be fulfilled?
As a result of the Administration we are unfortunately unable to fulfil orders that have been placed.
Refer to the below FAQ for refunds.

I placed an order after 9 August 2024 that hasn’t been fulfilled - would this still be fulfilled?
The Floor Room Limited stopped taking payment for orders until the day of fitting prior to the Joint Administrators’ appointment. As a result of the Administration, we are unfortunately unable to process any outstanding orders.

I have paid a deposit/full amount, will I receive a refund if my order has been placed within a closed store? 
As a result of the Administration we are unfortunately unable to provide you with any refund.

In the first instance, we recommend that all customers check their purchase protection arrangements associated with their debit / credit card/finance arrangement (or similar payment method) to understand whether a refund is available through another source.

I purchased my flooring in a John Lewis branch - can I get a refund from them?

In the event that you are unable to secure any refund via your original method of payment and you purchased your flooring via concessions in John Lewis’ stores, John Lewis has agreed to provide a refund, providing that certain conditions are met.

Please note that customers who made their purchases at the TFR store on Tottenham Court Road are unfortunately not able to claim a refund from John Lewis.

Eligible customers must first seek to obtain a refund via their original method of payment (e.g. your credit card provider), and only absent a successful claim, should customers seek to claim a refund from John Lewis instead.

John Lewis will need to see the following evidence before being able to progress a claim:

• A copy of the letter you received from PwC setting out how to make a claim (dated 14 August 2024)
• A proof of purchase from The Floor Room
• A proof of payment to The Floor Room
• A proof of a customer’s claim being rejected by their debit/credit card/finance company (if applicable)
• Proof that customers have submitted a formal proof of debt form to PwC in order to register their position as an unsecured creditor. Please note, the proof of debt form can be found here. Customers can demonstrate that they have submitted the form by noting in the subject line of the email submitting the form "TFR Proof of Debt Submission", and then presenting the acknowledgement response email as proof.

To make a claim, or to discuss your ability to do so, you can contact John Lewis on 0345 604 9049, with lines open between 09.00-17.00, Monday to Friday. Please note that their team may be unable to help if the above avenues have not already been fully explored and that John Lewis may also need to carry out some additional checks before finalising your claim.

In the event that you are unable to secure any refund via your original method of payment, or via John Lewis, you will be an unsecured creditor in the Administration estate of The Floor Room Limited. At present, we do not know whether there will be any funds available in the administration to pay a dividend to customers who are owed money, but if there is, you will not receive the full amount owed to you.
Once we have more information on dividend prospects, we will update the FAQs on our website www.pwc.co.uk/thefloorroom and if we think there will be funds available to pay a dividend to unsecured creditors in due course, we will write to you to tell you to make a claim.  You do not need to take any action at this stage.

Will my upcoming fitting/home visit appointment still take place?

We are unfortunately unable to fulfil orders that have been placed and therefore these appointments will no longer take place.

Who should I contact to resolve an issue with the fitting of my order?

Unfortunately we are unable to resolve any problems with fittings for orders  that have been placed.

Will my ongoing customer complaint with The Floor Room Limited be resolved? 

As a result of the Administration and as your complaint relates to a period prior to the Joint Administrators’ appointment on 9 August 2024 , we are unfortunately unable to resolve any ongoing customer complaints. 

Can I still use my gift card?

No, because trading has ended at stores that have closed and The Floor Room gift cards will not be accepted.

We recommend contacting whoever issued them and discuss your options.

You will be a creditor of The Floor Room Limited and to submit a claim you should contact  uk_thefloorroom_creditors@pwc.com providing your full name and corresponding address, and one of the team will arrange to send you the relevant information via letter in order to submit your unsecured claim.

I bought from The Floor Room, are my product guarantees still valid?

As a result of the Administration, we’re unable to honour any guarantees, therefore, they will be null and void.