Jacksons Flooring Design Napier

"Good up front service and product but any problems afterwards don't count on them getting sorted. Both my sister & my son can atest to this. 2 different people did came to look at the problem earlier this year for our son but the issue didn’t get fixed and no communication since then apart from a phone call to my wife in May to say she would be called. Our first contact about the problem was in the later part of 2020. I have sent several emails lately which have been ignored as were 2 in May. I can understand the issues in covid times but The old L.V Martin & Son saying of "It's the putting right that counts" is so true. Our son has now moved to another house and is buying carpet from a competitor. My sister has done the same."

"Fantastic product range, knowledge and service from Ian, Jen and the team. Our preferred supplier of all flooring for our clients properties. Highly recommended. Catherine Buchanan, Quinovic Napier"

"Jacksons have done a great job of both removing existing flooring and installing new flooring in our house, they were efficient and easy to deal with. Highly recommended."

"An awful experience and very, very shabby service. An order was placed and documented in-store for two 3M lengths of vinyl flooring. Instructions were given by Jacksons Flooring to collect the following morning as Jacksons Flooring do not do delivery. Just prior to mid-day the following morning the item had not been prepared for collection, while the assistant, Ian, was sitting having a cup of tea. The assistant, Ian, proceeded with un-rolling the chosen vinyl and then informed me that he was not going to cut it into two lengths as it was difficult to match up the tiled pattern. I informed Ian that I had placed and paid for an order of two 3M lengths, that the order had been accepted and approved as 'doable' and that this what I had come to collect. The assistant Ian had a problem with this that I did not understand and rather than wait around for Ian to sort something out I informed him I would call back for the two lengths in the afternoon. The item was collected about an hour later. When the two pieces were un-rolled at home one piece was 3.3 M long and the other piece was under 2.9. I called Ian and informed him of this, he became argumentative, obstructive and hostile immediately and disagreed that a piece 2.9M long was not a problem when the room measurement was 3M long... and that, "...anyway - you asked me to cut it". As Ian was not offering any solution to the problem at all the item was returned to the store and a full refund was requested. At the Store Ian was again extremely argumentative and extremely reluctant to accept the return stating that the goods had now been devalued because they had been cut to length. I reminded Ian that it was he who had cut the item incorrectly. His response to this was, yet again, that I had asked him to cut it. A baffling piece of thinking. He then offered to sell me an extra piece to tack on the end of the under-measured piece. This offer was declined. Ian eventually offered to supply free of charge an extra piece to tack on the end of the under measured piece. This offer was also declined. A full 3M replacement would be acceptable. Ian would not consider this option. Ian was reminded that the order was clearly documented and paid for for two 3M pieces which he had failed to supply correctly and that because of this and his obstructive, argumentative manner he had lost all faith and goodwill and the product was being returned on that basis. That little pieces tacked on the end was not what was ordered or paid for and entirely unacceptable. Apparently Jackson Flooring are un-able to process an EFTPOS return and I now have to wait for their accountants to process a refund, a process that usually takes 3 to 5 working days. All up, a very shabby level of customer service indeed. I will not be back, and I will not recommend this store."

"We have just had most of the flooring in our house replaced by the team at Jacksons Flooring Design. The entire team were fantastic to deal with and were very accomodating for the changes we made on the way (sorry Ian...!). The price was competitive and their focus was always on using quality products. Our new flooring looks and feels amazing. Would highly recommend these guys!"