Customer Care Centre
Your satisfaction matters to us, we’re committed to resolving every concern quickly, fairly, and professionally.
At Floorworld, customer satisfaction is at the heart of everything we do. We take pride in offering premium products, expert installation, and reliable service, and we’re equally committed to resolving any concerns with transparency and care. Our Customer Service & Complaints page is here to guide you through how to raise a complaint or share feedback, ensuring your issue is handled quickly, fairly, and professionally.
Whether your concern relates to product quality, installation, delivery, or after-sales support, our dedicated team is ready to listen, investigate, and provide the best possible solution. Every complaint is treated seriously and reviewed thoroughly to guarantee a swift resolution. At Floorworld, we see feedback not as a problem, but as an opportunity to improve, strengthening our service and your confidence in us.
How to Submit a Complaint:
If you experience any issue with your product, installation, delivery, or after-sales service, we encourage you to get in touch with us immediately.
You can submit your complaint in any of the following ways:
- Email: Send a detailed description of your issue to customerservice@floorworld.com, along with your order number, contact details, and any supporting photos or documents.
- Phone: Call our Customer Service Hotline on 800 FLOOR (356 667), (04) 889 5661 during working hours.
- In Person: Visit your nearest Floorworld showroom in Dubai, Abu Dhabi, Sharjah, Ras Al Khaimah, or Oman, and speak directly to one of our customer service representatives.
Once received, your complaint will be logged, acknowledged, and assigned to the appropriate department for review.
What Happens Next?
After submitting your complaint, our team will:
- Acknowledge your complaint within 24 hours, confirming that it has been received and logged in our system.
- Investigate the issue thoroughly, coordinating with our product, installation, or logistics teams to understand the cause.
- Contact you with an update once the investigation is complete, typically within 2–3 working days.
- Provide a clear resolution plan, which may include repair, replacement, reinstallation, or an alternative solution, depending on the situation.
Our aim is to keep you informed throughout the process, with full transparency and no unnecessary delays.
Types of Issues We Handle:
Our complaints and customer service team can assist with a wide range of concerns, including:
- Product quality or manufacturing defects
- Installation or workmanship issues
- Delivery or logistics delays
- Missing or incorrect items
- Warranty or after-sales support queries
- Billing or quotation discrepancies
No matter the concern, we approach each case with professionalism and care to ensure a fair resolution for every customer.
Our Resolution Standards:
To help us resolve your complaint as quickly as possible, please ensure that you:
- Include your order number or invoice reference in your message
- Provide clear photos or videos showing the issue (if applicable)
- Confirm your contact details and preferred communication method
- Make sure the installation or inspection area is accessible if a site visit is required
This helps our team process your case efficiently and ensures that we can offer the right solution without delays.
Types of Spaces & Flooring We Cover
We offer professional installation across a wide range of floor types and settings:
- Residential homes (living rooms, bedrooms, kitchens, bathrooms)
- Commercial offices, retail outlets, and hospitality spaces
- High-traffic areas and bespoke patterns (e.g., herringbone, chevron, feature zones)
- Outdoor spaces, gardens, balconies, and outdoor decks
We professionally install all flooring types, including:
Engineered Wood, Laminate, Vinyl & LVT, SPC, Carpet, Carpet Tiles, Artificial grass, Outdoor decking and Accessories
Escalation Process
If you feel that your concern has not been handled to your satisfaction, you may request that your case be escalated to our Customer Service Manager for further review. We take every escalation seriously and will re-evaluate your complaint in full detail to ensure a fair and balanced outcome. Your trust matters to us, and we will always strive to make things right.
Contact Our Customer Care Team
For assistance, please reach out to us through any of the following channels:
- Email: customerservice@floorworld.com
- Toll free: 800 FLOOR (35667)
- WhatsApp: 052 971 0777
- Phone: 04 889 5661
- In Person: Visit your nearest Floorworld showroom
Our office is open Monday to Saturday, 8:00 AM – 5:00 PM, and we aim to respond to all inquiries within 24 hours.
Contact Customer CareContinuous Improvement
Every customer complaint is an opportunity for us to improve. At Floorworld, we use your feedback to enhance our internal processes, refine our installation standards, and strengthen communication across our teams.
By listening carefully and learning from every experience, we aim to ensure that future customers enjoy an even smoother journey, from selection to installation and beyond.
Looking Ahead
As we move into the future, Floorworld is committed to continual improvement: expanding product innovation, enhancing installation techniques, and elevating the customer experience. We’re excited to support your next project, whether it’s a stylish home upgrade, a commercial fit-out, or a bespoke outdoor space.
Join us on a journey of design, quality and flooring excellence.
