FloorHouse Aartselaar

We purchased the floor less than five years ago, and had it professionally installed by our own contractor. From the beginning, one of the planks appeared faulty — it had a noticeably different and faded color compared to the rest. At the time, we didn’t give it much attention, but recently, the upper layer of that plank detached completely and popped off. When we contacted FloorHouse and provided all the relevant information, including detailed photos, we were informed that their manufacturer—based solely on those photos—had determined the damage was due to improper use, and therefore not covered by the warranty. According to FloorHouse’s own terms and conditions, the manufacturer offers a warranty of at least 7 years, depending on the product. We are well within that timeframe. However, it appears that in practice, any claim is dismissed with the assumption that the customer misused the product. An additional concern relates to FloorHouse’s customer support. They have been unwilling to address direct questions and have responded dismissively, showing irritation rather than offering assistance. We find this unacceptable and will be filing an official complaint.