The Online Flooring Store Difference
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/ Published in Benefits

The Online Flooring Store Difference

We are proud to offer Australia’s most expansive range of flooring. From Australian brands to international brands — to exclusive brands you will not find elsewhere — we carry every option you could hope for at incredibly competitive prices.

We are not here to simply sell you a product and send you on your way. We take every chance to help you along your journey to new flooring, ensuring you end up with a product that fits your needs, your budget, and your space perfectly.

Our Humble Beginnings

The Online Flooring Store first came to Dean as an idea around February 2017 when he was working in retail. After speaking with a rep, he noticed the significant jump in online searches and knew that a shift from brick and mortar companies to online stores was rapidly occurring.

With a philosophy centred around customer satisfaction, Dean wanted to appeal to what people were wanting — the option to search for new flooring without ever having to leave the comfort of their own home.

Upon noticing a gap in the flooring market that called for more online retailers, Dean began researching and strategising exactly how to get started. After over a year of trial and errors to get things just right, The Online Flooring Store was officially launched in September 2018.

Although a significant majority of The Online Flooring Store focuses on the online aspects — emails, live chats — customer service will always remain our primary focus. For customers that do wish to visit a retail showroom, we offer this option as well at our store in Tweed Heads South (on the border of Queensland and New South Wales).

Whether you are face to face with us in our store location or speaking to us via live chat or a phone call, we prioritise each one of our customers.

Though our position in the online flooring market is already solidified, we continue to evolve to match the needs of the customers and changes in the industry. Our aim is to be #1 in the online flooring industry and to do that, we know we need to make our customers #1.

Product Development and Technology

The flooring industry is constantly changing and evolving and we strive to remain at the forefront of product development and technology.

Consider the advancements made in vinyl flooring since just a decade or so ago. Whereas vinyl used to mean cheaper, plastic-looking floors, high-quality brands now boast such a realistic appearance that it is hard to vinyl tell apart from real timber. Some products even feature technology where you can actually feel the grain and notches as if it were real wood!

These are exactly the types of exciting advancements that we stay up to date on. We are always looking for new supplies and better products to suit our customers and serve them as best as possible. We only carry the absolute best-of-the-best when it comes to products and stand by every brand and every item we offer.

Our Holistic Approach to Sustainability

Environmentally-friendly products, design, and materials are a huge focus in today’s world, including the flooring market.

While many companies express concern regarding sustainability and the environment, they sometimes dismiss more environmentally sound options due to the high cost or amount of research needed to find greener products.

We pride ourselves on offering as many products as possible that are environmentally-sound without compromising appearance, feel, or quality. One of our favourite examples of environmentally-friendly flooring is engineered hardwood. Since engineered hardwood features a layer of real hardwood on top, it offers the exact same appearance of real timber. However, since only a thin layer is required, it uses far less wood than solid timber.

As always, feel free to reach out to us if you would like help navigating which of our products are the most sustainable or planet-friendly. We would be glad to help you sift through the options to determine the flooring that is best for your needs and also the most considerate of the environment.

Friendly, Local, Knowledgeable Service

When you contact The Online Flooring Store, we promise you will never be transferred to a foreign call centre or inexperienced salesmen. Every single time you call, visit us, live chat, or email, you will be met with an experienced, customer-focused Australian representative to address your questions.

Experience Where It Counts

Dean Billett

Each and every Online Flooring Store employee undergoes extensive training and boasts a wealth of flooring knowledge.

Dean, our resident flooring expert, first stepped into the flooring industry at 17 years old during an apprenticeship. Specialising in commercial vinyl, he grew his knowledge as a tradesman for 10 years before starting to work on the sales and retail side of things.

With 28 years in the flooring industry, he possesses a wealth of experience and knowledge, not only when it comes to flooring, but also how to help customers to ensure the best possible buying experience.

He prides himself on viewing customer interactions from a tradesman’s point of view, not as a salesman. His only concern is fitting the right person with the right product. Sales are a natural result of that, but he simply strives to give people genuinely helpful information about flooring.

Holding an FCIA (Flooring Covering Institute of Australia) license and possessing the highest level of certification and a Platinum Trade Card, there is no one more qualified to help you come up with the perfect floor plan, answer installation questions, or explain each of the products we offer.

His passion lies in helping people navigate the sometimes tricky process of choosing new flooring and deciding whether or not to install it themselves.

Raquel Billett

His wife Raquel — the queen of organisation! — is also an essential part of The Online Flooring Store’s team. Together, they run The Online Flooring Store’s retail location.

With her love of interior design and social media savvy, she is likely the person you will be chatting to via email, phone, or live chat. She also gets orders to your door as quickly and trouble-free as possible.

With her bright smile and contagious enthusiasm, she is beloved by customers and considered the heart and soul of The Online Flooring Store.

Customer-Based

From the first time you contact us all the way until your flooring is installed — and after — we are here for you. Our customers are our top priority and we take great care to ensure every aspect of your buying experience is seamless and enjoyable.

We keep our customers up to date on what they need, what we offer, installation information, and answer any questions along the way. We remain involved throughout the entire process, taking great care to stay update on freight, logistics, and delivery times.

Safely delivering heavy, awkward palettes of flooring is not a simple task. We continuously monitor the entire process to ensure a smooth delivery.

Our Core Values

The Online Flooring Store is family owned and operated by Dean and Raquel Billet, a husband-wife duo with decades of combined experience in the flooring industry.

Together, and along with the rest of Online Flooring Store’s knowledgeable team, they operate with the utmost honesty and integrity.

The Online Flooring Store team is customer-oriented, not income-oriented. If something is not right for a customer, the team will not recommend it — even it eliminates a sale. From the moment you get in contact with The Online Flooring Store, you will quickly learn just how experienced, friendly, and genuine our team members are.

Whether you just have a small project to complete or are considering a large-scale commercial job, we treat everyone with the same respect.

Pricing Guarantee

Our experience in the industry and relationship with suppliers gives us increased buying power. This means we can offer products to you at exceptional prices.

Our range of high-quality flooring features the best brands around at the best possible prices.

Customer Education

We strive to empower our customers with the knowledge they need to successfully choose the best flooring for their space, take on DIY installation, or decide on a flooring plan.

One of our big areas of focus is DIY installation and helping customers avoid DIY mistakes. We have seen so many companies allow customers to mistakenly believe a product is acceptible for DIY installation. This puts the customer in danger of damaged products, wasted money, and a great deal of wasted time.

Although we do have some excellent DIY-friendly flooring options, we almost always recommend hiring a professional tradesman. We are happy to help you decide if the flooring you are interested in would be well-suited for DIY installation or not. If we recommend a professional layer, we can easily connect you with over 200 professional layers Australian-wide.

DIY flooring

We also aim to fill our blogs with in-depth articles that answer common questions such as:

We address every possible question you may have regarding our products as well as keep you updated on flooring trends. If you ever notice a topic you would like to see covered, please let us know and we would love to feature it in our next blog!

The Online Flooring Store Commitment

Our mission at The Online Flooring Store is to make the entire process of choosing, buying and receiving your new flooring as seamless as possible. When you purchase flooring through us, you can be assured that you are buying from a business centred around integrity, honesty, and values.

Our skilled, experienced team members have one goal: make the customer’s experience as enjoyable, easy, and seamless as possible. We hope you will let us help you transform your space with flooring that meets your needs and budget.

Our Reputation

We are known for our team of approachable, honest, flooring experts, our exceptional products, and our unmatched customer service.

Although The Online Flooring Store has only been operating for about a year, feedback has been overwhelmingly positive. We appreciate every single one of our amazing customers and are especially grateful for the many 5 star reviews they have left us.

We will continue to strive to earn nothing but positive feedback and high reviews. We happily do whatever it takes to give our customers the best buying experience possible.

Quality Guarantee

Our utmost goal is customer satisfaction. We never want a customer to have a negative experience, but we do know that issues are inevitable. While we have yet to receive negative feedback, we are ready if and when an issue does arise.

If a customer ever receives a box of damaged flooring, is unhappy with the final outcome, or is disappointed for any reason, we will always do our best to quickly and thoughtfully resolve the situation.

We consider ourselves to be fairly easy-going, operating with a high level of integrity and genuine concern for our customer’s satisfaction. Please never hesitate to contact us if you feel we could have done better with something.

Samples

If you are unable to make it to our retail location, you may be wondering if we offer flooring samples. Yes, we do!

Since real timber is a natural product, it often features variations in the grain pattern and subtle differences that can be hard to visualise through a computer screen. We offer samples on all of our timbers to make sure the product you are intrested in is exactly what you expected.

Connected to Local Industry Experts

We are constantly working to stay current with any changes or updates within the flooring industry. One of the biggest ways we do this is through our relationships with tradesmen, installers, and suppliers. Our connections to leading industry insiders enables us to give knowledgeable, up-to-date recommendations when it comes to flooring.

It also allows us to get a heads up on how products are performing in the real world. We ask installers important questions such as:

  • What do customers think of this flooring?
  • Has this flooring shown any issues?
  • How is the installation process going? Has this particular flooring presented any problems during the installation process?
  • What kind of technology does this flooring utilise to prevent problems, deal with moisture, etc.
  • Is this type of flooring showing any signs of wear before it should?
  • What are the upcoming products in the flooring market?
  • What are the latest flooring trends?

Through our insider connections, we keep our pulse on the industry, how products are performing, and learn valuable insights about how customers are feeling about a certain type of flooring. Our commitment to continual industry monitoring gives us an edge over companies that lack in-depth, current knowledge of the flooring market.

We know how a product is performing and make sure it is tried and tested before it is ever offered by The Online Flooring Store. Only a select few products meet our strict standards for quality and performance.

For example, we have learned through our industry connections that 5ml hybrids are starting to show early signs of wear and experiencing problems. The click and lock systems are not strong or thick enough to hold the weight of furniture and are deteriorating under the pressure.

For this reason, we only offer hybrid flooring with a 6.5 to 7ml minimum to ensure protection against early wear or problems.

Our Vision

While we visualise becoming the top leader in the Australian flooring industry, we have no intention of being the fastest-growing online flooring retailer if it means sacrificing customer satisfaction. Selling our customers products that are not good fits for their needs just to make a sale is not within our core values.

You will never be met with a pushy salesman who does not have your best interests in mind. Or a salesman that lacks true flooring knowledge. Instead, you can always expect to be met with respect, honesty, and friendliness from an experienced, highly trained Australian representative.

We are committed to consistent improvement and one of the biggest ways we do this is by focusing heavily on the correct training, support, and education of our team members.

Our goal is to be the best Australian flooring store. But to be #1, we know we have to first make our customers #1, and that is what we are always striving to do.

More Than Flooring

We may be the Online Flooring Store, but we are experts in other areas as well! Since we know transforming a space takes more than flooring, we will soon offer a wide range of high-quality blinds as well.

Beyond flooring and blinds, we are excited to announce that we are working on offering even more products in the near future to help you totally transform your space. We aim to be your one-stop-shop for updating your home or business.

We’ll give you a sneak peek at one of our upcoming projects — we hope to soon launch a line of luxurious, quality-made rugs at competitive prices.

Rugs and blinds

Repeat Business

Referrals are our commodity. The immense amount of repeat business and positive feedback we have received over the last year confirms that we are headed in the right direction.

We intend to continue to offer only the best products at the best prices from the best representatives. We will continue all of the behind the scenes work that goes into quick turnaround, fast and safe delivery, competitive pricing, and the highest quality products around.

Even if it ends up being more work on our end, we will always do what it takes to keep the buying process as seamless as possible and the cost down for our customers.

Here For You Every Step of The Way

Considering flooring is something you will have to live with for years — or maybe even a lifetime — choosing the right fit for your needs is a huge decision. Flooring serves as the very foundation of your home or business and can set the entire tone of how a space feels.

If this sounds daunting to you, we are here to help!

As Australia’s online flooring experts, The Online Flooring Store is known for our superior product knowledge and expertise in every aspect of the flooring industry.

How much foot traffic will this area see? Do you have kids or pets? What kind of lighting is in this room? Are there moisture concerns? Which colours and styles will best complement your existing décor? These are just a few of the questions or experienced experts will ask to ensure you end up with an outcome you love.

Once you choose the type of flooring that best matches your needs, it is time to check out our expansive range of products. From vinyl to hybrid to timber to engineered timber to laminate, we have you covered! We sell only the highest quality brands and products in a seemingly endless range of colour and finish options.

After choosing your perfect floor, it is time to decide on installation. Should I install my floors by myself? Is this flooring DIY-friendly? How hard is it to install flooring on my own? How do I install click and lock flooring? We hear these questions every day and can help you decide if DIY installation is a good fit for the flooring you chose and your space.

Although we tend to only recommend professional installers, some of our products are suitable for customers to install themselves. We will only recommend DIY installation if it is a good match. Otherwise, we can easily connect you to over 200 professional layers throughout Australia.