LAB21 Reviews 3,423

Nick, at the location in Oostzaan, was attentive, knowledgable, and professional.

Harold was extremely helpful and friendly and gave us good advice. He showed real interest and thought together with us about the best options.

Additional costs throughout the project. Whilst explicitly discussed in the showroom.
But the real issues with Lab 21 is that they are nothing more than a wholesale company. After you signed the project they connect you with their subcontractors and all luck to you.
No support form Lab 21 if these subcontractor do not show up of if issues arise with the work done. Either Lab 21 was unable to reach their own subcontractors, which I could, or they would bluntly tell me to sort it out with their subcontractor.
For one floor I have had over 10 appointment so far and we are still not done. Where it would take 2 days in total.
Raising the matter with Lab 21 did not result in anything. All I got was an email that all issues were resolved after I made another appointment with their subcontractor to resolve the issues arising from his work.
And now the baseboard is coming of the wall again.

Raising another complain with Lab 21, probably to only get a response I should make an appointment with THEIR subcontractor to resolve the matter and after that has been done Lab 21 is happy everything is resolved and the matter considered closed.

If you are happy to purchase a floor and do all coordination with Lab 21s subcontractors and resolve any arising issues yourself please do so. otherwise, I would advise to go directly to a wholesale company and find some subcontractors yourself. Probably saves you significant money and for sure it will benefit the end result.

Update:
After the swift respons from Lab21 I did expect Lab21 to contact me. After a week I called them myself. A friendly employee informed me they would follow up and I could expect someone to reach out to me. But did has not happened. After a week had passed I send them an email (early this week) but still nothing.
Lab21, it seems you are quick to respond to reviews, could you please reach out so we can resolve this matter asap?

I highly recommend to walk away to save your nerves and money.

Need a lawyer to get my money back. Sitting with thousands of euros at the moment in costs.

Pay attention: too low square meters were added in the offer, even less than stated by me and no cutting loss (other companies add it in their offer), making it look more affordable. The bill went up by one third!

First appointment to measure the floor was a no show, no replies to questions, they charge you if you have to change the order after the measurements were taken. They estimate too little to look cheap & you pay for it. Clever business.

Han has been very helpful as usual.

So bad in planning and in customer service

Don't go there. They are unreliable. Apparently, and I heard this from employees, the company is owned by a Chinese owner. Quality and customer support is not a priority. High volume sales, limiting company damage and trying to avoid customer issues by offering low compensation under pressure is their core strategy. I've bought a floor, the quality is horrible. It has been confirmed by two experts, both selected by Lab 21. I'm asking for a new decent floor. They are just ignoring the situation and delaying. It has been more than two months now. They continue finding stupid arguments and offer unreasonably low compensation amounts and alternatives just to get rid of the issue. Please protect yourself, don't go there. They are unreliable and shameless. Fun fact, customer support services do respond within 24 hours if you write a review. Especially if it reveals how bad they are.

Response (July 7, 2025) I'm not sure which solution you are referring to. Your colleagues only took the effort to leave a message on my voicemail that they are still looking for a solution. However, nothing has been agreed or communicated yet. It's a vague story about all the things he is trying to do. Also, I was promised to be called back. Never received a phone call anymore. The real fact is, after 2.5 months, there is still nothing done about the situation. Nothing has been agreed. I think your (deliberately) incorrect responses here are a real reflection of your reliability and transparency. I'm happy to send any emails, but unfortunately, I've been doing that for the last 3 months and besides high-level vague promises, nothing happens. I repeat myself, after 2.5 months, nothing has happened yet!!!!

Just another update on Aug 17, nothing has been fixed yet. My house is a mess, I still don’t have a decent floor and there is no plan yet to get this done. Please trust me, don’t go to Lab 21. Unprofessional liars! The only thing they can do timely is collecting money!

Excellent service! Very happy with all the service provided and all questions answered!

Unfortunately, I can advise everyone against buying a floor from LAB21. In January, I visited their showroom in Groningen and ordered a beautiful light PVC floor. For the asking price, 79.95 p/m, you expect a certain quality, not only of the product but also regarding the service.

Some of the packages were delivered damaged, the subsequent delivery was very sloppy: the delivery was not announced and after a weekend away, I arrived at my construction home on Sunday afternoon to find watered-down packages of PVC on the sidewalk that had been lying there since Friday afternoon, unprotected, in the middle of the city center. The subsequent delivery was also insufficient and there was another two weeks delay in being able to lay the floor. In addition, it was noticeable that the boxes of the delivered floor had a different name than the name that LAB 21 uses. After some googling, I found out that exactly the same floor can be obtained for 50 / 55 euros / 60 p/m from three or four other companies. Quite a price difference, especially for a purchase of more than 30 square meters. LAB 21 promises a lowest price guarantee, but if they give their products a different name and charge twice as much for them, well, then that product cannot be found anywhere else. of course.

During the installation of my expensive PVC floor, the planks on the end grain were damaged very quickly, the wood print came up slightly, you suddenly saw a kind of hill at the seam. This actually happened immediately when you connected the plank to the plank that was already there, there was no question of 'hard mounting' at all. I immediately reported this. In principle, this was quickly forwarded to the supplier by LAB21's customer service, only the supplier is hiding behind the feedback: 'installation error by customer', which is absolutely not the case. I am still waiting for an inspection visit from the manufacturer, but well, what are the options? I have obtained legal advice and one way out of this would be a new floor. But then I have to empty my entire house, dismantle the floor and re-lay it, including skirting boards and everything. The hassle that would come with this..

In short, I paid a lot of money for what I thought would be a premium PVC floor, but now I am in a situation where I cannot trust the quality of the floor. How long will the wood prints stay on it? Is the floor waterproof in this way? But above all, it is unsightly, and not what you would expect from a floor for this price, 79.99 p/m. There is actually no solution at this point that will not cost me even more money and effort. Because temporarily emptying my house again, removing furniture, moving... who can just do that?

Again, save yourself a lot of effort and stress, do not buy a floor from LAB21!

Miriam gave us complete attention and time. Her advice was also super helpful.

Helder en flexibel in aanpak en levering!

I am writting again this review - considering you just recieve a post here to show that you reply but you never actually reply to emails or call to resolve the issue. It has been since January with no response and the parquet bought is of the poorest quality i have ever encountered. It has holes, it is cracking and I don't even have furnitures yet at home. This is such an awful experience and the account manager totally ignores all the emails. I bought the parquet in Zuid, Amsterdam.

What do you expect me to do with this parquet which I purchased for 100euro per sqm? Please come with solutions - this is a new apartment and rather unpleasant experience to deal with this and Lab 21. You really take no accountability and so far have shown zero integrity.
Do you need people to look for lawyers to take this serious??

DOE GEEN ZAKEN MET LAB21

We went through hell and back!
Op het eerste oog lijkt het een geoliede machine. Maar gedurende het proces komt de inbekwaamheid aan het licht. De communicatie is slecht, de expertise is slecht en de klantvriendelijkheid is om te janken. Ik geef eigenlijk nooit reviews, maar ik wil mensen echt waarschuwen voor dit bedrijf. Ga ajb elders zoeken.

Anna was kind, very clear, knowledgeable and very sympathetic. She advised me well, and was very reactive regarding my questions via mail.
10/10 services

Miriam was just amazing- thinking about customers needs and helping us take the best decision.

I bought my floor in Amsterdam showroom. I had a great experience. First, Bert was very helpful. When the floor was delivered, I missed one ordered article (which can of course happen to everyone). Lab21 treated it professionally. They immediately sent it to me based on the agreed date without any troubles. After laying down the floor, I found out I would need more plints. I contacted Richard & Bert. Normal waiting time is 2 weeks, but thanks to their amazing customer support, I had it in Amsterdam within 3 days ready for pickup. Therefore, my floor can be finished quickly. In general, the floor looks amazing and quality is also good. Lab21 is very professional company with focus on the customers. I recommend to everyone.

They don't give you proper information about the installation. You only discover things after you pay a deposit of 15%. In my case, they didn't inform me that they can only do the installation after an inspection appointment in which the floor has to be removed. And the installation is only done 2 weeks after such inspection. That meant that I would have to live in an apartment with no floor for two weeks. I have asked several times for reasoning behind it, given the other companies don't need the old floor removed for the inspection and their answer was just "if it doesn't work for you, we cancel the installation, and you do it yourself". I thought it was really unprofessional of them. I do not recommend this company to anyone who would like to have stress-free installation services.

Nicely explained everything and also gave valuable information and appropriate answers to all our questions. We felt very comfortable talking with Bert.