Meara Tqi
map-marker Stoughton, Massachusetts

Notice of cancellation # NE18015

National Floors Direct - Notice of cancellation # NE18015
Waiting on reply on Notice of cancellation #NE18015
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Reason of review:
Pricing issue
Shaina h Xxv
map-marker New York, New York

No show and lies

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We had an appointment for an estimate between 7-9pm. My husband received a call and just missed it. They left no message. He tried getting a hold of someone. Meanwhile i raced home but my sister was at the house waiting incase they came. No one showed up or called back. We kept calling and the customer service was horrible and said they could not tell me anything or contact the guy and I would have to wait until regular business hours. Finally around 8pm my husband gets a call saying they are done for the night and that the guy was at our house between 7 & 730 and called several times. We had 1 missed call and I was here by 7:15 and my sister was here at 7. They lied and I won't give them a second chance to earn our business. On top of that they are rude.
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Reason of review:
Poor customer service

Preferred solution: I will take my business elsewhere

Anonymous
map-marker Nantucket, Massachusetts

Worse Service Experience of my Life

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Garbage company. They violated the contract by not following their own 72 hour rescheduling policy and tried to charge me outrageous fees for restocking after having to cancel, then doubled down when I fought back. They're all Liars and Cheaters, from the sleazy salesmen to the losers in customer service, specifically and especially Cliff. I got a lawyer involved and filed a demand - NFD cowered immediately and gave my deposit back. DO NOT DO BUSINESS WITH NATIONAL FLOORS DIRECT.
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1 comment
Guest

Please tell us what demand you filed. I haven’t been able to cancel or even get a copy of my contract.

John O Xwg

Don’t do business with National Floors Direct

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They didn’t come when they said they would. Then they didn’t want to remove the old floor that I paid extra for. When they left they stole over a hundred dollars of my tools!
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Loss:
$125
Cons:
  • High pressure sales tactics
  • Disconnect between departments
  • Sales rep lied to us
Reason of review:
They stole my tools

Preferred solution: Return my tools or pay for them.

Stacey C Ppu
map-marker Avon, Massachusetts

WORST COMPANY EVER!!!!!

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Ever since I started with this company, there has been issues. First off, they canceled my first appointment for installation and rescheduled.

The first portion of my order was completed, but there were three mistakes. A sharp item was left under the new carpet in my baby's room, there was a slice in the new carpet and there was an extremely visible seam in a place where there shouldn't be. This company demands payment by cashier's check before the work is even started. This should have been my first red flag.

I contacted the company and several times they told me someone would come out to fix it. I missed several days of week waiting around for a company that never came and barely responded back. Finally, someone came to repair it, but all they did was look at it and take pictures (I had already sent pictures). I was assured this issue would be fixed when they came.

The following week they showed up unannounced and took the item out of my baby's room, but did not fix the other 2 issues. I called again and again. Finally they said someone would come on Saturday May 18. This process started on May 3.

On May 18, my appointment was confirmed for someone to come out between 9 and 12. At 12:30 I contacted the company and they told me that the order was completed. It was not. At 1pm, I called again and was told the truck was in an accident and the truck with my carpet had to be towed and the driver was sent to the hospital, but they would call me back in 10 minutes with a new appointment date.

No one called back. On Monday, May 20, 2019, I called and was told the new replacement carpet was lost. Every time I call, I am being lied to and no one is helping me. I paid $15,000 for the carpet and hardwood floor in my home.

This should not be happening. My carpet should have been fixed as soon as possible. I should have been called back and given a new date. This company is awful.

I would never recommend or ever do business with this company again. I have had other issues with this company for the second part of my order (hardwood flooring) as well. They demanded $900 more when they got to my home stating they needed it for glue or else they would stop the job. They had already ripped up all the carpet and flooring in my downstairs.

They left me no option, but to pay them additional money even though a big part of my job (sub floor) was taken off of my order.

I have also requested an itemized bill which I never received. My next step is legal action.

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Loss:
$900
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Boston, Massachusetts

Don't do it

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After finding out they breached contract ie: not pulling up old floor and covering withnew one had to get attorney for some relief....do not use them in my opinion they are dishonest and thieves.....
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Beth S Mxk
map-marker Avon, Massachusetts

Worst Experience Ever

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I would never do business with them again and will tell anyone and everyone I know to not use them. From other reviews I have NOW read, I am not alone in my experience. Their customer service team including management level employees are rude, unprofessional, disrespectful, not helpful and harass you. I have never had a worse customer service experience in my life and I am in my mid 50’s. Next they have a ploy to swindle you at the 9th hour when you are stuck and have no option but to pay them more money. Upon arriving for install, it was determined within a few minutes that I had to pay extra for moving my furniture and if I didn’t go get a bank check or cash immediately they would have the installers leave my home. My furniture was described as excessive, heavy and old which apparently doesn’t align with their wording of “normal” and “light” written in the contract even though we removed all drawers and had just normal bedroom bureaus in the rooms. No one could explain to me why I was being charged extra other than the installers pictures that were reviewed by some installation manager that I couldn’t talk to. I also wasn’t able to talk to the sales guy who told us the furniture would be fine. I was told its not their fault I didn’t understand the words in the contract. After taking work off with my fiancée and moving 5 rooms of furniture and belongings, we had no choice but to pay the extra so they would do the job on the day planned. Despite 5 different conversations with customer service and the sales support team, my understanding and feedback on the issue was not resolved. I was talked down to, threatened and harassed. Excuses were made. Lies were told. I have never experienced anything like this and at the end, I don’t care if the carpet came out ok and was done in one day as it was not worth what I went through. They should be ashamed of their business practice. I spent thousands of dollars for new carpet and labor and they treated me inhumanely. I just hope no one who is in a worse financial position than I ever ends up over a barrel like I was. And it wasn’t the amount of the extra money they charged me that was the issue, it was how they communicated and behaved.
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Loss:
$150
Pros:
  • Convenience of the in home quote and selection
Cons:
  • Disconnect between departments
  • High pressure sales tactic
  • No help in resolving issue
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Woonsocket, Rhode Island

Don't stand behind their work

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I wish I could give a negative star. I was remodel our kitchen. The sales rep came in. Showed us the samples and we picked what we wanted, I asked him(thought he was a professional and knew what he was taking about) what we should do first, the cabinets or the flooring. He told me the flooring. So we did. Kitchen done. 2 months later, the floor separated. They came back. Told me that the cabinets should have been placed first. They can fix it but will charge me another $300 to fix it. YOUR SALES REP. TOLD ME TO DO IT THAT WAY!! They do not stand by their work. DO NOT GO TO THIS COMPANY!!!! Do it yourself before going to this company... they suck.
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Reason of review:
Bad quality
Anonymous

Absolutely the biggest fraud out there

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National floors direct is the absolute worst company to go through for a rug installation. They are absolutely incompetent with the entire installation of rug.

Starting with before job is even complete they take full payment and tell you to take any issues up with customer service and start a service ticket. Many major errors from the sub contractors starting from the padding which had many spaces which created dips in the rug. All tack plates are coming through the rug and you feel them as you walk across the rug and over thresholds. The rug they sold to us absolutely was not the rug used at sellers appointment.

Was told rug absorbs which IS ABSOLUTELY FALSE, Seam isn’t even sub par, they didn’t stretch rug enough in numerous places so the rug isn’t even attached to sub floor. Called and started our service ticket like we were told even before installation(HA!) had a schedule day with window between 9-12 received phone call at exactly 8:02am and was told we were first on the list window was between 9-12 but they would be there within the hour. Going on 12:10 still no sign of these people called(not first phone call between those hours) and was told they would now be there at 2pm between. Because we were given the window of 9-12 and told they would be right out and we were first on the list we made a vet appointment for 3pm for our sick dog so we told them 2pm would definitely not work and need to reschedule with that being said we were told we would be charge for canceling and to reschedule $150 and that we shouldn’t have scheduled our appointment if we couldn’t sit and wait for them all day long.

The “manager” Tom would not let me speak to any other manager or supervisor and had his co-worker(the one who called to confirm appointment at 8:02am) YELLING in the background about how rude I was. I HIGHLY recommend never ever using national floors direct they do not follow through in any areas of there services. They also told my husband and I if we didn’t complain to the BBB and or on social media then they would try to not charge us for cancelling. This company is absolutely horrendous with their dealings and complete thieves.

GO SOMEWHERE ELSE THIS I PROMISE YOU! SPEND THE EXTRA FEW DOLLARS FOR A REAL JOB WELL DONE

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2 comments
Guest

This company is the worst!! Bunch of scammers and thieves. Horrible experience from the start.

Guest

He is right. This company is a bunch of ripoff artists, once they are on site, with insanely high prices for discovered extra work.

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Silvia P Nzh
map-marker Ashburn, Virginia

Bad service - not what I expected during and after work was done.

Updated by user Aug 22, 2019

Just wanted to send in my comments in conjunction to my last complaint with National Floors Direct. After many attempts by my husband and myself via telephone, we finally had the billing situation straighten out with Synchrony Bank regarding our monthly payments for the flooring done by NFD.

Unfortunately, the condition of my flooring in the living room was not taken care of. After more phone calls with National Floors Direct to have the "bubble" fix in my living room, we just gave up as National Floors Direct wanted us to sign another "Waiver" should something else come up with the flooring it would not be their responsibility. I have had the flooring about 4 months or so, and I already see some defects. This is really disappointing and for the amount it cost not very satisfying.

For anyone choosing National Floors Direct - please make sure you are not given a Sales pinch. Dissatified Customer

Original review Jun 03, 2019
Had our floors done recently and first were told one thing and when installers came to house told something else. Ended up signing a waiver in order for them to complete my flooring in the bathroom. After that, my husband and I have been going back and forth with someone in billing at National Floors Direct and the Bank (Synchrony) to straighten out our monthly payment which is still not settled. On top of this, the living room flooring has a bubble (it is not something big) but it does show and we provided pictures and someone said they would have someone come over. Well, the person came today, 6/3rd and it turns out it was the same installer who installed the flooring. He told my husband that it is the insulation underneath and that my floor is not level (are you kidding me). Then he wanted my husband to sign some paper - not acceptable. If I knew this was going to turn out this way, I would have gone with some other company or even Home Depot or Loews. I expect some kind of action and compensation for all the trouble my husband and I are going through. The sale representative made it sound like everything would go smoothly (what a sales pinch). Silvia Vignola
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Reason of review:
Poor customer service
Anonymous

Not a single person who has seen the video of my floors thinks this was a professional job

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National Floors Direct - Not a single person who has seen the video of my floors thinks this was...
When the salesman arrived I was told a 1/4 inch gap between the floors and wall (or exsisting molding) to account for expansion- I was told 1/4 inch trim would be used to hide said gap- he said it’s tiny and you will barely notice it, they will do lovely bead work and calk any spaces left under existing molding... instead they used a much larger trim, cut areas with gaps much larger than 1/4 inch, they mismatched thresholds and left rough cut edges on the oversized finishing trim. Not to mention I walked in while he was working and found a small hole in my foundations cement floor. Of course he claimed it was already there but it wasn’t.. and it’s my word against his but to make matters worse he was never going to show it to me. I had to see it and confront him. He was ready to put flooring over it and completely hide it without telling me. I’m sick to my stomach about this job, I’m a single parent and disabled on top of it. I don’t have money to be throwing away on *** jobs-
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Reason of review:
Bad quality
JOSEPH E Oqd

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Verified Reviewer
| map-marker Cambridge, Massachusetts

Dont use NFD, such a ripoff!!

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National Floors Direct - Dont use NFD, such a ripoff!!
National Floors Direct - Dont use NFD, such a ripoff!! - Image 2
Had NFD install laminate flooring in our office and stairway landing,I asked how they were going to do around the spindles and was told they take them out and replace them on top of the new flooring.They came at 1pm and left at 1115 pm ,I work 2nd shift and to my surprise the spindles were crooked the handrail was split because the nails to secure the spindles were attached through the top of handrail instead of being attached from underneath.Not to mention that some of the spindles were so crooked and were cut way to short that if there were put back straight the nail holes would be exposed.Customer service basically told me its not there problem.Shouldnt this be left in the condition that it was before the install?
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Reason of review:
Bad quality
Mary J Dhb
map-marker New Haven, Connecticut

Horrible

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National Floors Direct - Horrible
National Floors Direct - Horrible - Image 2
Put carpet on my stairs and did landing. One month later carpet at seams raveling tearing, seams done poorly. Won’t tepair unless I sign a waiver. Waiver says they are doing this as a courtesy and agree that I won’t come back to them again. Carpet hasn’t even been in for 60 days. A poor job and not even a month in and they won’t fix
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Reason of review:
Bad quality
Ashley M Wus

Absolute Nightmare

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We had hardwoods floors installed on Tuesday 2/12/19. We ordered 3 inch wide planks. When the installers arrived they had packages of 3,5 and 7 inch wide planks. I called customer service and as soon as I told them my name the woman who answered the call became combative and aggressive. She wouldn't listen to one word I had to say. She told me that this was the only way this flooring came and that 3 inch wide planks were not available. I tried explaining that I had the order right in front of me and that it clearly states that we ordered 3 inch wide planks. She was horrible to me and wouldn't even acknowledge the order or that a mistake had been made. I suggested that it was misrepresented by the service rep. I'm sure it wasn't intentional. I asked to speak with him. She told me that I was acting like a child and she was glad the call was being recorded. I told her I was also glad. She told me that my sales rep would contact me within 24 hours. At that point she hung up on me. I didn't know what to do at this point. I felt bullied and stonewalled. My husband and I felt we had no choice but to go through with the installation. I didn't think I would be able to get my deposit back after the way I was treated by customer service. The only silver lining in this nightmare were the two installers who were polite, sympathetic and apologetic. They told us this type of thing happens all the time with this company. I wish I could have just hired them. A supposed executive called my husband to apologize for the way the customer service rep spoke to me. This person was scheduled to call me at 3:00 pm that day, 2/14/19 and I still haven't heard from him. Furthermore, our sales rep never called to speak to me. National Floors Direct will not admit or even acknowledge that a mistake was make so I can only assume that it's common practice to sell products to people that do not exist. I have reported them to the Better Business Bureau. Save yourself some heartache and go with another company.
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Loss:
$1650
Pros:
  • Two installers were the only silver lining
Cons:
  • Ignore the black and white of the binding contract
  • Customer service is a nightmare
  • Refuse to acknowledge or even admit they made a mistake
Reason of review:
Not as described/ advertised
Stacy-Ann l
map-marker Braintree Town, Massachusetts

Customer

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Horrible experience, they stole from me, did a poor job on my floors, customer service manager yelled at me and hanged up the phone on me... never again
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