National Floors Direct
Reviews and Complaints

By far the worst company to use for flooring... A month after the new floor was installed portions were coming loose. I have been trying to get a hold of their customer service since the beginning of jan 2022, I have left multiple messages and no one has returned my calls. When I try to hold on the line for a rep the call always gets disconnected. It's almost as if they don't want to hear from you unless you are getting a quote.

Ordered product with this company in February 2/26. Was told product would be installed on 3/15. Was contacted multiple times to confirm this date. Had to use a vacation day to be there for the install because they can not guarantee a window of time to be there so you have to be prepared to sit at your residence for 8hrs. Contacted 2x again the day before install to confirm I would be there then at the end of the day 3/14 was told the install would not be happening as the product was damaged. Apparently product is not inspected when received before confirming install. National Floors rescheduled for 3/23 almost a month after I ordered. Again contacted multiple times to confirm this date. We had asked for morning install as we have 3 children animals etc,etc. Was emailed at 5am day of install to confirm a window of 730am-1230pm. No one showed for this window. Had to call down to find out what was going on as no one contacted me to explain what is happening. WaS told by a rude customer service that he woudl be there at 3:30pm. This time came and went so once again I had to call as no one contacted me. Was told this time he was on his way. We are now at 4:45pm. Installer finally arrived at 5pm. A 5pm install? Installer completed at 7pm

Awful company - customer service people are terrorist and the only thing they are good at is stonewalling you from speaking with anyone with a college degree and common decency in management, or the owners - but "management does not speak with the customers ever" - it's we, the customers who pay for their lifestyle - their houses, boats, college tuition, vacations, cars etc... And they don't talk to customers - really!

The product I purchased was different from the quality of product installed and the installers - World Flooring LLC - they scratched my floors putting my furniture back, using their saw on the newly installed floor scratched the floors and left my apartment looking like a construction or war site - with so much dust and dirt (from removing the existing carpet and putting down the new floor) that I could not even see the actual floor until my cleaners came to do a huge, 3-people/3.5 hours cleaning. It was then I saw the actual floors and the scratches - from the worker's saw and moving my furniture. I called customer service (very low bar here for employees and managers) and because had to wait 2 days for my cleaners, and thus 2 days to report the scratches - they would not grant me any leeway in getting it fixed - I wish I checked with the BBB - national floors direct has the worst reports on that website and other websites. When calling to get the floor boards replaced - the same installers (World Flooring LLC) came and kept me waiting for 2 hours - saying they were outside and talking to the manager - only to find out they had left and told the national floors' people that I needed to buy 5 boxes of new planks to fix their scratches. When the "manager" - "Ernesto" did come back to give me the box of planks I had to purchase for them to come - he told me for $500 cash he would fix my scratches - I had already paid national floors - this was extortion! Also - national floors sell the boxes of Burmese teak plus planks for over $400 per case; it is only $94 for exact same product at flooringinc.com. It is due to these reasons, and so many more - that I have to warn anyone thinking about using these 2 companies - save your money and save yourself from all the injustice and aggravation.

We purchased a home and needed to do quite a few upgrades and renovations. Due to the amount of planned renovations we decided to try and be more cost effective with carpet needs in our 3 guest rooms and basement; so we chose to work with National Floors Direct. Worst decision we could have made! Below is the list of all issues we have so far encountered with National Floors Direct:

1. At our initial consultation meeting we were very specific that although we were choosing a very basic basement carpet, because it’s the basement we wanted a thicker upgraded pad under the basement carpet. Needless to say, that did not happen. Walking on the installed basement carpet is just like walking on concrete. The pad recommended under false assertions of meeting our needs is completely lacking in anyway from what we asked for.

2. On day of installation we were told to be available and block out the entire day for installation (8 to 5). On that day we were told by the installers that they were given too much of the basement carpet and not enough of the guest rooms carpet; seems the sales rep had measured wrong. Therefore, they needed to reschedule to come back and complete installation on two of the bedrooms but they should be back on the following Monday. The next day after initial incomplete install someone called and shared that they actually couldn’t come back on Monday because they had to order more of our carpet which would take 3 weeks to arrive. With no choice we scheduled another installation day (this time blocking out 8 am to 12) for 3 weeks later.

Fast forward 3 weeks; the day of installation came. Installers showed but said that they were given the wrong carpet and needed to come back a 3rd time to complete installation. After they left, someone called and said they would be back the next day and we needed to block the full day (8 to 5) and wait for them to come a 3rd time to finish.

3. In addition to the mentioned items already, in one bedroom, day after they installed carpet, a reddish rust discoloration in two parallel lines occurred on the carpet in the only completed bedroom. We called National Floors Direct about it and we’re told since we didn’t tell them day of installation it would be on us to bare the cost of replacement. Although they did offer that since we had a planned return visit from installers they would attempt to clean it for us.

The kicker is that on the 2nd day installers showed up 3 weeks later with the wrong carpet, installer shared it looked like the pad bleed through somehow - meaning THEY (installers) caused the stain and would let “them” know. However after installers left and we were called to schedule day 3 to try and finally get this completed they told us installers said they tried to get stain out but couldn’t do it so now we were financially responsible. That was a TOTAL LIE! Since installers didn’t have the correct carpet they spent no more the 5 mins at our home with 3 of the 5 minutes outside taking on the phone. We explained that to the lady on the phone whose response was “I’ll let their manager know”. Not surprised at all but no call came from the “manager”

So…here we sit on day three of trying to get this completed and 4 hours now waiting for the installers. We will NEVER AGAIN use National Floors Direct. Definitely BUYER BEWARE.

We had a sales rep come out to give an estimate. Initially it was for 2 rooms. Then we decided to do foyer. Sales rep informed us it would cost 2500 to rip up tile. If we did it ourselves we could save the 2500. We initially said that we were not going to do it. We then decided to do it and attempted to call rep to inform him and he could not be reached. We contacted sales department who stated that our refund would only be 73.00. When we called back our sales rep he finally answered and stated because we called the sales department there was nothing he could do and our refund was only 73.00. We also informed him that that we would probably be financing some of it and would not be able to run credit until we closed on house on 2/28/2022. He put that in the contract. We never Agreed to COD but that was also added in contract. We are now getting called after being told by sales rep that financing was available with interest deferred for a year if paid in full that we owe 800 additional dollars because we are financing. We were never told of any of this and it is not in contract. The sales department representative says that she is the manager and is rude and nasty on phone and states that there is no one above her and what she says goes. This is horrible. She and the sales rep are misrepresenting your company. We have not even had our floors installed yet and it has been a nightmare

I hired national floors for jan 2022 worst $5,100 choice i made 1st the carpet got delayed several weeks

2nd they didn't have the original colors i chose

I am not satisfied with the product and the installation very Unprofessional not business like my house got damage the carpet was not installed proper ,in the first 10 mins the installer cuts himself and bleed all over the house the walls the floors the baseboards the carpet that i add i had to clean up after

and all there mess they left behind …

Not to mention all the damages they did to the walls and moldings trims

I tell national floors customer services and they have an attitude telling me there “ policy states it not there fault that walls get damaged and floors !

No in return im sorry and that shouldn't have happen but very cold hearted customer service

I will not recommend this business to anybody And i am not satisfied

No satisfaction guarantee with what i went through !

Spent $3000 on carpeting the first floor of our house just before we moved in october 2021. 16 months later the carpet looks awful! The quality is poor to say the least and looks as if it has been walked on by thousands of people a day. Its just my husband and myself. I am a very clean person and vacuum every other day. I was told it was stain resistant yet there are marks that won't lift. Very dissatisfied with a carpet I was told had a 10 year warrantee.

I had a carpet installed by National Floors Direct. During the installation, extensive damage was done to the wooden balusters of the wooden railings of a long staircase. Gouges were taken out of the wood. I called the salesman and did not receive a call back. I called customer service to report the damage and was told to send pictures, which I did. When they called me in response to the pictures, they told me that no damage of any kind was covered since I signed a contract that allowed them to damage things. There actually is a clause in their contract that says just about that exactly. And there is an arbitration clause that restricts going to small claims court, as well as a clause preventing a class action suit.

I can't imagine a contract like this can be legal. At the very least, it's unethical.

As for reading the contract carefully, the salesman spun through the pages on an Ipad, paraphrasing each section. The price if we signed that night was so much lower than if we signed in a week, we signed. I suggest you take time, pay the extra money, or go somewhere else, especially knowing how this company operates.

I had a saleman come to my home and order flooring for the basement as well as rug for the steps. The flooring came and is being installed as we speak. The rug, however, was a commercial berber and I wanted a plush. After arguing back and forth with the customer service and them telling me that my contact was for this rug. I called the saleman direct, Mike Lucerta. He told me on speaker phone in front of the subcontractors of National Floor that he knew I wanted plush, told me how good it would feel on my feet but then I saw the color of the berber and said "this would match nicely" and he changed it based on that without ever telling me that it was a different carpet. I did pick the color but was unaware it was not the same grade carpet. I was told that if I did not accept it, I lose my $150.00 deposit (which I understood) and then they would charge me $650 to restock and $150 for the contractor (who as we speak is still working on my flooring which was a separate job). In total, the fees would cost more than the rug cost. I refused the rug. The salesman also went on to utter about 10 FU** to me and then told me on speaker in front of the contactors that I can change it to what I want and lose only the $150. Customer service said no. I called the saleman again and he went off on a rant of vulgar language and said he started his day with customer service yelling at him and was done with this conversation. NEVER USE NATIONAL DIRECT!

On 12/30/2021 a salesman came to our home showing us samples and claimed that they would expertly install the floors and that our satisfaction was guaranteed. He explained in depth the installation procedure and took multiple measurements to produce a “blueprint” of the areas to be covered. He stated that a filament would be placed under the baseboards to fill in the gaps. He also told us that the flooring was waterproof and virtually scratch and stain proof. He said installation included preparation of the subfloor and removal of old product.

On 2/2/2022, the installation company came to our home and proceeded to tear up, remove and prep our entire first floor(except bathroom). After a few hours of this, the crew leader told us that the filament was not thick enough to fill the gaps and he recommended that we “remove and lower all the baseboards and that painting would be necessary” because there is an inch strip of different color wall and some wall preparation would be needed. We both contacted customer service and the “negotiated” price for the baseboards would be $200 in cash. AND I would have to have someone paint all the baseboard/wall areas. I don’t believe these are monies I should have to pay because two experts from their company looked at, measured and inspected the area and made no mention of this defect until after all my floors were removed and the work was in process. This was not a hidden issue (like a subfloor problem) and they should be expected to know about it. If it were not for them not telling me about this, I would not have had them do the job.

I called customer service 5 times and spent to hours on the phone trying to reach some compromise. They refused to offer me even a single cent and were initially dismissive and eventually condescending as I became more irate and it turned into a heated debate. I was forced into paying the $200 on the spot and I will need to pay a good sum for the painting and preparation. I believe the company to be responsible for something since their 2 expects did not see or tell me about an out in the open problem until it was too late. I would certainly want the opportunity to make an educated choice before it was too late and turn a happy situation into a miserable experience. The flooring appears to be installed well beyond the horrible looking baseboards and walls. The workman also told me that the flooring was NOT scratch/stain proof and that we must be careful when moving things. If I was told that during the initial consultation, I would not have placed this order.

I had carpet installed last year. The quality is embarrassing' looks like we had it for over 10 years. I am enraged that I have to live with this. I would never recommend this company to anyone. I wasted $3500 for carpet that clearly is poor quality & installed horribly. Certain areas have cushion other areas seem they don't. I'm disappointed & would love a refund (which will never happen).

I am writing this to voice my disgust with National Floors direct. Dealing with this company has been a terrible experience. When I placed my order I was assured the material I chose was in stock and ready for "install on or before Jan 5th" which is why I waved my cancellation right. My cancellation was a contingency that install would be "on or before Jan 5th". I requested to change my install date due to coworkers having covid and I had to work for them. I was told no I must keep that date or pay $250. I was disgusted with the lack of understanding your company had. I kept that date even though it caused a stressful situation at my work. Less then 24 hours before that install National Floors direct cancelled on me. They scheduled me for Jan 12th. I was confirmed and had a window from 8am-5pm. I was given an updated window for install 12pm-4pm then I received a call at 1pm that my window was pushed back to 3-6pm. I was assured install would be this date. At 5:45pm I called to confirm the installers were still coming and was told they were not. I took off another day of work for this install to be blown off for a no show. When would they have called me to let me know that no one was coming? I took off of work and waited at home from 8am-5:45pm. I spoke to Marilyn for 21 minuets waiting to speak to supervisor Alexis. Marilyn assured me Alexis would be calling me back which she never did. National floors direct is a scam and unprofessional you lied about having carpet in stock and didn't show for install 2 times. This is a routine. I can see this is business as usual and I'm not happy. When I go on your website to give you 1 star I cant post my review another scam. Your website filters reviews.

I am trying to schedule the installation of my basement carpet that I ordered on October 6, 2021. The customer service representatives for NFD are insisting that I pay for the carpet and installation in full prior to scheduling the installation. They refuse to schedule installation otherwise. Our contract clearly states "cash on delivery."

I recently purchased and had new carpeting installed in my bedroom by NFD. I paid in full on the day the carpet was installed and delivered. The installers were pleasant, and I am pleased with the bedroom carpeting.

My basement was flooded during Storm Ida on September 1, 2021. I had a painter schedule to assist with restorations on October 11. The basement carpet was scheduled to be installed on October 20. The painter cancelled on October 11 and it took me until October 22, 2021 to secure a new painter. When I called customer service - I originally asked that they cancel the basement carpet. I was told I waived my right to cancellation when I signed the contract. We settled on postponing installation, and I was instructed to call customer service when I was ready.

I am ready and they refuse to schedule my appointment without payment in full which is contrary to the contract. I do not trust them.

I am being charge for a product that wasn't delivered. My carpet was supposed to be installed October 3 and my appointments have been canceled three times total. They were supposed to come today and no one ever showed up they said we were never on their calendar although I received two emails yesterday confirming my appointment for today. Also received two phone calls yesterday to confirm the appointment for today, 10/23. But when I called today to get a time they told me I wasn't on the schedule for today and I already paid or I have been charged.

I ordered laminate flooring. This installation looked OK. After 100 or so days, it started to bubble up in a few places, in one place, it is an area of about inches where if you step on it, you feel the floor since 1/2 inch until it hits the base floor. I called National Floors direct and they absolutely refuse to help me because the 90 day warranty is past. They will not provide any information about the installer so I could see if they would provide assistance.

If this had been a year later, I would be OK with it, but it was just past the warranty and National Floors Direct will only come out to look at the floor if I pre-pay a $250 fee and they will charge for any time/materials to repair the damaged floor - which they did!

5/2021 Jim Rist comes across as a nice guy, he told me the floor I would get would much better then laminate! And the carpeting would be good quality!
What a joke the installers said they were putting down the same thing they were taking up! This cheap floor cost me $6, 000 and the carpeting was $4, 000. I paid to put flooring in the two closets downstairs, the installers said it wasn't on their plan. I called the company they said they don't do flooring in closets! Even though I paid for it!

I ordered hard wood flooring to match my existing hardwood. The sales person ordered the wrong color and if I refused the installation I would have forfeited my $2, 500 deposit. Furthermore, they up charged me after we had an agreed upon contract price.
The installer did not tape and mask off my home properly and the dust got everywhere. He also damaged my walls. He left my home in complete a disaster with nails/screws and staples sticking up every where. The floor was half demolished with cracked tiles and broken plywood. We had to abandon the house until he returned on Monday. After two more days of this hell, the installer finished. I then noticed that the install was terrible. I found miss cut and cracked boards throughout the floor. When I called to complain the company they didn't care. After multiple calls they finally sent the same installer back. (After I specifically asked for a different i staller) I took another day off from work to meet this guy and he showed up with a can of wood puddy and didn't fix anything. He told me that a depot manager would contact me. When I called the company they told me I refused to let him repair the flooring and blamed the damage on my dog… This was the worst experience I have ever had with a company…ever. I will consult an attorney.

National floors came to my house to provide an estimate for vinyl tile floors because there was a flood in my basement. I was given a quote, which I realize now was very high, but I decided to go with it because I was assured by the salesman, Michael, that I had 3 days to cancel if I should change my mind. I gave him a check for a $1, 500 down payment. Soon after, another floor company told me no one should touch the floors because I have asbestos tiles and it would be a danger to my family and the workers. Why didn't National Floors mention that asbestos tiles must be removed before work can be done on my floors? Well, because they just wanted the MONEY and could care less about my family and their workers. BTW, Consumer Affairs later told me that, "National Floors does not use LICENSED professionals." They outsource all their work to whoever they deem can get it done quickly. I had to mail a written cancelation letter to National Floors. The salesman told me all I had to do was call to cancel but that was a LIE.
However, I mailed the cancellation letter after 2 days, well within my 3 day cancellation period. I called National Floors for an update on my refund. First thing I noticed is I could her Natl Floor Reps in the background telling customers they could not get a refund. I figured they must be outside the 3 day cancellation period. At first, the National Floors Rep said I mailed my cancellation letter too late. I told her I have a return receipt that shows the date it was mailed and it was definitely on time. Long story short, they kept telling me to call back and putting me on hold for hours at a time. After 30 days I called the National Floors rep again and said by NY state law you have to give me my refund because it's been more than a month since I sent a cancellation letter. The Rep says Management has declined to give you back your $1, 500 down payment. National Floors never did any work in my house! Not a single tile was laid. Yet, they felt entitled to steal my hard earned cash. These people are CROOKS. Nothing they say is true! They do not give REFUNDS under any circumstances and what they did is CRIMINAL! I am starting legal proceedings that I do not really have time for but this is ROBBERY, plain and simple! Use anyone but National floors if you don't want to get robbed.

Deposit money was not returned even though the salesman told me I had three days to cancel if I decided to change my mind. I canceled in two days. I sent my salesman an email to verify that I was canceling the order because I felt I wasn't given enough choices in carpeting and I didn't want to go with some thing I wasn't sure of. I asked him in the email if there was anything else I needed to do to verify that the order was canceled and that I would be getting my money back. He never responded. I also sent an email to the sales manager stating the same thing. When I didn't hear from either one of them I called the sales manager and discussed with him the fact I wanted to cancel the order. He offered to take more money off the order in order to keep me as a customer. I said I wasn't interested in that because I just didn't feel that the choice I made was the best choice for me and that I'd rather cancel. I specifically asked him if my order was considered canceled at this point and that I would be getting my money back and he said yes. I called customer service three weeks later asking them how much longer it would take to get my money. She said she would check on it and call me back which she never did. Three weeks later I called again only to be told the same thing again. About a month later I called again and finally somebody called me back and told me that I wouldn't be getting the money returned because I didn't send in the proper form. I asked them how I was supposed to know that I was to do anything other than send the emails and he said if I had read the contract that I would know. I feel that because I discussed with both my salesman and my sales manager that I considered the order canceled and asked them pacifically if there was anything else I was supposed to do, they should've been the ones to tell me there was a form I was supposed to send. I asked them both and neither one offered that information. If I don't get my money back I'm going to take it to small claims court.

I am refiling my original complaint filed with the BBB with an update because I was told to remove all complaints to receive my refund. Since my refund amount was incorrect I consider that contract null and void.

I paid a $909 deposit through Cashapp on May 29 with the promised installation date of June 11. On June 8 I received a call telling me that there was an issue with my order and my floors could not be installed until August 7. I have called multiple times but have only been able to speak to rude customer service representatives who are now telling me that National Floors Direct actually has 60 days to complete the work. They refuse to transfer me to any manager or supervisor or provide contact information for them. I would like a refund so I can find another
company to complete my floors in a timely manner. They refused.

UPDATE: I have finally received $900 but was promised $909. I called and was told by Russell Phillips that I had to go through customer service for the remaining balance even though he was the one that originally sent it through. Every time I call I am transferred to a messaging service and never get a callback.