National Floors Direct
Reviews and Complaints

If I could give negative stars, I would. This company is nothing short of a scam. They only care about taking the customers money. Do not be fooled by the 5+ star reviews my friends. They pay customers in Amazon gift cards to leave 5-star reviews (up to $250)! Yup, that's how bad they need these ratings.

They take absolutely no responsibility for any problems that occur at install - whether it be breaking a bed, door, closet or ceiling fan. They just broke 4 of our bifold closet doors and our ceiling fan...left black handprints all over every white door upstairs, lots of debris and they used (cheaper) padding on the insides of our closets. We didn't pay for "cheaper" padding. Just upsetting when you pay a hell of a lot of $ and now have to go pay more to fix THEIR shoddy and careless work.

Spoke with a Danielle this am who basically told me to "read page 11, we aren't responsible for any damage" and basically hung up because I, the customer, was upset. Seriously? Of course I'm upset!

Save your money and use local. I wish I did and hard lesson learned. STAY AWAY from National Floors Direct!

We are very unhappy with national floors direct. The sales girl lied about everything! Then when they showed up, one was the "installer" and the other the "trainee" then the "installer" left the "trainee" to do the installation. The "trainee" had to go outside to get help. The installation was terrible... Cracks, chips and nailed threshold molding; which voids the warranty for the flooring!
My husband called Shaw, the maker of the flooring, and they told him that nailing anything into the floor voids the warranty. National floors direct people out twice to "fix" the problems. They put down wood putty to cover the cracks and chips, plus they didn't speak English. My husband has called several times to get this fixed to no avail.

Don't use national floors direct!

Everyday I see their endless commercials on TV advertising next day installation and beating others prices...
I signed a contract with them on April 20, 2021, with a lying salesman who had called it, and it is listed on the contract as an "emergency rush installation". Wasn't really the case, but because I was busy and needed to get it done and didn't have time to shop around, I signed a contract for the ridiculous price of $8760 for about 900 sf of installation (and they expected me to remove and replace the toilet and dishwasher).
They postponed the original installation date of May 8 for 2 months until July 3 (ruining my travel plans for July 4), and would not let me out of the contract at that time, unless I paid like 1/2 of the $8760 contract. A few days ago I called them to confirm they were coming on July 3, a pleasant lady was like, "yes, of course. I don't see why not, everything is ready". A few days later (and a few days before the rescheduled installation) they call and tell me its again postponed with the earliest date being August 16 (they were no longer offering me Saturday installation). I had already moved most of my things upstairs, because I foolishly believed the liars.
This company is a bunch of lying scammers. I will be looking into legal recourse and will be sharing my experience as widely as I can with others.

Do not use this company. The took my money and later told me the product was out of stock and would not give me my money back. Very rude on the phone save your money and look elseward

The person who came to show us the flooring, we found out that she lied to us. The installers did a terrible job! We have cracks and chips in the flooring. Also when they put down the threshold molding, they nailed it. My husband called Shaw, the maker if the flooring, and they told him, if anything was nailed into the floor, voids the warranty! We sent photos of the damage to the flooring, National Floors Direct sent someone to check the flooring. Unfortunately, he doesn't speak English!

I wouldn't recommend National Floors Direct.

I contracted for carpet replacement for 5 bedrooms with closets, hallway, and stairs. The estimated schedule for install was 15 June. On June 11, I received a telephonic "confirmation" that the install would be 15 June. During the call I explained that my wife has some serious medical issues, and I would like the master bedroom completed first so that I could move her back in. Since I had a "confirmation" for the install date, I removed the chairlift to the second floor and contracted for a new one to be installed on top of the new carpeting. At 04:30 on the install date, I received an email advising that the install would be between 07:30 and 12:00. On the scheduled install date and after 3 inquiries, I was advised that the install is now July 12. Now we are stuck with no chairlift. I contacted their customer service, and their response was "sorry, the contract states that the install date is an estimate".
I called customer service again seeking help in accelerating the install date and was told it was not possible. When I asked for contact information for an executive in the company, I was told I could not contact them. When I continued to ask for the contact information, the agent responded saying "Thank You" and hung up.
I am now stuck without a chairlift to access the second floor.

This company is so full of crap! Unprofessional office workers that don't let us speak!and they keep everyone's money! They should be taken out of business! They will be sued! Now have to get my lawyer involved!

Hi this is Adrienne from Long Island NY. National Floors Direct came on March 5th, 2021 to install new staircase carpeting and laminate flooring in living room and small hallway. The crew forgot to install padding under the carpeting, cut the carpeting stairs lengths short, I cut my foot on a staple they used on the stairs, they can't find a curved transition molding to complete the laminate flooring, still need the quarter round in some locations and just so sick of their lies. I set up 2 appointments with installation dept. Took off from work and both times they didn't show. Even though they send emails early in the morning to say they're coming between this timeframe. That's all [censored]!
Of course, I paid them in full the installation day... Worst mistake of my life! So very unprofessional! They're just keep lying and tell you bull crap.

My name is Joyce Scott. I live at 777 Donlon Ave, West Hempstead. I purchased flooring for my den and bathroom as well as carpet for a bedroom. I even had to pay another contractor to remove the asbestos in the floor and that was completed in a timely manner a few weeks ago. I had a no-show appointment on April 24 after my salesman confirmed with me that I was scheduled that day. I also had an installer come unprepared today April 28 to level the den and put down flooring in two rooms and carpet in another room. I called customer service and they did not help at all. The only thing they said that they could do was to reschedule for May 7 which is more than a week away. That is not acceptable. I have a tenant who has not been able to live in their room because the floor is undone. This should have been taken care of on my first appointment. I asked for a supervisor numerous times and the lady on the phone refused to give me anyone. She claims that there was no supervisor available when it was 4 PM and this is a 24 hour customer service line. She also claimed that there was no supervisor available until tomorrow morning when I would already be at work and could not speak to them. There was absolutely no solution to what the lady offered me except for a new appointment even though they had already messed up the other two. I got absolutely no help. No matter how many times I asked she continue to talk when I told her numerous times I no longer wanted to speak to her. Someone needs to listen to that call and discipline the representatives because they did not resolve anything. The # I called from was [protected] at 3:59 pm. All they kept telling me was what they couldn't do rather than what they could do or how they can come to a compromise. I should not have had to repeat myself so many times to speak to someone else. I then contacted the salesman who originally sat down with me and in his system it was confirmed that my house needed leveling and flooring today and he was surprised that the installer did not have the right material with him. I have been going back-and-forth with every person I could possibly call and speak to and it has gotten nowhere. I still have stuff left all over my floors from when the technician left my house today at about 1PM and he still has not returned and it is now almost 6pm. I have never had to deal with such horrible service for a company. You all have made consistent mistakes with my job and have done nothing to rectify it

I had schedule of hardwood floor installation today April 22, 2021. I get call from installer national floor gave him wrong size of flooring. Me and my wife try to reach them from morning 7:30 AM for three to four hours and no one gave any response. Finally I got response around 1 PM and admitting they have order wrong flooring and now schedule will be next week once they received correct order.
As per there contract some one should be at home. Me and my wife took two days off from work as per schedule installation. We have empty out all of my bedroom furniture drawers and all electronic wire spend almost half day. We have kept all items either in bathroom or hallway. Now we need to put all drawers back and connect all electronic and spend half days.
As per contract if we do not remove drawers or electronic items and once there installer come they will charge us $50 per hour for wait.
Now we lost our two days from work and we had spend one day to remove all items and put it back who will pay.
I want company to compensate our loss of work time.

How many more people do we need to get a class action suit against this company.? Will need to ban together! Does anyone know how to get this started? Any suggestions?

We ordered carpet for 2 rooms and a hallway. We wanted quick installation which is why we went with "next day installation" company. They were a week late. Then when they came they had not measured correctly and left our entire house upended with furniture stuffed in one room and exposed tack strips and padding on the floor. Unlivable. When we said that's enough don't come back they told us they want the full amount! The extremely rude customer service woman told me no carpet was coming. She told me they will put us into collection even though we have no carpet. We are getting a lawyer because the entire contract is based on mismeasured carpet.

Disgusting business practices..keeps deposit after you cancel claiming emails are not accepted only snail mail or telegram really? do not use them. I canceled my order within 28 hours and they still cashed the deposit check! The sales rep never said anything even after he received my cancellation via email about needing to mail it in and tried to keep my business. There is a 3 day cancellation and if you physically mail it in, nowadays it will not get there in time. They refer to the term telegram which is not even a term used anymore and is an invalid form "a message sent by telegraph and then delivered in written or printed form" as we do not have a telegraph. They sent the quotes and corresponded via email with me. Given covid most all business is usually done via email these days. I spoke to customer service on 4/8/21 Michael and he stated he could not do anything and it had to be mailed in and was very nasty and unprofessional. I received the estimate via email so not sure how you would not accept cancellation by the same method. Customer service rep Michael had an attitude and was nasty. Will never recommend them. very deceptive practices that's why they do not take credit cards as deposit! Spread the word about them. glad I cancelled cannot imagine the quality of work.

Had vinyl floors installed 1/28/20, order NY26975 for $6100. They called to confirm and then the day before the installation they called to say the shipment would be delayed for another week. Having moved all my furniture in preparation for the installation this was problem #1. On installation day they jacked up the price another $1500 after they tore up my original flooring problem #2. A few weeks later I noticed a bump in the floor and that the room dividers were loose, problem #3. Three different times they scheduled time to make the repairs but then didn't even show up. Same excuse, each time, the truck broke down. This is a small repair job that should have been done weeks ago.

National Floors Direct is a complete scam of a company and they are constantly ripping off consumers. There are over 430 complaints on the BBB, hundreds of other complaints on other sites, and the FTC also charged them with violating the Consumer Review Fairness Act of 2016 for threatening to take legal action against people who post negative reviews. That alone tells you all you need to know about this company. There's so many accounts of them stealing people's deposits, don't honor warrantees, do horribly inferior install work and refuse to rectify it, reschedule constantly and waste people's time and money as they've taken time off of work to be there for the install.

On 3/9/21, a salesperson from NFD, Desire Upton, came to my home to give an estimate. I had carpet down and was looking to have wood installed. I pointed out to her that my subfloor was slanted and told her a previous company said they couldn't level it, and I asked for her thoughts. She said the other company didn't know what they were talking about and she absolutely assured me that NFD installers could level my subfloor. She did not say they 'might' be able to, or maybe we should get them out first to take a look and see if they could before proceeding with the contract. She flat-out told me they could definitely level it. I trusted her and that she knew what she was talking about, and based on her assurances I went ahead with the contract.

On 3/23/21, the installers came and within a few minutes told me they could not level the subfloor, that it was a major structural issue that I'd have to hire a framer/contractor to address. I do not have the money to do an extensive repair like that. I called NFD and explained this. They refused to refund my $1, 777 deposit. I explained the misrepresentations that their salesperson had made, and they still refused to refund my deposit, insisting I'd need to get the subfloor fixed and then they'd do the install.

I am not about to be bullied into getting major, expensive repairs done to my own home. NFD's salespeople should have at least the most basic level of training, knowledge and experience to be able to tell a minor subfloor issue from a major one such as this one. And since they obviously don't, they should not be out in the field giving consumers misinformation. I don't know whether Desire is incompetent or outright lied to me to get me to sign, but either way I should not have to pay the price for her misrepresentations. I feel completely deceived and like I was trapped into this contract.

I asked NFD's customer service reps to speak with the owner, Frank, and was told he doesn't talk to customers. I spoke with supervisor Cindi and told her I'd be willing to forfeit the 20% "restocking fee" just to not have to deal with the company anymore. I was not about to accept delivery of material that I could not use and have it take up my whole apartment and maybe get warped and damaged in the meantime.

She told me she would pass along my offer to Frank. I asked for email verification that she had done so and was told I would not be provided with such. As of today I still have not heard back from him. Their customer service reps are horrible and just keep giving you the runaround.

I also emailed Desire and she responded saying that she's not an installer, it's not her area of expertise and she didn't know how much work the subfloor needed. That's exactly my point, no, she's not an installer and therefore shouldn't be giving out misleading information and making misrepresentations.

I refuse to work with a company as deceptive as NFD, and after reading all the horrible reviews about their installation quality, I'd never let them near my home again even if I had fixed the subfloor.

I have lost three days of work clearing my apartment for their installers. This has also caused me such stress, anxiety and insomnia that I haven't been able to work since. I'll be sending a demand letter to the company and if they don't respond I'll file a 93A for treble damages and to recovery not only my deposit, but compensation for the work I've missed and for pain and suffering.

At this point I would like a full refund of my deposit, $1, 777

A salesman came to my home and sold me a $7000 order for hardwood floors. I was assured that this was Shaw premium flooring and all moldings and transitions were included as well as removing the old floor. On Nov. 17th, The installers arrived in an unmarked vehicle and proceeded to remove the old floor. They showed me one unmarked brown box of flooring and opened it up and asked if that was what I had ordered. It looked like what the salesman had shown me so I said I assumed so.
The installers seemed very inexperienced and struggled with the removal of the old floor and the installation as well. It took 4 days instead of the 1-2 as promised by the salesman. At the end of the 4th day, the installers covered the new planks of the entire area with blue tape and claimed this was necessary to hold the flooring in place until the glue dried. They did not put molding in most areas because they claimed the new floor was thinner and it couldn't be installed properly. The molding that was installed is improperly cut and barely attached to the wall. The flooring itself is not cut properly in many areas and many damaged panels were installed. We were told not to remove the blue tape for at least 24 hours. Upon doing so, we noticed shiny spots as if glue had been hammered into the finish throughout the entire floor.
We contacted customer service immediately after seeing the damaged finish and were told that the installer would return to see if it could be cleaned up. The installers have returned twice with different chemicals but have been unable to do anything to remove the spots. After numerous calls to customer service we were told that a new floor would be ordered. No one ever returned our call about an installation date. When we finally reached Jasmine at customer service, she denied saying that the floor would be replaced. I have saved a voice mail where she assured us that a new floor was ordered. Now they are telling us that an installation supervisor has to look at the floor, but won't even give us a specific time as to when he'll be here because he's very busy. This company has been a nightmare to deal with. We gave them $7000 and our floors are destroyed and we will have to spend a great deal of money repairing the rest of the damage that the installers did as well.

I have tried to genuinely work with National Fllors direct company for over a year. playing phone tag and being on hold and rude customer service people. I filed a complaint less the 2 weeks after installation but could not send pictures due to a problem with my phone. For this I was refused warranty coverage on complaint NJ12092. I need some with an understanding of what customer service really is to be able to fix this issue. Up to this point I have not found that. Such a small gesture could lease the company much more future business. There issues is that I was not able to send pictures. Never in my warranty explanation was I told I had to send pictures.

The worst company to deal with ever. They will rip you off !

My father had National Floors Direct come out to his house to get an estimate on redoing the kitchen floor, 3 bedrooms, a hallway, two staircases, the front hall, living room and dining room. The sales rep came and she was very nice (of course she had to be to push the sale) she approved the colors and wrote them down. She even played we'll give you a veterans / first responders discount, we take good care of our veterans, if you have any issues call me... Well he did have an issue, a very big issue.. left her a voicemail right away and no return call!

They installed the wrong color rugs!

He called and no one returned his call. We had to call again and again.
In the beginning we were told, since it was such a big job that it would take 3-4 days for the entire house. Which is fine, you want the work done right!
They came out and did the kitchen floor in one day with no issues.
Next day, two guys come out to install all the rugs. They do the entire house in 8hrs. However, they put the upstairs rug color downstairs and vice versa!

The entire house was done in 2 days it was a complete rush job, no wonder they screwed up!
There was furniture everywhere, both staircases were blocked off, the upstairs bathroom was filled with furniture (they didn't even ask if this was ok.. seeing as the downstairs bathroom was unavailable because it's being done over)
There was no place to go in the house, they were set on ripping through the house in 1 day instead of the 3-4 we were told.
They even managed to knock a brand new fire alarm off the ceiling and furniture was put back in the wrong places (yes, he paid for the furniture being moved too)
When we finally got ahold of someone at National Floors Direct to tell them the rugs went in the wrong places, the customer service manager Cliff was so incredibly rude!
Stating its not our fault the rugs were put down wrong! We had a contract stating what color rugs went where.
My father even said he'd just keep the upstairs rug, but they still refuse to fix the issue downstairs.
He tried explaining it to the men who did the work, but they couldn't help.

You hire someone for a job, sign a contract with a company and sales rep that brags about customer service and treating first responders and Veterans well.. you'd think the contactors they
hire could follow a simple contract / plan layout
and put things in the correct places and be able to communicate clearly with the customer.. that was not the case with #NationalFloorsDirect.. #PoorCustomerService #NationalFloors the worst customer service rep I have ever spoke to in my entire life... everything I said he'd talk over me stating it's not our fault! National Floors Direct

Despite the "cute" commercials, you know... With the scary looking sock puppets, do not do business with national floors direct. We hired them to install wood floors and stairs this past weekend (signed contract and paid a deposit). I received a call from them yesterday saying they underbid the job and needed more money. I explained that we have a signed contract and agreed upon the price. Long story short they cancelled the order. The regional sales manager said they can cancel any contract when they see fit.
I asked who approved it and she stated the owner would not approve the work because they under bid it. I asked for his name and she would not provide it. She "wanted to work with me on the price"... First manager who called said it was under bid by $500, second said $1000. I refused to be extorted in violation of a signed contract. Shady business practices with very poor customer service. Stay far away!