National Floors Direct
Reviews and Complaints

fter coming to install flooring in our home the second time, we again felt that it was not the product we had expected. Provided that we had given a deposit and a payment of 10, 000 we contacted the company of warranting a refund. They were unprofessional in their response and stating that we would not get our money back. How could a company charge us for having their product or use of labor when nothing was done. We have contact them with continued rejection. Such a loss has been an emotional and financial burden with no justification...

We had a NFD salesperson at our home on April 4, 2017, we chose "stone" carpet, scheduled the installation for April 8, 2017 and put a $1, 000 deposit down. NFD cashed our check on April 5th. We received a call on April 5th telling us the "stone" carpet was not in after all, we accepted a different carpet with no fuss, even though the salesperson had "verified" that the carpet was in stock when we put our deposit down the day before. On April 6th we received a call confirming the install for April 8th. On April 7th we rented a truck and moved all of our furniture from 2 floors of our hime out into the truck so the floors would be clear for carpet. On April 7th at 5:19pm (day before install) we received a call from NFD canceling the install the next day due to material issues. We contacted our salesperson immediately and he told us it was a man power issue, not a material issue. We were unable to speak to anyone until the next day (everyone had gone home is what we were told). The next day I spoke with a NFD manager named "Tom" who told me that i may not cancel my order and that we "need to make ourselves available to NFD when they are available to do the install" I told Tom that we were very clear about needed the install on the 8th as we were in a time crunch to sell our home and we were home that day. I told him that we both work full time and could not just "make ourselves available" when NFD felt like showing up. My husband also spoke with Tom who told him that they were unable to do the scheduled install because it rained and the "trucks can't drive in the rain." That was the third different reason we were given for the last minute cancellation. We have not heard from them since. I have filed a complaint with the Better Business Bureau (pending). NFD has refused to refund our deposit even though they changed the carpet we ordered, cancelled the install and never spoke to us again. $1, 000 free money for them. Absolutely horrible experience, horrible customer service, we have already told our realtor to spread the word as well as spreading the word ourselves. Absolutely awful experience.

Not only did the install the wrong carpet, destroy my new construction, leave tacks protruding, they also are fighting me on fixing it.
The carpet was ordered with the salesman as 15 ft wide, the installed 12. They left the seam apart. Put a 3 x 5 patch in the corner. Literally cut every 391 square feet of baseboard with a razor blade where it needs to be replaced. This was new construction, no flooring to be removed, no furniture. I would not sign the approval and was told I would have to call customer service. I called 3 times and emailed. I called, texted and emailed Larry the salesman - still have not received 1 reply. When we finally disputed the credit card payment until the rug was corrected, I was informed I had now voided the warranty and they could do nothing for me.

Wrong floor was installed upgrade on risers not compliant sales rep texted us stating he had left company for obvious reasons at 11:45 pm out of the blue will not complete repairs. Hand up on us and state we call too much and are giving Cynthia, christine, and Jennifer headaches! Blocked our phone numbers, blame it on the installer ( Mario) and say Cynthia is the upmost in command( does she own NFD) I'd so why is it ok to falsify paperwork and initial where your customer did not? How can we the customer have a copy of the PO and NFD have a different One? FARUD! Liars and cheats with low class unlicensed contractors! Shall I say lawsuit!

This is an amazing story about National Floors Direct. They were scheduled to come out to our home Friday February 10th noon to 4pm to install new carpet on our stairs and small hallway on top of the stairs. 2 guys finally showed up at 6:30pm (2.5 hours later than the latest time given). After the 1st hour one of the guys went to sleep in the van in the driveway for the remainder of the evening. We were told the installation should take no longer than 3 to 4 hours so we expected they would be finished by 10pm. This one guy worked hard till 1:30am. If we knew it would of taken 7 hours when we have young kids we would of never had them start so late. Our kids couldn’t go up the stairs to go to bed never-mind all the banging. When all was finished we were shocked to see such a hack job. How could National Floors Direct send installers who were not competent to do this job? If this was free it wouldn’t be acceptable. You can see the staples on every step. Especially the top steps. Some steps were pulled tight around the lip where some were loose. When I called 1st thing the next morning I was trying to tell the woman on the phone about our experience and she didn’t care. It was almost like she deals with this all the time. I was bummed out that they have no customer service! I asked her if I could speak with someone who cares / someone in customer service? The nasty woman on the phone said “email some pics and someone will be in touch 3 to 5 business days. As I wanted to speak with customer service I called again on Monday Morning and the woman on the phone was so rude I actually asked her calmly if I could talk with someone in customer service. She said “lose the attitude” and hung up the phone. OMG! Shocked that a national company like this treated customers like this.
The night of the installation while the other guy was sleeping in the van it was snowing. The next morning when I snow blowed my driveway there were carpet pieces under the snow which went thru my snow blower and damaged the snow blower. (Please see pic on last page.) I have no idea how to get this repaired as I do not own a truck to bring to get repaired. When I got a call back from National Floors Direct to schedule the repair I spoke with Katerine and I asked her if there was anyone I can speak with in customer service. She said there is no one in customers service. She said if you have a complaint you can email from the website. Which I tried to do but after filling out the form I would click the submit button on the website and then get an error. So there was no way of contacting them.

On February 15th the same guy showed up who installed with a different guy.
They banged in the staples so we didn’t see them any more but they could not fix the part where the carpet folds around each step. I then asked the guys “what am I suppose to do about the snow blower” ? They said someone would be contacting me. No one ever contacted us and that is when I contacted Capital One. Besides the very poor installation job around each step the overall installation was horrible where the seams met to the other rooms and where holes were showing on the side under some of the steps. Also this carpet installed was much thinner then what we previously had.

DO NOT USE THIS COMPANY!

the initial person neglected to address the missing tile in the pantry and the rotted wood. he also let me select tile inappropriate for the small pantry. the 1st installers were lazy rude and unprofessional. they did not want to replace the floorboard in the bathroom, they didn't want to remove the appliances in the kitchen which states they will in the contract. the toilet had been removed so they urinated in water bottles and left them in the bathroom. I made them leave. national floors direct sent another team out the next day, they were 4 hrs. late then stated they couldn't do the pantry work, a plumber is needed. finally the company cancelled the contract

National Floors Direct is a nightmare to deal with. The customer service dept in Avon must only consist of one incompetent employee named Annesha Ali. After National Floors Direct cancelled the installation of rugs at my home they would not reimburse the $1000.00 deposit I had put down. The check was cashed and no services were rendered. Isn't that called stealing? National Floors Direct claim that buyers forfeit any deposit if the order is not cancelled with in 3 days. If I had a choice I would definately go to Empire rugs. They actually cancelled the day of insatllation on me as well but did send my check back within 10 days because they are a company with some moral compass unlike National Floors Direct. PLEASE PLEASE do not use National Floors Direct!

National floors direct does NOT stand by their installation, warranty nor do they commit to the customer service promise that they state...
They have NO address, when you call them you get a CALL CENTER who cannot help you. Our floors were installed incorrectly with separation gaps... It has been 3 months now of waiting for an adjuster to come out & inspect the floor. They have 1 (ONE) customer service girl who answer ALL calls, & she can't help you!
I should of known that it was NOT going to be a good experience when they tell you it is CASH only paid to the installers!
Beware of NATIONAL FLOORS DIRECT they are horrible...

In September of 2013, we had hardwood floors installed in
our upstairs hallway. There were problems from literally day one. The
installers came and no sooner did they come upstairs they had to stop and
inform me that the job couldn't be done because we had the incorrect sub-floor.
due to the sales rep not properly inspecting it. so an additional $150 was
needed from us so they could purchase plywood to do the job, which had to be
rescheduled for another day.

When the new installers came, we gave them the check for the
sub-floor and i was immediately asked how they (the installers) were getting
paid, which i thought was extremely unprofessional. So they get to work, first i notice that the
thresholds to our bedrooms looked cheap but i trusted them to do their job and
let it go. the next day after the installation i stepped into my daughter's
room and the threshold snapped under my foot, breaking almost in two and
lifting and bowing from both sides. i immediately called customer service and
was informed that since i signed off on the job that i would have to file a
claim and email pictures to their customer service department, which i did
immediately. i received no response for weeks and finally after calling my sales
rep's cell phone i got a response. my claim was denied, so after taking new
pictures (the damage was much worse at this point) i sent them off to my rep
and eventually our claim was reviewed and a new, much better quality threshold
was installed.

Now, the other thresholds to my other bedrooms are starting
to lift and bow as well. i have tried again to contact and email customer
service and no one is responding to me. i now have an additional issue with one
of the floorboards in the hallway, there is a chunk of wood missing from the
corner. i have two small children at home and cannot risk their safety with
this poor work done in my home. i am livid and just want what i paid for. i
have tried to contact the sales rep again, but she has informed me that she has
left the company, partly due to the fact that they often do not honor their 1
year install guarantee with lots of red tape and ignoring their customers.

I spent yesterday, 5/3/10 / waiting for the installers to come and put in my carpeting. After many phone calls to the company they finally showed up and worked until 8:30 in the evening. I would never deal with them again in the future. The salesman was rude and hung up on me when I was explaining my complaint. The installers did a good job but much too late. Don't believe in their buy one room get one free. They Lie. I believe I was over-charged. This will never happen again. Beware when something sounds too good to be true because it isn't.

Really messed up our wordwork - have big problem with our laminate floor in bedroom. Sent complaint to Attorney General. Carl Hediger responded that he sent people back to my house free of charge but our problem was due to high mositure in our home. This was a lie and neve discussed. He was correct they sent people over a few times but not because of oistre. see the pictures and decide for yourself. I have sent them my photos several times. They don't care, don't use this company.

Signed contract with National Floors Direct. I gave them a deposit of $2000. Later I noticed at the very end on the back of the contract paragraph (5) it mentioned late cancellation within (3) business days. National Floors seek to count Saturdays as a business day.

At the very bottom of the back of the contract, in bold it states payment in full must be made prior to installation, they do not take any personal checks. they do take certified check, money order or visa, mastercard, discover card.

They wanted payment in full and had not even started any work. I wanted to see the finish work. I stated I wanted my $2000 dollars back and I would put all expenses on my credit card. Even though it is in their contract, they refuse to accept payment via credit card, and refused to return my $2000 deposit.

National Floors claims I did not honor their contract, and I claim they did not honor the terms of their own contract.

I called National Floors Direct got an estimate and contracted with them to install hard wood flooring in my kitchen/dining room. The salesman was nice, seemed knowledgeable and the price was right. The installation on the other hand was one of the worst experiences I have ever had. They did not arrive when they promised, the subcontractors were unaware of the particulars of my installation and had to come back another day due to multiple issues. During the day of installation, after they left I discovered I was robbed. The lower level of the home, which was not having work done was were the items were missing from. The police are now involved, however; National Floors Direct is not holding themselves responsible for sending subcontractors to my home that robbed me. The installation itself is done and looks good, but at what cost. I am now in a battle which I will no give up on. Don't let them send thieves to your home. Think more than twice about working with this company.

National Floor Direct the company is a rip off, they have poor customer service and they do not stand behind there product, after no satisfaction from this company we took them to court, judgement in our favor and they still failed to pay… stay away from the company nothing but headaches! from an unsatisfied customer.

Words cannot describe how displeased I was regarding the whole process of buying a carpet from National Floors Direct. I highly advise anyone looking for carpet to "STAY AWAY" from using them! Here are two quotes from the head of their customer service dept (this person answers to ownwership) 1. "We're too busy" and 2. "I don't know what to tell you." They have a 24 hr install guarantee, it took a month to install my carpet. Do yourself a favor, pay the extra money and use another company.

This company is a complete fraud. As a qualified installer of over years i have found this company to use inferior products, illegal's to install their products and they dont pay their contractors. If you buy anything for this company you are over paying. Do yourself a favor and shop elsewhere

I have had just a terrible, terrible experience with National Floors Direct, and I am out over $2, 000. They boast next day installation, first of all, which is an out and out lie. I moved into my home in late Feb and called them for a flooring estimate. Their prices were pretty high but I went with them thinking they would have the fastest service.

I ordered wall-to-wall carpeting in our bedrooms, and an area rug for the living room as well as a bound runner for the staircase. The wall-to-wall carpeting took about a week because they don't feel that as a RUG company it's important to keep a rug in stock... All we ordered was a basic beige carpet, nothing special, something you'd expect a flooring company to have in droves. But that's not my complaint. The wall-to-wall was a little later than promised, but it did get done.

The bound area rug and staircase runner is where it gets interesting... They told me that binding area rugs takes about a week. It was a little inconvenient as the home we moved into has a rather disgusting area rug, but a week wasn't THAT unreasonable. A week turned into three. I called to find out what was going on, and they told me, get this, their "rug machine is broken." What? You're a rug COMPANY. Something was definitely weird about this. For the next several days, I called to follow up (and if I hadn't, I doubt I ever would have heard a word from them) and finally they told me everything was all set and we scheduled an installation.

That installation was promptly cancelled, as their "rug machine" was broken again. They made a new appointment the following day.

The following day, I got a call bright and early that the rug was all set and they would be there within a 4-hour time window.

I waited and waited and waited. When the time window was up, I called them to find out when I should expect them. Turns out nobody thought it was important to call and tell me that they weren't going to show up, because... yup, you guessed it... their rug machine was broken again.

I was upset at this point and I demanded my money back. They REFUSED to give it to me. They said that they'd already cut the rug and that it was useless to them and I would have to take it. They made me wait an additional week and a half, promising installation.

Well, a week and a half later, I got a nice 6 AM wakeup call on Saturday morning that they would be here within a 4-hour time window. This time I called several times to make sure they were coming. The operator assured me that my rug was on the truck and I was the first scheduled stop.

Guess what? They never showed, and had I not called three times, I never would have known they weren't coming. Only this time they tell me that they can't bind my area rugs as they are too thick for their fragile little machine. Their solution? They want to dump the UNFINISHED, FRAYING rugs on me, and they will not give me my money back. They want it to be my problem to find another company to bind them for me, because they are too incompetent to do it. So long story short? I have about $2, 000 worth of rug I cannot use.

STAY FAR AWAY. FAR, FAR AWAY.

I bought carpet from National Floors Direct on Oct 9, 2010. The installation job was awful - there is a two inch gully running along the seam of the carpet, which bisects my living room in half. Many complaints from prospective buyers - my house is on the market. Filed a claim; it was denied. Sent a demand letter, and they appeared to be cooperating by scheduling someone to come out "to take a look at it and fix it." Took a day off work and they blew me off. Called me the next day saying I was supposed to call them (not true) and that they would come out sometime after noon on Sat. Went home, sat around and waited, tried to call the guy back on the number he called me and got a high beep from a fax all afternoon. Will take this to court.