We scheduled to have a carpet installed on November 7. When they arrived they brought the complete wrong carpet. We immediately had the guys who install the carpet call to try to resolve the issue. The install crew left here to go back to the warehouse to get the correct carpet while we discussed the issue with the customer service representative. They did not have our carpet in stock and wanted us to wait until Tuesday to have it installed. We removed all furniture and kept it in a big storage box outside the house.
After going back and forth for a few hours and having our sale representative back and forth to our house to try to resolve the issue, they concluded they could not get any carpet installed that day because the installation crew had already left. We ended up working out because of the MAJOR inconvenience a discount and the carpets would be installed Monday. Monday came and they carpet had not arrived in stock yet so it was scheduled for Tuesday, this was also discussed with our sale representative as well who said he would contact us first thing Tuesday morning to confirm a time.
Tuesday mid morning came by and we had not heard so we called. During that conversation we learned they never scheduled us for Tuesday and didn't actually have an install date at all setup. After a consistent run around from them we finally got it set up and installed Wednesday. Because of the major inconvenience unfortunately my fiance and I could not stay the entire time they were installing because we had already taken 3 days to wait for them where they had the wrong carpet or did not show up as we had anticipated. My parents came and waited while they were installed and locked up after.
When we came home we inspected the carpets and noticed there were random staples on the ground so we picked them up not thinking that was a big deal. Once we started looking into the bedrooms we noticed the closets had the staples sticking out of the hardwood floor that we had. In the work order we specifically asked for the closets not to get done, they must have realized that after they already started installing them and took out whatever they had stapled to the ground, however all the Staples are still there. Immediately that night we called and asked for someone to come out and remove them as we have children that live in this house.
A few days later no one had come out yet and with all of the moving of the furniture into the house it honestly wasn't the first thing on my mind because from our standpoint we had already called them about the issue. My fiance had called back regarding the nails when it went time to start putting stuff in the closets and we realized we really couldn't.
We received the paperwork from the finance company and it had the complete wrong price. I immediately called back and spoke with a very nice woman. I first brought up the staples in the floor and she said she would have someone out here the beginning of this week and we would receive a callback with the time they would be able to. I thought that was very nice of her and really appreciated her help.
I next brought up the billing issue with the price being over by about $700. She tried to get someone that would be able to handle that issue on the phone but said they were all busy and didn't want to leave me on hold so she took the two phone numbers where we could be reached and said we would receive a callback within the hour. After about 4-5 hours and no phone call back we tried back again. At this point we spoke with a few different employees there and were not getting anywhere with it as the last person we spoke with had said there were no notes in the system regarding the discount.
Luckily we had written the person who approve the discount's name down and had the direct number to our sale associate. While I was on the phone providing all the information with whom approved the discount and proper amount the floors were to cost, my fiance called our sales associate. He mentioned the issues we were having with the pricing as well as the nails in the floors. After some time the price was situated. Because of the conversation earlier being the nails and that someone was going to call us with the exact time we didn't bring up the issue again.
We called mid morning today because it is now the day before Thanksgiving and are expecting to have the entire family over where there are numerous little kids going to be in the house. The first woman I spoke with was very nice yet again. She said she didn't see any notes in the system about any of our calls and unfortunately they could not get anyone out here today because it is the day before the holiday. I asked to be transferred to a supervisor because the issues just keeps getting pushed off and it's a very serious matter, especially if someone was to get hurt on the Staples that are sticking out.
We never once made a big deal about our hardwood floors being ruined by having hundreds of holes from the Staples in the floor. The supervisor basically said they couldn't do anything today and that it's our responsibility if something happens to anyone on them although it's National Floors Direct's negligence that is causing all of these issues. Our children have gone about 2 weeks with no toys because we can not bring them up and put them in their closet so they are still packed away.
This has been a consistent run around and more of a hassle and headache than we ever imagined this to be. We made him aware that if something happened to our children or any of the children in the family it would not be our fault because we were not the ones that put the Staples in the ground and left them and his response was "well, we can always take away your discount at anytime." The carpets are not worth the trouble we are getting and to be spoken to how we have been is very unprofessional. We do not recommend this company to anyone unless they are ready for the hassle that comes with it.
AVON, MASSACHUSETTS -- So you fall for the alleged 15% off, or it's free. You bargain hunt for the rock-bottom lowest price. You call local carpet stores, you go to Home Depot and to Lowe's and you find what you think is the very best deal, and what happens? You get what you pay for… but hey! You saved 15%!!!
The sales guy was a creep. The service when you called to complain was horrific and the installers just wanted to get in and out as quick as possible. You got a no-name brand, bottom of the line quality carpet or crap quality laminate or hardwood from Armstrong. Your carpet is fraying, your floor looks like a pack of wild dogs live in your home. But guess what? You saved a couple bucks. Congratulations. You got the rock bottom lowest price, so what are you complaining about?
AUBURN, MASSACHUSETTS -- The workmanship was terrible. Within a day after they left, I could see the lines where they tried to match up the pieces of carpeting. Of course, because they will only acknowledge a problem while the workers are still in the house, I was out of luck.
Then, merely months later, I was vacuuming one day and BOOM, a piece of carpet got sucked up and within SECONDS, a long, thick string became unraveled, leaving an unsightly flaw. When I called, I got the standard, "we are sorry, but..." I won't even get into the fact that they scratched my furniture and left a huge stain on my brand new rug (just those basic statements speak volumes). I can not recommend this company to anyone. They are despicable.
IPSWICH -- I had a new carpet installed in my new home. First of all it was supposed to be installed before the movers came as promised. National Floors Direct then changed the installation date and I had to move in before the carpets were installed. This did not allow for me to be there as I had already scheduled the day off for the day they were supposed to come. When the carpets were finally installed they agreed they would move the furniture around in the rooms. The carpenters were given permission to sign off on the installation which they did but when I got home I noticed a two inch tear in my rug.
I quickly reported this to National Floors Direct and they are telling me it is my problem and there is nothing they can do for me because my carpenters signed off. This is terrible. The carpet was torn at installation, the installers covered it up for the carpenters and now I am having to live with a brand new torn rug. Never do business with this company. The carpet is cheap, installers are corrupt, bad customer service and don't meet scheduling which causes all sorts of problems. DO NOT USE THIS COMPANY!
AVON, MASSACHUSETTS -- We had called National Floors to come to give a price to install carpeting in the living room. The salesman was very nice, we picked out the carpet from the samples. We then talked about the layout for the carpet and he suggested the long seam should be in the low traffic area against the far wall, having had many carpets installed, I was aware of the seams "fraying" and agreed.
Now comes the install day. The two installers were very nice and knew what they were talking about and pointed out that instead of no seam in the high traffic area, there were 3 patch seams, totally different from what had been promised. I was sure it was a mistake and called the company and got the secretary who spoke to the "install manager" and was told they will not change it and he will not talk to me.
I insisted on talking to him and he finally came to the phone. He told me he will not change the seam locations and if I insisted he will charge a restock fee and a higher price for the carpet. I raised my voice in disapproval "but with no bad language". His answer was to "go ** myself," and he hung up. I am now headed to small claims court because they won't even give my money back. KEEP AWAY FROM THEM. I am also filing a complaint with the "BBB" although I understand I will only be one of many.
My husband and I hired NFD to install carpeting in our house. The day of the install was the day before my baby shower and I explained to our salesman MULTIPLE times that if anything went wrong and I did not have my carpeting finished in time, he would wish he never took this sales call. In addition he accused us of making up the brand of carpet we had a comparable quote on, he didn't believe that the price we had from Home Depot could be on the same brand, so he told us we made it up... we were on the phone with Home Depot in his presence. I was incredibly irritated. However we just wanted the carpet done ASAP so we went with NFD, BAD CHOICE.
The day of the install my husband instantly noticed there wasn't much carpeting delivered. The installers did their job fairly well, but as soon as they got to the last area to be carpeted it was apparent that there was not enough carpet. My husband asked how much carpet they received from the warehouse, and to his surprise it was 720 sq yards when we were quoted, AND PAID FOR over 800 sq. yards.
My husband called NFD and explained to them that they needed to get the rest of the carpet to our house ASAP, they told him that it couldn't be delivered until Monday. So we settled for having a huge seam in the middle of the hallway, where it should have been one piece, and carpet that didn't extend all the way to the wall, it stops just under the base board. In addition in the days after the install we noticed that there are "lumps" under the carpet in many areas, as if they carpeted over rocks.
We continued to let all of this slide because neither one of us wanted to deal with NFD. However, today when I was walking on the carpet over to a hearth (where the carpet ends) I was punctured in my foot, three times, by a tack strip that is sticking up through the carpet. I then had to clean blood off of my relatively new carpet. I am infuriated. There is no reason for that tack strip to be protruding through the carpet. NFD will be receiving a VERY irate phone call. Their service is absolutely ridiculous. Home Depot is cheaper and much more reliable.
My husband and I were undecided between National Floors Direct and Empire. After doing our research online, we found that both companies had mainly bad reviews. We had both companies come give us a quote on carpeting our newly finished basement. Empire came out first and their initial quote was $4300. After I told them that was way out of our price range, I went back and forth with the salesman and he eventually brought the price down to $2500.
National Floors came out second and showed us carpet samples that were of the same quality of the one we chose from Empire. Neither my husband nor I were too keen on any of the colors they had to offer, so the salesman went back to his truck and brought out samples of a better quality carpet. We did find a few colors that we liked and after much thought, we decided on one. National Floors automatically beat Empire's price by 15%, bringing the quote down to $2100.
The next day I called Empire and told them I was cancelling the order with them because National Floors was giving us a better carpet for a better price. Empire came back and said they would do it for $1800. My husband and I are expecting a baby in a month so we wanted to pay as little as possible and we accepted. I called National Floors back and cancelled my order with them. I did call on a Sat, and their office was closed so I left the message with the answering service.
I got a call back on Monday from National Floors, and they asked why I was cancelling. I gave them my reasoning and they offered to go down to $1500. I told them we were tired of the back and forth game so we were going to stick with Empire. The guy then said the because we had scheduled installation for Tuesday and they didn't get the message until Monday morning, they had already cut and prepped the carpet for our house, so he would give it to us for $1100. Of course we couldn't pass that up, especially since it was a better quality carpet than the original one that Empire quoted us at $4300.
I got the call Tuesday morning saying that National Floors would be there after 4pm. My only complaint is that they didn't give me a time frame so at 6pm when they weren't at our house, all I could think about was the many reviews I read about National Floors failing to show up for their appts. I made a call to National Floors and the man who answered was very helpful. He was able to contact the crew and had them call me. They said they would be at our house in about 45min.
An hour later, they arrived. They got right to work, but unfortunately they were unable to nail into our concrete (they don't have air guns, they just use a hammer and nails), so they had to use liquid nail to put down the tack strips. We were told by the salesman that this might happen, so we weren't too surprised. The two guys said it had to dry for 24hrs and they would be back the next evening, around 6pm. Again, all I could think about was the bad reviews I had read.
The next evening came, and at 6:30 the doorbell rang. It was the two young men from National Floors. They got to work right away, laying down the pad and then the carpet. We also have two poles down stairs and we asked if they could leave extra carpet so we could wrap them up later. The guy said he would wrap them and use the liquid nail for us as a favor. Both men were very courteous, clean and hard working. They kept going until the job was finished at nearly 11pm. It was a big job, a LG family/playroom, bedroom two closets and a stairwell.
When they finished, they vacuumed up the carpet and picked up all of their things. They didn't do any damage to our walls at all (another complaint we read). We are so happy with the job they did and are so happy we didn't let all of those bad reviews scare us away. I will definitely tell anyone I know, who needs a carpet installed, to call National Floors Direct! Great job guys! Thanks!
I had $3750 worth of carpeting installed in my home in March of 2008. I won't even get into the no shows and lies that I was told as to why they had to cancel or did not show up. I finally got the install, but they came at 4:00 for quite a big job. These two foreigners that told me that they just learned how to install carpet. They did not leave my home until 1:00 in the morning.
Fast forward to August of 2009. I start noticing humps in my carpet in three different rooms. My great room or living room is the worse and it has humps or wrinkles in six places. After investigating online, I discovered that this is caused by poor installation. No, you don't say! The carpeting should have been stretched with a machine. What has happened is the carpet has stretched. I can't get them to come over and repair it.
It took me three weeks of phone calls to even get a firm appointment. That was for last Friday. They never showed and I called and complained and I was told they would be here on Monday. Monday morning, I called to confirm the appointment and I was told to expect them between three and six. I would have preferred an earlier appointment, but I was anxious to get them here so I did not complain. It is now six thirty and no show and no phone call.
As I was typing this a commercial came on TV for them stating that their carpet is guaranteed for life and they will come right over to remedy and problems you may incur. What a joke. Please do not use these people. The labor is poor to say the least and they lie to you. Don't make the same mistake that many of us did. I will never use these people again and I will do whatever I can to let others know the truth about them.
MASSACHUSETTS -- After seeing the numerous commercials on National Floors Direct I thought why not get an estimate. We wanted new flooring for our lower level for a long time. First off the man came to my house and was very nice and sold us on laminate and berber carpet. We told him we had a puppy and child and were looking for the most durable carpet and one that would not show things. He told us to go with the berber, that it was very durable and would hide any stains should they occur. Well he was right about that. However he FAILED to inform us that berber is not a good fit with dogs.
From the time I signed the contract to today I have been treated horribly. Once they got their money they changed completely!!! My carpet has been in for 5 mos, and it is fraying all over the edges up against the wall where no one even walks. I was vacuuming and a loop got caught and it all frayed. I called National Floors to be connected to 5 different people all of whom had no idea what to do, and stated they were not responsible.
I demanded someone come out that I would pay for it b/c I did not want the entire rug to become a ball of yarn. Well, they have sent people out who cannot even speak English and they just talk to themselves and say we will call you tomorrow. Which they never do. Finally after 4 sets of people coming out to my house and doing nothing I asked to speak to a manager, who was just as unhelpful as any of the others.
As of now my carpet is still a mess and they have done NOTHING to help me. They are a fraud!!! They lie and say they have the best prices, that's a LIE. I paid over 2000 for my flooring and my lower level is small, I have a split level with a 2 car garage so it's only half the house. My neighbor went with a private company and had the same thing done for half the cost and amazing customer service and got a better carpet. I will NEVER use them again, and I would not recommend anyone to use this company, they are AWFUL!!! Worst experience I have ever had!
MASSACHUSETTS -- Their policy states that if cancellation to the order is made within 3 business days then the customer should then receive the refunded amount within 10 days. I submitted my cancellation via certified mail within the three days of my order and know that it was received by them on 4/7, therefore per their policy I should have received my refund check for cancelled services on 4/21.
I waited until 4/24 and called their 800# when I still had not received it. The woman I spoke with said it had actually just been issued on 4/24 and should receive it via first class mail in 2 to 3 days. Therefore they had reneged on their 10 day policy, but I remained patient. On 5/1 when I still had not received the check, I called again. They said to give it one more day and then to call back on Sat. 5/2 and they would put it into their accounting.
I called again on 5/2 and a woman stated that she herself hand writes the envelopes the checks go out in and was sure the check went out on 4/24. She would send a note to her accounting department and would call me after my mail normally arrives at 2PM on Monday 5/4 to ensure I still had not received it. No one called on 5/4, so I called again on 5/5 and told the woman I spoke with this time the same information. She stated that she would check back with her accounting team and would call me back by the end of the day. No one called again. Today 5/7, one month after my cancellation was received by them I called again.
After explaining all of the above to the woman that answered the phone, she put me on hold and then came back stating that the accounting team had been on vacation and they had just gotten back and were running checks again today 5/7. I asked why I had not been given this information previously as I had been told my check had been issued 4/24, and she said she did not know, so I said "I wanted my check FedExed to me so that I was ensured delivery."
She said she would have to check, she came back on the phone and changed her response to say that my check had been cut on 4/24 and that she would have to go to accounting at the other end of the building to track it and have them cancel it. I told her that was the same thing I had been told on 5/5 and no one called me back so I would hold.
After being put back into their hold queue randomly answered by a few people and 40 min. later, she came back on the line and told me that Accounting was out of the office at a meeting and she could not authorize my check to be sent FedEx. So I told her to put me on with whom could authorize, and I spoke to her manager. He said they would absolutely not FedEx the check to me and could provide no guarantee as to when or how I would receive my refund. All he could guarantee was that I wouldn't be receiving it FedEx. He seemed to only be clear on that point.
When I offered to pick up the check, he stated accounting was now in an off-site location and he did not have their address (so much for three people telling me they were on the other side of the building). So now I am out $1000 with no hopes of receiving it back. I should be getting the interest on this loan I provided them. If they ask for your money that day, DO NOT GIVE IT TO THEM! If you change your mind you'll never see it again, even if you do adhere to all rules in their policy.