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National Floors Direct Carpet

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43 Reviews & Complaints

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Posted by Stroller Shopper on 06/19/2008
RHODE ISLAND -- A very nice saleswoman came to my house and gave me an estimate for wall to wall carpet. I put down a $100 check deposit. Along with all the paperwork, she gave me a cancellations notice which stated I had 3 days to cancel. On the morning of day 3, I got a better deal with my neighborhood carpet dealer. I immediately went home and called 888-400-FLOOR and talked to Michelle at their call center to cancel and she stated I was still within the 3 day grace period. Simply sign and mail in the cancellation form the saleswoman gave me. I IMMEDIATELY went to the post office and mailed the form.

Then, I noticed that my check was immediately cashed so I called a few days later to follow up and find out why my check was cashed since I canceled. I was bounced around from person to person since the "people at cancellation department aren't here yet." Finally I get a call from "Cora" who states they haven't received the cancellation form in the mail (impossible because I'm only 40 miles away from corporate headquarters). She tells me as soon as form is received I will get $100 refund in 7-10 days. Well, 1 month went by and I call them to find out what is going on. Again, I get "Cora" who tells me my cancellation went through on their system but my file is lost and no one can give me my money without the forms. I offer to fax her all my copies but she states "those are not the files I need."

I threaten to call Attorney General's office and I demand to talk to CEO of company and she tell me there isn't one, and that she is in charge of everything and no one else can help me. I contact the Attorney Genera;s office and send the CEO copies of the complaint figuring they will realize I mean business. They did nothing. I call again and get "Cora" who yells, is irrational, is apparently a dim wit who they have somehow put in some kind of position of authority and is mad because I contacted the AG and who now says I never canceled and states I will not get my $100 back because I voided my own contract by not returning the form in 3 days.

This company has committed corporate robbery and I am doing verything I can to recover my money. I have filed complaints with the Massachusetts Bettrer Business Bureau, Massachusetts Attorney General's office and if this is not rectified I plan to hold a demonstration at the next Boston Red Sox game since they are "The Official Flooring Company of the Boston Red Sox." See if that gets their attention.

They are thiives with a corporate name.

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Posted by madconsumer on 2008-06-19:
when will people stop demanding to speak to the ceo and higher up supervisors.

geesh ...........
Posted by Ponie on 2008-06-19:
To give themselves a feeling of importance.
Posted by MyDogsMom on 2008-06-19:
It's probably wiser to get several estimates before forking over any cash. Once you have estimates, check the Better Business website, google the company and check out this very site. Mull it over a few days...the floor ain't going anywhere and THEN give a deposit.

Posted by Anonymous on 2008-06-20:
If your check was cashed, it was probably done so prior to your cancellation since your bank account showed it as being presented for payment.
Unless you sent the form express mail, it usually takes several days to get delivered and several more days to get processed once a company receives it (especially if it is a corporate headquarter). You should have sent it return receipt required at the very least.
I am guessing that a $100 refund isn't going to be high on the Attorney Generals list of hot issues unless there are several hundred similar complaints.
Posted by jillian79 on 2008-07-02:
this company is a circus they have very bad bussiness ethics they even sign up to her to give them selves good reviews you cannot get any ceo because their are none ,this company is fulled with a bunch of white collard thives...
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Buyer Beware Do Not Use This Company!
Posted by Cantoine on 09/20/2013
AVON, MASSACHUSETTS -- I cannot believe this company can continue to rip people off. The carpet was installed and is separating at the seam ~ Its very obvious. I filed the complaint as directed with all the proper info and photos. Never heard back from them. I followed up and was told that "they don't cover pulls" This is not a pull, the rug is separated at the seam across the entire room! The gal that answers the phone initially, Livia, knows how to blow off your complaints as she surely gets a lot of practice.

Each time I call, I am told that the manager Paula is going to return my call, but has NEVER once. I told her that I was confident if they would just send someone out to look at the rug, that they would certainly want to fix it, as it is undeniably separating due to poor installation. Also, the glue that was used is seeping thru the carpet.

Now when I try to call the number I get a recording. Of course I called the sales person who sold it to me, Jim 508-345-2100 and never heard back from him either.

Save yourself the anguish, please please please do not use this company. I will be filing with the Attorneys General of Massachusetts and of course the Better Business Bureau.
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Posted by bigbeary on 2013-09-20:
You should have checked first they have a very bad reputation.
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Poor Quality Carpeting and Installation
Posted by Shoman on 01/28/2013
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.
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Very Bad Experience
Posted by Nji9297 on 08/10/2012
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 funiture around in the rooms. The carpenters were given permission to signoff 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!

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Do not use any of the National Floors Direct companies
Posted by Vdrumming on 06/11/2012
MARYLAND -- I recently call National Floors Direct for a carpeting project in my home. I Schedule the installation, after 2 months the carpet was a nightmare it was not installed properly, it started ruffled up all over my house, and when I complained, the customer service was horrendous. Nobody cared about all the money I spent having this carpet installed living on disability. I will be sure to tell everyone I know what a terrible experience I have had, and I will recommend National Floors Direct to no one. They did not repair the problem, after I file several complaints. What goes around will come around.
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Customer Service, Installation manager
Posted by Newportdu on 05/09/2012
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 f**k 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.
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Bad Service & Poor Customer Service
Posted by Mcaaki on 05/04/2012
I am a businessman in Massachusetts. This company is one of the worst companies I have ever come across. Their customer service is delightful while they are trying to get your business. They demand a personal check as deposit. Once they take your order they demand a certified bank check for the entire balance before they install anything. Customer support was rude and offensive. Go anywhere else but don't give your business to these crooks.
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Painful Customer Service/Don't Do IT !!!!
Posted by Mcaaki on 05/03/2012
MASSACHUSETTS -- Want all money upfront. Don't do it. Customer Service confrontational and argumentative. She hung up on me. I looked @ the carpeting they sent out to install while it was still in the truck. Horrible quality. Showed up late with only one person to install 3 rooms and stairs. Misrepresentation of product. Took my deposit money and refused to give it back. Now I must deal with Attorney General's Office. Whatever happened to "the customer is always right?" What happened to service in this country? The whole process has been nothing but upsetting. Don't do it!!

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Sell you a bill of goods and don't stand by it
Posted by Shrh on 07/27/2011
Please go elsewhere for you carpet or flooring. They come out and sell you the world and push the 10 year warranty. When there is a problem they will not call you back or even honor the warranty.
They are so rude that they hang up on you and will not call back.
PLEASE save yourself the hassle.
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Posted by Alain on 2011-07-28:
I did a quick search and found multiple complaints with National Floors Direct on 11 different websites including this one. That really doesn't inspire a lot of confidence in their product or service. You may also wish to file an official report of your experience at http://www.ftccomplaintassistant.gov
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National Floors Direct -- Do Not do business with them!
Posted by Mnqj240a5 on 07/10/2011
We had new carpeting put in every room of our home except the kitchen and bathroom. They were supposed to arrive between 8 am and 12 pm. We waited and waited and called to complain and the woman at the office said they were on their way and would be here around 3pm. They didn't arrive until about 7:30 and stayed until 12:30 in the morning while we sat outside on our deck in the chilly September air. And, I have to say, I really do not like this carpet at all! We've only had it for 9 months and it's all matted down like we've had it for 20 years! Also, my cats have always had a habit of sharpening their claws on the carpet on our stairs, and it NEVER effected our old carpet. This carpet has threads sticking out of it everywhere and it's actually down to the white canvas liner on the top of our stairs! Not to mention that the carpet itself isn't even soft to walk on! (And we bought the "premium" carpet). Also, my daughter has slipped on this carpet 3 times when walking in bare feet and fell down our stairs! Thankfully she wasn't badly hurt! Not only is this company unreliable with their appointment time, the rug itself is awful and very poor quality! We're in the process now of waiting for a claim form to come from them after my husband called to complain.
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Posted by Alain on 2011-07-11:
Let us know how they handle the claim. I'd like to see if they resolve this to your satisfaction.
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