National Floors Direct Carpet

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1.0 out of 5, based on 7 ratings and
43 reviews & complaints.

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Horrible Service
Posted by on
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. They 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 hard wood 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 hard wood 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 its 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.
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You Get What You Pay For - What Are You Complaining About???
Posted by on
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 Lowes 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?

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Alain on 09/16/2010:
Low prices do not excuse substandard service or faulty installation by any company.
you get what u pay for on 09/17/2010:
I wholeheartedly agree! My posting was a bit of sarcasm.
Alain on 09/17/2010:
I know! I enjoyed it!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor Quality Carpeting and Installation
Posted by on
Rating: 1/51
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 on
Rating: 1/51
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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Customer Service, Installation manager
Posted by on
Rating: 1/51
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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I got a missing Enchilada in my house!!!!
Posted by on
OK, I am morally obligated to write this review. PART 1: This review will tell you how to get a MASSIVE discount, and (PART 2) some rules you need to know to keep yourself protected.

PART 1: Make sure you get a very cheap WRITTEN estimate from a local company. Hopefully you know someone that can give you one, or just go for the cheapest carpet, that is similar to the style you like. When NFD representative (BOB, Providence RI area) gave me an estimate, he said '$1900.00.' I said 'we'll call back.' He said, 'what do I have to do to get a deposit.' I said, '$800 and I have a written estimate.' BANG! just like that $1100 off the CARPET!
So please do this, you will save a bunch. This part is 5 stars. I saved a lot and the quality was pretty good, not the best, you can see the seam, but whatever. They left some nails and crap in the area, again whatever.

PART 2: The reason I am giving 1 star, is the installers messed up my house. In the commercials, they show professional come to the house to do the work. In reality, they were nice guys, but unprofessional. Hats on backwards, you know, cool when you're with friends, but at work?? 3 Guys, 1 was one of the installers son. (Who by the way was upstairs watching my TV.. interesting,) The main problem is, these guys used my downstairs bathroom. This bathroom is not finished, has tools all over the place and just doesn't work yet. SEWAGE BACKUP!!!!

Cost me over $1000 to fix it (Good thing I saved it in the carpet cost!) . And I still need to tear down the bathroom shower. The problem is, they never asked me to use it. The main and biggest problem is, I paid NFD for the carpet, when I told them the issue (Carl, customer service), they were nice and said they would help. When it was all set and done, they didn't do ANYTHING. They send me the installers insurance information and tell me to go through my insurance, I just got my policy, and it is not something I want to do. So again, I paid NFD, they took my money, and never gave me a lick of support.

So, go for it, use NFD. Just WATCH THE INSTALLERS. (The customer service guy said that to me, he said, 'its a fact that you left the installers alone.' I didn't realize I was supposed to watch them and I didn't realize that they were going to take a crap in my bathroom and watch TV at my house.

AGAIN USE NFD WITH CAUTION (I won't again or anyone else I know, but you can, you also have EMPIRE FLOORS to try) GET A CHEAP QUOTE!!! THEY WILL MATCH AND WATCH THE INSTALLERS.
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Anonymous on 04/08/2011: sounds like you ended up paying close to the original amount anyway. You left the installers alone in the house? That is usually not a good idea. My mother does that, and it worries me. You never know what can happen, and if something does happen, it turns into a big mess.
I'd rather pay full price and have the job done well, with no mishaps or extra costs, but thank you for your review.
Skye on 04/08/2011:
I like your review, especially the title.

I would NEVER leave anyone alone in my home to do work of any kind. It's just not worth the risk of being robbed and having a lousy job done.

Thanks for sharing your experience!
madconsumer on 04/08/2011:
did you notify the installers the bathroom was out of service?

what was it about the enchilada?
trmn8r on 04/08/2011:
When contractors do damage and say they are going to make the situtation right, I am always on the alert. In my experience they will try to get away with the absolute minimum work/money.

They wanted to pawn it off on their insurance company, which I suppose they have the right to do.
Anonymous on 04/08/2011:
Mmmm....enchiladas...too hungry to actually read the review
Starlord on 04/09/2011:
Shorty, you didn't miss anything. The enchilada was never mentioned again.
trmn8r on 04/09/2011:
I was thinking I would find out that the contractors left an enchilada in the bathroom or something. I was disappointed when it wasn't mentioned again.
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Terrible Company
Posted by on
My husband and I hired NFD to install carpeting in our house. The day of the install was the day before my babyshower 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 bran 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 720sq yards when we were quoted, AND PAID FOR over 800sq. 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. There service is absolutely ridiculous. Home Depot is cheaper and much more reliable.
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Weedwhacked on 09/30/2010:
"The day of the install was the day before my babyshower 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."

Start a transaction like this and you're sure to be asking for trouble! Be Nice!
Weedwhacked on 09/30/2010:
"The day of the install was the day before my babyshower 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."

Start a transaction like this and you're sure to be asking for trouble! Be Nice! It's not their fault you waited until the last moment.
PepperElf on 10/01/2010:
exactly, weed.

why would you start a sale with threatening the company?
Skye on 10/01/2010:
OP, I can understand your wanting it done properly and in time, but waiting until the day before your baby shower was kind of pushing it close.

Now you seem to have been annoyed at them from the start. Maybe it's hormonal, maybe its just because you were irritated about everything. But you are entitled to good service and installation. Although, it isn't very nice or professional of you, to make threats to the salesperson. I guess he/she needed the commission because I certainly would of not wanted to deal with someone who was threatening me before anything was even started.
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Extremely Satisfied Customer! Don't let bad reviews scare you!
Posted by on
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 then 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!
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dan gordon on 04/16/2010:
the simple fact that a piece of carpet would vary from $4300-1800 shows that these national companies simply aren't legit. Flooring normally has a 45% or so markup. Labor pad and pullup are fixed costs. A legit business doesn't quote an unrealistic price and wait for you to object. Your buying OK products at a super inflated markup just to dicker and probably buy it for a little more than you should have paid dealing with a regular store. Do people honestly believe you buy one room and get two free or free labor? While your happy it shows the other side as well. Its still better to shop locally with a small retailer who gives good service. Empires salesmen all are 'independent contractors' who can set their own prices.
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Do not use NFD under any circumstances
Posted by on
I had $3750 worth of carepeting 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 on line, 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 what ever I can to let others know the truth about them.
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National Floors Direct Total SCAM!!!!!!!
Posted by on
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 vacuming 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 un helpful 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 its 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!
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dan gordon on 07/02/2009:
any loop carpet will fray if you pull a loop. They could seal the seams better which would avoid further fraying. You got bad advice but you may have a claim for improper installation.
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