WOBURN, MASSACHUSETTS -- My mother who is 91 just had carpet installed in her basement. This carpet was very light in color. They installed carpet in 2 bedrooms and a living room. 2 of the rooms had ripples in the carpet. I had called the salesman ** to let him know about the problem with the installation. He said that he would have someone call me and set up a time to correct the problem. After 4 days I had not received that call so I called National Floors direct and talked to a customer service representative. I was told to take a picture of the ripples and send them into the complaints depart. and then they would review and decide if it is necessary to send someone to the house.
Now I have never heard such a thing, anytime I had a problem with an install, they would come back out and at least look at the problem. Oh by the way, when I talked to the customer service representative, she said that the salesman could not set up a person to repair the installed carpet, so I got lip service from the salesman. Looks like National Floors Direct ripped off a 91 year old woman. Please do not buy from them. No wonder they were so forceful in telling us to have a bank check with the balance ready before the installers even enter the house. Do yourself a favor, stay away from National Floors Direct. YOU GET WHAT YOU PAY FOR!!!
AVON, MASSACHUSETTS -- I cannot believe this company can continue to rip people off. The carpet was installed and is separating at the seam. It's 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, **, 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 ** 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 through the carpet.
Now when I try to call the number I get a recording. Of course I called the salesperson who sold it to me, ** 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.
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.
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!
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.
BROOKLYN, CONNECTICUT -- Description of Problem: When I talked with the salesman ** it was verbally agreed upon to do no seams with the install. We both actually walked into the hallway and discussed it. It was stated NO SEAMS. In my 16 foot hallway the installers were going to do a seam at a busy junction of the hallway that the three bedrooms enter into. This is not acceptable. I called the company and talked with Installation manager and it was stated to me that that's the way it is.
The installers stated that there should not be a seam in this area and also ** stated the same to me and added "this is ** UP," as I spoke to him. I then called and talked to the Customer service manager, ** in Wallingford and explained the situation to him. He will do nothing, ** stated that it was not on the contract so basically tough luck. During these phone calls the installers stated they had to leave. I explained to ** the mechanics of the traffic area and I was told "tough luck" it is not stated on the contract. I was then told to buy additional carpet to fit this need. Now that's the job of the salesman to state these things.
Then as the installation was going on in the bathroom there was considerable damage done to my wallpaper, doors and door frames based on the installers dragging the carpet across the wood. The installers also damaged the baseboard molding by cutting the carpet up against it. While removing a closet door the installer hit his hammer claw against the molding and took a piece out of it. While the installer was done with his stapler, the oil from the gun stained the bathroom wallpaper.
The bathroom carpet is not cut in correctly, installer stretched the heck out of it to force a miscut to the floor molding. ** in Wallingford and ** in the Mass area would not do anything for me and would not tell me their bosses name to be able register this issue with them to get it resolved. I was going to have other rooms done by them but my confidence in this company is non existent at this time.
I am in the process of getting in touch with ** to resolve this. But have not got in contact just yet. I also am writing to the Consumer Protection Agency and have an interview with Fox News for a Buyer Beware shoot. I am also getting in touch with Richard Blumenthal, the Atty. General to inform him of this practice of Bait and Switch. They sold me one thing then come out and piece it together using (my guess) a leftover from some other job and capitalizing on the profit.
My house is damaged and the install (excuse me please) is not professional. They are not coming through with what was sold to me from their salesperson, come in and do a hack job and damage my house in the process. I do not have any wallpaper to match the bathroom based on their damage, so to repair it the entire bathroom will have to be stripped and redone.
The moldings will have to be replaced and stained to match, the door and frames will have to be re finished and re stained to match. If this is not resolved in a timely manner then I will go to other sources to let this situation be known and let others know about this unfortunate incident. I anticipate hearing from the company to quickly to resolve this.
Settlement Sought: I simply want the carpet in the hallway done without seams as agreed upon with the salesman ** and at the cost/price that I was given. I need the damage caused by the installers fixed to make me whole again as I was before. Woodwork, door woodwork, frames and wallpaper. I do not want the excuses from the company of this and that, with justifications after the fact of their error of selling something that they can not deliver IE written or verbal contract. And baiting me for reasons that are not substantial.
Simply install the hall carpet without seams and fix the damage done by the installer along with fixing or replacing the bathroom carpet based on it not matching to the baseboard in two areas. Now they come out, inspect the damage, I gave them 5 estimates and the damage is $1015.91. They actually have the coconuts to tell me I have to pay them for the carpet that is not finished in the hallway and then wait for a check for the damages. These people are nuts.
WARWICK, RHODE ISLAND -- Had a sales representative over the house on 1-5-09 to price out a carpet installation in my family room. Salesman was very nice and decided on a discontinued carpet at a great price. Saved more by agreeing to remove old carpet and moving all furniture. Paid a 10% deposit up front by check and decided to use their finance option.
Salesman informed me that because of the time of night of our purchase he could not run the credit application until the morning and would contact me in the morning if there were any problems. I said fine and that regardless of credit outcome I still would purchase the carpet in cash if necessary. The contract was signed and an install date of 1-19-09 was written. Here is where the fairy tale ends.
I did not hear from the company again until 1-17-09. On this day I received two calls from the install dept. reminding me my carpet was to be installed on 1-19-09 with a window of 9 A.M. to 12 p.m. With all in line the night before the install I removed all the old carpet and stacked all the furniture and computer in another room. This was all done last minute because my wife runs a business from the family room and my two yr. old daughter is confined to this area as a playroom as my wife works.
The day of the installation came and by 12 noon no one had showed. I call. I am told by a representative that the installation crew was running late due to overnight snow and would be there any minute. No problem. One thirty in the afternoon still no one. I call again I speak to a representative by the name of **. I explain to her the situation, she says she will speak to the install sup. and find out what's going on. She returns to the phone and tells me the sup. spoke to the install crew and they are in route to my house. No problem.
TWO HOURS LATER STILL NO ONE (THREE THIRTY NOW). I call again this time demanding to speak to whoever is in charge. This time I get ** on the phone. ** says he will get to the bottom of this. ** returns to the phone to tell me that my carpet did not leave the warehouse today at all for the install. He informs me there was a problem with the financing and they were unsure of the method of payment going to be used.
I informed ** of the fact that I was told by the salesman that if there were any problems with the financing he would call me the day after the sale, and that in addition to that if there was a problem I would pay cash. I also further explained that I was lied to all day by his reps. stating that the installation crew was on their way. I then ask ** "what are you going to do for me now?" ** says he will call me back to see what he can do.
One hour later still no call from **! I call back AGAIN! This time I get **'s boss **. ** informs me he will give me a coupon towards my next purchase. ARE YOU KIDDING ME! A COUPON TOWARDS MY NEXT PURCHASE! I tell ** I want the coupon applied to this purchase and the rug installed the next day at nine a.m. ** tells me "no".
I inform ** that I have lost more money this day without my wife's computer and phone for her business than the price of this carpet, and that I was to lose even more money by having to take yet another day out of work to have the carpet installed the next day, not to mention a two year old with nowhere to go because the rug was ripped out with tack strip exposed everywhere and glue all over the floor from the old rug. ** refuses to discount this purchase in any way. I cancel the order and demand my deposit money back. ** tells me he will mail me back the deposit (still waiting we will see what happens next).
I have lost a lot of money by trying to use this company and fully intend to warn all others of this horrible experience of outright lies and extremely bad customer service. I fully intend to contact the BBB and a family attorney regarding the fact they breached a signed contract. Stay tuned, I will have further developments...
SMITHFIELD, RHODE ISLAND -- At the end of this past May 2008, my husband and I decided to do our living room over, which included brand new wall to wall carpeting for the floor and a new matching runner for our oak staircase. After having had a bad experience with Empire Today, who couldn't even show up for TWO of their missed free estimate appointments a year or two ago, I decided to give NFD a try. I guess like a lot of these big businesses, you never actually realize how big and un-customer friendly a company is until you have to lodge a complaint.
My experience with NFD started out okay. The nice young salesman actually showed up for his appointment within the agreed upon time. These days, that seems to be an accomplishment all its own. He proceeded to bombard me with two arm fulls of carpet books, which we slowly weeded through and classified as good, better, & best quality. It was almost like playing 3 card monte on the streets of NY. You never quite know where the good quality for the best price actually is in the pile. I even had him give me a price for another room, that I was thinking to have done at a later date.
All in all, I went "middle of the road" and came out with a price of $1,200 for my 16x14 (small living room) and 15 oak stairs (bound runner). The price right in line with another I had gotten from another company. And subsequently gave him a $250 deposit, which the balance of, would be due on the day of the carpet install.
We had scheduled the install for approx one month later because my husband and I were still having the painting done, etc., and the salesman had advised me that the floor installation would be one day, and the bound runner would have to be a separate day because the installer actually measures for the stairs and the "carpet binder" only comes in on Tuesdays to do the bindings. I agreed that that would be fine. Furthermore, he advised me I would receive a confirmation call the night before the installation day, and a call the morning of the install with an approximate time frame.
Well needless to say, the night before the installation came and went without a phone call. At approx 9pm, I called the number and spoke to a gentleman at the answering service, who stated the message to call me would be forwarded to the installation dept. The morning of the installation, I again waited until 10am before I had to call AGAIN. I dialed the prompts for the installation dept. only to get a recording stating their business hours (which by the way, stated an opening time of 8am… it was now 10am), so I left a second message trying to confirm my appt.
After about 1 1/2 hours later, I received a call from the Barely English speaking installer stating he would be at my property at about 1pm. Shortly after, I received a call from ** the install manager who said the installer should be calling me with a time (no apology whatsoever). At that time, I proposed that I pay for the flooring actually being installed that day, and the balance for the runner to be paid the day it is actually installed. I was afraid I would pay it in full, and possibly have to jump through hoops to actually get the runner installed later.
"I'm sorry ma'am, that's not the way we do it, the full balance will need to be paid today. I don't know who you've dealt within the past, but you don't have to worry about that with us." He then gave me his PERSONAL ASSURANCE that the runner would be bound that following Tuesday and installed for me two days later on a Thursday.
At approximately 1:45pm (45min late) the van pulled up to my house, and contained three gentleman. Only one of which, could actually speak English, and not very well I might add. He hands me his clipboard and asked me to call in and pay the balance of the job while they worked, which I did. They were quick, and seemed to do a good job. The installer took the stair measurements for the runner and reiterated the binder's schedule etc... I advised him of the conversation I had with **, and advised him that he is already scheduled to come out the next Thursday to install it.
The following Thursday morning comes at approx 10am, and again, no call the night before, and no call the morning of. I AGAIN, called the installation dept. which was answered by ** the installation Manager. I advised him of who I was, and that I was calling to verify what time the installer would be at my house.
You're going to love this, he said " Oh yea, you're the runner that was overlooked Tuesday night, so your runner won't be bound and installed until next week". WHAT?! I went off, "I'm sorry." The actual "apology" I received during the conversation, really wasn't one, not to mention there was no compensation or consideration given for my time or inconvenience.
I am so tired of the unreliability and zero accountability of these companies. If any of my employees pulled this crap with our customers we would be out of business! From reading some of the other reviews on this site, I've escaped with only minor cuts and bruises so far… We'll see next Thursday.
I guess its like most things, beware of a company that refuses to give their CEO's names and info when asked, and research the complaints (if possible) as well as the reviews before doing business with this company or others like it. THANKS FOR THIS SITE... I actually almost feel better now that I've said my peace.
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?
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.