National Floors Direct Flooring

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1.0 out of 5, based on 4 ratings and
18 reviews & complaints.

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Horrible Installation And Even Worse Customer Service
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We were getting wood floors upstairs to match the downstairs. Our representative (D DF) showed us wood that would match exactly as the wood downstairs. When the installers arrived, the wood they had was darker than what we were shown. When we asked about it, we were told by the installers that that is what we picked and that it is impossible to exactly match colors. We let it go....our FIRST big mistake.

They said they they would be done installing within 5-6 hours. They came in at about 9am, and were at my home till about 2am. YES 2 AM!!!!! All we had to do was the upstairs foyer (from the top of the stairs to where the rooms just start - a VERY SMALL AREA) And at 2am....they were still not done!! They said they would come back the next day. When we looked at the work properly that they had done the next morning.....we were SHOCKED!!! There were cracks and splinters ALL OVER THE FLOOR!!! Apparently they were hitting the nails in too hard (which the installers themselves admitted to us by the way).

We were very very displeased and let the installers know. We even called the company. We were told that the company could not authorize for more material (as though it was OUR fault that the installation was not done right the first time!!). So the installers said that they had someone else's products in their truck and that they would use that to "repair" our floor....so now we were talking about repairing BRAND NEW FLOORS using SOMEBODY ELSE'S WOOD!!!....we even accepted THAT...our SECOND BIG mistake.

After this everything went downhill. They came back the next week and took out individual pieces of wood and put in somebody else's wood(which happened to look a lot like ours). Afer they were done "fixing" the floors (which by the way took all day again), we found MORE problems!! Now the pieces that they had fixed was actually coming back out!! In areas where there should have been wood, we had wood fillers....and nails were popping out from some areas as well!!

We called them back again and complained AGAIN. So a woman I spoke with said they would send out an inspector to inspect. When we asked about the installers, if they could come back and fix it, we were told that they no longer worked with the company (NOTE - 1). So they send out an inspector (S), who said I should hear from the company within a week.

Two weeks passed, and I did not hear from anyone. So we called back and after explaining what happened (for the millionth time) were told by P that someone will call us back in 20 minutes about the issue. No one called. I called back and was put on hold for the longest time, after which I was given an appt for 09/05/08 (exactly 2 months after the floors were first installed) and was also told that the inspector no longer worked for them (NOTE - 2). We were frustrated by this time. But figured as long as someone was coming back out, it should be OK...our THIRD BIG mistake.

The woman I spoke with said someone would call me in the morning and give me a time frame. I did not receive any call. So I called them around 12pm, wondering what was going on. I was told by M that someone would come in at 5pm the same day. No one showed up or called...no surprises there!! I even called the company at around 5:30pm to make sure someone was really coming, and the automated system said that the offices close at 6pm. The very next line said the offices are closed now!!. So I called back the next day, spoke with a person named R, who said someone would come by on sat (09/06/08).

This guy was an installer for them and I guess maybe an inspector too. When the inspector arrived, he said the company respected his opinions and he said in HIS WORDS "I am so sorry your floor turned out this way. This quality used is not really good. The installers did a bad job, and I feel very bad about it. But the problem is, it was someone else who did this job, not me or my people. So it is very hard for me to fix it. The entire floor will need to be replaced. I am so sorry you guys are going through this". This was HIS EXACT WORDS TO US. He said he will talk to a Tony who will call us on Monday and let us know what is going on.

No one called on Monday. So I called back Tuesday, and was told by P again, that someone will call me after 11am on wed (09/10/08). So I told him no one from your company EVER calls back. So I am telling you that if no one calls me, I will call back around 12pm. He said OK. So I called P back today (09/10/08) around noon. Asked for R (the guy who originally told me someone would be there sat)....and guess what??? I WAS TOLD HE NO LONGER WORKS THERE!!! (NOTE - 3). Now either all these people really quit, or they just don't want to come back on line and talk to me!! So I speak with a T and he asked me "what's going on?" So I ask him to tell ME what is going on, as I have not heard from anyone yet, since the second inspector/installer came in on sat. So he tells me that the inspector who came in told him that there was no problem with the floor!!!! I CAN'T BELIEVE SOMEONE WOULD LIE THROUGH THEIR TEETH LIKE THAT!! I knew one of them was lying. So I told Tony that that was NOT what the inspector told us. And I want to talk with the inspector right now, with Tony on line, so I could find out who was lying. And to that I was told that the inspector would come in tomorrow morning....and so I said he needs to call me when the inspector is in. So we have agreed to him giving me a call at 7:30am tomorrow morning (09/11/08). Lets hope he does not quit either and really does call me.

Meanwhile, I am disputing the payment with the credit card company that is financing this deal. The company was very sympathetic and helpful and gave me the necessary steps to follow. I have also filed a complaint with the Better Business Bureau and am filing a complaint with the Attorney General Tomorrow.

DO NOT DEAL WITH THIS UN-RELIABLE COMPANY. VERY BAD CUSTOMER SERVICE. IN FACT, NOTHING ABOUT THIS COMPANY SEEMS RIGHT...SCAMMERS, THAT'S WHO THEY ARE.
     
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MSCANTBEWRONG on 09/11/2008:
Seems like you are finally doing the right thing...IMHO, I would tell them to rip the crap out, give me my money back and then find a reputable company to fix their mistake.
ANOTHER displeased Customer on 09/16/2008:
That's what I think I will be forced to do...thanks MSCANTBEWRONG!
dan1990 on 10/16/2008:
it cracks me up so many complaints and the bbb doesn't do a thing about these thieves!
tnkrbl on 10/22/2008:
OMG - I keep calling and they never call back. They sent out three guys to look at the carpet. They took pictures and agree the carpet was wearing poorly. That was over a week ago. Took them a 4-6 weeks to come out here. Quality of carpet is really poor. When I purchased the carpet the salesman said it was high quality and would wear well since it was going on stairs/hallway. Won't be doing business with these people again.
Vast on 11/14/2008:
My wife and I are extremely pleased with the laminate flooring that your company recently installed in our condo. The floor looks great and your installers were very professional, courteous and helpful with suggestions and information on how to take care of the floor. We will certainly recommend NFD to anyone looking for flooring or carpeting
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Avoid At All Costs
Posted by on
Rating: 1/51
AVON, MASSACHUSETTS -- They're at it again! Had the stair carpet put in this morning as the 2nd part of the job started last week (see my other review). ANOTHER AWFUL INSTALL! I inspected it, pointed out the issues, installer "Sam" refused to fix them, said it was done properly, even though parts were fine and other parts were not. He quickly left, saying he had to get to the next job! Called company (no idea how many times I've spoken to them over the last week), spoke with Livia who is always contradictory of herself and will lie to you. Don't believe their "1 year warranty of install", because you could send them a pic of a complete disaster and they'll blame you or the product in all cases! NEVER DO BUSINESS WITH THESE THIEVES. DAN ROSENBERG (OWNER, ACCORDING TO RECORDS I FOUND ONLINE) WAS INVESTIGATED AND SHUT DOWN IN NEW JERSEY FOR HIS PREVIOUS FLOORING BUSINESS BACK IN 2004-2006. THIS IS PUBLIC KNOWLEDGE AND EASILY FOUND ON THE NET.

347 COMPLAINTS AGAINST THEM ON THE BBB IN THE LAST 3 YEARS, 78 CLOSED IN THE LAST 12 MONTHS. YOU DO THE MATH.
     
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Horrible Customer Service
Posted on
Rating: 1/51
We recently had a floor installed for a dance studio. The salesman stated they have installed floors in many studios and that they had just installed one in Rhode Island. After our first tap class, the floor had scratch marks and digs on it. We contacted National Floor asking what we could do to prevent this for happening further. We never got a call back. We called again, customer service told us to go to Lowes and buy a sealant. Lowes never heard of such a thing.

We made another, and another, and another, and another call to National Floor. They are always in meetings when you call and never return a call. They finally asked for photos of the floor, which were sent to them that same day. Today, 5 days after sending photos, and numerous more phone calls, we were told there's nothing they can do and to file a claim against Armstong.
     
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Do Not Use National Floors Direct
Posted by on
BOSTON, MASSACHUSETTS -- DO NOT USE NATIONAL FLOORS DIRECT!!!!!!

I placed two orders with National Floors Direct, and on one of them I used the next day installation service. I took a day off from work, and received a phone call in the morning cancelling the installation because the carpet was unavailable. I then called the company at about 9:15 AM and Sally told me she was pulling up the installation order and would call me right back. After an hour of not hearing anything, I called back around 10:00 AM. I then spoke with [snip] and selected a different carpet and was told he would call me back with an installation time. After another hour of waiting with no call back, I called the company back again at about 11:00 AM and spoke to [snip] who said they would be here between 3-6. At 4:00 I received a message on my cell phone confirming my installation date for the next day. I called Sally again and she assured me that was a mistake, and that the crew would be here between 3-6 as they had stated. I waited in my home until 6:00 PM when I finally called the company - which was closed for the evening. I got in touch with my sales representative Larry at about 6:15 which was the only phone number I had and he said he would call back as soon as he got in touch with someone at the company. I didn't hear back so called Larry again at 6:45. He explained he was still waiting for a call back but was working on. Larry was able to get someone at the company to finally call at 8:00 PM on Friday night, at which point since I hadn't heard anything from anyone at the company I had left my home and went out to dinner assuming they would not show up. [snip] was extremely unapologetic, said he would come now (In which case they wouldn't have arrived at my home until at least 8:30 and would have been there until about 10:30 at night), and I declined. I was told that they needed to know by 9:00 AM if I wanted the Saturday installation, so I said yes, and I would call the company in the morning if I wanted to cancel. On Saturday morning no one showed up again. I called the company and spoke to customer service who put [snip] on the phone again. [snip] was extremely rude, at some points yelling, talking over me as I tried to speak, and told me essentially that all of the miscommunication was my fault. He said the company had tried to call me (they hadn't) that I shouldn't have waited at my house all day because they gave me a 3-6 window (at 11:00 AM after I had been calling for 2 hours) that they were just running late and I should have waited (they didn't call until 8:00 and only because of my sales representative when they were supposed to show between 3-6) and blatantly lied on the phone saying that I had said I did not want the Saturday installation (which I requested) and that he had called me the day before (which my phone records prove he hadn't). [snip] said he is the highest person at the company aside from the CEO, and so there was no one else I could speak to because the CEO does not take customer calls.

In all of my life I have NEVER experienced customer service as poorly as National Floors Direct, and I have never experienced a customer facing employee treat the customer so badly. [snip] was outwardly rude, didn't care about the customer, and very slow to respond to any complaints.

The company was RUDE, never SHOWED, and wasted my time.

USE EMPIRE!!!
     
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BUYER BEWARE: AVOID DOING BUSINESS WITH THEM
Posted by on
Rating: 1/51
AVON, MASSACHUSETTS -- Based upon more than plenty of bad reviews all over the internet about this company, I probably do not need to go into detail. But here is the breakdown: salesman lied about many things, company made a huge mess, damaged my home and did not clean up as contractually obligated, nor did they move anything back.

They refuse to return phone calls or resolve dispute. Flooring is uneven, bouncy and damaged, and the company will not honor their so-called 1 year install warranty. Reached out to Armstrong Floors who agree it was a bad install. Best advice if you for some reason do business with these people: do not hand over the check until job is done to your satisfaction per the contract.

I would never have my worst enemy do business with these people.
     
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Beware
Posted by on
Rating: 1/51
AVON, MASSACHUSETTS -- I'm writing this review because I am an ex employee who worked for this company. I am owed over 1000.00 in commissions for the last 3 years and haven't been paid. I am not a disgruntled employee as it was my choice to leave. Legally however I am entitled to the commissions that I earned. So I would take this lack of caring about doing the right thing by their employees into account when thinking about which flooring companies to use when the time comes for YOU to choose one. I personally would NEVER choose National Floors Direct however.
     
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dan gordon on 04/15/2012:
why don't you simply sue in small claims court and be done with them?
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Terrible work terrible customer service
Posted by on
AVON, MASSACHUSETTS -- Poorly installed flooring, dishonest service, no customer service.

Floor began to lift & buckle and they claimed it was from water damage even after inspectors determined it was fram flooring being installed too tight against the walls. I would never recommend this company! They should not be in business
     
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No customer service
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AVON,, MASSACHUSETTS -- Do ever use National Floor Direct for your flooring needs. Had carpet installed and the installer refused to do something requested and now I have 2 different carpet colors meeting each other. No satisfaction from NFD. Then when the installer put hardwood flooring down he drilled a whole in the floor, why I don't know, stuck TV cable line in whole and nailed it down, can't get cable out of there and now we have a black cable line running across the floor and can not hide it or get rid of it unless I want a whole in my new hardwood flooring. Customer service was of no help. Basically I was told too bad.
     
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National Floors Direct Terrible Experience
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AVON, MASSACHUSETTS -- I had National Floors Direct come out to the house and give me an estimate for carpeting 4 bedrooms and for doing hardwood floors in my living room and family room.

The appointment was supposed to be for between 6 and 8 PM. The guy called at about 7:45 saying he was running late and would be there in half an hour. Well, I have 2 young kids that I put to bed at 8:30, so I found this very inconvenient. I should have cancelled the appointment with them, but I let them proceed anyway.

At 9:15, the guy finally showed up. My kids already in bed because I couldn't wait any longer for the guy. I did let him in, and his name was Mark, or Tony, or something. Anyhow, he was wreaking of cigarette smoke and booze. I'm a smoker, and the smell doesn't usually bother me, but this was baaaad.. not to mention the smell of stale booze on his breath.

I explained to him that I was extremely disappointed in whatever scheduling "problems" came up, and not to mention he shouldn't wreak of tobacco and booze when you come to someone's home. There's just SO MANY things wrong with that.

As I told him to leave, he got upset, like I did something wrong, and started swearing, kicked my cat, who was outside at the time and stomped out to his car. What a JERK!!!
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I'm so glad I didn't proceed with National Floors Direct. I had scheduled an appointment for Empire Today to come out a couple of days before this. They came out the next day. The guy ( his name is Dana ) was on time, polite, informative, very knowledgeable, and spent a ton of time with us picking out just the right carpet and wood, and the pricing was very reasonable. Plus, he didn't smell like stale smoke and booze. He scheduled the installation right then and there; and arranged the financing for me.

When the installers arrived 2 days later, they were on time, very polite, and did a terrific job. A couple of days later, Empire Today's central office called to see how everything went, and to ask if I had any issues, complaints, or questions.

Everything went terrific and I am glad I chose Empire. I see a lot of complaints on here about National Floors Direct, and I'm glad I ultimately made the right choice.
     
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Horrible Customer Service
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ELKRIDGE, MARYLAND -- We signed a contract for wood flooring on 1/11/2010. The contract states "BUYERS RIGHT TO CANCEL: You the buyer(s) may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction." We cancelled verbally to the Sales Representative on 1/12/2010. We were told to write a letter and submit it to the Elkridge, MD office and we did. We have not received our refund of the $820 deposit. National Floors Direct claims that we did not cancel and will only issue a store credit. We have made numerous attempts to obtain our refund. National Floors Direct staff do not return calls and refuse to issue the refund.
     
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Helpful on 06/30/2010:
Well written review and I'd side with you. Lesson well learned, though, make sure that you have a way to document everything.
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