HARTFORD, CONNECTICUT -- This company is the most disgusting, dis-honest company I have ever dealt with. The Sales man was a sleazy man. I said I was not interested in their flooring for 5$ a sq. foot. He called his manager... they then lowered the price. Very pushy... did not give me time to think or space. I ended up going with the flooring. Looked it up on Google a couple days after the sale and found it for $1.00 cheaper. The company says they have a "beat any competitor's price by 15% or it's free" so I got all of the documentation needed and sent it in. Was then followed up with a phone call a day later that they could not process my request.
The first reason was that it was within 48 hours of the delivery date, which is NOT stated in the contract. Only 24 hours of the delivery date, so that was a lie. Then it went to that it was a special order because they lowered the price, which I was never made aware of and was not stated on my contract or in the invoice. Then when I called them out on those two things it was, "We are just not going to do it. No matter what, we are not price matching."
The delivery was scheduled for a certain day, you are supposed to receive a phone call at 8am that morning. 8:45 still no call. I called them... They said they did not have a time and they would call back in 30 minutes, one hour went by, I called again and waited on hold for 10 minutes, then the man came on the phone and said, "Oh, your delivery is held off for a while. We won't have it to you until at least mid week next week."
I was obviously upset and then the customer service agent started laughing at me on the phone. I asked for his manager who he said is Tom ** and he was "out of the office." I am disgusted by this company and how they have treated their clients and I would NEVER work with them again and highly recommend no one else does. They are shady liars and it needs to come to light! If there was a zero rating I would give that.
AVON, MASSACHUSETTS -- The Installer helped me select a hardwood floor that best matched the hardwood floors I already have in the home. Based on the small sample board and the sales guys recommendation I made a selection. The sales guys assured me that the sample board would be 99% representative of the actual product. I gave them a $200 deposit and scheduled a install day. When the installer showed up, he immediately said we would not be happy with the product as it was nowhere near a match to the existing floor it would be going in line with.
When he pulled some of the boards out, I could see his point. The boards had black streaks in them and very very dark pieces. Nothing close to the sample board that I chose from. When I called customer service they told me that was the product I chose and signed a contract for and to exchange it, I would need to pay a 15% restocking fee, which came to $300. I told them the product they brought was not representative of the sample board they showed me, so how could I be held responsible for receiving a product that was only what I chose in name, but much different in color.
The customer service representative was very rude and combative and just kept repeating that the product brought was the product I signed a contract for and they would not exchange it without the fee. So I asked them to refund my $200 and they refused. I asked to speak to his manager and he said he was the highest level person I could speak to and said the conversation was over. Very bad company to deal with, dishonest, terrible customer service. Would NOT recommend them to anyone!
AVON, MASSACHUSETTS -- I am SOOO incredibly unhappy with my experience with National Floors Direct, I can't even put it into words. Loved our salesman, until he was fired apparently. We are remodeling our home - removing old carpet, painting, and installing new carpet in one bedroom and hard flooring in the hallway, landing, and master bedroom. Had major issues scheduling the installation, had to have my bank call them in order to rectify the problem.
Next, terribly shoddy installation! I realize installation is done by a third-party licensed contractor but the work directly reflects on NFD. My installation was botched, to use a nice word. They nailed mismatched and unfinished quarter-round moulding onto my original, beautiful trim-board around the perimeter of the hard-flooring areas. Big gaps between the trim and flooring where I can actually touch the subfloor!
I would GLADLY have paid more and had it done correctly and match my first floor flooring. Never would I recommend National Floors Direct - spend a few more dollars and get an experienced contractor, not a few hack jobs who can't speak English, who are probably receiving 1/8 of what we paid for the services. BUYER BEWARE!
CARVER, MASSACHUSETTS -- My experience with National Floors Direct was wonderful. They came within two days to measure my floors. I wanted part of my carpet removed and replaced with flooring that resembled wood. I also explained how I wanted a cutout from my bedroom. The installers arrived on time for my appointment. The installation went smoothly, and they cleaned up everything. The room looks amazing, and I highly recommend this company.
HAVERHILL, MASSACHUSETTS -- I am thrilled with the service provided by National Floors Direct! I am a first time home buyer and the floors really needed to be changed throughout the whole house. The person who came out to do the quote did an amazing job matching to the original wood in one part of the house. Then, the installers were incredible! So quick but thorough! And they took time to clean and sweep up after! I definitely would recommend them to anyone.
BRISTOL, CONNECTICUT -- Our experience with National Floors Direct was very pleasant from the very beginning. Setting up an initial consultation was easy, the sales representative that came to meet us was professional, informative and very knowledgeable. Our installation went very well and the floors look amazing! We are very impressed at the quality and service provided by National Floors Direct! Thank you for a great experience.
AVON, CONNECTICUT -- Beware of National Floors Direct! High pressure sales, with inappropriate comments: wasn't impressed with the floor I had until he knew they installed it. You want to cancel, you have to write a letter and get it to them in 3 days, which my friend couldn't do so now a 15% restocking fee. So they show up and wouldn't do it because stove and refrigerator won't disconnected which she wasn't told had to be done, but it was in the fine print she signed. Rep said "thanks for your money". Do yourself a favor, use a local guy, not this rip off company. Please like and share to give them a message!
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 ** 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 ** 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 ** 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 ** 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 ** 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 ** again at 6:45. He explained he was still waiting for a call back but was working on. ** 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.
** 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 ** on the phone again. ** was extremely rude, at some point 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).
** 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. ** 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!!!
We were getting wood floors upstairs to match the downstairs. Our representative ** 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 9 am, and were at my home till about 2 am. 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 2 am... 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). After 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 **, 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 ** 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 12 pm, wondering what was going on. I was told by ** that someone would come in at 5 pm the same day. No one showed up or called... no surprises there!! I even called the company at around 5:30 pm to make sure someone was really coming, and the automated system said that the offices close at 6 pm. The very next line said the offices are closed now!! So I called back the next day, spoke with a person named **, 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 ** 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 ** again, that someone will call me after 11 am 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 12 pm. He said OK. So I called ** back today (09/10/08) around noon. Asked for ** (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 ** 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 ** that that was NOT what the inspector told us. And I want to talk with the inspector right now, with ** 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 7:30 am 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 UNRELIABLE COMPANY. VERY BAD CUSTOMER SERVICE. IN FACT, NOTHING ABOUT THIS COMPANY SEEMS RIGHT... SCAMMERS, THAT'S WHO THEY ARE.
MASSACHUSETTS -- My recent experience with Nation Floors Direct was very poor. I was promised laminate floor in three rooms. I got two floors with laminate and one with tile. The representative they sent out to survey the rooms I wanted done confirmed that the company could do the job. When the workers came out they stated that my kitchen could be done, but the laundry room and bathroom could not. The laundry room and bathroom would have to be tiled. A delay which I did not anticipate.
When the second crew came to put the tile in, they stated they could not do the job, because the floors had to be leveled. Another expenses that I did not anticipate. Another delay. I got the floors leveled and they came back with guess what? They could not put the tiles in, I should go back to the laminate floors. Another delay, when they were supposed to arrive it was another delay, they could not make it. I did not get a call, I had to call them to see where the installers where. They stated to me that the crew never called in. I had to wait again.
Now that the floors are finally completed. I had to call them again. Part of the floor has come loose. It has not even been two weeks. I called to have someone come out and I got "Someone will call you. I am still waiting. I think the company should reconsider how they handle paying customers. They get their money in full up front prior to completing the work and you have to be on their schedule not yours. I also believe that when they send out their representative they should know if they can do the job the way you ask and not have to be told later that it can not be done.
They also charge for removing sub floors, In my case there were no sub floors and I was charged for it. When speaking to a representative of the company they said that they would look into it. Again no response. If you want my opinion if you want your floors done right go to another company.