HAVERHILL, MASSACHUSETTS -- National Floors Direct pulled a classic bait and switch scheme with me. I told the salesman I wanted laminate floors. He brought his samples in and I picked the flooring I wanted. It was called Brazilian Cherry, a dark brown floor. I was pleased with the way it looked, not the thin laminate that I had seen my sister and brother-in-law install years ago through a popular home improvement store. This stuff looked like quality laminate flooring. During the horse and pony show, the salesman gave me the original price and then applied the coupon and some other discount.
Personally I had no idea that they worked like car salesman in that they're not leaving until they sell the floor. So then, according to the salesman “because I'm such a nice young lady and he really wants me to get this floor”, he called the office for another reduction. This reduction was because they had overstock due to builders not picking up orders. So he gave me a good price and I signed.
I had painted my floor molding because it was an ugly oak so with the dark floor it would have looked bad. To paint the molding I ended up cutting the carpet perimeter to make my job easier which it did. I moved 2 bedrooms worth of stuff down to my dinning room. The installers still hadn't arrived by 10:30 (their window is 9:00 to 12:00) so I call and the woman is shocked that I haven't received a call which made me feel good at first. She called me back quickly saying they were on their way and then the installers called and said they'd be here in 20 minutes.
Honestly I'm already really pissed because this is a full days worth of work according to the salesman and now they won't start till 11:30 – 12:00. The installers show up and walk in and my eye is already on the box their holding because the color is glaring my eyes as its light oak, “Oh no that's not my floor!”, the poor guys. I apologized to them numerous times; I know it's not their fault. We call the office and the guy tells me, “He's confused”, to which I add, “Oh no don't you be confused I ordered Brazilian Cherry and these guys have oak, there is NO confusion”.
He explains that there is no Brazilian Cherry Laminate but there is a Brazilian Cherry hardwood! So clearly the salesman showed me hardwood. Let me add however, if you want hardwood from them, it doesn't look like the hardwood I have seen, the top coat on it has kind of a plastic sheen. The installers leave to grab the correct color and they'll be back in an hour or a little more with traffic. 2 hours later a man from the warehouse calls to double check the color and let me know that the guys won't be coming back today, I was not happy but he tells me he'll send 3 guys at 7:30 the next morning. The next morning 2 guys showed up at 8:30.
So in the end with considering what I had done to my existing carpet and moved 2 bedrooms to the dining room, I did have them install the floor. I had checked with a construction friend of mine and the price I paid was fair. So ultimately I had planned on laminate, paid for laminate and got a color that I liked so I went for it.
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 setup 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 -- Had laminate hard wood installed in a VERY dry basement, have lived here 13 years and have NEVER gotten water in our basement. The grade of the yard flows down hill. Floor was installed in November, buckled in August. Filed Claim in August.
Called them repeatedly since then. It is now 1 year later, November and after a final email stating that I would go on social media sites and tell the world how bad they are, I get a phone call stating our claim was "denied based on moisture"! They never ONCE stepped foot in here to look at the basement to detect moisture!! I am a returning customer, and will never return again! They were great 7 years ago when they did floors for me, but not again!
CUMBERLAND, RHODE ISLAND -- How can National Floors Direct actually be in business? Installation was done incorrectly and incomplete as well as outright lies regarding installation scheduling that cost loss of salary for the 2 days of work that we gave up to be present when installers finally showed up. Set up yet another day to have them come back and complete/fix the installation costing 2 of us another day out of work - and then get the phone call, the installer won't be coming (after they were confirmed 2 hours before). Call to complain and the "supervisor" declares it is all our fault for not supervising their installer correctly and hangs up!
AVON, MASSACHUSETTS -- This is the worse company to deal with and I would not recommend anyone to do any business with National Floors Direct. I had Armstrong laminated floor installed back in 2011. I had scatter rugs on the product and when I picked up a rug to wash it and noticed imprints on the floor of the pattern that was on the bottom of the rug. The marks will not come off the floor. I had notified customer service and explained to them the problem. I was told that they are only responsible for the installation and not the product but would contact Armstrong about the complaint and that they would be in contact with me.
As of this date 4/29/13 no one has contacted me and going on 3 wks. I called customer service on this date and after being put on hold 3 times I finally spoke with the same person I have been in contact with and again was told that they submitted the complaint and that they are responsible for installation.
Regarding the installation when ordered I put a down payment which is their policy and when the installers came for the install I had to put up the rest of the balance before they would install, talk about being unprofessional. I guess it's a company once they get their money they don't want to know anything. beware people. Also I do not want anyone to contact me I will turn the matter over to my attorney.
MASSACHUSETTS -- How totally disappointed I was with my recent installation. I have NATIONAL FLOORS DIRECT do my entire house. When they were done, one of the techs put the door on the rug and soiled it. He gave me his name and number and told me to call him the next day if the stain didn't dry properly. So, I did. He refused to come and help. I called the 800 number and got the run around... The girl actually said, "if I send this to the owner, it will get denied"... and that is a direct quote. I emailed her repeatedly over the next 2 weeks and have yet to get any resolution. I am very disappointed and will ensure that NO ONE I know EVER uses this company again.
Being that I have several builders in my family, that is quite a lot of people who purchase carpeting. What ever happened to professional responsibility and doing a good job? Is this company so lame that they can't even stand behind their word? I mean, really. It makes me nuts that THIS is the work ethic of this country at this point. So sad, that in order to make a point, I have to ramble on and on to a bunch of people I don't know in hopes that may be ONE of you will hear my warning and realize it isn't worth the hassle.... Screw the discount - I would rather have security in knowing the job was done properly and that they stand behind their word.
MASSACHUSETTS -- After calling the 800 number to set up a appointment and telling them exactly what I wanted, (types of wood) I had an appt. Last night in my home. The representative smelled of cigarettes smoke and may have been drinking alcohol prior to stepping foot into my home. After some customary small talk he started into his sales pitch and was not listening what we were telling him what we wanted. He came into the house with only one sample board which was a 180 of what we were looking for!
After a few more minutes he admitted that he did not have hardwood we were interested in (this wood is very common and available at two other floor companies I have looked at). The bottom line is I did get a quote for a simple oak - which was comparable to another quote I had in hand. But this is where they really pissed me off...
The measurement of the room is 11 1/2 feet by 23 feet = 264 square feet to round it up I used 12 feet by 24 feet = 288 square feet which will allow for leftover etc.
The rep then went took the measurements and said he had to go out to his car to call his "boss" and figure the quote (sound like a used car dealership). He came back in 10 minutes later and said, "He was able to get a great price due to his boss telling him that they just got in a new shipment and have to unload it asap and they could apply it to us." The quote was $2,000 higher than what we had from the other floor company! I then asked a few questions and then he started to cave like a house of cards... They dropped the price $1,200 right away.
He based the quote on 320 square feet, not the 288 or the (264 which is the actual size). I caught him in a lie and deceptive practice! He said he must have measured the room wrong! ** he did this to pad the quote by more than $500 - how could he be off by by almost 40 square feet in a small room. You could park a small SUV in 40 square feet of space! He then tried to close and tried a bunch of other **! My advice is don't use this company, they are unprofessional, liars, cheats and old school used car dealers! They get customers comfortable in their homes and then use the next day installation close... The homeowner is blinded unless they are aware of these crooks.
AVON, MASSACHUSETTS -- I just wrote a comment to NFD website, but I am sure no will contact me as I have received absolutely no customer satisfaction from them to date. I wish I read this website before investing my time and money on getting a rug and hardwood floor installed. Both experiences were a nightmare, from installing the carpet at midnight on a Friday night, to having the floor installed incorrectly. After numerous no shows and zero customer service, I felt the need to warn others that you should NEVER do business with this company. There is no one, supposedly, to contact to complain but a Customer Phone Rep.
I asked to speak to the VP or President of the Company and was told there was none. It is a family owned company and they wish not to be named. Gee, I wonder why they don't want to be named - it is such a shoddily run company, I can't even imagine how they are still in business. Anyone who is reading this - please take heed and get your carpeting and flooring elsewhere - save yourself money and headaches - I would never recommend their service to anyone!!
MASSACHUSETTS -- I had scheduled an appointment with National Floors Direct for 7 pm on a Friday and put a deposit on a floor installation. On Monday, I was informed that I needed a new furnace so I cancelled my floors (within my 3 day time frame). I thought I may use them in the future. This has changed my mind. I was told by a representative that my deposit would be refunded within 10 days. It has been over 6 weeks and I was forced to submit a request for dispute to my credit card. It is unfortunate that this company cannot be trusted to keep their word.
AVON, MASSACHUSETTS -- I had an appt to have a carpet installed the day before I'm expecting 50 people to my home. They called me the day of the installation to cancel because the driver had an "accident". I cancelled the purchase and they will not refund my deposit! I asked for a manager and I was told by ** that she is the manager and the only one in charge. Now they want to come to my home at 8:30 am tomorrow morning (the day of the party) to install the carpet. I would not deal with this company again ever.