AVON, MASSACHUSETTS -- Buyer beware. Stay away from this company! My mother in law who is a senior citizen on a fixed income wrote a deposit check for $800.00. In the contract it states that if you cancel, money is returned within 10 business days. That was two months ago. Customer service continued to tell her, "the check is in the mail" and to check your mailbox everyday.
Finally I called because I couldn't stand to see her so upset. I was told the check was issued but their accounting dept. had not mailed it yet. On my third call, I asked for a manager or someone from the accounting dept. and was told accounting had left for the day (1200 noon) and the manager left the building. I never got a return call as promised from a manager. What kind of company steals from a senior citizen? Did I mention that they cashed her check the very next day, I guess accounting is around to cash checks just not to issue refunds.
AVON, MASSACHUSETTS -- We had rug installed in our family room and stairway a few years ago and I am still upset. The sales woman that came out to our house was very pleasant and the two workers did show up when they were supposed to, but that is the only good thing I have to say. The workers barely spoke English. The rug looked old after a few months and then it started to buckle. I contacted them and they sent me a complaint form to fill out and send back. At that time, the rug was barely a year old.
We took pictures of all the buckling, filled out the form and sent it back. One of the questions on the form was if I had had the rug professionally cleaned yet. No, I hadn't, it was barely a year old and I vacuum almost every day with my Kirby, so I didn't feel carpet cleaning was necessary. According to them, they couldn't help me because I didn't follow the "manufacturer's instructions" by having the carpet professionally cleaned. I looked through all my paperwork and never saw anything about this. If I had had it cleaned then they could have blamed that for the buckling. I reported them to BBB, but they stuck to their story about me not caring for the rug properly.
SO, now a few years later the rug is buckling all over and it looks like crap. In the end, I don't even feel like the price was even that great. These people are horrible. Save yourself the aggravation. I would like to sue them, but that will cost money and this is how they stay in business - figuring that no one will go the extra mile and take action.
AVON, MASSACHUSETTS -- National Floors Direct are ignorant, thieving people. They tell you all this crap to get you to buy the floors and once you buy it and give them their money they don't give a hoot. I had my floors installed by them a few months ago and it was the worst experience ever. It all began with booking the appt. The representative over the phone sounded like she was dying. She had no voice and could barely talk. I found that pretty disturbing and sickening. How could they allow their employees to work under those conditions? So weird!!
Then the sales representative that came to my home (the first time) seemed like a sexist pig. He instantly walked in and demanded my husband and when I told him he wasn't available he refused to go any further. He made me reschedule saying "they needed all decision makers." I told him I was the decision maker and he asked in a very condescending tone "who's paying for the product?" Like what the hell? I was furious. The installers could barely speak English although they did a nice job on the floors.
Then at the end of this all I call in to file a complaint and the customer service department is even worse. Nobody would hear a word I had to say. My floors look pretty decent but all in all it was the worst experience ever and I wouldn't recommend them to anyone.
I recently had a sales representative come to my home and do an estimate. Decided to go ahead and hire them. They asked for a third down in a check, they do not take credit cards ( so you can't stop the payment). They came to install the floor and it was not the product I had ordered. No one could explain the mix up. The sales representative who came to my house would not return my call.
After I made several calls to them I finally got a call back. The manager tells me they sent the correct product and that they did not carry the product I was talking about. When I told him that was not the product, the sales man sold me. He basically called me a liar. I told him I wanted to cancel and wanted my deposit. He said "Never going to happen" So I was left with no floor and out $660.00. The customer service is horrible the employees are rude and belligerent. DO NOT DO BUSINESS WITH THIS COMPANY.
ELKRIDGE, MARYLAND -- I had great experience, so far, while working with NFD. Recently I had carpet installed in my house. Everything from setting up appointment for estimate to the completion of installation went well. The sales rep. (Jim **) showed up on time. He explained us everything related to choosing the carpet -- its pricing. We liked the offer he made and signed the contract. I was a bit concerned after reading complaints from lot of people and was thinking of cancelling the contract, but then decided to take risk. Installation was scheduled for 1/9/10. I got call from NFD day before to confirm the installation appointment.
Installer showed up on time with correct carpet and with required quantity of it. The installer (Mike **) was professional and did a good job. We walked thoroughly with him to verify the installation. The job has been completed to our satisfaction. We hope there will not be any problem in future about carpet installation and quality of the carpet. We hope to have same great experience in future while working with National Floors Direct, MD if any problem arise.
Things seemed normal enough. I scheduled an appointment online. The next day I was called by their office to confirm the appointment day and time and provide me with a confirmation number. So far so good... Except no one ever showed up or called. When I called 15 minutes after 3PM they were supposed to be here (1-3 PM), they said he was stuck in traffic and would call me in 5 minutes.
I never heard a word or received a call and it's now 4:50 PM. So I called the 800 number a few minutes ago to complain and they said my appointment was from 9 - 11 AM today, AFTER they confirmed my date and time earlier today on the phone. Glad I never got any further than this with this company.
PETERBOROUGH, NEW HAMPSHIRE -- I got a rug installed yesterday with National Floors Direct. The saleswoman had stopped by our house the day before and spent over 2 hours with us. She was very knowledgeable and had worked for a few years at Empire and eventually switched over to NFD. I was doing over a basement room with stairs included and wanted an industrial nylon rug. We ended up picking out a sample and she wrote up the order with us. We were going to have Empire stop by later in the day but they got delayed and we decided that (since we wanted the carpet installed the next day) that NFD had a fair price compared to quotes we had seem from Home Depot, etc.
The next morning we got a call from the installers, who had a few other jobs to do that day but wanted to give us a window of arrival. Within another few hours we got another call saying they were going to arrive at 3:06 pm according to their GPS. They arrived about 10 minutes after that and got straight to work and were done in about 2 hours. I was very pleased with the results and any scuffing to the walls was minimal - it happens in pretty much any carpet install I've seen in my lifetime. They were mostly small spots that could be touched up with a q-tip. All in all I'm pleased with the work. They cleaned up afterwards and things look really good. I would but again from NFD.
We were excited to get new hardwood floors. My husband has installed them before in a friend's house, but since we were doing the whole downstairs, we knew it would be so time consuming. We decided to pay the extra money to have it done professionally and fast. Well the company took OVER 3 weeks to complete. They promised one week, and it left our house a DISASTER for Easter. We have 2 little kids. They did not order enough wood, so this prolonged everything. But OTHER jobs with the SAME wood were getting completed. And I feel like one other review said, once they got some of the money, we could never get a callback from them.
We did place a complaint with the BBB and hope no other family has to go through what we did. I have to say the installer, who was contracted out, was very nice. About a month after our job was completed he called us asking if he could use us as a reference. He had left the company and still was NOT paid for completing our job. I do NOT know how this company is still in business. I feel I have to write this review since we did do research before we signed with them. And every time we see the commercials on TV, we want to scream!!
MASSACHUSETTS -- National Floors Direct is a master of the bait and switch. Received a quote from one of their salespeople to change a laminate order to hardwood. He wrote, priced and signed the order and said the company would be in touch with an installation date. When I talked to the installation dept, they said the salesman didn't have the authority to price the product and the upcharge would be $1,000 for a total price of $5,100. I called back and said I'd take away one room in order to keep the original price. But then they changed the price again to $6,000 even without the extra room. They have also refused to return my deposit.
CHELSEA, MASSACHUSETTS -- I'm guessing this won't be posted since it's negative, but I'm posting it everywhere I can so that people are aware.
This has to be the worst company my wife and I have ever had to deal with. The first issue arose when they said they would come on a day and they never showed, even after telling my wife that very day that they would be there. After multiple calls we finally get them here to learn they can't do the work yet since they have to prep the floor, which cost an additional $1000.
Then, rather than National Floors calling us to confirm they were coming, we had to call them, and multiple times since the manager Paul doesn't return your messages. They then tell you a time they'll be there, only to call later and push it back a few hours. The workers then went on to scratch our furniture, and when we reported to National Floors. They came back telling us it wasn't the case and that we had to follow up with the workers. This is just a very poorly run and unprofessional company. You may get the best rate here, but as they say, you get what you pay for.