National Floors Direct Complaint - National Floors Direct Bait and Switch
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 their 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.