National Floors Direct Complaint - Do Not Use National Floors Direct
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 suppose 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 cutomer 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 cutomer, and very slow to respond to any complaints.
The company was RUDE, never SHOWED, and wasted my time.