National Floors Direct Complaint - Invest Your Money And Never See It Again
MASSACHUSETTS -- Their policy states that if cancellation to the order is made within 3 business days then the customer should then receive the refunded amount within 10 days. I submitted my cancellation via certified mail within the three days of my order and know that it was received by them on 4/7, therefore per their policy I should have received my refund check for cancelled services on 4/21. I waited until 4/24 and called their 800# when I still had not received it. The woman I spoke with said it had actually just been issued on 4/24 and should receive it via first class mail in 2 to 3 days. Therefore they had renegged on their 10 day policy, but I remained patient. On 5/1 when I still had not received the check, I called again. They said to give it one more day and then to call back on Sat. 5/2 and they would put it in to their accounting.
I called again on 5/2 and a woman stated that she herself hand writes the envelopes the checks go out in and was sure the check went out on 4/24. She would send a note to her accounting department and would call me after my mail normally arrives at 2PM on Monday 5/4 to ensure I still had not received it. No one called on 5/4, so I called again on 5/5 and told the woman I spoke with this time the same information, she stated that she would check back with her accounting team and would call me back by the end of the day. No one called again. Today 5/7, one month after my cancellation was received by them I called again.
After explaining all of the above to the woman that answered the phone, she put me on hold and then came back stating that the accounting team had been on vacation and they had just gotten back and were running checks again today 5/7. I asked why I had not been given this information previously as I had been told my check had been issued 4/24, and she said she did not know, so I said I wanted my check FedExed to me so that I was ensured delivery. She said she would have to check, she came back on the phone and changed her response to say that my check had been cut on 4/24 and that she would have to go to accounting at the other end of the building to track it and have them cancel it.
I told her that was the same thing I had been told on 5/5 and no one called me back so I would hold. After being put back into their hold queue randomly answered by a few people and 40 min. later, she came back on the line and told me that Accounting was out of the office at a meeting and she could not authorize my check to be sent FedEx. So I told her to put me on with who could authorize, and I spoke to her manager. He said they would absolutely not FedEx the check to me and could provide no guarantee as to when or how I would receive my refund. All he could guarantee was that I wouldn't be receiving it FedEx. He seemed to only be clear on that point.
When I offered to pick up the check, he stated accounting was now in an off-site location and he did not have their address. (so much for three people telling me they were on the other side of the building) So now I am out $1000 with no hopes of receiving it back. I should be getting the interest on this loan I provided them. If they ask for your money that day, DO NOT GIVE IT TO THEM! If you change your mind you'll never see it again, even if you do adhere to all rules in their policy.