National Floors Direct Complaint - Horrible Service
We scheduled to have a carpet installed on November 7. When they arrived they brought the complete wrong carpet. We immediately had the guys who install the carpet call to try to resolve the issue. They install crew left here to go back to the warehouse to get the correct carpet while we discussed the issue with the customer service representative. They did not have our carpet in stock and wanted us to wait until Tuesday to have it installed. We removed all furniture and kept it in a big storage box outside the house. After going back and forth for a few hours and having our sale representative back and forth to our house to try to resolve the issue they concluded they could not get any carpet installed that day because the installation crew had already left. We ended up working out because of the MAJOR inconvenience a discount and the carpets would be installed Monday. Monday came and they carpet had not arrived in stock yet so it was scheduled for Tuesday, this was also discussed with our sale representative as well who said he would contact us first thing Tuesday morning to confirm a time. Tuesday mid morning came by and we had not heard so we called. During that conversation we learned they never scheduled us for Tuesday and didn't actually have an install date at all setup. After a consistent run around from them we finally got it setup and installed Wednesday. Because of the major inconvenience unfortunately my fiance and I could not stay the entire time they were installing because we had already taken 3 days to wait for them where they had the wrong carpet or did not show up as we had anticipated. My parents came and waited while they were installed and locked up after. When we came home we inspected the carpets and noticed there were random Staples on the ground so we picked them up not thinking that was a big deal. Once we started looking into the bedrooms we noticed the closets had the Staples sticking out of the hard wood floor that we had. In the work order we specifically asked for the closets not to get done, they must have realized that after they already started installing them and took out whatever they had stapled to the ground however all the Staples are still there. Immediately that night we called and asked for someone to come out and remove them as we have children that live in this house. A few days later no one had come out yet and with all of the moving of the furniture into the house it honestly wasn't the first thing on my mind because from our standpoint we had already called them about the issue. My fiance had called back regarding the nails when it went time to start putting stuff in the closets and we realized we really couldn't. We received the paperwork from the finance company and it had the complete wrong price. I immediately called back and spoke with a very nice woman. I first brought up the Staples in the floor and she said she would have someone out here the beginning of this week and we would receive a callback with the time they would be able to. I thought that was very nice of her and really appreciated her help. I next brought up the billing issue with the price being over by about $700. She tried to get someone that would be able to handle that issue on the phone but said they were all busy and didn't want to leave me on hold so she took the two phone numbers where we could be reached and said we would receive a callback within the hour. After about 4-5 hours and no phone call back we tried back again. At this point we spoke with a few different employees there and were not getting anywhere with it as the last person we spoke with had said there were no notes in the system regarding the discount. Luckily we had written the person who approve the discount's name down and had the direct number to our sale associate. While I was on the phone providing all the information with who approved the discount and proper amount the floors were to cost, my fiance called our sales associate. He mentioned the issues we were having with the pricing as well as the nails in the floors. After some time the price was situated. Because of the conversation earlier being the nails and that someone was going to call us with the exact time we didn't bring up the issue again. We called mid morning today because it is now the day before Thanksgiving and are expecting to have the entire family over where there are numerous little kids going to be in the house. The first woman I spoke with was very nice yet again. She said she didn't see any notes in the system about any of our calls and unfortunately they could not get anyone out here today because it is the day before the holiday. I asked to be transferred to a supervisor because the issues just keeps getting pushed off and it's a very serious matter, especially if someone was to get hurt on the Staples that are sticking out. We never once made a big deal about our hard wood floors being ruined by having hundreds of holes from the Staples in the floor. The supervisor basically said they couldn't do anything today and that it's our responsibility if something happens to anyone on them although its National Floors Direct's negligence that is causing all of these issues. Our children have gone about 2 weeks with no toys because we can not bring them up and put them in their closet so they are still packed away. This has been a consistent run around and more of a hassle and headache than we ever imagined this to be. We made him aware that if something happened to our children or any of the children in the family it would not be our fault because we were not the ones that put the Staples in the ground and left them and his response was well we can always take away your discount at anytime. The carpets are not worth the trouble we are getting and to be spoken to how we have been is very unprofessional. We do not recommend this company to anyone unless they are ready for the hassle that comes with it.
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