National Floors Direct Overview
National Floors Direct has a 1.2-star rating, derived from feedback provided by 157 customers. In the Flooring and Tiling category, it secures the 4th position out of 152 companies.
Rating
Contact Information
Website
www.nationalfloorsdirect.com
Phone
(888) 400-3566
40 Robbie Road, Avon, Massachusetts, 02322, United States
National Floors Direct Reviews
Anonim
Nationality floors direct worst company to do business with. Dishonest
We had a salesman come to our home on august 27 of 28. We chose the Mohawk flooring. We had to give a deposit of $1000.00. Installation on august 4th. We were told that we do not have 3 days to cancel or change our mind. We never signed a contract. And never told that the balance of $2200.00 had ti be paid by cash or bank check as soon as they arrived or they leave and wed have to pay for materials. The salesman said this is a big job and would take all day. I received multiple messages the same. That the installers will be at my home in the morning on august 4. After I made multiple phone calls to customer service I was told this is a small job and installers will be at my home between 1 and 5 pm. Three installers arrived at 1:50pm to start. By 11:00pm they were not finished and I told them they had to leave. They had no food or water. We ordered 3 large pizzas and gave them all the water they needed. The installer who spoke English said theyd come back Saturday morning. They came back Saturday at 7:30am for 2 hrs. They installed the floor and white molding. They DO NOT know how to cut or install molding. We did not want white but were told thats all they had. The molding the did is horrible!! I have many photos of this. The installer had to move the refrigerator to put flooring there. The refrigerator had water and ice tubing. My husband turned off the water prior to flooring being installed. The installer cut the floor on order for the tube to into basement. He cut the tube! Days later when my husband turned water back on water all over basement. Ceiling tiles saturated and fell to floor. A mess. I called customer service as soon as I saw the mess and water. On Friday august 18 indllers show up to redo molding after I spoke to many customer service people telling them we do not white molding. And they DO NOT know how to install it. We thought they were coming to see the basement but they said they knew nothing about that. My husband brought them to basement to show what happy. They said nothing. I told them they waisted their time coming here to redo molding. I asked the one who spoke English if he knew how to cut molding. He just shrugged his shoulders. At this point I was told by David at customer service they wont have anything to do with this issue at all.
Laurelle
NFD is a scam
NFD is a scam- buyer beware I chose NFD as a direct result of the reviews online. If you live in the Maryland/DC region Please learn from my experience- Do not purchase floors from this company. What they dont tell you is you will be waiting for them from 7:30 am to 5:00 pm and if they dont show up by 5:00 pm you will be rescheduled. You cannot cancel your order, you cannot speak with management , you cannot vent or write your concerns with anyone in leadership. The customer service person (Kim) informed me there is nothing you can do but wait. No floors installed, no communication and out of $4000. I regret choosing this company to install my floor.
Anonim
Bad service and fake promises
I was tricked and bought their carpet. The sales person gave you too many lies about why they can not honor their discount and blah blah.. yes I was an idiot to fall for it and signed. When I realized that they were BSer I called to cancel and they said I would lose my $300 deposit and I was totally not aware that he got me to sign for it. They have it under if you accept the discount they give you you wave your right to cancel unless you lose your $300. Trust me be aware of this company and number rule now for me if the company does not accept American express I won't deal with them.
Joel
They don't stand by there product or service
Let me start by saying, if I could give this company zero I would!! They came to our home, installed floors in the kitchen and left gouge marks when putting the fridge back in place. They also damaged light fixtures, put gouges in dresser, molding, and tables. I definitely didn't expect them to toss around furniture like they couldn't care less about it. They came back a second time only after begging with them (Manager of installations said they couldn't see damage but fortunately 2 other customer service reps saw it plain as day) with new flooring to fix it and again gouged our floors. They had to return a third time and you would think at this point they would figure out how to move the fridge back in place without damaging floor, but no, unbelievable as it was they gouged the floor again!! The installers were scratching their heads and saying it's because there are metal things under your fridge. Yes brain surgeons, of course there are metal things under the fridge, they are under all refrigerators, they are called anti-tippers. A good floor installer would know this and know how to deal with it, however the installers at NFD are not qualified to do the job they are tasked with. They damaged our floors 3 times, they put massive scratches and gouges in furniture and walls while they work, they don't show up when scheduled to come and no call no show is the way they conduct business. When all is said and done they tell you they will no longer fix the damage they caused to your floor because it's somehow your fault that your fridge has anti tippers on it, the management at NFD is unprofessional and non-existent. No one will help you, answer your questions or get back to you, NATIONAL FLOORS DIRECT is a business based on lies to get you to purchase their floors and then you are left paying for damaged goods. BUYER BEWARE!!! So I complained to the bank that paid them and NFD expressed several lies to cover up their ineptness. They said I was completely satisfied and scored them all excellent (which they obviously did themselves), they said that they watched me move the fridge each time and scratch the floors (which was a lie as there installers couldn't apologize enough for their mistakes and would try to fix right away as this would be a priority to them). The company manager obviously doesn't care about the consumer or the company's reputation. I eventually had someone call me and yell at me to sign their satisfaction survey (and had follow ups twice a day for several days) and when I refused, they voided my warranty and refused to come back. This company is based on scams and lies and they do not stand behind their work and are extremely unprofessional!!! Remember when something seems too good to be true it usually is! I wish we never called National Floors Direct!! We lost money both paying for damaged goods and time out of work sitting around waiting for people who never showed up. We have never been treated this way in our entire lives. This was a sad and very frustrating experience when you trust a company to do a job and instead you deal with pure incompetence and then management tries to cover up their mistakes with lies. Stay away and don't let them in your home!!!
Salvador
Company does not stand by their product or service
Floor was installed and looked great at installation, eight months later floor is shredded in three different spots. They will not repair it without charging for new tile and labor and service.
Anonim
Grateful for only losing $500
staContracted with NFD to install a new floor in our kitchen/dining room. Contracted to rip out the old floor prior to install of new floor. The contract states this but lists the current floor as "laminate" - the sales rep knelt on the floor and we repeatedly talked about issues we had with the existing tile. I initially thought the sales rep was just stupid in thinking that the tile was laminate - I now think it was a deliberate mistake by the company to try to void that portion of the contract. When the solo installer arrived, he advised us that his version of the contract did not include removal of the old floor. We contacted customer service who tried to blame us for not "catching the mistake" and force us to have the new floor installed over the old floor. We almost buckled but didn't when the installer pulled the product from the box and layed it over one of our trouble spots. Doing that showed us what a mistake laying the new floor over the old, problem floor would be. Customer service was adamant that we continue with the job - we fought back and refused and sent the installer on his way. I know that a contract that contains a material mistake is not a valid contract and I told customer service that. They continued to try to argue the point. I told them we would have to agree to disagree and I was done talking. We contemplated going to small claims court to get our $500 deposit back but have decided against it. Reading complaints in the Better Business Bureau has shown similar issues experienced by many other customers. The "customer service" department (we spoke to several people) is VERY aggressive. I strognly advise against using this company unless you don't care about the quality.
Fran
HORRIBLE TREATMENT, EXPERIENCE, COMPANY, QUALITY ETC
BEWARE Positive Reviews - National Floors bribes/pays people to do Positive Reviews! NOTE: ALL POSITIVE Reviews are tainted - National Floors Direct PAYS people with $25 Amazon Gift cards - and up to $225 for ONLY Positive review - see email copied below as PROOF. Email copied here: National Floors Direct wants your honest positive review! Inbox Jeryldene Naidoo naidoo at nationalfloorsdirect Tue, Feb 8, 2:23 PM to me Hello! National Floors Direct is offering a $25 Amazon gift card for your time taken in providing us a positive review on your experience. Your $25 Amazon gift card will be sent once you complete the survey link below. SURVEY LINK Provided (Links not allowed in this review) Your custom order number is MA***** this will be needed to complete the survey. Once your responses to this survey have been received, you will receive more links where you can earn up to $225 in additional gift cards! *Please note that your responses must be positive to qualify* We are looking forward to hearing from you soon! Best Regards, Jeryldene Naidoo **** I had the worst experience trying to get assistance from Customer Service - they are terrorists as they say Corporate/Management won's speak to Customers. After my rugs were removed and the new floor installed - my apartment was left looking like a construction site/war zone and it was only when a thorough cleaning was done - that you could see the scratches from saw the workers used, etc. and they would not fix these scratches. The workers from World Floors LLC are careless and dishonest - when they came to my apt - Ernesto offered to fix the panels for additional $500 cash when he came back after keeping me waiting 2 hours - saying he was outside talking to his manager - and he was NOT here when I checked!!! He came back with my case of board I had to purchase at $337+ when the EXACT same case, same producer (SHAW) costs $94/case at Flooringinc dot com. And on top of everything Customer Service is a team of badgering terrorists. There is so much disgust and mistreatment and poor workmanship here - I could go on and on and on! Just the fact that Management and Corporate does not speak to Customers I feel reveals tons - the people responsible for their plush lifestyle are not worth their time - there is NO satisfaction if your install goes array - BEWARE OF THE GOOD REVIEWS - They are probably done by people who want some kind of money back and justice - and the only way to get it - is with Positive Reviews at $25/each. What kind of company MUST pay people to do Positive Reviews? I wish I did my homework - hopefully this review is part of your homework and you will find a reputable company to do your work!
Kathleen
Ripped me off big time
Contracted this company to remove tile bathroom floor and sub floor and replace it with a new sub floor and vinyl flooring. When installer arrived he said to first pay him the balance in cash or certified check before he began the work. I told him the balance was financed. He called his office and they said their finance dept was not open yet and in order for him to start the job he had to be paid in full. I went down to my bank and withdrew the cash to pay him. After paying him the cash in full he went into the bathroom called me in and said this is too difficult a job you have to remove the tiles and sub floor first before we can proceed. I was in tears begging him to please give me my money back, he called his boss who told him to just run out of there that it was the homeowners problem. I am a senior on a fixed income and this is beyond devastating to me. It is my whole savings. I had to gut the bathroom prior to them coming to do the install so I have no sink or toilet. I must go to a neighbors house for this use. I tried to go to small claims court this morning and since their corporate office is out of state I cannot sue them unless I go to Florida
AGNES
Lied to Customer and Installers
HORRIBLE BEGINNING. The Salesperson took measurement and saw all the furniture that would need to be moved. My husband and I moved all small furniture , drawers, bedding ect. The installer arrived, asking for balance of payment before coming in the door and then in less than 5 mintues "All *** Breaks Out" . He told us they do not move furniture and could not do the job. As I asked for my check back, the installer walked past me to go to his truck. We literally had to block him from leaving with the check. He proceeded to call someone and complain about the furniture. My contacted stated HEAVY FURNITURE to be moved. I made several attempts to contact a Representative from Floors direct, upon reaching someone and explained the situation, I was told he would call back in 5 minutes (its almost week later ). Later I called back a received a female who could use professional customer service training. She was arrogant and disrespectful. When I explained to her that I was working and could not be going through this with the Installer, she replied, " That is not our problem, you selected this date and time". We had to contact the Police to stop the Installers from leaving with my certified check. After the Officer spoke with the Installer; my Husband and I agreed to help move the furniture (even though i was suppose to be working), they decided to do the work as contracted. The job was done very professional and I am satisfied . BUT NO CUSTOMER should have to endure this type of treatment. When the Sales person assure you something can be done and then it turn out to be a big problem once they have your money and it is time to do the job. IF you must deal with this company be prepared. Make sure everything is documented TWICE. Pray that you do not have to contact the Customers NON-Service Dept. and be spoken to like an idiot. As for me I will not deal with them again. I work hard for my money and trust the agreements or contact that I sign. I would prefer to pay more and get the work done without a hassle.Be Careful. Get
Anonim
Scam company/ not true to their words
The biggest scammer is their sales person David King. He came to our house we signed the contract for the carpet. However we had some creaking issues and we let him know before installing the carpet and he said that when the guys come they will take a look and fix it and also move the furniture. We asked for his number and he was hesitant to give at first and then when I said I need it in case they do not fix it he gave it and I am sure it was not his number. The installers came and we had argument with them as they said they will not check the creaking sound and not move the furniture. It was not installers fault as they are outsourced. We called the 1800 number and that lady said if u want to cancel some percentage will be deducted. And that we never check anything so why would David say such thing. We tried calling him and texting he never replied. This shows that this company is a big Scam and as they advertise on TV that any carpet can be installed next day it is a lie. I will never recommend anyone to this company. And specially David King.
Adam
It’s a scam
We told our salesperson prior to install that our floors were not leveled and he said it was fine that it was included in sale than on install day they tell us that its an additional $3,000 to level our floor than we decided we wanted to cancel they tried to charge us half the price of the complete sale in fees and charges
EEPK
Big Scam, Fraud, False Advertisement, Deceptive & Manipulative Marketing Tactics
On April 26, 2022, I saw National Floors Direct advertisement from a website. I called and asked for an estimate. The next day, a salesperson, Michael Panagakos came to our house. After the measurement of the attic, he gave me the estimated cost. Of course, it was way too high. I said, I am not going to do the floor with that price. He said, "Wait, wait, wait. Watch what I can do for you!" and he called "Regional Manager" three different times to bring down the price. I told him that my daughter is getting married, and they are moving in June. It was very important for me to get her room ready before their furniture and stuff get delivered on June 1st (her attic is about 850sq with a huge walking closet). Mike then told me about rush installation. He promised and guaranteed that the installation of new flooring will take one day! Yes, only one day of installation! I was very excited and happy to hear of a one-day installation. Mike said, to proceed with rush installation due to my family circumstance, I need to waive my right to cancel the contract. I did that because he promised and guaranteed the installation date, which was set for 5/4/22. During our visit, Mike called his Regional Manager three times and the Manager verified and confirmed that the floor material that I wanted was in stock and ready. Not only Mike promised one day installation, his Regional Manager verified that the warehouse had the product already. So, I waived a 3-day cancellation for faster and quicker installation. So, I signed the contract based entirely on the fact that they were in stock, and the Regional Manager verified/confirmed & assured of the installation date on 5/4/2022. After I signed the waiver and tap-sign the electronic contract from his small tablet, Mike then asked for a deposit. I wanted to pay with my credit card. He said they do not accept credit cards. I could only pay with my personal check or bank check. He calculated my deposit amount. I wrote my personal check for $2,679.00. On May 2, 2022, just two days before the installation date, I was contacted by National Floors Direct, Kim. She said that the flooring material that I wanted failed an inspection and the new installation date is June 7, 2022. I told Kim that there is no way. My daughter is getting married, and I will have to get her room ready before that. I also told her that the only reason I signed the contract was because Mike promised installation by 5/4, not 6/7. Kim told me that I signed the contract, and they are bound by the contract. I tried to explain that she is moving in with her husband and their furniture. There is no way for me to hire movers to move her stuff to storage, and after the floor installation, I will have to hire movers again to move everything from storage to her room. Kim said there is nothing she can do. She emphasized that I signed the contract, and on that contract, the completion date was written as 7/3/22.I said, "What?" Mike was very nice salesperson, but he deceived me to sign the waiver and the contract without any thorough explanation. There was no print-out contract/agreement that I could read before I sign. He only brought a small tablet and he wanted me to "tap to sign" - literally he pointed me to tap here and tap there and that's exactly what I did as I was told. Mike never given me an opportunity to review the contract. I just did what he asked me to do. While I tapped the table screen, he said he will email me a copy for me to review. If Mike mentioned anything about possibility of getting delayed beyond 5/4 or 5/9, I would not have gone with this company because I just could not take any chances due to my daughter's wedding. Mike never mentioned anything about the completion date 7/3/2022. I told Kim that we cant do her room on 6/7 and certainly no way in 7/3. I requested her to refund our deposit. When I tried to dispute this, Kim said that National Floors Direct does not give refunds under any circumstances because I signed the waiver to cancel and the contract. I was manipulated by their deceptive marketing tactics, and they already cashed my deposit of $2,679.00 on 4/28/2022. National Floors Direct cashed my check real fast. I am so stressed out because now I am trapped! I repeatedly asked Kim that I cannot wait until 6/7 and that I was deceived by their sales rep. I asked her to return my money back. She firmly said, No. Her company does not give refund. I was getting upset. I asked to speak with a manager, and she said she is the manager. So, I asked for Regional Manager, Kim said the Regional Manager does not talk to customers, but only with them. I asked for the owner. Kim said that the owner does not talk to customers either. When I asked for refund because they did not keep their promises, the phone call ended without any solution. Next day, 5/4/22, Alexis called, and she and I spoke about an hour. She was even worse than Kim. She kept refer to the signed contract. She said that she is legally bound by the contract, and she cannot issue me a refund. I told her about her company's false advertisement, misrepresentations by Mike (the sales rep), and their scam business tactics. Also, enticing customers to sign the waiver by guaranteeing rush installation is another huge false advertisement. I told Alexis that Mike is her employee so either she needs to provide better training to her employees or train salespersons to tell customers the truth! Again, if Mike mentioned anything about possibility of getting delayed to June or July, I would never sign the waiver of 3-day cancellation and the contract. I told Alexis that all these prove their clear intention to hide the truth from customers and trap/force customers to install their products. Alexis raised her voice and interrupted me so many times to a point that I just want to cry. She yelled at me and said, "It is your responsibility to review the contract before you sign!" I paused little bit to breathe. I said, "Mike had a small tablet. He literally pointed lines and told me to tap. He never asked me if I want to review it." At this time, Alexis was screaming on the other line and did not let me finish. She said, "You signed the contract, and it is your responsibility to review, not the sales rep." They refused to return my deposit back. She threatened me that the installation date is now 6/7/22 and if I do not let them do the work then my deposit will be forfeited and I will have to pay 30% of restocking fee, contract cancelation fee, and other fees. She was extremely rude. The worst customer service I have ever experienced in my life! Alexis said that I will have to give the installers the remaining balance of $6,000 BEFORE they start the work. She was very rude and condescending. If I do not pay them first, they will not start. I said, "How can I trust you or them that they will produce a good work when they receive the payment first?" Usually, we pay the balance AFTER work is done." She yelled again, "That's it. I am done talking to you. We are not getting anywhere. I am going to send you a copy of your contract. You need to review it and make sure you understand. After you are done with reviewing your contract, you can call me." Then she hung up on me. Kim and Alexis had really bad attitude, and they have caused so much stress. I am already going through so much stress because of my daughters wedding plans, but National Floors Direct causes anxiety and nervous breakdown. On 5/5/22, another manager named Marylyn called and we spoke about 45minutes. I told her about how National Floors Direct lied about rush installation guarantee of great work, I asked her to give my money back. She said, No. Her company does not give refunds. She then compared it to Amazon purchase. Customers pay Amazon in advance before they receive their orders. The National Floors Direct is like that and she tried to convince me that they did not do anything wrong. While I was disputing with her, she yelled and screamed so I had to tell her stop screaming and yelling at me. Terrible!!! She said, Are you going to give your life away because it is on the contract? You dont ever never sign contract without reviewing it first. You failed to review it, so it is your fault. Your new installation date is 6/7. I told her we cant install the new floor on 6/7 and pleaded her to give my deposit back. She yelled even more and said, If you dont want it, you can cancel the job! I said, No I am not canceling anything. All I am saying is because of my daughters wedding and their move in date, I cant do the floor on 6/7. If you can get it done by the 3rd week of May, I am okay with it. She threatened me by saying, I am recording our conversation, and if you dont want the job, you can cancel it. You are responsible for 30% of restocking fee, cancelation fee, contract fee, and of course, you are not getting your deposit back! It is not right for them to call me just two days before the installation day to tell me something went wrong with materials and that the products failed an inspection. I told her it is not right for them to trap customers by deceiving them to give away their rights to cancel and force them to do business with them. Marylyn didnt care. When I told her I trusted everything that the sales rep, Mike and his Regional Manager said. She said, I dont care what they said! You are the one signed the contract. No one pushed you to waive your rights away and no one forced you to sign the contract. It was your choice! Its your fault for not reading it! She was horrible. Marylyn had no respect for customers! I asked to speak with the sales rep and the Regional Manager for verification. Marylyn said she called him few times already, but he did not pick up the phone. So, I asked for his number. She said if I have an issue, I should talk to her, not Mike. When I asked her to ask Mike to call me, she firmly said, No! What a horrible company with terrible customer service! I spoke with people named Kim, Alexis, and Marylyn. They were very rude and treated me, their customer, as a second-class citizen. Alexis and Marylyn would not stop talking and when I tried to talk, she interrupted me so many times. All three of them have threatened, intimidated, and bullied me that I am going through so much emotional distress, anxiety, nervous breakdown, and stress. There are so many victims like me. All three of them called me from 929-349-****. Their office is in NY. I asked for their physical address. Marylyn said they do not give out address to customers and they do not let me speak with the sales rep, Regional Manager, and other upper management people. Everything is so hidden with them. National Floors Direct took my deposit of $2,679.00.
Esther
False Advertisement & Robbing Customers' Deposit
I have been lied to, deceived, and robbed by this flooring company. The Regional Manager confirmed that the product that I wanted were in stock and ready to install on May 4, 2022. Please read the below for full description. Just now, I was contacted by another person saying that if I refuse to proceed with this order (they gave me a new date, June 7, 2022), I am not losing my deposit ($2,679.00), but I will have to pay for the consequences. I spoke to Marylin in addition to Kim and Alexia that it is my fault to sign the waiver, not them. They don't care what the sales rep said or the Regional Manager said, it is my fault to give my rights away. Please help. Please put this Company on Air. I asked to speak with the upper management or at least talk to the Regional Manager, but Marylin said "No." The Regional Manager does not talk to customers. When I asked to speak with the sales rep, she said he can't be reached. So I asked to speak with the owner, she said the owner does not speak to customers either. If I have an issue, I need to talk to her. Please help me so I get my deposit back. The number they called me is 929-349-****. Below is what I wrote yesterday and posted on Consumer Affairs. What a horrible company with terrible customer service! I spoke with people named Kim and Alexia. They both were very rude and treated me, their customer, so badly. Alexia would not stop talking and when I tried to talk, she interrupted me so many times. She raised her voice to the point she almost yelled and screamed on the other line. Yesterday and today, I went through so much emotional turmoil and stress with this company. Both Kim and Alexia stressed me out so much and they didn't even try to listen. On 4/27/22, a salesperson, Mike came over to my house. After the measurement, he gave me the estimated cost. Of course, it was way too high. I said, I am not going to do the floor with that price. He said, "Wait, wait, wait. Watch what I can do for you" and he called "Regional Manager" three different times to bring down the price. I told Mike that my daughter is getting married in June and I need to get her room ready before that. He said that since I am in a "rush", if I waive the 3-day cancellation, he guarantees that we'll get the new flooring done within a week, I told him that I am only here on Wednesday and Thursday, so I preferred the installation on 5/4/22. He said he will have to check with his manager to see if the five-day window will work or not. So, he called the Regional Manager to check and verify about the materials we need. The Manager approved because the particular product that I want is in stock and there shouldn't be any problem with installing on the 4th. Well, just two days before the installation date, I received a phone call from Kim. She said that the flooring material that I wanted failed an inspection. Kim gave me the next installation date, which was June 7, 2022. I told Kim that there is no way. My daughter is getting married, and I will have to get her room ready before that. I also told her that the only reason I signed the contract was because Mike promised installation by 5/4, not 6/7 or 7/3!!! Kim told me that I signed the contract, and they are bound by the contract. I tried to explain that she is moving in with her husband and her furniture. There is no way for me to hire movers to move her stuff to storage, and after the floor installation, I will have to hire movers again to move everything from storage to her room, which is the 3rd floor attic. Her room is about 850sq with a walk-in closet. Kim said there is nothing she can do. I signed the contract, and on that contract, the completion date was written as 7/3/22. I said, "What?" Mike was very nice salesperson, but he tricked me to sign the form without any thorough explanation. There was no print-out contract/agreement that I could read before I sign. He only brought a small tablet and he wanted me to "tap to sign" - literally he pointed me to tap here and tap there and that's exactly what I did as I was told. Mike never given me an opportunity to review the contract. I just did what he asked me to do. While I tapped the table screen, he said he will email me a copy for me to review. If Mike mentioned anything about possibility of getting delayed beyond 5/4 or 5/9, I would not have gone with this company because I just could not take any chances due to my daughter's wedding. Our friends and family members from other States will visit us to attend the wedding starting the last week of May. We are already stressed out with wedding plans and arrangements, but this company is expecting us to act normal and be normal? Last night, I was curious if there is any complaint against this company or not. I was shocked! The National Floors Direct used the same tactic "your product failed an inspection..." and took people's deposit and trapped them. Today, 5/4/22, Alexia called, and she and I spoke about an hour. She was even worse than Kim. She kept refer back to the signed contract. She said that she is legally bound by the contract, and she cannot issue me a refund. I told her about her company's false advertisement. They advertise that the majority floors can be installed next day, which is false advertisement. Also, enticing customers to sign the waiver by guaranteeing installation within a week is another huge false advertisement. Mike is her employee so either she needs to provide better training to her employees or train salespersons to tell customers the truth! Again, if Mike mentioned anything about possibility of getting delayed to June or July, I would never sign that form! This proves their clear intention to hide truth from customers and trap/force customers to install their products. Alexia raised her voice and interrupted me so many times to a point that I just want to cry. She yelled at me and said, "It is your responsibility to review the contract before you sign!" I paused little bit to breathe. I said, "Mike had a small tablet. He literally pointed lines and told me to tap. He never asked me if I want to review." At this time, Alexia was screaming on the other line and did not let me finish. She said, "You signed the contract, and it is your responsibility to review, not the sales rep." They refused to return my deposit back. She threatened me that the installation date is now 6/7/22 and if I do not let them do the work then my deposit will be forfeited and I will have to pay 30% of restocking fee, contract fee, and other fees. She was extremely rude. The worst customer service I have ever experienced in my life! I called my bank right away. I found out that this company cashed my check on 4/28, a day after Mike, the sales rep came to visit our house. They supposed to hold the deposit, but they were in hurry to deposit down payments before customers change their minds. Oh, and one more thing. Alexia said that if I do not have the remaining balance of $6,000 either cash or bank check before the installers install the floors. If I do not pay them first, they will not start. I said, "How can I trust you or them that they will produce a good work when they receive the payment first?" Usually, we pay the balance AFTER work is done." She yelled again, "That's it. I am done talking to you. We are not getting anywhere. I am going to send you a copy of your contract. You need to review it and make sure you understand. After you are done with reviewing your contract, you can call me." Then she hung up. Terrible!! It is not right for them to call me just two days before the installation day to tell me something went wrong with materials and that the products failed an inspection. Mike made me to sign the waiver since we were in rush, and now, the customer service managers dropped bombshells that the installation cannot be done by 6/7, but I have a feeling that it is not going to happen on 6/7. I have never expected anything like this would happen. Please refund my deposit.
Esther
Please Refund My Full Deposit Back!
What a horrible company with terrible customer service! I spoke with people named Kim and Alexia. They both were very rude and treated me, their customer, so badly. Alexia would not stop talking and when I tried to talk, she interrupted me so many times. She raised her voice to the point she almost yelled and screamed on the other line. Yesterday and today, I went through so much emotional turmoil and stress with this company. Both Kim and Alexia stressed me out so much and they didn't even try to listen. On 4/27/22, a salesperson, Mike came over to my house. After the measurement, he gave me the estimated cost. Of course, it was way too high. I said, I am not going to do the floor with that price. He said, "Wait, wait, wait. Watch what I can do for you" and he called "Regional Manager" three different times to bring down the price. I told Mike that my daughter is getting married in June and I need to get her room ready before that. He said that since I am in a "rush", if I waive the 3-day cancellation, he guarantees that we'll get the new flooring done within a week, I told him that I am only here on Wednesday and Thursday, so I preferred the installation on 5/4/22. He said he will have to check with his manager to see if the five-day window will work or not. So, he called the Regional Manager to check and verify about the materials we need. The Manager approved because the particular product that I want is in stock and there shouldn't be any problem with installing on the 4th. Well, just two days before the installation date, I received a phone call from Kim. She said that the flooring material that I wanted failed an inspection. Kim gave me the next installation date, which was June 7, 2022. I told Kim that there is no way. My daughter is getting married, and I will have to get her room ready before that. I also told her that the only reason I signed the contract was because Mike promised installation by 5/4, not 6/7 or 7/3!!! Kim told me that I signed the contract, and they are bound by the contract. I tried to explain that she is moving in with her husband and her furniture. There is no way for me to hire movers to move her stuff to storage, and after the floor installation, I will have to hire movers again to move everything from storage to her room, which is the 3rd floor attic. Her room is about 850sq with a walk-in closet. Kim said there is nothing she can do. I signed the contract, and on that contract, the completion date was written as 7/3/22. I said, "What?" Mike was very nice salesperson, but he tricked me to sign the form without any thorough explanation. There was no print-out contract/agreement that I could read before I sign. He only brought a small tablet and he wanted me to "tap to sign" - literally he pointed me to tap here and tap there and that's exactly what I did as I was told. Mike never given me an opportunity to review the contract. I just did what he asked me to do. While I tapped the table screen, he said he will email me a copy for me to review. If Mike mentioned anything about possibility of getting delayed beyond 5/4 or 5/9, I would not have gone with this company because I just could not take any chances due to my daughter's wedding. Our friends and family members from other States will visit us to attend the wedding starting the last week of May. We are already stressed out with wedding plans and arrangements, but this company is expecting us to act normal and be normal? Last night, I was curious if there is any complaint against this company or not. I was shocked! The National Floors Direct used the same tactic "your product failed an inspection..." and took people's deposit and trapped them. Today, 5/4/22, Alexia called, and she and I spoke about an hour. She was even worse than Kim. She kept refer back to the signed contract. She said that she is legally bound by the contract, and she cannot issue me a refund. I told her about her company's false advertisement. They advertise that the majority floors can be installed next day, which is false advertisement. Also, enticing customers to sign the waiver by guaranteeing installation within a week is another huge false advertisement. Mike is her employee so either she needs to provide better training to her employees or train salespersons to tell customers the truth! Again, if Mike mentioned anything about possibility of getting delayed to June or July, I would never sign that form! This proves their clear intention to hide truth from customers and trap/force customers to install their products. Alexia raised her voice and interrupted me so many times to a point that I just want to cry. She yelled at me and said, "It is your responsibility to review the contract before you sign!" I paused little bit to breathe. I said, "Mike had a small tablet. He literally pointed lines and told me to tap. He never asked me if I want to review." At this time, Alexia was screaming on the other line and did not let me finish. She said, "You signed the contract, and it is your responsibility to review, not the sales rep." They refused to return my deposit back. She threatened me that the installation date is now 6/7/22 and if I do not let them do the work then my deposit will be forfeited and I will have to pay 30% of restocking fee, contract fee, and other fees. She was extremely rude. The worst customer service I have ever experienced in my life! I called my bank right away. I found out that this company cashed my check on 4/28, a day after Mike, the sales rep came to visit our house. They supposed to hold the deposit, but they were in hurry to deposit down payments before customers change their minds. Oh, and one more thing. Alexia said that if I do not have the remaining balance of $6,000 either cash or bank check before the installers install the floors. If I do not pay them first, they will not start. I said, "How can I trust you or them that they will produce a good work when they receive the payment first?" Usually, we pay the balance AFTER work is done." She yelled again, "That's it. I am done talking to you. We are not getting anywhere. I am going to send you a copy of your contract. You need to review it and make sure you understand. After you are done with reviewing your contract, you can call me." Then she hung up. Terrible!! It is not right for them to call me just two days before the installation day to tell me something went wrong with materials and that the products failed an inspection. Mike made me to sign the waiver since we were in rush, and now, the customer service managers dropped bombshells that the new installation date is 6/7, but I have a feeling that it is not going to happen on 6/7. I have never expected anything like this would happen. Please refund my FULL deposit back!!
Dmitry
Terrible customer experience
Updated by user Apr 17, 2022
It was not resolved yet.
Original review Apr 17, 2022
DO NOT TRUST POSITIVE REVIEWS FOR THIS COMPANY! I AM ATTACHING THE PHOTO WHERE THEY DO NOT ALLOW TO POST NEGATIVE REVIEWS ON THEIR WEBSITE. We decided to install the new floor in our house. Jason Daniello, the representative from National Floors Direct, came to our house on March 19, 2022 to provide us quotes. We explained him that we want to install vinyl floors on our first floor and hard wood on the second floor. During the estimations, we pointed to the spot in the bedroom under the carpet where the plywood level was higher. We asked Jason whether they can also fix it during installation. He told us that on such surface we cannot install hard wood, because the surface should be perfectly leveled. Then he told us that their installers will fix it during installation before installing the hard wood floors. Jason provided us the quotes and mentioned that everything is included (removing current carpet, fixing the plywood and moving the furniture). He asked to sign the waive on 3 days cancellation. We were not planning to cancel the contract and we signed this waiver. We paid the deposit over Zelle and personal check. We agreed on the date of installation of April 16, 2022. On April 13, 2022, we were contacted by National Floors Direct with the request to come one day earlier (on April 15, 2022) and we agreed. On April 15, 2022, two installers came and started checking the floors. When they saw the plywood on the second floor, they told us that they cannot fix the plywood. We called National Floors Direct and Alexis told us that we should call third party to fix it first and then their installers are able to come and install the floors. In case if we do not want to call the third party first, they can install the hard wood without fixing plywood but the warranty will be cancelled. We declined both options, because our agreement with National Floors Direct included fixing the underlying plywood. I would like to mention that this dishonesty from National Floors Direct affected my wife health who is pregnant now. We warned NFD about this as well. Currently, we request National Floors Direct to return our deposit. When I told them that, this is an abuse of our consumer rights and US law, they kept relying on their contract only.
Anonim
Worst business practices - Buyer Beware!
We purchased a home and needed to do quite a few upgrades and renovations. Due to the amount of planned renovations we decided to try and be more cost effective with carpet needs in our 3 guest rooms and basement; so we chose to work with National Floors Direct. Worst decision we could have made! Below is the list of all issues we have so far encountered with National Floors Direct: 1. At our initial consultation meeting we were very specific that although we were choosing a very basic basement carpet, because its the basement we wanted a thicker upgraded pad under the basement carpet. Needless to say, that did not happen. Walking on the installed basement carpet is just like walking on concrete. The pad recommended under false assertions of meeting our needs is completely lacking in anyway from what we asked for. 2. On day of installation we were told to be available and block out the entire day for installation (8 to 5). On that day we were told by the installers that they were given too much of the basement carpet and not enough of the guest rooms carpet; seems the sales rep had measured wrong. Therefore, they needed to reschedule to come back and complete installation on two of the bedrooms but they should be back on the following Monday. The next day after initial incomplete install someone called and shared that they actually couldnt come back on Monday because they had to order more of our carpet which would take 3 weeks to arrive. With no choice we scheduled another installation day (this time blocking out 8 am to 12) for 3 weeks later. Fast forward 3 weeks; the day of installation came. Installers showed but said that they were given the wrong carpet and needed to come back a 3rd time to complete installation. After they left, someone called and said they would be back the next day and we needed to block the full day (8 to 5) and wait for them to come a 3rd time to finish. 3. In addition to the mentioned items already, in one bedroom, day after they installed carpet, a reddish rust discoloration in two parallel lines occurred on the carpet in the only completed bedroom. We called National Floors Direct about it and were told since we didnt tell them day of installation it would be on us to bare the cost of replacement. Although they did offer that since we had a planned return visit from installers they would attempt to clean it for us. The kicker is that on the 2nd day installers showed up 3 weeks later with the wrong carpet, installer shared it looked like the pad bleed through somehow- meaning THEY (installers) caused the stain and would let them know. However after installers left and we were called to schedule day 3 to try and finally get this completed they told us installers said they tried to get stain out but couldnt do it so now we were financially responsible. That was a TOTAL LIE!! Since installers didnt have the correct carpet they spent no more the 5 mins at our home with 3 of the 5 minutes outside taking on the phone. We explained that to the lady on the phone whose response was Ill let their manager know. Not surprised at all but no call came from the manager Sohere we sit on day three of trying to get this completed and 4 hours now waiting for the installers. We will NEVER AGAIN use National Floors Direct. Definitely BUYER BEWARE.