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National Floors Direct / carpet installation

1 United States

We had a NFD salesperson at our home on April 4, 2017, we chose "stone" carpet, scheduled the installation for April 8, 2017 and put a $1, 000 deposit down. NFD cashed our check on April 5th. We received a call on April 5th telling us the "stone" carpet was not in after all, we accepted a different carpet with no fuss, even though the salesperson had "verified" that the carpet was in stock when we put our deposit down the day before. On April 6th we received a call confirming the install for April 8th. On April 7th we rented a truck and moved all of our furniture from 2 floors of our hime out into the truck so the floors would be clear for carpet. On April 7th at 5:19pm (day before install) we received a call from NFD canceling the install the next day due to material issues. We contacted our salesperson immediately and he told us it was a man power issue, not a material issue. We were unable to speak to anyone until the next day (everyone had gone home is what we were told). The next day I spoke with a NFD manager named "Tom" who told me that i may not cancel my order and that we "need to make ourselves available to NFD when they are available to do the install" I told Tom that we were very clear about needed the install on the 8th as we were in a time crunch to sell our home and we were home that day. I told him that we both work full time and could not just "make ourselves available" when NFD felt like showing up. My husband also spoke with Tom who told him that they were unable to do the scheduled install because it rained and the "trucks can't drive in the rain." That was the third different reason we were given for the last minute cancellation. We have not heard from them since. I have filed a complaint with the Better Business Bureau (pending). NFD has refused to refund our deposit even though they changed the carpet we ordered, cancelled the install and never spoke to us again. $1, 000 free money for them. Absolutely horrible experience, horrible customer service, we have already told our realtor to spread the word as well as spreading the word ourselves. Absolutely awful experience.

Apr 18, 2017

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