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National Floors Direct
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National Floors Direct Complaints Summary

27 Resolved
141 Unresolved
Our verdict: With National Floors Direct's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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National Floors Direct complaints 168

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9:23 am EST
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You advertise you will beat anyone's price, regardless of sales price or offer is not true. Your customer service does not call you back, 4 calls no call back. I had a price of $1284.43 for 1 room and stairs. Your price, $2400.00. Had to remind Rep of your add and still didn't get15% lower, final price after 2 phone calls $1130.00. Call 4 times, spoke to 5...

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4:34 pm EST
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We purchased our floors through NFD in March 2023 based on information from the salesman: Low VOC product 25 year warranty Installers were not contractors but NFD employees NFD were flooring experts and able to address any flooring problems we had Unfortunately most of this turned out to not be true. First the true, thankfully the Shaw product we...

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5:34 pm EST
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I met with a sales representative from National Floors Direct to get a quote. We got to an agreeable price for the install and wrote the contract payable with financing. The representative provided me with a QR Code for Syncrony Bank to obtain financing at 0%. He said if financing doesn't go through then we cancel contract. I agreed and we continued on with...

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Is National Floors Direct legit?

Our verdict: Complaints Board's thorough examination reveals National Floors Direct as a legitimate entity with notable strengths. Despite a 16% resolution rate on customer complaints, which invites a closer look, National Floors Direct stands out for its commitment to quality and security. Clients considering National Floors Direct should delve into its customer service record to gauge compatibility with their expectations.

National Floors Direct earns 91% level of Trustworthiness

Perfect Trust Endorsement: National Floors Direct achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for National Floors Direct. The company provides a physical address, phone number, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Nationalfloorsdirect.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows National Floors Direct website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Nationalfloorsdirect.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Several positive reviews for National Floors Direct have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Nationalfloorsdirect.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • While National Floors Direct has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 16% of 168 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • National Floors Direct protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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10:08 am EST
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I paid in advance as required! They knew of my situation of disability. I moved to a new place and before I had movers I had National Floors Direct hired to install new floor as the old floor was a cat pee filled rug in all rooms. Vinyl floor was to be installed. Showed up on time but difficulty arose when installers had very limited ability to converse...

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9:34 am EST
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I got my floors done on June 28th. Vinyl Tile in my Kitchen and Carpet in my Office. The Carpet turned out great but we have had non stop problems with the Kitchen floors. The day the installers came, they put up the wrong color trim, it was falling off, and it just didn't look good. A couple days later I noticed a couple of the Tiles were moving apart so...

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5:31 pm EST
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National Floors Direct Carpet installation

We are scheduled to have carpet installed on November 30. Unfortunately we have an emergency we will not be available until the beginning of January. I have contacted several people including our sales person. Mark Todd, and no one is willing to help us. We are not requesting a cancellation. We just need to reschedule to the beginning of January and this company only wants to reschedule us two weeks out when we are not going to be available. if we completely cancel the job, they want us to pay the entire balance in full and then we can schedule whenever we want. We find that that is very unfair. We would rather schedule in January and pay the day the services are rendered. We feel we are being held hostage because they’ve already taken our down payment and is nonrefundable.

Desired outcome: We would like our carpet installation to occur the first week in January or anytime in January without penalty, and to pay the remaining balance on the day that the carpet is installed.

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11:03 am EST

National Floors Direct Flooring

I removed the toilet as instructed. The installers cut the tile on top of the flange and destroyed it. They are now claiming they are not responsible because I should have removed all the plumbing. The threw away my brand new base boards (that I told them I would reinstall myself) and are now trying to make me by base boards from them. They also put deep cuts into the panel on my new kitchen island and put huge holes in my walls. They are refusing to address either issue. The installers claimed responsibility and said they would make all repairs and are now refusing. The company has transferred me countless times and each person gives a different story.

Desired outcome: Repair/replace my toilet flange that the installer broke. Replace my baseboards that were stolen. Patch the holes they put in the wall. repair or replace the damaged panel on the kitchen island.

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2:33 pm EDT
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National Floors Direct Rug and flooring installation

In October 2023 I had NFD replace carpets and one of them was only to be trimmed on one side to reveal a floor vent. Instead they cut it on both sides and the rug is too narrow. I want it replaced with one that is the correct size. I should not have to pay for errors made by the measurer. And the workers damaged my property during the installation which they should repair or compensate me for

Claimed loss: Rug, damage to doors and wall

Desired outcome: Correct size rug and repairs to damage

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1:32 pm EDT
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9/2/2023 - contract floor installers came to my house at about 7:45ish AM to replace carpet flooring with vinyl flooring in the master bedroom and the other bedroom. Master bedroom - everything is fine. The other bedroom - the installers unbolted the closet floor door holder glued it onto the vinyl & broke off a piece which wasn't found out until I wa...

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7:32 pm EDT
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National Floors Direct Luxury vinyl plank flooring

I had this flooring installed on September 5 2023 and I found these unusual round marks in the flooring. I don't know if it is from when the installers moved the furniture from one side to the other and it left these marks, or possibly a defect in the tile. There are probably a dozen or so marks. I would like to have someone come to look at these marks to see what can be done to remove them. The pictures that I am including in this email are from different locations of the flooring.

Best Regards,

Thomas Kingren

35 Fargo Ct

Coram, NY 11727

Desired outcome: Have this flooring repaired

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4:07 pm EDT
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The carpet installation was scheduled for 9/12/2022 but the installers left after 30 minutes due to heavy rain. The carpet was then installed the following day on 9/13/2022. The quality of the installation was very different from what we witnessed at a friends house, who had referred us to this company after having her carpets done which we were present...

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2:33 pm EDT

National Floors Direct National flooring direct

Paid 12k for floors. The job is half [censored]. We had 1 room that needed carpet. We had to reschedule due to covid. Then the hurricane hit. I am without power. A busted pipe. A sick person and they can't lay the carpet where the busted pipe is and without electricity. So they demanded 250 to reschedule. ABSURD. Rude customer service. I had to yell and hang up from her interrupting me. All I heard was 250. They literally could NOT lay carpet here. But they wanted 250. Plus they could care less about their employees getting covid. No managers to speak with. Illogical rude people with cruddy service and poor workmanship

Desired outcome: You got my Deposit. Just go away.

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1:29 pm EDT

National Floors Direct 1 year old floor coming up

We had a engendered wood floor put in March last year and noticed one board is lifting up and seems to be losing the top layer. It would not be a problem if it wasn't in the entry into the kitchen. Enclosed photos. This just didn’t happen today and I call once and was told to send information and photos but I lose the email to send it to, when I called back to get the address again I was told the floor is out of warranty and i have to get an outside repair person it's my problem. I do believe a floor should last more than 15 months considering we have no small children just to retired adult's.

Desired outcome: Repair of the floor

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10:31 am EDT
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National Floors Direct Unavailable product promised

I contacted Floors Direct in May 2023. I selected flooring and given pricing. I was told that I needed to pay 1/3 of the total

Cost as a deposit. I was also told that I needed to give the deposit before being issued the contract. Fast forward, I was told that the flooring was not available to install. I just wanted my deposit back and was then informed that deposits are not returned and I needed to refer to my “contract” which states that deposits are not returned. How convenient?! Contracts are not issued until deposit are given and you can’t make an informed decision before giving your deposit. Flooring isn’t available to install and I am at a lost. I do not want to reselect. Do not do business with this company!

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7:25 am EDT

National Floors Direct Luxury vinyl flooring

This is honestly the worst company I have ever worked with! First, the salesperson didn't know what he was doing and sold me flooring that doesn't match my present flooring. The installers never showed me the flooring before ripping out my carpet. I called National Floors Direct to let them know the color recommended by their salesperson did not match and they told me it was my fault. I wanted to see if I can change out the flooring for something that does match. National Floors Direct wanted to charge me a $1700 restocking fee to change the color even though they say they are direct to the warehouse. Seriously? I finally agreed to pay $500 extra, They said they'll send somebody out to install it. The people came about three hours later and told me they don't move electric beds. Now what am I supposed to do as a 63-year-old woman, move my king-size bed myself? This company sucks. I have no idea how they got so many positive reviews because they can't possibly be true. Reconsider before you ever hire this company. Oh- and I forgot to mention- they do NOT take credit cards and do not tell you that upfront and they demand payment upfront!

Desired outcome: Refund my $500

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2:06 pm EDT

National Floors Direct Service refusal

First I made an appointment on the phone for free estimation for my business property flooring. Soon a representative named Patricia called me ask me if my landlord can be present or not, so I immediately contacted my landlord and return the call for the answer. Then she told me that the appointment just made 15 minutes ago is mot available anymore. I was a little upset at that moment because the appointment was cancelled with no agreement. She said she will call me back with confirmation, but she never did, so I called back on the appointment day, some other representative sounded like my name was showing some bad sign and I was transferred to a complaint department. This man was very calm but rudely told me that they refuse to provide a service to me and hang up. This is not acceptable treatment that I got as a potential customer by discrimination to pick and choose customer with poor service. It is extreme upsetting.

Desired outcome: I would like to know the reasons for the refusal and apology for treating me like a trash.

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8:28 am EDT
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National Floors Direct Installation incomplete

On may 30th national floors, direct came to install my new pale, oak, laminate floors and carpeting for the stairs in my refinish basement.

When the sales guy sold me the product the week prior for my basement floors he was aware I had asbestos tiles, that were in good condition, and he said would not be a problem. He told me they would put the new flooring over it hence why would I go through the sale if it would be an issue ?

When the contractors arrived they did complete my stairs, but told me they could absolutely not do my laminate floors when they discovered the asbestos tiles. They left me with a half tore up basement and took all my money upon arrival as this is their policy before they begin the job. They did tell me they would come back and finish the job once I took care of the asbestos tiles. After speaking with customer service twice they gave me little to no option, which was rip them all up or cover your floors with a coat of cement which could be thousands and thousands of dollars after calling other contractors and two asbestos professionals All parties I called advised me against pulling up the asbestos tile, if it was in good condition . Asbestos tiles should just be covered up with a new flooring and should not be disrupted. As that can be costly and not safe. I was also told there is no such thing as putting a cement covering over the tile. When I called back national floors, direct saying I just want my money back for the installation price and I will do it myself another route I keep getting brushed aside and ignored. I’ve called twice and I’ve sent a bunch of emails with no response. I’m just looking for the installation money back. I will keep the product I paid for and I paid for the stairs without hesitation, as that job has been completed. Thank you.

Sara roberge

[protected]@hotmail.com

Desired outcome: Refund for the installation service

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12:13 pm EDT
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National Floors Direct Installation of floor

To whom it May concern at National floors direct . I am writing this letter to let you know how upset and disturbed I am by how The installation of our floor Your representative Rodney came to our home sat down with us and gave us an estimate on a floor that we choose for almost $12000 this was to do 2 bedrooms. A bathroom and a kitchen after seeing your commercials that we could get 3 rooms done for less than $1500. This was quite a surprise to your representative Rodney left. You could tell he was disgusted that we did not Want to do this for that much money. He went to his car, he sat in our driveway for like 20 minutes. Then he knocked on our door again and said I actually spoke to someone and I could get your Installation done for $6900. This also was not acceptable for what we had thought. We would pay for a floor the next day. My husband gets another email at this time. They offered it to us for $3600. I was notified of this by my husband he asked what we should do. We figured that price we would do it. So you sent. The Same representative Rodney back same representative Rodney ,he came in sat down and talked about nothing but conspiracy theories about president Biden, Trump and the Queen of England this was very upsetting I do not believe in conspiracy theories but apparently this man does and dismissed my conversation. We reviewed the floor that I choose, which was a heavy duty floor that did not scratch. It was roughly a quarter inch thick and a Gray color Rodney the representative states tis is the same floor he is getting in his home he states this is a very nice floor. Rodney told us that the guys that come in to do the floors would remove The trim remove the old floors and place the new installation of flooring. The day that they arrived they arrived with a totally different floor than what we ordered They stated they do not remove the old floor we had to remove it ourselves. The old floor was never lifted up. They put the new floor on top of our old floor. When they 1st arrived I told them they had the wrong floor i don't think they understood this was the material told them to get the representative Rodney on the phone they stated they could not get him. They call customer service. The gentleman on the other end of the phone was very unprofessional. And told me that we already put a down payment on the floor and it was too bad. If we didn't go through with it we would lose our down payment. I did not want the floor they placed. I also did not want to lose my down payment but as he threatened to me with taking my down payment. I called my husband and it's OK for the floor to be placed. He said just put the floor down they put the floor down but they left open areas along walls did not bring it up next to the walls my bedroom door cannot. Close due to the piece that is put across. Where they connect the hall to the bedroom is in the wrong place so now my door will not close. I have a scratch where they moved my refrigerator back into its place left a 6 foot scratch across the floor and this floor was not supposed to. Scratch I am very disappointed with the service that was provided. I will let everyone know of How we were treated the representative that talked conspiracy theories doing his visit. This letter will also go to are state representatives. Consumer affairs and the better business bureau.

Doug and Tonya Way

Desired outcome: To get our money or the floor that was originally order.

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4:14 pm EDT
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National Floors Direct Salesman and managers lying-refusal to return deposit

Last saturday the sales person lied to my husband and I several times. He stated that shaw's products are american made, vinyl planks we selected were green guard certified. This is not true. Modeled oak impact plus is made in china and none of shaw's vinyl is green guard certified. The only products by shaw that's green guard certified are laminate and hardwood floors. When I submitted my estimate to get the lowest price guarantee a manager called me and tried to convince me that the product in my estimate wasn't a shaw product and told me again that the vinyl planks we selected were greenguard certified. Again they are not! Since we were lied to multiple times by this company we decided to call shaw inc to see if sydney clove vinyl plank was a shaw product. Turns out it was and the manager lied to us and tried to convince us that it was a product made in california with no warranty. I attached the information and picture of sydney clove we received from shaw. They still denied their lowest price guarantee. We had a similar shaw product with the same square footage estimate for installation and product by home depot for 8,000 less than what national floors direct wants to charge us. They did not honor their lowest price guarantee but the highest. We still have not received an itemized list, they are wanting to charge us more than $11 per square ft to lay vinyl planks on top of tile. This is absurd! They also told us that they would have to charge more than 30,000 to take up the tile in at 2,300 square ft house! So unbelievable. After all these lies we were told they will not return our deposit of more than $8,000 and are refusing to cancel. We are so disappointed in the service we have received from national floors direct. My husband and I are both combat veterans and highly recommend that all military avoid this company at all costs!

Desired outcome: return deposit

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Update by Tammy Guillet
May 22, 2023 11:45 am EDT

Odai Ayoub

On May 13. 2023 Mr. Ayoub, a sales reprentative from National Floors Direct came to my house for a scheduled estimate. As soon as the salesman came in we stated we were planning on going with tile. We told him based on previous estimates the contractors stated that we should take up the tile because it wasn't level.

The NFD salesman said that it would take around $30,000 to take up and dispose the tile. We should've known then that this company was shady and couldn't be trusted since we already received other estimates stating that taking up tile would be around $5,000 - $7,000. He then started talking about vinyl being a great alternative and they could lay the vinyl on top of the tile.

I told him about my reservation of vinyl due to the vocs and offgassing of the product. He assured me that the vinyl from shaw floors were green guard certified which is the cleanest it can be and that the products were American made. Come to find out that the vinyl is not green guard certified and this product is made in CHINA! The only shaw products that are green guard certified are laminate and hardwood.

We sent the company an estimate from Home Depot with a similar shaw product. The estimate include around the same square foot that national floors direct did. The next day, I received a call from Humberto Martinez, NFD the next day who tried to convince me that it wasn't a shaw product which is why they could not honor the lowest price guarantee. During our conversation, Mr. Martinez assured me that the shaw vinyl plank product that was in our order was green guard certified. When I told him, I did research regarding this and the only shaw products that are green guard certified are laminate and hardwood floors. He said he would research the information and send it to me. The next day he sent me information regarding some of the vinyl material having a floor score, but again not green guard certified.

After reviewing many of the complaints about their deception on yelp, glass door, and the better business bureau, it was very clear I wasn't the first to be bamboozled by their deceptive tactics and dishonesty.

I then decided to call shaw inc. to see if the product, sydney clove that was included in our estimate was a shaw product. Turns out, the product listed in our estimate was a shaw product. This was just another lie I was told by NFD. After sending them the proof that the shaw representative sent me and including her information in the email, NFD came back with having other issues with the same estimate. The estimate at home depot with a similar product from shaw was LESS than $8,000 with the same square feet. They would do everything that national floors direct says that they will do.

It was clear that they were not going to accept any estimate. Instead of offering the lowest price guarantee they charged us the highest price.

They took more than $8,000 of our money and refused to give it back even after we caught them in several lies. They want to charge us more than $11 per square foot to lay vinyl over tile! This is astronomically priced and the only reason we agreed to going with NFD was their lowest price guarantee. THIS IS NOT the case. They do not offer the lowest price but try to get customers to pay the highest price. Shameful!

We have asked now 3 times for a deposit to be returned to us because of all the lies we were told about the product. They continue to tell us we can't cancel and they will not send our deposit back. My husband and I are both combat veterans and are appalled at how they treat service members. We strongly advise all military personnel to stay far away from this company.

NFD has a history of cheating, misleading, and lying to people to get the to pay the highest price. they also do not offer the lowest price guarantee

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1:21 pm EDT

National Floors Direct Incomplete installation

I placed an order for carpet on April 3, 2023. The work was to rip up the existing carpet and replace all with new. The contract number is MA23875. On April 26, 2023 the carpet installer came but did not complete the installation. He did not install the carpet in a closet clearly called out in the contract and shown on the documents. I have called the company and they basically refuse to recognize the error. They say that everything in the contract was completed. This is simply not true.

I also emailed the sales person asking her what I could do. She sent me a diagram showing what should have been completed. I am in agreement with that document but one of the closets as shown was not completed. She has not given me any advice on how I may proceed to have the error corrected.

Desired outcome: National Floors Direct to send someone to finish the job.

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National Floors Direct contacts

Phone number

+1 (888) 400-3566

Website

www.nationalfloorsdirect.com

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