National Floors Direct
reviews and complaints

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.

If you're looking for flooring solutions, I strongly suggest considering an alternative to National Floors Direct. My experience showed that their customer service was far from satisfactory, beginning with the salesman who relied on handwritten notes during our discussion.

Another flooring company, Next Day Floors, highlighted that National Floors Direct often outsources jobs. Also, the salesman informed me that the vinyl flooring option I was considering would not properly address the squeaking issue I was trying to resolve. He suggested that I should have gone for a thicker, laminate flooring option instead.

Be prepared for high-pressure sales tactics from National Floors Direct and know that their involvement ends once the installation is complete. It seems they adopt a bait and switch approach, and their customer service staff leave much to be desired. I found numerous complaints online from customers who experienced similar issues with their installations.

I urge you not to be swayed by low bids on what appears to be quality work. It's important to invest in the best solution for your specific needs, and National Floors Direct may not be the right choice. Don't let yourself become another dissatisfied customer.

I order a rug gave a deposit a ck they told me that they were coming at 7:30 to 12:30 .They didn’t come till 3:30 he just was looking around I said this is we’re the rug going I move all my stuff he said you paying cash I said yes . He said you have to pay first I didn’t even see rug I said I Weill when you install it you have my deposit. They wanted all the money before I even saw rug . I call Customer service they were just as bad . It is the worst company I have ever dealt with. Be careful I wouldn’t do business with this company they are scammers.

On Friday, Jan. 6, 2023, I had a salesperson come to my house to give me a quote on flooring. I accepted that quote and gave him a check for $520.00. I asked if I decided to cancel for whatever reason what should I do. I was told by the salesperson that I need to call within 3 days. I gave it some thought and decided to cancel my order the next day, Saturday, Jan. 7th. I called National Floors at 1:25,3:30,4:45, and was told there was no one to speak to, that a sales manager would call me before 6PM that night. I stated I only had 3 days to cancel. NO call back!

The next day I called again at 11:45, had to leave a message. No one in customer assistance. Left name, phone number, and stated I needed to cancel within 3 days. I also left the info that I received the day before stating a sales manager would return my call. Again, no return call.

Called on the 9th, and finally spoke to Emberto. Told him I wanted to cancel, and he said fine, asked why I would like to cancel, and then said when the check has cleared I will get a check in the mail. He was very nice and said everything was all set.

Jan. 24th still have not received a check, called Emberto again, and he nicely said it had to go through the billing department, and it could take up to 2 weeks. Called again on Feb.9,17,21, March 3,6,15 and again today...

It is now March 16th, and have called many, many times. I was told that Emberto would return my calls, and he never does. Talked to Alex yesterday, March15, and it seemed to be set. He called me back and said he had questions. Alex was not able to speak to me today, so I spoke to David, and he informed me that they will not return my money, as I did not fill out a cancellation form. I was never instructed to fill out any forms by Emberto or the salesperson for cancellation. I called and tried to resolve this within my 3 days cancellation period. If I had forms to fill out, I would of gladly done so. It would have been easier and less time consuming then these numerous phone calls. I would just like my money returned as I did what was instructed by Emberto and the salesperson.

I purchased hardwood floors from this inept company. The salesperson lied and said the installers were certified to install the wood and two young Hispanic boys showed that could barely speak English. It turned out that the floor underneath my plank hardwood was concrete. The installers told customer service they couldn't install the flooring and that they wanted to collect the final payment and leave the wood. I said no and the installers left. The customer service department said they would call me back with a solution. Their solution was to glue down 3/4 inch hardwood flooring to concrete. What so-called flooring company would suggest such a thing? Then they told me I would have to pay for a contractor to come to install plywood they would install the flooring. I asked don't you have someone that can install it if I pay for it? Their answer was, "It is beyond the scope of the job." Aren't you a flooring company and you can anticipate issues like this when your salesperson is so inept? Lastly, I sent emails to the salesperson, and his manager and they never responded. Do not deal with this company, the salespeople lie and the customer service staff are complete idiots. I even filed a BBB complaint against the corporate office and they still would not lay the plywood down to complete the installation. They also give you this 28-page contract to sign, so buyer beware. Find a more reputable company that cares about customer satisfaction. Please read their Google reviews to find out how they treat customers who have problems with them.

On 9/30/2022, NFD salesperson Christopher Ciccia came to home - contract was created & signed by my partner after lengthy discussion of project which involved installation of wood floors for 3 large bedrooms on 2nd floor as well common areas (hallway). Quoted price including labor & materials was roughly $12K. Up front cash deposit totaling $4051 prior to receipt of any materials/work being initiated. My partner was explicit in his description of the type of flooring... 100% natural hardwood; not engineered wood. Throughout sales presentation it was reiterated that installed hardwood should be able to withstand sanding& restaining multiple times(>3-4x) - engineered hardwood would not withstand treatment of this nature. Chris (salesperson) saw the space, took measurements & saw hardwood already installed on the stairs & landing & in one of the add'l bedrooms (not included in project). It was further discussed that new flooring must interface with current hardwood at top of stairs & at entrance to additional room. It was expected the new flooring would be level/even with existing hardwood surface. I was unable to attend sales presentation, & requested a sample of the flooring. Unfortunately, told this was not an option. For 12K to be spent on a project with requirement for an up front deposit totaling $4051.00 - (cash or money order only) you would hardly think the ask for a sample of the hardwood should be too much trouble to accommodate. Yet, despite multiple requests during weeks leading up scheduled install date (11/11/22) to see the materials, we never were extended the courtesy. On 11/11/2022; having spent the previous 5-6wks ripping up & hauling away carpeting; pulling out nails & staples to ready existing plywood subfloor for new flooring, we eagerly met the installation crew. Upon seeing the materials we immediately noted we had been sent engineered wood. Contractor agreed material will not work with existing flooring (3/8"v. 3/4"). NFD refused to remedy.

We kept getting the run around. They called us daily to reschedule the install with the same incompatible materials. They wouldn't even discuss another option with us and wouldn't allow us to speak with someone who could. Eventually we paid someone else to the work. We asked they delivery the materials at least and we would try to sell it to recoup some of the money they took from us and they refused. We are out $4551 with nothing but headache and stress to show for it. I was disrespected harassed and hung up on. I tried to resolve through bbb and suddenly they want to tally about exchanging the materials with all these charges and fees tacked on. Too little too late. The service address on the contract is not even valid. How can they enforce such an agreement?

I had carpet installed and they installers were suppose to replace a board in the hallway. They did not install the board ,that I paid for, and stuffed padding in place of the board instead. At the seams of the carpet is starting to pull apart. They did not install the carpet around the pellet stove correctly and not there is carpet bunching. The installers pieced the hall carpeting together and around the corners, the carpeting is pulling away. I had vinyl flooring done and the installers did not finish the threshold pieces correctly and now the vinyl flooring is lifting. What a waste of my hard earned money.

February of 2019 I had NFD install luxury vinyl flooring in my living room, dining room, hallway and three bedrooms( including closets). The day of install, the installers said that the floors in a couple of areas were not level and they needed to use self leveler. Ok, maybe the floors could be out of level, I’m not really sure, so I agree to the extra charge. The guys do the install and also install the bade moldings. Everything looks good and the guys cleaned up. A few weeks later, I notice the flooring in front of the entrance to my kitchen is separating at the butt joints. NFD comes back and says that the flooring was installed too tightly against the wall which didn’t allow the floor to expand and contract. They fixed the issue. The floors keep separating and I call back. The nasty “customer service” woman says the installation warranty has expired and they won’t come out. I look where the hallway meets up with one of the bedrooms, and I see that the fix that was performed was that the repair guy just closed up the butt joints and then caulked the edge of the flooring underneath the transition molding. NFD still won’t come out and fix the issue. So every couple of weeks I have to push the flooring back into place. Fast forward to fall of 2022. There are 2 vinyl tiles that are now peeling and chipping where the hall flows into the living room. I call NFD and they refuse to come out. They say it’s a manufacturer issue and to call them. I call Mohawk and they tell me to file a claim, but it has to be done through NFD. I call NFD and jump through hoops with them. They send out an inspector who comes to my home, takes photos and does his measurements. He is a nice guy and is shaking his head at how the installation was done. He says that the base molding was too tight against the floor and that in the area with the damage, it was a little out of level. He was amazed at the caulking fix that was done under the transition to the bedroom. He tells me that these inspections for claims against NFD keep him pretty busy. Now it’s mid January of 2023 and I get a call from NFD stating that my claim through Mohawk was denied. She says it was due to the floors not being level and me not having felt pads under my furniture which caused gouging. I tell her that there is no furniture on or near the damaged/peeling flooring and that they were the ones who used the leveler on the flooring and also installed the molding too tightly. She got loud with me and said that the flooring would have showed this damage a couple of months after being installed and not 3 years later. We argued and she was nasty. I finally had enough of her nastiness and hung up the phone. NFD, in my opinion, only guarantees their installation for a VERY short time because they know the issues will happen after their “warranty” expires. I must add that the flooring I have is now discontinued and I can’t find it anywhere on the internet or open market in order to make any repairs privately. I am still contemplating my next move whether it will go ahead with a lawsuit. I’m still too angry to make that decision.

Product: J7T1MO8M176 Washed Oak – 00509
Ref: C3CCF78F-DA8D-4D3E-A129-F69CE0B0AfEA
Installation dates: January 4th, 2023, and January 8th, 2023

Complaint;

When placing the order, we were shown a small sample of the product and we expressly stated that the product should not look like wood.

During the evening before the scheduled installation date, we received a telephone call informing us that the installation team would not move the gas cooker, as we wanted the floor to be fully installed, we requested a delay in installation to arrange for the gas cooker to be capped off. Your representative Mark flatly rejected our request stating that there was no time to contact the installation team. As the representative was somewhat belligerent, we suggested that cancellation was an option, again your representative stated that cancellation was not an option even though the contract clearly indicated that we could cancel the order if received before midnight within 3 business days. It became impossible to arrive at a compromise and because of timing and our desire to complete installation, we reluctantly agreed to continue.

The installation team arrived, initially requesting the balance of the price before viewing or installing the product. Eventually they presented us with one strip pf the product for us to verify suitability, later it became obvious that the example was very carefully selected. The product bore “knot” like elements that closely resembled pet defecation and we requested the installation team to stop as we had tried to avoid such issues by stating that it should not look like wood, we even suggested moving said strips to less prominent areas. The installation team refused to stop laying the product and continued. We contacted the office and again had the misfortune of dealing with Mark, who truculently insisted that “according to the contract” it was what we had ordered. Mark could not care about our requirements, nor was he prepared to seek an alternative that would satisfy both your Company and our needs. Mark even had the temerity to threaten us with the police if we withheld the balance due.

Eventually, the installation team advised us that there was an insufficient quantity of the product, and they would have to schedule another visit.
We continued to convey our displeasure at the sight of the product, eventually conversing with Marilyn, who despite our protestations stated that “we were stuck” with the product and there was nothing that could be done.

During the conversations with Mark and Marilyn, they were only interested in signing off on the contract, presumably, to avoid any acknowledgement of the validity of our complaint.
We are disgusted with the look of the product.
Installation is also of poor quality, there are instances of lifting, damaged flooring, what look like scratch marks and other examples of shoddy workmanship.

We shall be reporting our complaints to the Better Business Bureau including a copy of our complaint
In addition, to friends and colleagues we shall post our comments on the notice boards of the premier senior developments in Somerset County NJ., Canal Walk, Somerset Run and Renaissance

I rescheduled several weeks back to 12/30, but wanted to move out to Jan or Feb. I was told I could not book beyond 2 weeks out, but to call back and move out another 2 weeks. So I did that and was told I can but will be charged $250. So I tried to cancel, and was told I would may 30% of the floors and restocking. I informed the person, I was not told about any of this, and was told they record calls, so I told them to check. Then the response was I am telling you now. So I am stuck and not sure what to do, but this is not right. They do not share info clearly and upfront.

Hello my name is Juliet Vanessa Singh I saw a commercial on Tv for replacement of floors for any room for $788.00 a room. I called and made the appointment and a representative from national floors direct came and give me a precise estimate after inspecting the floors. He told me that nothing needs to be ripped up the floating floors would go over the existing floor. I even asked him if there were any hidden fees. After agreeing I financed it with zero interest for 1 year. The contractor arrived and told me I have to rip up my existing floor or skim coat it which the company would call to give me price. After dealing with a very unprofessional service service rep. He told me that it would cost me an added $503.00 to skim coat and have it done. Or I can void the warranty if I go ahead and do it over the existing floors. This is a scam to get customers to sign up and then charge them added cost. I need someone to address this issue as I am a very dissatisfied upset customer. This is unacceptable and I should not be charged an added cost I had all intentions of doing my entire house but you have just lost a new customer

during my install, once they stated they were complete, I went over all of the problems with it with the installer. wrote a formal complaint with pictures in an email. They returned to do the repairs a few weeks later. They didn't even address half of the issues and some of the abysmal work they patched up with caulking. I had a miter on some trim I could stick a pencil into, not just the point, the whole pencil! He "fixed" that by filling it in with caulk! in cutting the underlayment for the stair treads, he used a saws all and gouged up the trim on the outside of the staircase which is 100% visible from my living room. They came back a 3rd time to address the issues and didn't even attempt the stairs. He only finished up some tiling that was incomplete. now they want to come back a fourth time! My goodness, how much time off of work do I need to take for this 1 day install I was promised? Talk to my lawyer next.

This company strong arms you to make a decision right away. Than when you want to make changes that won’t allow you to. I see why they wont except credit cards because they probably have had to many cancellations. They won’t honor TV adds and give you a five day to cancel by mail to an out of state address. The customer service was awful. Their contract is filled with loop holes that benefit the company not the consumer. BEWARE OF THIS COMPANY.

on October 15th I had a carpet installed. it was poorly done, I was not able to stay, since I have 3 senior Rescue dogs. All doors including closet doors where not able to open or close, the carpet was holding them.I asked if the would fix it, they said yes, the next day, but when I called, the installer told me, I had to pay for it, they did not cut doors. I called the customer service and was told the same, they would not pay for that, I was never informed from the sales person about this. The said it was in the contract, I did not see a contract or was advised of this issue. Than the carpet was cut about 3 in aways from the washer and dryer, no ending was put on it, it is looking terrible.

I called again, rude treatment, I was told send a picture per e-mail. I asked if someone could come and see. I am 83/84 yrs disabled woman. No help was given the Supervisor was very rude agressive and hang up on me, now she is deceiving my calls. I had to hire a person to fix the doors, since I could not do any washing or clothing, the doors would not move. But I need to have the issue fixed about the washer and dryer.

We had our living room and dining room carpet changed 6 months ago and the carpet seams are coming apart and the fibers from the carpet are coming out of the carpet. The carpet is not holding up at all. It looks like it has been here for years. We vacuum everyday with an upright vacuum and have always taken care of our carpets. The ones they took out were here for 20 years old and looked better at the time they were taken out compared to the new carpet national floors direct installed. They will not honor the warranty because they said it’s over 90 days for the installation warranty but the carpet is a 10 year warranty that they declined to put a claim in with the manufacturer. They tell us that we are not maintaining the carpet properly. No one has come out to look at it. Do not have them install your carpet go to someone else… they do not care and are only out there to scam you. There word is not worth the paper it’s written on… buyer beware! Oh and don’t bother to ask for a supervisor because they do not take phone calls!

NFD is a scam- buyer beware 10/20/22

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 don’t tell you is you will be waiting for them from 7:30 am to 5:00 pm and if they don’t 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.

copy of the request I sent to the NFD:

Due to delayed install please refund and cancel our order immediately. This was MISREPRESENTED when I was sold this floor install. Multiple times I was reassured the install would be THIS week (in fact, 9/22 and I gave an extra day by accepting a 9/23 install date).

I no longer want your flooring nor your install. Please refund IN FULL despite contract due to this misrepresentation.

It’s a shyster situation due to how the the situation was represented by your sales person (and his multiple manager calls).

Ty, JPJ order: Jillian Jeffries-NJ30152

PS - as of 10:30a I spoke with a (finally, helpful) customer service rep who looked up the "overnight" shipment and indicated there was a shipping delay but would not provide any way for me to confirm this. I requested contact when a manager speaks with Vic the sales person regarding this misrepresentaton. jpj

On 8/23/22, National Floors Direct came out to start a job. They finished half, and told me that different people would be here the next day to finish. I stayed home from work, got no phone call, no message, and no one showed. After about several calls (one that said they would be here within an hour) no one showed. I was THEN told not all the materials were in to finish the job, and they would be back on 9/19/22. I called on 9/15 to confirm they would be here on 9/19 to finish, and was told they would be here. I got two subsequent emails on what to do do get ready, and then on Saturday, 9/17/22, was told that once again they will not be here. I have elderly family driving across the country that will be here on 9/22, and I'm FURIOUS. I once again have to rearrange my work schedule, dog sitting arrangements, amongst others and can get NO confirmation they will be here on the 19th. I've FULLY paid and have had HORRIBLE service. They should have TOLD me the situation UP FRONT and I have been completely jerked around several times!

Regarding order #: NY31126

On Thursday, August 18, 2022, approximately 9:00am, 2 gentleman arrived at my home from National Floors Direct to install my hardwood flooring.

They did a good job in installing the flooring, but at the end became messy.

They spotted my walls from the glue and the cleaning fluid that they used. They stained my beautiful drapery from the glue, damaged one of my expensive designer end-table lamp (broke the neck of the lamp and now, it has a delay when you turn it on. The installer put glue around the neck of the lamp, but, that’s unacceptable to me). Plus, left a smeared, smudged/dull look to the flooring at the end.

I would appreciate your office contact me ASAP regarding this matter.

Thank you in advance.

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!