National Floors Direct
United States - 02322
12-14 business days for a refund has turned into over 31 days and still waiting for the refund. This has got to be the worst company that we have dealt with. They are unprofessional, they lie and they are rude. We believe that we are being "jerked-around" with because they know that we filed a complaint with BBB and Comsumer of Public Affairs of MA.
We had wall to wall carpet installed on 8/08. After 5 return visits for ongoing problems, it was discovered the new carpet was installed over the old padding.The company never apologized and finally came out to correct the improper installion. We were promised a $150.00 refund. Mary from the consumer service dept finally refused us the refund and would not honor their promise to us. Everyone we dealt with over the course of 3 months conveniently were "no longer with the company". It was very difficult to follow up and our calls were never returned. This company does not respect their customers or treat them well. We spend over 3000.oo dollars and were treated extremely poorly. I would never do business with them again and wish we had been warned about them.
It's been almost two months since my original installation date. The first time the installers showed up, the carpet was cut incorrectly. The second time, they had a 12 ft roll instead of a 15 ft. The supervisior, Ron, said that the carpet we ordered didnt' come in 15ft but that it would be fine and you wouldn't see any seams. The third visit, we had the 12 ft carpet installed but the seams were visible from down the hall. Eventually, after more than 6 missed appointments and 6 weeks later, we had to select a different carpet because they told us the carpet we wanted wasn't available. We were told, by Ron, we couldn't get our money back because we had already had carpet installed. The only options were less expensive carpet, so Mary Sumner of the Avon office told us we would be compensated $300 for the loss of time and the cheaper carpet. So we agreed and picked something else to be installed. Again, a few more missed appointments and the less expensive carpet was installed. But, we were never credited. Once again, placing multiple phone calls before we got an answer, we were told that we aren't getting any money back because we agreed to take the cheaper carpet. Mary said that if we hadn't accepted, we could have just gotten all of our money back.
So, 2 months after we ordered our "next day" carpet, we missed more than 6 days of work waiting for salespeople and installers, were over-charged on the original installation date, still don't have something we're happy with, and National Floors doesn't even return our calls anymore!
I have never dealt with a company so pathetic as National Floors Direct. I could go on and on about my experiences with them, but here is the skinny:
First, they would not beat their competitor's price as advertised by 15%. In fact they were over a $100 more.
Since they promised next day installation, we decided to just pay the extra $100+ and get the project done.
That was until the next day came and they didn't show after waiting around all morning.
We rescheduled and had to take time off from work. They said they would be there between 10 and 3. They didn't show up till 2:55pm. Installation was done by three people who didn't speak English. Our baseboard molding was scraped pretty badly and missing a chunk in one spot.
To make maters worse, they charged us the full price even though they promised us a discounted price due to not showing up next day as promised.
After several phone calls to their unhelpful customer service, they finally promised us a credit but of course they didn't deliver that either!!
Several phone calls were made where we were told that we would get the credit in 15 days, or they would do it today, etc. I heard it all. Here we are a week later and still no credit...
I finally just had to stop payment on my credit card.
PLEASE, PLEASE... save yourself some aggrevation and just go with the LOCAL guy!!!
I have never had customer service as awful as that which I've gotten from National Floors Direct. My fiance and I are first time home buyers, and made the terrible decision to go with NFL because we wanted our condo carpeted as quickly as possible, so that we could move in ASAP. The contractors were told that they could not do construction work after 6pm per condo regulations. They showed up at 5:00pm. They were rude, ignorant and complained about how much they wanted to go home. One worker was instructing the others how to install the carpet as they went. They left a mess everywhere, including all over the common areas, did not finish the ends of the carpet in several spots, and reused our old carpet padding and metal end strips in multiple places. When they left at 8:30 pm that night, there were also two large pulls in the rug. I was ready to throw them out out of my home if they didn't leave, so I didn't push these issues that night. We called National Floors the next day to express our concerns, and asked that the repairs be made to the rug. After blowing off our calls, stating" there's nothing more I can do for you, stop calling, " and those from the better buisness bureau, they agreed to schedule a date for repair. Since then, they have rescheduled three times. We have taken time out of work, spoken with every RUDE employee in the company and waited for over 2 months with no result. I have not asked them for anything BUT a finsished service which we paid for already. If they do not comply, I'm ready to contact the local news stations who do consumer reports on local buisness complaints. If anyone is interested, please let me know.
We had a salesman come out Thursday night and we had an agreement in writing. We were told "next day" was booked and if Saturday would be OK. That was fine as someone needed to be home and we don't work weekends. I spent Firday night removing all but a few items from the living room in which the new carpet was to be installed. We would get a confirmation call of which we did and were told they would call in the morning to determine if they would be there between 7 a.m. and noon or noon and 6 p.m. We never received a call so at 10 a.m. I called and was told I would get a call no later than 10:30 am. Noon time rolled around and I called back. I was put on hold for nearly 30 minutes. After I hung up they called me. They said they can't come today because the van broke down (same "act of god" example given by the salesman). I cut to the chase and requested the manager. She requested Tuesday but I couldn't as no one would be home. She then put me on hold and another 10 minutes passed. Again I hung up and within a few minutes she called back and said "the call was lost during transfer". I explained I would still have the job done is someone would come today and if not I would cancell the order. She then explained "all options have been exhausted". Off to the cancellation department of which I'm told they would contact me in 3-5 business days and I should receive my deposit back. "Should receive"???
Our salesman was nice and helped us pick out our new carpet however the company's communication and customer service needs major improvement. I can't comment on the product because they never made it here.
Off to spend my money elsewhere as they didn't seem to want my business.
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