The complaint has been investigated and
resolved to the customer's satisfaction
National Floors Directfraudulent refund policy


Their policy states that if cancellation to the order is made within 3 business days then the customer should then receive the refunded amount within 10 days. I submitted my cancellation via certified mail within the three days of my order and know that it was received by them on 4/7, therefore per their policy I should have received my refund check for cancelled services on 4/21. I waited until 4/24 and called their 800# when I still had not received it. The woman I spoke with said it had actually just been issued on 4/24 and should recieve it via first class mail in 2 to 3 days. Therefore they had renegged on their 10 day policy, but I remained patient. On 5/1 when I still had not received the check, I called again. They said to give it one more day and then to call back on Sat. 5/2 and they would put it in to their accounting. I called again on 5/2 and a woman stated that she herself hand
writes the envelopes the checks go out in and was sure the check went out on 4/24. She would send a note to her accounting department and would call me after my mail normally arrives at 2PM on monday 5/4 to ensure I still had not received it. No one called on 5/4, so I called again on 5/5 and told the woman I spoke with this time the same information, she stated that she would check back with her accounting team and would call me back by the end of the day. No one called again. Today 5/7, one month after my cancellation was received by them I called again. After explaining all of the above to the woman that answered the phone, she put me on hold and then came back stating that the accounting team had been on vacation and they had just gotten back and were running checks again today 5/7. I asked why I had not been given this information previously as I had been told my check had been issued 4/24, and she said she did not know, so I said I wanted my check FedExed to me so that I was ensured delivery. She said she would have to check, she came back on the phone
and changed her response to say that my check had been cut on 4/24 and that she would have to go to accounting at the other end of the building to track it and have them cancel it. I told her that was the same thing I had been told on 5/5 and no one called me
back so I would hold. After being put back into their hold qeueu randomly answered by a few people and 40 min. later, she came back on the line and told me that Accounting was out of the office at a meeting and she could not aurthorize my check to be sent FedEx. So I told her to put me on with who could authorize, and I spoke to Charles her manager. He said they would absolutley
not FedEx the check to me and could provide no gaurantee as to when or how I would receive my refund. The only gaurantee he could provide was that my check would not be FedExed. When I offered to pick up the check, he stated accounting was now in an off-site location and he did not have their address. (so much for three people telling me they were on the other side of the building) I am now out $1000 with no gaurantee it will ever be returned to me. I have no faith in what anyone at this company says given all of the lies and stories I have been told. Don't give them your money. Even if you follow their refund policies if you change your mind, they take your money and never give it back. I've only asked that they FedEx it or send it to me via some traceable mail service, given the lack of faith they have instilled in me and they refuse!! DO NOT TRUST ANYTHING THEY SAY.


  • P1
    P100096 Oct 23, 2018
    This comment was posted by
    a verified customer
    Verified customer

    DO NOT USE NATIONAL FLOORS DIRECT. Recently I completely remodeled my kitchen, living room, dinning room, and 1st floor bathroom and used National Floor Direct to replace the flooring throughout the entire 1st floor of my home. A few days before the flooring was installed I had my new Cabinets and Countertops installed. The flooring installation took 1 full day approximately 8AM to 8PM. I was not present when the installers arrived, however my Wife was home and communicated with the installers upon their arrival. Unfortunately the installers did not speak English and my Wife had to call me home as she felt uncomfortable with them in the house since there was no supervisor on site and she was unable to communicate with them. The next day, upon a thorough inspection of the installation job we noticed that one of our new cabinets was damaged / chipped and a few of the seams in the floor were beginning to buckle. I immediately contacted NFD via the only provided email listed on my receipt as ([email protected]) about my concerns. I received no response within the 1st 2 weeks. I later followed up again with another email and then a few phone calls. Both I and my Wife spoke with customer service / installation department personnel on a couple of occasions to resolve these problems however, all personnel were EXTREMEMLY RUDE, AND REFUSED TO PROVIDE ANSWERS OR FOLLOW UP TO ADRESS OUR CONCERNS. I was later told that I needed to send my concerns and pictures to another email address. After sending my concerns to another email address, and 2 more weeks later NFD contacted my Wife. Again, they were RUDE, and REFUSED to send anyone out to look at my flooring concerns with charging us, and told my Wife that they are not legally culpable for the damage to our Cabinet which was a $175 repair. I WOULD NOT RECOMMEND NATIONAL FLOORS DIRECT TO ANYONE. THEY ARE A HORRIBLE COMPANY, WITH POOR CUSTOMER SERVICE SKILLS AND ARE UNCONCERNED ABOUT THEIR CUSTOMERS. I WILL NEVER AGAIN USE NATIONAL FLOORS DIRECT OR RECOMMEND THEM TO ANYONE OF MY FIRENDS OR FAMILY. Please learn from my experience and DO NOT USE NATIONAL FLOORS DIRECT.

    0 Votes
  • De
    Deborah Coughlin Mar 07, 2018
    This comment was posted by
    a verified customer
    Verified customer

    This company is terrible
    Do not book with them
    Salesman will con you to initial stuff on the purchase order but you do not realize what your waiving
    And you have to pay by certified check or cash
    Go with Empire much better

    0 Votes
  • Al
    Alexandra Marino Jan 26, 2012

    I am having the same problem. I ordered it on december 6th and canceled the following day.
    its january 26th and I have gotten nothing. Every time i call they tell me the check has been issued and i should be getting it in a few days. I call in a week and they say that its being issued on wednesday and i will get it soon. What is going on how can this be legal.
    Alexandra Salem ma

    0 Votes
  • Ma
    Maggie M. Jun 02, 2009

    On behalf of National Floors Direct, let me apologize to Hailey for the terrible mismanagement of her cancellation order refund. Indeed, as she stated, she should have received her refund within the ten days as stated in our policy. Unfortunately, due to circumstances beyond the control of the accounting staff, which was in transition at the time, her refund check was lost. I apologize that Hailey had to talk to so many people at so many different times and yet did not receive a straightforward answer. Please know that we are working to resolve internal issues and that we will do everything in our power to ensure your complete satisfaction.

    -1 Votes

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