Direct Floors

We had an excellent experience with Direct Floors. Yomi went above and beyond to track down this tile I couldn't find anywhere and saw on am HGTV show. Their installers (Gabitos Floors) were very reliable and meticulous. They did an excellent job and we couldn't be happier!

Direct Floors is a nice store with some great products. Our issue was with our sales person Jerry Foster. Jerry was very attentive and responsive but once our order was placed and he had our money he couldn't be bothered with us. We ordered engineered hw flooring in Dec 2016. After installation we were left with 3 full boxes of unopened product and a piece of trim called a reducer that Jerry said we needed. I called Jerry 1/14/17 to ask about returning the material. He said he would check with the manufacture and get back to me. Twelve days later Jerry emails me and tells me the manufacture recommends we keep it in case something happens and we need to replace flooring. He asked us to let him know what we wanted to do. I emailed him the same day and said we wanted to return the material as I mentioned on Jan 14th. I asked what is the restocking/shipping fees? Six more days and he says it's $200 credit for the three boxes. I asked what is the breakdown between restocking and shipping fee? Two hundred dollars made it a 53% restocking fee which didn't make sense. We could get a straight answer from Jerry and he was dragging his feet and not responding. He dragged things out so long we ended up past our 30 day return period. So on 2/20/17 I contact Milan Shah the store manager. Milan responded the next day and informed me the restocking fee was $35%. He provide me exact amount of credit we'd receive. Milan was kind enough not to charge us for the shipping fees due to the trouble we had with Jerry. However we did get stuck eating the $52 piece of trim Jerry said we needed that we didn't. Turns out we only needed 540 sq ft of flooring including waste. Jerry was confident in his measurements that we needed 619 sq ft. In the end we had ordered 595 sq. ft. If we had listened to Jerry we'd be out even more money. We returned the unopened flooring to the store on 2/25 and two weeks later we still didn't have our refund. I had to contact Milan again, turns out the refund was never processed. So it was another week before the credit finally showed up. While we appreciate Milan being very nice and responsive in getting this matter resolved it took over two months months of many emails and phone calls to resolve. Due do this we would not use this store again.