National Floors Direct

I am giving National Floors Direct 5 stars with the experience I have had with the company so far. I had the pleasure of meeting with Michael from the company. He arrived promptly and spent the day, which was well over the time allotted, to go over every question that I had. He showed me samples, went over every detail of the install process and made sure I was comfortable with what I was choosing. He was able to get me a flooring that I wanted for a great price after some negotiating. And not to mention the install will happen a week from the day I ordered it. I hope the installation process will be just as good of an experience as I had with Michael so I can give them another 5 stars.

Follow up to the review I posted on March 8, 2019: The issues with National Floors Direct keep getting worse. Three months after the floors were installed my daughter was walking across her room when she cut her toe on a plank of flooring that had come up. I called the company right away and advised them that the floor was coming up. I spoke to Kevin in customer service on June 11, 2019. He advised me to take pictures of the floor and send them to him. I sent him the pictures by email and asked when I would hear back from them – he advised that it would take 72 hours for a response back from the company. I waited the 72 hours and called again after many calls I finally got an answer on this issue. An appointment was confirmed for June 28, 2019 for the installer to come and fix the problem. He came and after looking at the floor advised us that the installation was not the problem but the flooring itself was defective. So he took pictures and sent them to National Floors Direct. After waiting a few days I called and spoke with Kevin again on July 10, 2019. He advised me that they would send an inspector out to see if the issue was with the installation or with the product itself. I asked when we could expect the inspector to come and he said it would be between two and three weeks. Turns out the inspector came on July 12, 2019. It was determined that the issue was with the installation not with the product. At this time National Floors direct said they would send an installer to fix the problem but for us to realize that since this issue occurred outside of three months (by two weeks) and that this would be a onetime fix and they would not come out again. So once again a date was confirmed on July 29, 2019. On July 26, 2019 the company called and said they had to cancel that date and needed to reschedule for the next day. We were away at the time and couldn’t do the following day but we confirmed August 1, 2019. The installer did come on August 1, 2019 at 7:55 am. We received a call from the company at 9:00am saying that the installer would be there between 9AM and 12 Noon. They didn’t even realize that the installer was already at our house. During this time we also called the original sales person and found our he had left the company! After two months of calling the company, waiting for answers, talking to different people and getting different answers about previous conversations our floor were finally fixed. It has been a very stressful and frustrating experience dealing with Floors Direct. Their Customer Service is non-existent. We tried calling the person in charge of Customer Service, Cliff, and he never bothered to call us back. There are many flooring companies out there – stay away from this one.

CAVEAT EMPTOR (Buyer Beware)!! The salesperson sent to measure the area and bring the carpet samples was very smooth and said all the right things to get the order. It was completely a different story when the installer came to the house (3 hours after the scheduled appointment) to do the work. The first thing he said was "I need you to pay for the job". The material was still inside his van and he was already asking for the balance of the payment. Once he got his money, he told me all the things he was NOT going to do. If it was not written in the contract, even if promised by the salesperson, the installer refused to do it. We contacted customer service at National Floors Direct and spoke to a manager named Tom Madison. We explained that the installer was not given the right instructions and all we wanted was to speak to the salesperson, David King, so he would tell them to do what he promised to get the signed order from us. We were told we had no access to the salesperson and that only what was written in the contract was going to be performed. My friends, write EVERYTHING in the contract. Do not assume anything!! National Floor Direct has different contracts, but they only show you one. All the extras that the salesperson "promised" are in a secondary contract which the customer is not aware of and never sees. When the customer calls Nation Floor Direct asking for the missing items, the manager will ask: "Where is it written? Where is the contract." You tell him you only have one contract, and he will say "those extras are part of another sheet, sorry, you do not have anything in writing. The installer will only do what is on the contract you have." After 1 hour on the phone, we got nowhere with the manager and we never got the opportunity to get the salesperson on the phone to confirm or deny what he had promised to us. Horrible, horrible people!!

I am giving this rating as of right now based on our salesman David because we have not had our installation yet. He was a very personable, enthusiastic, knowledgeable gentleman. He took his time to show us samples and good explanation of product details. So therefore that's my rating, stay tuned for a rating after installation. Sincerely, Danielle Cittadino

Representative was great! Explained everything in detail - extremely courteous and professional. Will definitely call NFD for future work.