I have had just a terrible, terrible experience with National Floors Direct, and I am out over $2, 000. They boast next day installation, first of all, which is an out and out lie. I moved into my home in late Feb and called them for a flooring estimate. Their prices were pretty high but I went with them thinking they would have the fastest service.

I ordered wall-to-wall carpeting in our bedrooms, and an area rug for the living room as well as a bound runner for the staircase. The wall-to-wall carpeting took about a week because they don't feel that as a RUG company it's important to keep a rug in stock... All we ordered was a basic beige carpet, nothing special, something you'd expect a flooring company to have in droves. But that's not my complaint. The wall-to-wall was a little later than promised, but it did get done.

The bound area rug and staircase runner is where it gets interesting... They told me that binding area rugs takes about a week. It was a little inconvenient as the home we moved into has a rather disgusting area rug, but a week wasn't THAT unreasonable. A week turned into three. I called to find out what was going on, and they told me, get this, their "rug machine is broken." What? You're a rug COMPANY. Something was definitely weird about this. For the next several days, I called to follow up (and if I hadn't, I doubt I ever would have heard a word from them) and finally they told me everything was all set and we scheduled an installation.

That installation was promptly cancelled, as their "rug machine" was broken again. They made a new appointment the following day.

The following day, I got a call bright and early that the rug was all set and they would be there within a 4-hour time window.

I waited and waited and waited. When the time window was up, I called them to find out when I should expect them. Turns out nobody thought it was important to call and tell me that they weren't going to show up, because... yup, you guessed it... their rug machine was broken again.

I was upset at this point and I demanded my money back. They REFUSED to give it to me. They said that they'd already cut the rug and that it was useless to them and I would have to take it. They made me wait an additional week and a half, promising installation.

Well, a week and a half later, I got a nice 6 AM wakeup call on Saturday morning that they would be here within a 4-hour time window. This time I called several times to make sure they were coming. The operator assured me that my rug was on the truck and I was the first scheduled stop.

Guess what? They never showed, and had I not called three times, I never would have known they weren't coming. Only this time they tell me that they can't bind my area rugs as they are too thick for their fragile little machine. Their solution? They want to dump the UNFINISHED, FRAYING rugs on me, and they will not give me my money back. They want it to be my problem to find another company to bind them for me, because they are too incompetent to do it. So long story short? I have about $2, 000 worth of rug I cannot use.

STAY FAR AWAY. FAR, FAR AWAY.

National Floors Direct was hired to install carpet at my home. The first sales guy I kicked out because he was too rude and pushy. He was giving my wife an attitude while I was working outside (I came back in and told him to get out). He slammed the door on the way out. The second guy was pretty nice and informed me that the last guy was fired (not sure if it was true or a sales gimmick). The install team came in about a week later and started the install. I had to sign a disclaimer stating that they could scratch the baseboard, which I was fine with since I could touch it up later. I was not allowed upstairs during the install since they were moving furniture. They finished pretty quickly and I did a walk through and everything seemed fine. They did a fair job (7 out of 10). The main floors seemed fine, but they ripped up a bunch of fabric on the stairs tucking the carpet and there were some areas that were not level. There were also several areas where the staples are coming up so it squeaks a little when stepped on. I did the walk through it I was not being picky since I was selling the house. The next day I noticed that the furniture was damaged in several areas. The furniture was brand new prior to them moving it. I did not notice it right away because the installers sanded down the furniture and used stain pens to cover their tracks. It was also a little awkward having them follow me around because they did not speak any English so they just nodded at everything I said even though they did not understand what I was saying. They never attempted to notify me that there was any damage and followed me around pressuring me to give them the OK to leave. The iFnstall team also shredded the baseboard in several areas. The wood is split in several areas. I have since tried to resolve the issue with National Floors, but the senior customer service representative (Sasha) stated that the installed team would not do that and that we overpaid for our furniture so he will not correct the issue or pay for the damages. We did have a warranty on the furniture, but National Floors voided it by sanding it in an attempt to cover their tracks. Very shady business practices.

I bought carpet from National Floors Direct on Oct 9, 2010. The installation job was awful - there is a two inch gully running along the seam of the carpet, which bisects my living room in half. Many complaints from prospective buyers - my house is on the market. Filed a claim; it was denied. Sent a demand letter, and they appeared to be cooperating by scheduling someone to come out "to take a look at it and fix it." Took a day off work and they blew me off. Called me the next day saying I was supposed to call them (not true) and that they would come out sometime after noon on Sat. Went home, sat around and waited, tried to call the guy back on the number he called me and got a high beep from a fax all afternoon. Will take this to court.

these people refused to leave my house, past the point of awkward moving right into scarey. They way overbid at 2800, called his boss got it to 1800, wouldnt leave till i signed a contract. the carpet lasted 18 months and now all seams are coming up. the carpet has holes and fraying EVERYWHERE. the padding is cheap and lumpy. the edges are not fastened and bubble as well as fray. terrible. awful experience. rip off artists, after a complaint they called and sent me a warenty form. i filled it out, added pictures. spent my own money on film and development. spent more money shipping it. a month later they didnt respond, i called was put on hold for 20 minutes never picked up call, emailed yet again. still no response. they are likes thieves in the night. GO LOCAL!!! cheaper, better, nicer.
jason bird
waterford ct

On June 19, 2010, my husband and I met with a sales representative from National Floors Direct, Mike M.; he gave me an "all in price of $1700" to replace the carpet in our basement after the Great Flood of 2010 in New England. I picked a carpet, but Mike couldn't show me a sample of the pad. However, he assured me I'd receive a good quality 6lb. pad. After my husband left the house, the price written on the contract was $1915.30, which now included tax - so I guess $1700 wasn't really "all in." A required deposit of 10% was the last thing needed to ensure we would finish restoring our flooded basement. Mike M. thought it would be better to round the deposit up to $315.30 (16.5% deposit), leaving a balance of an even $1600 at the time of install. I went along with it. On Wednesday, June 23rd, the installers arrived. Only one spoke English and could answer my questions. The tack striping was substandard and I was concerned as one installer started laying it down. I asked to see the other materials. The pad was thin, breaking apart in sections and certainly NOT a quality 6 lb. pad; (I cut off a piece and have shown it to several other carpet installers since; it's a poor quality 4 lb. pad at best.) I then asked to see the carpet. After inspecting it, it did not appear or feel to be the same quality as what I had chosen on the sample board. I immediately stopped the installation. The sales rep. called the house and tried to convince me to install it anyway, claiming it's exactly what I order, I'd love it when it's in and that National Floors does not "BAIT & SWITCH." Are you kidding me? Was that suppose to make me feel better? Not the response I was looking for. I cancelled the order with customer service and was told a manager (Bruce or John would call me back). Most of the day passed and I called again. I explained the situation again and customer service assured me the deposit would be refunded. When asked if I needed to do anything else, the answer was no, yet I still wanted to speak to a manager. I missed the early evening call from Bruce, and finally spoke to John a day or two later, when I was told my $315.30 ( by law) would be refunded in 15 days. I called on July 19 (4 wks. later) and was told nothing was in progress. I requested immediate attention on this issue and was promised by Frank he'd take care of it. Still, no check. On July 26, I spoke to Aaron requested a call from a manager when I was told, "the refund is in process." No call back. I called again on July 28 and had the sheer displeasure of speaking to the most unskilled manager, Bruce L., who tried to tell me I was "pointing fingers" when I reviewed the chain of events in attempting to follow up on a promised refund. He continued with how this was all my fault for not mailing in a cancellation form. Gee - this is the first time anyone mentioned the form and that my verbal cancellation and discussion with the other manager was not enough. Would have been good to know 5 weeks ago! He quickly disspelled any suggestions on what a customer should be told in the future to avoid any issues. He returned to his verbal assault that it was "not his problem" that I need to read all my paperwork - which I had, and inquired about at the time of cancellation. Since when does verbally bullying one's customers lead to resolving issues and closing a transaction on a high note? I'll spare any read the remainder of his obnoxious comments. When I asked to speak to someone else, as I wanted upgrade the quality of this conversation, he told me he was it; no one else above him. He wouldn't give me names of owners and suggested I "look it up" if I really needed it! Wow - am I really hear this? Now, I've taken to the internet and wished I found this site prior to my transaction. It appears that this company's "lack of" reputation is wide-spread. My hope is to save someone else all the trouble that goes along with dealing with this company. FIND ANOTHER SOURCE FOR YOUR FLOORING NEEDS!!!