I ordered a high quality Shaw carpet. Though it was in stock, I elected to wait over a week for installation, so I could be guaranteed a morning installation. The day before installation, I called to confirm and was told they would call me the next morning but would not guarantee a time. I asked to speak with a customer service supervisor, and was connected to a person named Shirelle, who turned out not to be a supervisor. I asked the name of the owner of the company, and the head of customer relations, and she refused to tell me. (" We don't give out this information.") I googled and found a listing on the Better Business Bureau's web site that gave me all the information I needed (owner: Aaron Rosenberg. Customer Service Director: Charles Whipple) I spoke with Charles Whipple, and he arranged for a morning delivery. The installers arrived promptly, and di a great job, however, the carpet they installed was not the carpet I ordered. I confirmed this with the salesman, who checked the sample in the book from which I had ordered with what they had installed. The installed carpet and the pad (which was supposed to be the highest quality 8 lb. pad) were both flimsy builder's grade. I was never given a receipt or anything detailing what I had paid for, nor could they provide me with any proof of what had been installed. I phoned customer service from my home, and they spoke with the salesman, who told them about the problem. The customer service man told him "Whatever you do, don't live the sample book at the house."

I now have a call into Shaws (a rep from Shaws will verify that the carpet is not theirs), and also initiated a dispute with my credit card company, which will refund my payment until my carpet is replaced with what I ordered and paid for. (ALWAYS PAY WITH A CREDIT CARD. IT IS THE ONLY WAY YOU ARE GUARANTEED PROTECTION IF A SALE GOES BAD.)

I did some more searching on google and learned that the company is owned by a father (Samuel Rosenberg AKA "Steve") and his sons Aaron and Dan. Samuel had a similar company in New Jersey that was shut down for exactly the kinds of practices that are complained about her. He is not supposed to do business for a number of years, so now the new business is in his son's names. This is fraud across the board, and the company should be shut down. I will file complaints with the Attorney General, Department of Consumer Protection, and Better Business Bureau.

National Floors Direct is NOT accredited by the Better Business Bureau, and they give it a "D" grade:
http://www.bbb.org/boston/business-reviews/floor-laying-refinishing-and-resurfacing/national-floors-direct-inc-in-avon-ma-37103/
Here is the news release about Samuel Rosenberg's fraud conviction and the $1.3 Million he was ordered to pay in restitution to his defrauded customers.
http://www.nj.gov/lps/ca/press/superstorefraud.htm

Always pay with a credit card
Always demand a receipt showing what you ordered
If a company won't give you the name of the owner, that tells you what kind of business it is!

I ordered a carpet that was supposed to have been installed last Friday. When the installers came (two of which did not speak English), they did not have enough carpet to complete the job. Rather than have them start and not be able to finish, and after having lost a day's pay waiting for them, I cancelled the order and told them to leave. National Floors then called me four times and finally I told them if they could come on Monday (today), I would have them do the job. Well, they never showed, claiming they were stuck in traffic. I guess since they do not speak English they don't know about alternate routes! The thing that upset me most is that I took the afternoon out of work, again losing pay, for nothing! They did not even have the decency to call me and let me know there were not coming! And now, to top it off, they said they will not refund my deposit!!! PLEASE, if you don't want to get screwed, DON'T call National Floors Direct!

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.

Had National Floors Direct install carpet in two rooms, hallway and a set of stairs in two different occasions.On the first carpet install I was told the installers would arrive between 11am and 6pm..My opposition to anyone coming to perform work that may take hours at 6pm was met with "this is how we schedule" at which time I told them it's not acceptable and low and behold the installers showed up at 7pm!which meant they would be here until midnight.Never happen, told them to go home and called the office first thing next day.They then told me the carpet was installed last night at which time I explained what happened and would NOT accept anyone in my home after 5 pm to do work that would take them hours and they should look into redoing their scheduling practice.
They then showed up again promptly a 9:30 am which more realistic.The carpet install went well and outside of a language barrier the install met with my approval.
The second install included laminate floor and one room carpet and again except for an extreme language barrier problem it went ok with only a few glitches that was promptly fixed.However in the intrim I was told the carpet guys would be at my home between 1pm and 3 pm.They showed at 5:45pm and if I wasn't so damn desperate to get this over with I would have told THEM to go home also except they probably wouldn't have understood me.These guys couldn't wait to get out of here and altho the install went fairly well with some difficulty I did point the mistakes out they left without cleaning, or even offering.
In essence I don't think I would use this company again as it is too nerve racking and very tedious in trying to constantly communicate with a crew that speaks no or very little english.

if anyone has had a problem with purchasing a laminated floor from a salesperson who works for national floors direct please send me a message ! ed johnson is the salesperson