National Floors Direct was founded in Avon, Massachusetts, in 2005 by the Rosenberg family. The company operates a chain of discount flooring stores.
The company sells and installs a variety of flooring for both commercial and residential clients, including laminate flooring, carpet, hardwood, and vinyl. National Floors Direct is best known for offering a 15% discount off any competitors flooring price. Currently, the company has an A+ rating with the Better Business Bureau.
Empire Today, a competitor, sued National Floors Direct in 2011 for unfair sales and marketing practices, claiming that the company was hiring ex-employees of Empire and using their cost price sheets to undercut sales. The jury ruled in favor of National Floors Direct and found the charges all to be untrue, also ordering Empire Today to pay National Floors Direct $500,000 in damages and attorney’s fees.
In January 2020, National Floors Direct opened a new distribution center in Astoria, New York.
In March 2021, the company expanded its business area to include southern Florida.
National Floors Direct maintains a corporate office in Avon, Massachusetts.
National Floors Direct was founded in Avon, Massachusetts, in 2005 by the Rosenberg family. The company operates a chain of discount flooring stores.
History
The company sells and installs a variety of flooring for both commercial and residential clients, including laminate flooring, carpet, hardwood, and vinyl. National Floors Direct is best known for offering a 15% discount off any competitors flooring price. Currently, the company has an A+ rating with the Better Business Bureau.
Empire Today, a competitor, sued National Floors Direct in 2011 for unfair sales and marketing practices, claiming that the company was hiring ex-employees of Empire and using their cost price sheets to undercut sales. The jury ruled in favor of National Floors Direct and found the charges all to be untrue, also ordering Empire Today to pay National Floors Direct $500,000 in damages and attorney’s fees.
In January 2020, National Floors Direct opened a new distribution center in Astoria, New York.
In March 2021, the company expanded its business area to include southern Florida.
National Floors Direct maintains a corporate office in Avon, Massachusetts.
Very displeased. Bad enough that basic carpeting cost me over $ 7,000, but when they came to install it they complained to the office that I had too many things to move and they wanted $ 400 extra or they would not do the job. They had me over a barrel as I paid the whole thing upfront, so I had to submit to paying.
Half the time they were there they kept trying me to go out with one of them, massive turn off.
They sent a second team to do the kitchen as it required vinyl and said it conflicted with the carpeting being put down and they’d have to come back. They just assigned me a time without consulting me and when they called to remind me of my appointment for tomorrow, it was WAY WAY too early for me and in order to change either the day or time, she said she would charge me a fee for that as well.
They also removed two doors and did not put them back. After 8 hours I needed to go to the grocery store and left the $ 400 with a neighbor, which was why I did not see the doors propped up against the wall.
I would not recommend them to anyone – so greedy for money and they hire people who think they can come into a woman’s home and be disrespectful.
Based on the dozens of bad reviews seems I am not alone. They had the nerve to tell the BBB that I was trying to exhort them – what a joke. No wonder they have a no refund policy, they know they suck.
I wish I would have saw this before I got scammed. I ordered carpet wich didnt have enough and vinyl planking for stairs. I just had my walls re done and painted. Installers damaged my walls they need professional repairs. The Customer service rep said she was sorry but it was up. To me for repairs as my damage was acveptable installation damage. If any one gets a corporste number or email to any of Rosenbergs who own it, please share. I too would join a class action suit. Im filing a complaint with Florida Att General office
DO NOT, I repeat, DO NOT use this company. It is a rip-off and their installation, warranty and customer service are horrendous. had this floor installed in April of 2022 and a month or so ago noticed that some of the seams started to come up oft the floor. also noticed that the
“boards” were starting to “bow” up. I called and was told my warranty was only 90 days and there was nothing that National Floors Direct could do and I would have to go to an outside source to get it fixed. Now, when the salesman initially scammed me, he said that they would
“mud” the floor over the existing tiles so the tiles wouldn’t have to be removed. When the installer came, who bought his wife along as a helper, came, he told me he wasn’t going to use mud, and that a thin layer of foam would suffice. Well, obviously, that did not work. Now, about the initial installation. The installer had to come back numerous times. The floor was installed so that the boards tell short of the walls. He came back and just tilled in the gaps with caulking. The saddles kept coming up. He came back and reglued them and then told me to put cement cinder blocks on them for two days until the glue dried. After a day, I noticed that the veneer on my wall was ripped apart. The installer, when trying to pull the moulding off ripped it off the wall. Think he would have told me? No, didn’t even think to. I understand mistakes are made, but not to tell me and then just to try and hide it. Unacceptable. This floor is a piece of junk. The salesman was a great scammer. Got me to believe him. The installer seemed like he had no idea what he was doing. So, once again, DON’T GET SCAMMED. USE A LOCAL FLOOR GUY INSTEAD. Might be a little more dollars, but to not have to deal with the aggravation, it is worth it.
I agree this company is horrible. Installers showed up at 2:00pm and I told them they had to leave at 10:45pm.
They use white molding for the laminate flooring. I asked if the had molding to match the floor. They said they only have white! I called the company – useless customer service- and they want to charge $700. To replace the white woodwork!
Also I Beverly heard of paying any job in full prior to completing a job. Now I know why they insist on full payment prior to starting a job. They do a horrible job.
This company is a complete scam I paid them $7000 my tile is still not done and I argue with customer service every day they will not let you speak to a supervisor or to anybody in corporate. I am contacting my attorney today .. if there is a class action lawsuit against this company please let me know …..DO NOT USE THIS COMPANY !!!!!!!!
I AGREE THIS COMPNAY SCAMS PEOPLE OUT OF MONEY. I ORDERED NEW FLOORING WAS TOLD IT COULD BE DONE OVER MY CERAMIC TILE FLOORING INSTALLERS COME SAY THEY CAN’T NEED TO TAKE UP FLOOR. THEY REFUSE TO ME MY 1200.00 DEPOST BACK THEY WANT ME TO PAY A THOUSAND DOLLARS MORE TO TAKE UP FLOR.
Contact me if there is a class action herm0615@gmail.com
My comment is really on the negative side in that I ordered carpet from NFD’ South Florida office / location.
Paid in check $1,100.00 for carpet & installation that was to have taken placed within two weeks however took two months.
Here is the kicker
Upon arrival of installers, they determined there wasn’t enough carpet, a shortage of four squares. So I said to them complete one room while you are here then I was told he couldn’t and did not want to do that, sighting that the remaining or additional ordered carpet maybe picked up by another installer, therefore he would lose money so they a team of two men left.
Within minutes, I then call their office, theeing them what had happened and after being told it would take another month before carpet would be installed, I canceled the order, requesting an immediate refund. Sighting a breach breach of contract in every respect
The contract was agreed upon July 7, 2021
I have yet to receive my money.
Now get this, they only want to give me $600.00 of my $1,100.00.
I’m smelling Court action (interest, Court fees & if necessary Attorney fees.
I continue to be “PISSED”
I Woukd love to join in a lawsuit against National floor. We bought laminate flooring in June 2021. September 2021 Tge was lifting they sent someone to fix. I noticed something on my floor like maybe a killed something didn’t ckean but I cleaned it but it was like glue then realized the floors shiny in some spots and other dull. The film on Tge flooring is peeling. They refuse to replace the 8 panels or the floor itself. They told me I’d have to pay. Which is ridiculous. Also they measured my floors 444 total to do the flooring he orders the boxes they Install it tell me the square foot was less than the order so I said well then I get to keep the flooring since I paid for the flooring at 444sqft. They refused I’m so angry I’m going to contact the Rosenberg family maybe that will help if not lawsuit Woukd be the way to go
I’m curious to know if you have any resolution to your problem with this organization. I to have a situation with national floors direct, they got the money and the work has not been done. In fact the company has completely ghosted me, I call and get people with no knowledge, I ask for a supervisor and there is never one available. They promise a call back that never comes.
National floors direct . Bait and switch what you see is not what you get. I had a rep came into my home to give me an estimate he inspected my kitchen and give me a price that was different from what was advertised I did the job anyways. 3 days later when the contractor came in to do the work he wanted an additional $503.00 for skim coat over floors a cost of less an $20 from Home Depot. Customer service sucks they are absolutely no help and refuses to work with the client. The give me 2 choices 1. Do the work and void the Warenty or 2. Pay the extra in which the demanded cash. Shady company rip consumer off. Should be out of business. Pissed off customer
I would also like to join a class action suite jerseyjoe7308@ gmail.com
I also would.like to join the class actio. Suit
Me too – how can I do that?
Me too! They are scammers!
I would also like to join the suit I am a ex employee
So will I, our carpet was Mohawk and salesperson said ten year warranty? Its not a year old design is almost gone off stairs after being told it’s an excellent carpet? Carpet was put in sloppy and it does not look like a 3000 carpet? Mohawk said we approved and gave your claim back to NFD? Waiting on anything since July 2022?
Count me in as well!!!!
Hi can you please tell me how to get in to the class action suit. I got screwed over as well. Thank you
they stole$ 1600 from me I canceled when they told me a day before installation it would be $1600 more for cork which my coop association insists which Mr Pepe the salesman and the building manager discussed in depth he omitted it from the order and stuck me with the extra cost after 2 months fighting with customer service I hired a lawer
Me too! They kept my 1500.00 deposit
Made me get a cashiers check
Horrible horrible company
they are awful. did you get anywhere?
Below is what I posted on their website. They do not keep what they promised. They do not refund my deposit.
“I just signed an agreement to get my floor done on 4/27/22. Since my daughter was getting married in June, I wanted to get the floors done before my extended families arrive. Mike suggested that since we are in rush, if I sign the waiver of cancellation of 3 day period, he will make sure we will get our floors done with lowest price.
The salesperson called his “manager” three times for price adjustment and also to check and see if the warehouse has my floor materials.
Mike’s “manager” ensured that the warehouse has the floor and we will have our new floor on 5/4/22. If delay happens, the installation date is 5/9/22. The worst delay would be about a week. So I signed the waiver and made a deposit of more than $2,500. Mike never mentioned anything about installation completion date, which I found out to be 7/2/2022.
I was guaranteed of installation on 5/4/2022, but I received a phone call on 5/2/22 saying that the floor I chose failed inspection and will not be available until 6/7/22!!! The only option was to choose a different floor or wait until another month!! I called Customer Service and spoke with Kim. I asked to return my deposit back. She said that it was not their fault that the product failed an inspection and it was beyond their control. She also said that the contract clearly mentioned about the completion date of 7/2/22.
There was no print out contract/agreement that I could read before I sign. Mike brought a small tablet for me to sign. He said that after I sign, he will email me a copy of the contract for me to read.
I trusted everything he said. If he mentioned anything about the completion date of 7/2/22, I would not have signed the contract. The reason I sign the contract was “rush” and fast installation, which was set for 5/4/22.
It is not right for them to call me just two days before the installation day to tell me something went wrong with material and that the product failed an inspection.
Mike made me to sign the waiver since we were in rush, and now, the Customer Services drop a bombshell that the installation cannot be done by 6/7, but I have a feeling that it is not going to happen on 6/7.
I will have to go with a different company to get the floors done. I am under a lot of stress because all the arrangements for my daughter’s wedding. I do not need any additional stress.
Getting floors done is really important because my daughter is moving in and I have to have the floors done before she moves in with all new furniture.
If you can’t keep your words, please refund my deposit. It is not right to cancel just 2 days before the installation. Kim from Customer Services kept on saying that the contract stated about the completion date of 7/2/22, but I didn’t know anything about that until after I received the signed copy via email.
The tablet Mike brought was so small and he never told me to REVIEW the contract on his tablet. He simply said, “I will email you the copy of the contract. You can review it and if you have any questions, you can call the Customer Service.”
I have never expect anything like this would happen. I can’t wait until 6/7 so please refund my money back. If not, I will take you to Court.”
National Floor direct came today and wanted all my payment after I paid my deposit and no work was done! The 2 boys couldn’t speak English and said by translating in their phone, sign and pay, then their manager said we want your money to cut the carpet, not refunding your deposit. I told him no carpet installed no money until it’s done! What a scam!!
DOES ANYONE HAVE THE DIRECT NUMBER TO SPEAK WITH CORPORATE!!!!!!!!!!!!!!!!!!!!!!!
THE PRESIDENT OF THE COMPANY!!!!!!!
We are going through the same issues as many former and current customers
Call the number in our listing
I went through the same thing!!!!
They are thieves!!!
They lied!
They kept my deposit!
They are scammers!
Do not use!!!!
the carpets look good. the only problem your service sucks. we had new carpets put in on march 4th.i paid over 7 thousand 5 hundred dollars. they did not tell me that i would have to move the furniture myself. bull sh*t. they didnt even vacuum the carpets after they were done.they broke my mothers antique lamp. they smashed our stepper for the back deck. horrible service. i will be contacting the better business bureau to say its all not what they say on tv.your company sucks. i wont recommend it to anyone.
We specifically ordered carpet for 3 rooms that were in stock. We even had the agent check to confirm they were in stock. On the day of installation – only 2 of the carpets were available. It then took over 2 weeks for the third room to be completed.
Once completed, the installers advised that the closest and threshold for the doorway carpet were from a different dye lot – therefore it is a completely different color.
When we called the company -they insisted that they send someone to turn the carpet and that it would address the issues When the new installer came- he confirmed it would not change the color and it was not correct.
He even took pictures.
The company is insisting that I send more pictures and so far have not done anything to correct the issue. (Same pictures we already sent and the installer took as well).
I have requested a manager twice and was refused to allow me to speak to anyone.
Do not use this company – they could care less about their customers.
I came into contract with NFD on June 4th. We estimated an
installation date of July 31st, since my house was being renovated. I
reached out 3 times about questions/concerns I had after coming
into contract. I heard from no one. I was getting frustrated with
the lack of response, especially since it was such a large
investment. I reached out again to express my disappointment
and concerns since there were other places that could do the job
for far less. I received a dismissive and disrespectful response
from the regional manager. The next 6 weeks was battle to
resolve the matter. After submitting a counter offer, that was
rejected, a change of order was finally submitted an 8.30.21
installation date set. 5 days before installation I got a call that the
product failed inspection and would not be available until late October.
The options I was given was choose a different floor or wait two
months for the product. These are not options based on my circumstances
as customer. Your bottom-line is money, mine is the security and safety of my family.
There is no other product you have that I want in my house. I have a hard move
out deadline in two weeks; therefore I have to find someone who can put floors in before
my move in date–I can not move into bedrooms rooms with subfloors, it is unsafe.
I just want my deposit of $3000 back and to be released from doing business with
this company. I’ve kept the email threads so that those who run this company can see
in black and white how NFD treats its customers.
to show
I am going to submit lawsuit. Please join
My mother had the same issue with National Floor Direct (NFD) giving her the run around. They cancelled because they did not have the flooring. They cancelled another time because the installer had an emergency with his son. The third time they are scheduled to show up they played a change order tactic. They said the vinyl cannot be adhered so they will have to add over $1000 to install to proceed. I told my mom this was a game all along and reading all the comments below. It is obvious. My mom said she want her deposit of over $2K back. They refused. We asked to talk to a supervisor. The customer service refused. They said this is the highest this complaint can get to. I called for my mom after they were rude to her. They are the most unprofessional and nastiest contractors. I deal with contractors for a living as a project manager for nearly 20 years and I never seen this before. My mom called the bank and cancelled the check. If you have time, cancel the check with your bank. Do not do business with this company. Call your local news network this was advertised and inform them of their shady practices. Spread on social media about your story.
I cancelled when they came 11/17/21. They cancel the first one 10/25/21. We cancel because they were giving me two different products. Mohawk versus pergo. They said they are the same. We called pergo customer service and they said size, texture or color is different. The pergo was a shade darker. They had 18 cases of Mohawk and 14 cases of pergo. They want to put them down. The installers even said it was darker. We gave them 4950.00 in October. So we were unable to cancel the check. Their customer service was rude, manipulating, demanding and degrading. Not even offer something else. They did say they are charging me over 4000.00 with all their fees! Go figure, and they are in business. There commercials are all over the television. They are a scam. I’m trying to contact the news. Then the attorney general and small claims court.
I had the same experience, scammers!!!! for sure.
Is there anybody who had horrible experience with National Floors Direct went through any lawsuit?
How?
Please specify about suit and any possible claims, as we may seek inclusion in your complaints.
I’m having the same issue and i have financed floors with them and missed 3 days and still don’t’ have my floors and they trying to get more money out of me for leveling the floor that is already leveled and the sales person never said any thing about none of this after he kept me for 3 hrs. at night and only showed me about 8 tiles. he made me do a money wire , which I have never done in my life and I’m furious I still don’t’ have no floors and the floors they came with didn’t look like what I picked out. I am floored and don’t know what to do.
I had a very similar experience, wouldn’t give my money back, would not accept the price match because it was not on a letter head and there was no mention of sub-flooring being measured which their salesperson did not do either. I would be glad to join your lawsuit.
Is there a lawsuit against this company? I’d like to join.
Add me’!
I want to join lawsuit against this company. I went through nightmare with customer services.
REPORT THEM TO FTC
reportfraud.ftc.gov/#/
I’m submitting a lawsuit. I chose a color, they installed a different color, and now they won’t even return my calls. I submitted a complaint with the Better Business Bureau. Once that is finalized, if not to my satisfaction, I’m filing a law suit. I’m in NY Eric. Where are you? you can reach out to me at dcontreras@ sidley.com
How?
I would like to join
I made deposit but having problems before they start
How do we all get together for a class action suit
The owners don’t care how their customers are treated at all! They just give the same excuses to everyone:
1) that they are on the way but their phones must have died because they are not answering
2) COVID so no one can go there because the installers were exposed.
3) I will try to reach them on their phone asap to get this taken care of
The manager that u r talking about is probably KIM & she is horrible-just terrible & she must be related or she wouldn’t be allowed to talk to the customers like that & still have a job!
Tons of commercials & estimates but not enough installers!
Please google NFD class action law suit if they ripped you off too! Please sign up & fill out paperwork to get on list because they are getting ready to begin if they haven’t started already because of all the complaints & customers that got completely ripped off from this company & obviously they have been getting away with this for so long, they definitely have someone or many people in their pocket!
Also contact your attorney general in your area
Horrible company
Theives!
All they do is steal hard working peoples money!
They are not a floor complaint! They are scammer’s’
Is there a class action suit?
I am going to submit lawsuit. Please join
How? I live in Florida. This company takes your money and runs. I can not believe they are still in business. They are a scam. Please let me know how I could join your law suit
How?
I would join: bonniperratto@ comcast.net
No-show on installation today. No notice given. Terribly rude customer service. Would never use them again. Sales rep disappeared.
I want to be included in the class action suit. They took advantage of my aunt who is 93 years old. That’s just the lowest. This company is a predator. How low can they go……
I am going to submit lawsuit. Please join
I have sent them papers from my lawyer demanding refund and they will not reply. And hung up on me. What did you have in mind?
We are IN this company is unbelievable and there HAS to be something we could do about it together there is no way they can get away with us if we all stick together with the same exact problems getting ripped off and getting lied to constantly and they can’t get in touch with their drivers because they are driving to my house is that a joke or no that’s what the guy said to me and I said how do you know he’s coming to my house at 530 at night and you guys are closed at six and he’s like oh no they’re definitely coming tonight they’re probably on their way right now now!!! This is the second time they did not show up no phone calls no text nothing they should reimburse us for our time that we have to takeoff of work to wait around for these idiots
To whom it may concern
On Monday, 6/28 I was confirmed for a 7:30am-12pm carpet removal and vinyl install. I had to take a day off from work.
Day1
At 12, when no one arrived, I called. Was told that this was just a window of time and someone would be out. After many additional calls, they finally sent out 1 person for 2 hours to do a partial carpet removal. . Was told dispatch made a mistake. They left the trash in my hallway blocking my garage and room, as no van was here to remove.
Day 2
The crew arrived with 3 people the following day, had to take another day off from work. They did another partial removal of carpet, and layer the vinyl flooring in the upstairs bedrooms.
On both nights, the company did not supply a removal van for the carpet so it was staged in my hallway again preventing me from entering my garage and a bedroom. In addition, since your company was moving my furniture, I had to deal with no beds for several nights. This is what happens when you remove carpet day 1, then try replacing day 2 and still don’t finish….
Day 3
Another day off from work, team stated they would be back at 8:30 am. Called at 10am as they were a no show. Was told again they would arrive in the afternoon, they had another job before me due to the dispatch being incorrect on Monday. Not sure why I got bumped….???
Was told about 2pm they did not have enough flooring to finish the job. Apparently the measure was incorrect.
Now, the vinyl has to be ordered arriving in over a week. A new install day has to be issued. Another day off of work must be taken.
The state of my home is in disarray. @ days could not use my garage. This has caused multiple days of cleaning as they are doing a little here, a little there each day. Lost funds as I had not planned this much time off from work. I will now have to live with unfinished floors and steps until they can come back with the additional flooring. Not sure if I even trust they will come back! Even when/if they come back, not sure if I feel like the headache it causes. Complete debacle!
To add insult to injury, your customer service department was not empathetic at all. When I asked how this would be rectified or resolved I was told there is nothing the company would or could do. When I continued to call, they were irritated with all of the calls telling me all the time frames are “windows of opportunity”. I responded with are the scheduled days “days of opportunity”?
No apologies, no empathy, no resolve, just irritation from them.
I guess on top of missing work/money, continual cleaning of the house, unfinished floors, I have to deal with it as your company has no idea how to help!
Honestly, I have never encountered such poor coordinating from ordering the flooring (or lack there of), to scheduling, to behold carpet removal. How do you miss on all bases?
Shame on this company, I understand things happen, its life.
When they happen on this scale with no fixes or apologies, you should pull out of the state as you don’t have the correct resources.
I will never refer nor use this company again.
I will tell everyone how horrible my experience was and is.
I have now missed 3 days from work and will have yet another missed day on the next install date, that’s an obnoxious amount of time for a 1 day install project!
I will pray your company comes back on the scheduled time the next visit. I will pray I don’t have this headache again.
I will most likely be disappointed again as I have no faith in National flooring.
I agree they suck they cracked and ruined bottom board of my bed.
The carpet less than 6 weeks old its already fraying not tacked down in most places.
The carpet quality is so bad dog sh*t would make better product then u sell.
Yout company is a disgrace to carpet industry u should be embarrassed to sell the product but u don’t care your goal is screw the customer only.
Like u screwed me millions of others I will return the favor do the same to u
Hi is it at all possible that you could please give me a phone number but I can actually speak somebody at the corporate headquarters for National Floors Direct. They took my deposit and won’t give it back activate screwed up on the job. I really would appreciate your help thank you very much
They have no corporate headquarters, they have no legal department, they are a illegitimate company with a few people running it. Try to get an answer form them and they hang up on you
This is a terrible company. They are ripping people off during a”PANDEMIC”. Wish I never gave them $1000 cash and they never even called to say they weren’t showing up for the installation on the next day.no called them to ask what time they would be arriving that’s when they informed that they weren’t coming because they didn’t have the flooring. Wouldn’t budge on a compromise. I am planning on contacting legal counsel as I am a breast cancer patient and can’t deal with this stress!
I completely agree! I wish I could contact the Rosenburg family myself! I’m sure when they started their business their intent wasn’t to rip people off as well as insult and bully! Their customers!
How this company is still in business is unbelievable!! They are very shady, rude and don’t care about their customers. All they care about is the money. Every reputable company has their customer’s pay for work done AFTER the job is completed. This company wants the money BEFORE the job is done. Probably because they know they do a terrible job so they want to be sure they get paid first and don’t care about their customers.
I agree they suck they cracked and ruined bottom board of my bed.
The carpet less than 6 weeks old its already fraying not tacked down in most places.
The carpet quality is so bad dog sh*t would make better product then u sell.
Yout company is a disgrace to carpet industry u should be embarrassed to sell the product but u don’t care your goal is screw the customer only.
Like u screwed me millions of others I will return the favor do the same to u
They suck they need to be put out business they screw and cheat there customers
This company took my deposit from me and scheduled the date for installation. They didn’t show up on the date that they scheduled the installation. Instead they showed up the next day unannounced. The installer told me he couldn’t make it yesterday because he was held up on a job. I called the company to get my deposit back because they’re very shady they told me they do not give back the deposit. This company has been very shady with me since the first day they came to my house. They were trying to charge me $30 a square foot to do a laminate floor. So when I called customer service back today they told me that they’re not give me back my deposit and this is not a breach of contract. They also told me that the date of installation is not a guarantee it just an estimate. So what they are trying to say is the installation date of June 10th is not a guarantee for installation its just an estimate so another words they’ll be here when they want to do the installation. that is such BS. Does anybody know a good phone number for me to call for the corporate headquarters phone numbers I have for corporate don’t even exist anymore. I suggest anyone with problems with this company to call their local news company to get the help that you need for a refund or to get your deposit back. For instance I’m going to call my local loan company and they would do something that called 7 On Your Side and I will contact the company I put them on blast for the wrong that they are doing to people and they will fight to get your money back with the company. You will be surprised when a company is put on blast from the media amazing people to see how quick they turn their table and give their money back to people that they screwed over
I would join: bonniperratto@ comcast.net
Their company phone number is 917-745-0170
CEO Aaron Rosenberg
CFO Daniel Rosenberg
OMG!!!…OMG!!!… BEWARE!!!… This complaint is to help you avoid aggravation, time wasted, and most of all avoid you LOSING A LOT OF MONEY!!!
One piece of advice to leave with, DO NOT give this company any money!!! AGAIN… do not give this company any money!
The visit started with them giving me a quote on laminating a 200 sqft space for $3300. I kindly declined and said my budget was only $1500. After a lot of back and forth, supposedly calling their manager (which was most likely a fake call to their friend) they came back at $1800, immediately almost a 50% discount. They had extra flooring in stock, so they could give the discount – how convenient, right?!…That was the first red flag, but decided to give them the benefit of the doubt and go with it. I ended up giving $600 as a deposit.
Three days before the install, I called to reschedule due to work being done in the space they were to install the floors. I was told that I would be charged $150 for the next appointment. Either I accept the late fee, or I get charged for the entire job. I would have had to call 72 hrs ahead. The call was made a full 72hrs before the install but the gentleman on the phone said i would still be charged. Another red flag, but at this point I was at their mercy and they already had my $600. Supposedly, their contract reads no cancellations. The next day, mywife called and got the $150 waived.
The day of the install, the workers came and said they will need payment in full before they begin. Cash or money order… They would not even look at the job until they had money in their hand. Once I gave him the balance in cash, they said they’re not allowed to give a receipt until the job is done. I disputed, but they said it was policy. Twenty minutes into the job, they’re unable to install the floors because i need to get a patch… It would be an additional $1600. I told them that the sales rep inspected the floors and said I was perfect for the install. This was not my fault they miscalculated the job.
So now, they have payment in full… I have no receipt… and I need to cough up an additional $1600 to continue with the job. After getting a manager or supervisor on the phone, and spending over an hour disputing this… i was told they can either drop off the flooring in my garage and i finish the job myself, or i have to spend $1600 for them to complete the work.
Now I’m furious!!! They won’t give back my money (which was in the workers pocket), no receipt, and they won’t do any work unless i spend the additional money to finish the job.
To make a long story short… I got the worker to give me back the money. As for the $600 deposit that is already in their possession, I am still working on this. THEY THREATEN TO PURSUE THE COST OF THE ENTIRE JOB AND SAID I WILL PAY FOR IT.
This company is rude, obnoxious, disrespectful and very unethical. Even the worker agreed with me, and said most of the jobs they send him on are pretty much the same situation. I actually felt bad for him, because he deals with the wrath of this… It’s unfortunate that most people actually get fooled into spending more than they’re supposed to.
I am pursuing this complaint further to get back my $600 deposit and also make sure this does not happen to other consumers.
What can we do collectively to get our money back and put this scamming, unreliable, non reputable! Company out of business! The “manager” was such a bully on the phone! He literally made me feel like a piece of crap! And I’m an educated professional. I deal with people on a daily basis! I would NEVER treat anyone the way they treated me!!!!!!
I feel your pain. Is there any way that we can get all of us to sue this company? It is almost illegal what they are doing. How can they get away with this?
There has to be a way to file class action against this company. The customer service and installation guys are also horrible. The Sales people lure you in, which I fought very hard, but they had encashed the check, put changing things in contract and then when the time comes for installation, they pass us back & forth to depot manager, installation manager, this that and whole 9 yards. Gave us the window of full day and don’t show up for 3 consecutive times. We put everything on hold just to god damn wait for them and customer service says, “oh we give you the slot for full day, we can narrow down, but just wait”.. After waiting, the guy comes with half tools, can’t finish the job etc. When you call customer service, they say, we have to connect with Depot Manager, but they don’t work on wkends.. So can’t do anything.
This company is fraud and giving us unbelievable frustration. The floor job very poor.. Vinyl floor bounces, has ups & down, that caused frustration for even their own guy who came to install moldings. What a poor job with so much of gap everywhere and uneven cuts.
I tried calling customer service asking them to connect with Aaron, or any senior executive.. Flat out NO.
unreal.
We are living off of basement right now. can’t hook up appliances.. Can’t schedule paint job anything.
I really feel we should all get together and start a Class Action Suit against this horrible company. They are scamming a lot of people out of their hard earned money and should be put out of business.
I would like to join in on a class action lawsuit also. I had a salesperson Desire Upton come out to give me an estimate. I had carpet and was looking to have hardwood installed. I pointed out that my floor was slanted and she told me her installers could fix the slanted subfloor before installing wood. She did not say maybe they could, or maybe we should have them take a look first before proceeding. She flat-out said they definitely could level it. I trusted her and believed she knew what she was talking about, and based on her assurances I went ahead with the contract.
When the installers came, almost immediately upon viewing the floor they said they could not fix it, it was a major repair and I’d need to hire a framing contractor. I called NFD and told them about the situation and that I could not afford to do the extensive repairs required. They refused to return my $1,777. I explained about the misrepresentations of Desire. They still refused to refund my deposit and said I’d need to get the subfloor fixed and then once it is call them back and they’d do the install. I am not about to be bullied into making major, expensive repairs to my home. Their salespeople are deceitful and clueless and should not be out in the field misrepresenting information to owners. They at the very least should be able to tell the difference between a minor subfloor repair and a major one such as this. NFD also said they’d be charging me a 20% restocking fee because I didn’t accept delivery of the materials. I was not about to take the wood that I couldn’t even use and have it take up my whole apartment and get warped and damaged in the meantime. Even if I could afford to have the subfloor fixed, I would not let NFD anywhere near my home again to do the install. There’s over 400 complaints on the BBB along with a previous action by the FCT for threatening to pursue legal action against customers who post negative reviews online. That alone tells you all you need to know about this company.
Even if I had been able to repair the subfloors, after reading the reviews about the horrible quality of their installations on the BBB website, there’s no way I’d let them anywhere near my home. I have zero confidence that they’d do an acceptable job.
I asked to speak to Frank Murphy, Regional Sales Manager. They said he does not speak to customers?? I spoke with Cindi, a supervisor, and told her to please just take my 20% off the deposit, refund the rest, and go away. I was willing to give them $355 free, for doing nothing and providing no services, just so I would not have to deal with them. I could not stand the stress anymore. I asked her to pass along my request to Frank and I still have not heard back from either of them. I called again to request an email verification that she had, in fact, passed along this info and I was told that I would not be provided with such.
I lost two days of work clearing my floors for the installers, along with another two days from stress and lack of sleep because of the anxiety they caused me. I intend to file a 93A claim seeking treble damages, interest, and legal fees.
I REALLY THINK WE NEED TO SERIOUSLY LOOK INTO A CLASS ACTIOIN — DOES ANYONE HAVE ANY ATTORNEYS THEY MIGHT KNOW OF THAT COULD HANDLE THIS? I know a few and will be getting in touch with them.
They need to be stopped. Please let’s all get in touch somehow and stop this horrible ripoff of a company.
I would like to pursue a class action lawsuit also. Does anyone know any attorneys who might be able to handle this? I will make a few calls tomorrow to see. This complete ripoff of a company needs to be stopped. How many tens of thousands have they stolen from people. They stole $1,777 just from me alone. Sickening and I don’t know how Rosenberg sleeps at night. Sincerely hope karma bites him in the A**
hard.
We would like to join u with class action suit we never signed his tablet but my husband’s name is on contract it’s not his signature it’s similar to sales men signature tried calling NFD several times to get our deposit back got hung up on and then threatened that we would owe all this money
Let’s do it
I would like to join in on the class action suit. I am furious! They left my house a mess and broke not only 2 closet doors, but our master bedroom ceiling fan and light. About $800 to fix. Danielle one of the “supervisors” was like too bad, we aren’t responsible. She basically hung up on me. I am so disgusted. All they care about is getting their money and they PAY people in Amazon gc’s to write 5-star reviews! So, they can just come and smash up our house and you’re not responsible? She wasn’t even apologetic.
I agree. We had Lois come to our home for estimate. We looked at her sample book and matched our current flooring to the sample including the product number which was Mohawk oak Oxford. We paid a deposit and waited for installation which was supposed to be the following week. It was cancelled twice. When they came to install, the product they showed up with was lighter than our floor. We immediately called them, supplied a photo of the product and our floor. They said that it was the correct product and threatened to sue us for additional money if we did not accept the installation. So we have the floor installed since they would not return our money on deposit.
They are not a reputable company and we would not recommend them ever. If there is a class action, we would gladly join.
I made a purchase for Armstrong Luxury vinyl, I repeatedly told the salesman I wanted no greys, and picked out a dark rich natural brown. Upon installation I was shown the purchased product, a light brown with a grey tint to it. I immediately called National Direct complaining the color was wrong. I talked with a man claiming to be from Customer Service and who claimed to be the customer service manager. I explained to him this wasn’t what I had ordered and that I had distinctly said no greys. He refused to listen saying that if I wanted a color change it would be 1600 dollars, and to cancel the order would be 25% of the purchase of 7000 dollars. We argued even asking him to speak with his superiors and which he said was impossible. The lack of customer cares and the totally disrespect from such a national company was mind boggling, he even repeatedly mentioned the contract I had signed. When you sign a contract you expect to receive what you ask for, and respect for a repeat of business. Do not purchase a product from these people, and the president has made himself invisible to the consumer. We are stuck with a very light colored floor supposedly brown with a large tint of the grey I so made abundantly clear to the sales rep I hated. My suggestion is to look the other way, head to HomeDepot or your local floor distributor and pass this along so no one else receives this same treatment. By the way the installers were wonderful.
This is urgent. According to the sales rep. what I want was in stock (he spoke to that department and confirmed. The rep is aware that the installation must be done before 1/21/2020 because of other scheduled work.
I have not heard anything about the installation. NFD did not return my calls. The rep has not returned my or email.
If NFD can’t do it, let me know in enough time to buy elsewhere AND return my deposit.
I was extremely disappointed with the lack of respect National Floors Direct had towards me and the installer. The installer drove 2 hours And the minute he walked in and saw the room he said there was not enough carpet! The carpet and the length of the carpet was would mean there would have to be two seams in the hallway and the installer did not recommend the seems very there! After speaking with Cliff the customer service manager, we came to the conclusion that against my wishes and the recommendations of the installer the carpet would have to be installed or I would forfeit my deposit of $700 and still have to pay for the carpet! Cliff ask the question as if there was another option, either install it or lose your money! There was no consideration for my concerns as to where the seams would be place and no respect for the very honest installer who’s reputation was on the line! I have always used empire in the past and they will be my carpet company of choice in a year when this carpet needs to be replaced! Cliff refused to let me speak to anyone else that could possibly find a solution that worked for everyone! National Floors Direct only cared about getting this job done and not what was best for my home or for the installer. We also learned that if the seams were to fail outside of the 3 month warranty the company would charge his installer a $1000 fine, no wonder the installer was very against going on with the job. So we are in a predicament because if and when the carpet fails, we don’t want it to fall on the installer because of his honesty, but we will be left with the problem. So we are left with a “patchwork” installation of 4 pieces when the installer said it should be one piece!
I had flooring put in last summer. After install, I noticed an area where the floor was “risen”. I called and voiced my concerns to “samantha” who sounds like a gum chewing middle school drop out. She told me it was from the humidity and that it would correct itself after the winter. I waited and guess what, it had NOT corrected itself, as I was told. I called again and was told that I was now out of warranty. I asked for samantha and the gum chewer conveniently wasn’t there. I hope karma comes to those people ASAP.
Executives
CEO: Aaron Rosenberg
CFO: Daniel Rosenberg
On 6.29.19 I had a scheduled installation for floors and rugs. Firs off, the installers that came spoke no English as I was informed by their supervision.Then the supervisor informed me that he had to leave to do another job , he said the workers that don’t speak English can call him if anything. Then the workers placed a saw behind my car without my permission and it blew sawdust all over it. Then they almost installed the wrong border trim. Later I was told that they needed to remove a closet door, they said they would put it back on, then all of a sudden they said they could not. Then they told me sorry the transitional they put in going into the bathroom is sitting to high, and I cant close the bathroom. I then noticed they covered my air conditioning vent with the floor. They were packing up when I stopped them and said back inside , this needs a correction. How can a professional miss that? Then I realized the rug in my outside room was to high where it meets my porch door. I purposely mentioned that we could stop short of the door if that would be better, the installers supervisor said it would be fine. He didn’t stay long. Not professional, very displeased, especially for the cost. I should get some money back, bad service very marginal quality job. In addition, I have to have two doors readjusted that were fine prior to them doing the flooring. CRAZY that a customer deals with this, still waiting for Liz with customer service to call back….
Keith stauch
XX Rivermead Blvd
CT
402 860 —-
This is the most unprofessional company I have ever dealt with. When the installers arrived today and told me how much the balance was I thought it was a little high and couldn’t find my contract so asked to have someone call me which they did and we worked it out. I then left the remaining $50 on the counter for the installers as they continued to work. Then I receive a call from someone else threatening to pull the installers off the job if I didn’t walk downstairs and put the $50 in their hands immediately. I was shocked that a company this size would treat a paying customer this way. The installers were extremely professional so perhaps they should give some lessons to the people back at the office. I will NEVER recommend National Floors Direct to anyone.
Please make sure that Aaron Rosenberg receives this message as I will be sending a letter as well.
Kathleen Hannon
On 1/15/2019 a representative name Jim Maiato from National Floors Direct came to my home and I ordered hardwood flooring and carpeting – on 1/25/2019 the
installers came to install the new floors so I inspected what the installer had on their truck and the hardwood and the carpeting was not what I order. The installer call the
company and explained to them what the problem was and then I spoke to the company and they proceeded to try to tell me that the order was correct. I took a
picture of the sample the representative had of the exact wood that I ordered and the installer and myself texted the pictures to National Floors Direct in New York and you can
clearly see a difference between the two different colors of the wood. So after several phone calls and them threatening me saying that it will cost me dearly in court and
I will not get my deposit of $700 back and that I now owe them $5257.00 if I do not let them install the wood and carpet. I cancelled the order because I do not want to
have something installed in my home that I did not order. What I ordered was a light color cherry wood and the color the installer had on their truck was a dark color
wood, and the carpet was very thin and not the color I ordered and I clearly explained to the representative that I wanted thick carpet and what I chose is not what the
installers had on their truck.. I have pictures of the hardwood I ordered and I also took a picture of what the installer had on their truck and texted it to the New York office and you can clearly see there was a difference in the 2 photos if the hardwood. They did not try to solve the problem they just tried to make accept what was on the truck and I also have text messages threatening me with how they can crush me in court and that I now owe them $5257.00 and I do not take kindly to threats. The only thing I want from your company is my deposit of $700.00 back. I am very unhappy in the way your company has handled this problem with threats and trying to make me accept something I did not order. My home is some what dark and because of that I would never ordered dark hardwood of any kind and I do not care for dark wood. I can email the photos I have so you can see the difference in the 2 different hardwood and I cannot afford to lose $700.00 and now I have a trust issue.
This is no joke coming out to my house at 8pm had app for 9 to 12 then I call up company running late be there at 6 pm no show let them in so my daughter could get rug put in so she could move in they leave at close to midnight my kids were hear girl calls next day didn’t even no they were hear looking to set up app to install no joke very rude on phone spoke to a man told me to send them pictures I did they got them said not good these two brothers did a rush job late at night speak no English came back to do a restrech did nothing said can’t fix told them to leave so job still not fix they say no heat if any one from company wants to come by that owns the company feel free it’s plenty warm in basement even with out rug I will not stop rush job gone bad thoes two brothers will not be aloud back in my house I work for rug company many years ago so I no what a good job is and s bad job is this was a rush job shame on your company John 11/13/2018 quincy mass
Here is just a warning DO NOT do business with National Floors Direct, I wish I would have
researched this company. I had my kitchen floor installed on July 6th, 41 days later the tiles are separating after paying $1,800.00. I have been given the run around for days, I really tried to be patient but now these people are super ridiculous. This company and the people that work need a lot of prayers, I have never dealt with such a nasty, unprofessional company!
Did this problem ever get resolved?
National Floors Direct, all the complaints against you have the same thread of issues. Please return my deposit of $1000, without expecting me to trust you FIRST. Cliff or Tom whoever he/they say they are and Liz know of my request and how best for me to give you what you want so that I get what I want which is for me to get my deposit back. I don’t know how you can continue to be in business. All complaints including mine have to due with the lack of respect for your customers that your customer service department demonstrate; the way you get out of your warrantee by pushing blame elsewhere, the poor craftmanship of your SUB-contractors. exercising our right to cancel and change installation dates while you deny your customers that same right and then charging them re-stocking fees, keeping deposits when product is not acceptable. I have been a home owner for over 40 years and although I have run up against problems with contractors and such,after all things happen…I HAVE NEVER EVER EVER run up against a company that has demonstrated absolutely zero regard for their relationship with their customers. For me there have been easy solutions at every step of the process which your customer service department has bucked and tried to manuever me into accepting you keeping my deposit or charging me extra and they have done so with threats, calling me names, telling me “GET USED TO IT” calling me SO MANY TIMES within minutes of each call and NOT to offer solution but to harass, bully me, call me names, ask if I am understanding, and other things. Then when they call to offer a solution, it is always on their terms leaving me to either TRUST where absolutely no trust was established though I complied even when I had to work around a family emergency and even when complying was contrary to what I had noted on the contract. I can go on but I won’t. Please refund my deposit then I will withdraw my various notifications not the other way around. As usual, I offered a solution that should be mutually acceptable but your customer service department refused to accept it. Cliff and Liz and…a…Tom have all my contact information.
I would like to file a class action against this company.
Me too!
Me three! I am currently in litigation with them amd the AGO
Lets see what we can do.
Hi I’m going through the same situation and there is no physical address to confront them. The Avon office closed years ago!!does anyone have a valid address besides P.O. Boxes???
Call the number or see the address in our listing
I filed a complaint at the BBB. They’re still not budging on installing the wrong floor. Please let me know how your case turned out. dcontreras@ sidley.com
Count me in. These people are the worst.
Me too! Their terrible
mass.gov/how-to/file-a-consumer-complaint
Alison,
Did you file the complaint and if so, what happened?
Please contact me. Im interested also
Yes count me in
Jessica, please let me know if this happens. I’m with you and anyone who will take this serious. My aunt is 93 years old and they took full advantage of her. This company is scum. They made promises they couldn’t keep. They made a mess out of her floors. Strange how we couldn’t have people in her home because of the virus. Couldn’t compromise her health. Now that we can. They don’t want to deal with this. They filled out a contract with her with me. Came back two days later to get deposit, and her final signature. I was not present to check. But anyway they wrote up a different contract and had her sign it, and she and I weren’t aware until it was to late. Been fighting it since. I atheist want to see them run out of business.
Count me in. Horrible customer service with nothing but excuses. Please let me know if this moves forward.
All of what you mentioned, we are dealing at this time.. They have our money, they don’t need to be nice.. won’t let us talk to senior management, wont refund money, even went so far as to laugh..
File a complaint with the AG in Boston. We have spoken to them and they will investigate. mass.gov/how-to/file-a-consumer-complaint
Alison,
Has this been resolved yet?
I’m going through the same situation. They installed the wrong color floor. Their customer service rep hung up on me when I called to complain. I just filed a complaint with the BBB. If I get no resolution with the BBB, I am definitely filing a lawsuit. This company needs to be put out of business. They’re customer service sucks. It is obvious that none of their personnel have had any customer service training. The installation is the worst “Professional” install I’ve ever seen. The word “Professional” cannot not be connected to this company. They’re a bunch of rip-off artists, and they must be stopped!!!!
To whomever will listen at National Floors Direct,
I am writing in regard to our current disastrous experience with National Floors Direct at my parents’ home at 133 Breakwater Shores Dr, Hyannis, MA. On July 6, 2018, my sister and I met with and placed an order with your sales representative, Brian Simone, for carpet and vinyl. We were given an installation date of July 23, 2018 and were told that the installation would be done in three to four consecutive days. On the day of the installation, I was called and told the carpet installation had been moved to Weds, July 25th. We are renovating the house and I don’t live there, so our contractor let the installers in when they arrived late in the day. He then left them to work and close up the house. The next day when I went to the house, I found that the carpet HAD been installed in the bedrooms but not the stairs and the vinyl work had been partially completed. I also found the house in complete and utter disarray…furnuture had been stacked and thrown anywhere and everywhere. The old backing to the existing carpet spread dust and residue through the entire house including the walls. The installers even used to toilet and failed to flush their excrement! It was DISGUSTING! I have attached pictures that don’t come close to showing the extent of mess that was left. To add insult to injury, I found a copy of your Customer Satisfaction Checklist that had been filled out and SIGNED with a glowing report! No one was there to sign it yet your installers took it upon themselves to do so???? I’ve included a photo of that as well. I was also told by customer service that someone told the installers that we didn’t like how the carpeting on the floating stairs looked because the backing showed through so they didn’t do the installation. There was NO ONE at the house during the installation so this was a total fabrication.
The problems then continued. Today, July 28th, 2018, we were supposed to have the vinyl installation completed. I spoke to Liz Madigan yesterday several times, including just before the end of the business day, at 5:45pm. She confirmed that the installers would be there to complete the vinyl installation sometime close to 9:00AM. At 8:30 this morning, I received a call from your installation department confirming the appointment, and that I would receive a call one half hour before they arrived so I could meet them at the house. By 11:45AM, I still had not heard from anyone so decided to call the installation department. I was then told by Mr. Dubois that there would be no installation today because the nose molding for the living room stairs was unavailable until August 9th. NO ONE called to tell me this! Again, to add more insult to injury, my husband and I decided to go the the house to check on other progress, only to find the house open and a delivery of vinyl molding on the floor. Someone took it upon themselves to use the spare key we had left for contractors, your installers included, to open the house, deliver materials and then leave the door unlocked. NO ONE called me to ask if this was acceptable! IT IS NOT ACCEPTABLE!
This house was built by my father 48 years ago. It is a cherished part of our family. My father, now 91, is dying and in hospice care. These renovations are being done so my 86 year old mother can rent the house as a means of support. It is a very stressful time for my family, aggravated ten fold by the experience of doing business with your company. Your company has treated this house like its an outhouse and then patted themselves on the back for doing so!
The behavior of our installers is shameful! I have been assured by Ms Madigan that this unconscionable situation is being reviewed my Senior Management. I have also been assured of call backs…none of which occurred. All Mr. Dubois could offer was a weak apology and very little empathy for the way this whole nightmare has been handled.
At the very least, National Floors Direct should refund the installation costs. As the job is still yet to be competed and you have our money, we hope that the job can be completed as quickly and professionally as possible.
Sincerely, Susan Buchanan
I would like to file a class action against this company.
Placed an order. My deposit was cashed within 3 days so I couldn’t cancel the check. I sent a certified mail to cancel the order on the date specified on my cancellation form. It says it has to be received within 3 business days. My salesman populated the “date” line in the form and I made sure it was received by midnight that date.
Customer service is telling me that the date in the form is wrong and that they consider Saturday a business which makes my letter to them one day passed the 3 days.
I am told there is no manager around today and that “Cliff” will be in tomorrow. The customer service reps are rude and I am not happy at all.
I did everyday thing i was told to do to cancel the order.
What address did you use to cancel. My salesperson claimed he made an honest mistake not giving us the document. I got him on the phone which was a surprise to him. He said he will email it to me but then disappeared and failed to respond. Obviously trying to wait it out. I am going to send it to 40 Robbie Road, Avon MA. Do you have a different address in their right to cancellation form.
Mine too! Pathetic
Yesterday the came and did my stairs the bottom step first board is loose and going to come off they will not look at it they told me I would have to go to home depot and buy it and they would fix it it was done yesterday when someone falls and gets hurt they won’t have just a complaint I have kids on this constantly ALSO THE SALES MAN PUT TRIM IN MY ORDER it’s not what’s in the entire house it looks like crap I called yesterday and so did the flooring guys no one called me back they kept it when I didn’t want it I have had this company here before they have done over 7,000.00 worth of work in my house . The guy who called me this morning was a bully I did not pay or want this in my house this is unsafe and terrible all I want is this board fixed and upstairs hallway fixed I don’t know why it has to get to this point I don’t want another sales person calling me I want management calling me if someone gets hurt I will be suing you
I placed an order on 5/29, and scheduled for install on 7/7/18. I had a death in the family and need to cancel my order. I was told best they can do is push out the install date due to my using a finance option. I am going to be taking on a massive amount of expenses from the funeral and home renovations need to be put on hold. Aside from the ridiculous policy that you have 3 days to cancel by mail (which is next to impossible, what happens if post office lost it???), there has to be a way to cancel this! They just choose not to. I am 100% sure if they even ordered the supplies already someone else will be able to use them. it was a common floor type and it is more than 3 weeks from install. They were able to put a 6 month hold on the order, but honestly, I am not going to be able to pay of the finances along with the debt I will be paying for due to the expensive cost of a funeral. I just want the peace of mind that either my credit is not going to be destroyed because they will charge me for something I now can’t do anytime soon, or the peace of mind it is cancelled and I can revisit flooring at a later date. I only gave them a 200 dollar deposit, and was supposed to pay 1200 cash and finance rest on delivery. I am trying every resource possible to get their attention, since the service line is just a buffer that will not be able to do anything.
John I am so sorry to hear this. But it doesn’t surprise me because although my mother didn’t die, I did have a family emergency that National Floors had no respect for. I am wondering how this company can be in business all this time, unless they can afford to stay in business because of all the money they bully customers out of while not providing the service promised. All their complaints have the same thread of various issues which are not only the usual complaints customers have against companies but some unusual ones. Maybe it is time we all start looking to joining forces to get them to pay us back and to stop them from continuing to hurt customers. Im noticing too, that these complaints are all from this year and especially the last two months.
Dear National Floors Direct,
I normally deal with the President of a family owned business when information delivered to the customer is the fault of the company. I was scheduled for an installation on Wednesday, April 25. Wednesday morning I received a call from Charles stating that the installer called out and that they would reschedule me for the first appointment. It rained that day so I was okay with rescheduling as long as they could compensate me with being first on the list for installation. He said no problem. Today, Monday April 30, I get a call from Liz who tells me my installation will be from 12-4pm. I was upset because I changed appointments around to accommodate NRD. That is unacceptable when communication from National Floors Direct did communicate in the records that I would be the first install. Liz was not helpful and when I asked to speak to the manager, she said she was the manager. I asked to speak to her boss and she said No. That is unacceptable and she is not her own boss. I was very upset when she hung up on me and did not allow me to speak to someone else who could handle the situation better. I called Installation and spoke to Linda who kindly repeated what was written. I was still not pleased, because what was said to me was not communicated to the installers, however she let me know that I could express my issues through We Listen.
My word of advice to NFD is when you cancel an appointment, you “FIX IT” by making sure the customer you disappointed gets first preference on the schedule no matter where they live. This is the first time using your company because Sawaged got it right with his presentation. I should not be upset first thing in the morning from calls like this from Liz.
Please make sure this is read and discussed at your staff meeting because I will make sure it gets to the President, Aaron Rosenberg.
It’s Aaron’s and Daniel who run the company, there father Sam was a scam man also when he owned., the company Giant carpet, ripping off hard working people, now there up north of newyork New Jersey Connecticut, doing the same up there ,shame on you Rosenberg family,
Order #114569
I made the biggest mistake using National Floors Direct for carpeting. First, the salesman using bait and switch tactics. Cash only sales, which was an immediate red flag, and my deposit was cashed in the 3 day cancel window. Empire offered a much better quality, better padding carpet than NFD offered. The salesperson at NFD, Pierre, told me the “I would love the carpet” I was offered and convinced me to stay with them. Big mistake. Empire came back with a better deal, but I felt railroaded by NFD, despite texting the salesperson again with the better deal from Empire I was not granted the “Price Guarantee” despite reaching out to NFD. When the carpet arrived it was the worst quality carpet I’ve ever seen. When I immediately called NFD I was told I would have to pay them a $250 restock fee if I didn’t accept the carpet. I spoke with Tom Madison, who basically told me I bought the “entree level” carpet. I told him that is not what we purchased and I can feel the tacks sticking out under the carpet. He told me he would have Larry call me, install manager?, which to this day has not happened. I have been told last names are not given out. Another red flag. I would like NFD to do the right thing and replace the carpet, at their expense, or refund me the money I paid for this horrible carpet, so I may use a more qualified company to install a better carpet.
Jennifer – I’ve had several issues with the order and Tom Madison. My job from November is incomplete. Could you email me?
The salesman, extremely pushy and unprepared. When I said I thought I could buy the product only – He insisted I buy and I had 3 days to cancel – salesman said, he would NOT deposit my check unil 3 days. The check was deposited that NIGHT!!!! I called the next day to cancel and they REFUSe to give me my money, saying the installation department ordered product. REALLY, in minutes, they unstocked flooring (heavy flooring). I dougbth that VERY much! – They are all LIARS and this is how they keep in business – keeping all of our deposits, cause it’s the only way they can make $ by lying.
DID THEY FORGET KARMA!!!!!
WOW some people are that STUPID!!!!
Carpet install today was butchered. After 1/2 hour on hold I get a “Manager” named “Tom” and he said there’s nothing he can do about the fact they didn’t bring enough carpet to the job.
the Rosenberg family should be embarrassed.
Update: (no better)So Tom Madison from NFD promised to call back before 5PM with an update. Now 5:30PM no call, no surprise. From the sales person, to the woman who answered the phone (Samantha) to the “manager” “Tom” what mess. The installers were nice but they did understand a word of English, hence the butchered job. Low cost help I presume.
I don’t know why I would think anyone but pissed off customers would read these notes anyway, the company obviously could care less about the customer satisfaction or what kind of reputation the Rosenberg family has in this business.
Order No. 114469
HI jim
same thing happened to us “TOM” what a joke.
Aaron Rosenberg Daniel Rosenberg
Anthony Lewis
Order # 107042
I hope someone will call in regards to the issues I’m having with the installation of my floor.
Thanks
GC
We are trying to cancel our order within 3 business days today. Friday is the 2nd dadayhowever noone will help us. The salesman walked out of my house whenoI said i wanted to cancel. Very rude!
Over the phone i was told Saturday is a business day but I cant give my request request to cancel to anyone. Help! I want my deposit money back please!
My cell 781 603 XXXXX. address
Halifax MA 02338
David Geisser
Did you get a Notice of Cancellation document. My salesman didn’t give it to us and then said it was a honest mistake. He said he would send it but has not done so. I am looking for any instructions or address for cancellation.
Good morning.My name is Robert K Sturges and I am a US Merchant Mariner.On 9/17/2016 I purchased 42 boxes of preferred cabin gunstock 3 1/4.The store address is 114 Powell ave Nashville tn 37204.
Due to my travel and work schedule the flooring was installed on 4/26/2017 and it looks great.
Upon completion of the job there was an excess of 9 boxes.The responsibility for this oversight is mine..I made the mistake which resulted in the excess number.My recent work tour began in May and ended in August and it was in late August when I entered the store from which the flooring was purchased.I had the paper work for the purchase of flooring and enquired if the excess of flooring could be returned. The answer was no,the flooring could not be returned. The boxes are unopened and it has been stored in a condominium since date of purchase. The reason for rejection of the flooring was that it could not be mixed with other lots of the same product. While this may be so, the product in question always has some variation in its appearance.
This flooring should not go to waste. Would you have another outlet which might accept the flooring?
Your time and effort in this matter is appreciated.
Respectfully,
Robert K Sturges
Nashville,tn
615 298-XXXXX
Executives
CEO: Aaron Rosenberg
CFO: Daniel Rosenberg
COO: Anthony Lewis
7/25/2017
Hello,
I recently purchased a rug for installation. Not only did the installers not show up when scheduled the rug is actually falling apart now. The rug has been in for 6 weeks and it is falling apart. You cannot even walk across it without it pulling. In addition, it was installed incorrectly. It was glued to the floor and the quote states it was to be bound with a tack strip and padding. I paid for all of this also.
I also spoke with Samantha Rodriquez, your front line person answering the phone. She is rude, argumentative, and obviously has not been educated within the customer service industry. She actually hung up on me.
I just want to know how a 6 week old rug which the policy states I have 120 days to bring forward any issues falls apart. I was informed by the sales man that this rug would last 30 years.
Can someone please get back to me about this matter.
Margaret
Even though I expressed to the salesman, Gary St Laurent, how important it was that the install happen by Friday the 14th, and even though I called the 13th and confirmed the install, they never showed up. When I called, I was told that they came and no one was here. That was an absolute lie. I was here, my daughter was here, my friend was here and my landscaper and 2 of her employees were here. We were having coffee in my office facing the driveway and the front door was wide open. No one EVER came. The customer service supervisor, Tom Madison, called me a liar and insisted that they had been there. I asked him why they didn’t come to the door and he said because they called and no one answered. If they were in my driveway, they would have been able to see us in the front room, that’s how close it is. There is no way that they came and the company is making excuses for it. I have not been able to locate any contact numbers for anyone besides this Tom Madison and I cannot speak to him again as he is rude, disrespectful and nothing more than an outright liar.
On Friday, April 21, 2017 we had carpet installed by NFD – after the installation we noticed a defect in the laid carpet and pointed this out to the installer and asked what to do and he said we should take pictures (which we did) and send to NFD and the manufacturer would come look at it and replace. The installer also took pictures at the time. We sent pictures on April 24 and again on April 26, 2017 – since that time I have called every 2-3 days for an update with no success, I was told a claim was put in with the manufacturer on May 4th, when I asked for a copy of the claim I was told that was internal paperwork and it could not be shared with me. After continuing to call every 2-3 days on June 21, 2017 I was told by “Samantha” in customer service that the manufacturer said that the hole in the carpet was not a defect and they were refusing to even come and look. I asked for a copy of their determination in writing and was told that she would “work on it” – NFD Order # 109010 – PLEASE NOTE THERE ARE NOT ENOUGH SPACES TO PUT ALL THE DATES I CONTACTED NFD – PLEASE SEE BELOW FOR FULL LIST 4/21/17 – 2 calls to sales rep Larry Probst and 2 emails sent 4/24/17 – call and then email sent with pictures of damage 4/26/17 – call and then email with pictures of damage 4/30/17 – call to customer service (will take 5-7 business days) 5/7/17 – call the customer service (will probably know in a few days) 5/12/17 – call to customer service (speak with Tom who identifies himself as a customer service manager and says he will look into it) 5/17/17 – call to customer service (speak to Tom again, no update the back office dealing with it, he will call me with an update) 5/25/17 – call to customer services (Tom again, he tells me that a claim was put in with the manufacturer on 5/4/17 and it will take a couple of weeks I asked for a copy of the claim sent to the manufacturer and Tom said he’s ask the back office for it 6/5/17 – call to customer service tom told me it could take 6 weeks for a review, I again asked for a copy of the claim and was told I cannot have it 6/12/17 – call to customer service, no update and told I could not have a copy of the claim 6/14/17 – call to customer service, Samantha – she says she’s going to help me, she calls me back and says she called the local inspector to call me to come out to look at the carpet 6/15/17 – call back to Samantha, she has no update 6/19/17 – call back to Samantha, she has no update but says she working on it and has called someone very high up at the manufacturer and will definitely call me back 6/21/17 – call to Samantha, she tells me that the manufacturer says the carpet is not damaged it is the seam, although the defect we had is not on a seam or near a seam in the carpet, she seems confused and says they have denied our claim, I asked how to escalate it and she said I couldn’t, I asked for a written copy of the determination and she said she would work on it.
Message from Business:
Mr. Marquant contacted National Floors Direct regarding a 0.25 square inch pull in his carpet five days after the installation was received, completed, and signed off as free of damage or defect. We responded immediately to Mr. Marquant’s concerns by opening a claim with the manufacturer on his behalf with the photos he submitted to our customer service team. When the manufacturer’s claim was denied, National Floors Direct offered, in good faith, a one-time no-cost repair of the issue. Mr. Marquant agreed to accept that resolution and, moments later, complained to BBB. We are confused by this course of action but renew this offer. The issue was deemed by the manufacturer to be the result of local damage to the carpet. Mr. Marquant can contact our customer service team to move forward with the repair work at any time.
Please respond to this message within 10 days.
Thank you.
Better Business Bureau
This message originally read on 9/1/2017
Good morning –
Regarding previous filed complaint against National Floors Direct (#12222025), we agreed to a resolution with the business for an inspection and repair of the damaged carpet that was installed (see email below) – After repeated phone calls to NFD we were finally able to schedule a time for an installer to come out and inspect the carpet. The damage to the carpet was deemed irreparable by the installer (see signed doXXXXents attached) and I was told it would need to be replaced. The installer actually had some of the carpet in his truck, however said it wasn’t enough for the space needed. I contacted Tom Madison at NFD Customer Service Manager immediately and prior to the installer leaving my home and he told me he would contact the installation department and get back to me. I have repeatedly called Tom to schedule a replacement date with no luck and most recently on Monday August 28, 2017 he told me that NFD is NOT going to replace our damaged carpet and that they were going to again file a claim with the manufacturer (who apparently originally denied the claim) – he told me that scheduling the manufacturer to inspect the carpet could take several days or weeks – I have not heard from NFD since –
I asked for this in writing (email) and he told me that Senior Management no longer wanted him communicating in email, only to confirm appointments. During a conversation with Tom on 8/11 – a day that my husband stayed home only to call Tom at 2:30 to find out he didn’t confirm the appointment, he told me that if I contacted the BBB again “did I really think they’d come out and fix my carpet” – I have repeatedly been told by Tom, when asked to speak to someone else “my boss doesn’t want to speak to you” “there is no one else here to speak with I am the customer service manager”
We paid $5,000 for carpet and in that in one area it was installed damaged – we would like it replaced and without any further delays and hassles of having to deal with
We also feel that through this whole process we have been retaliated against for going to the BBB in the first place, with the lack of response to us and the repeated phone calls I’ve had to make.
Our carpet was installed on Friday April 21, 2017 – It is September 1st.
Please re-open our claim as we are not even close to satisfied with NFD’s response to holding up what they agreed to with our initial resolution in July.
Thank you,
Michelle Porreca
Message from Business:
National Floors Direct is not able to replace any carpet for Mr. Marquant. The issue he’s experiencing with this carpet is a pulled loop. This is DAMAGE to the carpet that was locally caused. We offered a one time good faith repair of the issue. If the carpet needs to be replaced, it will be at Mr. Marquant’s expense. Pulled loops in berber carpets are not covered under the manufacturer’s warranty or our installation service warranty.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12222025. Please add your rejection comments below.
We would like to be provided with copies of all warranties, as we were never provided this information.