Name and Shame
Name and Shame

NATIONAL FLOORS DIRECT REVIEW

Complaint
#5YEE2

This complaint was posted on NAS on 10th Mar, 2022 and is a permanent record located here: https://www.nameandshame.com/national-floors-direct-5YOW2/worst-business-practices-buyer-beware-id5yee2 .

NameandShame Author
cxqZPo9
10th Mar, 2022

Worst Business Practices - Buyer Beware

We purchased a home and needed to do quite a few upgrades and renovations. Due to the amount of planned renovations we decided to try and be more cost effective with carpet needs in our 3 guest rooms and basement; so we chose to work with National Floors Direct. Worst decision we could have made! Below is the list of all issues we have so far encountered with National Floors Direct:

1. At our initial consultation meeting we were very specific that although we were choosing a very basic basement carpet, because it’s the basement we wanted a thicker upgraded pad under the basement carpet. Needless to say, that did not happen. Walking on the installed basement carpet is just like walking on concrete. The pad recommended under false assertions of meeting our needs is completely lacking in anyway from what we asked for.

2. On day of installation we were told to be available and block out the entire day for installation (8 to 5). On that day we were told by the installers that they were given too much of the basement carpet and not enough of the guest rooms carpet; seems the sales rep had measured wrong. Therefore, they needed to reschedule to come back and complete installation on two of the bedrooms but they should be back on the following Monday. The next day after initial incomplete install someone called and shared that they actually couldn’t come back on Monday because they had to order more of our carpet which would take 3 weeks to arrive. With no choice we scheduled another installation day (this time blocking out 8 am to 12) for 3 weeks later.

Fast forward 3 weeks; the day of installation came. Installers showed but said that they were given the wrong carpet and needed to come back a 3rd time to complete installation. After they left, someone called and said they would be back the next day and we needed to block the full day (8 to 5) and wait for them to come a 3rd time to finish.

3. In addition to the mentioned items already, in one bedroom, day after they installed carpet, a reddish rust discoloration in two parallel lines occurred on the carpet in the only completed bedroom. We called National Floors Direct about it and we’re told since we didn’t tell them day of installation it would be on us to bare the cost of replacement. Although they did offer that since we had a planned return visit from installers they would attempt to clean it for us.

The kicker is that on the 2nd day installers showed up 3 weeks later with the wrong carpet, installer shared it looked like the pad bleed through somehow- meaning THEY (installers) caused the stain and would let “them” know. However after installers left and we were called to schedule day 3 to try and finally get this completed they told us installers said they tried to get stain out but couldn’t do it so now we were financially responsible. That was a TOTAL LIE!! Since installers didn’t have the correct carpet they spent no more the 5 mins at our home with 3 of the 5 minutes outside taking on the phone. We explained that to the lady on the phone whose response was “I’ll let their manager know”. Not surprised at all but no call came from the “manager”

So…here we sit on day three of trying to get this completed and 4 hours now waiting for the installers. We will NEVER AGAIN use National Floors Direct. Definitely BUYER BEWARE.

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