Complaints

This profile includes complaints for National Floors Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct

  22 Greeley St Merrimack, NH 03054-4429

  
• 

  National Floors Direct, Inc.

  4749 Distribution Dr Tampa, FL 33605-5921

  
• 

  National Floors Direct, Inc.

  5901 Broken Sound Pkwy NW Ste 300 Boca Raton, FL 33487-2732

• 

  National Floors Direct, Inc.

  447 W 38th St Houston, TX 77018-6603

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The floor is cracking off in various spots , the flooring is in the bathroom , Kitchen, living room and dining room. I called customer service after reviewing the photos they said the cracking off is being done intentionally. When I asked to speak with a manager **** said no , managers dont talk to our customers terrible customer service and the sales man doesnt help once he has made his commission .

  Business Response

  Date: 07/01/2025

  National Floors Direct cannot offer Ms. ********* installation services outside of the warranty period. The written installation warranty for the services provided by our company are outlined in the written purchase order agreement between the customer and ********************** and in the installation completion certificate, a copy of which was left for the customer at the completion of their installation. If service to the installation is needed, and it's one that the company is capable of providing, we will need to be paid for our work.  

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024 we were supposed to have "well plade" carpet installed, and in 2025 we wanted the same carpet in the bedrooms. I showed the sales *** the previous contract and he matched it all up as you can see in both contracts. When installed we noticed the 2025 carpet was different. When we called the company and told them, they told us we had well made installed last year and well plade this year. The work order doesn't match the contract color. Our sales *** said the 84 is well plade, and the customer service *** confirmed it. The higher *** eventually figured out that the ************************************************************************************ 2025 which is well plade. We asked them multiple times to ***lace the 2024 carpet with the carpet on the contract and they said no and wouldn't let us talk to the higher management and were rude. They offered us $150, then $350, and finally $450 as a cost difference between the well made that was installed when it was supposed to be well plade. We paid for the well plade which is the nicer carpet, but received low end carpet called well made. We even offered to pay for the labor if they order the materials and they said no. All we want is the carpet to match like we asked, and the nicer carpet to be installed like it was supposed to. We didn't know it was wrong until 2025 when we had something to compare it to.

  Business Response

  Date: 06/23/2025

  National Floors Direct has reached an agreement with this customer to address the content of this complaint. The customer has signed an agreement with the company surrounding this matter and the complaint should be considered resolved at this time.

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The "check" was never received even though ****** told me it would be here this week, but I was told today it takes 15 business days and hasn't processed, and I am being ghosted by ******, who also told me he opened a warranty claim for the carpet that was installed last year that's the wrong carpet color, and that he'd send me the claim number, and he never did. Coincidentally he's not there every day I've called this week or he's busy and hasn't returned my calls or emails. He is straight up ghosting me. Until the check is sent asap, and I have proof the claim was submitted, and it is being worked on,  this isn't considered resolved to me. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jilianne

   

   

  Business Response

  Date: 07/01/2025

  National Floors Direct has reached an agreement with this customer to address the content of this complaint. The customer has signed an agreement with the company surrounding this matter and the complaint should be considered resolved at this time.
  

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THERE IS NO NAME TO CONTACT...NO HEADQUARTERS!!!!I HAD NATIONAL FLOORS DIRECT COME TO MY HOUSE TO GIVE ME AN ESTIMATE ON BUYING AND INSTALLING WATERPROOF LUXURY VINLE ***** FLOORING IN MY HOUSE. I HAD 2 FRIENDS JOIN ME AND WE PICKED OUT A *****.THE ONE WE PICKED OUT TURNED OUT TO BE DIFFERENT THAN THE ONE. WE. SELECTED. THE SAMPLE WE PICKED WAS DIFFERENT THAN THE PRODUCT LAID. THE PRODUCT THAT WAS LAID HAD TINY LINES ON IT. THE SAMPLE DID NOT.WITH THE STIATIONS/THE LINES THE *****S LOOK DEFECTIVE. IT WAS NOT. WHAT I. ORDERED BASED ON THE ***** I SELECTED.& NOT WHAT I EXPECTED.

  Business Response

  Date: 06/17/2025

  National Floors Direct cannot offer Ms. ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer if there are any installation-related issues with the project.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an estimator come to my home and present me with an estimate for the works, and I issued him a check for 1/2 of the estimated cost, on April 10, in the amount of $1,757. I had 4 days to mail a cancelation, if I chose to cancel. I traveled out of the country on April 11. I decided to cancel the job, and tried to reach out to my estimator ******* *****, calling, texted, and left a voicemail. I tried to email another **** and received an Out of office. Therefore I sent an email containin a DocuSign envelope - the same electronical envelope that NFD shared with me with all the documents about the job - requesting a cancellation, on April 14th. The document clearly has an electronic date/time stamp. Sent to ********************************** *********************************** *********************************************************,***********************************************************, **************************************** I called the customer service, but reached only the call center, where nobody could help me. Upon my arrival back to the **, I called NFD again on April 18th. I spoke with a male **** but I do not have his name. According to him, my order was cancelled, and once the account payable will clear it, I will receive my refund. I asked if I still needed to send the hard copy, and he said no, order is cancelled. I called NFD again few days later and was informed that since I did not mail a physical hard copy of the cancellation, I will not get any refund. Given that I used the same DocuSign envelope, it has the date on it, and the email has a date/time stamp as well. Regardless, I printed the DocuSign document, along with all my emails, and mailed via ***** which was mailed May 28th. I have sent another email yesterday, and received a call today from ****. He refused to give me his last name or employee number, or his supervisor or another **** and repeating that email is not sufficient, and I mailed the cancelation too late, therefore no refund. All based on technicality with no willingness to help.

  Business Response

  Date: 06/11/2025

  National Floors Direct cannot provide Ms. **** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. The customer contacted the company after the expiration of the cancellation period and submitted a written notice to request that the order be canceled almost 5 weeks later than the rescission date. The order was already processed and cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  National Floors Direct has deceptive sales practices and poor-quality flooring products. On 2/13/25, a salesperson named ******* ***** visited our home to provide an estimate. During his visit, he made several claims about the flooring product, stating it was luxury vinyl plank that was highly durable, scratch-resistant, and waterproof. Based on his representations, we decided to proceed with the purchase. We initially scheduled the installation for 3/15/25. However, due to unexpected mold remediation work, we had to postpone. National Floors Direct told us we could delay up to 15 days. As the 15-day **** approached, our construction was still incomplete. When we contacted them again, we were informed that further postponement would result in a penalty. They said a representative would come to our home to collect the remaining balance via cash or bank check, and either leave the materials or store them in their warehouse. This request felt suspicious but we agreed to proceed. It has now been just 52 days since installation, and the flooring is already showing extensive damagescratches, scuff ****s, and to submit photos and said I would receive a follow-up within 2448 hours. No one responded, so I called again on 5/29/25, only to be told that scratches are not covered under warranty. He offered to send someone to replace individual boards, but the damage is widespread, and the floor already looks cheap and worn out. This is not the quality or durability we were promised on what we were led to believe was high-end luxury flooring. Instead, we received a substandard product misrepresented by the salesperson, and we feel completely taken advantage of.National Floors Direct engages in deceptive business practices, misrepresents their products, and uses high-pressure sales tactics to secure sales. I am extremely disappointed and feel that we deserve a full resolution to this matter.

  Business Response

  Date: 06/03/2025

  National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
  
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am writing to formally reject your recent response to my complaint regarding the flooring product purchased from National Floors Direct. While your response addresses installation issues, my complaint pertains specifically to the quality of the product itself.
  
  The flooring material provided has exhibited scratches, discoloration, marks which are indicative of manufacturing defects rather than installation errors. These issues have persisted despite proper maintenance, leading me to conclude that the root cause lies in the product's quality.
  
  Given that the product's quality is in question, I am unwilling to sign a manufacturing warranty agreement that would require me to bear the cost of reinstallation should the manufacturer agree that the floor needs replacement. It is unreasonable to expect consumers to incur additional expenses for issues stemming from a defective product.
  
  I request that National Floors Direct address this matter by refunding the cost.  National Floors Direct has deceitful business practices and misrepresents the product they are selling which I have also filed a complaint with the *************************,    
  
  
  
  Thank you
  
  ***** Domer  

  Business Response

  Date: 06/10/2025

  National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.

  As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact **** flooring products that were delivered by National Floors Direct. There is absolutely no room for interpretation here. The customer selected the product from a **** branded sample board (the sample was produced and provided to National Floors Direct by the manufacturer of the product) with physical samples of the product on it, the customer signed a detailed and comprehensive written agreement, the agreement was instantly emailed to the customer upon execution at the email address she provided and listed therein. The company has acted in good faith and in a manner consistent with the content of the written agreement.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  THE PRODUCT WAS NOT SOLD TO US IN GOOD FAITH.  WE EXPECTED A CERTAIN LEVEL OF QAULITY WHICH WAS NOT MET.  HOW CAN YOU SELL A PRODUCT THAT WEARS AFTER A FEW WEEKS AND EXPECT THE CUSTOMERS TO BE SATISFIED?  ********************** WAS DECEITFUL IN SELLING US A SUBSTANDARD PRODUCT.   WE WERE LEAD TO BELIEVE THAT WE WERE PURCHASING A HIGH QUALITY FLOOR, BUT THE PRODUCT WE RECEIVED WAS FAR WHAT THEY SOLD US ON.  AS STATED IN MY PREVIOUS RESPONSE, I HAVE REPORTED THIS MATTER TO THE FEDERAL TRADE COMMISSION AND NOW TO CHANNEL 7 NEWS. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consult done 5/24 with a sale representative named ******* from National Direct Floor **************. The following Monday 5/26 I called to cancel my appointment and I was told by the representative that a request was made for cancellation, which would then be followed up with a supervisor. I called twice on 5/27 and 5/28 to follow up on my case and every time I tried I wasnt assisted to the fullest need. After many days of contacting, the supervisor finally reached out and let me know they will not refund my deposit of $1,500 due to a waiver I signed which was poorly explained by the sales person. She had me write up a waiver and sign, which wasnt explained thoroughly due to the appointment being rushed.

  Business Response

  Date: 06/03/2025

  National Floors Direct cannot provide Ms. ****** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. The customer has refused to accept multiple installation dates, all within the estimated window outlined in the agreement between the customer and the company, offered by **********************. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  The agent didn't explain to me the significance of the waiver. From my understanding she stated this waiver was for a cancellation of no more than 3 days not that it waives my right of canceling. With that being said she rushed me into writing a verbal statement that she provided me and had me sign.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/10/2025

  National Floors Direct cannot provide Ms. ****** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. The customer has refused to accept multiple installation dates, all within the estimated window outlined in the agreement between the customer and the company, offered by **********************. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
  
  

• Initial Complaint

  Date:05/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well I locked in a rate of $6,500 for living room and dining room floor!I deposited $650 !!??They will not return my deposit!!I lost my deposit!!They are using my money for someone else contract!!I wish I could get back my deposit!They stated my deposit is a percentage of the job !!They will not do the job!!Found lumber liquidator will do the job for $3_800!!They would not even meet the offer and no one called me!!?Do not use the morons!!!They are a bunch of crooks with no morale!!!

  Business Response

  Date: 05/27/2025

  National Floors Direct cannot provide Mr. Mercado any refund at this time. On 04/12/2025, the customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The customer has not contacted the company at any time since placing the order almost 2 months ago.

  The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  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 # 23374473. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  My complaint has not been resolved!!!
  
  
  And no they did not tell me about 3 day cancellation window!! 

  Business Response

  Date: 06/17/2025

  National Floors Direct cannot provide Mr. Mercado any refund at this time. On 04/12/2025, the customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The customer has not contacted the company at any time since placing the order almost 2 months ago.

  The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They did not tell me about the 3 days cancellation fee!!!
  
  
  
  They are crooks!!!
  
  
  
  Leave my complaint open to show others of there unfair services!!!
  
  The problem is not resolved!!
  
  
  Beware how they will steal your money for there private corrupt enterprise!!?? 

  Business Response

  Date: 07/01/2025

  National Floors Direct cannot provide Mr. ******* any refund at this time. On 04/12/2025, the customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The customer has not contacted the company at any time since placing the order almost 2 months ago.

  The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/18/25 we put down a deposit of $1400.00 for carpeting with National Floors Direct. We were told that we would receive a contract by email and that we could resind by 4/22/25. We never received the contract. We called on 4/21/25 to cancel the order and was told that it wouldn't be a problem and that we would receive a refund. We called back again on 4/23/25 and spoke to ***** in accounting and she comfirmed that the order was canceled. On 5/8/25 our bank statement showed that they had cashed the check. When we called National Floors Direct to find out why, we were told that we were locked in because we didn't send them a certified letter canceling the order. No one had ever mention needing a letter to cancel the order. We were told that it was stated in the contract that we never received. We canceled the order because we decided to have our hardwood floors refinished rather than being carpeted.

  Business Response

  Date: 05/19/2025

  National Floors Direct cannot provide Ms. ****** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The customer and the company were simultaneously emailed a full copy of the written agreement upon execution. This was confirmed at the time of sale. Included therein are cancellation procedures. The customer did not provide any written notice of cancellation subsequent to the execution of the order. The order has already been processed and cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please note the following encounter with National floors direct.I placed an order for carpet as per a home visit with ***** ***** on 4/2/25 at my home. a control panel was introduced with carpet panels, as per discussion with ***** i chose from his ***** a product next to the black carpet that was my choice because i thought the black carpet would be easily tarnished with traffic. This product he identified as a steel beam gray carpet which was the darkest of the carpet panels next to black.***** contacted his warehouse manager with measurements to assure it was in stock. Once this was given the yes, we have it but needed a deposit will call/hold the amount stated by the sales *** was initially $425.00usd. After the call to the warehouse the amount was changed to $800.00 USD.Once we agreed on the price, the carpet thickness as I was ***lacing a reasonably thick carpet due to fire damage through the insurance company. We were all set, and I produced the check on 4/2/25 which was cashed on 4/4/25.I placed a call to see how to set up the installation and was told i had to call sales this was on or about 5/1/25,once I called the number provided, I was told I needed to pay an additional $425.00usd as the order was a special order requiring additional ******** I discussed with the ***, I paid the 33% requirement at the initial appointment to hold my product on will call. after several conversations back and forth I was given an install date of 5/8/25 with no additional fee. On delivery day my techs showed up, started removing the carpet in the house, removed the carpet from the van and started cutting as I looked out the door. The first thing I noticed is this is not the dark gray that I saw on the board display. Called customer service and was told nothing could be done about it and refused to have sales *** contact me.

  Business Response

  Date: 05/19/2025

  National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.]

  This carpet is a sub par quality and not the correct carpet. As explained to customer service. I called 4 times and requested your salesman contact me as I started feeling you would switch my carpet and sell my carpet I paid to have on will call. This carpet is half the size the carpet on the display.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 05/27/2025

  National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  The company installed a thinner product than what I asked for from salesman. I called four times trying to reach the salesman in reference to making sure they did not try a bait and switch which they did. They charged $800.00usd to hold/will call my carpet i was told it would be held at warehouse to call for install date. Then when i called i was sent to the sales manager who then requested an additional $425.00usd as the carpet was special order. No i will not as my carpet was to been put on hold. Then i was told that per contract it needed 50% down..no i pulled the contract which read 33% deposit.  The day the installer came i got straight on the phone with customer service and told them this was not the correct carpet color or thickness. as my prior carpet was already pulled i had no choice but to accept it as customer service gave me the run around on the phone for 45 minutes, I am not the only person this company has done this too after looking at reviews. and i will continue to go up the chain until they make this right.

  Regards,

  ****

   

   

  Business Response

  Date: 06/11/2025

  National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
  
  

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  As noted in all correspondence this business has consistently responded with the same reply.
  As I expressed in my last response the carpet they installed and they only installed this cheap carpet because my carpet was taken up, because I did not want to delay the installer because of the language in their contract.

  This company not only tried to manipulate additional funds which were paid in advance to hold a product.But also did not provide the product they advertised. After further reviews of this company I see they have actions against them in other states for the same manipulation.

  Again why would I pay for a thinner carpet than what I already had ,let alone this isnt the same color as displayed on the panel.

  We can go back and forth as long as they wish I have to live with this trade off bait and switch for as long as I have my hone. Therefore I will keep responding to assure you dont continue to do this to anyone else.

  Im going to pray that you sleep well at night taking advantage of hard working people.!!!

  Regards,

  ****

   

   

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected flooring for my home. I was shown pictures of a light floor that was AI generated. Also looked online at what it would look like. When they came to install it, it was very different than what I was shown. Company refused to take it back without me paying a restocking fee and charging me for 2 boxes that they already put down. Installers left my home torn apart. Sales rep ****** return my calls

  Business Response

  Date: 05/19/2025

  National Floors Direct offered alternative color selections to Ms. ***** The company sent a representative back to the home on 05/14/2025, with product samples to reselect the color and sent the customer a change order agreement. The customer refused to sign the change order and wants to cacnel the order. The order cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
  

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****