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. has 13 locations, listed below.

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• 

  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct

  1501 Green Rd Deerfield Beach, FL 33064-1077

  
• 

  National Floors Direct

  22 Greeley St Merrimack, NH 03054-4429

  
• 

  National Floors Direct

  262 Quarry Rd Milford, CT 06460-8504

  
• 

  National Floors Direct

  9242 Hampton Overlook Capitol Heights, MD 20743-3850

  

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:05/05/2025

  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 National Direct Floors come to my home and quoted me new floors. I agreed on a price and gave them a check for $765.00 for a down payment. I was told I could cancel before midnight April 21. I call them around 10AM on the 21 to cancel my order saying I could not afford the price. I was told that they would send it to accounting. Waited 2 weeks and called asking about the money and was told that they needed it canceled in writing. I said Ok what address should I sent it and was told me it was to late that it need to be post marked by April 21.

  Business Response

  Date: 05/19/2025

  National Floors Direct cannot provide Mr. ********** 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 contacted the company after the expiration of the cancellation period to request that the order be canceled. 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:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased hardwood flooring from NFD, which was installed on 5 Mar 2025. Subsequently, I received an email offer (attached) promising giftcards for posting positive reviews on various websites and a $125 "bonus giftcard" for making all the requested reviews. Made the requested reviews on all websites on 10 Mar 2025, and received giftcards for the individual reviews, but did not receive the promised bonus giftcard, even though reviews were made on all the websites. Have attempted to contact the survey department numerous times and have left detailed voicemails. The only returned call ever received requested a screen shot of the ******* List posting, which I subsequently provided via email. Have not received any additional response from the company and have not received the bonus giftcard. Company is unresponsive to either phone calls or emails.

  Customer Answer

  Date: 05/15/2025

  I received a voicemail on 8 May from the ***************** saying that all requirements for the bonus giftcard had been met, and that I should expect to receive the card in ***** hours.

  One week later, I have still not received the giftcard despite sending two follow-up emails to the Survey Department.

  Business Response

  Date: 05/19/2025

  National Floors Direct has connected with Mr. ****** to address his concern.

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** Single

• Initial Complaint

  Date:05/01/2025

  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.

  The sales man told me one thing, but when the actual work was being done the workers told me they cant do it. So now I have an unfinished floor. In the mix of them doing the work they chipped my door. I am very unsatisfied, they havent responded to none of my emails or calls so we cant try to fix the problem. Where do I go from here

  Business Response

  Date: 05/07/2025

  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: 05/10/2025

  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 # ********. 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,

  ******

  I just wanted my floors done the way the salesman said!! I would not have done any business with him otherwise!! My doorway was damaged, unprofessional service!! Plz honor ur work as u claim!! 

   

  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: 05/20/2025

  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,

  ******

   

   

  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. 

  my floors are not finished. Im paying 4 unfinished floors!! Not fair!! What else can I do, who else can help me!!  

  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.
  

  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. 

  [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,

  ******

  My floors were damaged which I shared a photo/ my floors have 2 missing areas how u think ?? that looks 4 $55k!! Come do ur job. The sales man scammed me!!

   

• Initial Complaint

  Date:05/01/2025

  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.

  On February 4, 2025, we entered into a contract with National Floors Direct (NFD) to remove existing flooring and install new wood flooring in our dining area and hallways. At the initial meeting with the *** sales *** we described the history of the current floor and how it was rebuilt over a sagging floor 35 years ago. Our primary concern was whether such a floor was a candidate for wood flooring and requested for it to be examined BEFORE we make a commitment. The sales *** told us that *** could not send someone to evaluate the subfloor prior to the installation. He assured us that that prior examination was not necessary as the installers are experts and could look at the floor when they come to install the flooring. We signed the contract for $4600; it is paid in full. Subsequently, installers came, removed the carpet and about 5% of the underlying tiles. They stopped work and left when they saw a problem with a small portion of the floor. **** **************** is claiming that *** is NOT responsible for remediating the floor and we should hire an outside contractor. This is contrary to the Purchase Order (see NFD Flooring Purchase Order attachment). Therein, it indicates EXPLICITLY that there may be additional costs if subfloor p***arations were needed with costs to be assessed at the time of installation.NFD refuses to complete the removal of all the tiles or to evaluate what specific ***airs would be needed to make the installation of the flooring possible. This is despite that they had knowledge about the issues before generating a bid and starting the work. *** ***resentatives have been calling us incessantly to ask when we are getting an outside contractor and keep ***eating that they will NOT remove the tiles or give us a quote of what it would cost to remediate the floor as indicated in the contract.We paid National Floors Direct in good faith and they defaulted on their duty to provide agreed upon service, thus leaving our home in disarray.

  Customer Answer

  Date: 05/12/2025

  BBB would like to know if the Business has contacted you regarding the complaint
  We have not heard from the business that they were contacted by the BBB.
  For several weeks before we submitted the complaint, *** **************** would call almost daily, including weekends, and we would have the same conversation which was going nowhere.  What they proposed was for us to hire an outside contractor (Details on the original complaint.) We told them that if this couldnt be resolved, we would contact the BBB.  A few days after we submitted the complaint, a different person from the company contacted us so we described what we were requesting. He said he would investigate but did not mention being contacted by the BBB.
  In the Purchase Order of the Contract (see attached) there are 3 lines that were specific to our case:

  
  SUBFLOOR CONDITIONS COULD NOT BE ADEQUATELY ASSESSED.ADDITIONAL SUBFLOOR RELATED COSTS MAY APPLY.
   COSTS TO BE ASSESED AT THE TIME OF INSTALLATION.
  Rip up and removal of vinyl under carpet included 2 sheets of inch plywood included for areas of defective subfloor.

  
  During almost every such call during the last 3 weeks, we kept insisting (among other points) that NFD wrote explicitly, on the signed Purchase Order page, that the subfloor condition would be assessed as part of the installation.  They always replied firmly (but politely) that NFD  Upper Management will NOT allow that (but they would never let us speak to anyone in upper management).
  Note please: We are attaching the same NFD Flooring Purchase Order that  was attached to our original complaint to the BBB.

  
  

  Business Response

  Date: 05/13/2025

  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's installation space requires additional materials and installation labor beyond the scope of work for which she contracted National Floors Direct due to unforeseen circumstances surrounding the condition of the existing substrate. Photos attached herein. Provisions for such conditions, additional work requirements, the customer's obligation to pay, and the predetermined rates are expressly outlined in the agreement between the customer and the company.

  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: 05/19/2025

  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 represents our comments to NFDs latest message, specifically a rejection of the Unforeseen circumstances assertion and disputing the implication of pictures which are distorted as we shall explain.

    NFD mentions Unforeseen circumstances
  In conversation with National Floors Direct, when arranging the appointment with the sales associate, we informed *** that the central part of the floor was a wooden platform built above a sagging floor. We were told to speak to the sales associate when he comes to show samples.  We repeated the explanation of the floor situation to the sales associate who assured us not to be concerned since the floor would be assessed by the installers when they come to install the flooring. Therefore, finding the place where the platform met the original floor in the hallway was not an unforeseen circumstance.
  Photos of the floor
  This is the first time we saw the pictures of the floor taken by the installers (see attachment to your previous message).  One picture, (image4 (2)(1).zip), was taken at floor level. It gives a grossly distorted view of the dining area of the floor, making it appear to have extensive problems. The other picture, (imageO (21).zip), reveals that the problematic area is only a small part of the floor.  The installer was standing on a square of wood that had been covering the plaster, which should not have been removed, since it was not part of the floor tiles.
  We are attaching a current picture of that area of the floor. This portion of the floor is approximately 4 tiles by 2 tiles, in the hallway leading to the dining area.
  According to the customized Purchase Order page of the contract, pertaining to if subfloor needs remediation: ADDITIONAL SUBLOOR RELATED COSTS MAY APPLY.. COSTS TO BE ASSESSED AT TIME OF INSTALLATION.
  We request that National Floor direct fulfill its obligations according to the customized Purchase Order page contract,which the sales associate EXPLICITLY inserted therein.
  ****** & Roisalyn *******

   

   

  Business Response

  Date: 05/27/2025

  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's installation space requires additional materials and installation labor beyond the scope of work for which she contracted National Floors Direct due to unforeseen circumstances surrounding the condition of the existing substrate. Photos attached herein. Provisions for such conditions, additional work requirements, the customer's obligation to pay, and the predetermined rates are expressly outlined in the agreement between the customer and the company.

  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: 05/29/2025

  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. 

  We are very disappointed that apparently *** this week did not address our points that were in our last weeks submission (and neither to some points in previous submissions). Essentially, they provided almost the same response as two weeks ago.
  We respectfully request that *** review CAREFULLY ALL our previous submissions and OUR attachments thereof before responding to this submission.
  In particular:
                  We documented very carefully why there were no Unforeseen Circumstances (occurring on March 31, 2025 when their subcontractors walked off the job after 10 minutes).  This documentation ENDED with a direct quote from the Customized Purchase Order (PO) Page (inserted therein by the *** salesperson) which we attached.
                  So far,the only work that has been done is removing the carpeting and about 5% of the tiles. Our request is for *** to comply with the contract as written on the Customized PO page and remove the remaining tiles so that ***s installer can assess the cost of remediating the subfloor as indicated on the customized PO page of the contract. As a LAST RESORT, *** should return our payments (minus the cost of removing the carpet) and remove their materials from the premises so we can have the work done by another company.
  Thank you very much.
  ****** & ******* *******
  
  
  

   

   

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been trying to get National Floors Direct to reschedule the installation of my kitchen flooring but no one will confirm that I can do that. I agreed to purchase flooring to be installed on 5/2/25 but two weeks ago my home was damaged in a flood. I have an insurance claim and the adjuster told me that my home will not be able to have new flooring installed on 5/2 but I should reschedule the installation so that damage can be repaired before the floor gets installed. I've been emailing and calling National Floors and they say they will email me a document agreeing to reschedule but it has never arrived. See the emails on the attached. Thank you very much for your help!!!!

  Business Response

  Date: 05/07/2025

   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: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ***

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising 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 Saturday 4/19 and Monday 4/21/25, we had National Floors Direct install luxury vinyl plank flooring in the home we had just purchased. We had all our belongings sitting in two moving trucks which we did not unload to allow the flooring company easier access to the floors. The floors did not come out as promised by our salesman, *******. We did not end up with clean lines in the molding, and a lot of the boards are bubbling and scratched, even though they were indestructible according to *******. There are also many gaps in the flooring. I called and sent pictures and was told I had to wait until 5/01 even though they offer next day installation. The associate I spoke to said the workers stated there was construction going on in the house even though we halted everything for two days so that the floors could be installed properly. I read several complaints on line right after our installation. Many customers had the same problem we did in the month of April. Most of the reviews other than that seemed positive. Maybe it was an off month for them, but the floors arent right and the molding is janky. We would really like the problems corrected with more professional installers at the very least. Hopefully you can help us rectify the problems as the company seems to care less. Thank you in advance for any help you can give.

  Business Response

  Date: 04/28/2025

  National Floors Direct is scheduled to visit this customer's installation jobsite on 05/01/2025, to address their concerns in a manner consistent with the language in the company's written Installation Warranty.

  Customer Answer

  Date: 04/28/2025

  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,

  ******

   

   

  Business Response

  Date: 05/19/2025

  National Floors Direct cannot offer Mr. ********* 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 has initiated an installation warranty service for the customer and is providing additional flooring materials and installation labor at no charge to address all installation-related issues. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 05/20/2025

  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 ******************************* has done nothing but give us a hard time. If someone were to review unmonitored comments on any social media platform they would see that there are very few satisfied customers when in comes to NFD. All the complaints are the same so its just not one person being difficult. It is an entire company ripping people off. The inspector who came back to our house to inspect the floors told us the molding looked ugly and that the floors were not installed properly otherwise there would not be lift **** chips or gaps which we have all over the house. Its sad that they dont value their customers or value the fact that they are stealing hard earned money in a time when we are all struggling to keep our heads above water. ** are scheduled for a new repair order again on Friday, May 23. ** are hoping the same inspector comes back as he was knowledgeable and seemed to care about how the work he does speaks volumes about his worth ethic. You should care about the job you do. So far we havent found anyone at ***, besides one customer service rep. ** will update ******************** after the next repair is done. ** have asked several times for a copy of the order our salesman, *******, put in but havent received any reply from him or anyone else about the paperwork he submitted. The minute the check was handed over, the entire company stopped caring. Someone should really be investigating them, and if we arent satisfied after Friday, we will be reaching out to the local news agencies to see what they can do to stop this from happening to other people because it seems as far as the reviews go, its happening to about 80-85% of their customers which just isnt fair. 

  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 offer Mr. ********* 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 has initiated an installation warranty service for the customer and is providing additional flooring materials and installation labor at no charge to address all installation-related issues. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  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. 

  [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.]

  This has been the worst experience we have ever had with a renovation. The floors we were sold are garbage. We were told it was scratch proof and that we could take a knife to it, but the slightest thing scratches it up. I contacted ******, the manufacturer, and they can care less which is probably why the installers can care less as well. I hope people get to read our negative reviews somewhere because the one we posted on National Floors Directs website was removed as where a lot of negative reviews on their site. We stopped contacting them and will try and figure out a way to resolve the issues ourselves. This is the most money we have ever spent, and considering I am disabled, it was money we couldnt afford to throw away. Very sad that people have no work ethic any more. We also would love to provide the paper with the salesman's endless promises to us, but we werent provided with a copy when he left. Next time well be smart enough to ask to take a picture of what the person writes down. Thank you for your time.

  
  
  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:04/18/2025

  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 advertised a 60% off sale. There was no sale. The original quote was 3x higher than it should be too. After haggling, we chose a wood grain luxury vinyl. What they brought to my house looked like it was splattered with oil. I did not want this floor installed because it's not what I picked. **************** on the phone was yelling, and threatening a lawsuit for breach of contract if I didn't have the spotted floor installed. They then instructed the contractors to pack up all the flooring and leave with my money, leaving me with a subfloor and no resolution. They also instructed their installer to leave with the full amount for the job, or else they would deduct it from his pay. The customer service *** told me they would inspect the boards themselves. If someone in their warehouse deemed the spotted pattern was good enough for me, then that would be the decision. Then I would have to accept the floor and pay a fee for a new install date in 2 weeks, or be sued by the company for ****** of contract. Leaving me with a sub floor for 2 weeks. I got very upset with the person on the phone who continued to threaten me with a lawsuit and no solution. There were plenty of regular boards in the boxes so they didn't have to use any of the spotted ones. But they we're refusing to let the contractor open all of the boxes so they could save money and stick me with the spotted floor. This went back and forth for another two hours, and finally they agreed to put the spotted boards aside and install the floor. However, the contractor didn't listen and kept putting spotted boards in. At this point, he just wanted to rush the job and go home. Now I have a floor of different patterns that looks like it's dirty all the time. I was called back a few hours later by somebody more reasonable, and he gave me an email for corporate and told me to request a partial refund for the spotted boards. 3 weeks and a follow up they haven't acknowledged the email.

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

  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,

  *********

   

   

• Initial Complaint

  Date:04/15/2025

  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.

  On 4/7/2025, I scheduled an in-home quote after seeing a commercial advertising carpeting for 3 rooms at $1,088. The sales ***resentative, **** ****, arrived on 4/8 and informed me the advertised pricing applied only to select products. Despite my concerns over the misleading ad, he measured 1 bedroom, 1 office, and 1 staircase, and quoted $1,525. I expressed intent to continue collecting quotes but was told the price was only valid while he was present. I ***eatedly asked about the cancellation policy and was assured I had until midnight, three days post-contract, to cancel for a full refund. I paid a 50% deposit ($762) based on that assurance and installation was scheduled for 4/25/2025. On 4/11 at 8:12 AM, I called to cancel but was informed I had signed a cancellation waiver- a claim I refuted, as this was my primary concern during the sale. A review revealed the referenced document was neither written nor signed by me. The sales *** acknowledged the error and escalated the issue to management. Despite two follow-ups with management, they have refused to resolve the matter or refund my deposit. I am requesting a full refund due to deceptive and unethical sales practices.

  Business Response

  Date: 04/28/2025

  National Floors Direct has already processed this cancelaltion request. The customer's deposit will be refunded in a timely manner consistent with the langauge in the written agreement between the customer and the company.

• Initial Complaint

  Date:04/14/2025

  Type:Order 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 4/4/25, I entered into a contract with National Floors Direct for the installation of hardwood floor in my home. The agreed-upon price was $8,500, with payment in full required to secure an installation date of 4/15/25. Given the urgencymy family and I have been living on an exposed subfloorI paid the full amount as stipulated.The project was divided in 2 phases: Phase 1 involved leveling the subfloor, completed as scheduled on 4/11/25. Phase 2, the actual floor installation, was set for 4/15/25. While the company confirmed the first phase and communicated clearly, no confirmation was provided for the phase2. Today, 4/14/25, I called to confirm the installation date, only to be told by the *** that nothing was scheduled, and no records of my appointment. After investigating, she said the materials needed for my project were not available and offered no timeline for arrival. When I escalated the matter to a manager, I was informed that the earliest possible installation date would now be 4/23/25a full week after the original date. No attempt was made to accommodate my situation, and the manager dismissed my concerns outright. He refused to transfer me to a senior manager, claiming he was the highest authority available, and abruptly ended the call. Their handling of this situation demonstrates appalling customer service. Not only did they fail to honor their contractual obligations, but their lack of communication and disregard for my consumer rights is deeply concerning. Had I not reached out, it is evident they wouldn't have informed me of the delay. Furthermore, the absence of accountability or recourse within the company leaves me feeling unheard and powerless as a customer.I demand immediate resolutioneither the expedited installation of my flooring by the original date, compensation for the inconvenience, or both. They must be held accountable for its unacceptable practices, and I urge the Better Business Bureau to investigate this matter thoroughly.

  Business Response

  Date: 04/28/2025

  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: 05/06/2025

  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 # ********.
  

  Their response to my complaint did not correlate. My grievance was the fact that we entered into a contract for them to install my hardwood on a certain date and then they called and rudely told me that the installation date was shifted to an unknown date because of material. I had to now talk to another person and they said at least a week. Their response and the way they handled the entire matter was disheartening especially after I was forced to pay 100% upfront. Furthermore, I had to pay out of my pocket to level the floor even though the sales *** so the condition of the floor. And their excuse was the *** wasnt a technician. Anyways I will make sure to leave a feedback on every platform I can find about their customer services, relationships, and their bullying. 

  [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: 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.
  

• Initial Complaint

  Date:04/07/2025

  Type:Order 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 entered into a contract with National Floors Direct on August 31, ****************************** my daughters house. The purchase was financed by **************, who is also at fault in this action as they made payment the day after the installation. Isnt there some kind of law that allows some time to file a complaint about dissatisfaction?Ive uploaded a summary of the entire transaction including pictures and the two disputes I filed with the bank to stop/reverse payment, which were denied by the bank.

  Customer Answer

  Date: 04/21/2025

  I have not heard from the business in response to my complaint.

  i spoke with the business right after the installation and filed a claim. *** denied the claim and stated that ************** (the financing company) had already paid them!! I then filed a claim with **************. Which was also denied. 

   

  Business Response

  Date: 04/28/2025

  National Floors Direct cannot offer Ms. ***** free 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.  

  Customer Answer

  Date: 04/30/2025

  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,

  *****