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.

close

Find a Location

National Floors Direct, Inc. has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct, Inc.

  1582 Hart St Rahway, NJ 07065

  
• 

  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

• 

  National Floors Direct, Inc.

  4305 Pinnacle Point Dr Ste 302 Dallas, TX 75211-1412

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:03/05/2025

  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.

  My wife and i scheduled a free kitchen floor installation estimate. The ***resentative showed up. We went over the material. We did select the floor material we liked. We haggled on the price, but we wanted to get other estimates. The ***resentitive indicated that with a deposit he could hold the priced we agreed on. So we gave him $300.We subsequently called back agreeing on the terms we previously agreed to. The person on the phone said that i would have to pay, an additional $1100 before they could order the parts and schedule a service appointment. Now this was completely different from what the home *** said to us. What he said was that the $300 was all i needed to hold the price and that i could pay the remaining balance at the day of *************** i called and requested my deposit back. I was told that it was forfieted because the time had elasped. So i asked was that in the contract, he said yes. So I informed him that I would check the contract. I go to read it, it had expired. I was unable to read the contract.The home ***resentitive said that i would definately get my money back if i decided not to choose their company.

  Business Response

  Date: 03/11/2025

  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:03/04/2025

  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.

  Based on what the sales ***resentative and contract I signed said, I made the decision to move forward with new flooring in my kitchen. Because what the sales *** and contract said did not happen there is an issue that National Floors Direct does not have a fix for. This could require me to spend thousands of more dollars to fix what was supposed to be done according to the contract. Money that I would not have to spend if I hadnt been lied to by the sales ***resentative and the contract was followed. Because of the lies, misinformation, horrendous customer service, refusal/inability to answer questions, and an insulting credit of $50 (the other option was again to spend thousands of more dollars) I cannot recommend this company to anyone. I would not have made this purchase if it was not for the lies and misinformation I was told by the sales ***.

  Business Response

  Date: 03/11/2025

  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.

• Initial Complaint

  Date:03/02/2025

  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.

  We had laminate flooring installed on 6/14/24. Since then, planks are lifting and seams are no longer smooth in some areas. There is also a gap in our living room between planks about 1/4" thick that is very noticeable. When I called and asked about the issues, I was told by National Floors Direct that the warranty has expired and there was nothing they can do.We are disappointed that such a major home renovation would not be warranted for a longer period of time. We would like to have the issues addressed and either repaired, or compensated for the imperfections that have appeared not even a year after installation.

  Business Response

  Date: 03/11/2025

  National Floors Direct cannot offer Mr. ***** 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: 03/11/2025

  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,

  *******

   

   

• Initial Complaint

  Date:02/27/2025

  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.

  Hi, i've reached out to this business numerous times to resolve the matter or refund my money back. They had children answering the phone and facilitating the installation. I have not received. Put my money back from both orders or an explanation. A written explanation as requested why. I am owed housands of dollars. And to date I have not heard back from management. I even called today and I left my name in number and I haven't heard back from anyone.

  Customer Answer

  Date: 03/10/2025

  I have not heard from the business in response to my complaint. They are new level criminals they have taken thousands of dollars and not have provided the flooring. Then after they take your order they want to add thousands of dollars to the original order.

  Business Response

  Date: 03/11/2025

  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 since expired. This customer's order is several YEARS old.

  The customer contacted the company years after the expiration of the cancellation period to request that the order be canceled. 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.

• Initial Complaint

  Date:02/26/2025

  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.

  Booked on ******** appointment for January 17, 2025 with National Floors Direct. Ad stated 15% less than competitor estimate or free, $250.00 discount for booking online. *** ********, the salesman came on the 17th. He gave me a quote of $6800.00. The competitor estimate was $6870.09 which included removing and reinstalling the two toilets. I realized the quote from *** was not per the advertisement but I really needed to get my floor installed so I agreed knowing I would have to pay for the toilets. I gave *** a $2000.00 check. The original delivery & install date was February 10, 2025. I changed it to February 25, 2025 as I had some issues with sub floor and bathroom cabinets not done. Delivery arrived February 25th and the flooring color was not what I had ordered. Pictures attached. Spoke with ****** ***** ************ ex 5 several times. I was first told I would have to pay 30% restock fee of $2700.00. I was then told to pay $800.00 in order to have *** come back and pick another color. ****** said to send the men back. I was coerced into signing a document to pay the $800.00 and I could not apply it to my credit card set up by National. I had to pay *** by check. *** came the 25th and agreed color was incorrect. I sent pictures to ***********************. I did not pay $800.00. A man called at 5:22pm, phone ************ & attempted to scare, intimidate me. He said I had to accept the flooring as the "color is the color" and pay $2700, $800, and $4800. I said there is a mistake in the color; he disagreed. I said have a nice day and hung up. National breached the contract by not providing the product I ordered. I did not cancel the contract. National called me six times today and I did not answer. I feel there is deceptive advertising, predatory sales practice on a senior citizen. I did a dispute with ************** for $4800.00. I need to have a refund of my $2000.00 deposit and not do business with this shady company. ****** them, very bad.

  Business Response

  Date: 03/05/2025

  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. 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. 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: 03/08/2025

  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,

  Sue

  Dear Better Business Bureau:
  I am submitting the pictures of my kitchen and living room of what the flooring color should be.  The picture of the flooring by itself is what was delivered and is not the color I selected.  I selected the color, the "exact **** flooring products" statement made by National Floors Direct means nothing to me.  I purchased a color.  I had to write a statement when the salesman, *** ******** was here on January 17, 2025, which he provided the template, stating I would forgo the 3 day cancellation period.   ************ acted in bad faith and is attempting to make me take the incorrect color flooring.  A mistake has been made but not by me.  I only signed the document, I did not complete the order form.  It feels like a bait and switch game on an elderly woman, me. This feels like a shake down for more money.  The salesman agreed upon his return the color was incorrect.  The manager that called me on February 25, 2025, at 5:22pm attempted to scare, intimidate and threaten me by saying I would pay a 30% $2700.00 restock fee which is crazy; the $800.00 document I signed that the salesman was supposed to collect upon his return by check could not be added to my credit card, and the $4800.00 credit card balance.  This is not a reputable company.  They use deception on the elderly.  I need my $2000.00 deposit refunded and my credit card balance brought to zero.  I have filed the dispute with my credit card company.  I need to be done with this company.  All I wanted was the color flooring I selected. I submit page 2 of the work order which states I waived the 3 day cancellation per the statement I had to write and sign stated above.  I submit pages ***** of the work order for cancellation and as you can see the pages are dated January 16, 2025.  The salesman did not come to my home until January 17, 2025, which makes the work order invalid and void.  They did not use my legal name on the work order or other documents.
  
  Regards,
  Sue
  
  
  

   

  Business Response

  Date: 03/25/2025

  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. 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. 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: 04/02/2025

  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,

  Sue

   

   

  Business Response

  Date: 04/09/2025

  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. 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. 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: 04/09/2025

  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,

  Sue

  Dear Better Business Bureau:

  I have added 2 documents for your review.  The contract document pages ***** states I must cancel by January 16, 2025.  The salesman did not come to my home until January 17, 2025.  The document page 2 states installation may begin on January 16,2025.  Again, I did not meet the salesman until January 17,2025.  The contract is null and void.  Please help me to receive a refund of the $2000.00 I gave as a deposit.  National Floors Direct did not act in good faith and delivered a product color I did not select per the pictures I previously sent to you.  The virtual pictures of my kitchen and living room which the salesman provided to me show the color I selected.  The picture of the flooring boards delivered shows the color is not correct.  Thank you in advance for your attention concerning this matter.

  Regards,

  ***** *********
  

   

  Business Response

  Date: 04/27/2025

  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. 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. 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: 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,

  Sue

   

  Dear Better Business Bureau:

  National Floors Direct delivered a color I did not select.  The flooring picture is what was delivered. The 2 pictures of my living room and kitchen were what the color should have looked like.  National Floors Direct acted in bad faith and the contract pages I have submitted show the dates are incorrect as the salesman did not come to my home until January 17, 2025.  Contact shows January 16, 2025.  Therefore the contract is null and void.  I will contact the news media if National Floors Direct does not refund my $2000.00.  Thank you in advance for your attention concerning this matter.

  Regards,

  ***** *********
  

• Initial Complaint

  Date:02/24/2025

  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 17th 2024 National Floors Direct sent a sales *** by the initals of ** to my home. Besides being very un profetional in many aspects of his presence while in my house that is not my main complaint, they mislead me to belive a credit pull would be soft. Instead my credit was dinged and now I want someone to fix this. I souldnt need to fix something that was caused by a lie. I had the money in my account for the floor if I wanted to have them installed then and there. I just wanted to see if I would possibly qualify for a loan so I asked twice "is this a soft or a hard pull"? to which the responce was "its a soft pull" and then he said "ok so I can run your credit" and I said in a very direct and ***** voice "only if it is a soft pull I do not want a hard inquary on my credit ***ort". He again said it was a soft pull and I said "ok than only if it is a soft pull". As soon as it was run my credit ***orting apps lit up my phone and I knew I had been lied to. I have an interior camera im my living room for security purposes so If I need to I can look and see if it goes back to the day in question and look at it for hard evidence or National Floors Direct fixes my credit ***ort by spending their resources and time by calling synchrony bank, they also send me an appology letter from both my sales *** ** and upper management (not a supivisor or manager of a store but leadership CFO, COO, CEO ect), a real letter with a signature in ink not one of those fake ones and the dicipline they plan on pursuing with **. Lying and munipulating persons to sell a floor is in my eyes theft. Not an unresonable request. Personally I want ** fired but that isnt my call and it probably wont happen.

  Business Response

  Date: 03/05/2025

  National Floors Direct is not a credit bureau - if this person applied for credit to purchase flooring, that is a transaction that exists independently of our company. We do not have any order or relationship with this person other than having provided a free, in-home estimate. Please close this complaint.

  Customer Answer

  Date: 03/05/2025

  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 # ********. 
  

  Response: National Floors Direct is directly responsible for my credit being run and an account being opened against my wishes. I have evidence of the wrong doing since National Floors Direct wont accept responsibility. If there is further correspondence regarding this I will attach the video from my security system showing the interaction between myself and the sales person showing I directly said No to a hard credit pull. Im asking for an effort to right a wrong and an apology. 

  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: 03/25/2025

  National Floors Direct is not a credit bureau - if this person applied for credit to purchase flooring, that is a transaction that exists independently of our company. We do not have any order or relationship with this person other than having provided a free, in-home estimate. Please close this complaint.
  

  Customer Answer

  Date: 03/25/2025

  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 business just copied and pasted the last response. Thats not an answer. I can do this again and again. I will do this again and again until I get a honest apology and corrective action. There is a reason the *** has received complaints and lawsuits against ***. This is a prime example of why they have legal issues. 
  

  Disrespecting customers, deceiving customers, and submitting credit report runs against their customers wishes is illegal. I want effort to correct this and an apology.  I have no problem not meeting in the middle if *** wont make any effort either. I am sure that I can add to my complaint online if NFD continues to just copy and paste previous responses. 
  
  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:02/19/2025

  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.

  We moved into our new place in June, and had them install a new living room carpet. The salesman said this particular carpet was great for dogs, he was wrong. On installation day thier installers said the salesman promises things he shouldn't like moving furniture. We moved 95 percent of the furniture, they only had to deal with one couch. Halfway threw the install they tell us they need to do a few seems. We were NOT told this by the salesman. We had no choice since they already tore out our old carpet( we would have re evaluated the situation otherwise) they install the carpet and it did look good at first but now less than 8 months later this seem is HORRIBLE. We call and say yes we have a warrenty..I upload the video for them than I get a call back telling us we are out of installation warrenty? Are you kidding me? We trusted thier name brand and now we are screwed. This carpet looks so bad that we will have to hire a reputable company to do what they should have done to begin with. I don't know how a place like this stays in business! We feel like we were scammed with a inferior product. We want this carpet repaired or replaced at thier cost!

  Business Response

  Date: 02/28/2025

  National Floors Direct cannot offer Mr. ******** 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: 02/28/2025

  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,

  I truly do not know how national floors direct stays in business with such poor quality work. Less than 8 months and this carpet is absolutely garbage. Congratulations on stealing from a hard working family that trusted a supposedly reputable company.  Enjoy my money, I guess I will have to pay a real company to provide the services I should have gotten with national floors direct. I will make it a mission to post this absolutely robbery to every social media, friends, family etc. Maybe even news media 7 on your side should hear about this. It is criminal on what this company is getting away with. I would have definitely went somewhere else if I knew I was just renting a carpet. Thanks.

   

  Business Response

  Date: 03/11/2025

  National Floors Direct cannot offer Mr. ******** 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: 03/11/2025

  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,

  ****

  Like I said i already accepted that they stole my hard earned money, I'm satisfied to learn my experience cost them two different jobs of consideration for them. The 1k they stole from me already cost them THOUSANDS more wich is at least some personal gratification.  PLUS I now know not to use these crooks for the rest of our house. I will continue to share my experiences with this company with anyone and everyone through word of mouth, social media and our community news letter although after reading HUNDREDS IF NOT THOUSANDS of reviews on this sham company I assume they don't care. I have no idea how a business like this continues to operate. At least I saved two other households from these people that I know about.  Enjoy my money thieves! 

   

• Initial Complaint

  Date:02/18/2025

  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.

  In December a salesman from national floors direct showed me samples of flooring and explained their work had a lifetime warranty. They were quick to show they had an A+ rating with BBB, He said if I signed then and there I would only owe a $2k deposit on the 13k job so I wrote a check. He then asked me to signal waver on the 3 day legal because it was a rush job. I explained I was in no rush and refused to do this so he wanted more of a deposit. I backed out all together and he called his boss and got ok to go forward with the 2k deposit. On 1/5 they showed up and demanded a cashiers check for balance before they even started. I had spend days moving everything to prepare so against better judgement gave them 11k. They backed trailer in my driveway blocking sidewalk so I put cones up on either side of trailer for the 2 days was here which they ended up taking. They started chipping up tile with no protection for themselves, my furniture the walls. I made them put on glasses and offered masks. I witnessed the sliding furniture into other furniture and walls and cabinets making many dents, scratches. The salesman had said the job would take 3 days. The only guy who spoke limited English said they would finish in 1 day. They were in such a rush they made many errors. They were suppose to remove quarter round in ******* room but put back. Salesman had told me to not put down because it looked cheap so not sure why they did. At least every 5th staple on the baseboard stuck out. They used damaged pieces when not necessary and cut improperly in other areas. At front door it dips down where no underlayment was put. I can feel dips in different areas on the floor when I walk in bare feet. The job ran in to second day and could tell they were very rushed to finish. When leaving I tried to point out areas not caulked or finished right. They said out of caulk so I gave them some. The underlayment looks really cheap and they struggled laying down.

  Business Response

  Date: 02/28/2025

  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: 03/05/2025

  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 main concern is that National Floors Direct, Inc. be exposed for the misleading, unethical and complete disregard of customer property which they get away with because they insist on taking all money up front.  The customer has no recourse whatsoever when items are stolen, property is damaged and many mistakes made in the installation process.  It will cost me thousands to rectify this problem and replace stolen and damaged property but if nothing else need to make other potential buyers beware.  The faded form given up on completion mentioning only 90 days warranty on the install is so incredibly misleading as well. I reintegrate, what good is a lifetime warranty on the product if it doesn't stay put?  I can't understand how they have a A+ rating with BBB.  I can only guess most people wouldn't have the time or patience to go through this process.  

  
  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: 03/25/2025

  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: 03/25/2025

  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: 04/07/2025

  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 reached out to them numerous times and sent many emails and not once did anyone come to the house or even give me a call to try and resolve these issues.  Twice they sent the exact same response that seems like a cut and paste

   

   

  Business Response

  Date: 04/18/2025

  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: 04/22/2025

  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,

  ******

   

   

• Initial Complaint

  Date:02/11/2025

  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.

  We purchased carpet. Sales came and measured. Installer says measurements were not right and needs more carpet. Went back to the warehouse and was not given enough carpet. Now he is piecing it together. there are seams everywhere. This is unacceptable.

  Business Response

  Date: 02/21/2025

  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: 02/21/2025

  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. 

  Industry standards do not condone multiple seams when the total amount of carpet is shorted and the installer was forced to PIECE it together.  There should have been one seam not multiple seams in a traffic area.  Additionally, there is a depression in the carpet and when pushed on, you can feel a nail.  This is a hazard to anyone walking on the carpet in that area.  
  
  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: 03/05/2025

  Unfortunately, the customer's interpretation is incorrect. As expressly stated in the Installation Terms & Condiations section of the written agreement between the csutomer and National Floors Direct, "Carpet Installations: SEAMS CANNOT BE INVISIBLE. Floor-covering requires seams in areas that are wider or longer than widths in which it is manufactured. Seam placement shall be at the discretion of the installer unless otherwise specified in writing. Seam visibility will vary with carpet style, padding thickness, room lighting, and other existing conditions within the installation space. VISIBLE SEAMS ARE COMMON WITH BERBER CARPET."  

  The company delivered an adequate amount of carpet to cover the installation space and did indeed install the work as contracted. 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: 03/10/2025

  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. 

  We were prepared for at least one seam based on the room size exceeding the width of the carpet.  However, there are 6 seams in one room.  This was based on the fact that the installer did not receive the right amount of carpet and was forced to piece it together.  This is not acceptable.    
  
  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:02/10/2025

  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 January 5th I had an appointment with **** ******-**** to see if his company, National Flooring Direct ha. Product and competitive price for new flooring in my condo. He took measurements for square foot page so he could provide a price. It was 550 sq ft. He said the price would be approx $8300. I said no thank you as I had a bid from a a local vendor. He went back and forth with price. He asked what he had to beat to earn my business. He made some phone calls back and forth and said he could match it at $4700. I needed to put down $1500. I said no and we were done. He asked what would be acceptable down payment and I responded $750.He made some phone calls and agreed. I was still not comfortable with his pricing or tactics. He said he was going to get samples from the truck. Im very nervous because Im all alone. He brought samples.mi asked what mil the planks are. He said 6 miilimeters then switched his answer to 30 mil. Each sample I picked was not available for 2 weeks so there could be no install the next day as they advertised. When I asked about the sound proof rating he saidd it would pass the 62 need for my strict hoa. He showed me a contract briefly and had me write something in a notebook and sign. I handed him 8 $100 bills. I later learned he only reported $700. My hoa told me their planks require another underlay. When I called the service manager he said thats another $1800. When I told him my mom just passed away and I just needed to end our relationship and get a refund of my deposit as I was returning to Ny for a funeral and handle the estate he said no and if I broke the contract it would cost me $2300. Ive since called 3 times with no resolution or negotiated settlement. I cant afford this at all. They lied cheated and steal. Even the credit application was fraudulent. Ive tried to be civil but they arent willing to work with me. Please help!

  Business Response

  Date: 02/21/2025

  National Floors Direct has offered free services to this customer associated with the unanticipated increase in cost due to the requirements of her HOA. The company sent a formal agreement to the customer to accept these services several days ago by ******** email but the customer has not signed the agreement. The company remains ready, willing, and able to complete the installation to the ********* stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 02/21/2025

  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,

  ******

  This is not acceptable. I will not do business with this company nor will I be charged $2300 as a penalty fee for not doing business with this company they stole $100 from me for the sales person. They are cheating me they are dishonest. They have a bad reputation and they keep trying to get money out of me. I simply want to be done with national Floors direct. I don't want them to do any work on my floors when I read the reviews they're not positive. I don't want them calling me. I don't want them coming to my House.. I don't want them sending any samples I don't want them to have any contact with me give me my $800 deposit back that includes the hundred dollars that was stolen by the sales person. I'm not in ******** the rest of this year my mother died, and I have things to settle after the funeral was over. Her estate needs to be settled. Her houses need to be sold. I can't deal with the shenanigans of this company, their liars cheaters and they steal, and they don't read their obligations that they said they would meet in the very beginning. Their products does not meet my HOA standards and I'm not going to deal with them anymore so give me my deposit back and don't charge me that absorbent $2300 penalty fee that you were gonna charge me don't show up at my residence!

   

  Business Response

  Date: 03/05/2025

  National Floors Direct has offered free services to this customer associated with the unanticipated increase in cost due to the requirements of her HOA. The company sent a formal agreement to the customer to accept these services several days ago by ******** email but the customer has not signed the agreement. The company remains ready, willing, and able to complete the installation to the ********* stated terms of the written agreement between the company and the customer.
  
  
  

  Customer Answer

  Date: 03/17/2025

  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,

  ******