Complaints

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

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• 

  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct, 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: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.

  NFD installed floors in my home for an agreed upon price of ******* in December of 2024. 2 months late. About 10 days after the floors were installed the floors started to buckle. I contacted National Floors Direct and they requested another 200 dollars to have someone come out and fix them. They didn't fix them, they said I needed to pay another 500 dollars to fix the floors. I paid that 500 on January 21st 2025. Again they said someone would come out to fix them. They send a sub contractor out from ****************. The sub contractor on 2/10/2025 said the floors had manufacturer defects. This person was supposed to come out on 2/8/2024. I waited all day for them, and they never showed up. *** didn't even send enough material to fix it if they would be able to repair. Again *** called and said another subcontractor would come out on 2/13/2025. I have paid an additional 700 dollars to have the shoddy job they completed repaired and 2 months later it is still not completed. And they could not fix them.

  Customer Answer

  Date: 02/21/2025

  The business refuses to honor their original contract and repair the damage to the floor. National Floors Direct charged me an extra 700 dollars to fix the defective flooring. I contacted the floor manufacturer ******. The manufacturer advised me that only *** can initiate a warranty claim with the manufacturer. *** refuses to honor their commitment to customer service.

  Business Response

  Date: 02/21/2025

  National Floors Direct cannot offer Mr. ******* any refund or replacement at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. An installation service was completed at this customer's home on 02/14/2025. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer as outlined in their written agreement with National Floors Direct.

  Customer Answer

  Date: 02/24/2025

  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. 

  National Floors Direct portends to honor their warranty contract however they have not fixed the defects and no place in their contract due it outlined additional fees to complete warranty work. *** charged me an additional fee of ****** and did not fix the floors. Two separate contractors advised that the floors were defective. *** will not file a claim with the manufacturer.
  
  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: 03/11/2025

  National Floors Direct cannot offer Mr. ******* any refund or replacement at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. An installation service was completed at this customer's home on 02/14/2025. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer as outlined in their written agreement with National Floors Direct.
  

  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.
  
  
   I can not accept the response , because NFD charged me an extra $700.00 above and beyond the original price to fix their installation of defective flooring. It was fixed again on 3/10/2025 with the same defective flooring. The floor is doing it again.
  
  Regards,
  ******** Hackley 
  
  
  
  Regards,

  ********

   

   

  Business Response

  Date: 03/25/2025

  National Floors Direct cannot offer Mr. ******* any refund or replacement at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. An installation service was completed at this customer's home on 02/14/2025. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer as outlined in their written agreement with National Floors Direct.
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  We had National Floors Diect come to our home to Install a laminate flooring. 5 minutes after arriving, the installers were removing Furniture from the area that the new floor was to be installed. Installers crashed furniture into a wall unit crashing it to the ground along with all its items in the unit. Additionally the wall was dented and scratched. When we reached out to this company they responded back that there is nothing they can do. Coming into our private residence and destroying property and responding back its not their problem is absolutely wrong and this company should be held accountable

  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. Regarding furniture, the expectation is expressly outined in the written agreement between the customer and **********************, "ANY FURNITURE MOVED BY *** IS AT THE CUSTOMERS SOLE RISK. *** IS NOT RESPONSIBLE FOR ANY DAMAGES INCURRED. *** CANNOT BE HELD RESPONSIBLE FOR UNINTENTIONAL DAMAGE TO (OR THE EXISTING CONDITION OF) ANY PERSONAL PROPERTY INCLUDING FURNITURE, APPLIANCES AND FIXTURES OF ANY KIND."

• Initial Complaint

  Date:01/30/2025

  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 6/25/24, I had an appt with National Floors Direct salesman (******* ******) for a floor job at my apartment in ** that I rent out. The salesman gave a price ($7950), but he said the price was only if I agreed to sign on the spot. The salesman pressured me to sign a contract and give him a $800 cash deposit. The salesman said I had time to have the floor installed as long as I kept in touch with the company and **************** finance company regarding my return to ******* (I live in ** full time) to set up an appt for installation (I kept in touch with both). The installation appt was scheduled for an approx 9/15/24 start date. I had a plane ticket to ******* booked. Unfortunately, I had an accident and broke my foot. I cancelled my flight and my installation appt. I called National Floors Direct and told them I will reschedule. I called to reschedule for November 2024 and they said to call them 5 days in advance for the installation date. I called 5 days in advance and their customer service and upper mgmt (****** **********) said they are not allowing me to go forward with the installation as planned. They said the offer was ineligible for the 0% interest from **************** and that if I wanted the job done I would have to pay in full a week before installation starts (but I spoke with ***** Fargo (supervisor *******) and they said payment will start when the job is done (approx one day). I told ****** that I do not have the full payment up front and asked if there is another way to have the job done with another bank (since they said ***** Fargo was not involved with National Floors Direct anymore). They told me they had another bank, but they would not let me apply for the 0% interest with the other bank. I tried to escalate this matter further through 3 emails and did not receive a reply. To date, NO work has been started and they kept my $800 cash deposit. I am retired and on a fixed income. This is an unprofessional practice for a nationally advertised company.

  Business Response

  Date: 02/04/2025

  National Floors Direct cannot provide ********** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. The customer contacted the company after the expiration of the cancellation period 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.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  The reply from National Floors Direct is a false statement. I NEVER cancelled the contract. National Floors Direct NEVER received verbal or written cancellation from me. National Floors Direct cancelled their contract with ****************. I still wanted to go forward with having the work done, but National Floors Direct refused the original terms (which are in writing) of 0% interest for 1 year (with ****************) and did not offer me any other resolution with the other bank that they have in place. National Floors Direct said the only way they will do the job is if I pay in full 1 week prior to installation (which I could not do). As I mentioned before, I am retired and on a fixed income and cannot afford to pay in full up front.

  I never cancelled the contract. I asked to go forward with the job with the other bank that National Floors Direct has in place. National Floors Direct refused to offer me the other bank. National Floors Direct created this problem. At this time, I do not trust National Floors Direct anymore and would like a full refund of my $800 cash deposit that they refused to give back.

  Regards,

  ********

   

   

  Business Response

  Date: 02/28/2025

  National Floors Direct cannot provide ********** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. The customer contacted the company after the expiration of the cancellation period 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.

  Customer Answer

  Date: 03/04/2025

  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 # ********.

  National Floors Direct sent the same exact reply twice (on 2/4/25 and 3/3/25). Did they even read my response? As stated in my previous response below (on 2/12/25)...I did NOT cancel or request to cancel the contract. Have National Floors Direct show proof of cancellation or request of cancellation from me...because there is none. I cannot go forward with having the work done by National Floors Direct because they cancelled their contract with ****************. At that time I still wanted to go forward with having the work done, but National Floors Direct refused the original terms (which are in writing AND advertised on television) of 0% interest for 1 year and did not offer me any other resolution with the other bank that they have in place. National Floors Direct said the only way they will do the job is if I pay in full (a balance of $7,100) 1 week prior to installation (which I could not do). I do not trust National Floors Direct anymore and would like a full refund of my $800 cash deposit because it is THEIR FAULT that they cancelled their contract with **************** and did not offer me any other resolution with the other bank that they have in place.

  ((MY PREVIOUS RESPONSE ON 2/12/25: The reply from National Floors Direct is a false statement. I NEVER cancelled the contract. National Floors Direct NEVER received verbal or written cancellation from me. National Floors Direct cancelled their contract with ****************. I still wanted to go forward with having the work done, but National Floors Direct refused the original terms (which are in writing) of 0% interest for 1 year (with ****************) and did not offer me any other resolution with the other bank that they have in place. National Floors Direct said the only way they will do the job is if I pay in full 1 week prior to installation (which I could not do). As I mentioned before, I am retired and on a fixed income and cannot afford to pay in full up front.

  I never cancelled the contract. I asked to go forward with the job with the other bank that National Floors Direct has in place. National Floors Direct refused to offer me the other bank. National Floors Direct created this problem. At this time, I do not trust National Floors Direct anymore and would like a full refund of my $800 cash deposit that they refused to give back.))
  

  Regards,

  ********

  Business Response

  Date: 03/25/2025

  National Floors Direct cannot provide ********** any refund at this time. The order has already been processed and cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer. If the customer's ***** fargo account cannot be processed, there are other payment options available.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  We've seen at this point to be going back and forth with the same answer from National Floors Direct. At this point the job was never done. National Floors Direct made changes to the contract we agreed on by ending their relationship to ********************* that offered 0% interest free for 1 year. When I asked about 0% interest from another bank they're using, they refused to give me the offer. This is after speaking with manager ****** **********. The only offer he extended to me was to pay upfront in full approximately $7,100 one week before they start the job which I could not afford because I'm on a fixed income, that's why I needed 0% interest free for 1 year so I can make payments. As of today, National Floors Direct still advertises as interest free for 1 year with a new bank they're using, so why wasn't I offered the same advertised deal? National Floors Direct made changes to the agreement, not me. So at this time I cannot go through with this company because of the changes in the agreement and at this point I do not trust them anymore. I would like my $800 cash deposit returned to me. National Floors Direct made bank changes and never notified or offered me the 0% interest anymore. This is an unfair practice to the consumer with a national company. I also noticed that this company has numerous class action lawsuits against them for bad practice. 

  Regards,

  ******** Iannicelli 

   

   

• Initial Complaint

  Date:01/30/2025

  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 16, 2025 National Floors Direct installed floors and carpet.See below:1. Padding for Carpet:carpet padding in places sounds like you are walking on bubble wrap (company requested I record noise)2. Sticky Residue on Wood Flooring: clean up not performed 3. Unacceptable Sound of Wood Flooring: wood flooring produces a sound reminiscent of walking in a trailer (company requested I record the noise) 4. Damage to Furniture:two pieces of furniture were damaged; nightstand leg broken & end table chipped (provided pictures to company)5. Unfinished trim (pictures provided to company)6. Broken toilet base (provided plumbers bill to company)7. Excessive Work Hours:installation was to take place in 1-2 days first day, the team worked from 8:00 AM to 8:00 PM.second day, they worked from 9:00 AM to 11:50 PM. 8. Communication Barriers:part of the frustrating aspects of this experience was the inability to effectively communicate with the installation team due to a language barrier, attempts were made to use a cell phone translator, which was often unclear and ineffective. I also called the office for clarification, but was met with indifference and a lack of empathy. It felt as though my concerns were being dismissed, which only added to the frustration.9. An ax was left behind (when I told the company they snapped at me and said that they dont use an ax)Request for Resolution:A thorough in home inspection of the installation, specifically the carpet padding, wood flooring, the trimming and sticky residue.Immediate replacement or repair of the damaged furniture.Compensation for the plumbers bill.Retrieval of the ax left behind.A review of their communication practices to ensure future customers do not experience the same ************* this time, I have only received two phone calls requesting pictures and sound recordings. I had sent one email outlining all of my concerns and 3 follow-up emails with no response.

  Business Response

  Date: 02/04/2025

  National Floors Direct is scheduled to complete an installation warranty service at Ms. ********* home on 02/06/2025, to address potential installation-related issues at their home. The company cannot pay for their plumber. The services outlined in the plumber's invoice are expressly the customer's responsibility as part of the prep needed for installation of replacement floor-covering. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 02/05/2025

  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. 

  [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:01/27/2025

  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.

  New hardwood floors were installed on 12/10-12/2025. Besides the fact that inferior materials were used, the installers trashed my home. A nine inch portion of my baseboard, which shouldnt have been removed, was thrown out. Dirty and disgusting adhesive was left on many areas of the baseboard and floors. Other portions of the baseboard were partially removed and just left gaping off of the wall. Every lower kitchen cabinet now has a **** or scratch that wasnt there before. And nearly every wall has a **** or a ************* to the inferior materials, the wood is splintering in many areas. I dare not walk barefoot.I have reached out to the company many times, to no avail. And the took my broom!

  Business Response

  Date: 02/04/2025

  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: 02/04/2025

  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.]
  I am not satisfied. I did not expect a full refund of the work that was done at my home. I did, however, expect some compensation for the abundance of damage that was done here. I have to pay someone to fix the mess that was made here and I feel that I should be compensated. The splintering of the floor boards, is that normal; is that something that I should have expected? I think not! Inferior materials were used and now I have to suffer and live with these splintered floors.

  
  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: 02/10/2025

  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: 02/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  The message that was sent is computer generated message; the same response as before. I realize that this company has no intention of even acknowledging that they did shoddy work and also used inferior materials! This issue cannot be resolved! I now realize that I must suffer at the expense of National Floors Direct and their failure to accept responsibility. I will never work this company again. They deserve an F for failure!

  [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:01/25/2025

  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.

  if called *** and they sent out a salesperson who was extremely aggressive in his sales techniques. I asked for quotes on surfaces other than carpet and he would not provide them. He continued to push me with his sales method and I gave in. He handed me the contract and didnt allow me time to review it, pressuring me to hurry up and sign it. He did not tell me any information about the contract even though I asked. He merely said it was a regular contract. He left. I already had more questions on what my other options were. I called customer service and they said they could not give me a quote on the phone. I said they had my measurements and i didnt understand why i couldnt get a quote. They said I needed to have a salesperson come out. I made it clear to them I didnt want the same salesperson. They assured me they would send out another salesperson. When he arrived Wednesday evening, it was the salesperson that i had previously. He came in and said oh i remember you. You are beautiful. I sat down and started to to discuss what i wanted. I no longer wanted my living room carpeted but still wanted the rest of the house completed. He said he could help with that. He did a price quote of $16k to do my house in laminate. It would do $2k to just do the living room. Spread throughout the conversation about my changing my order he asked me out twice. He also asked me to hug him at least 3x. I was extremely uncomfortable. As we continued to talk about my options for flooring I asked him how much I would get back because I was not going to get the living room done. He said to me nothing because i had agreed to a contract. I told him I was not going to do the laminate. He said if you need financing we do that. i do not need financing. When i made it clear I was not going to move forward, he got on the phone with his boss and said to his boss, I dont want to get fired but ******* does not want an upsell she wants a discount. He stomped out.

  Business Response

  Date: 01/31/2025

  National Floors Direct cannot provide Ms. ******** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The customer 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:01/22/2025

  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 12/31/2024 I met with a NFD salesperson in my home to view Vinyl Planks. The color was important as I have oak/golden hardwood floors in other areas of the house. I selected my color off the sample board provided - Mohawk Richmond Gold as it was a very close match. The salesman asked for a cash $525 deposit and then asked if I wanted to apply for no interest financing and I said I would apply but may not use that on install day to pay the balance. I paid the $525 cash and scheduled the installation for Saturday 1/4/2025. On 1/4 the installer came and put out the planks. They were 90% grey and 10% brown as I have shown - not even close to the sample board. I had him double and triple check as that was NOT the color I ordered. He called in, which prompted ******* from NFD to call me. I explained the color was wrong and she began threatening me that if I REFUSE install I will be subject to restocking fees and color reselection fees. I again explained that this is not the color I selected. I have requested a refund and been told absolutely not and told that I must sign another order agreeing to pay any upcharges for product reselection. I ordered what I wanted based off product color and there was no other color that came close. I have continued to request a refund as they did not provide the product I ordered. They continue to refuse the refund request and tell me the grey floor is what I ordered. Any review of the pictures attached show clearly that the color is not correct and they are in breech of their agreement. I have no floor today 1/22/25. They have my deposit of $525 and CHARGED MY CARD IN FULL the remaining balance the same day I paid the cast deposit on 12/31 - being 5 days prior to installation. This was never agreed to or approved. The credit option was simply an option. This company is practicing a bait and switch on the sample board colors and charged my card without my permission prior to installing. Again, no floors and $3500 has been charged to me.

  Business Response

  Date: 01/31/2025

  National Floors Direct cannot provide Ms. **** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk vinyl plank flooring products that were delivered by National Floors Direct. There is absolutely no room for interpretation here.

  The customer selected the product from a Mohawk 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: 02/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The color I selected from the *** sample board was not close to the color of the vinyl planks that were sent to my home. The sample board that I selected from is attached in pictures to this complaint and came to me via email from ***. The color of the planks received are also pictured attached. The only solution that *** is offering now to get me close to the color I originally selected is to change me to another product that is more money. $700 more. I want the color floor that I ordered off their sample board no cost increase or a full refund for a product that was delivered incorrect by ***.  
  
  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: 02/10/2025

  National Floors Direct cannot provide Ms. **** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk vinyl plank flooring products that were delivered by National Floors Direct. There is absolutely no room for interpretation here.

  The customer selected the product from a Mohawk 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: 02/20/2025

  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. 

  I was sent the attached email from National Floors Direct requesting I pay an ADDITIONAL $700 for a plank with a color close to my original color, in order to proceed. I have explained in my email to the company and the original salesmen that I ordered at the top of my budget for the color I selected and will not be paying more money for another color. The color I selected off the sample board shown in my attachments is the color that I want and wanted. That is not the color I received and I want a refund as what I ordered is not what was brought to my home. I am requesting again a refund so that I can order a floor and have it installed with another company. This is a classic bait and switch.
  
  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: 03/11/2025

  National Floors Direct cannot provide Ms. **** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk vinyl plank flooring products that were delivered by National Floors Direct. There is absolutely no room for interpretation here.

  The customer selected the product from a Mohawk 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.

• Initial Complaint

  Date:01/13/2025

  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.

  I contacted National Floors Direct to replace my carpet with hardwood flooring and was quoted a price of $12,500. I then contacted ************ and was quoted a price of $11,295 for the same Mohawk flooring. After speaking with National Floors Direct customer service department, they said that the contracts were not the same because of the warranties were different. After getting the contract from ************ and comparing apples to apples and oranges to oranges, National Floor Direct agreed that the contracts warranties were the same but decided to give me the price from Empire today $11,295 and not the 15% lower or it free price they guaranty on their TV advertisement. That price would have been $9,600. After calling their customer service line to get an understanding of their advertisement, they kept hanging up on me instead of letting me speak with a Sales Agent to explain their policy on their TV advertisement. I want them to honor their advertisement of 15% lower or its free.

  Business Response

  Date: 01/23/2025

  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. The company offered a price reduction in good faith based on a submission by the customer to our sales *****

  The competitor's literature (attached herein) does not specify any of the details surrounding the manufacturer of the product, sizing, warranty, etc., etc. There is nothing in the document whatsoever that would substantiate the product being the exact same Mohawk Flooring as the flooring National Floors Direct sold the customer. We are unbable to apply the 15% price guarantee to accoutns that don't qualify and cannot offer any refund at this time. We need to be paid for our work.

  Customer Answer

  Date: 02/25/2025

  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. 

  Natl Floors Direct did install the floors as agreed to in the purchase order. The installers were professional and courteous. However, thats not the issue. Their advertisement on TV and in print advises that Natl Floors direct will beat ANY price by 15 % or its free.  The first issue I have with Natl Floors Direct, which their response did not address is the total disrespect shown to me from their *************************** when I phoned six times to speak with someone. The first ****** just simply hung upon me without a word after I explained the reason for my call. I called back and the next ****** refused to let me speak with a sales agent to explain their policy and stated, the contract has been signed and that ****** then hung up on me as well. I called several more times and got the same response and eventually I just hung up on them. All of this can be verified because their recording advises that the calls are recorded. I can also provide my phone records to verify.
  
  My next issue is Natl Floors Directs response to the BBB stated that they offered me a good faith price reduction after I submitted to them the offer, I received from Empire Today.  The initial offer from Natl Floors Direct was $12,500 for their Mohawk LVP Richmond Gold flooring. The offer from Empire Today was for $11,295 for their Mohawk LVP flooring in a different color because they didnt have Richmond Gold. Thats the only difference.
  
  If Natl Floor Direct was willing to give me the lower price as a good faith offer, based on two different types of orders (they say), why couldnt they honor their advertisement and give me the 15% reduction which would amount to $9.600?
  
  If Natl Floor Direct thought the contracts were different, why not reach out to me and ask me to provide what they needed to compare apples to apples and satisfy the customers concern?
  
  Has Natl ********************************************* not ever beat a competitors price and given the customer the 15% lower price?
  
  Has Natl Floors Direct not ever beat a competitors price and given the customer the product free?
  
  Does Natl Floors Direct have a history of false advertisements to lure the customer to buy and then disrespect the customer after the contract is signed?
  
  If the resolution to the BBB from NatlFloors Direct does not meet my expectations, I plan to consult an attorney to weigh my options and I also plan to contact the local news agencies to see if they can assist me with this complaint.
  
  All I ever wanted at the beginning of this process was to speak with someone and have them explain to me the contract discrepancies, but now, I want Natl Floors Direc to honor their advertisement  to give me the floors free.
  
  ****** ********** 

  Business Response

  Date: 03/05/2025

  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. The company offered a price reduction in good faith based on a submission by the customer to our sales dept.

  The competitor's literature (attached herein) does not specify any of the details surrounding the manufacturer of the product, sizing, warranty, etc., etc. There is nothing in the document whatsoever that would substantiate the product being the exact same Mohawk Flooring as the flooring National Floors Direct sold the customer. We are unbable to apply the 15% price guarantee to accoutns that don't qualify and cannot offer any refund at this time. We need to be paid for our work.

• Initial Complaint

  Date:01/13/2025

  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 November 15, 2024, my elderly mother signed a contract with a salesman. The contract set forth the terms for a carpet installation after the Thanksgiving holiday. The salesperson collected a $800.00 down-payment. The salesperson measured the apartment for the installation. This appears to be a decision of the company to use the salesperson to measure and communicate the environment for cutting and installation. My mother expected according to the contract and deposit, the carpet to be installed with padding and a warranty in place.1. The installer arrived and upon walking in the door, stated he could not install in accordance with the agreement.2. Floor was a laminate floor raised and said the doors would not open.3. The condition of the floor did not change since the company's representative measured before contracting.4. My family attempted to seek some solutions, but it would void the warranty.5. Family agreed to hold the company to the signed contract, since they measured and made a contract based on their survey.6. The company requested additional money after failing to install.7. The company failed to send personnel with the requisite skills to properly measure and report to the company prior to contracting and setting up the installation. 8. Several personnel in customer service were unprofessional and did not listen to their critical mistakes.9. They later offered to tear-up a new floor in a leased apartment to install the carpet. This is not possible.10. The company should have stated their inability to install and identify the issues up front before requesting a deposit which they failed to return and contracting.11. If our elderly mother slips there may be some issues.The Mayor of New York City announced a lawsuit against National Floor Direct over deceptive business practices. The lawsuit alleges nearly ***** counts of violations of consumer protection laws, after receiving frequent complaints of predatory and deceptive practices.

  Business Response

  Date: 01/23/2025

  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.

  Customer Answer

  Date: 01/24/2025

  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's response was not accepted or rejected due to the fact they contradict the fact, what they did and did not do, while violating the contract. They often talk about their 3-day cancellation standard in other complaints. That is no problem, because the order is not simply being cancelled after the three-day criterion; they failed to install according to the contract. 
   
  As mentioned in the our complaint:
  A company representative came to the apartment On November 15, 2024, surveyed/measured, assured they will install after the Thanksgiving holiday. The representative did not find or make known any issues about the contracted installation site at the time of surveying, signing, and receiving the $800.00 deposit.
  When they come to install, it would be after Thanksgiving, Thursday, November 28, 2024. This means, the three-day cancellation would pass due to the approximate 14-day gap before the contracted installation, by over 400% in our case.
  After Thanksgiving the installer appeared, different than the cited time, but stated as he walked in the door: he could not install the carpet, based on the reasons cited in the complaint (Complaint #********).
  If they could not install they should have stated the conditions up front, before signing a contract to install. The contracted installation context/location did not change; they changed.  Further, the organization should send technically competent personnel to measure/survey in order to (a) identify issues before contracting; (b) communicate those issues, if any back to the company. If the organization had similar understanding, they could have held a discussion during the 14-day gap, so that the installer does not have to identify as soon as he walked in the door, that he cannot install. Nevertheless this would be after the signing to install. The company wasted its own time, its resources to travel, and my mother's time; thus putting her in danger of slipping when they failed to install the carpet as contracted. 
  The answer provided by the business is not relevant to their failure to install. Further, we see this is something they state in the various complaints against them. It appears that the Mayor of New York City and the Commissioner announced a lawsuit against National Floor Direct, over deceptive business practices, is well-based. The lawsuit alleges nearly ***** counts of violations of consumer protection laws, after receiving frequent complaints of predatory and deceptive practices. It also mentioned the issue of refund.
  

  Rationale/Justification for Non-Acceptance/Rejection:

   

  The business's response was not accepted or rejected due to the fact the business's response contradicts the facts, of what they did and did not do, while violating the contract. They often mention their 3-day cancellation standard in other complaints. That is no problem when it is applicable, because the refund request is not simply related to a cancellation after the three-day criterion; the request relates to the organization's failure to install the carpet according to the contract and related issues. 

   

  The issues are:

  1. A company representative came to the apartment on November 15, 2024, surveyed/measured, assured they will install after the Thanksgiving holiday. The representative did not find or make known any issues about the contracted installation or site at the time of surveying, signing, and receiving the $800.00 deposit.
  2. When they come to install, it would be after Thanksgiving, Thursday, November 28, 2024. This means, the three-day cancellation would pass due to the approximate 14-day gap before the contracted installation, by over 400% in our case.
  3. After Thanksgiving the installer appeared, different than the cited time, but stated as he walked in the door: he could not install the carpet, based on the reasons cited in the complaint (Complaint #********).
  4. If they could not install the carpet, the organization should have stated the conditions up front, before signing a contract to install. The contracted installation context/location did not change; they changed.  Further, the organization should send technically competent personnel to measure/survey in order to: (a) identify issues before contracting; (b) communicate those issues, if any back to the company. If the organization had similar understanding, they could have held a discussion during the 14-day gap, so that the installer does not have to identify issues as soon as he walked in the door weeks later, and then state that he cannot install. Nevertheless, this would be after the signing to install, but would identify/resolve the issues before arrival. The company wasted its own time, its resources to travel, and my mother's time; thus, putting her in danger of slipping when they failed to install the carpet as contracted. 

  The answer provided by the business is not relevant to their failure to install. It is not a simple request for refund that should have occurred on or prior to the 3-day requirement. Further, we see this type of answer is something the business states in the various complaints against them concerning the refund. If it was a simple refund they could have a point. However their actions are problematic. It appears that the Mayor of New York City and the Commissioner announced a lawsuit against National Floors Direct, over deceptive business practices, is well-based. The lawsuit alleges nearly ***** counts of violations of consumer protection laws, after receiving frequent complaints of predatory and deceptive practices. The investigation also mentions the issue of denying refunds.

   

   

   

   

   

   

  
  I need this reason be associated with the complaint and to be the basis of not accepting or rejecting the organization's response.
   
  Sincerely,
  *******-******* ***** 

  Business Response

  Date: 01/31/2025

  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.

  Customer Answer

  Date: 02/07/2025

  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. 

  [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: 02/21/2025

  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.

  Customer Answer

  Date: 02/24/2025

  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.

  1. National Floors Direct is providing the same answer as last time and appearing to obfuscate or confuse the issue. Does it make sense for the customer to apply a for a refund prior to the installation date, particularly when the installation date that the customer was awaiting is beyond its ***** cancellation cutoff?

  2. *********** came approximately 14 days later and failed to install the carpet according to the contract on 28 November.

  3. *********** stated they could not install because of the condition of the new floor, that was there when the National Floors Direct representative came to survey/assess/measure the apartment. Upon the representative's departure, it was stated that the company WILL install after the Thanksgiving Holiday. *********** came and FAILED to install according to the agreement.

  4. It appears the company is being deceptive, as accused by the New York City Mayor in a lawsuit against National Floors Direct.

  5. *********** mentioned after some time that it would come an tear up the new floor at their expense, if it were possible. It has been stated, it is NOT possible to tear up the new floor in the leased apartment, again it is NOT possible or acceptable to tear up the new floor in the leased apartment. It is the same floor that the representative surveyed/assessed/measured, and agreed upon, but upon arrival FAILED to install in accordance with the agreement.

  6. If National Floors Direct stated by agreement they will install after Thanksgiving, then they should come to install, but failed to install. Is that a violation of the agreement? One of the customer service personnel stated it was a salesperson who came to the apartment to measure and coordinate with the company for installation. This is another mistake made by National Floor Direct. They sent someone who made a contract to install, failed to communicate to the company the actual environment, and failed to communicate any difficulties to the customer about the contracted installation.

  7. If National Floors Direct sent someone who issues a contract for the installation, does not identify any problems for the projected installation, then states they will install based on the measurements/survey/assessment, then the company fails to install on that date; is this a breach of contract? "A breach of contract occurs whenever a party who entered a contract fails to perform their promised obligations." *********** failed on the date they arrived to install the carpet. The default remedy available for a breach of contract is monetary damages.

  8. If the company does not want to return the deposit and end the dispute, then maybe we should claim reliance damages, based on the principle of promissory estoppel. There could be a specific performance remedy, but what National Floors Direct offered after breaching the contract by failing to install after Thanksgiving is not possible or acceptable.

  9. Therefore, what solution does National Floors Direct put forth approximately 90 days after the contracted installation date that does not:

  a. Involve tearing up the new floor in the leased apartment.

  b. Maintains the original warranty agreed upon on November 15, 2024.

  c. Maintains the original agreement.

  d. Maintains the padding that was said to be provided and same carpet selection.

  While not talking about a three-day refund cutoff, when their proposed installation exceeded the cutoff, but National Floors Direct failed to install on the date agreed?
  
  FAQ
  
  Regards,

  *******-******* *****

   

   

• Initial Complaint

  Date:01/11/2025

  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 8/31/24 I had carpet installed by National Floors Direct, Crew #****. My order number is #FL19317. There was significant damage caused throughout my home by the crew assigned during the installation. The crew stripped paint off the walls, damaged dry wall, they removed the brackets from my daughter's closet door and never reinstalled them. They damaged parts of the baseboard, left multiple loose seems and spaces and cracks in between the carpet and baseboard. During their installation of the carpet on my stairs, they banged with extreme force to the point the power in the home flickered off and on. I am uncertain if they damaged any electrical wiring. When walking around on the carpet, especially up the stairs, there were bumps in the wood, signaling damage to the floor board. I attempted to address these issues with the carpet installers on the installation date, but they requested I contact the main office due to language barrier. I contacted National Floors Direct multiple times, and sent multiple photos of the damage on 8/31/24, 9/01/24, 9/04/24, 9/07/24 and 9/11/24. They advised I submit a claim, which I did. However, they stopped responding to my emails and dismissing my phone calls with, someone will call you back. No one did. To add, I did not receive the padding I agreed to in my sales contract. The padding I received was used. My home is a new construction and after discovering they were giving me older padding, which I didn't discover until after they started the install, I requested to use my homes new padding. They advised I could not or the carpet warranty would be void. However, they have not responded to my requests to honor any part of the contract signed. I am requesting a full refund of the money I paid for the carpet and its' installation.

  Business Response

  Date: 01/16/2025

  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: 01/17/2025

  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. 

  The response received from National Floors Direct demonstrates a complete and total disregard towards any of the concerns presented in my complaint. It was unprofessional as it failed to acknowledge any of the damage caused to my property as presented in the photo evidence, which were emailed to the company directly. National Floors Direct initially agreed to repair the damage to my bedroom closet, and to honor the warranty offered in the contract. However, this response demonstrates a breach of contract and implies that they are engaged in false advertisement. Consumer's need to be aware. 
  
  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: 01/31/2025

  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.