Complaints

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

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

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• 

  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct, 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:12/13/2022

  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.

  Hello I saw a commercial on TV offering $788 of replacement of floors for any room. I call and made the appointment and the representative came from national floors direct and did a full inspection and offered me a price of $903.00 which is because it does not over the square footage. I decided to pay the extra because he assured me that there is no added cost and that would be the final price. I schedule installation. The contractor came in and told me he cannot lay the floating floors over because its not level and it will cost me $503 added. I called service service and they refuse for me to go ahead without paying the added cost. They also demanded cash and and told me he can lay they floors but it will void my warranty. He also stated that i cannot cancel because I would owe the entire cost of the job. This is unacceptable and this company should be out of business. The entire job was sloppy there is a thin coating of cement over my existing floor which cost no more than $20.00 . I am demanding a refund . National floors direct should be put out of business and be investigated for taking advantage of consumers. Bait and switch

  Business Response

  Date: 12/15/2022

  National Floors Direct cannot provide ************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************.

• Initial Complaint

  Date:12/12/2022

  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.

  SCAM: National Floors Direct promised to install a carpet in 24 hours but booked 48+ - after waiting 7 hours it was clear they were not showing up. No one in dispatch knew anything, every time I called I got a different answer. The ** POLICE called and ******* "was not available". Today I called and got 3 more different answers. I tried to CANCEL the order as ******* said I had three days and they BREACHED the contracdt and in fine PRINT IT SAID: WAIVED THE RIGHT TO CANCEL! I gave them a $500 ZELLE deposit (they insisted and either CASH or MONEY ORDER OR BANK DIRECT). That was suspicious in its self. BAD SITUATION. STAY AWAY. NOW I just called and they said tomorrow from 7 - 12 install. I called back to confirm and they said 5 days from now! Can not get a straight answer. SCAM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 12/15/2022

  National Floors Direct cannot provide ****************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************.

• Initial Complaint

  Date:12/06/2022

  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.

  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. 

  None of what National Floors said was accurate. I understand the warranty with NFD was for the installation, the issue is they have to file a claim with **** flooring to get the rugs fixed, which they refused to do. I did not submerge the rug, to even say that is ridiculous. The stains I saw on the rug were from me cleaning up spilled water with a wetvac. At no point was I told to get the rugs professionally cleaned in order for them to file the claim on my behalf to the rug manufacturer. Please ask NFD to provide documentation that I signed where it says I need to have the rugs professionally cleaned before a claim can be filed on my behlf.

   

  Thanks, ***

   

  [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: 12/09/2022

  National Floors Direct cannot offer ************** any refund, replacement, or repair services at this time. The written agreement between the customer and ********************** provides an installation service warranty, which has already expired. RE the customer's request to file a claim with the manufacturer, this cannot be done without proper documentation from the customer that he had the carpet professionally cleaned. This is consistent with the language in the manufacturer's warranty. The cutomer says he damaged the carpet, submerged it in water, and then attempted to vacuum the water away. The carpet needs to be professionally cleaned. After that, if the issue persists, he can reinititate the request. Without proper documentation of the carpet having been professionally cleaned / maintained, we cannot submit any claim to the manufacturer on his behalf. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.

  Business Response

  Date: 12/15/2022

  National Floors Direct cannot offer ************** any refund, replacement, or repair services at this time. The written agreement between the customer and ********************** provides an installation service warranty, which has already expired. RE the customer's request to file a claim with the manufacturer, this cannot be done without proper documentation from the customer that he had the carpet professionally cleaned. This is consistent with the language in the manufacturer's warranty. The cutomer says he damaged the carpet, submerged it in water, and then attempted to vacuum the water away. The carpet needs to be professionally cleaned. After that, if the issue persists, he can reinititate the request. Without proper documentation of the carpet having been professionally cleaned / maintained, we cannot submit any claim to the manufacturer on his behalf. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first issue we had was when they ripped up half the carpet they said we had asbestos tiles. They left us in a house with asbestos tiles that were disturbed. As soon as they started ripping the carpet they should have stopped and told us to get the floors tested for asbestos. Instead they ripped up half the room and exposed us to asbestos. We removed the asbestos which we had to pay for ourselves. Second, The national floors direct sales rep misrepresented the company and told us that our existing molding would be removed and a new molding would be installed to replace the ones we have. They didnt remove our existing molding and Any professional contractor would remove existing molding before installing new floors. The molding they installed along the current molding is not professional and looks terrible on the existing molding. Third, we requested a refund/credit for the carpet that was not ripped ** in half of the room as we paid for rip up of carpet. (Awaiting a response)We are very disappointed in national floors direct. **************** (*****) is not helpful either. All they care about is getting paid even if the customer is not satisfied. I just wanted a job well done. The job is very poor and not to our satisfactory. Pictures attached.

  Business Response

  Date: 12/06/2022

  National Floors Direct cannot provide **************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  Date:12/02/2022

  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.

  Last week I had National Floors Direct install flooring in my home over the course of two days. The morning after the floors were installed, I noticed something white in the yard on the side of my home. I picked it up bare handed, only after touching it did I realize that it was toilet paper, and there was human f**** on it. Then I saw that there were several pieces of dirty toilet paper in my yard. Then I saw the large human f**** themselves, sitting no more than a foot from my home. I live in an area with wild foxes and other smaller animals and the presence of f**** close to my home could cause significant problems so I had no choice but to clean it up myself. The home I am referring to is the dream home I bought earlier this year for my family. My parents just reached their retirement this year and I wanted to do something to honor their commitment and sacrifice to our family and their community. This is the home that my niece and nephew will visit, where we can all be together as a family after being separated by covid for far too long. When I first stepped onto the driveway I knew in my heart that this would ******************, my sanctuary.The fact that National Floors Direct would literally treat my home and property like a toilet makes me incredibly upset and angry. I will never be able to forget the sight of the f**** or the experience of having to pick it up, put it in a bag, and carry it to the trash. This experience will stain the joy this home brings me for many years.Because the flooring was also being replaced in the bathrooms, the toilets were disconnected. What kind of working conditions does National Floors Direct allow that would force an employee to p*** in a customer's yard, instead of a port a potty or at a local restaurant. Not providing an appropriate bathroom is illegal not to mention shameful.I called and emailed National Floors Direct the day after my installation but due to the Thanksgiving holiday, I did not get a response. I then called my salesperson, ***********************, who was horrified to hear about my experience, and promised to make it right. He has not followed up since or responded when I have reached out.For six days since my initial complaint, I did not hear anything from National Floors Direct. When I called yesterday to follow-up, I was told the matter was closed and there was absolutely no recourse. When I asked for a manager, I was told that I was speaking with the manager and that she was sorry for the "inconvenience" of having to pick up another human being's feces, but the matter was still closed and there was no one else I could speak with. Her reference to my "inconvenience" made me wonder how many other employees were denied appropriate bathrooms, and how often customers are left to clean up their f**** Today, I was offered $250 to go away. I declined.In the contract I signed, it states that "NFD will perform all work in a professional manner and in keeping with industry standards." This means that National Floors Direct is actually in breach of its contract with **** am truly disgusted by the predatory sales practices, the work product itself and the many problems left unfinished, and the company's behavior. I would like the floors to be removed from my home as soon as possible and for National Floors Direct to be fined for not providing appropriate bathrooms to workers. I absolutely can not support a company that treats both its customers and employees with such disrespect and disregard. We are all human beings trying to do our best in the world - we deserve to be treated that way.

  Business Response

  Date: 12/06/2022

  National Floors Direct cannot provide **************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  Date:12/01/2022

  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.

  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 issued their standard response without resolving any issues.  I have seen this same response for every complaint.  I paid for supplies that the company did not install.  They take no responsibility for their representative's measurements of the room and ordering appropriate supplies.  I am not looking for a complete refund but either for them to install the correct molding even though they mismeasured the room without additional cost or refund what I paid for 4 inch ************ installation that was not installed. - based on what ********* quoted it should be $200.  Very poor customer service and very poor reputation for ethical business practices.  One and done customer scammers.

  
  FAQ
  
  Regards,

  ******

   

   

  price but then exhorts additional money to do the job correctly. They measure the room and order two additional boxes of the flooring that were not needed and according to the contract if box is unopened they keep the product but if they don't order enough customer has to pay additional. I paid $1,632 for the job that was not done correctly plus I have not been reimbursed for the molding that was never installed. When I have tried to call ********* to further discuss, the company tells me they do not know who she is. **************** is rude and dismissive and appears I can get no where with them. They should be responsible for the actions of their representatives measuring the room because they are the supposed "experts".

  Business Response

  Date: 12/06/2022

  National Floors Direct cannot provide ****************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

  Business Response

  Date: 12/08/2022

  National Floors Direct cannot provide ****************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 
  

  Customer Answer

  Date: 12/12/2022

  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  of why you are not satisfied with this resolution.  If you do 

  The canned response from the company is not solving anything.  They did not confirm to the contract because they charged for molding that was not installed.  They mismeasured and did not supply enough molding so substituted the free cheap white molding. No reimbursement  for what I paid for.  They have no response to any of that because there is no rationale for their incompetence and thievery.  
  
  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:11/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17th I had a sales rep from national Floors Direct come to my home. She was unprepared, didn't have samples of hardwood, which I specifically asked for when I set up my appointment. She was very nice and even though they didn't honor their beat any price by 15% guarantee I went with them based on the agreed upon install date. Over the next week I received multiple vague messages from NDF but we were out of town for the Thanksgiving Holiday so I didn't speak with anyone until Nov 28th, my install date was for Dec 1, 2022. I was given a lot of vague reasons why someone needed to come back to my house and no one on the phone told me anything. A different sales rep came and was equally vague and confused. After confirming that I had a subfloor he told me that everything was a go. I called Nov 30th to see about possibly changing my install date and I wasn't even on the schedule!! I asked to just cancel the job as they are unable to install in a timely matter and was met with an inflexible, unhelpful person who said they have until January to complete my job. I just wanted to cancel with them and be done but they are being difficult.

  Business Response

  Date: 12/06/2022

  National Floors Direct cannot provide **************** any refund at this time. The customer entered into a written agreement with National Floors Direct with a cancellation period that has since expired. The order has already bene 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:11/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with National Floors Direct sales representative ***************** in ** on 11/ 15/22 for $ 5 k for replacing the kitchen floors. In 24 hours I get a call from the office in ******* stating that I will have to ********** **** more for completing the work. When I questioned them they said that they would send a contractor home to assess the situation. Contractor came home after a week and I received another call from their office saying that they will have to increase the price by $ ****. This is totally unethical after the contract has been signed. I had paid a deposit of $ 500 by ***** to a ****************** from National Direct as specified by the salesman , Mr. **** on the original contract and they continue to give me a run around demanding the extra money. I have never come across a company That have asked for extra money after a contract has been signed and the deposit has been paid. Since they have not ordered the contract I am demanding for my deposit to be paid back

  Business Response

  Date: 12/06/2022

  This order was canceled by National Floors Direct - the customer has been issued a full refund of their deposit.

• Initial Complaint

  Date:11/22/2022

  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.

  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.
  
  

   

  The company never delivered the corrected item like they said they would. I took off a second day of work and wasted time emptying all my furniture again. This is unacceptable. I want a refund for my aggregation, a lost work day and not being given the items I paid for! That is fraud! 

  
  FAQ
  
  Regards,

  ******

   

   

  give me. I appreciate any help in getting this matter fixed.

  Business Response

  Date: 11/28/2022

  National Floors Direct has made arrangements with ****************** to install the square edge perimeter wall base moldings she requested. A sales manager has contacted the customer to apologize for the confusion and poor communicaiton surrounding her special order moldings.

  Business Response

  Date: 12/06/2022

  National Floors Direct has made arrangements with ****************** to install the square edge perimeter wall base moldings she requested. A sales manager has contacted the customer to apologize for the confusion and poor communicaiton surrounding her special order moldings.

  ***

  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. 

  Customer Answer

  Date: 12/13/2022

  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 am extremely disappointed and dissatisfied in the installation and aggravation I had with this company. I lost a second days pay for them to come and fix the issue of them initially installing the incorrect items and I had to contact the better business bureau to even get them to acknowledge they installed the wrong item. It was such a headache. The floor is also installed extremely poor in many areas with big gaps between the tiles and holes between the molding and wall and they did not fill in any nail gaps so the area looks unfinished and I have to hire a painter to fill in which I was never told would be left like this. I want a refund for all the aggravation. If I could return the whole floor and never deal with this company again I would. I tried to complain to customer service and by email to the company and no one replies like they say they do. Its a scam to get your money and then treat you poorly. 
  
  FAQ
  
  Regards,

  ******