June 9, 2009
Complaint #1:
this company is hard to deal with. my first installation date was cancelled the night before, because they product was not in. they couldn’t figure that out a couple of days prior, since I scheduled it over a week from the contract. on next installation date, the installer tells me he cannot install the floor as promised because there was too many things overlooked and the work can not be done. another loss day and pay. I made two calls to the company to make sure they cancelled the contract and that they need to send the estimater back in to write up a new contract. what a pain. I hope I an not billed for this first contract and ruin my credit. I just dont understand how they do business.
Response #1:
On behalf of National Floors Direct, let me say how very sorry we are that your flooring did not arrive, as promised, in a timely manner. We feel your frustration; unfortunately circumstances beyond our control on the manufacturing end can sometimes interfere with installation timing – even in such cases, as yours, in which you schedule your installation a week or two ahead of time. We make every attempt to inform our customers of any delays and are sorry that you were not informed of the actual circumstances. Also, your credit rating should not be impacted by this incident. Again, we apologize for the misunderstanding and delay. We hope that you will consider giving us another opportunity to prove ourselves worthy of your business in the future. Thank you.
Complaint #2:
nfd is probably the worst company i have ever dealt with!! after the installers nailed 4 nails through my laminate flooring, trying to get them back to fix the floor was a joke. the head of the installation dept in connecticut(BOB) is very unproffesional. he told me the crew would come on a moday between 8:30 an 10:00, but no one showed. not only did i lose a days pay i didnt even get a phone to let me know what happened. this company is terrible and their products are home depot quality at best. WARNING DONT USE NFD!!!!
Response #2:
On behalf of National Floors Direct, we would like to apologize for an understandably frustrating experience with one of our installation teams. It is our policy to make sure all of our customers are satisfied with their flooring purchase, before, during, and after installation, and obviously this was not the case here. You should have received a phone call from the customer service representative assigned to your order informing you of any problems with the installation crew arriving in a timely manner. We apologize that you did not. Please know that we are constantly looking for ways to improve our customer service. Your comments, good and bad, help us to do just that. We hope that you will consider giving us another opportunity to prove ourselves worthy of your business in the future. Thank you.
Complaint #3:
same experience.. I’m sitting here 2 days before thanksgiving with the bedroom furniture emptied into the house and they just called to say they cant make it.. I signed the deal with the promise it would be installed today.. NOT HAPPY..
They apparently could care less about customer service..
Response #3:
On behalf of National Floors Direct, we would like to apologize for an understandably frustrating experience with one of our installation teams. We feel your frustration; unfortunately circumstances beyond our control on the manufacturing end can sometimes interfere with installation timing. You should have received a phone call from the customer service representative assigned to your order informing you of any problems with the installation crew arriving in a timely manner. We apologize that you did not. We are always looking for ways to improve our customer service and we welcome your comments, good and bad, to help us do just that. We hope that you will consider giving us another opportunity to prove ourselves worthy of your business in the future. Thank you.