June 8, 2009
Complaint #1:
National Floors Direct claims that they will install your carpet, hardwood, or laminate floor next day. I have receipts to prove that they do not stick to this garauntee. See their website to view there garauntee or I am sure you have seen there commercials. I actually placed the order, on a laminate floor, 2 weeks prior to the installation date I was looking for so they had more than enough time to insure the stock was ready for my job. The floor was suppose to be installed on Friday, November 28, 2009 and it was not installed until Monday, November 30, 2008. Every time I called them they gave me the run around and all kinds of excuses. I waited around all day on the 28 to have my floor installed – needless to say I had to take a day off from work as well. They said they would be back on Saturday, still no floor. Well, when I had called on Saturday, I was quite upset and aggravated because I waited around again still with no floor installed. The supervisor in the installation department promised me that he would deduct $400 off of my bill for the inconvenience – I accepted that. Well…I get my first bill and there is no credit for $400 so I called him. He said that he never said that to me – he straight up lied. So, not only do they not fulfill there promise, they are dishonest as well. Not only do I have no floor, I have no stove or refrigerator for an additional 4 days because of this. I had to move them out so they could install them. I have 2 children that ate mostly junk for 4 days because I had no mean of cooking. After all was said and done – there are quite a few holidays on my floor so it is not even top quality work.
Response #1:
On behalf of National Floors Direct, let me say how very sorry we are that your flooring was not installed, 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. We make every attempt to inform our customers of any delays and are sorry that you were not informed of the actual circumstances. Also, we are in the process of reviewing our accounting procedures to ensure that credits and refunds are processed in a timely manner. 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:
Awful, awful company. Stay away. I did business with them and when the product failed after 2 months they would not come out to fix. I made three appointments and they never showed up.
Response #2:
On behalf of National Floors Direct, let me say how very sorry we are that you have experienced problems with your flooring. We are not sure what is meant by “failed” flooring, but we want to take whatever steps are necessary to make it right for you. We also apologize that you have had issues with our installation crew not showing up. We are looking into this problem to ensure it does not happen again. We hope that you will consider giving us another opportunity to prove ourselves worthy of your business in the future. Thank you.
Complaint #3:
We had wall to wall carpet installed on 8/08. After 5 return visits for ongoing problems, it was discovered the new carpet was installed over the old padding.The company never apologized and finally came out to correct the improper installion. We were promised a $150.00 refund. Mary from the consumer service dept finally refused us the refund and would not honor their promise to us. Everyone we dealt with over the course of 3 months conveniently were “no longer with the company”. It was very difficult to follow up and our calls were never returned. This company does not respect their customers or treat them well. We spend over 3000.oo dollars and were treated extremely poorly. I would never do business with them again and wish we had been warned about them.
Response #3:
On behalf of National Floors Direct, I apologize for the ongoing problems you experienced with your new carpet installation. Obviously the installation team sent to your home failed to remove the old padding. I am delighted to hear that it has been corrected to your satisfaction. Also, we are in the process of reviewing our accounting procedures to ensure that credits and refunds are processed in a timely manner. 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.