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national floors direct Complaint - BEFORE YOU CALL THEM - PLEASE READ THIS!!!!! - carpet installation
national floors direct Complaint

national floors direct Complaint

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BEFORE YOU CALL THEM - PLEASE READ THIS!!!!! - carpet installation


We ordered a carpet from NFD due to a flood in our sunroom. In a nutshell, they need to spend less time (and money) on their TV ads, MORE ON QUALITY AND CUSTOMER SERVICE!!!!

Here's what happened.

They came to the house very promptly when we called, and were ready to install the next day. So far, so good; but the "GOOD" ends there.

When they sent the person to install the carpet the next day, it was 3 pieces (of Berber) for one 13X18 room. (After a later conversation with a "manager", after finally reaching one, I found out they were doing this to avoid "cutting into another roll"). This would have looked awful because of the seams. (If you have Berber you know what I mean.)

We cancelled the order because we didn't think any professional company would have tried to install the(3 piece) carpet in the first place and it was no easy task to get someone who was actually "in charge" to speak with us, even though the installer, a very nice guy, was patiently waiting at our house for instructions about what to do next.

NFD had no problem charging our credit card immediately when we placed the order. However, it has now been OVER ONE MONTH, and I have spoken with 3 people who said they would "take care of the this personally". Nothing has been done to date. Apparently, they have excellent training on charging credit cards, but not refunding them? As an aside, the phone number that printed on my credit card statement for NFD is a disconnected number...hmmm.....

We sent in the "cancellation forms" immediately after we realized that this was a "no go", but that didn't seem to matter. (Be careful - they have an extremely small window to get these forms back to them if you decide to cancel, even if there was no actual work done!)

I ended up searching the internet until I found the exact carpeting they were planning to install. After reviewing the website, I found that I could upgrade the carpet for very short money. I ordered the carpeting directly myself and had it installed privately. I got a much nicer, heavier Berber (ONE PIECE WITH NO SEAMS) and it was delivered to my door BEFORE the time frame that they gave me if I was to get a "special order".

Here's the thing - Even with the $185. I paid to have it delivered to my house (it came 3 days after I placed the order) and the $250. I paid to have it installed, I STILL SAVED $700. I could have saved another $100. if I wanted to pick the carpet up myself!

So now I have a much nicer carpet, with no seams at all, and the whole thing from start to finish was quicker than the time frame they could have done it in for this "special order".

By the way, I was told by a manager that NFD does not carry the 75 oz. Berber I got because (they said) "most people cannot afford it". In actuality, I only paid $2. more per square foot for this carpet from the supplier so it was not unaffordable at all and WELL WORTH IT!

My advice - want to save money and headaches, DO NOT CALL NATIONAL FLOORS DIRECT !! They have the worst "management team" I have ever experienced with any company and, just ask my husband, I am a "more than avid" consumer!!! I am now going to register my first complaint with the "Better Business Bureau". Hope this helps someone.


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