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

  9242 Hampton Overlook Capitol Heights, MD 20743-3850

  
• 

  National Floors Direct, Inc.

  4749 Distribution Dr Tampa, FL 33605-5921

  
• 

  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

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:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased hardwood flooring from NFD, which was installed on 5 Mar 2025. Subsequently, I received an email offer (attached) promising giftcards for posting positive reviews on various websites and a $125 "bonus giftcard" for making all the requested reviews. Made the requested reviews on all websites on 10 Mar 2025, and received giftcards for the individual reviews, but did not receive the promised bonus giftcard, even though reviews were made on all the websites. Have attempted to contact the survey department numerous times and have left detailed voicemails. The only returned call ever received requested a screen shot of the ******* List posting, which I subsequently provided via email. Have not received any additional response from the company and have not received the bonus giftcard. Company is unresponsive to either phone calls or emails.

  Customer Answer

  Date: 05/15/2025

  I received a voicemail on 8 May from the ***************** saying that all requirements for the bonus giftcard had been met, and that I should expect to receive the card in ***** hours.

  One week later, I have still not received the giftcard despite sending two follow-up emails to the Survey Department.

  Business Response

  Date: 05/19/2025

  National Floors Direct has connected with Mr. ****** to address his concern.

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** Single

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been trying to get National Floors Direct to reschedule the installation of my kitchen flooring but no one will confirm that I can do that. I agreed to purchase flooring to be installed on 5/2/25 but two weeks ago my home was damaged in a flood. I have an insurance claim and the adjuster told me that my home will not be able to have new flooring installed on 5/2 but I should reschedule the installation so that damage can be repaired before the floor gets installed. I've been emailing and calling National Floors and they say they will email me a document agreeing to reschedule but it has never arrived. See the emails on the attached. Thank you very much for your help!!!!

  Business Response

  Date: 05/07/2025

   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: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ***

• Initial Complaint

  Date:04/18/2025

  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.

  National Floors Direct advertised a 60% off sale. There was no sale. The original quote was 3x higher than it should be too. After haggling, we chose a wood grain luxury vinyl. What they brought to my house looked like it was splattered with oil. I did not want this floor installed because it's not what I picked. **************** on the phone was yelling, and threatening a lawsuit for breach of contract if I didn't have the spotted floor installed. They then instructed the contractors to pack up all the flooring and leave with my money, leaving me with a subfloor and no resolution. They also instructed their installer to leave with the full amount for the job, or else they would deduct it from his pay. The customer service *** told me they would inspect the boards themselves. If someone in their warehouse deemed the spotted pattern was good enough for me, then that would be the decision. Then I would have to accept the floor and pay a fee for a new install date in 2 weeks, or be sued by the company for ****** of contract. Leaving me with a sub floor for 2 weeks. I got very upset with the person on the phone who continued to threaten me with a lawsuit and no solution. There were plenty of regular boards in the boxes so they didn't have to use any of the spotted ones. But they we're refusing to let the contractor open all of the boxes so they could save money and stick me with the spotted floor. This went back and forth for another two hours, and finally they agreed to put the spotted boards aside and install the floor. However, the contractor didn't listen and kept putting spotted boards in. At this point, he just wanted to rush the job and go home. Now I have a floor of different patterns that looks like it's dirty all the time. I was called back a few hours later by somebody more reasonable, and he gave me an email for corporate and told me to request a partial refund for the spotted boards. 3 weeks and a follow up they haven't acknowledged the email.

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

  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:04/15/2025

  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 4/7/2025, I scheduled an in-home quote after seeing a commercial advertising carpeting for 3 rooms at $1,088. The sales ***resentative, **** ****, arrived on 4/8 and informed me the advertised pricing applied only to select products. Despite my concerns over the misleading ad, he measured 1 bedroom, 1 office, and 1 staircase, and quoted $1,525. I expressed intent to continue collecting quotes but was told the price was only valid while he was present. I ***eatedly asked about the cancellation policy and was assured I had until midnight, three days post-contract, to cancel for a full refund. I paid a 50% deposit ($762) based on that assurance and installation was scheduled for 4/25/2025. On 4/11 at 8:12 AM, I called to cancel but was informed I had signed a cancellation waiver- a claim I refuted, as this was my primary concern during the sale. A review revealed the referenced document was neither written nor signed by me. The sales *** acknowledged the error and escalated the issue to management. Despite two follow-ups with management, they have refused to resolve the matter or refund my deposit. I am requesting a full refund due to deceptive and unethical sales practices.

  Business Response

  Date: 04/28/2025

  National Floors Direct has already processed this cancelaltion request. The customer's deposit will be refunded in a timely manner consistent with the langauge in the written agreement between the customer and the company.

• Initial Complaint

  Date:04/07/2025

  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 entered into a contract with National Floors Direct on August 31, ****************************** my daughters house. The purchase was financed by **************, who is also at fault in this action as they made payment the day after the installation. Isnt there some kind of law that allows some time to file a complaint about dissatisfaction?Ive uploaded a summary of the entire transaction including pictures and the two disputes I filed with the bank to stop/reverse payment, which were denied by the bank.

  Customer Answer

  Date: 04/21/2025

  I have not heard from the business in response to my complaint.

  i spoke with the business right after the installation and filed a claim. *** denied the claim and stated that ************** (the financing company) had already paid them!! I then filed a claim with **************. Which was also denied. 

   

  Business Response

  Date: 04/28/2025

  National Floors Direct cannot offer Ms. ***** free installation services outside of the warranty period. The written installation warranty for the services provided by our company are outlined in the written purchase order agreement between the customer and ********************** and in the installation completion certificate, a copy of which was left for the customer at the completion of their installation. If service to the installation is needed, and it's one that the company is capable of providing, we will need to be paid for our work.  

  Customer Answer

  Date: 04/30/2025

  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:04/07/2025

  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.

  Date of Purchase: 3/9/25 Order $: $24,500 Services Begin: 3/24/25 I ordered new flooring from National Floors Direct (NFD). I specifically pointed out issues with the subfloor that would require remediation. The salesman represented a differentiator for *** is they do not require people to use 3rd parties to remediate subfloor concerns. I understood the leveling would incur additional costs which could not be determined at that time. I signed an agreement which states: The subfloor has not been inspected; certain issues may require additional works beyond their scope. These are true statements in the context of the conversation and representations made. The agreement also included 1 bag of leveler. The salesman represented additional bags would be $150 each, including labor (NFD now claim it is $50).On the 1st day, the installers determined the floors could not simply be laid because the subfloors were not level. *** called and said we needed to remediate the subfloor (with no specific/actionable information). We were told the installers had to go to another job despite their not finishing the contracted removal (required to remediate the sub floor). We later found out they were instructed to leave by *** immediately. They left the home is disrepair as a result. At this point *** had: Misrepresented their services via the salesman; weaponized the agreement we signed in good faith based on said representations; failed to investigate or acknowledge any form of concern with the salesman's representations; and frustrated execution of duly paid elements of the agreement by calling off the demolition. Remediation steps required by the agreement were completed without delay within 7 days. *** is now demanding I sign an amendment which specifies I accepted delivery of "materials". *** refuses to confirm what was delivered so we can reconcile and instead made spurious accusations against me. My home is now an unsafe living condition for the elderly resident who is here.

  Business Response

  Date: 04/28/2025

  This installation has been delayed by the customer - not the company. 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:04/04/2025

  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.

  National Floors Direct used deceptive and fraudulent business practices to secure a $3,500 downpayment for a hardwood floor installation. On 3/28/25, the salesman **** ****** came to my home with flooring samples. I selected the flooring and agreed to a price of $10,000 to included all materials and installation date of 4/11/25. While **** was sitting at my kitchen table, we discussed the *** requirement of STC52 underlayment in order to get the install approved, and I emailed him the document that listed the *** underlayment requirements. **** told me not to worry and said "you won't have a problem, we do this all the time'. He asked me for a $3,500 deposit because he said the floor i selected, Mohawk WoodTec Weathered Portrait, was special order. I wrote the check and gave it to ****. Then I was asked to sign a notebook waiving my ability to cancel the order and indicating the installation needed to happen on an emergency basis. I felt uncomfortable doing so but noticed there were many other names/signatures in his book. **** then asked me for my drivers license. To my surprise he took a single picture of my drivers license, the check and my signature all in the same photo. He slid his iPad across my kitchen table so I could docusign my initials on a 28 page contract. The iPad was so small, the contract could not be viewed without sliding your finger across the screen so you could view the rest of the page. Today I called their customer service number, *******************. to ask for assistance with securing the info so I could proceed with *** approval and when I asked for the underlayment specifics, I was told it was not part of the purchase, however I could purchase that separately. At that moment, I knew I was scammed, misinformed, and all the actions/photos **** took were to be used against me to get more money. I went to the police station today to file a report but was told FL requires a 90 day waiting period due to a newer statue.

  Customer Answer

  Date: 04/14/2025

  I have heard from the business in response to my complaint but my complaint has NOT been resolved.

  They called me 5 times after I informed them I filed a BBB complaint. I told them the resolution I was seeking was a refund. I was unable to get HOA approval because they didn't include the required underlayment in the work order. Despite not doing any work on my condo they said they will not refund my money. This is the only resolution that I find acceptable and fair.

  They have called my 5 times over the past 3 weeks. The first call was to tell me I could purchase the underlayment for an additional $3k. The second call was to tell me that they were discounting the underlayment by $867 and would charge me $2,135 for the underlayment. The third call they informed me they would not charge me for the labor to install the underlayment. Today, 4/14, I received 2 calls  - the first to tell me they would not charge me for the underlayment or labor and a call a few hours later to tell me they would send me a contract to docusign but I never received the contract.

   I told them that I don't trust their business practices because they could have agreed to honor the original contract and pricing on March 28 when I asked. With all the complaints on the BBB site regarding poor quality installation, I told them I am not comfortable proceeding with them doing any work on my condo.

  I would like to receive my $3,500 deposit back for work that was never performed. May I ask if that is possible? Is there anything you can do to assist me with that since no work has been performed?

  Thank you so much for your assistance with my complaint. It is much appreciated.

   

  Business Response

  Date: 04/18/2025

  National Floors Direct cannot offer Mr. ******* any refund at this time. The delays associated with this installation are expressly due to the approval process from the customer's HOA; these are not within the company's control. 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: 04/22/2025

  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. 

  Doriand, I have copied/pasted the contract language you referenced below in italics.  My $3,500 deposit via personal check was written and cashed on March 28. Today is April 17, three weeks has passed. Thirty days has not passed and per contract language, I am eligible for a refund. I did not cancel the work order. I was never able to submit it for approval because your salesman **** ****** did not include the underlayment in my condo's work order despite our discussion about the STC52 minimum requirement needed to secure HOA approval. In fact, **** told me "not to worry, we do condos all the time'. Based on the contract language below, I am owed a refund.
  Late Cancellation, Late Payment/Default: If Buyer attempts to cancel this Agreement at any time subsequent to midnight of the third business day after the date of the Agreement as more fully described on the Notice of Right to cancel form, and NFD accepts such late cancellation, then buyer agrees that any deposit paid shall be forfeited and the Buyer shall only be entitled to a company credit to be used toward a future purchase, less any restocking fees as described above, which will be good for 180 days. Buyer agrees to pay a late fee of 11/2% per month on all amounts due and owing from the Buyer to *** accruing from the date due and running to the date the payment is made. If at any time the buyer is in default of this Agreement, buyer agrees to pay all of **** attorney fees and costs incurred in enforcing its rights under this agreement. Buyer also agrees to pay any other costs or expenses of repossession, collection or realization on its security.
  Deposit Refunds: All refunds of refundable deposits shall be processed within 30 business days from date of receipt of deposit. Deposits of cash, check or money order shall be refunded by company check. All other deposits shall be refunded through the same medium that the deposit was tendered to NFD. In the event that any payment that I supply to NFD is returned by my financial institution, for any reason whether my fault or not I agree to reimburse NFD its bank fees in the amount of $37 per returned item.
  
  I have copied the ********************************* and the BBB (complaint # is #********) as a continuation of my prior complaint against *** for deceptive business practices and scamming a senior citizen. 
  
  I look forward to hearing from you in writing with your decision to refund my deposit since no work was ever performed, I never issued a cancellation, and the timeframe is well within the 30 day period.
  
  Thanks. **** *******
  

  
  

  Business Response

  Date: 04/28/2025

  National Floors Direct cannot offer Mr. ******* any refund at this time. The delays associated with this installation are expressly due to the approval process from the customer's HOA; these are not within the company's control. 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: 04/28/2025

  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. 

  My Response:  I was not able to secure approval from my *** because the National Floors Direct Salesman, **** ******* did not include the required STC52 underlayment in the work order. During my in-home appointment with Mr. ******* he quoted an all-in price for hardwood floor installation of $10k which included the underlayment however the underlayment was not included in the work order he wrote up. Mr. ****** and I discussed my condo *** underlayment requirement and he received a printed copy and an electronic copy of the *** requirements while he was sitting at my kitchen table. I was unable to get *** approval because the underlayment was excluded from the work order. Then National Floors Direct told me I would have to pay an additional $3k for the underlayment. I believe this was a very intentional and deceptive business practice because it could have very easily been resolved if the salesman spoke with the manager, Doriand, or if the manager, Doriand reached out to the salesman for clarification - but neither happened. I have since signed a contract with a reputable business to install my hardwood floors. My position is that since National Floors Direct didn't do any work in my home, I would like to receive my deposit back. Every time I talk with the manager Doriand, I get a different reason why my deposit can't be returned. I feel that they intentionally took advantage of me because I am a senior citizen. I was told by the ******* police that I can file a police report in 90 days and I plan to do so at that time. Thank you.
  
  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:04/02/2025

  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.

  National Floors Direct installed our floors/carpet totaling $14,436. We had a problem with the installation of our floors that cause a loud squeak when you walk in then. I called the company as soon as I noticed the problem asking them to send someone to take a look at the floor. They told me to take a video of the problem which I did and never heard back from them.When I called customer service a week later I was told that they would do nothing to fix the problem-that it wasnt their issue!

  Business Response

  Date: 04/18/2025

  The written agreement between the customer and ********************** provides an installation service warranty. National Floors Direct will contact Ms. ******* ASAP to schedule a service call.

• Initial Complaint

  Date:03/31/2025

  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.

  After being forced to pay the entire ****** for removal and installation of new wood floor, the installers arrived at my home and unloaded the wood flooring and accepted the cashiers check. They started the job and within one hour had left my house after causing several holes in the existing wood floor. After I called National Floors Direct, they informed me that I need to hire an outside contractor to remove the existing wood floor because it was glued down even though two of their sales representatives had been at my home and inspected the existing floor. The signed contract clearly states the if National Floor direct had to rent a mechanized instrument to remove the floor that I would have to reimburse them for the cost of the rent. After a brief argument, National Floor Direct insisted that I hire another outside contractor at my expense and they would reimburse me 400. I received a quote of ***** and requested a larger refund. After several iterations, they agreed to a 800 refund and I signed the new contract addendum under duress. The floor was finally installed and I have yet to receive my 800 refund. These deceptive sales practices are typically of National Floors Direct fraudulent practices

  Business Response

  Date: 04/09/2025

  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: 04/09/2025

  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 have a signed addendum to contract clearly stating that national floors Direct owes me a 800 Refund.  Response is unacceptable
  
  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: 04/28/2025

  The company processed a refund earlier this month for $800 per the terms of the written order addendum between the customer and the company.

• Initial Complaint

  Date:03/31/2025

  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.

  March 05, 2025 -Order: FL20814 Employee: ******* ****** Before agreeing to sign a contract, I specifically said I would not allow any third-party providers/subcontractor perform work in my home. **** assured me that all workers/installers are employees of **** *************************************** multiple sections, many didnt apply to the installation of my laminate flooring, **** said, we use generic contracts for every sale. Some sections pertain and others not, but all sections must be signed. I complied! I was then told I MUST sign a handwritten statement in a spiral notebook that stated, I agree to waive the BUYERS RIGHT TO CANCEL, didnt want to sign, but I had already signed the contract - already committed contractually to paying them. March 28- Installers arrived in an unmarked white van, they could not identify themselves as employees of NFD. 100% language barrier, couldnt ask a question or pose a concern because they didnt speak or understand English. Laminate flooring arrived in genetic packaging - no brand name on the box label, only the color ********** I believe that I did not receive genuine Mohawk flooring. I contacted customer service, they were rude, condescending and dismissive. I was told to contact Mohawk directly to confirm the flooring was ****** brand. The installers were subcontractors hired by ***. I didnt want them in my house, customer service said I had 10 minutes to make a decision, either way I would be financially responsible for the job. A one day job became two because they didnt bring all the materials needed the first day. The installers did not care about respecting my ********* belongings. They were very messy, they damaged the walls, baseboards, they took absolutely no responsibility. Forced me to sign a satisfaction checklist. Left without cleaning the flooring and without providing me with a copy of the manufacturers warranty. ****** said a copy of their warranty is inside every box- Not in these boxes!

  Business Response

  Date: 04/09/2025

  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 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 delivered dozens of boxes of the Mohawk laminate flooring purchased by the customer. Each box contains a full product warranty for the material. At the completion of the installation, an installation service warranty from National Floors Direct and customer care obligations for Mohawk lamiante flooring were provided to the customer. If the customer needs more information or has questions about the warranty, she needs to contact our customer service department, not the ********************.

  
  

  Customer Answer

  Date: 04/11/2025

  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. 

  
  NFD Complaint Response:   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.
  

  Customer Response:  I, the customer did not request a refund! The installation was not completed within industry standards, the installation was completed withing NFDs sub-par standards. The language within the purchase agreement does not include that the installers assigned will arrive in an un-marked van, unprofessionally dressed,100% language barrier and no identification that they represent National Floors Direct. The sales representative, ***** told me that installers were employeesof National Floors Direct, not sub-contractors.
  

  NFD Complaint Response:  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.
  

  Customer Response:  The sales representative **** did provide a sample board that was branded as Mohawk.  My color selection was made directly from the Mohawk sample board. The purchase order agreement states that I ordered and paid for Mohawk Laminate Flooring Ground Nutmeg Hickory.  The issue is that the flooring planks arrived in white generic packaging.  The brand name of Mohawk was no where to be found on or in the packaging.  I stand by what I felt the minute I saw the packaging the flooring that was delivered & installed in my home is not a genuine Mohawk product.  I contacted *** customer service to provide clarity regarding the packaging and proof that I had received the Mohawk flooring I ordered & paid for. The customer representative was not able to provide the clarity and insisted that I contact Mohawk directly to confirm product authenticity.  I spoke with two different Mohawk employees, neither of them was able to 100%confirmation based on the packaging label. The only thing they could confirm 100% was Ground Nutmeg Hickory is a color name that Mohawk uses.
  NFD Complaint Response:  The company has acted in good faith and in a manner consistent with the content of the written agreement.
  

  Customer Response: NFD has not acted in good faith their customer service representatives were rude, condescending and dismissive.  *******, the installation manager was on-site at the conclusion of day one of the installation.  He attempted to apologize for the treatment I received from customer service and admitted that they provided me false information.  I was told that the project could not be completed in one day because they were not able to fit all the material required in the van.  ******* said, the warehouse/distribution center did not have enough flooring on hand.  The installers would need to go back the next day to pick the balance of flooring they needed.
  

  NFD Complaint Response:  The company delivered dozens of boxes of the Mohawk laminate flooring purchased by the customer. Each box contains a full product warranty for the material. At the completion of the installation, an installation service warranty from National Floors Direct and customer care obligations for Mohawk lamiante flooring were provided to the customer. If the customer needs more information or has questions about the warranty, she needs to contact our customer service department, not the ********************.
  

  Customer Response:  Yes, dozens of generically labeled boxes of flooring were brought to my house in an un-marked van.  Not one of those boxes contained a copy of the full product warranty. It was extremely challenging to communicate with the (2) installers, I asked for a copy of the Manufacturers Warranty, one of the installers looked at me and just shook his head up & down but gave me nothing.  I sent an online request for a copy of the Manufacturers Warranty to be sent/emailed, I received no response.I did not feel comfortable or confident about calling customer service due to how disrespectfully they treated me throughout the day on Friday, March 28th.
  National Floors Direct response did not provide any transparency, satisfaction or honesty in connection to the specific issues I presented in my complaint.
   
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/28/2025

  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 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 delivered dozens of boxes of the Mohawk laminate flooring purchased by the customer. Each box contains a full product warranty for the material. At the completion of the installation, an installation service warranty from National Floors Direct and customer care obligations for Mohawk lamiante flooring were provided to the customer. If the customer needs more information or has questions about the warranty, she needs to contact our customer service department, not the ********************.

  Customer Answer

  Date: 04/28/2025

  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. 

  April 9, 2025, BBB sent me an email with National Floors Direct response to my Complaint #********.  I clicked the link I Reject Business Response.
  Today, April 28, 2025, BBB sent a follow-up regarding my Complaint that included a follow-up response from National Floors Direct.  NFD copied the same complaint rebuttal as they provided on April 9, 2025. They did not address any of my complaints
  My responses remain exactly the same
  National Floors Direct; they are liars and take absolutely no responsibility for their companys deception against thousands of honest hard-working people that simply want to update and beautify their homes.
  
  ORIGINAL RESPONSE SENT TO BBB ON APRIL 9, 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.
  I, the customer, did not request a refund, though the installation was not completed within industry standards that a paying customer expects. The language within the purchase agreement does not include that the installers assigned will arrive in an unmarked van, unprofessionally dressed, 100%language barrier and no identification that they are representing National Floors Direct. The installers were supposed to be employees of National Floors Direct, not subcontractors.
  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.
  It is a fact; the sales representative **** did provide a sample board that was branded as Mohawk.  My color selection was made directly from that Mohawk sample board. In addition, the purchase order agreement states that I ordered and paid for Mohawk Laminate Flooring.  The issue is that the flooring planks arrived in white generic packaging.  The brand name of Mohawk was nowhere to be found on or in the packaging.  I stand by what I felt the minute I saw the packaging the flooring that was installed in my home is not a genuine Mohawk product.  NFD customer service representative recommended that I contact Mohawk directly to confirm product authenticity.  I spoke with two different Mohawk employees, neither of them were able to 100% confirm based on the packaging label.  The only thing they could confirm 100% was Nutmeg Hickory is a color name that Mohawk uses.
  The company has acted in good faith and in a manner consistent with the content of the written agreement.
  *** has not acted in good faith their customer service representatives were rude, condescending and dismissive.  *******, the installation manager was on-site at the conclusion of day one installation.  He attempted to apologize for the treatment I received from customer service and admitted that they provided me false information.  I was told that the project could not be completed in one day because they were not able to fit all the material required in the van.  ******* said the warehouse/distribution center did not have enough flooring on hand.  The installers would need to go back the next day to pick the balance of flooring they needed.
  The company delivered dozens of boxes of the Mohawk laminate flooring purchased by the customer. Each box contains a full product warranty for the material. At the completion of the installation, an installation service warranty from National Floors Direct and customer care obligations for Mohawk lamiante flooring were provided to the customer. If the customer needs more information or has questions about the warranty, she needs to contact our customer service department, not the ********************.
  Yes, dozens of generically labeled boxes of flooring were brought to my house in an unmarked van.  Not one of those boxes contained a copy of the full product warranty. It was extremely challenging to communicate with the (2) installers, I asked for a copy of the Manufacturers Warranty, one of the installers looked at me and just shook his head up & down but gave me nothing.  I sent an online request for a copy of the Manufacturers Warranty to be sent/emailed, I received no response.I did not feel comfortable or confident about calling customer service due to how disrespectfully they treated me throughout the day on Friday, March 28th.
  National Floors Directs response did not provide any transparency, satisfaction or honesty in connection to the specific issues I presented in my complaint.
  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,

  ******