National Design Mart
Reviews and Complaints

I'd give National Carpet Mill Outlet & National Granite Luxuries a negative 5 if possible. I had carpet installed on 4/5 & 4/6. On the same day, I found a lump the size of half a baseball in the middle of my living room, which they came back and fixed but still has a wrinkle to this day. Almost every room that got carpet is wrinkled except for 1 bedroom, and I am in a 3-bedroom home. Then we ordered a granite countertop for my kitchen installed around the same time. This countertop has a crack all the way through the granite right in front of my right-side sink. These companies haven't done anything to make this right. This is my first experience with both these products, and it's been horrible. Buyer beware big time!

My contractor said National Design Mart is good for making a stone fireplace. I bought my own slab and paid everything upfront (like they wanted). They didn't measure right the first time, so they had to make another template. On the 3rd visit, they said they couldn't install it because one of the big side pieces was cut too small by their own people. They took the piece to cut it again, but then they threw away the rest of the slab that I already paid for, so they couldn't cut another piece. They said they could finish the job with some trim and the pieces they already had after 2 weeks. They came back for a 4th time, but their team was confused and now our fireplace is crooked. We paid $2,200 and one side is way wider than the other. It's the main thing in our house. They didn't give us any solution and the manager was really rude and dismissive on the phone.

What a fantastik team we worked with at the Medina National Design Mart (NDM)! Over this winter, we did a major upstairs remodel with the kitchen being our focus. Lia, in granite sales, is super friendly and took the time to help us find the perfect piece of granite and understand the care and maintenance involved in keeping its beauty. The guys involved in doing the layout and cutting behind the scenes listened to our “likes” on the flow and movement of the colors within the granite so that our kitchen could highlight them. Being human, there was a concern at one point with the granite, but this is where National Design Mart and this team stepped up and listened to us and found options to maintain the beauty and quality of our design. Mark, Granite Sales Manager, took the lead role in being our “go to man”. He was kind and professional and made sure that we were totally 100% satisfied and we are. Mark-Thank you again! Your dedication to this company showed and your trust in your company to do the right thing. The young men that were in our home on several occasions installing were friendly, clean and efficient. I wish I knew all their names. We had 3 huge pieces of granite and these guys took it through the high snow and cold (Portage County), up stairs and oh my gosh! Thank you NDM-My husband and I are recently retired and will be enjoying being at home even more now. We moved on to completing the extended porch area, dining and living room (hall & stairs) with flooring and carpeting all from NDM. Chris, Flooring Sales Rep, took care of us and once again, the BEST customer service. I definitely recommend this company.

Me and my wife hired National Design Mart to do our tile and carpet for our house we were building. We worked with Jennifer and she was amazing. Most of the work was done well. There were a few touch ups that they just completed, (10 months after we moved in), but they are done. We do have one major issue. In our master bathroom, we have a walk in shower with a linear drain. In the first installation, they stopped the slope about 4 inches before the drain and it left a pool of water that wouldn’t reach the drain. They sent in someone to repair the work. The drain is now cockeyed, he used black silicone caulk (our grout is gray) and the spacing of the tiles are not consistent. Some of the grout lines are a quarter inch wide and believe it or not some are a sixteenth of an inch. It looks awful! They sent in another repair person that went over some of the black silicone caulk with gray caulk. Only some of it though! I now have 3 colors of grout. They sent a supervisor (with zero people skills). When I attempted to show him the issues, he interrupted me every time I opened my mouth. I never got to make a point. He just kept getting louder and louder in an attempt to intimidate me into accepting this poor quality job. When I made it clear that it wasn’t working he just walked out of the house. I have paid all but about 20% of the bill and was clear that I will not pay the rest until the work was complete. I received a call yesterday asking me to pay the balance. I told the woman that I would be happy to once the job is complete. She then got nasty and threatened to put a lien on my house. I have requested that someone with some authority in this company come to my house and see how poorly they did my shower. I have spoken to the customer service person on the phone many times and this is still unresolved.

I got new carpet on 4/5 for my whole house, except the kitchen, bathroom, and foyer. But on the first day of installation, the carpet started coming up. I complained, and they said they could fix it for $100 per hour. Now, the carpet is coming up in almost every room. I don't want to pay $100 per hour for a bad installation. Please fix this.

I ordered a 48 inch cabnet and shelf on 6/29 with a 4-6 week lead time. The cabnet was not delivered until October. I had to call multiple times because they could not locate in the warehouse. Upon unpacking I realized the shelf was not inside and is missing. I have called and shown up in person and they always say they can’t locate. I still do not have my shelf. The acting slip indicates a shelf.

We bought sum floor tile on 7/22 for our basement. When i got it home, i realized it don't match the colors we got. I called to see how to give it back, and they said no returns. I said nobody told me that, no signs, nothing on the receipt, and the sales person didn't say nothin' 'bout it. I asked again 'bout gettin' my money back and she said she'd talk to the boss and see what she can do. She never called back, so after 3 days, i called 'em again. They said she can't do nothin' 'bout the tile and refund. I told 'em again there ain't no notice 'bout it bein' a 'final sale' nowhere in the store, online, on the receipt, or even spoken. She said she'd talk to the boss again, but she didn't call me back. I called again, left a message, and she called me back 2 days later, sayin' no she can't do nothin' 'bout it. I wanna give the tile back and get all my money back.

They didn't even schedule my carpet installation, took a bunch of phone calls just to confirm a date. When the installer finally showed up, he told me the seam placement was all wrong. I made even more phone calls, but no one bothered to respond. I just told the installer to go ahead since I had already taken out the carpet and padding. We waited for over an hour, but the installation manager never bothered to call back. I had guests coming from out of town, so it was a real inconvenience. Finally, I managed to get in touch with the administrative assistant for the service manager. We set up an appointment for him to fix the problem. He came out, looked at the issue, but wouldn't answer any of my questions. He just promised that someone would call me the next day with a solution. Well, it's been four days and still no response. They make you pay for the service upfront, so they're taking advantage of that. And the management won't return my calls or give me any straight answers.

Be careful before choosing this company. I needed 2 countertops for a guest and small bath. They messed up the sinks and stone sizes. I kept one because it supposedly fit in the small bath upstairs. I should have stopped there, but decided to order another piece of stone for the guest bath. When they were moving it to the back room, they dropped it! I asked for a refund on that counter. Then, as I started preparing to paint the upstairs bath, I noticed the countertop they put in is 3 inches shorter than what was previously there! I didn't notice when they installed it because the mirror had been removed and had pulled the drywall off. There was also wallpaper that needed to be taken down, so it masked the area and was torn a bit down the wall. It left a 3" square deep dent. The installers never told me it would be shorter. They could have been honest and informed me about this problem while they were installing it. Now I have to hire a drywall company to come and fix the damage because it's unlikely that this company will repair it. It's a messy company.

On June 20th we ordered 4 Yorketown cabinets. We got 2 sink bases, 1 - 3 drawer cabinets, and 1 tall linen cabinet. All 4 cabinets came on August 11th. On August 24th, we told National Design Mart that they gave us the wrong cabinets 'cause the 2 sink bases came as drawer cabinets and they didn't have their skins. The tall cabinet also didn't have the skins on the sides. They said they gotta order new skins. On August 24th, we also found out that they didn't order the quarterround trim piece, so they had to order that too. They took until September 8th to finally order the new parts. They said the parts would come and a carpenter would come to put the drawer fronts on the 2 sink cabinets 'cause the drawers gotta be taken out, put on the quarterround, and put on the skins. It took until Oct. 5th for the carpenter to come. But he only brought the skins. We told him the quarterround was at the house, but it wasn't 'cause we got a UPS tracking number showing it was delivered to the store. The carpenter also didn't know he had to fix the drawer faces.

I hired this company to install kitchen counters plus backsplash. The company had to template multiple times and tried to install over 4 times because they couldn't get a cut right. The backsplash pieces they installed are some kind of scrap pieces. One piece has an uneven jagged edge and another piece is shorter than the one next to it. Also, one worker took a chunk out of one of the pieces in an outlet cutout. I've been talking to multiple people at the company to fix this problem, but now they've gone quiet. I was working with the Director of Operations, who conveniently went on vacation right after hearing about my issue. He said he would get back to me once he returned, but it's been another week and I haven't heard anything. I had also talked to others at the company, including the salesperson and upper management, ***, who said they were working with the owners to make things right. But I haven't heard from them either. I can't get any response from this company after they installed a below-average product and even damaged my counters. They got their money and now they're ignoring my problem. They also measured the outlet cutouts incorrectly, so now I can't even put on outlet covers. When I mentioned this to the workers during installation, they told me, "well if we try to remove it now, it will ruin your cabinets, walls, and counters."

On 11/19/22, me and my hubby went to National Design Mart in *** to peep at quartz countertops. We gave 'em the rough measurements of our kitchen areas. They gave us a quote. On 12/8/22, the templator came to measure. We told 'em we wanted the regular overhang (at least 1 ¼ inch) on both sides. They took off an outlet cover and measured the depth of the tile so they could use that measurement to make any necessary adjustments. They laser measured the countertop areas. We paid the rest of the moolah on 12/13/22. The counters were put in on 1/5/23. The next day, we emailed our saleswoman about the bigger than expected gap across the back and the short overhang on the right side of the countertop. At first, they assured us they would fix it. The store manager contacted me to assure me they would look into it. But after a bunch of emails, they both started backpedaling and making excuses for why the countertop was cut that way. On 1/16/23, the Installation manager came to peep at the countertop. They took pics and measurements and agreed the overhang was short. On 1/19/23, I got a call from the manager again, with our saleswoman there. They told me they wouldn't recut the countertops or give us a refund. They said they were willing to "give us a few bucks toward our backsplash." They gave me the name of one of the "higher ups" to call. I called, left 2 messages, no call back. On 1/20/23, the manager told me the person I needed to talk to would call me on Monday or Tuesday (1/23-1/24). As of me writing this complaint on 1/27, we still haven't gotten a call. The manager won't put it in writing that they won't recut our countertops or give us a refund. We don't know if the mistake happened during templating, fabrication, or if they just ran out of material and thought we wouldn't notice. We've told everyone we just want what we paid for.

In May 2022, we ordered $30,400 worth of shiny ceramic tile for our house. The sales process went smooth and the product was ordered and installed as promised. During the summer, we started noticing some grout coming out of the joints and a lot of discoloration in the grout. NDM sent their service people to replace the grout in the small areas a few times where it was missing or too low. In October, we reached out to NDM with concerns that the grout was coming out of the joints when we cleaned it quickly. It was obviously too soft. They sent install managers twice to observe and these managers thought the grout was too soft, and putting a stain on it to make it darker and reduce discoloration was not a good idea. NDM asked the grout maker to come and see. When the *** (manufacturer) visited, he didn't want to say the grout was soft, except for a few small areas. I kept telling NDM that the grout was mixed in bigger batches and the installers probably added too much water. It's unlikely that it's only in small, soft areas. We can scrape the grout out with our nails and scrub brushes can easily take off layers of it. The big and important areas are too soft. In February 2023, they gave us the option to split the cost of staining with NDM. I said no because we don't want to stain something that's soft and will probably come off in the next few cleanings. I've asked to talk to the Operations Manager many times, but he hasn't reached out to me. I've only gotten calls from schedulers or service managers who want to fix the low and missing sections. We don't want any money back. We just want strong and long-lasting grout installed. The only solution is to remove and replace the grout. We want the grout replaced.

Dont let the nice showroom and sales people fool you. Once they have your money the management does not care. Ordered fourteen Echelon kitchen cabinets plus accessories in early October . We received our order on November 29 and were sadly disappointed to find so many imperfections in the manufacturing of the cabinets. We expressed our dissatisfaction . We sent detailed descriptions and photos of the various flaws. We reordered all of the pieces that needed to be replaced. We received the replacements on Jan 2, 2020 only to find that the replacements were, in most cases, worse then the original pieces. We reported this right away, this time however we insisted that someone from either Design Mart or Echelon come to our home to see how badly the cabinets and accessories were made. The Kitchen Manager, came to the house on January 14. He carefully looked over all of the pieces, taking detailed notes and photos of all of the cabinets and accessories. He was shocked to see how badly they were manufactured and promised a resolution. On January 18th, he told us he placed another order to Echelon to replace all of the cabinets and flawed accessories and that we should receive them in about 3 weeks. One month later Feb. 19, 2020, we received the order and to our total dismay received five cabinets without doors, and four cabinet front frames which would require us to dismantle the cabinets which are glued and stapled. We did not purchase a DIY project. In our view... three strikes... you're out! We told them to come and pick up the cabinets and refund our $7,200.00. Instead we were told that Manufacturing defects were not their problem and elapsed time means nothing. In other words they can take as long as they want and not be held responsible. No wonder they require full payment up front. The fourth order did arrive on 3/25. Heres the bad. It should not take four orders over almost five and a half months of time to get it almost correct. Except for the bungled third order, most of the issues have been related to poor manufacture, paint, and quality control. Even the last shipment has issues. Because of the multiple orders, we are able to do some door swapping, but even with that, we still are not completely satisfied with these cabinets. My contractor said it was the worst cabinets and he has seen in fifteen years of work and was surprised at the attitude shown by them. Dealing with the Kitchen Manager, was exasperating. I never knew what to expect from him. His attitude was very inconsistent; sometimes very pleasant and other times extremely rude, sarcastic, and insulting. Comments such as Im doing you a favor, this is your fault, youre expecting too much, this is not our best line and I do not have time to babysit "----'s" customers or come to your home to check the cabinets were not appreciated. As a manager he should have better people skills. Also, ordering cabinets without consulting us, after we requested a refund, was underhanded. And lastly, a personal call of care from the General Manager would have been greatly appreciated and may have helped in alleviating our concerns. Their unwillingness to refund, in whole or in part, our money has forced us to settle for less than what we expected. Its too bad their well-appointed showroom and nice sales people are not backed up by good management practices. Their take the money and run attitude is unethical and just plain poor business. Because they ignored our pleas to cancel the order or refund any of our hard spent money, we have taken our complaints to the ComplaintsBoard.com and any and all social media we can. We will advise, any willing to listen, to avoid taking their projects to National Design Mart, and our contractor will advise his future clients to do the same. We are extremely disappointed with our experience with National Design Mart. Obviously we will never return.

In February , me and my husband bought a whole kitchen of new, white Shaker cabinets from National Design Mart in Medina, OH. I was so happy to finally get a new kitchen after being in my home for like 14 years! But then things got real bad real quick. When our cabinets arrived, almost all of them were messed up in some way (I got lots of pics of these messed up cabinets, even two that were red tagged from the factory but still made it to my house!). We dealt with the kitchen manager, ***, for almost a year (11 months). *** kept ordering new cabinets, new doors and drawer fronts, and like every three weeks he would call my husband and my husband had to leave work and meet him at our house to try and replace all the crappy cabinets. This happened like 18 different times! I cried a bunch of times when *** would come out and the new replacements were just as bad! *** would always tell us to "be patient" and that National Design Mart would make things right for us. Finally, in January , we all agreed that even though our cabinets weren't perfect or what we wanted originally, we just wanted this whole nightmare to be over and we settled with NDM. On February 27, my husband and I got a call from Mr. who was all excited and said we were gonna get a check from NDM for a settlement (I'm not saying how much, but it was a specific amount we agreed to) and we would get paperwork "within the week." But then weeks went by and we didn't hear anything, so my husband called Mr. and he said he wasn't "in charge of our case" anymore. The new person in charge didn't know anything about us getting a settlement. The next month, a lawyer for the cabinet company called us. He said he could send someone to look at any issues we still had. But we told him our problem was with NDM and we didn't wanna mess up our kitchen even more. I sent a bunch of emails to the store owners, *** and ***, but they never bothered to reply. I'm including the last email I sent on January 7. “*** and ***[protected]@sbcglobal.net January 7 Store Owners- *** and *** Medina, OH *** To Mr. *** and Mr. ***: I am so mad at your company! Last February, me and my husband went to National Design Mart to buy cabinets for my dream kitchen remodel. In March , we paid NDM almost $15,000 for our new cabinets! Now, ten months later, we still don't have all the cabinet doors replaced. The stuff we got is terrible quality! We've been dealing with *** since we got the first cabinets. Every 3-4 weeks, he brings more white, shaker Mid-Continent Cabinet doors to replace the messed up ones that were put in last April. We've had like 17 or 18 different deliveries, and we're still not done! Every time *** brings cabinets or doors, my husband has to leave work and come home. That's a lot of time off for him, not to mention it's a pain for his company. I've asked *** so many times what NDM is gonna do to make up for this terrible quality and service we got. Every time he says the same thing..."I'm so sorry! I'll fix it. When everything is done, you'll get compensated. But I can't talk about it until your job is finished." Ten months is a long time to be stuck like this! In July , me and my husband talked to a lawyer. He said we should get a full refund of all our money right then. But *** asked us to be patient and let him fix/replace our cabinets first. So we waited and tried to be patient. But now we're done! I'm sending this email to you, Mr. and Mr., as the store owners who can finally make this right. Even when the last few doors are replaced, we'll still have cabinets and finishes that we settled on that will never be right. Like the refrigerator panel we have is the original one and it has a big black area on the inside. You can't see it, but it's not new like I bought. *** ordered like 3 or 4 replacement panels that were even worse than this one. After months of trying to fix it, we were told to keep the damaged panel to avoid messing up our new wood floors or granite countertops. Another example is two of the big custom cabinets that, after waiting like six months for new replacements, were made from three damaged cabinets that sat in our garage for six months. They pieced together six damaged, imperfect cabinets with different doors and frames to make the two cabinets that are on my wall now. When they put it all together, there's a big gap in the frame that shouldn't be there. *** ordered trim pieces to cover the gap, but they've been in my garage for months! He said he doesn't have the nail gun to attach them, and his bosses told him not to try. So the trim just sits in my garage and my cabinets still have a big, noticeable gap. We suggested having the cabinet installers come out and attach the trim, but NDM won't say if they'll pay the $200 fee plus labor. I could keep going. I got lots of pics that show the terrible stuff your company sold me and thought was okay. I'm attaching some of the emails I sent to *** during this long time. I want you, Mr. and Mr., to finish replacing the last two cabinet doors and attach the trim to my messed up cabinets. And then I want my money back! This has gone on too long! I'm tired of being patient. I'm tired of people asking me "Is your kitchen done yet?" This was supposed to be a happy, proud moment of remodeling our kitchen, but there's been no joy. Just frustration, sadness, and stress! I don't wanna have to go to court to fix this, but I will. The time is now! I'm waiting for your quick response and a solution to this terrible situation. ***”

We bought LVP flooring from National Design Mart in August and it's been a real struggle trying to sort out the issues. We picked a floor for an estimate, but they didn't give us all the right info about our floor before we agreed to the job. They came to measure and took pictures of our current floor in all the rooms to give us an estimate for carpet and LVP flooring. The salesperson knew where we were starting from and made us think we could get the floor installed in a couple of weeks. They took my credit card details over the phone and charged me $8000 without telling me I needed to sign any paperwork first. So, I didn't sign any contract before paying for the work. We chose a floor that was supposed to be "in-stock," which we thought meant they had it ready for installation. But they didn't tell us until almost a week later that the floor we picked was actually back-ordered and wouldn't be available for months. We had to choose a different color floor that was also supposedly "in-stock." They gave me paperwork to sign for the new product after I paid, and then we had to wait another week for the floor to be ordered and delivered for installation. The salesperson contacted us again and said we needed to remove the sheet vinyl in our kitchen before they could install the new floor (even though the person who measured our floor took pictures of it). They sent someone else to our house to check the floors before scheduling the installation. The manager told us they couldn't install the floor because our floor was uneven in certain areas. A few days later, they gave us a quote for an extra $1500 to prepare the floors properly. It was really frustrating because they kept giving us the wrong information. We spent another 4 weeks dealing with problems with the product and installation, and realized they hadn't given us all the info we needed to make a good decision before taking our money. We didn't want to pay more because we felt it was their responsibility to diagnose the floor properly and give us the right info before taking our money. We told them we were in a vulnerable situation because we had just bought a new home and their poor communication was delaying other projects we needed to finish before moving in safely with our 3-year-old child. We had no floors, just sub-floors, so we had to keep our stuff in a storage unit for months longer than planned, and we started making mortgage payments for a home we couldn't move into because of their poor planning and communication. They passed us on to the sales manager, who didn't want to take responsibility for the problem and refused to let us go ahead with the floor we originally chose. He suggested a different product that wouldn't need as much floor prep, and because of our situation, we agreed to go ahead with an adhesive LVP floor. They scheduled the installation, but then the sales manager told us we needed to pay an extra $900 for floor boards while the contractors were already at our house working. It was another example of their incompetence in evaluating the job properly. My partner, who is also a contractor, confronted the sales manager about the ridiculously high price for a few extra floor boards and told him we didn't appreciate being lied to and taken advantage of. After the installation, we noticed that the floor was wavy in almost every room where they put the LVP, and the floor was built up in areas that weren't like that before. Less than 48 hours after the install, some planks started popping up, and they chipped and pulled off paint from our freshly painted trim (which got damaged when they removed the sheet vinyl). They also ripped off drywall paper from our newly painted wall while trying to remove an air vent, and they messed up the wall. They didn't properly cut out the LVP around multiple air vents, so now more than half of them are covered, which messes up the airflow. There are also glue stains from shoddy workmanship in multiple areas of the floor. We took pictures of the damage and contacted the sales manager right away. They sent someone to document the damage a few days later, but then we waited over a week with no answers about how they were going to fix it. We were passed around from one manager to another without getting a clear explanation or understanding of our situation, and we had to wait weeks for them to contact us with answers. They still haven't addressed the damage to our home, but they told us they were sending someone to fix the planks. When he arrived, he didn't know about the other issues we had told them about and wasn't prepared to deal with them. He started pulling up planks to check the floor prep and told us the install team hadn't done it properly, which was why the floor had waves. He also found a major problem where two rooms connect, where the underlayment was built up and caused a big hump from wall to wall, making the planks separate. He checked the humidity levels in the floor and found that this area had a lot of moisture, but he couldn't find the same problem in any other part of our home. He thought the moisture might have caused the floor to swell. After doing more tests, he admitted that the issues were real and were caused by poor installation. It's been 4 months since we started this whole thing, and we're really frustrated. We've been given the wrong information, lied to, taken advantage of, and pushed around, and now they're blaming us for trusting them to do a good job. The customer service manager said they would fix the minor waves in the floor and do a little prep work where needed, but they wouldn't fix the big hump, which is not acceptable. We're really unhappy with how they've treated us, and we have no confidence in their ability to fix our floor to our satisfaction. We've asked for a refund multiple times and made it clear that we're not happy with their work. The customer service manager said we're refusing their solution to the problem, even though we've clearly stated what we think is acceptable. They still haven't given us any warranty paperwork, which they were supposed to provide when we made the purchase. They also didn't give us updated paperwork or have us sign any additional agreements when things changed during the process. They gave me invoices to sign a month after the work was done, but I haven't signed them. We don't think we're being unreasonable considering the unreliable service we've had to deal with, and it's not fair that they're trying to blame us for everything.

On 5/2, I hired National Design Mart to remodel my master bathroom, master shower, half bath, and laundry room. They made me pay the full amount before starting the job. They finally finished the contract on 9/30, which was one year and five months later. The total contract was $7,838.09, and I had to pay half upfront to order supplies on 5/2. Then, I paid the remaining balance on 5/16. So, National received full payment a year and a half ago and just finished on 9/30. They promised to complete the job within two weeks of the materials arriving, but that didn't happen.

I have some major complaints. First, they didn't order the correct amount of tile, and now they can't find or get more tile in the same color die lot. They also delivered incorrect materials, and their tile workers were incompetent. They couldn't lay the tile correctly, so water would puddle on the shower floor before reaching the drain. They had to tear out the tile five times, which caused tile dust to spread throughout the vent system in my entire house. They also left sticky residue on my carpet because they kept the plastic carpet protector on for too long. I've been living with a torn-up, unfinished master shower, a cracked jacuzzi, a misplaced jacuzzi faucet, an unfinished half bath, and an unlevel tiled laundry room with no backup tiles. They even broke my toilet.

The workers were negligent and cracked my two-person jacuzzi, which they replaced with a one-person size jacuzzi. The communication with National was very poor, and they never reached out after failing to send a tile cutter. They didn't follow up or respond to my inquiries about the finished job. The plumbers they hired informed me that they couldn't wait any longer for National to come and cut the tile, so I had to let the plumber install it. This is unacceptable considering the urgency and the amount of time this job has taken.

I had to take time off work multiple times for the tearouts and to search for a matching die lot. It caused me a lot of stress and sleepless nights over the past year and a half. I had to constantly keep in contact with National to get this job done, and it's unfair and unacceptable. I also had to spend money on cleaning up and dusting after the workers for each tearout. I had to get my vents and windows cleaned, and my carpet had to be cleaned too.

I have a long list of communications with National, but here are some highlights: they didn't order enough tile and delivered incorrect niche, shower seat, and curb color on 6/6. I had to personally go to Cleveland to pick up the correct seat and curb color because they misplaced them. The tile workers informed me on 6/12 that they didn't order enough tile, and I had to wait for a shortage order. The jacuzzi got cracked on 6/16 when the National crew workers put a toilet in it. The shower water doesn't make it to the drain, and there's a puddle before the drain. The tile is lower than the drain, causing the water to pool. I informed National on 6/18, but they didn't take any action. The half bath toilet got cracked on 6/19, and National told me to deal with it myself. The laundry room tile and half bath tile were placed too far from the wall, and the original baseboard wouldn't cover it. National needed to order thicker baseboard. On 6/22, they tore out the shower floor and reinstalled it, but it became unlevel, wavy, and had sharp edges from the mosaics. They had to tear it out again on 6/24.

I had no response from National regarding the cracked jacuzzi, even after sending them photos. They ordered the wrong tile on 9/23, and when they finally installed it, it didn't match the die lot and had a completely different texture. They had to tear out the shower again on 9/24 and reorder the tile and mosaics. I sent a letter email to the owner, Chris, on 9/26, but I didn't receive any response. I followed up on the jacuzzi and tile multiple times, but National never responded. I'm still waiting for them to address these issues.