National Floors Direct
Reviews and Complaints

Over a month ago I cancelled an order with National Floors Direct because I had second thoughts about what I wanted to do in my home. The salesman that came to my house guaranteed I had 3 business days to cancel without penalty and that I would get my deposit of $500 (check - because they do not accept credit cards) back within 10 business days. I have still yet to get my deposit back and have been told each time I called that I would have it by the end of the week. Each time the person I speak to gives me a different story. I will be contacting a lawyer on Monday if I do not have my money tomorrow. Also, After I cancelled the order I was bombarded by calls from the salesman and other sales people that kept lowering and lowering the price in order to get me to buy. They are the used-car salesman of carpet companies. Don't fall for their gimmicks...

these people refused to leave my house, past the point of awkward moving right into scarey. They way overbid at 2800, called his boss got it to 1800, wouldnt leave till i signed a contract. the carpet lasted 18 months and now all seams are coming up. the carpet has holes and fraying EVERYWHERE. the padding is cheap and lumpy. the edges are not fastened and bubble as well as fray. terrible. awful experience. rip off artists, after a complaint they called and sent me a warenty form. i filled it out, added pictures. spent my own money on film and development. spent more money shipping it. a month later they didnt respond, i called was put on hold for 20 minutes never picked up call, emailed yet again. still no response. they are likes thieves in the night. GO LOCAL! cheaper, better, nicer.
jason bird
waterford ct

They are so forcefull to sign a contract the date they showed up, they started the price from double and trying to thread me they will go for 15% with others pricematch, they took deposit which they never given me back upon cancellation of contract.
Total balony staff, worst customer service, no way next day installation, becasue products are not in stock, thereis no way they can do 15%price match.totally False TV ad.
They visited my place on July 22 and gave me an estimate of $1786.00 for carpet installation, They forcefully ask me to bind a contract I told them I have other people''s coming in to give me the estimate I can''t sign a contract until I see every one''s estimate.
Mark (Sales man) for very aggressive about his sale, he called his boss and they gave mew new price of $1286.00 and asked me I have to sign a contract before he leaves the site, after that discount will not be valid, I told him I do not believe in signing contract unless i see other''s number, he then offered if they give me less price than their quote they will do 15% price match. and with no obligation I can cancel my contract in 3 business days. that sounds toooooo good, alot of things were revolving in my mind, he sat down and talks so fast and started the paperwork, he asked me the installation day I said Friday afternoon, once he did the paperwork he asked me to pay a 10% deposit of $129.00 which he didn''t tell me before, I said that OK, i will pay you through credit card, he said only check or cash, I told him you didn''t tell me in the beginning that you don''t take cards, he apologized for his misrepresentation.
I signed a contract he then left, another company gave me $1050.00 price for the same job and material, written contract I told him with in 3 days that can they do 15% price match, he said they can only go till $1000.00 I run out of my 3 days contract which they forcefully signed by me now I am stuck with them with 1000.00 I said OK.
The installation people showed up at my house on Thursday morning I told them its not for today its for Friday.
On Friday they showed up at my place again 9:30am, I wasn''t home, I told them over the phone its in afternoon, I was very upset with all these miscommunication and discrepancies.
I cancelled my appointments after 10am and showed up at home, because they were waiting outside my house.
I was so upset so far with their customer service.
The installation guy asked me to pay first with Cash Only, before they start the job, I told them I need to talk to 800 number, becasue they didn''t inform me to pay first then start the job.
I called them and staff was very very rude, Guy told me if I don''t pay them first, he will cancel the order and keep my $129.00 for the material, I told them this is wrong they do every thing so forcefully, they bind me in a contract by saying that they can do 15% price match, which they didn''t do, then installation guy showed up on unscheduled day and time, I am very upset already now he is telling me pay first otherwise they will cancel the order, he said that''s what the policy is? Mark didn''t tell me to pay first, why they keep my money for the material which is not even used for any thing.
He said he can''t help me other than cancelling it, I told him Ok do that and I will report it to BBB, he said its OK with them they can take care of the complaint, but not refunding me my $129.00 back.

On June 19, 2010, my husband and I met with a sales representative from National Floors Direct, Mike M.; he gave me an "all in price of $1700" to replace the carpet in our basement after the Great Flood of 2010 in New England. I picked a carpet, but Mike couldn't show me a sample of the pad. However, he assured me I'd receive a good quality 6lb. pad. After my husband left the house, the price written on the contract was $1915.30, which now included tax - so I guess $1700 wasn't really "all in." A required deposit of 10% was the last thing needed to ensure we would finish restoring our flooded basement. Mike M. thought it would be better to round the deposit up to $315.30 (16.5% deposit), leaving a balance of an even $1600 at the time of install. I went along with it. On Wednesday, June 23rd, the installers arrived. Only one spoke English and could answer my questions. The tack striping was substandard and I was concerned as one installer started laying it down. I asked to see the other materials. The pad was thin, breaking apart in sections and certainly NOT a quality 6 lb. pad; (I cut off a piece and have shown it to several other carpet installers since; it's a poor quality 4 lb. pad at best.) I then asked to see the carpet. After inspecting it, it did not appear or feel to be the same quality as what I had chosen on the sample board. I immediately stopped the installation. The sales rep. called the house and tried to convince me to install it anyway, claiming it's exactly what I order, I'd love it when it's in and that National Floors does not "BAIT & SWITCH." Are you kidding me? Was that suppose to make me feel better? Not the response I was looking for. I cancelled the order with customer service and was told a manager (Bruce or John would call me back). Most of the day passed and I called again. I explained the situation again and customer service assured me the deposit would be refunded. When asked if I needed to do anything else, the answer was no, yet I still wanted to speak to a manager. I missed the early evening call from Bruce, and finally spoke to John a day or two later, when I was told my $315.30 ( by law) would be refunded in 15 days. I called on July 19 (4 wks. later) and was told nothing was in progress. I requested immediate attention on this issue and was promised by Frank he'd take care of it. Still, no check. On July 26, I spoke to Aaron requested a call from a manager when I was told, "the refund is in process." No call back. I called again on July 28 and had the sheer displeasure of speaking to the most unskilled manager, Bruce L., who tried to tell me I was "pointing fingers" when I reviewed the chain of events in attempting to follow up on a promised refund. He continued with how this was all my fault for not mailing in a cancellation form. Gee - this is the first time anyone mentioned the form and that my verbal cancellation and discussion with the other manager was not enough. Would have been good to know 5 weeks ago! He quickly disspelled any suggestions on what a customer should be told in the future to avoid any issues. He returned to his verbal assault that it was "not his problem" that I need to read all my paperwork - which I had, and inquired about at the time of cancellation. Since when does verbally bullying one's customers lead to resolving issues and closing a transaction on a high note? I'll spare any read the remainder of his obnoxious comments. When I asked to speak to someone else, as I wanted upgrade the quality of this conversation, he told me he was it; no one else above him. He wouldn't give me names of owners and suggested I "look it up" if I really needed it! Wow - am I really hear this? Now, I've taken to the internet and wished I found this site prior to my transaction. It appears that this company's "lack of" reputation is wide-spread. My hope is to save someone else all the trouble that goes along with dealing with this company. FIND ANOTHER SOURCE FOR YOUR FLOORING NEEDS!

After meeting with the sales associate for a free home estimate. We wanted to think about what we were quoted. First we wanted exotic hardwood which they advertise as having. Well they just discontinued it a month ago, can't get it. We were being sold on laminate, the Ferrari of laminates. This is a buy one room get the second free deal. The price was for 440 sq feet total so the real price should have been for 220 sq ft, $8600. 00. After the sale price it was 4800.00. After I offered to move the furniture and take out the old rug myself it was 4600.00. This offer was only good tonight, it is only for the first call to National Floors Direct. If we didn't want to give a deposit tonight, the price would change to the 8600. 00. He wanted me to sign a waiver that I reject the price. I refused to sign it. I explained that it doesn't say anywhere on the internet about having to make a decision the night the salesman comes out. Then after leaving in a somewhat rude manner he pulls back in my driveway, say's that the floor that we want is being discontinued and the new price is 3200.00 but we have to take it tonight. My wife explained that we want to think about everything discussed tonight (originally going from a wood product to a laminate product). He said WOW! and left. I can just imagine how I would be treated if they took my deposit.

This company took my money, sent a bunch of non-English speaking installers out with the wrong carpeting so I stopped them from installing it. National Floors Direct said they would resolve the issue and pulled the guys off the job. Tony (the supervisorfrom NFD) kept promising he would come out to resolve the issue but and stood me up on 2 occasions then he just stopped answering my calls. There is no supervisor above him. They have my $3700.00 and I still have a bare subfloor. I can't believe a frachise like the Red Sox associates with such a company -- they rip off people and pay big bucks to the Red Sox for advertising. STAY AWAY! Donate your money to a good cause instead.

Just a warning! Do not do business with this company! Something is shaddy about this operation. On two occassions we waited all day for them to show up and they didn't. The third time was a charm. They showed up but started the job at 5:00pm and didn't leave our house until 8:00pm. Don't expect after sale service because there isn't any. Once they have your money, you're history and they don't want to hear from you again. Don't expect a call back either because you won't get it. You have to chase them down. As for the illusive manager/owner, forget it. He doesn't have a name, doesn't have a direct phone number and they only way he can be reached is through his customer serivce reps emailing him. Sounds like the wizard of oz right?
I had an extensive amount of carpeting installed by this organization and spent some considerable cash. I expect a return call when I have an issue. That's what good businesses do. It's all about customer service and choices. With service like that, you can expect to see nfd filing for bankruptcy real soon.

Think and then think again about spending money with this company. If their price sounds too good to be true... There's a reason.

On 9/11/09 I had NFD install carpet in two rooms. The installer was rude, did a hack job, scratched my hardwood floors, told me to help the other installer empty second room and did not put most of my stuff back in its place. He also dinged my antique dresser and left a huge mess in the hall. Did I mention one of them used my bathroom and did not lift the seat! I sent NFD a letter with my complaints 3 weeks ago and still have not heard from them. Also, they advertise beating competitors estimates by 15% plus there was an extra 5% in September. There estimate was the same as the competitor, yet I never got the 15% or the 5%. Almost forgot, salesman said I was getting premium padding, it is not nearly as thick as my old carpet padding.

I have renovated 3 homes in my lifetime and I've dealt with many shady contractors but none have blatantly robbed me like National Floors Direct. These people take all your money before the job is started and then they install a material that is not what you agreed on. If you try to stop them they will call their guys off the job and you will evetually be completely ignored by them and they will keep all your money. The installers are 100% subcontracted - my group had never done an install for NFD before mine and spoke very little English - but even they knew it was the wrong carpet. This was the biggest horror show that I ever got involved in. I can't believe that they have not been on 20/20 for this scam. I am no longer a Red Sox fan due to the fact that they allow these scam artists sponsor them with their stolen money. DON'T DO IT and tell anyone that you care for not to either no matter what kind of deal they offer!

I just bought a house and wanted hardwood floors installed. We scheduled an in home estimate with National Floors Direct for a Wednesday night. We waited around all evening for them to arrive, and they never showed up. We decided to give them another chance and scheduled another estimate. The first quote we were given for Brazillian Cherry hardwood was $7300--we had previously received a quote from a competitor for $4500! After telling the rep this, and telling him we would not be doing business with them he left. Only to come back to our house 20 minutes later saying his boss had worked a deal for us: $4000. Though we thought it was fishy that the company could cut their quote by almost half, we agreed. We gave them a $400 deposit and signed an agreement for next day installation--yeah right. They called us the next day saying they couldn't get to us that day, they'd have to come the next morning. They also said that for our inconvenience they would give us a three hundred dollar credit.
When they called us the next morning to confirm they would be coming, we asked them what the total was on our account. The price they gave us did not reflect the $300 credit they were supposed to give us! Then they show up to do the job and while ripping up the old carpet they find particle board under half of the area (which you cannot nail hardwood to). The install guys tell us they will need to rip it up and put ply wood down. They called National Floors Direct because now the issue is--who pays for this? As the consumer, we certainly should not have to cover it after we were misquoted by their incompetant sales rep who did not have the sense to check the sub-flooring in all the rooms before giving us a quote. And also certainly not the men installing the floor who are subcontracted with the company. So the installer called National Floors Direct.
After two hours of waiting for them to call us back, and getting the runaround on hold being transferred from supervisor to supervisor, National Floors Direct basically told us it's not their problem and we will need to pay $1400 for removal of the partical board and the installation of the ply wood. Needless to say that was not going to happen. We had the installers take up the floor they had already put and put a stop on our deposit check (which cost us $25).
I will never recommend anyone do business with this company. Not only are they scam artists, they have zero customer service and are completely unreliable with meeting scheduled appointment times. DO NOT GET YOUR FLOORS THROUGH NATIONAL FLOORS DIRECT! By the way, if you look them up on the better business bureau--they have a D rating with 219 complaints filed against them. On the other hand, Empire floors has an A rating, which is why we have called them and are asking them to do our floors.

I ordered a high quality Shaw carpet. Though it was in stock, I elected to wait over a week for installation, so I could be guaranteed a morning installation. The day before installation, I called to confirm and was told they would call me the next morning but would not guarantee a time. I asked to speak with a customer service supervisor, and was connected to a person named Shirelle, who turned out not to be a supervisor. I asked the name of the owner of the company, and the head of customer relations, and she refused to tell me. (" We don't give out this information.") I googled and found a listing on the Better Business Bureau's web site that gave me all the information I needed (owner: Aaron Rosenberg. Customer Service Director: Charles Whipple) I spoke with Charles Whipple, and he arranged for a morning delivery. The installers arrived promptly, and di a great job, however, the carpet they installed was not the carpet I ordered. I confirmed this with the salesman, who checked the sample in the book from which I had ordered with what they had installed. The installed carpet and the pad (which was supposed to be the highest quality 8 lb. pad) were both flimsy builder's grade. I was never given a receipt or anything detailing what I had paid for, nor could they provide me with any proof of what had been installed. I phoned customer service from my home, and they spoke with the salesman, who told them about the problem. The customer service man told him "Whatever you do, don't live the sample book at the house."

I now have a call into Shaws (a rep from Shaws will verify that the carpet is not theirs), and also initiated a dispute with my credit card company, which will refund my payment until my carpet is replaced with what I ordered and paid for. (ALWAYS PAY WITH A CREDIT CARD. IT IS THE ONLY WAY YOU ARE GUARANTEED PROTECTION IF A SALE GOES BAD.)

I did some more searching on google and learned that the company is owned by a father (Samuel Rosenberg AKA "Steve") and his sons Aaron and Dan. Samuel had a similar company in New Jersey that was shut down for exactly the kinds of practices that are complained about her. He is not supposed to do business for a number of years, so now the new business is in his son's names. This is fraud across the board, and the company should be shut down. I will file complaints with the Attorney General, Department of Consumer Protection, and Better Business Bureau.

National Floors Direct is NOT accredited by the Better Business Bureau, and they give it a "D" grade:
http://www.bbb.org/boston/business-reviews/floor-laying-refinishing-and-resurfacing/national-floors-direct-inc-in-avon-ma-37103/
Here is the news release about Samuel Rosenberg's fraud conviction and the $1.3 Million he was ordered to pay in restitution to his defrauded customers.
http://www.nj.gov/lps/ca/press/superstorefraud.htm

Always pay with a credit card
Always demand a receipt showing what you ordered
If a company won't give you the name of the owner, that tells you what kind of business it is!

I have been waiting for over 4 months for my carpet to be installed. I originally set up the install for the next weekend, they cancelled "carpet was damaged". I rescheduled for the following weekend. They never showed. I called "They said they sent to crew to the wrong house, never bothered to call me. For the next 2 months continued to avoid my calls and complaints. I have sent them letters, filed complaints with the BBB and the attorney general. Tried cancelling my payment, all futile. National Floors Direct finally showed up one day at my house, and began working, 1 hours later, they told me they ran out of carpet and they would be back the follwoing day. They never returned. It has been 4 months. I have spoken with everyone in the company they are all ###, do not live up to there word, and try to screw the customer. STAY AWAY! do not be fooled by there prices...lack quality

I ordered a carpet that was supposed to have been installed last Friday. When the installers came (two of which did not speak English), they did not have enough carpet to complete the job. Rather than have them start and not be able to finish, and after having lost a day's pay waiting for them, I cancelled the order and told them to leave. National Floors then called me four times and finally I told them if they could come on Monday (today), I would have them do the job. Well, they never showed, claiming they were stuck in traffic. I guess since they do not speak English they don't know about alternate routes! The thing that upset me most is that I took the afternoon out of work, again losing pay, for nothing! They did not even have the decency to call me and let me know there were not coming! And now, to top it off, they said they will not refund my deposit! PLEASE, if you don't want to get screwed, DON'T call National Floors Direct!

First this company is owed by Arron Rosenberg he works there and is the biggest punk he push people around, Dan Rosenberg the brother in charge of making the sales rep not leave homes without a sale and a check. Steve Rosenberg is the father. Look this up america.
google Samuel Rosenberg state of New Jersey under Super floors and see what you see.
These people had a comapny the was put out of business because of complaints not returning customer money.
The same thing will happen again don't get mess up

Their policy states that if cancellation to the order is made within 3 business days then the customer should then receive the refunded amount within 10 days. I submitted my cancellation via certified mail within the three days of my order and know that it was received by them on 4/7, therefore per their policy I should have received my refund check for cancelled services on 4/21. I waited until 4/24 and called their 800# when I still had not received it. The woman I spoke with said it had actually just been issued on 4/24 and should recieve it via first class mail in 2 to 3 days. Therefore they had renegged on their 10 day policy, but I remained patient. On 5/1 when I still had not received the check, I called again. They said to give it one more day and then to call back on Sat. 5/2 and they would put it in to their accounting. I called again on 5/2 and a woman stated that she herself hand
writes the envelopes the checks go out in and was sure the check went out on 4/24. She would send a note to her accounting department and would call me after my mail normally arrives at 2PM on monday 5/4 to ensure I still had not received it. No one called on 5/4, so I called again on 5/5 and told the woman I spoke with this time the same information, she stated that she would check back with her accounting team and would call me back by the end of the day. No one called again. Today 5/7, one month after my cancellation was received by them I called again. After explaining all of the above to the woman that answered the phone, she put me on hold and then came back stating that the accounting team had been on vacation and they had just gotten back and were running checks again today 5/7. I asked why I had not been given this information previously as I had been told my check had been issued 4/24, and she said she did not know, so I said I wanted my check FedExed to me so that I was ensured delivery. She said she would have to check, she came back on the phone
and changed her response to say that my check had been cut on 4/24 and that she would have to go to accounting at the other end of the building to track it and have them cancel it. I told her that was the same thing I had been told on 5/5 and no one called me
back so I would hold. After being put back into their hold qeueu randomly answered by a few people and 40 min. later, she came back on the line and told me that Accounting was out of the office at a meeting and she could not aurthorize my check to be sent FedEx. So I told her to put me on with who could authorize, and I spoke to Charles her manager. He said they would absolutley
not FedEx the check to me and could provide no gaurantee as to when or how I would receive my refund. The only gaurantee he could provide was that my check would not be FedExed. When I offered to pick up the check, he stated accounting was now in an off-site location and he did not have their address. (so much for three people telling me they were on the other side of the building) I am now out $1000 with no gaurantee it will ever be returned to me. I have no faith in what anyone at this company says given all of the lies and stories I have been told. Don't give them your money. Even if you follow their refund policies if you change your mind, they take your money and never give it back. I've only asked that they FedEx it or send it to me via some traceable mail service, given the lack of faith they have instilled in me and they refuse! DO NOT TRUST ANYTHING THEY SAY.

I was to pay 5800.00 for a Armstrong Premium (7 layers of poly plus a layer of zinc) hardwood flooring as shown to me, my husband and the contractor on site. Beside the whole day of waiting for anyone to show up for install, they did not have the subflooring as ordered. They ran out and returned at 6:30PM thinking they were going to start at that time until there was a glitch again! They (NAtional Floors Direct) did not know the exact correct total BUT the plywood all 5 5/8" thick plywood cost by receipt $72.00 but they wanted me to pay another $400.00. I said when I was satisfied with the floor, since I had already paid everything else in cash and certified bank check, I would pay the $400.00 at the end when I knew they would finish the floor and do it correctly. No they wanted $400.00 up front, now 7:00PM and I simply said "time to go...come back tomorrow" In the meantime, I was able to confirm with Armstrong that the SKU number on the box of floorings left behind in my house was the "good", not better, not best premium, but the "good" without the high grade treatment. That found out, I had to call the police to have the installers leave my home without the wood because I had paid for it and it was my proof of "Bait and Switch". I cannot find the owners of the company. When I add a blip of info to their add from consumers on their website they do not post it. The answer I received from "Bob" the dispatcher in Wallingford, "Well I cannot tell what "they" pull off the shelves everytime" Bottom Line I have been in touch with BBB, consumer protection and Atty Gen'l office. BUYER BEWARE HERE! ? why they can have all those commercials and supposedly beat their competitors prices?

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.

12-14 business days for a refund has turned into over 31 days and still waiting for the refund. This has got to be the worst company that we have dealt with. They are unprofessional, they lie and they are rude. We believe that we are being "jerked-around" with because they know that we filed a complaint with BBB and Comsumer of Public Affairs of MA.

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.