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.

  100 Messina Dr Braintree, MA 02184-6707

  
• 

  National Floors Direct

  9242 Hampton Overlook Capitol Heights, MD 20743-3850

  
• 

  National Floors Direct

  1501 Green Rd Deerfield Beach, FL 33064-1077

  
• 

  National Floors Direct

  22 Greeley St Merrimack, NH 03054-4429

  
• 

  National Floors Direct, Inc.

  4749 Distribution Dr Tampa, FL 33605-5921

  

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:08/13/2025

  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.

  Salesman came out from national Floor Direct and told us first there would be no subcontractors they never use subcontractors. That was a lie. Next he gave us a price of $2,000 unfortunately he wanted us to send $1,000 by ***** i did big mistake. Then when the installation date came on August 12th 2025 they told me I had to pay the remaining balance of $1,000 in cash to the guy before he started i told him I would finish paying them when the job was done they insisted that they will not even send anybody out i paid the guy when he walked in the door because he would not start the job he tore up some of the floor after 2 hours and left said people would be here tomorrow. August 13th 2025 two more people showed up and they wanted more money to finish the floor. They said the salesman did not include the plywood for under the floor. Neither one of the gentlemen folk English I kept telling them to call the company.

  

  Business Response

  Date: 08/19/2025

  National Floors Direct completed this installation on 08/13/2025. in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.

• Initial Complaint

  Date:08/04/2025

  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.

  On 7/28/25 National Floor Direct came to my home to install the flooring I purchased from them. When the salesman came to my home initially, I chose "coffee house tan" ( you can see the board with the option including coffee house tan), and the salesman stated it was "very" close to my hardwood floor that I currently have in my home. Upon arrival, the lovely subcontractor showed me a sample of coffee house tan that he was installing. I was working remotely, and when I came out 45 minutes later job was complete, and the gentleman was gone, and the wrong color floor was placed. Immediately called NFD, who proceeded to tell me this was the light "coffee house tan" and refused to rectify the mistake. After some back and forth, NFD offered to put another floor but I would have to pay an additional $600.00. I am just looking to have the floor I ordered placed.

  

  Business Response

  Date: 08/06/2025

  National Floors Direct cannot provide Ms. ****** with a free flooring replacement or refund at this time. National Floors Direct has already completed this installation in a manner consistent with the expressly stated terms of the written agreement between the customer and the company.

  As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk flooring products that were delivered by National Floors Direct. The customer verified the accuracy of the materials prior to the installation team beginning any work on the day of installation. 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 in attempting to provide an at-cost replacement and in a manner consistent with the content of the written agreement but we cannot replace the floor for free. We need to be paid for our work.

  Customer Answer

  Date: 08/06/2025

  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 

  I have attached photos of my floor and the color I ordered from the suppliers website, the difference is obvious . Whatever forms I signed was for the color I chose coffeehouse tan Not for any other color laminate floor so they would be null and void.  I have been gracious and offered to pay the $300 that they made mandatory to fix their mistake. The only thing Im looking for is to have the wrong floor NFD placed removed and  the one I ordered and paid for to be installed.  I am not being unreasonable.

  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,

  *******

   

   

  

  Business Response

  Date: 08/19/2025

  National Floors Direct has reached an agreement with Ms. ****** to replace her floor in consideration of a $300 payment. The agreement is attached for reference. 

• Initial Complaint

  Date:07/22/2025

  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.

  I had National Floors direct install flooring in my kitchen, dining room and basement. This company was recommended to me by my manager as he used them and had a great experience. The men that came were nice and did do a nice job on the floors but my newly painted and professionally cleaned home was covered in sawdust when they left. My manager said when he used them they cleaned up after they completed the job which was not the case for us. We spent a long time cleaning up after spending $800 on a cleaning service the week prior before we moved it. They also damaged my expensive dining room table when they moved it out of the room. The manager told me they are not liable for any damaged caused by them. He also told me that they ask customers to be ready for their crew prior to starting the job. Which would be acceptable if that was explained to us. We specifically told the salesperson who came to you house that we were moving in the week prior and asked if we should move any furniture. His response was no, they will move it for you and not once said they are not responsible for any damages that may occur and that we should move it ourselves. Had we known we certainly would have moved it to prevent this. After explaining all of this they still said there was nothing they could do. We are very disappointed to say the least. We did not sign any paperwork before the crew left as they could not find it. My husband found it in the basement the following day.

  

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  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. 

  while I understand you need to be paid for your work but I also need compensation for my dining room table that was damaged by your company. Your salesman told us we did NOT need to move the table and chairs and that the crew would do that. He did not state that the company would not be liable for any damages. Had we had known we would have simply moved the table ourselves. This is a terrible way of doing business. We just purchased our home and put a lot of money into it and your crew also dinged up walls and scraped up paint but I didnt even complain about that. They also left the house a mess. Everything was covered in sawdust! Nothing was covered or protected. I just spent $800 for a clean to come and clean the entire house. My boss used your company and he told me everything was covered and the crew cleaned afterwards and even swiffered where they worked. None of this happened when your company was at our house. At this point all we want is compensation for our dining room table that your company dinged up on both sides when moving it outside. There should have been better communication to us that they would not be liable and again we would have moved it ourselves. We didnt not sign the paperwork before the crew left either. If nothing is done is done about this we will take legal action.

   

  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,

  *******

   

   

  

  Business Response

  Date: 08/06/2025

  National Floors Direct cannot provide Ms. ****** any refund at this time. The customer entered into a written agreement with National Floors Direct that expressly outlines mutually agreed upon obligations for jobsite preparation, installer performance, and furniture moving.

  Regarding furniture moving & liability, the written agreement clearly outlines all expectations in writing, "ANY FURNITURE MOVED BY *** IS AT THE CUSTOMERS SOLE RISK. *** IS NOT RESPONSIBLE FOR ANY DAMAGES INCURRED. *** CANNOT BE HELD RESPONSIBLE FOR UNINTENTIONAL DAMAGE TO (OR THE EXISTING CONDITION OF) ANY PERSONAL PROPERTY INCLUDING FURNITURE, APPLIANCES AND FIXTURES OF ANY KIND."
  
  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: 08/13/2025

  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 are claiming the customer is to be prepared and move all furniture however I have an email that states you will move any furniture necessary.   Please provide this written contract that was signed that states you are not responsible for any damages. We never signed any paperwork once the job was completed as the crew could not find it. My husband found it the very next day.

   

  I would also like a response regarding the mess that was left in my home after completing the work. Nothing was covered while they were working. My kitchen was covered in dust and I paid a lot of money to have my house cleaned. As I previously explained, my colleague had used and recommended your company. He said the crew vacuumed and swiffered after they finished the job. Nothing was cleaned up after the crew finished the job while they were at my residence.

   

  
  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:07/21/2025

  Type:Sales and Advertising 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 7/17/25, we made a contract with National Floors Direct to have flooring installed in our kitchen to be done on 7/21/25. We were told by the sales *** that the installers would arrive between 8-8:30 am which we agreed to. We got a phone call on Friday 7/18/25 confirming the appointment but were told the time would be between 8-12:00. We told the person we had been promised an 8-8:30 time, but were told there was nothing he could do but we would receive an email on the morning of installation with a more specific time. We got the email saying the time was changed to 7;30-12:00. At 1:00 we received a phone call from the installer saying he was coming. We told him not to come because he did not arrive between the scheduled time frame. He said he was going to call his boss. At 1:30 he pulled up in front of our house, sat outside in the truck until after 2:00 pm. We told both the sales *** and the customer service *** that we needed a more specific time because we had other obligations, which the sales *** agreed to. We did everything they asked us to do to p***are for the installation but they did not uphold their end of the agreement. We told them we cancelled the order due to their lack of professionalism. We also stopped payment on the deposit check we had given them in good faith. We do not want to move forward with this company as they have very poor business practices, are extremely rude and disrespectful when speaking to customers and do not keep their end of the agreement. We were threatened that they would file a suit which is why we are contacting you for documentation and to protect ourselves.

  

  Business Response

  Date: 07/22/2025

  Natinoal Floors Direct arrived at this customer's home yesterday to complete their installation as contracted. The customer was either not home or refused to answer the door. We cannot cancel the order at this time. 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: 07/22/2025

  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. 

  [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,

  ********

   

   

  

  Business Response

  Date: 07/29/2025

  Natinoal Floors Direct arrived at this customer's home yesterday to complete their installation as contracted. The customer was either not home or refused to answer the door. We cannot cancel the order at this time. 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: 08/01/2025

  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 ************************************** did not uphold their end of the agreement, were very rude on the phone and outright lied to the BBB and us as customers about what they said and did/did not do. Due to their failure to comply I do not trust them, do not want them in my house and do not believe they will do the job correctly. [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:07/16/2025

  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.

  Contract signed on 7/5/25, corrected contract signed on 7/12/25. Paid in cash at beginning in the amount of $6,150. Paid for flooring installation and it was a subpar job, not finished, and no signature sign off.

  

  Business Response

  Date: 07/22/2025

  National Floors Direct cannot offer Ms, ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company has already initiated an installation warranty service for the customer to address any installation-related issues with her poject. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 07/22/2025

  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. 

  [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.] National Floors Direct sent an installer out for repairs today. The list of repairs the installer was provided from National Floors Direct was not a comprehensive list of repairs needed. Installer said there was nothing more he could do other than the caulking in the bathroom and left. 
  
  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,

  Rachael

   

   

  

  Business Response

  Date: 07/29/2025

  National Floors Direct cannot offer Ms, ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company has already initiated an installation warranty service for the customer to address any installation-related issues with her poject. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.
  
  
  

• Initial Complaint

  Date:07/02/2025

  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.

  Paid ****** for flooring and installation beginning of June 2025. Promised job to be completed on June 8th. As of today July 2 floors are still torn up with nails all over, company is unable to come up with a resolution and is not willing to refund any money. My daughter was also injured by nails left sticking up as well as damaging brand new kitchen cabinets with the attempts to cover bad work.

  

  Business Response

  Date: 07/10/2025

  National Floors Direct cannot offer Ms. ******* any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company is actively engaged with Ms. ******* and is servicing this floor in a manner consistent with the language in our installation warranty service process. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 07/10/2025

  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. 

  The floor as of today 7-10 has still not been properly installed/completed. The company states they don't have the product to complete the job and has left my home unsafe for my family with no resolution.
  
  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: 07/13/2025

  National Floors Direct has completed this installation and warranty service in a manner consistent with industry standards and the expressly stated language in the written agreement between the company and the customer.

  Customer Answer

  Date: 07/14/2025

  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. 

  After more than a month the floor is still incomplete as they say they are waiting on flooring material although we were told it would be a 1 day job. We have had contractors here more than 7 days which required missed time from work,  all stating national flooring would not provide more material for the completion. Meanwhile the contractors installed brand new trim we provided but than damaged it when ripping it off the wall and trying to re secure it. Contractors also damaged brand new kitchen even after they were told not to install trim on cabinetry. 
  
  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: 07/29/2025

  National Floors Direct cannot offer Ms. ******* any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company is actively engaged with Ms. ******* and is servicing this floor in a manner consistent with the language in our installation warranty service process. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  **

  The company ordered replacement materials to address the installation-related issue at this home. We are scheudled to return to complete the final repair / replacement service on 08/04/2025.

  
  

• Initial Complaint

  Date:06/27/2025

  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.

  The floor is cracking off in various spots , the flooring is in the bathroom , Kitchen, living room and dining room. I called customer service after reviewing the photos they said the cracking off is being done intentionally. When I asked to speak with a manager **** said no , managers dont talk to our customers terrible customer service and the sales man doesnt help once he has made his commission .

  

  Business Response

  Date: 07/01/2025

  National Floors Direct cannot offer Ms. ********* 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.  

• Initial Complaint

  Date:06/19/2025

  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.

  In 2024 we were supposed to have "well plade" carpet installed, and in 2025 we wanted the same carpet in the bedrooms. I showed the sales *** the previous contract and he matched it all up as you can see in both contracts. When installed we noticed the 2025 carpet was different. When we called the company and told them, they told us we had well made installed last year and well plade this year. The work order doesn't match the contract color. Our sales *** said the 84 is well plade, and the customer service *** confirmed it. The higher *** eventually figured out that the ************************************************************************************ 2025 which is well plade. We asked them multiple times to ***lace the 2024 carpet with the carpet on the contract and they said no and wouldn't let us talk to the higher management and were rude. They offered us $150, then $350, and finally $450 as a cost difference between the well made that was installed when it was supposed to be well plade. We paid for the well plade which is the nicer carpet, but received low end carpet called well made. We even offered to pay for the labor if they order the materials and they said no. All we want is the carpet to match like we asked, and the nicer carpet to be installed like it was supposed to. We didn't know it was wrong until 2025 when we had something to compare it to.

  

  Business Response

  Date: 06/23/2025

  National Floors Direct has reached an agreement with this customer to address the content of this complaint. The customer has signed an agreement with the company surrounding this matter and the complaint should be considered resolved at this time.

  Customer Answer

  Date: 06/26/2025

  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. 

  The "check" was never received even though ****** told me it would be here this week, but I was told today it takes 15 business days and hasn't processed, and I am being ghosted by ******, who also told me he opened a warranty claim for the carpet that was installed last year that's the wrong carpet color, and that he'd send me the claim number, and he never did. Coincidentally he's not there every day I've called this week or he's busy and hasn't returned my calls or emails. He is straight up ghosting me. Until the check is sent asap, and I have proof the claim was submitted, and it is being worked on,  this isn't considered resolved to me. 
  
  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,

  Jilianne

   

   

  

  Business Response

  Date: 07/01/2025

  National Floors Direct has reached an agreement with this customer to address the content of this complaint. The customer has signed an agreement with the company surrounding this matter and the complaint should be considered resolved at this time.
  

• Initial Complaint

  Date:06/11/2025

  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.

  THERE IS NO NAME TO CONTACT...NO HEADQUARTERS!!!!I HAD NATIONAL FLOORS DIRECT COME TO MY HOUSE TO GIVE ME AN ESTIMATE ON BUYING AND INSTALLING WATERPROOF LUXURY VINLE ***** FLOORING IN MY HOUSE. I HAD 2 FRIENDS JOIN ME AND WE PICKED OUT A *****.THE ONE WE PICKED OUT TURNED OUT TO BE DIFFERENT THAN THE ONE. WE. SELECTED. THE SAMPLE WE PICKED WAS DIFFERENT THAN THE PRODUCT LAID. THE PRODUCT THAT WAS LAID HAD TINY LINES ON IT. THE SAMPLE DID NOT.WITH THE STIATIONS/THE LINES THE *****S LOOK DEFECTIVE. IT WAS NOT. WHAT I. ORDERED BASED ON THE ***** I SELECTED.& NOT WHAT I EXPECTED.

  

  Business Response

  Date: 06/17/2025

  National Floors Direct cannot offer Ms. ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer if there are any installation-related issues with the project.

• Initial Complaint

  Date:06/04/2025

  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.

  I had an estimator come to my home and present me with an estimate for the works, and I issued him a check for 1/2 of the estimated cost, on April 10, in the amount of $1,757. I had 4 days to mail a cancelation, if I chose to cancel. I traveled out of the country on April 11. I decided to cancel the job, and tried to reach out to my estimator ******* *****, calling, texted, and left a voicemail. I tried to email another **** and received an Out of office. Therefore I sent an email containin a DocuSign envelope - the same electronical envelope that NFD shared with me with all the documents about the job - requesting a cancellation, on April 14th. The document clearly has an electronic date/time stamp. Sent to ********************************** *********************************** *********************************************************,***********************************************************, **************************************** I called the customer service, but reached only the call center, where nobody could help me. Upon my arrival back to the **, I called NFD again on April 18th. I spoke with a male **** but I do not have his name. According to him, my order was cancelled, and once the account payable will clear it, I will receive my refund. I asked if I still needed to send the hard copy, and he said no, order is cancelled. I called NFD again few days later and was informed that since I did not mail a physical hard copy of the cancellation, I will not get any refund. Given that I used the same DocuSign envelope, it has the date on it, and the email has a date/time stamp as well. Regardless, I printed the DocuSign document, along with all my emails, and mailed via ***** which was mailed May 28th. I have sent another email yesterday, and received a call today from ****. He refused to give me his last name or employee number, or his supervisor or another **** and repeating that email is not sufficient, and I mailed the cancelation too late, therefore no refund. All based on technicality with no willingness to help.

  

  Business Response

  Date: 06/11/2025

  National Floors Direct cannot provide Ms. **** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. The customer contacted the company after the expiration of the cancellation period and submitted a written notice to request that the order be canceled almost 5 weeks later than the rescission date. The order was already processed and cannot be canceled at this time. 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.