Andrew M.

We ordered floors from National Floors Direct about two months ago and the experience from start to finish was not an easy experience and they have the worst customer service department I have ever encountered. They claim that they have a 90 day hassle free policy if the customer finds anything wrong with the floor after installation. This is a complete lie. I recently found a nice gouge in one of the planks and I contacted NFD to advise them of this. They assured me the visit will be a one time courtesy to either fix or replace the plank that is defected. This is on a recorded line. A tech was sent out earlier today and could not fix it. He then told me the plank will have to be replaced. Customer service just called me and explained it will about $600 to replace a small section and the gouge is not covered even though I was promised this would be taken care of. I plead with the rep that this is not what was promised to me and she showed zero empathy and was arguing with me the whole time. She even blamed me for not noticing this gouge during the walk through. Isn't this why there is a 90 day service guarantee? I even have a signed document that supports they would repair the defect. In fact, the whole dept at NFD shows zero empathy. This company is a giant scam and I am sorry I ever hired them. The floor was over 6k! I am going to copy and paste this report on every site I can think of to make as many people aware to avoid National Floors Direct. I have asked on more than one occasion to speak to a manager above customer service and they kept telling me there is no one other than customer service. I find it very hard to believe that a company this size does not have a customer retention/care dept. The owners of this company should be ashamed of themselves. I have requested a callback on more than one occasion from the corporate office and they have ignored me. DO NOT USE THIS COMPANY!