National Floors Direct Reviews

Our installation was confirmed multiple times for March 30. We took time off work and prepared our home, only for them to cancel at the last minute. It was rescheduled to April 2, forcing us to take more time off. On April 2, the installers arrived very late despite an 8 AM promise upon reschedule. Shortly after arriving, the main installer left for several hours, leaving one worker to handle a five-room job and staircase. When he returned, they rushed to finish well past the guaranteed completion time, resulting in poor workmanship, damage to our home, and an incomplete job.

They left nails and staples exposed all over our staircase, creating a serious safety hazard for our small children and pets, and left large piles of trash in our driveway despite being contractually obligated to remove it. During the installation, the crew repeatedly told us they were subcontractors and that the issues were “not their problem”—directly contradicting what we were told during the sales process, where we were assured subcontractors would not be used.

After hours of being belittled and misled on the phone by a “manager” named Doreen, the company sent the same installer back on April 8. He arrived defensive, argued throughout the visit, and repeatedly called us “crazy” for questioning the work before storming out without resolving our biggest concern, safety with our staircase. The workmanship issues remain significant. In the master bedroom, the carpet was originally cut too short and “fixed” by gluing a 1.5-inch strip and stapling another piece on top, leaving uneven, peeling seams. In the family room, there is a large, highly visible “T” seam placed in the middle of the space. The installer blamed us, claiming we should have paid more for additional materials—despite us paying the quoted amount, suggesting they under-ordered and pieced together scraps.

Additionally, the salesperson admitted they failed to include our staircase measurements, which is why the stairs were left unfinished with exposed nails and staples for over a week, with no clear resolution or accountability. We have extensive photo evidence of all issues, yet National Floors Direct continues to side with the installer—who is neither an employee nor the certified professional we were promised.

At this point, we have lost work time for three full workdays and will likely lose at least two more trying to resolve this not to forget the hours on the phone trying to just get what we ordered and proper installation. Communication has gone from overly aggressive during the sales process to dismissive and unhelpful afterward. We have received no apology, no compensation, and no accountability. This experience has caused major disruption to our home and family. National Floors Direct uses high-pressure sales tactics but does not stand behind its work. We strongly discourage anyone from using them.

Original Review: I am extremely dissatisfied with my experience with National Floors Direct. From the beginning, their sales process felt misleading, with representatives making large promises and offering so-called “discounts” that created pressure to commit quickly. After signing the contract, in our case on March 14, 2026 communication became excessive and borderline harassing, with repeated calls and emails to confirm installation readiness. Despite this, the company failed to uphold their own commitments. My original installation date was confirmed multiple times for March 30. I rearranged my home, moved all belongings, and took a vacation day from work to accommodate this. At the last minute, I was informed the installation had to be rescheduled, leaving my home in disarray with no consideration for the inconvenience caused.

The job was then rescheduled to April 2, which again required me to take time off work (which involved a lot of schedule reshuffling) and continued household disruption with an infant and a 3-year-old leading up to a holiday weekend. I was promised an early arrival (around 8:00AM), but on the day of installation, the crew was still over an hour away well past the scheduled time, despite the scope of work involving multiple large rooms, closets, and a stairway. Throughout this entire process, the company has taken no accountability for their failures. Instead, they make the customer feel as though they are the problem. At no point did they offer any meaningful resolution, compensation, or acknowledgment of the inconvenience they caused.

When I attempted to escalate the issue to seek a resolution, the so-called highest level of customer service was dismissive and unhelpful. I was repeatedly belittled and told that the situation was not their responsibility, despite the fact that we were clearly misled and significantly inconvenienced. I was also denied the opportunity to speak with anyone else who could have a meaningful conversation or provide real assistance. As a result of their lack of reliability and professionalism, I have now lost two valuable vacation days from work. This situation has created unnecessary stress and disruption for my family, and it is clear the company has no regard for their customers’ time or living conditions.

Given this experience, I am now also concerned that the quality of the products may not match what was promised during the sales process, and that claims about certified installation teams may not be accurate. This experience demonstrates a complete lack of accountability and respect for customers. Once the contract is signed, the customer is left at the company’s mercy, with no reliable scheduling or meaningful communication. I would not recommend National Floors Direct based on my experience.

When the installer finally arrived and began working, they removed the carpet in one of my three bedrooms. At that point, I received a call from the office stating that I needed to pay an additional $700 due to the floor not being level, although they said they would “discount” it to $400. This was very frustrating and questionable, as they made this determination after only seeing one room with minimal issues, before inspecting the rest of the area. I felt pressured to approve the additional $400 charge, and there was no acknowledgment of the inconvenience caused by the initial cancellation or the extra days I had to wait.

To make matters worse, when they returned on Saturday to do the installation, they brought the wrong color for the stair nosing molding trim. As of today—six days later—I have not received any communication to reschedule and complete the job. Overall, this experience has been extremely frustrating due to poor communication, last-minute changes, unexpected charges, and incomplete work. I would not recommend this company based on my experience. See the picture of what the installer did to temporarily to my stairs instead of installing the correct way.

Communication was excellent throughout the process, the work was completed on time, and the crew cleaned up thoroughly each day. The quality of their work also made it incredibly easy for us to move directly into the next phase of the project—having the house painted—without any additional prep or rework needed. The finished floors look fantastic, and we truly appreciated how respectful and accommodating the entire team was. Highly recommend!

The installers came early, worked quickly and efficiently, and completed the job in 1/2 a day instead of a full day. They laid the carpet beautifully and everything still looks brand new after 2 months, moving furniture, and 2 cats testing the carpet. We had such a great experience with NFD we re-hired them for our vinyl floors and have been similarly impressed. If you're looking for carpeting to be done in MA, I highly recommend National Floors. I received a gift card for my time in posting this honest review.