FLOORS DIRECT

Purchased tile from Floors Direct to tile a living room, den and kitchen, about 600 square feet (the den was being used as a nursery for my 5 month old son). We decided to use our own installers because it was about half of the price of using theirs. We purchased a close-out tile that was supposed to be perfect quality but just something that they were no longer going to stock. It was a rectified porcelain 20" Tilecrest in Almond at $1.34/sq ft. We purchased and picked up the tile ourselves and had the tile installed initially in the living and nursery with the kitchen to be done a week or so later. I took my 2 children out of the house for the 2 days while it was being installed and my husband stayed at the house. After returning home to see the completed job, I liked the way the tile looked initially that evening although it was still dirty. That night after kids were asleep I cleaned the tile and quickly realized that there were 2 different finishes on the tiles, one was a smooth glazed finish and the other a dull, rougher finish. So although the tiles side by side looked identical they were clearly not the same. This was very apparent once tiles were cleaned and with the reflection of the sun. Upon calling David Carr, our sale rep at Floors Direct, he quickly informed us that they hold zero responsibility in the matter and that it is the installers fault, even though they are the ones that sold us the tile and loaded it into my truck. He told us that we could call Mike Carr, the owner, to see what could be done. Called Mike Carr on a Friday morning and seemed very apologetic and said that he would see what he could do to fix the situation and make me happy and he would get back to me by the end of the day. Meanwhile, I am stuck in the house with 2 kids and the house a complete mess because we didn't want to have all the furniture moved back if we were going to have to rip out the tile and redo the job. Well sure enough Friday came and went, the weekend came and went, Monday came and went. No word from Mike Carr. I wanted to give him the benefit of the doubt and an opportunity to research like he said but I called him several times and couldn't get an answer or call back. Finally I found out that he worked in the Altamonte store so called there and he answered. I told him who I was and was shocked that he acted like he didn't remember our conversation or who I was!!! I was beyond shocked at this point. He knew exactly who I was but pretended that he's been so busy and said that he has his own customers to deal with and didn't have time to deal with my situation. Really? This is the owner and they are still in business??? We are very nice and very understanding people but I couldn't believe that this was happening. So to make a long story short, this went on for weeks. Mike told me that I needed to take it up with David and David told me to take it up with Mike. Couldn't get answers from anyone and finally Mike informed me that they are not at all responsible since we didn't use their installers but since he is such a "nice guy" that he would offer to rip up the tile and redo the job at "cost". So let me get this straight. I just paid over $1500 for my living room and nursery and now I have to PAY to rip up the job and another $1500 to redo the job correctly, plus rip up at $1.50/sq ft. A job that should have cost $1500 is now going to cost me $3500 (because their cost for install is the same as what we paid). Awesome. So now I am stuck with tile that doesn't match because we just aren't in a position to pay that kind of money to redo the job. They did inform me that they would give us a $200 credit for the inconvenience because they're such nice guys. Not learning our lesson the first time and wanting to complete the kitchen, we went ahead and ordered tile directly from the manufacturer to make sure there would be no issues. Also, they convinced us to use their installers because their installers "are great and do perfect work and it will go smoother and if there are any problems they will be liable not us"..... So now the tile and materials are ordered and they will call to schedule the install when materials arrive. Get a call about 10 days later from Todd, installation manager, to let me know that the materials are in but that they can't find the grout. (We were up-sold the new Fusion Pro stain proof grout). So he said that they would look for the grout but he would order more just to be safe but since the install would be another 10 days out there would be no problem. Install was tentatively scheduled for a Monday at 10am. The Thursday before, we tried to call to confirm with Todd and if there was anything that we needed to do to prep and whether the installers cover up opening or if we needed to. Called again Saturday and still no call back. Monday morning arrives and we are not sure whether the guys are going to be there or not. I decided to head to lowes to get tarps and tape to cover the area just in case they weren't going to do it. At 8:45am while on my way to Lowe's we get a call from Dennis the installer stating that he would be there on 20 minutes. I asked whether they do anything to prep and he said no. Let him know that I was heading to Lowe's because obviously I have a house full of furniture and wanted to make sure the kitchen was closed off since they were ripping out old tile. Got back from Lowe's and met a group of 3 men. 2 of them left one to start the rip up. I asked where they were going with fridge and he said they could take it out the garage and I asked if I should measure and he said don't worry we'll take care of it. He started in the laundry room with door closed as I taped off the kitchen. I asked whether or not I needed to tape cabinets and he said it wouldn't be necessary. Spent over an hour taping any openings from the kitchen to hopefully keep dust from getting all over house. Taped both sides of the tarps so no chance of them coming down. Once the other guys returned they told me that they needed to take fridge though house so they would have to take down one of the doorways that I taped off. Another long story short for whatever reason they ended up taking everything that I had taped down and our house ended up completely COVERED in dust, including EVERYTHING in the drawers and cabinets. At this point they are finishing up laying the tile and ask me if I wanted to good news or bad news. They then informed me that the grout was not in!!! On a side note, I researched to try to get the grout somewhere else so we wouldn't have to wait and found out that the grout that Floors Direct was claiming to be selling us at "cost" at $68/bucket was $55 at Home Depot. Pretty sure now that they didn't give us anything at cost, looking back. Wow is all I can say at this point. Could it get any worse!?! Why yes, yes it can. Installers leave so they can work on another job so here we are left with an unfinished job, a house completely a mess full of dust and upon inspection of tile that is down, several sloppy mistakes. Oh and did I mention that they initially didn't order enough tile so they used EVERY last piece of tile. Time to call Todd again..... now even though he wasn't reachable at the beginning has apologized and has come up with a resolution (by the way first sincere apology since dealing with this shady company). They are going to come back and grout and finish the job the next day and order more tile to come back later to do the repairs. In the meantime we are stuck trying to clean this house top to bottom with a toddler and a baby to take care of. Not an easy task. A little bit of communication would have gone a very long way for us. Had we know what a mess we would have boxed up everything in cabinets and covered furniture. ;This would have saved HOURS of time. Dennis and crew return the next day finish up job, replace appliances (which are $25 a pop to move) and leave. Continuing the never ending cleaning and proceed to wash towels and what do you know. Whoever put the washing machine back didn't replace the drain hose so dirty water was spurted everywhere in laundry room, including the fresh grout. Do we have super bad luck or is this company the worst company in history? I think the latter. Not sure how Floors Direct is in business but you can rest assure that we won't be doing business with them again. Again, installers had to come back to re-grout the laundry room that next day but we were still left with several mistakes that they needed to come back the following week to repair. Once tile came in they returned and had to rip up a few of the tiles. There was a huge gap under the dishwasher that they just grouted (about an inch) and I also noticed that they didn't grout behind the fridge at all. I guess they had hoped that I wouldn't notice this. Fast forward to present, we are left and stuck with 2 horrible jobs in our home because of Floors Direct, and beat up walls, cabinets and baseboards that will all need to be repaired. I am not about to have the tile ripped out and create that dirty dusty environment again as we are STILL cleaning and trying to get the dust out as it was on every inch nook and cranny. We are just ready for this ordeal to be over. Tried calling Celeste, another one of the owners, as well. She emailed me an email that stated "I apologize t". I emailed he back letting her know that I didn't get the email correctly and never heard back. It is obvious that they could care less what we have gone through. Is this something that you would want to pay your hard-earned money for??? I don't think so. We wouldn't go through this nightmare again for a million bucks. Not to mention the amount of time that it has taken from our lives that could have been used to spend quality time with our young children, which as I am typing this they are stuck in front of the TV. This was a 6 week ordeal... time that we'll never get back.

Good Sales Staff. They even worked 4th of July. Stayed in Contact the entire time from start to finish. Did everything they said they would do. Will be going back each time the renters ruin the carpet.

The first install date, they were a no-show. The second install date, they were a no-show. They did show up on the third install date, but I had a terrible install. The installer did not remove all of the old vinyl around the edges of the room,he actually just put the new over the old, so the floor is not even in those areas. Also, 2 areas in the bathroom are cut about an eighth of an inch away from the wall. So, I get to view the new vinyl AND the old vinyl. The manager did not return calls, I got a manager from another store to help me. I did finally get my labor cost returned to me. I guess I am a glutton for punishment. I previously had them tile a porch ($693.75) and had a bad install. All the grout has pinholes. They do have good products and prices, but the two installers I got were the worst.

IT WAS NEGATIVE BECAUSE WE HAD SOME PROBLEMS WITH SOME BUCKLING AFTERWARDS. IT NEEDED REPAIR WORK, AND THEY DIDN'T FOLLOW UP WITH US AT ALL. THEY JUST DELAYED IT, AND WE GOT TIRED OF CALLING AND THEM SAYING SOMEBODY WAS COMING AND THEN BLAMING US.

THEY WERE A GOOD EXPERIENCE. I WOULD RECOMMEND THEM. THEY ARE A GOOD COMPANY. THEY WERE PROFESSIONAL AND PUNCTUAL. I HAD A REALLY GOOD EXPERIENCE WITH THE COMPANY. THEY CLEANED UP AFTER THEMSELVES.

THE SALESMAN THAT HELPED US WAS VERY KNOWLEDGEABLE, AND THE PEOPLE THAT INSTALLED IT WERE VERY GOOD AND VERY PROFESSIONAL. WE WERE VERY PLEASED WITH THE RESULTS.

THEY FIXED THE CRACK IN THE FLOOR TO PUT THE FLOORS IN. THEY WERE RECOMMENDED BY A FRIEND OF OURS, AND THEY THOUGHT THEY WERE GREAT. THE WORKERS WERE EXCELLENT, VERY PROFESSIONAL, AND VERY PROFICIENT.