The Flooring America installation crew did a great job on the carpeting for our 2 bedrooms. They worked non-stop. Our interaction with the store staff was great as well. read more

I had a horrible experience. Be aware of the 25% restocking fee! If you're going to buy, make sure you are keeping!

Really pleased with the customer service. Christine and Jenny were a huge help when overwhelmed by flooring choices. Process went smooth and fast, installed in a day, all about three weeks after walking into the showroom for the first time. Thanks! read more

The woman who works there is either very shrewd or a complete con. I now have a $50 "gift card" which I was told was a deposit on taking samples home. I have never been charged to take home samples by any other home designer. Now I cant get my deposit back and I do not want to do business with such a shady deal. I am calling the Massachusetts AG office of Consumer affairs this morning. I do not think it is legal. After this I would never trust buying a product there. read more

I have had Flooring America do work in our home two times over the past four years - once installing a carpet and once installing kitchen flooring. Both times have been very positive experiences and the installation people were wonderful. However, I've recently (Feb 2009) needed to contact Flooring America regarding my carpeting. I phoned the store asking what the manufacturer's warranty on my carpeting was as there is some minimal damage and I was curious if it might be covered. Two weeks of no response prompted me to contact the parent company for some help. Here is an email from Joan, an employee of the Franklin America office, to another individual in the company. I've copied it word for word - and I believe it speaks for itself. When reading, keep in mind that all I asked for was a copy of the manufacturer's warranty... Hi Neil It is so sad when a customer believes the exact opposite of what your are trying to do. Since this lady called- I have been calling Belgium (Balta Inc), where the carpet is actually made trying to get this issue resolved. Of course the customer doesn't know this even though I left her two voice mails, explaining I am working on the problem and she will hear from us shortly. I think two week turn around is do-able when a company like ours, in business for forty long years, without one complaint going un-resolved has to put up with this kind of slander. Balta has been bought out by another company (as you know), and it has taken me over a week to finally get the right person to actually get back to me. Believe it or not I have been trying to get any information on this complaint since the consumer called. This lady bought Naturecore from us last year, and when she first called, I mistakenly thought she was calling about Naturecore and ordered the guarantee sent to her. I disconnected her once in error. (We don't hang up on people here), and she knows this. Her complaint is that a chair has actually worn through the carpet where it sits. I explained (probably should not have without seeing correspondence) the warranty covers manufacturer's defects not abuse from wear and tear. Anyway I just got some correspondence emailed to me today - and I included the trail of emails I have had from this company. It is wool carpet, manufactured in Belgium . I will send her a copy of this email so she will be in the loop. Tx joan PS I know most of our work is handled from American companies like Mohawk and Shaw so I assumed, once I found out Ms Mxxxx was talking about the carpet she bought, not the naturecore, that we could simply send out a mfg. Rep and let him look at it. Now it appears, we will have to look at the damaged area because no one is coming out from Belgium. It seems the problem is with a piece of furniture wearing through the carpet...so I suggested home owners might cover the damage. Let me know what you think Neil. Also, since she seems to be dis-satisfied with our service, an independent rep may be better!! Thank you for your help. We work 7 days a week trying to satisfy people with our lifetime guarantee on installation after the job is done, even four years later, but ....not good enough. joan@flooringamerica1.com 508 520 2626 24 hour service (usually) but not in this case read more

It was not a positive experience at the Franklin, MA location. The salesperson was not helpful and had a sarcastic, rude attitude. I don't think she was prepared for all of our questions which caused her to become annoyed. I don't mind if people aren't knowledgeable about their products. I DO mind if they do not treat their customers with respect. I would not recommend this place for that reason. read more

I worked with Joan and we couldn't be happier with the install by Gary. OHMYGOSH is my floor beautiful!! I shopped around the Franklin and Bellingham areas and I have no regrets going with Flooring America. We purchased Armstrong Rigid Core Floor for the kitchen into the bathroom on the main floor. Just lovely. The installation was flawless and we have received so many compliments by friends and even other professionals. Gary was up front with what he needed from us. There were no surprises. We are just thrilled! I will be going back for our living room and family room floors once our current renovations are complete. read more

If you want great customer service see Anthony. Not that other employees weren't helpful. I spent days looking at tile and flooring and was always welcome to take home as many samples as I'd like with a small deposit. Well worth it. Even though I couldn't make a decision after my umpteenth trip there they continued to work with me. In the end I found tile at another Franklin store and they quoted a price. did not like their customer service so I went back to Flooring America and asked if they stocked it and what price and it was $2.50 LESS PER SQ. FT. Of course I ordered it from Flooring America and it was delivered within a week. Great customer service! Try them. They are under renovation now but still open and opening with a new improved showroom. read more

Terrible treatment of customers.... I purchased a remnant piece (approx. 6x8) of vinyl flooring on April 30 to build a ballet floor for my 11 year old daughter. My daughter informed me yesterday (May 23), that she wanted a different type of flooring. The piece had been rolled out, but nothing else had been done to it. I tried to return the piece today, explaining the situation. I was told very rudely by the woman who works there that they wouldn't take it back. "We can take it and throw it in the dumpster, but we can't refund you." she said. I asked why and was not given an explanation other than I bought it at the end of April and now it was May 24. This was a REMNANT. I am pretty sure the profit margin on the piece was extremely high. When I mentioned that, the woman asked how much I paid for it, and I said $50. "Well, then, you got a great deal", she said. Very smugly she also said something to the effect of "once its gone, it's gone, too bad." What difference does it make if I got a great deal if I can't count on a company to take a return? Again, on a REMNANT (or, as it was written on my receipt, "reminence") piece of vinyl flooring, which they could easily resell tomorrow if the right customer walked in. As I walked in the store, this woman was on the phone arguing with another customer about installation, so maybe that got her in a mood...I'm not sure. All I know is that customers, no matter how small, should NEVER be treated the way I was in that store today. I am finishing the room above my garage this summer, for which I will need about 800 sq ft of flooring, not including the 18 steps. Clearly, I will not be contacting this store for it. read more

I honestly don't know how this place stays in business. Their service is terrible. The woman seemed nice enough, and did help us carry heavy tile samples to the car, but was uninterested in our project, and disappeared much of the time we were there. (We had to pay $50 non-refundable deposit on the samples, and the only way to get it back was to buy tiles from them). The guy, Anthony, could not have been worse. For example: 1) he copied my list of tile styles and quantities (see photos on Google review), but miscopied 'Bianco 4 x 12 - 252 TILES' as '252 sf' (which I'm guessing is his shorthand for square feet). So they delivered triple the tiles, and made us pay a 20% or $125 restocking fee, saying it was our fault, we should have double checked his invoice (note - we're homeowners, not tradesmen), and said that we had to pay because we had signed the invoice. 2) When we were shocked by the initial $4,000+ total invoice, he made no effort to review it, and when I suggested substituting one tile for another to cut off $400, he said no, it would only save $100. Finally he realized he was wrong and made the change. 3) Our tiler found out we were short 3 glass tiles, and so we asked Anthony if he could express ship them to us (from TX). He addressed them to a totally wrong street address to ship them to, and when the tiles never came, we called and realized his mistake. We actually had to track down this bogus address and try to get our tiles from some random strangers home! No apologies from Anthony, nothing. 4) We asked if he had a matching soap dish, toilet paper holder; Anthony moaned about having to look it up, found one that was the wrong color, stopped looking, said he knew that was all they had, sorry, out of luck. When we said we'd take it anyway, he suddenly found the right color, and grudgingly ordered it for us. When I asked my builder about this business, he said he had also had many bad experiences with them, and suggested we complete our kitchen and 2nd bathroom remodeling projects elsewhere. Ironically, we had used these guys a couple of years ago and got helped by the woman, who was somewhat better, but still left with the feeling that our business was a burden to them. --- Ugh, wish we had never gone back!!! read more

Worst purchase, worst customer service I have ever had. I specifically ordered wide carpet so I would not have a seam. The carpet was a different one narrow and lower quality than what I picked. I was at work while it was installed. The owner came to see the job and basically called me a liar. Owner offered me nothing for her salesperson's mistake. There are too many reputable flooring stores to bother with flooring America. The sales associate that made this mistake was related to the owner so it appears as nepotism at work. read more

I had no idea about flooring until I bought my new home and started shopping. I had visited Lowes, Home Depot, Payless Floors and some others. When I walked into Flooring America the show room blew me away instantly (thousands of choices). I had no idea where to begin, thankfully the sales people over there pointed me in the right direction, I brought a paint swatch and a piece of my counter top that was getting installed. Needless to say he gave me great suggestions and I went with a porcelain tile and I couldn't be happier. I have since gone back and purchased my whole upstairs carpet and the workmanship was as good the 2nd time as it was the 1st. I have suggested friends and family to go there, they definitely helped me out in an area I had no idea about. read more

Installation crew was on time and arrived in a new van with the materials and tools needed to update the flooring in my garage / mud room entry way. The two-man crew were friendly honest guys and worked fast. They had the old linoleum taken up and the new surface cleaned and prepped for the new linoleum in a half hour or so. They obviously came in with a plan and are an experienced team. Home flooring installation is a special hell for anyone but my installation crew are aces and this was a breeze. read more

A+ experience! I came in to the showroom confused, nervous and a little worried about buying new floors because I have never had to make this kind of purchase before. Flooring America exceeded my expectations as a flooring store. The salesperson took the time to explain the differences between the many products and educate me so that we could find the wood, carpet and tile best for me, my family and my home. I would definitely recommend them and use them again. -Kate W read more

We had a great experience last weekend at Flooring America. We went in on Saturday and that evening someone had already come to our home to measure our carpet and by Tuesday, our beautiful new carpet was installed. We would recommend you check out Flooring America...ask for Anthony! read more