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Naffco

1510 S Macdill Ave, Tampa, Florida, United States, 33629-5214

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Naffco Reviews (%countItem)

We hired Marco to install a wood floor in our master bedroom. The floor was to be installed on 6/28/19. When the subcontractor arrived to do the install he counted the boxes of flooring and said he did not think there was enough wood for the job. He was right. They installed most of the floor but did not do a large walk I closet. Marco salesman first told us that the manufacturer shorted them one box even though they were two boxes short. Next we were told one box was defective which it was not. We were told it would take a month to get more wood. Then we were told they would have the wood by 8/4/19. It is 8/7 and they refuse to give us a date to finish the floor.
We should have paid a little more and hired a reputable company.

Refuse to honor window shutters warranty

I bough window shutters for my bathroom on 11/209. This shutters have life time warranty, I called 10/31/2018 because they are damaged.When I called Naffco they send John the installer who after seen the shutter and taking measurements told me that the they were under warranty and that it will ready in 4 weeks. Since I didnt hear from them , I called back on 12/29/2018,spoke to Jenny who told me that she will look into it.On 1/10/2019 Maryann
told me that they cannot honor the warranty because it was water damage and the manufacturer wont honor water damage.I told her that before they (Naffco) sold them to me they Knew that it was going to be install close the shower and reassured me that the material will be water proof. I paid $1200.00 and they offered me to replace it for almost $800.00. Which is not acceptable because I can find other companies that will do the job for the same amount. complain # 2 I spend more than $20000.00 on kitchen cabinets and when I called Barry the sales person because th cabinets were chipping he send and installer who told me that they witll replace the doors...never happened and when I called again I was told that Barry will not talk to me because I was a Nasty person and that referred to another company in town and to the manufacturer.When I questioned what happened they hand up the phone

Desired Outcome

I will like my shutter replaced and my cabinets fixed. I will like to know how was I nasty and how did I treat them disrespectful . But most of all I want this company (Naffco) to stop advertising warranties that they are not ready to Keep.

Premium flooring purchased rapidly deteriorated. Company rep deemed installation, not product issue. Floor touched up once, continues to deteriorate.
$22k of Birch Wood Flooring purchased Jan-16 at Dale Mabry Location. Immediately completion of installation, we noted several chipped edges. Contacted salesman, who quickly deployed team to touch up. Flooring touched up satisfactorily. Over the following months, edges of flooring continued to chip away. Contacted store mid 2018, who deployed rep to survey flooring. Rep determined installation error, not product defect, resulting in item not being covered by product warranty. Rep deployed repairman to touch flooring up. Repairman touched up chipped ends within the month. Less than a month later, we noted several new chipped planks. Reached out to company rep, leaving several messages regarding new deficiencies. Rep will not return calls.

I am extremely dissatisfied with the product quality and customer service received subsequent to product installation.

I am concerned that the chipping is an ongoing problem, whether defective product or inferior installation practices.

Desired Outcome

Replacement and refund.

Naffco Response • Mar 11, 2019

Set up an inspection with the consumer for 2/26/2019, met consumer at their home.
The flooring in question was installed in Jan 2016. Upon inspection of installed flooring observed several planks that had chipping on the edge and planks that had previously been touched up. The planks that were touched up were done to the consumers satisfaction. Also observed scratches through out the installed flooring. The scratches are consistent with pet nail damage. The planks that have the chipping have scratches that traverses 2 planks at the chipped area . The chipped planks are cased from the pet nail damage. There is 1 plank under the couch in the family room near the leg of the couch. This most likely accrued when consumer moved couch. Consumer stated there were no issues with the flooring installed on the second floor. The consumer stated after the floor was installed in 2016 they were some planks that were damaged and repaired right away. Consumer had pictures and sent them to me . I observed the photos that showed 6 planks with damage . The damage is consistent with damage that could occur during course of installation which can happen and is not uncommon. Consumer contacted us in August 2018 and stated the had planks that had chipping. At this time the customer was outside of there installation warranty of 1 year by a year and a half. As a courtesy we went back and touched up the planks to the consumers satisfaction. The customer stated a rep from our company came out prior to the repair and inspected the floor and stated that the issues were installation related. We have no record of this and only my customer service manager and myself have been to the home and neither one of us made such a claim. Between Feb 2016 and august 2018 the consumer never contacted us about any issues with the installed flooring.
The manufacture Care and Warranty guidelines states:
CARE GUIDE:
PROTECTING YOUR FLOOR:
Use protective casters/caster cups or felt pads on the legs of furniture to prevent damage to flooring to minimize indentations and scratching.
Keep pet nails trimmed to minimize finish scratching.
WARRANTY EXCLUTIONS:
Indentations, scratches or damage caused by negligence, water moisture and saturation, animals, pebbles, grit, failure to use pads under rolling chairs or other furniture.
The chipping in the flooring are site related issues caused by the consumer and their pet. I found no manufacture or installation related issues with the installed flooring.
We feel no replacement or refund is due on our part for the damage to the flooring. Please feel free to contact me if you have any question in this matter.

Purchased door shutters under warranty.
panel doors, valance warped and Naffco will not honor it because their manufacture is no longer in business.
On July 1, 2011, we purchased 5 window shutters for the home; one for the sliding glass door. Invoice total: $3,228.56. Order# ***; lifetime warranty as long as we owned the home. By Salesman Jay L.. 2018 we remolded our home and needed shutters for our extension and the rest of the home. On 5/2/18 we purchased new shutter, with Jay L., totaling $2948.00. While he was at our home showing us the new products, we asked him to take a look at the existing sliding glass door shutter because it was falling apart. The panels have warped and the valance has separated. He looked at it and said he would send the installer out to take a look and see how it can be resolved. 7/19/18 Mike the installer came out and looked over the shutter and determined in writing that the document needed replacing. He wrote on document "Existing Bypass track shutter in dining rm customer wants replaced, shutter panels are warped & valance is cut to short. I suggest replacing entire unit (should be lifetime warranty)." When we spoke to Jay, about two weeks later, he told us that Mike told him the damage was from our house flooding. I told Jay he was lying; he did not say that to me. Jay replied that he did not see any indication of flooding when he came to our house to sell us more shutter; the consultation. He told us that he would take care of getting it replaced. He asked us to send pictures and a video of the product. We sent pictures and a video. He called back and said that Thomasville, the manufacture had gone out of business and there is nothing they could do. He would speak to his manager. 11/2019 I went to the store and asked for the status, he said he was working on it. 12/26/18, I went to the store and challenged him on his word, he said he is waiting for an answer. I asked for his district manager phone number. He gave me a number to the stores a accountant-which is the way she identified her position. She did not know why I was calling her, although she knew about the situation. I asked her to give me the district manager's phone number. I called Barbara, district manager-South Dale Mabry store, informed her that I was getting no results. she said she had heard about the flooding; I told her it was a lie, we remolded. She said she would send Tom, another installer out for a second look. 1/2/19 Tom came to my home, took pictures, and determined that "it was warped and it was not because of a flood, if so, the boards would be split and the house would have flooded to the ceiling because the warping is at the top track and valance. He would give his report to Barbara, the district manager." 1/04/19 I called Barbara, left a message with Heather, secretary. she would not return my call. 1/06/19 left another message, no reply. 1/07/19 Jay L. called and offered to pay for half of the replacement shutter; we would pay $1100. I said no. They called back 1/09/19 and dropped it down to $500. I called Barbara 1/09/19 and left a message on answering machine and offered $200. She has not returned my call. Called Barbara, 1/11/09 twice, left message with Heather. she has not returned my call. 1/11/09 called store location on Dale Mabry to get someone else that can help me. The rep. said that Michell, assistant to district manager has an email, but no one else in charge. I am now reconsidering my offer. I want them to honor their product especially because we purchased new products with them, not knowing the warranty would not be honored. I have not heard back from anyone.

Desired Outcome

I would like the entire unit (shutter and valance) replaced with a new warrenty from the new company. It must be done within 8 weeks, which is the time it takes to make and ship them. I am not willing to pay for it becasue I just purchased more products totalling 2948.00

Naffco Response • Jan 28, 2019

Naffco offers a one year labor warranty on the items we sell and install. The material manufacturers offer material warranties that are independent and separate from the warranty we offer. The manufacturer of the shutters the Dennards purchased in 2011 has since closed. There is no manufacturer, so there is no warranty. In an act of goodwill, we offered to share the cost of a replacement shutter with the Dennards, which would have been $1,100 for each of us. That offer was refused. We then, quite generously, offered to pay a larger portion, because the Dennards have been good and repeat customers. This offer was for Naffco to pay $1,700 and the Dennards to pay $500. They countered and said they would pay $200, leaving us to pay $2,000. That is not reasonable. The warranty is non-existent at this point and we were trying to extend a fair offer. We are not going to replace them for free as we did nothing wrong.

Customer Response • Feb 10, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response. Your comment "we did nothing wrong." Nor did we; and further, two of Naffco's representatives came to my residence to inspect the product, both of them said the product need replacing due to manufacture defect-one response is in writing. Also, Naffco's sales pitch is that the company will warranty the product as long as the buyer owns the house. There is nothing written about if a third party defaults, we have to live with a bad product. Your response, "This offer was for Naffco to pay $1,700 and the Dennards to pay $500. They countered and said they would pay $200, leaving us to pay $2,000. That is not reasonable." What is not reasonable is duping hard working consumers who spent close to $4000.00 more before finding out the real truth. And, am I to believe that the other shutters purchased, worth $2000.00 are not covered by a warranty? Lastly, your wrote, "The manufacturers offer material warranties that are independent and separate from the warranty we offer." We did not have any idea of a warranty offered though Naffco, nor were we offered one. We will take further action if needed.

We were never told that unopened boxes of flooring is non-refundable nor is it stated anywhere. The company claims they are too small to allow returns
After placing a large order for flooring totaling close to 2500 sq ft, we had a 6 extra unopened boxes left at the end as its common to order a tad more to make room for error cuts etc. Once I was finally able to find someone to help me (Brandon store transferred me to a man in Tampa) which that person very rudely said they don't accept returns (even unopened sealed boxes of wood flooring). I calmly asked for the supervisor's name and phone to which he said "I am the final person and I'm not taking it back" I explained that he NEVER told me the extra flooring was non-refundable and he said he is aware he didn't tell me that but tough luck basically. I called another store and got the general managers number I believe goes by the name Barbara. She wasn't exactly the most pleasant either but said she would call the flooring distributor and call me back to see if THEY would take the flooring back. I never heard back from her. I even called back multiple times and left voice mail and she never called back. The strangest thing of all is that they acted as though someone has NEVER tried to return a couple of unopened boxes of flooring.

Desired Outcome

I would like them to take my unopened boxes of flooring and one underlay pad and return our money as we were NEVER told that all merchandise is non-refundable.

Naffco Response • Jul 16, 2018

The majority of what we sell is custom ordered to meet our customers' needs. Mrs. ordered 32 cartons of laminate flooring and 7 rolls of underlayment at a total cost of $1,545 on February 20, 2018. We did not measure the home to determine the quantity, she told us how much to order. Mrs. then contacted us in early April wanting to return some leftover material. We told her we could not accept a return for custom ordered material. Since she persisted, we explained to her that some vendors will allow returns at no charge, some charge restocking fees and/or freight, some won't take anything back at all, some won't take anything back after 30 days but in an effort to provide excellent customer service, we agreed to call this particular vendor and ask if they would accept this material. The vendor said no, stating the order was over 30 days. We then called our local representative for this vendor and asked him to try to arrange a return for us. He call his manager and was not able to get him change the rule to allow this return. We then called Mrs. and told her the vendor would not accept the return and therefore we were not able to accept the return. We tried every angle we could to accommodate her aside from taking back material and loosing money. She has since posted negative reviews online and now contacted the Revdex.com. Ultimately, she ordered too much material and We did nothing wrong.

Customer Response • Jul 19, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Nafco never called me back to explain they could not accept the returned flooring as they state here. I called back multiple times and left voicemail messages. I had no choice but to file a complaint as they never returned my calls however the real issue here is that Nafco never explained that these are custom orders and never disclosed that unopened material is non-refundable. Florida law states the following concerning returns "Retailers that don't offer refunds must clearly display this fact at the place of sale". The man I spoke to who sold me the flooring stated to me on the phone that he did not explain the flooring is non-refundable but that doesn't matter. This does in fact matter as this is a violation of Returns and Refunds under Florida state law. For this reason, the company should accept the return.

Naffco Response • Jul 27, 2018

To set the record straight, she ordered 699.27 sf of flooring on 2/20/2018 and had previously ordered 1292.59 sf on 9/1/2016, 18 months earlier. She did not order 2500 sf and she did not order it at one time. Also, we have returned her calls multiple times. I personally was very pleasant and accommodating in my one phone call with her and for her to say otherwise is just untrue. After consulting with our attorney, the Florida Statute she references does not apply to custom goods AND returns have to be done within 7 days, so it does not apply. I considered taking the cartons back just to be done with this nonsense but at this point she is being a bully, posting bad reviews and untrue statements online and lying to the Revdex.com. She would have to correct these issues if we were to accept a return for which we would be loosing money.

Customer Response • Jul 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I am saddened that this has come to name calling. That is very unfortunate and not nessasary. My home is 2500 sq ft all flooring purchased through NAFCO but that's neither here nor there. My story has remained the same and has not changed. Of course I would put a negative review because I had a negative experience. I never got calls back and that's the truth. Again, back to the real issue at hand...I don't understand how this was a custom order? We ordered boxes of flooring that come standard and aren't custom in any way. Anyone else could use and purchase the unopened boxes we return as they aren't custom. They arent custom cut, custom fit, custom color or anything that a person would understand custom to be. They are standard flooring ordered in bulk boxes. We also were NEVER told the flooring is custom (as NAFCO claims they are somehow custom) can only be returned in 7 days and it's not on the receipt or disclosed anywhere. Something I'm sure the lawyer would like to know. I'm still baffled as to what "issues" I am supposed to correct? Nothing I haven said or done is untrue, NAFCO still has yet to admit to not disclosing their return policy nor have they taken responsibility for the fact that it was never once mentioned that this was a custom order or the 7 day return policy that somehow has magically become policy. Of course I will continue to peruse this until this is made right. I should not be the one loosing money here.

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Address: 1510 S Macdill Ave, Tampa, Florida, United States, 33629-5214

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+1 (813) 251-4908
+1 (813) 250-2933


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