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Business Profile

Floor Installation

Floor & Decor

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:08/01/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Tell us about your problem Date of the transaction:06/16/24 Amount of money paid:595.89 Business commitment:Floor & Decor committed to provide high-quality tiles suitable for bathroom installation.Nature of the dispute:On 06/16/24, I purchased several tiles from Floor & Decor with the intention of installing them in my bathroom. However, upon attempting to cut and install the tiles, my contractor found that they were extremely thin and brittle, making them impossible to cut without breaking. We attempted to cut several tiles, all of which shattered, rendering them unusable.Attempts to resolve the problem:I contacted Floor & Decor in 1 or 2 weeks to explain the issue and request a return or exchange for the tiles. Unfortunately, the store refused to accept a return or provide any form of compensation, despite the tiles being clearly unsuitable for their intended purpose. This refusal to assist has resulted in significant inconvenience and additional costs, as I now need to purchase new tiles and have already incurred labor costs for the failed installation attempts.Desired resolution:I am seeking a full refund of [total amount paid] for the tiles purchased, as well as compensation for the additional costs incurred due to the poor quality of the product. I believe this is a fair resolution given that the tiles were not fit for purpose and could not be used as intended.Advertising details (if applicable):This issue does not directly involve advertising. However, the product description and in-store marketing suggested that these tiles were suitable for bathroom installation, which was not the case.

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