Complaints

This profile includes complaints for Floor & Decor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Floor & Decor has 74 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Floor & Decor

  2500 Windy Ridge Pkwy SE Atlanta, GA 30339-5677

• 

  Floor & Decor

  2233 Lake Park Dr SE Ste 400 Smyrna, GA 30080-8851

• 

  Floor & Decor

  610 Holcomb Bridge Rd Roswell, GA 30076-1712

• 

  Floor & Decor

  1056 Personal Pl Morrow, GA 30260-2267

• 

  Floor & Decor

  3853 Cleveland Ave Fort Myers, FL 33901-8601

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.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My husband and I went to the *********, UT location of Floor and Decor today. We found a waterproof vinyl flooring that we liked. The *** number is ********* Bristol Bloom waterproof laminate flooring for $1.69 square foot, brand is ***********. We were helped by a nice guy named ****** there. We were told that the store didn't have the 35 boxes of material we needed, but that we could put in a pre order, pay at the front, and when it was available we would be called. Seemed like all was going well, until we went to check out. We walked up to a register and a cashier was on the phone. She literally did a shooing motion for us to leave and go to another line. Super rude. We went to another line, that cashier told us to go back to the first line. I explained that the cashier was really unfriendly and wouldn't help us. Another cashier who was an older lady told us to come back to the first line. She was rude. She couldnt pull up the order. When she did pull up the order finally she couldnt interpret it and was asking us questions about pick up, who would call us, etc. We said we had no idea, shouldn't she know that? She got snappy and rude and said no because its not all in stock. We explained we knew that, and we're told we could come get it once it was in stock again. We tried to ask additional clarifying questions about pickup dates l, etc. And she ignored us and just kept telling us the price. We weren't confident in purchasing at this point since everyone had been so incredibly rude to us at the front end and unhelpful. We had to abandon the transaction and were really sad because we fell in love with this flooring. I dont think I've ever been treated so unkind just for trying to make a purchase. We would really like to get this flooring, but we are not willing to do business with the riverdale location at this point. We would like this delivered and the delivery fee waived as we attempted to get this in store but couldnt do to no one knowing what's going on.

  Customer Answer

  Date: 06/04/2025

  I am trying to make a complaint against floor and decor in ************** in order to get the delivery fee waived for flooring we were trying to order since that location is inept and couldnt help us. Is there a way we could get the flooring delivered from another location and the delivery fee waived? 23415462

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We were told to apply for a the stores credit card with a promotional rate of 12 months with 0% interest. After looking at our statements, we have been occuring interest over the last 9 months without being told why. After contacting the bank affiliated with the store, the bank said there is nothing they can do since the store was the one who didn't file the correct promotion.

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I initially made a purchase on an 18 month financing offer in 2022 which was paid through an automatic debit every month from my account. When ********************** changed their payment portal website, the auto payments stopped without my knowledge. because I was not receiving paper statements, I was not aware of this. The company called and we discussed what happened and I made a one time payment over the phone with them to settle the account. I was told that this had happened to quite a few people when they changed their website. I was given the amount of $1203.53 and I was told that would settle and close the account. Now, 2 yrs later a collection agency is harassing me & reporting negatively on my credit report saying that I owe them additional money for interest fees and penalties. This is unacceptable and extremely disturbing given the fact that I was under the impression that all payments had been received by the company and itwas not my fault that they changed the payment portal and did not receive the payment. They agreed and accepted those missed payments with the understanding that would settle and close the account. They never said they were going to then charge me and sell my account to someone else. The ********************************** that purchased this account has now said that they researched it and found it accurate. That is simply not true the fact that I sent them all the information and because this was a telephone call from floor and decor it shouldve been recorded and this information should be on record.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  One of the owners at ABS Cabinets referred me to Floor & Decor in *******. I purchased my tile from them; I purchased my grout from them; I purchased porcelain flooring from them that was used for my heated floors in my bathroom. After that project was done, I fell in love with the porcelain tile and the feel of it as you walk on it. I then have my contractor put the same porcelain tile through throughout my entire house. Also, I received exceptional customer service from ******** and ***** that works there. They made the remodeling of my home a fabulous encounter and adventure! I was so appreciative of them in the other staff of the exceptional customer service as well as the products where I brought a couple of friends in for their projects and they made large purchases.I just left the store, very upset and dissatisfied because the grout that was recommended for my porcelain flooring has crumbled. Its crumbled within a couple of days of placing it down and it was done by professionals. ************ had one of their employees install it in my bathroom with my heated flooring. I dealt with two gentlemen. The first one kept saying, he didnt know what I was talking about; hes never heard of that before; etc. It was all about him versus lets seehow we could help you and fix this. He then called for someone else who came and he told the gentleman I called you up hereso that we can tagteam her which was an insult. I told him I didnt need to be tag teamed I needed service! The other gentleman was not in at how can I help you mode either or how could we fix this. He told me to contact thecompany of the product, but I look at it as a Floor & Decor issue because youre the ones that recommended the product & sold it to me! That was not the level of service I expected. I left very upset and distraught. I did run into ***** as I was leaving and she was very helpful. Trying to look up ways of fixing it or alternatives to use. Thats what I expected when I first came.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Purchased *********************** Tile-a few weeks I noticed the tile has a film on it. I was told by the designer what to use on the floor. It did not work. The company has done an inspection report which some of the information the report is not true. They sent a cleaning company; they could not resolve the problem. I have not received a report from floor and decor or the company. I would like to speak to someone to help us with this issue. The issue has not been resolved.I appreciate your assistance.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On December 15th 2024 my son purchased vinyl plank flooring from Floor and Decor. A contractor installed the flooring approximately 2 months later. In March 2025 I went to the store to purchase more flooring. I brought a sample board from the previous purchase with me. I asked a salesman to help me find the same flooring. He showed me which flooring was the same and quoted me a price for the amount I needed to buy. Two weeks later I went with the contractor to purchase the flooring. After opening one box of the new flooring the contractor told me it was not the same as the sample I had shown the salesman. I returned to Floor and Decor and asked to speak to the manager. The manager claimed that my original flooring was not their product and my son must have purchased it somewhere else. I went home and found the transaction on my credit card that proved the product was purchased at Floor and Decor. I returned to speak to the manager again. He still tried to deny selling the product to my son because he could not find the transaction on his computer. Eventually he found the transaction. he offered to refund half the purchase price ($85) for the original flooring, but I had to spend $360 to replace my original flooring with the new flooring in order for the contractor to complete the installation. My complaint: 1. The salesman gave me false information. 2. The manager lied about the store inventory. When caught in the lie the manager only offered $85 instead of the $360 replacement cost. Resolution: The manager be reprimanded for his deceit and I receive the full $360.

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased luxury vinyl flooring February 2023. The floor started to crack, break apart, flake on the surface. I filed a claim on the warranty. They blamed it on the underlayment instead of the cheap quality of the flooring so that they didnt have to honor the warranty and denied my claim. I paid a lot of money to have the flooring installed and paid a lot of money for the material. All to have to spend more money. I feel ripped off. I would at least like to get a refund for the flooring. I originally ask them for a refund on the material and installation. DuraLux Midtown Charcoal Rigid Core Luxury Vinyl Plank SKU: *********

  Business Response

  Date: 05/07/2025

  The customer was advised to provide specific information on the installation and products used.  That information was forwarded to the manufacturer for review.  After review the manufacturer found that the underlayment used was not suitable and was the cause of the customers concerns.  To support the claim decision, the review letter and product installation and warranty guides are attached.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23248937
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  As a residential construction company, *******************, placed an order with ***************************** on our clients (Skinners) behalf. That order was not fulfilled in a timely manner or with sufficient communication when issues arose, which resulted in business loses in terms of product (we prepaid *****************************), administrative time trying to resolve the issues, loss of work as we delayed new projects, and our customer contract, which they ultimately cancelled after 6+ months of issues with *****************************. Timeline, ************************** emails, and cancellation proof uploaded. Additional receipts available for each date of communication.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  El da 30 ******** fuimos a comprar ********************** piso 40 bolsas de pegamento y 5 bolsas de cemento con color para la junta del piso. ***** me dicen que el pegamento Keraflex Plus que es el adecuado para el tipo de piso que queremos y realizamos el pedido con lo que ellos nos dijeron que era lo correcto. Como no tenan el pedido completo dicen que lo pedirn a la bodega y que despus lo recoja. El da 7 ******** recojo el pedido el cual ya estaba puesto en 4 paletas envueltas con plstico, 3 paletas de piso y 1 paleta de 40 bolsas de pegamento y 5 bolsas del color de la junta para el piso. Pregunto si es todo el material y me dicen que s que es el correcto y no falta nada. El da 16 ******** fui a comprar pegamento que falt y checo el recibo para comprar el adecuado. Al da siguiente me doy cuenta que el pegamento que lleve un da antes es diferente al que ellos me dieron cuando recog el pedido. Reviso y resulta que ellos me entregaron 40 bolsas del pegamento Keraflex SG las cuales yo no ped en ningn momento. Regres a la tienda el da 17 ******** y habl con ****** y me dice que me regresaran la diferencia del costo de los pegamentos pero para esto yo ya tengo instalados 1528 pies cuadrados con un pegamento equivocado el cual no es el adecuado por qu ellos me lo dijeron. ****** al saber esto me ofrece los *********************************************************************** problema el pagar la mano de obra para quitar y volver a poner el piso que ya est puesto. Y el da ****** sin avisar ni nada me llega un recibo donde dice que devuelven la diferencia del pegamento y con esto ellos ya no me ***** saber ms. ***** dicen que es problema del corporativo y que nunca han visto que el corporativo se haga responsable de estas cosas, que tengo que esperar ms ****** pero ps no tengo nada en casa para poder dormir y comer en ***** Prcticamente ellos dicen que el pegamento es el adecuado entonces estafan a la gente vendiendo pegamento que no se ocupa.

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Complaint Summary:I purchased porcelain tile from Floor & Decor for my personal residence in *******, **. After installation, the tiles began showing irregular white stains in most pieces. These stains are not part of the design, are inconsistent in shape and size, and appear embedded within the tile, not on the surface. They make the entire floor look dirty, damaged, and worn.A Floor & Decor inspector conducted a test using water and confirmed the stains reappear after cleaning, showing they are within the tile. However, the company denied responsibility, claiming the defects are part of the design, which is not true. There was no disclosure of such marks during the sale, and they were not present in store samples.This is a clear case of misrepresentation and material defect. I am requesting a full refund for the cost of the tile, installation materials and installation labor fee paid by us. I attempted to resolve this with Floor & Decor directly but received a refusal. I am now filing this complaint to request formal assistance. Regards