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Business Profile

Floor Materials

Floor & Decor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

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

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    Customer Complaints Summary

    • 258 total complaints in the last 3 years.
    • 62 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair 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.
      I purchased a vanity from them in September and upon receiving it noticed the drawer was broken. I have sent them multiple emails and only need a very small inexpensive piece to fix the draw. They continue to tell me they will send it to me but it has been months and they do not. Every time I contact them they just apologize and say they will send it to me. This vanity was for a customer and the customer has refused to pay because the vanity draw is unusable.

    • Initial Complaint

      Date:02/13/2024

      Type:Delivery 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.
      received 3 boxes of huge delivery BROKEN. Went to return them to store and they REFUSED to take them back, even after speaking to "store manager"

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair 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.
      I went to Floor and Decor on ******** in *********** **. I chose 2 different tiles and asked *** the salesperson that I wanted to purchase a sample. I gave the contractor the tile that I chose and he dealt with the contractor. I was out of the house 6 weeks in order to install the floor. At the end of the 6 weeks, the tile was very shiny and slippery and couldn't understand why. When I was left the remainder of the tiles, I discovered that **** sq feet was ordered of the same tile, same size, same pattern but shiny. This is not visible until you see it fully on the floor. I went back to the store and spoke with *** and showed her the sample that I had chosen and compared with what was delivered and she said she wasn't aware that it came two ways and states that she must have have entered the wrong SKU. She went to see the manager and told me that they would review it and will call me in the morning. She left me a message stating that no they delivered what I orders. Claims that I am the one that selected the shiny-lied--The sample that was written up and given to me was Ducale White ************** *********. What was received was Ducale white SKU *********.. I explained to her that my husband is in his 70th and he had just fallen and had broken two ribs in our home and that I would NEVER have selected a shiny tile. I was basically called a liar by the manager and this salesperson.Attached is a copy of the sample that ***, the designer gave me. I am very concerned with the future health of my family. I have already slipped 4 times but I was able to catch myself. Even my 27 year old son almost fell.This is not acceptable treatment of your customer. The total job cost is $92,000 and I am stuck with the worry that I can't walk in my own house.Case#******** was filed with the company and referred me back to the store. The manager, basically brushed me off. This is not acceptable and I will pursue this issue for settlement.

    • Initial Complaint

      Date:01/26/2024

      Type:Service or Repair 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.
      The floor is a defective product. Missed colored. Old glue is not holding the seems together. Stained ( which is supposed to be stain proof). Contacted floor and decor and not willing to just resolve the issues. They want me to spend $400+ on a flooring inspector to prove defect. This should be their responsibility. Only asking for store credit to replace floor.

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date of purchase: 01/20/2023. NuCore White ****** Ridgid Core Luxury Vinyl Plank, SKU# *********. Professionally installed by independent contractor. Within a month the flooring failed. Planks bowing, cupping and *************** system breaking. I attempted to work with *************************, Senior Leadership - Product Resolution and Floor & Decor ******************************************************************* **************************************************.Also, ********************* Product Resolution Advocate Floor & Decor ************ ************************************************** www.flooranddecor.com I was offered in store credit for the cost of the planking, excluding taxes in the amount of $1833.04.On Mon, Sep 11, 2023 at 12:41 PM, ********************************** <**************************************************> wrote:"Hello ******,Thank you for speaking with me today and I am glad you are back home from the hospital. As we discussed the vendor has reached out and wanted to extend an offer in the form of a Floor and Decor Gift card for what you spent on your flooring which was $1,833.04. If you would like to accept this offer please let me know so I can proceed in the next steps.Thank you,********************* Product Resolution Advocate Floor & Decor ************ Notice: ALL STATE FLOORING INSPECTORS ARE CONTRACTED WITH FLOOR AND DECOR ********************* - ****************** of ********* Floorcoverings Inspectors ********************* - Flooring Consultants and ***************************** *** ********************* - Institute for Floor ********************************* ***************** North American Laminate Floor Association ************************************************************

    • Initial Complaint

      Date:01/22/2024

      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.
      Defective Product

    • Initial Complaint

      Date:01/21/2024

      Type:Service or Repair 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.
      I purchased hardwood flooring from ***************************** 12/2020 and 5/2023, the same product color and SKU number. The flooring was installed while I was out of town. When I returned home, I discovered the floor color was drastically different and did not match the original purchased flooring. I went back to the store the manager advised that the store was not able to offer any resolution for the product and advised me to contact their customer care claims. When I contacted them they created a claim under product warranty when my concern was defective product. After providing pictures and a large amount of irrelevant information, Floor and Dcor refused to remedy the issue. I was forced to have the hardwood flooring stained to match the previously installed floors at a cost of $1548.00 and was forced to book hotel accommodations while the staining was being done, in the amount of $500.00, and asked that ***************************** to reimburse me a total of $2048.00. The response was: Thank you for contacting us about the floor installed in your home. In reviewing your claim for warranty consideration, we have determined that the color issue you are experiencing with your floor is not manufacturing related, and therefore, is not the type of issue covered by our warranty. Beautiful hardwood floors are a product of nature and therefore, not perfect. Every piece of wood is unique with naturally occurring variations in grain, color, mineral streaks, and knots depending on the species, age, and other distinctive characteristics of the wood. These natural variations are not considered manufacturing defects. In addition, our wood floors are manufactured in accordance with accepted industry standards, which permit grading deficiencies not to exceed 5%. These grading deficiencies may be of a manufacturing or natural type. When flooring is ordered, 5% must be added to the actual square footage needed for cutting and grading allowance (10% for diagonal installations). Sorry

    • Initial Complaint

      Date:01/17/2024

      Type:Delivery 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.
      I picked up a vanity on Monday in the Garden City store (order no. *****************). 2 F&D workers loaded the vanity into my SUV. They loaded it in sideways without informing me it would increase the risk that the marble top would break. They also removed padding from within the box to make it fit. The marble top was broken when I got home and removed the box. I called the store and spoke to manager *****. He was discourteous and aggressive and said I was warned by the workers (I wasn't); he has no explanation for the padding be removed; and refused a refund or replacement. I would like an immediate refund.

    • Initial Complaint

      Date:01/11/2024

      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.
      Ordered 300 ******** Spring Slate Tiles from Floor and Decor online on 5/10/23. The order was delivered on 5/17/23.At the end of July 2023, professional tile installers opened the pallet of tiles. Many of the tiles were stacked loosely and had been broken in transport. Many of the other tiles were so uneven as to be unsafe in a home environment. The installers said that the shipment was unusable.On 7/31/23, I submitted a damage claim for the broken and most badly warped tiles - a total of 92 tiles. Floor and Decor's ************* refunded me for these tiles and advised me to return the remaining ********************************* ********, ** - about 100 miles away - for a refund of the remaining tiles. They also advised that I contact *********************, Manager of the Floor & Decor in ******, ******** (where the shipment originated) to request a refund of the shipping charges.On 9/9/23, I sent a letter to ************** requesting a refund of $419.44 in shipping charges for this unacceptable order. I did not get a response.On 10/4/23, I sent a certified letter to ************** renewing my request for a refund and asking for the courtesy of a reply. I attached a copy of the first letter. I have not gotten a response.Instead of 300 good ******** Spring Tiles, I received a mixed load of several different tiles, many broken and warped. And professionals said the order was unusable. I should not have to absorb the cost of shipping, when the decision to send these was made by the retailer.

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair 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.
      Purchase date was 12/14/21 from Floor and Decor, *******, ** -Receipt attached. After the floor was installed gaps started occurring between the planks. The installer said it was the product. He installed Nucore in my master bed and bath and it is perfect. I submitted a claim to F&D and it was suggested I get a inspector to write a report of the problem, The inspector determined it was a product issue and he eliminated the possibility that it could be anything else. F&D sells the flooring as a DIY product, easy install. We hired a professional and they want to blame it on the installer?NOTE: The photo file was too large even compressed. I took a snip of photo 7 and attached it for your review. If you need the complete report, I can send it via email.

    Floor & Decor is NOT a BBB Accredited Business.

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