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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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Floor & Decor has 74 locations, listed below.

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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:01/05/2024

      Type:Sales and Advertising 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 bought a laminate floor from Floor & Decor in **** - AquaGuard Engineered Hardwood ( Floor & Decor main office is in *******), and received the promise the floor would last for years and had a 15 year warranty, water protected, engineered hardwood... The floor has been in for 1 1/2 years and it is all cracked everywhere. The installer says the product is trash and that is why it is all cracked, not an Instalation problem. Several installers came in and confirmed the product is the problem and not the Instalation. One installer broke a piece of the laminate with just his finger, so as you can imagine, if we walk on it, it cracks. I have almost 3 thousand square feet of this installed in my whole main floor and no money to replace it. The other day I had a terrible fall from walking on a floor that cracks and the parts comr up, very unsafe, and I had two back surgeries, so you can imagine the risks involved with that. I called the store several times. After they transfer me several times, someone promises a call back and nobody ever calls. Ive been in the store and they tell me the person is not there and that the person will call back and the person doesnt. The last time I was transferred out of state I think, and they said I would have zero luck getting these parts replaced, and she denied helping me with a replacement. She said someone would come see the floor and nobody came. This was months ago. I started having problems with this floor within a few months after it was installed. Time is flying and my Instalation warranty already passed from an independent installer who could have installed the replacement, but Floor & Decor denied helping me. Floor & Decor in ****** has been so deshonest with me. I dont know what else to do. Im pretty desperate about this. My floor is all cracked everywhere with no exaggeration. Please help me.

    • Initial Complaint

      Date:12/15/2023

      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.
      We PAID for a product that we did NOT receive.We contacted and complied with all of the excessive and elusive processes and procedures, rules and requirements by ***************************** to obtain a refund for a defective product only to be smugly told, after meeting and tolerating an unnecessary delay of 2-months without a home; so sad, too bad, case closed (see attachments).The sole purpose of the senior leadership team at F&D is to deceive consumers, not serve consumers. We discovered this after being bullied and belittled through our rejection of our right for a refund for a defective product that F&D is the manufacturer of NuCore; even though, the senior leadership team at F&D portrayed themselves to us that NuCore is NOT part of F&D so that they can claim that the manufacturer is the one denying the claim, not F&D, when in fact F&D is the manufacturer of NuCore and is responsible for NuCore product defects.This is a clear case of fraud, theft, and internal collusion to rip-off consumers of thousands of dollars with defective products through intentionally designed deceptive processes, polices, and procedures with NO intent to refund any compensation for defective products. NOTE: The so-called third-party out-of-state inspection companies of which one has NO address, is clearly biased, controlled, and hired by F&D to support their rejections of claims (see attachments).Any business practice that takes pride in their BBB F ********************** and makes smug remarks toward honorably discharged veterans with service-connected disabilities (trouble with hearing and writing) is indeed being overlooked by consumer protectors (it now makes sense why F&D does NOT offer veteran discounts like their competitors).We would like an immediate refund of our F&D defective product of which we complied and satisfied every excessive bullying and belittling request by F&D. Respectfully, ************************* Total loss $10,296.76

    • Initial Complaint

      Date:12/11/2023

      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.
      Will continuously have problems with Floor and Decor not having the items available that we have purchased that are supposed to be at the store or when sending us something they're only sending us partial we have continuously had problems with them for the past year we bought some very expensive vanities that we couldn't get them to get shipped out they kept giving us different dates and they finally got here and finally when they got here they didn't have any of the hardware or fixtures that come with them we paid over $2,000 for this stuff and we are tired of them they need to get us our stuff immediately Pronto overnight right now this store is already a rip off they're overpriced and they do not own up to their word nothing is ever ready when it's supposed to and you're never getting what you pay for(we paid $2702.15) for these **** vanities not to mention the other more than 2K for flooring that we had constant issues with them about and ended up having to drive to ************** from ********** ******* to pick it up because they couldn't get it together at the ******** store which is an hour from us still they've been inconvenient and they are rip off we want the rest of our items

    • Initial Complaint

      Date:12/05/2023

      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.
      My husband and I purchased the floor in April 2023. We got it installed the floor looked very different shades of color and they were popping up and separating. They were also cracking and in the middle of the flooring itself. I called floor and decor in ************* where I purchased it and asked if I could file a complaint on the floor at the time the manager Said to me it it duralux floor I said yes she told me we have been having problems with that floor So then she sent me over to the warranty department Opened a claim number ******** The gentleman helping me with that is ***************************** Project resolution advocate ************************* telephone number is ************. The address is **************************************************************************I sent him all the pictures. Everything that was done to the flooring, told him that there was a problem with the coloring of the picture, and then the flooring itself it was popping up it was good He then suggested after sending him all the info that I contact a inspector to inspect the flooring which would cost me $800 case number ********

    • Initial Complaint

      Date:11/29/2023

      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.
      We made a purchase at F&D countryside on 11/14. Part of our purchase was coming from their Tinley location. There was miscommunication and delivery was set up. Our contractor canceled it and the load still arrived. When he made it to ****** for pick up they said it was delivered and our receipt reflects an almost $400 charge. **** at CS location said contact ****** for refund. Im still waiting on a call back. Again miscommunication. Seems like my message was never passed on. I just want my money back as a trailer was rented and now its double the expense.

    • Initial Complaint

      Date:11/27/2023

      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.
      Ordered a Mirage-X ****** Frameless Sliding Shower Door for $809.99 on 11/9/2023. On 11/16/2023 received an email that it was shipped, with tracking number. The tracking number is still shown as unrecognized by the carrier R&L 11 days later. Called R&L and they said there is no record of any shipment with that tracking number or even going to my zip code. Called Floor and Decor customer service (had to ask for sales to speak with a human) and they would not give additional information, just said to continue to wait, did not acknowledge that this is a problem. No option to cancel order online. My contractor is held up because of very poor business practices at this company.

    • Initial Complaint

      Date:11/24/2023

      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 was specifically told before I purchased from them that they price match. I sent them the competitive pricing and theyre making up lame excuses for not honoring their price match guarantee

    • Initial Complaint

      Date:11/21/2023

      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 in ********** ** on Monday 11/13/23. I bought 335 sq ft of floor tile costing over a ******** dollars. The cashier called to have it brought out and she told me I would have to wait 3 hours for assistance. I explained to her I had an installers waiting on me and needed them now. I requested to speak to manager to assist me in loading it myself. The manager told me she couldnt let her people help because she was short staffed but I could load it myself. I am 59 years old but was willing to ******* boxes of tile myself. I put 18 boxes on a cart that was on the floor and opened another pallet to get the other 10 boxes. The manager came around the corner yelling at me and said I created a safety hazard and had to leave the store. I refused to leave without my tile so she called the police. I wanted an insident report as proof of the disrespect toward a paying customer. A third party customer gave me his number as a witness to the managers awful yelling and unprofessional response toward a customer in need of assistance. I contacted their corporate office and was told I would hear back within 24 hours. As of today I have not heard from anyone. The store did give me a refund and no tile. ( not my choice )

    • Initial Complaint

      Date:11/20/2023

      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.
      We have purchased hardwood flooring from Floor & Decor. Based on the sample we saw at the store and product description we purchased the product. When we started to have it installed the product was faulty. One side of the hardwood board was thicker than the other and the board it self was not straight. When we came to the store the manager advised that we are not able to return the product and need to contact their customer care claims. When we contacted them they told us we need to hire and inspector out of our pocket and the flooring inspected and then they will decide what needs to be done. So after spending thousands of dollars on a horrible product, we need to spend additional money just so we can prove their product is of a very low quality. Not bad of a deal for the store. Sell horrible product and make it so difficult for the client to resolve the issue that they will never be able to return it.

    • Initial Complaint

      Date:11/06/2023

      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.
      Product: NCR 16X32 8MM STRADA MRB TL CB | ********* | Gray | 700 Luxury Vinyl Description: Tile | Floating | Rooms Installed: kitchen, dining room, living room, foyer, hall, and office Product is a 16" x 32" luxury vinyl tile ****************************** proprietary brand product NUCORE was defective and this was noted in the 3rd party inspection paperwork.Quest Inspect: (F&D sent out 3rd party Inspection)Claim Number: ******** Inspection Date: 1-3-2023 The facts from the attached report-Inspector Observations: Inspection revealed noticeable ledging occurring throughout the installation.Conclusion: Inspection revealed a connection issue with the product ****************** CFL ***************** Director would not agree with this and did not escalate any higher for resolution. (Findings Letter attached)The installation, moisture levels and subfloor are not blame here, there is a clear manufacture defect with a percentage of the flooring that was purchased, and this fact is clear in the inspection report, yet we were not able to talk to anyone other than Terress M. Floor & Decor does not honor their return policy and does not escalate when needed.

    Floor & Decor is NOT a BBB Accredited Business.

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