Complaints

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

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Floor & Decor has 74 locations, listed below.

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  Floor & Decor

  2500 Windy Ridge Pkwy SE Atlanta, GA 30339-5677

• 

  Floor & Decor

  1200 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-7557

• 

  Floor & Decor

  6681 Stanford Ranch Rd Unit 631-1 Rocklin, CA 95677-2644

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  Floor & Decor

  8415 Lockwood Ridge Rd Sarasota, FL 34243-2931

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  Floor & Decor

  1690 Northeast Expy NE Brookhaven, GA 30329-2003

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:11/06/2023

  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.

  We made a transaction on 10/24/23. We were going to pick up part of the order but were contacted today 11/3/23 saying it was going to be delivered. After not getting a delivery window and waiting all day it is now 6:25pm. We still have not gotten delivery and the one our of ***************************************************** it was picked up earlier by a third party at 3:30. We still have not gotten order nor any information on who is delivering. Not the best customer service and nobody at this store location answers the phone. We pay our contractor and flooring guys and now we will be behind due to the lack of communication and NOT RECEIVING OUR ORDER. Even thought it supposedly left the store today. Ridiculous and now the order is missing in action. Has wasted our time and money paying for the workers!

• Initial Complaint

  Date:11/01/2023

  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.

  I received a gift card for a return of merchandise I returned. When I went to use this card I was given a number to get a update card. I have tried numerous of times to call and resolve but no one would answer. It has been several years but a merchandise credit card should never go bad. I want my money returned. I already followed their policy and unable to use my credir.

• Initial Complaint

  Date:11/01/2023

  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.

  At about 1:30 pm Oct 27th, 2023, I went to the Floor &Decor store (add: 50 *********, *******, ** *****) to return an unused product (No.100438795), which is a box of color grout mix. After I handed over my receipt to the female employee, she scanned the receipt and then put a bit of effort into opening the box on the desktop. She then looked inside to see if I used any material inside. She even unfolded a plastic sheet inside the box. After a while, she called another employee. When another male employee came over, he immediately told me that the product could not be returned because it had been opened. I told him the box was intact when I brought it to the store, and I had never opened it anywhere since I never used any grout for my kitchen backsplash! It was the female employee who opened the box at the store! Another female employee also came over and told me she had enough reason to doubt that the product had been opened previously by me because it was purchased more than 80 days ago! The whole process was recorded in the camera in the store. I asked her to review the video. She went into the store to check the video. After about 20 mins, she came back and said to me the employee did open the box, but she did it very easily. So, she still assumed I had opened the box at home. This is nonsense! They believe what they have in their mind, but not what they saw in the camera! I was disrespected and insulted in this public place! Her words mean I was cheating Floor&Decor, and I am not an honest person! I suggested her train the employee well on how to check the completeness of each specific product and then left with anger. If it is the employee who mistakenly opens the product at the store, the employee should take the responsibility not the customer. Later that day, I contacted their customer service who followed up with the store and then just repeated what the employee in the store said. At this point, the only best way to resolve the issue is by lawsuit.

• Initial Complaint

  Date:10/23/2023

  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.

  When I was renovating my house & decided to buy at Floor&Decor. I was presented with a no interest plan with Floor and Decor credit card & was told the amounnt charged will be devided into the months until the promotion ended so there will be no balance due to avoid interest. In believing this, I set up auto pay with ebill through my bank for the monthly payment. I trusted the customer service and did not give it a 2nd thought. I do not agree with the $2188.36 charged to my account when i could pay my balance in full which was the balance of $2637.21. I called the Floor and Decor credit catd customer care and the manager agent #**** keeps wanting to hang up on me and said there was nothing she could do. I did not think nothing of it when the monthly amount due keeps increasing because I assumed the credit card was balancing out to have the balance paid in full before the promotion ended. I didn't check until I keep receiving text and phone within the last 24 hrs of no payment received for my other auto pay credit card which should be zero balance soon with the similar no interest paid auto plan. Banks mistake because the last balance due was less than what was in their system. I had this corrected and decided to check on Floor and Decor. This is when I noticed the charged and called Floor and Decor customer care credit card. ******** care was no help and I requested to speak to a manager in which she refuse to listen adn was no help and keeps wanting to hang up on me. I have not once been late on my payment since it is on auto pay. I requested Floor & Decor to remove the interest so I can pay my account in full which they refuse adn did not want to work with me. I just need them to waive the interest so I can pay in full since it was a misrepresentation by the cashier at Floor and Decor, when presenting me with the offer to open a credit card. Attached is my auto pay proof of payment

• Initial Complaint

  Date:10/21/2023

  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.

  Purchase date 6/27/2023 Delivery : 6 weeks later Receipt attached I have bough 90 boxes of aqua guard hardwood planks at *********( ************) store . I have provided a squat footage of my project which was **** sq ft , now I am short of 6 boxes . The customer service representative never informed me to order extra 10% of flooring. Moreover, I have asked if I can order more in case I would need it , she said yes, however I would have to wait for delivery. Also , I have been charged for underpayment which I never asked to add to my purchase . Now, when flowing was installed , I came to the store to order more of the flooring , and I cannot do it in any way . I have to go to ******** store ( which is 2 hours away from me ) pay all tolls , gas , waste my time to get 6 boxes of hardwood. Thats insane ! Horrible customer service !

• Initial Complaint

  Date:10/14/2023

  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.

  I ordered a vanity for delivery. Once the vanity arrived it was damaged. I called floor and decor and they told me they had no replacements vanities in stock. They advised me to take my vanity to ****************** location and they would replace it for me. I borrowed a truck, loaded the vanity and while driving to the ******* store I called to confirm that information was accurate. Only to be told by the store manager at ******* that they couldnt accept the vanity. I had to return it to the store I originally bought it from. I had to then drive all the way back home to unload the vanity at the house. I called ************* over 10 times with no answer. I simply need this vanity replaced so I can finish my bathroom and its beyond a nightmare with this store.

• Initial Complaint

  Date:10/10/2023

  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.

  Order ***************** was placed on Wed, Oct 4th and I was told it would ship immediately. The order was set with ***** for shipping and I received the shipping number from *****. 2 days later the item still only showed "Label created". I called the store in ********** on Friday, Oct 6th to find out why it hadn't shipped yet. I was told by the store associate that it was all boxed up and waiting for *****. He was unsure why ***** hadn't picked it up yet as they show up daily. Friday came and went and still the package hadn't been tendered to *****. I called the store on Saturday, Oct 7th, and spoke with the store manager ***********************, and explained the issue. **** checked on the order and confirmed it was sitting there and was unsure why ***** had not picked it up yet. He called ***** and setup a pickup for Monday, Oct 9th now. Monday, Oct 9th came and went and the order is still sitting on the loading dock at the store in **********. Once again reached out to *********************** and he apologized yet again and once again has assured me that the item will ship. At what point does the order which I paid for ship? My shipping cost should be refunded already or the package should be upgraded to second day shipping.

• Initial Complaint

  Date:10/05/2023

  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.

  Floor was purchased on July 17, 2023 and installed within the week. Product was recommended by seller as resilient, scratch resistant, and a lifetime warranty. Product cost $2,300. Product was installed, scratches very easy, some tiles discolor, and some tiles are lifting. Floor and Decor is suggesting we pay for an inspection even though we sent pics of the floor and Floor and Decor may or may not reimburse us depending on the findings. I'm perfectly okay with an inspection from an inspector, but I have the pics I believe it should be Floor and Decor who should pay for the inspector to prove or disprove our pictures and claim on the floor.

• Initial Complaint

  Date:09/27/2023

  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.

  I ordered their NuCore floor in June 2023. The floor was installed the same month after 5 days of proper acclamation. Upon installation, I noticed the locking mechanisms were pretty fragile. Anytime one broke 1 out of 5 to 10 boards, I put them to the side. I was able to get 4 full boxes with how many broke. This should have been red flag #1. After the install was completed, 100% to their specifications (1/4 inch gap +, level surface etc) sections started to pop up. It was about 3 planks at first. After 2 more weeks it was 19 planks that the edges popped up on. I called F&D and they scheduled an inspector. Long story short, the report showed that my floor was 3/16ths of an inch level over 12 feet. They voided the warranty because it was not 3/32nd flat over 10 feet. This has nothing to do with the locking mechanism being absolute trash. They denied all the claims. When you step on the plants along the edge they break, when you slide a rug across the floor it scratches. This floor is the poorest quality you could imagine. Ive installed 35+ floors. This was professionally installed with 100% accuracy. The locking mechanisms are fragile and weak, the floor scratches and dents if you look at it wrong. This was close to $3,000.00. I will 100% have to remove this floor and install a new floor. I truly think it might last 6 months to 1 year **** DO NOT BUY THIS FLOOR!!!

• Initial Complaint

  Date:09/23/2023

  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.

  Our local Floor&Decor sold us their NuCore Vinyl flooring product on the premise that it was the easiest to install & most durable vinyl product, with no requirements for an underlayment (i.e we save money) and fully waterproof. AND they have a lifetime warranty to back that up. We were SOLD and found a color we loved to remodel the entire floor of our new home. With said information we had a PROFESSIONAL INSTALLER install the flooring. Not 6 months later, ALL OF IT started coming up. After getting the opinion of our installer and other independent flooring experts, they mentioned the floor was cupping due to moisture and we should claim the warranty because we would need to replace ALL OF IT. I contacted the warranty, after which an independent inspector came to inspect the floor. He told us he makes a living off of how many people have issues with the NuCore products. His conclusion was there was no water damage issue - the problems came from not installing an underlayment! THE STORE SOLD US THE PRODUCT SAYING WE DIDN'T NEED AN UNDERLAYMENT! IT WAS ONE OF THEIR KEY SELLING POINTS AND HERE WE WERE BEING TOLD WE WOULD NEED TO REPLACE OUR ENTIRE FLOOR DUE TO NOT PUTTING ONE! Needless to say the warranty rebuffed our claim and we're out $10K. I will be reporting fraud to my credit card company but would love the BBB's help in being made good on their false advertising/misrepresentation of their product and defrauding me out of $10K + the cost of installation. Now I need to pay to remove all of the floor, replace it, re-install it... PLEASE HELP!