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

  7125 E Broadway Blvd Tucson, AZ 85710-1404

• 

  Floor & Decor

  8925 Apollo Way Downey, CA 90242-4031

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  Floor & Decor

  2918 Buford Dr Buford, GA 30519-6538

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  Floor & Decor

  3300 Oakton St Skokie, IL 60076-2953

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:08/15/2023

  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 purchased flooring (Duratek biscotti creama). After the recommended installer put down the floor about 15% had definitely damage pieces. When the installers came, I showed them ***************. and left to run some errands. The pattern has white veins in it. The damage pieces have black straight lines in it. I took a left-over damage piece to the store and showed the acting store manager, and he took it in the back and put on some solution and scraped off some of it and says it was not damage but in the pattern. Did not accept his answer so the next day went back to see the store manager his answer was the same. These lines were NOT showed in the sample, and I thought it was quite interesting the sample was removed from the stock the second day. I went home and rubbed off most of it with sandpaper and did not damage the product. I keep getting that answer from there customer service people and now the merchandise is taken off of their website. After all this time I would like my money back. I spent a net of $844.25 btween purchases and returns on the flooring and now it looks horrible. Please help.

• Initial Complaint

  Date:08/12/2023

  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 purchased tile in April of 2022. The tile was rated as outdoor. It also was advertised as slip and stain resistant pool tile. I payed a contractor loads of money to install. However, it is extremely slippery and should not be used outdoors. I contacted floor and decor corporate to get my money back for the tile and compensated for the install, they denied my claim.

• Initial Complaint

  Date:08/10/2023

  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.

  Date purchased: **** 16, 2023 Purchase amount: $ 3,221,72 Picked up and installed: **** 20, 2023 Notice issue: **** 21,2023 Claim Denied: August 10,2023 #******** On July 5,2023 I filed a claim with Floor & Decor for discolored Nucore vinyl floor planks. On July 6,2023, ******************************* a Product Resolution Advocate contacted me. I explained to him my concerns and emailed him pictures. ******* stated the discoloration on the flooring appears to be some type of topical residue. I informed ******* no solution was put on the flooring, On July 12th ******* informed me I need to hire a licensed floor inspector, endorsed by one of the organizations he provided. I hired **************************** and his report stated "Inconsistent embossing is a factory defect". I truly believe if any residue was on the flooring ********************** would have stated it. On August 10, 2023 ******* informed me my claim was denied because the embossment variation and a dirty look is part of the film design, not a defect. How in previous conversation it was a topical residue on the flooring, now it's a film design. I have the email stating that the dirty look is a film design. Please make that make sense. WHO WANT THEIR FLOORS LOOKING DIRTY.Floor & Decor need to refund the money I paid for the products, installation and the floor inspection. Why have customers hire expensive floor inspector and then disagree with their findings.

• Initial Complaint

  Date:08/10/2023

  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.

  On 03/21/2023 my wife and I placed an order in person at the Floor&Decor (F&D) located in *********, **. Our total was $8214.26. The flooring was delivered a week later, it was acclimated to the home for 2 days and then professionally installed. Our home has both concrete and plywood subfloor. Within 2 weeks of installation, the floors began to buckle throughout the home. We contacted our installer who arrived with a regional sales associate for F&D. They both stated the floor should never fail like this. Moisture readings were taken of the subfloor and showed zero throughout the home. Both parties advised us file a warranty claim immediately. This claim was denied within 2 weeks stating that a vapor barrier was not used. When filling the claim, we were told a 3rd party, independent inspector would most likely be dispatched to investigate. The directions for the product state a vapor barrier must be used over concrete, it is not required over plywood. The floor failed over both. Furthermore, the flooring we chose (Opti-Max) is advertised on the F&D website as not needing any vapor barrier.I went to the store with samples of the damaged floor. The staff, management included were very uncooperative, they refused to discuss the matter stating the warranty was voided by the Store manager. They refused to explain why an independent inspector was not sent to investigate the damage. They would not comment on the floors failure over multiple surfaces. We have tried to reach out through multiple channels to contact F&D with no results. Today I am sending a certified letter to ***************************, CEO of F&D, explaining what happened. I have CCd 5 other executives with the letter.We have thrown $8214.26 worth of flooring (over ****sq foot) into the landfill.

• Initial Complaint

  Date:07/31/2023

  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.

  CUSTOMER COMPLAINT ************ ** STORE 103 ASSOC ***** I PURCHASED 100 PIECES OF TILE FOR A PROJECT AT ONE OF FLOOR AND DECOR STORES IN ************ *******.I ASKED REPRESENTATIVE AT TIME OF PURCHASE IF CAN RETURN ANY UNUSED TILES WHICH SHE REPLIED YES. THE NEXT DAY AFTER I COMPLETED MY PROJECT WENT TO A DIFFERENT STORE CLOSER TO ME TO RETURN UNUSED PIECES WITH MY RECEIPT. I WAS INFORMED BY A VERY RUDE, SARCASTIC, INSISTENT ASSOCIATE THAT HE WILL NOT ACCEPT 12 PIECES OF THE 32 I WAS RETURNING DUE TO NOT A FULL BOX OF 20. INDIVIDUAL THREATENED ME WITH CUSTOMER COMPLAINT ****** STORE 103 ASSOC ***** I PURCHASED 100 PIECES OF TILE FOR PROJECT AT ONE OF FLOOR AND DECOR STORES IN ************ *******. ASKED REPRESENTATIVE AT TIME OF PURCHASE IF CAN RETURN ANY UNUSED TILES WHICH SHE REPLIED YES. THE NEXT DAY WENT TO DIFFERENT STORE CLOSER TO ME TO RETURN UNUSED PIECES WITH MY RECEIPT. WAS INFORMED BY A VERY RUDE, SARCASTIC, INSISTENT ASSOCIATE THAT HE WILL NOT ACCEPT 12 PIECES OF THE 32 I WAS RETURNING DUE TO NOT A FULL BOX OF 20. I INFORMED HIM OF WHAT THE OTHER STORE ASSOCIATE TOLD ME BUT INDIVIDUAL SAID DOES NIT MATTER AND JUST POINTED TO A SMALL PRINT SIGN ON REGISTER COUNTER. HE LATER THREATENED ME WITH VIOLENCE. AFTRT I TOLD HIM AGAIN WHAT I WAS TOLD BEFORE SND THAT THIS IS VERY UNPROFESSIONAL. BEING A 24 YR RETIRED COMBAT VET I HAVE NO PATIENCE FOR THIS NONSENSE.

• Initial Complaint

  Date:07/31/2023

  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 have a Floor and Decor Pro Premier Card. In June, I removed a bank account from our account as the employee had left the company months before and a charge had been completed on her account. After talking to Floor and Decor customer service, I went through the steps to remove the account completely from the system, Per the Floor and Decor website, in order to remove a bank account, autopay and any scheduled payments must be deleted. I did this and the account was removed. A month later, on July 24th, a $326 payment was processed on this account again, overdrawing this ex employees account. This account had been removed a month prior and this payment was unauthorized. I reached out to Floor and Decor and spoke to **** and *****. Both confirmed that the refund had been processed and would return to her account within 3 to 5 business days. I followed up multiple times during this wait and was assured the refund was processed. When I contacted Floor and Decor again on Monday, July 31st because the money had not been returned, I was told by the supervisor, ****** or *****, that a refund had not been processed and she was not sure if it even could be. This was a completely UNAUTHORIZED charge and needs to be returned the bank account, not as a credit. This is the expectation that was set. And since this was a Floor and Decor issue, Floor and Decor needs to take the proper steps to resolve this and make sure this is refunded to her account and rectified, as the bank account had been completely removed a month prior and all autopay and scheduled payments removed. This is completely illegal.

• Initial Complaint

  Date:07/28/2023

  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 purchased 40 boxes of ceramic title. After the the installation, I noticed a pungent order that smells like a pigpen. You have spender over a thousand of dollars for this floor as well as over $8,000.00 for the installation. I am requesting new titles and the cost of installing new ones. Thank you for your immediate attention in this matter.

• Initial Complaint

  Date:07/27/2023

  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.

  In April of 2023 I received a text that my order was ready from ******************************* I texted back that I never ordered anything from Floor & Decor. I've never been to Floor & Decor or had an account or even looked them up online. A couple weeks later I received a Floor & Decor card in the mail and then a ********** card, a Kohls card, ******************* ******. I called Floor & Decor fraud department on 4-18-23 and filed a complaint. I've never even been to this store or any other. I never activated the card yet someone was able to make and pick up an order without a card, my ID, verifying the text on my phone or the card being active. I have proof from my 3 home security cameras that I was at-home when this order was picked up. I have accounts with Comenity and I am a very good customer. Yet they stated they found me to be responsible for the charges at Floor & Decor. I did not do this. Kohls, Upgrade, ********** and Victoria's ****** all corrected the fraud against me. I will get a lawyer if I have to because I am innocent. It is very disheartening that innocent people aren't getting protection from fraud. Also I have never used my maiden name on anything financial. They used ************************************. I use *********************************. All of these accounts opened in my name right after I renewed my ** drivers license at TxDMV. I only use ************************************ on my license so I can handle affairs for my parents. I placed a fraud protection on my credit right after all of this. I feel Floor & Decor know they are in the wrong and are still pursuing the debt because they can. I know that they are aware they are in the wrong because I was not involved in the credit request, the $3700 order or picking up the order. Please help me and don't let the big corporations take advantage of responsible debt paying innocent citizens. Thank you!

• Initial Complaint

  Date:07/27/2023

  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 originally placed in store on 5/31/22. Order amount was $8,439.18 & paid by personal check. Items were on back order and was told would take a few months to have it delivered to store for pick up. On 9/6/22 went to the store in ********* & paid an additional $910.34 by personal check for "local delivery" to my home. The total amount paid after delivery was $9,349.52?. Order was supposedly delivered on 9/9/22 @ 11:15am. My signature was forged as I was not home to receive the order. A picture of the delivery unloaded in my driveway was taken & attached to the delivery notification (please see attachment), but the items were not there upon arrival & no one was home to sign for such a large purchase amount. Tried to resolve with both shipping company used & the actual merchant & got no where. They don't want to take accountability & have not refunded me. I'm out almost $10,000.00. I feel like I was scammed & that this was a set up. All I want is my money back.

• Initial Complaint

  Date:07/25/2023

  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.

  On July 19, 2023, I returned wall tile, I was informed that my purchase was beyond the 90-day return policy and that I could only receive store credit. I opted for the store credit. When the cashier informed me that it would be of a lesser amount. I requested a manager and was told there was nothing that could be done. Afterwards I returned home to research the stores return policy. I phoned the customer service department and was told that a manager could override the return. Also, according to the receipt I should have received the lowest price for the item. Consequently, my item was never on sale and the lowest price for the item was the price paid. Please refund my full purchase price immediately.