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

  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:07/22/2023

  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.

  On July 17th I had called customer service because I was in need of a certain veneer stone corner paneling. I was advised that there were no locations in my immediate area and was given 3 locations that had them far away from me. I placed 3 different orders for 3 different locations. Order#******** for 40 pieces. When I got to the location all the way in ** they only had 38. I then placed another order #******** for 5 pieces in ******* ** and they only had 3. I then called placed an order for 28 at the ********** ** #******** location and drove 3 hours away just for them to tell me that they didn't have any. At this point I am beyond frustrated because when I called customer service they advised the item was discontinued. I spoke to ******* and **** in the ********** store that advised the ************* location had over 200 of them and would ship them to my house . After driving over 5 hours to get these items, I was ok with that. However, I called the ***** store for 4 days straight and every time I call the phone rings and just hangs up. I called the main customer service number on 07/20 and ****** advise she would contact them since she doesn't see that order in the system and call me back the same day and no phone call. I called 07/21 and spoke to ****** and was told she would find out and call me back and nothing. I asked for a supervisor on both days at different times and was told they were in meetings. I then get an email with case #******** asking about my experience with no resolution or information. The customer service, support and lack of professionalism is incredulous. I still have no resolution and have stone veneer without the amount of ****** panel pieces to complete my project. I have done everything I can possibly do and without any assistance from your company for a resolution.

• Initial Complaint

  Date:07/18/2023

  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.

  **** sf of Nucore Rigid Core luxury vinyl plank flooring was purchased from Floor & Decor on Nov 22, 2022. Flooring was installed in our home early January, 2023. We moved back into the home on February 20, 2023. We began to notice flooring issues rather quickly and reported it to Protractor installation services. The living area was replaced and re-installed.By May-June, new issues arose including: 1. Planks that moved when walked upon. 2. Chipped areas on planks interfering with the lvp floating floor system. 2. Broken plank edges with boards that were popping up after breakage along the edges. 3. Wide spaces between planks that made cleaning properly difficult. 4. Cracking of planks when walked upon. 5. Disintegration of several planks with pieces of upper layers of vinyl separating, showing damage, or complete chipping off in pieces. This flooring is not durable in a high traffic area and does not perform as advertised.We filed a warranty claim on 7/12/23 asking for a full refund of purchase price in the amount of $6247.10.We were instructed by Floor & Decor to hire a flooring inspector to produce a report for the warranty department.Currently, we are in the process of completing this. Ultimately, we ask that Floor & Decor stand by its warranty and refund in full the price for the flooring materials purchased at their store.

• Initial Complaint

  Date:07/17/2023

  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.

  Ordered flooring for my home and was informed 1 month after my order that someone in the store accidentally cancelled my stair tread order with the vendor due to availability as opposed to calling me to set up alternative material options to purchase, they cancelled the order entirely and waited nearly a month before anyone in the store caught it. Upon realizing their mistake they emailed me explaining the material issue with vendor and unknown to them a cancelled order approved my someone in the store without my consent. I work a deal out with the store for a discount considering time lost on the job and delay in materials. A price was agreed upon over email. A quote was sent to complete the sale via email and after a month of this new quote to fix their mistake sat idle due to their system not accepting the store card that they sent me for floor and decor. I emailed them back to no avail, resent the email and have now called. Ive been simply requesting that they place to order with the store card on their end at the store as they did the first time and to ship this order to my house. Their delivery team called me 3 times during this canceled order window stating my material was in. I wasted a trip in to pick it up to find it was still never placed. At this time I emailed the store requesting they place the order THEY cancelled and that THEY agreed to discount and to ship it to my home now instead of in store pick up for wasting more of my time again in the failed pick up that the warehouse was certain to have my entire order.

• Initial Complaint

  Date:07/13/2023

  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.

  Transaction date- (06/032023), **** Paid- ($9700.70), Business provision and commitment (flooring material), Business failing to resolve, Transaction #(1026706600984771), Invoice #(*****************), Store conspired with contractor to falsify the purchaser of the material contained in the transaction. Floor Decor associate typed in the name ********************* as customer which was false information, as the actual purchaser of the material was myself (*************************), the product was paid with my credit cards (*************************). My complaint is that Floor Decor remove ********************* from this transaction and reissue a receipt in my name (*************************) the actual and true purchaser of the goods contained in the named transaction.

• Initial Complaint

  Date:07/11/2023

  Type:Order 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 and Decor has requested a ridiculous amount of information as part of a warranty claim for faulty product. What they are requesting is nearly impossible to provide. This is an obvious attempt to refuse a warranty claim on a faulty product. They are also requiring that I pay for their person to come out and do an inspection.

• Initial Complaint

  Date:07/11/2023

  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 bought some tiles at floor and decor on line at the ********* location on March 3,2023. When I picked them up, I asked the customer service rep if I could bring back the unused because I wasn't sure how many tiles I needed. he then told me better to buy more than less so I bought 9 boxes of tiles. He told me I could bring back the unused portion and get my money back. I told him I was not scheduled to have them laid until 6/30/23 because my tile layer was booked until then. He said no problem. When I returned to store on 7/9/23 with 6 boxes of tiles I got surrounded by multiple employees including the manager telling me these were discontinued and I couldn't get my money back even though I had a receipt. They then told me I had 90 days for returns which is NO WHERE on my receipt. I was treated like c*** and bombarded by all the store associates like I had did something wrong. Even one girl said "We haven't had those tiles since last year". I then told her ma'am, I just bought these this year on March 3rd like I was being called a liar. Just don't understand how a business can treat someone like that. I left the tiles at the store as I am 60 years old and couldn't hardly pick the ******** as they were heavy so I decided to leave them there because I was so upset and didn't have the strength to put them back in my car.

• Initial Complaint

  Date:07/10/2023

  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.

  On 7/22 I purchased on credit $2400 worth of luxury vinyl plank from floor and decor. I used their installation made easy platform to choose and installer. I had three estimates and chose Cross Island Flooring. Work order #******** . I will be filing a report against installer as well as. Shortly after installation the planks started popping, cracking. Then they started to buckle and corner are chipping and edges are sharp. The floor is hideous, it looks like its decades old . I am almost 60 and my partner is over 70. We have to always wear socks or slippers so we do not cut our feet on the floor! On Feb 11 2023 I sent an email to support stating the floor was terrible quality and I was not happy with the floor. They did not bother to reply. May 15 I sent another email stating all the problems with the floor that is chipping and coming up. Again they didnt even have the courtesy to reply. In that email I informed them I would no longer make payments on floor. The following day I followed up with another email to floor and decor support department setting that I can no longer continue to pay for the for the flooring. I told him I thought they were a terrible company and I hope they go out of business. Its $1 billion company and theyre not getting one single ***** more for me and Im gonna see what I can do to get the installation money back I have to now go and have this floor ripped up my new floor and have it put back down. I dont have the money to do this. I scrape the money up for installation and I finance the materials. They did not reply again to my email on May 16 on June 3. I sent another email to customer care escalations at *******************************************. No reply. On June 20,2023 I spoke with *************************** product, resolution, advocate for floor and decor. He emailed a form which I filled out then sent installers over. They told me I have to hire a floor inspector $400 to check for warranty issues. I wont do that. I will file small claims against both parties.

• Initial Complaint

  Date:06/27/2023

  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.

  To preface, we have an issue with *********** variation After visiting Floor and Decor, we selected a tile to our liking (Venato II Polished Porcelain Tile SKU #*********). At the time of choosing and purchase, nowhere is it stated on the display tile, or price information that these tiles could possibly come in different dye lots. This also being our first time having our floor done in our house, we had no idea that such a thing even existed. We purchased a box of 4 tiles to take home and examine how it would look in our home - at time of purchase, no Floor and Decor staff member clarified the possibility of different dye lots.Fast forward to the beginning of our project, our contractor ordered (over the phone) $2699.84 worth of tile for our project. Again - there was no mention or disclaimer from a Floor and Decor employee that the tiles have a possibility of a different dye lot. The tiles were not in stock, so there was a 5 day delay to the project. After the installation, both contractors, installer, and homeowners noticed a variation in the tiles - some were darker than others and the ones we wanted were of the lighter color. After noticing the differences, the homeowners checked the tile boxes and noticed that they had different shade numbers. (To be specific- the information on the tile palette or box never refers to ***********, only as shade. The explanation for dye lot on the F&D website never states the word "shade" specifically. Our contractor contacted the local store, and they were shifting the blame onto the contractor/tile installer - stating that they should've verified before installing. It should not be their responsibility when it is the store and manufacturer's job to ensure consistency of product when sent to the consumer. The company should not be mixing different shades and combining them into the same crate. We would like Floor and Decor to fully replace our tiles to match the light dye lot and cover for both the materials and installation

• Initial Complaint

  Date:06/19/2023

  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 purchased *** flooring from Floor & Decor in ********. Upon the recommendation of several associates we worked with through the process, we contacted their partner, Installation Made Easy, to help us find a reputable contractor for our project.Our initial interactions with IME were fine, but after the contractor we hired did several thousand dollars worth of damage to our home AND did not complete the original work we hired him for AND refused to address the installation concerns we raised right away, I reached out to F&D to see if they could help. We opened a claim with them after our new floors began gaping and warping they told me I needed to take this up with IME but that they would do whatever they could to help.Fast forward: floors are still not fixed, IME refuses to remedy the issue (they wont even return a call or email) and I now have a report from a flooring inspector that confirms the contractor did not install the *** properly, which is causing all of our problems.F&D still insists that I need to resolve with IME anf that they cant help. My issues and situation are apparently very common and there have been many, MANY complaints filed against IME Floor & Decor shared they are aware yet they still continue to direct customers to IME for installation services. Im so upset at the situation we are in and that neither Floor & Decor or IME will do anything to help and Im absolutely astounded that Floor & Decor continues to work with a company like IME who consistently refuses to stand behind their contracts and address very real and very valid concerns raised by customers.

• Initial Complaint

  Date:06/19/2023

  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 bought tile at the **********, **** store. I was told that the product I purchased could me used with radiant heat by the salesperson. I have been informed by the tile layer that the product can't be used with radiant heat. I called customer service number and was told that I had to call the store manager ******************** to get his approval for the return. The store doesn't answer the telephone, and I have been in to see him, but he is never there. I finally called the corporate office in ******* who sent my call to the store. I asked for ******* and they said he no longer worked there. I asked who the manager was and the woman told me that ***** and ***** were acting as managers. I asked to speak to them and my call was answered by some woman who said she was the manager. I explained the situation and she said that all that could happen was for me to receive a store. The woman was very rude and nasty! I had talked to customer service who explained that the manager could take care of refunding me. It has been nothing but game playing with this store. I would have never purchased the tile if I hadn't been told it would be fine with a radiant heat system. From all the complaints filed on this company I never will deal with them again! I want to return the tile for a full refund.