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

• 

  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:06/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 5, 2022, we purchased flooring for our entire house from Floor & Decor in *********, **. The Aquaguard brand has a lifetime warranty against regular household spills. On June 3, 2023, we had a spill of about 2 cups of water fall onto a section of the floor in the kitchen area. It sat about ***** minutes prior to being cleaned up. The warranty states it will cover spills cleaned up within 30 hours. Later in the day, it was noticed that the water had damaged the flooring. It caused an area to expand and ran along a board from one end to the other, thus also causing damage to adjoining boards, and causing a squeaking noise in another. Floor and Decor was contacted immediately and a claim filed. I was then contacted by ********************* in the Customer Claims Dep't. He requested a form be completed and photo documentation. He called after this information was sent to him. He offered us the equivalent of 2 boxes of flooring at a reimbursement of $180.76, or we would have to hire an inspector at our cost of approximately $500, which would be reimbursed if the issue was deemed to be a warranty issue. I chose the prior resolution, and he sent a paper for us to complete, then he would issue a giftcard. The document stated that by accepting this, it would negate the lifetime warranty on the entire purchase. I amended it to state we would not. The offer of $180.76 was then rescinded by **************, and said he would then forward to the manufacturer. The feeling is that Floor & Decor is attempting a deceptive practice of releasing themselves from the entire warranty once the warranty has been used. The letter also stated we would not disclose the resolution to anyone, which we also declined. We would like replacement of the damaged flooring while maintaining the lifetime warranty for the rest of the purchase.

  Customer Answer

  Date: 07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you. I had sent a reply earlier that they contacted me directly and said the warranty for the rest of the floor would be in effect still. I accepted their offer along with her written confirmation that it would be good. 
  
  I appreciate your intervention. 
  

  
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/15/2023

  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.

  Floor and decor recommended a contractor whom installed new tiles in my master bathroom and rebuilt a walk in shower. Teh installers broke the shower drain pipe as they dumped excess mud cement in.Floor and decor are liable to push the contractor they recommended to fix the pipe the way the customer wants.When I called them, ******* litteraly asked me without a care "what do you want us to do?" How about stand up for whom you recommend and if something goes wrong step up and fix it.

• Initial Complaint

  Date:06/10/2023

  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.

  My significant other (*************************) and I went to Floor and Decor on ***********. in *************, ** on May 6, 2023, to find laminate flooring for our home. Most styles we liked were discontinued but we eventually selected a style. We asked about their return policy and they would accept a return with a full refund within a month I think. I paid $800 in cash and $425.24 on my debit card. We got home and thought it looked too much like plastic and so found flooring we liked more for a better price. We kept some other items purchased but returned the flooring packaged and intact to Floor and Decor on May 9, 2023, They refunded $425.24 to my debit card and told us they could not refund cash for over $500.00 at the store and a check would have to be sent for $628. from their corporate office. Even though we had our receipt we waited in the store for a very long time to work that out since "no on took our phone number" and "no one created an account". Finally, they said a check would be mailed and it would take 5 to 10 days to get there. May 23, 2023, was 10 business days, it is June 10, 2023, and we are still waiting. We went back to the store to find out that the check was never sent. We have gone back to the store several times since they have spoken with their corporate offices and still no refund! We were given a ***** tracking number 3 days ago and it says ***** is waiting for the package from the shipper. I am frustrated and upset and need assistance.

• Initial Complaint

  Date:05/31/2023

  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.

  Hello, I run a design firm and have purchased flooring from Floor Decor for a client Last year on 4/06/22. We did not receive the product until late May 2022. The flooring product is **************** SKU: ********* (link to product below)************************************************************************************************************************ This product is marked with a light commercial use, however immediately after install the product looks extremely worn with an uneven and spotty finish, and was susceptible to marks and light traffic. The floor looks as if it is 40 years old and has been through a lifetime of hardships - something that should not happen to a floor marked for any kind of commercial use. No one resided in the home for over a year as this is their vacation home, so there was very little use of the floor to begin with. We have reached out to the company that sold us the floor as well as the specific vendor and opened a case claim for damages. We also went back and forth for over 7 months with the company trying to resolve the issue and have an email trail we can provide to you. The product should have never been marked as for commercial use of any kind as this is the only reason we purchased and spent $4229.73 on it. We can provide photos of the flooring if needed to show the terrible cloudiness of the finish and damages. The company has refused to resolve this issue and blames us for these damages, which is close to impossible as no one has lived in the house for 99% of the time it has been installed,

• Initial Complaint

  Date:05/26/2023

  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 5/22/23 I purchased $1,317.77 of floor tiles and countertop, Order # *****************, with a scheduled delivery of 5/24/23. I was told someone would call me one hour prior to delivery. We waited at the house from 8:00 a.m. to around 12:30, when I made my first call to the Fullerton store. I was able to reach customer service, who transferred me to a store clerk, who transferred me to the warehouse. Warehouse staff advised the item as almost complete and would be delivered that day. I asked if they were positive and they said "the order will be delivered today". We waited until 3:53, when I started calling the store and the customer service line, with no response. No one answered the phones either at the store, or through customer service, who apparently closes at 4:00 p.m. I finally called the ****** store, who actually answered their phones, so at least I knew the phones worked. I kept calling the Fullerton store until I got through, at around 4:15. I was forwarded to the warehouse again who informed me they didn't have one of my two items in stock and the delivery could not be made. They transferred me to a manager, ****** who told me they did have the item but it wasn't complete and asked if i would accept it at a reduced price. I said no, I needed a complete vanity countertop, not a partial one. She placed me on hold again, after 15 min. or so came back to say they found one at another store. She agreed to crediting the cost of delivery $224.00, the store would deliver at their cost and also pick up the vanity from another store and deliver everything together Friday at 10:00. She told me the store director ********** would call me Thursday morning to confirm. There was no call. I started calling at 2:04 and continued for 20 minutes before I was able to reach customer service, through the Headquarters phone number. By 2:32 I reached the store director who confirmed everything was set and he was sorry he hadn't called. As of 10:40, no delivery.

• Initial Complaint

  Date:05/25/2023

  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 your flooring from ***************************** in the ******** ** location on; 08/21/2021 for a total of $2,218.95. We had the flooring installed that very same weekend. (DLXP 12 X 24 5MM SOFT CHAMPAGNE #********* 39 @ *****, $2,218.95) About 3 months later we started noticing the following issues. (photos attached). The store manager stated it was probably a few defective boxes and suggested we replace the problematic area. We then purchased additional flooring on 11/30/22 a total of $233.04. (DLXP 12 X 24 5MM SOFT CHAMPAYNE #********* 3 @ $71.76). Within a few months the issues started up again, this time worse. We then contacted ****** (store Manager) to see what his suggestion was. He said he was unable to replace the floor or refund our money because this was a manufacturer issue and there was nothing that they could do and his hands were tied. He suggested we buy more flooring and replace the areas..So then I asked if he had the flooring in stock so we could come by and replace the areas that were being held down with DUCT tape. He said No, the only location that showed boxes in stock were in ********** and I would be responsible for shipping costs. But, to come by and pick a floor that matched it and replace it with that. So I returned to the store spent and additional $ ******. (DLXP 16 X 32 5MM WHT VC TRAV FB #********* 7 @ $72.73.) After we installed the floor My son looked @ the ***** Location and they had several boxes in stock. REALLY!!!!!! I am beyond frustrated I have spent over $3,000.00 not to mention what I have had to pay for them to re-install flooring. It doesnt match and I have duct tape all over my floor. And to top it off the manager did not even bother to look the item up properly. I had to purchase flooring that does not match!! Please help me. I am not asking for a refund. I just want my flooring replaced and it to match all over my house. My husband was recently diagnosed with STAGE 4 prostate cancer so my money is very limited. Please help me. We have people coming over and it is so embarrassing to say yea its new flooring but no one will help us replace it because its defective or something. Way to treat your Senior C itizens. 1) Floor popping up 2)Floor cracking in the corners 3)Color fading 4)Black color seeping from bottom almost looks like scratches 5)Huge areas where it is bulging 6)Cracking on corners cuts the bottom of our feet and catches on socks.They did send an associate, he was here less then 30 minutes and said the problem was on our end. I tried to explain to them that my problem was not only with the defective floor but also with the store and the way in which it was handled by the manager and their employees. All I am asking is for a refund for all the money I have invested in a floor that clearly has issues. At first all i wanted was the floor replaced, but now I am unhappy with the fact the store does not stand behind their products, so I will never visit that store again. Please help me!!*************************** ********************************************************************* ************

• Initial Complaint

  Date:05/24/2023

  Type:Sales and Advertising 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.

  Sold me damaged and defective flooring. No way to know it was defective till flooring was installed, which was less than 30 days ago. Contacted them due to LIFETIME WARRANTY advertised and they are saying I now need to hire a flooring inspector at my expense before they will issue refund.

• Initial Complaint

  Date:05/23/2023

  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.

  I ordered flooring from Floor & Decor and paid for shipping. The floor was shipped to me and the delivery driver stated that he couldnt believe Floor & Decor chose them for shipping and that it was too heavy. He was by himself and trying to unload ****lbs of flooring. He could not get this off the truck properly and therefore the flooring was ruined because it scratched and broken. I called Floor & Decor to fix the problem and re-ship the items and they stated that they couldn't. They stated I would have to go to the store myself and pick up the product. I wanted a refund on the delivery fee and they stated they couldnt. I wanted them to ship the new pieces and they said they couldnt.

• Initial Complaint

  Date:05/22/2023

  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.

  A repeat customer, i payed for samples based on the stated ability to return any unbroken tiles.when returning 9 tiles 5/22/23 new details of the return policy not previously expounded were enforced. one of them is unacceptable and should be to anyone.1. my return was over 90days so would only give store credit which I accepted.2. 0ver 90day returns require ID. which I complied with.3. Staff required my ID details o be store in their POS system. I objected they already had my recipts and I had to abandon the sample there without a refund.I called the ******* main office and they merely regurgitated the policy with the policy except they7 noted it was at the local store discretion to require saving of ID. this is a bad practice in the se day of massive data breaches and identity theft and completely unnecessary.

• Initial Complaint

  Date:05/22/2023

  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.

  I purchased items from Floor and Decor and opened a credit card with them. By opening a credit card I was able to receive a 0% interest rate for 18 months, which expired recently on 4/23/2023. I paid off the entire balance by the required due date, yet credit card is charging me $2,687.76 of interest charges. I would like all of the interest charged to be removed from my account.