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:05/13/2023

  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 purchased flooring on January 2nd 2023. I tried to return it on May 12th 2023. When the manager looked at my returned flooring, he approved it but then realized it was over 120 days so he rejected the approval. He said they are not allowed to accept items over 120 days. There is no where on their receipt that stated this 120 day policy that an item can't be returned. If i saw that 120 day limit, then i would have gone to the store to return the items sooner. It just says "verification system approval" what does that mean? it should say 120 day return limitation so customers are aware. Their return policy is unclear. On their website it says for returns over 90 days: "For returns after 90 days or without a receipt, we may provide a refund at our discretion and at the last lowest price for the item. A valid photo ** is required. Information from the ** will be recorded at the time of the return. Floor and Decor uses a third-party refund verification system. All returns are subject to verification system approval.If approved, for all approved returns:-All returned merchandise must be undamaged and in resalable condition.-Returns within 90 days of purchase will be processed by the same method of payment from your original purchase.-Returns over 90 days from purchase or without an original sales receipt will be processed to merchandise credit.-Returns over $500.00 where the original payment was cash or check will be processed as a mail refund check."I would like a refund of my flooring since I don't see no where on their receipt that their is a 120 day limit to return items. I understand the store credit will be provided, which is fine. ORDER NUMBER:04703711

• Initial Complaint

  Date:05/04/2023

  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 bought The Nucor Product, NCR 6X48 6.5 mm, Laminate Floor wood product, that suppose to be scratch proof or scratch resistance. While installation the product is scratching off badly by moving very light table. Then moving installation tools it scotched off. We had to remove at least 10 pieces. In order to remove those pieces entire room area have to be remove to get those pieces out.We had old laminate floor that was removed to installed assuming this better product and I tested those pieces and Nucor product with same tools, the Nucor product scratches very very easily. We paid $3872.40 for about **** sqft (please receipt)How do I get my money back including installation cost that comes out $6372.40 plus tax?

• Initial Complaint

  Date:04/24/2023

  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.

  I ordered two Drains from FLoor and Decor which they delivered to the wrong Home. I made both Floor and decor and ***** aware of the issue which they concluded that the package was "delivered" and closed the ticket i have visual evidence that the front door that ***** took the picture of and my front door are not the same i have no idea where they delivered the package to and would like a refund as i had to get drains from somewhere else havent received my package. Pictured below is the doorstep that they delivered to and my doorstep with the brown welcome mat

• Initial Complaint

  Date:04/16/2023

  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 paid Floor & Decor $100 check that was cashed. I send them my bank statements, I called them 40 times , I wrote to three of their offices. I send emails through their website also. I opened up a claim in December 2022 and another claim in January 2023. The respond Im getting is its under investigation. No one has gotten back to me in 4 months. My credit card balance is still $100 higher then it should be. This matter needs to be resolved and no one can help. They cashed my check. I sent photo copies of front and back. I also have a list of my check numbers. I have given all my information numerous times. I dont know what else to do. My APR on my credit card promotion is going to expire soon. This needs to be resolved. I waited patiently long enough.

• Initial Complaint

  Date:04/11/2023

  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 visited the Floor and Decor in Fairfield on 3/4/23 and 3/5/23 and spent hours studying the products and working with a salesperson. On 3/5/23 I pursed three (3) different tiles from Floor and Decor for a bathroom renovation. One of the tiles was the Adessi ******************* Hexagon 11 x 13 tiles. At the store and on the site these tiles are advertised as a consistent white color.I picked up the order at the store, and the boxed tiles were all loaded into my car. I was not instructed to inspect all of the boxed tiles (154 units), nor was it ever mentioned by the salesperson or the workers loading the tiles into the car. After the tiles were installed, it was clear that there were MULTIPLE color inconsistencies in the tiles, ranging from darker gray to the ******************* that we had ordered. We visited the store and were referred to customer support. From there we were sent back-and-forth between the store and customer support, with the most generous offer on their end being that they would replace the tiles if we decided to redo the bathroom, AGAIN. They tried to pin the issue on our contractors (who have done work for our homes for 5+ years) for not catching the inconsistency. It is not their fault - we gave them the tiles with the expectation that they were correct. They thought that we were going for a varied look; it is not their job to do the due-diligence of the company selling us the product.It is going to cost us $5k to demolish and reinstall new tiles, + the cost of the new tiles. Floor and Decor should cover the labor cost and the new product due to the gross lack of quality control in the product that we paid for, and that we paid to install. It takes one look at the quality of the installation to realize that our workers know what they're doing; Floor and Decor does not. They are rude, irresponsible, and disappointing. We would like to be compensated for the bathroom RE-redo and the tiles. We have exhausted our efforts to work with the store directly.

• Initial Complaint

  Date:04/10/2023

  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 2-12-23, went to our local Woodland Hills Floor & Decor to select backsplash tile. We had a style in mind we saw on their website, but the store associate stated it was not stocked by this store and he found the closest store with stock, 3 hours round trip away in San *******. We asked about the return policy and he stated that Floor & Decor returns prior to 90 days can be returned to ANY location, regardless of where purchased. We drove to San ******* and purchased the tile for $181.86 with a credit card. This store also confirmed the return policy to ANY store and noted that this is consistent with the policy on line and on the receipt."If you are not completely satisfied with your store or online purchase, simply return the merchandise to any Floor & Decor within 90 days of purchase with a valid sales receipt for exchange or refund."On 4-1-23 our countertop complete and the tiles did not match. Tile is heavy and not easy for us to move (my wife and I are both seniors). We went the Woodland Hills Floor & Decor for a return. The manager on duty, ***************** stated he would NOT honor the store policy, but only issue store credit. Because the tile price went down since purchased, the computer could not issue a merchandise credit for the correct amount paid, and when they entered our receipt number, the computer following the Floor & Decor policy wanted to credit it back to our credit card. We spent over 2 frustrating hours while 4 employees attempted to issue the credit in the correct amount. Under duress, we accepted a credit for the logistical problems of bringing the tile back home, unloading, reloading and driving 3 hours round trip to San *******. Unfortunately, they did not have a satisfactory tile substitute from Floor & Decor and need the merchandise credits of $181.86 credited back to our credit card in accordance to their return policy.

• Initial Complaint

  Date:04/07/2023

  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 contractor was replacing my floors and we purchased all of our floors from Floor and Decor. After the contractor completed the job, we had 25 extra boxes so I brought them back to the store to return them. After spending an hour with someone assistance to unload the product into their storage, I went to the cashier to handle the returns but they couldn't do it because they could not find the product in the system. It was after 5 pm and before 6 pm so they said they cannot call anyone at the corporate office to override. They gave me a receipt marking the cashier's manager's name, product and quantity I returned and told me to call corporate. I called Corporate a week later and they told me there is nothing they can do. So they kept the product that I purchased and denied my return. The product was so heavy that I wasn't physically able to carry it back since my contractor handled all of that during the job. The issue was never resolved and I want to raise it to management. The person I called sounded like they were in ***** and they just dismissed my inquiries. I was dejected and gave up. I spent over $5,000 there and they just kept my extra product.

• Initial Complaint

  Date:03/30/2023

  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.

  Day before this happened I drove my Prius to pick up flooring I ordered. I explained how to load my car with 25 boxes and worker ( long blond haired) listed to my instructions and was very polite and nice. I draw safely home. Today I came to pick up the rest of my flooring boxes different worker ( has glasses, and darker curly hear) took initiative and loaded car not listening to my directions.Well on the first traffic light boxes went flying into my windshield and broke it. I turned back because it was not safe to drive with flying boxes around. I asked for manager and needed to reload car in different (safe) way Manager filed insurance claim. When I suggested on how to load car worker with glasses and curly hear did not show any interest in following instructions. He was taking boxes out and was tossing them. I asked him not to toss my flooring because it my brake, he did not care. Manager stayed and watched all what was happening without comment. I became so disappointed that I couldn't find any words to discuss anything any more. Manager supported his workers and they left me outside with boxes on the ground and closed the door! I loaded my car myself. Now I know that people don't drive flooring boxes in Prius but if these workers listened to me like one did previous day maybe all this would not happen. Maybe if I wasn't older women with foreign accent they wouldn't just let me outside with my boxes and closed door. On Monday I am calling customer service and filling complaint I am including pictures of my broken windshield and my hands after I loaded my car myself.Store is in ************* Day of service 12/02/22 and 12/03/22 My order number RBO1769759915092 I filed complaint with same manager that has left me to load my car and closed door. Person named ***************************** called me and said to upload documentation and pictures and e mail her which I did numerous times .She also said that I could call her regarding this dispute but she never answered her phon

• Initial Complaint

  Date:03/28/2023

  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 applied for the consumer floor and decor credit card. Before I did so I read through the *** of applying for this credit card and the website stated that the response after applying online would be immediate. It is in fact, not immediate and could take **** business days to receive a reply. If I would have known this, I would have not applied for the card as I had to order the tile within the week and did not get an immediate application response like the website stated. My credit report has now been hit and I had to push back a project and lose money. I request that they be truthful of the credit card process and state that it is NOT an immediate response it is actually a **** day business response.

• Initial Complaint

  Date:03/27/2023

  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 December 15, 2022, I purchased a double sink vanity top online from F&D to be picked up at their ******* location. On February 21, 2023, I returned said vanity top, unused, to the same ******* location as I could not use in a separately purchased double sink vanity. At the location, their employees charged me a restocking fee amounting in $84.22 under no basis. The application of this restocking fee is not available in any return policy online nor was it disclaimed to me prior to me placing my order. The employees at the location who arbitrarily choose to manually input this charge because I inconvenienced them refused to provide any documentation or policy substantiating this fee. I have made several attempts to call and email F&D customer service and have made several attempts to call the specific location. All attempts have been meet with minimal response, lack of response, or dismissal. I want a full refund that I am 100% due or to be provided with a copy of the policy that applies to my circumstances of return.