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Business Profile

Floor Materials

Floor & Decor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

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

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Floor & Decor has 74 locations, listed below.

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    Customer Complaints Summary

    • 258 total complaints in the last 3 years.
    • 62 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/25/2023

      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.
      Purchased granite countertops and had them installed on or about 01/17/22. During that time and now several chips have occurred. The warranty company states if LIFETIME WARRANTY. I called the store and spoke to the manager. He initiated a warranty work order and I was asked to send photos. (01/15/23) I emailed them photos of the chips the next day. After several follow up emails, after speaking with the company who installed the concrete (Granco), I was told 03/22/23 that chips are not covered under the warranty. My purchase was with Floor & Decor. There warranty state LIFETIME WARRANTY, with no mention of chips not being covered. These granite countertops do not have lasting protection as they have several chips in less than a year. I have asked them to submit it as defective and requested repair. They have refused.Per the document given to me for the warranty "Manor House granite comes with a lifetime limited sealant warranty. The specially formulated Granite Pro stone protectant, used by Floor & Decor, is applied to the surface of your granite slab prior to installation by a Certified Fabricator / Installer. Granite Pro bonds with the granite for long lasting protection." attached FD Brochure_new[1639].pdf
    • Initial Complaint

      Date:03/23/2023

      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 purchasing material from you guys and you guys ask for phone numbers no one can ever find the phone number that should be attached to the material that was purchased. It slows down production it slows down the line some of your staff are not courteous. And to be ***** the new location on Memorial Drive is atrocious
    • Initial Complaint

      Date:03/23/2023

      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.
      Paid February 8th $927.79 March 1st $927.79 March 1st $1,400 Spoke with March 1st, march 2nd and march 23rd I had made a purchase of around $1400, so I wanted to pay that off early, as I went into my account I owed $927.79 from the last statement. I tried making payments and everytime resulted into an error message which ended up in three transactions that were credited to floor and decor account and overpaying all of my balance. When I called I asked them for a refund of the remaining amount thatvwas overpaid, I was told it would take 10 days after the last payment to refund me the money by mail not by bank transfer. Today I called again because my cards are locked and cannot use them I was told until next billing cycle. I was offered a transfer to a supervisor after I asked her to fix my account since nothing I did was my problem, however their system is very faulty. I was put on hold until they disconnected the call and did not speak to a supervisor, still have not received my refund and my account is still locked. I would like my refund ASAP, my account unlocked, some type of compensation for all the trouble it has brought me, and for the company to fix their system. Apparently there are two more payments that tried to go through but since I called my bank and they saw those still trying, the bank stopped them, I'm sure floor and decor charged me for that as well.
    • Initial Complaint

      Date:03/22/2023

      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.
      Between March 3rd 2023 to March 6th 2023, I spent roughly $4,865.96 on an *** order (SKU ********* *******) for floor renovation that would include the upstairs, ******, and stair landing of my home. When selecting this *** we were told at the ***** store located at *************************************************************** that we would need to come back to make a custom order for the corresponding stair noses because the store did not carry them in the store. This is also advertised in the *** info sheet and on the website that it is possible to get the corresponding stair nose for that particular ***. We completed the upstairs of the home and returned back to the store to order the stair noses because we were told it would take 4-6 weeks to come in. When we returned to order, we were informed that the *** was new and that they would not be able to make a custom order for that particular *** despite being told twice by store associates and the actual advertisement that this was possible. ***** stated the best they could do was find one that roughly matched which did not look like the one we needed at all. This is false advertisement to state something is possible and mislead me to buying a product that now I cannot finish the project with the stair nose pieces that I need. We were told both verbally that this would be possible and advertisement in store and online concur before we bought the ***. Now they say this is not possible and have no other option but to buy a different color stair nose or change the stairs material completely. I would either like a full refund for the material I was lied to about or for floor and decor to replace the floors I have now.
    • Initial Complaint

      Date:03/15/2023

      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.
      Im not stupid but I certainly know and understand when a company doesnt know when enoughs enough. This company needs to know how to get away from games I play
    • Initial Complaint

      Date:03/14/2023

      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.
      The home page of Floor & Decors website advertises a discount of 5% off floor installation through partner Installation Made Easy. There are no details listed about restrictions or limitations. By following the link on their offer, I scheduled an estimate and subsequent flooring installation. When I asked about the discount, the installer (**** Flooring and Design) said they didnt know anything about it and wouldnt honor it. They later claimed it must have automatically been applied. When I called Installation Made Easy multiple times, they didnt know about the advertised offer and said no discount had been applied. Their only explanation was that maybe the offer didnt apply to my project, but they couldnt tell me any details about limitations. Now they say that its the installer that would need to provide the discount. If theyre not going to ensure their contractors are informed and required to honor advertised discounts, they shouldnt advertise them. Note: the amount adjusted off my invoice was to reflect the fact that the installer couldnt complete part of the work quoted.
    • Initial Complaint

      Date:03/11/2023

      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 December of 2022 I placed an online order for materials to replace flooring in my home. Well the order was not delivered the first time due to not answering my cell phone 15 minutes prior to having the materials arrive. The delivery company drove past my home. A second drop off time was scheduled and again I was in bathroom and missed a call from the driver making the delivery so the driver drove past my home. I decided to just cancel the order and reorder after the new year and reschedule thr labour's who were to install the flooring. Now floor and decor want to charge me ****** for no purchase. I called and was reassured the ****** was dropped from my account. Now I have commity bank calling to collect the ****** dollars that floor and decor take from them and will not return to commity bank. Since I did not receive any materials and purchased anything I am still being forced to pay them ****** dollars for a delivery that never arrived and was agreed to not have a financial burden for canceling the order.
    • Initial Complaint

      Date:03/08/2023

      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.
      02/2023 I purchased vinyl floor from this store and for some reason there was a defect in the manufacturer but store declined to return this item , everyday I am paying for labour and it cost me a lot of money I have pictures and videos about house defects in the flooring even the manager of the store. She admitted there is a defect, but they refuse to return this item for me and again Im being a lot of money for the labour to stay without doing anything
    • Initial Complaint

      Date:03/07/2023

      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.
      I am writing to dispute a transaction that was made on October 18, 2022 in the amount of $5,427.50 to Floor and Decor. I purchased new luxury vinyl plank flooring from Floor and Decor for my house. I had my contractors pick up the new flooring on October 24, 2022 and they started installing the new floor early December. The week before Christmas I noticed that the ends of almost all the planks that were laid down on the floor were creased or separated.I started a claim process on January 6, 2022 and an inspector was sent out to inspect the flooring.I received the inspection report that was conducted on February 1, 2023 on February 16, 2023 via email. When the representative told me the inspection concludes that it was due to excessive force during installation, I told her that I witnessed my contractor putting down the flooring in the back room with no mallet. So, the conclusion of the planks bending due to excessive force is baseless. Then, I asked her how 5 guys (the number of people that put flooring in my house) could all get the flooring wrong. Furthermore, I inquired why the Floor and Decor (where we got the flooring) showed the same defects in their displays.I went out to the store in **********, ** (2/21), *********, ** (2/22), and ****** ** (2/23) to see firsthand the defects for myself in the DuraLux line (floor brand). All 3 stores showed defects, the same way that they are showing on the floor that is currently installed at my house.This puts me under great suspicion that Floor and Dcor paid this inspector to say that it was an installation problem when he could have simply done research and visited multiple stores and seen for himself that this specific flooring has material defects.Simply put, it was not an installation issue. The flooring that I purchased from them is a material defect. It is now over 2 months and still nothing has been refunded or resolved.
    • Initial Complaint

      Date:03/07/2023

      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.
      I purchased flooring at Floor and Decor When speaking with the sales representative I asked about padding needed. I was told you do not need any. My floor guy went to install the flooring and said you should probably have to install padding with this. With that my he went to Floor and Decor and spoke to a sales rep. about the actual flooring. He was told he did need padding and they told him what was need and he purchased it. The flooring started chipping in the corners of the planks and then tearing causing it to get weak and come out of place. I contacted Floor and Decor and they started a Product claim under #********. I submitted all the documents and photos they requested. ******************************* ************* called me to tell me my claim was denied because the 2 products were not purchased on the same day. This seems so outrageous.I need help!!! Thank you, ******************************* ******************************** ************* **************************** ********************************************* ********** (Montcastle Greige)*The corners of the floors are chipping and tearing off, causing the floors to get weak and come out of place.*The floor was fully installed as of January 2022.*The floor started to be installed on January 5th 2022.*The entire amount that was purchased was installed.*The entire amount of flooring that was installed was affected.*The entire apartment was installed with the flooring with the exception of the bathroom floor.*The floor does not have anything exceptionally heavy on top of it.*The substrate type is wood.*There was an underlayment that was purchased separately from Floor And Decor which was a green foam padding, which was installed under the floor. (Sentinel Prod. *********************** name is Construction 25.*The installer had no issues putting the floor down throughout the entire apartment.*I am requesting a replacement flooring with a peel and stick flooring.

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