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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:03/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 went to the store on Saturday (03.04.23), to place an order for floors. The cashier ran my purchase on the Floor and Decor credit card using the 18 month interest free promotion, without asking me. I wanted the 48 month option. She tried to cancel the order, and that's where all the frustration started.The order got stuck somewhere, and I was told BY their manager ****** that IT would have to resolve this on Monday. . ****** also promised to compensate me for all the issues that happened at the store.Monday came and I spoke to ****** again. She wants me to go to Lakeland and try to run the card again. I suggested that instead of me driving to Lakeland, that she called the ********** store (this is the store where I was going to pick up my order), to hold the boxes until next Saturday so that I wouldn't have to go to Lakeland and try my card again, with no guarantee that it would work.After much insisting, she finally called the manager and the ********** store, and was told that he would hold the boxes for me. When I asked her about the compensation she promised, she gave me an excuse that I'm now purchasing at a different store, and there's no guarantee that they would give me any discounts. I did receive and email from ******, with the ********** manager copied on it asking for them to hold the floor for me until Saturday; however, after speaking with the wood manager, ***, in **********, I learned that its not possible to hold the floor for me. Also, although ****** told me the issue was fixed, when I called the bank, ** told I have a $5,816.42 balance, a credit limit of $6,100, and $6,099 of available credit. So whatever it has been done to my account it hadnt been fixed. I should have zero balance and a full $6,100 available credit. This issue still isnt resolved, as my card still is showing a balance, I dont have floor, and her offer to compensate me hasnt happened.

    • Initial Complaint

      Date:03/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Returned floor because was defective. Store refused to accept 3 boxes that ware opened and they cant put it back for sale. Its defective and they will put it back for sale ???? Thats amazing.

    • Initial Complaint

      Date:03/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Feb 22, I made an online order from Floor and Decor. Order # *****************, altogether $3,956.13. My contractor picked up the order on Feb 23 from the local store located in *****, *******. Then I received an e-receipt via my email. Today I called to the customer care of ******************** to ask for a hard receipt copy sent to me by regular mail. I was refused. Only a receipt, buying products almost $4000 but being refused after an hour talking on the phone, it is unacceptable. They told me to go to the local store to get one. There is an hour driving from my place to that particular store. I called the local store but I was told that I purchased from the online store, not from them. I am writing to BBB so Floor and decor would send to me a hard copy by regular mail.

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Unanswered
      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 was disappointed when they told me I could not return the clearance tile marked OOPS.The label or receipt does not say no refunds. I called again today and the Tile manager **** confirmed he would not refund my money. He said that is the policy in our system. **** was very short with me and offered no options to resolve this issue.This no refund policy should have been provided in writing. I believe this secret policy on clearance tile is deceptive.

    • Initial Complaint

      Date:02/23/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 $30,000 worth of flooring. The sales rep said we needed extra flooring due to the scrap that comes inherently in each box and if we didnt use, even after the 90 days, theyll take it back. Fast forward 12 months our project is over and we have $5000 of unopened boxes extra of the overage purchased. We took the unopened packages with original receipt expecting a store credit since it was over 90 days. We were denied. Do not follow the advice of the ********** dont need extra. They wont accept your return.

    • Initial Complaint

      Date:02/16/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 dates: 07-28-2022; 08-05-2022; 08-08-2022 and others. During the late summer and early fall of 2022, my wife I purchased appr. $13,000.00 worth of flooring and bath tiles from Floor and Decor of ***********************************************************. We were advised by floor specialist, ******* and others to order early because of supply chain issues and covid-related delays. We were also advised to order extra product to ensure color lot uniformity, waste, etc. All excess product could be returned. The flooring and tiles arrived at the **** store long before they were needed. We were ordered to pick up the product or face daily storage fees. Supply chain issues and slow inspections and other covid related delays contributed to delays in house construction. When the floors and baths were completed, we hired a tradesperson (we are elderly, and the tiles are very heavy) to truck the leftover tile to F&D. The clerk told the driver that the tile were more than 90 days old, but he left the tile at the **** location. The store INSISTED that we take delivery of the tiles long before the contractors were ready for the product, and by the time we used them, the store said that we had them more than 90 days. The company's written return policy allows for returns over 90 days on a case by case basis. When we were urged to order early and extra, we were assured that excess product could be returned, never was a deadline mentioned orally. We attempted return after about 130 days after being forced to take delivery before we wanted or needed. We purchased about $13,000.00 and attepted to return $632.90. F&D made appeal to a third party company that they use called ***************. Their written refusal is enclosed Thank you, *********************** i

    • Initial Complaint

      Date:02/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Precise Flloring LLC, on its website *********************************************, states that they are a partner of Floor and Decor. This deceiving publicity caused ** to believe that Precise Flooring was co-owned by Floor and Decor. This caused us, among many other issues, to be scammed for approximately $500 during our tile replacement project in our condo in *****, **. We urge Floor and Decor to address this situation so that this unethical contractor will not deceive future clients.

    • Initial Complaint

      Date:02/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 husband and I purchased flooring at the ****************** 2 weeks ago. We went to pick up additional supplies today and the flooring is now .50 cents a square foot cheaper. We were told they do not do price adjustments. There is nothing in the store anywhere that stays they do not do price adjustments. This is not right! I would love to get the reimbursed for the difference especially in todays economy. If that doesnt happen at least I have filed a complaint and others will see it.

    • Initial Complaint

      Date:02/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Buyer Beware. Please research other suppliers that honor their warranties.1800sqft of Luxury Vinyl Plank (Nucore) was purchased January 2022. The flooring was extremely noisy to walk on after the installation. The joints would pop and snap loudly and repeatedly. After a few months we noticed areas throughout the house beginning to show damage. We contacted our installer who arrived onsite and advised us to file a claim with Floor & Decor as it looked to be a defect in materials. We contacted Floor and Decor and started the claim process. After several weeks they sent out a flooring inspector (who in person was extremely sympathetic and acknowledged the product had issues, though this of course was not included in writing). 2 weeks later the report was provided to me stating the following conclusion:Conclusion: Based on these tests, observations and information provided, there was one area exhibiting curling,broken edges and producing sounds. This area also offered higher moisture readings. This indicates something localized causing the conditions in question. Destructive testing would be required to confirm the causation.The claim was denied. This is clearly advertised as 100% waterproof flooring. Floor and Decor website clearly states "Not affected by moisture or humidity" "lifeproof" "waterproof".However we are being denied on our claim because one of the damaged areas they focused on "offered higher moisture readings" ,,,, yes this is what happens when joints on the boards break over the course of a few months.. moisture will enter those breaks... How can a product advertised as 100% waterproof, lifeproof, not affected by moisture and humidity, be denied on the claim that "higher moisture readings". The report lacked any mention of the other troubled areas in the home that were discussed with the inspector.We were told our claim was "closed" however I have the option to hire an additional 3rd party inspector at my own cost.

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Avoid this business at all costs. I have never experienced such terrible customer service in my life. I bought several cases of stone ledger. It was my second batch after we ran out half way through. So the second batch, I had my employee install it when he started to notice the colors did not match the first half we already installed. He double checked the sku# and product name and color, which said it was the same. It was not. When I came to the job site the bottom half was white as it was suposed to be, and the top half was grey. Very noticeable and was a complete eye sore. I went back to the store and showed the manager the pictures, in which she agreed herself that it looked terrible and were two different colors. Went back to the display wall, which was glacier white, like it should of been, but all the stock behind the display was grey. Not only that, but the back of the stone had a rough texture on every single piece. The correct white stone was all smooth, 100% of them. And to top it off the grey stone was flat and not rigid at all like the original white product. These were two different products, colors, textures, but they used the same sky number. After the manager took a look and agreed with me she mentioned she would find a store with the correct white color way to finish my job, then passed me off to a different manager at corporate to handle this. I then find out the manager made zero effort to call to try the right stone at another store a suggested. I went there, and sure enoug, they had the correct white stone that they have displayed at all the stores. So the manager had no intentions of getting me the right product from another store. The corporate manager that she passed me off to, simply said that this does not qualify for any kind of resolution because sometimes stones differ slightly in color. NO, this is not what was displayed, nor what I paid for. I lost $5000 on this job and a great client because of this shady business. I need resolution

    Floor & Decor is NOT a BBB Accredited Business.

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