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:02/06/2023

  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 filing a service complaint on issue I had with service on Feb 4th at 9:30AM at the Floor and Decor on ***********************************************************. There were a couple of staff at the register and Floor Manager standing at the door. I walked in and none of the staff asked me if I needed assistance. So I continued to help my self. I thought by the picture I had from my contractor I would be able to match up what I needed. However, it was the incorrect color was grey grout and not white grout I purchased. The bag does not expose the color very well is at the bottom in small print. I found out when returned to my Contractor this was not white but grey. I went back to return the the item. When back, I talked to the Floor Manager **** who told me there was nothing she could due because it was opened but not used. I pointed out to her who to find the color on the bag. This was hidden in small print underneath the bottom of the bag in very small print. I was explaining to her I felt I deserve my return because being I am not a Contractor and no one in the store that morning offered to help me. I thought I had the bag matched correctly matching the picture. I then talked to another Floor Manager and would not help either. It then became a service issue the way both Floor Managers were very unprofessional. I pointed out to ************* floor Manager why is Gogo at the door if she cannot ask customers if they need help when entering the store. But this caused **** to get confrontational towards me. I told *** I thought she did not handle the situation well. He then proceeded to side with her talking about rude customer which I was not. I told them both I would pursue a service complaint. If there is a staff of five standing around not doing anything they should have asked the customer if they needed assistance as the store was pretty empty of customers at 9:30AM that morning but serval staff members just standing around. I only received fuss back and forth with Gogo and *** not professional at all - see photos of bag item and Floor Manager badge # both attached.

• Initial Complaint

  Date:02/06/2023

  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.

  I am writing this due to I am a loyal customer that goes to the Doral location very often. This past Thursday (02.02.23) I go as usual to the Floor & Decor at Doral as always, no manager greets you as you walk in or ask if you need help to let them know they do not acknowledge you at all. I go to the Vanity section as per I needed to purchase a few vanities. As always the vanities do not have pricing details so therefore I have to go on my phone to the online website to check the pricing. I approached a sales associate to help me find what I needed to finish a job that I have & I advised the associate that why is there no pricing on the vanities also there is lack of customer service in the store by managers. The associate kindly looked at me and complained that the store does not have enough employee's due to the manager **** does not care at all about the customers nor employee's that she only cares about being on the shift and sitting around enforcing and threatening employee's to do her job if not she will fire them. I have witnessed the store manager yell at employee's varies times in front of customers in an unpleasant manner. I also witnessed the manager **** with her partner which is an employee flirting around and dong unpleasant things while on the job a few times and a few associates ask for help as my self as a customer and she says she busy to find an associate. I advised the associate why they do not complain to the other manager by the name of ** to stop employee's from quitting and to fix the customer service situation and the associate advised me that the manager ** does not do anything in taking these matters into his hands. The store items not having pricing on them and not having enough carts or the lack of customer service with make customers not want to come back.

• Initial Complaint

  Date:02/02/2023

  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.

  No body wants to help to resolve return problems, every body just tells about policy and do not want to help.Spend already 5 hours and didnt get any help

• Initial Complaint

  Date:01/30/2023

  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 attempted to return a product without a receipt. Per the stores website return policy if the purchase was made on the last 90 days, I could get a store credit. I was willing to accept the store credit because I could use other materials for the existing project. Instead of offering the store credit, my DL no. was entered in a system The *************** and the return denied. There was no reason given for the denial; this was my first return without a receipt. The *** rep sent me back to the store and the store refered me back to *** group. Im getting the run around unfairly and no one is willing to address my issue without wasting more of my time and pointing fingers. I want them to be fair and honor the store return policy.

• Initial Complaint

  Date:01/29/2023

  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.

  Date 1/29/23 Transaction ID **************** Purchase Date 8//9/22 $19,007.81 I asked for store credit from Floor Decor, but They said no store credit due to The ***************. What?I have never heard that one before.Tried to return unopened box item with original receipt. My receipt said store credit after **************************************************************************** *******. They took forever to finish. I spent about $30K last 12 months from Floor & Decor. These were leftovers. I owned and operated many businesses, and I recently started working with Floor Decor, but now it's time to go back to *********** Why can't I refund and get store credit? Original unopned box.I have my original receipt and original credit card.Why? Floor & Decor is trying to s**** people. The return amount is eight boxes of flooring for $2k

• Initial Complaint

  Date:01/27/2023

  Type:Billing 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 Floor and Decor Credit Card deliberately gives misleading information about the amount due on the statements to force exorbitant interest rates & charges them incorrectly. I applied for their credit card a year ago to get "interest free" financing for one year and have used it a few times in the past 12 months. I make regular payments, exceeding minimum. They disclose in a red box on the statement, the promotional balance due next with the exact amount due by that particular date to not incur interest fees. The exact verbiage" YOU MUST PAY THE BALANCE $597.47 OF YOUR PLAN 12 MNTH DF INT PY RQ IN FULL BY 12/21/22 TO AVOID PAYING ACCRUED INTEREST CHARGES" On the statement balance, it also lists the "save on interest payment" as matching the red box total. Leading to my issue: if you pay only that amount you are charged the full interest. This is NOT disclosed on the payment information area nor in the red box. Here is my discourse over two calls to the F&D card helpline:When I noticed the interest charge, I called (on 1/24/23 I spoke to a second level supervisor on the **** number, confirmation number ****) to be told that I had to make that payment plus the $100 minimum.I explained that this was not written anywhere in the red box, or in the payment information the bill summary. There was not a way for me to know that amount was due. He said if I paid the minimum over the phone now, he would remove the charge. I made a payment with them on the phone for 3 times the amount but the charge remains. When I called back, I spoke to **** (1/27/23, #****), he told me the dispute was declined. This was not the deal I made with the original person so I am very upset. I do want to contest that the verbiage about the exact amount due is not stated on my account statement. Regardless, the penalty for not paying the minimum is up to $40, not the interest on the promotional balance. I fulfilled that according to their rule on the stmt

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 went in the store trying to return some floor tile. So that I may obtain a different tile that the contractor needed. Upon me approaching the return desk and handing them my receipt. The gentleman told me that because it was pass 90 days, I could not return the product, but on the receipt, it does not say anything about not taking merchandise back after 90 days even if I have the receipt. The receipt says Returns over 90 days from purchase or without an original sales receipt will be processed to merchandise credit. The receipt does not say anything about not taking merchandise back after 90 days with a receipt.

• Initial Complaint

  Date:01/09/2023

  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 received the tile that I ordered on 12/9/2022. I immediately called when I realized that tile I received was not a the through body tile (the color is not only in the surface, but goes all the way through) as specified on your website. The *** is correct, but the tile is not through body I called right away and was told someone was to get back to me within 24 hours, which did not happen. I called back on Wednesday morning 12/14, and was told that they sent an e-mail directly to you and that you (or someone from your office) would get back to me within ***** hours. That has not happened either.I want to return the tile, and since the company did not send what I ordered I want my payment of $2,702.56 returned in full, and I want the company to pick it up. There is no reason why I should pay for shipping since I did not receive what I ordered.

• Initial Complaint

  Date:01/09/2023

  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.

  Good Morning,Floor & decor are charging me 40 a month plus **** for ? I dont know . Im paying total amount due monthly. Thats why my balance does not decrease . Im stressing. I need help resolving this . I have emailed no response. Please help

• Initial Complaint

  Date:12/24/2022

  Type:Billing 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 have a F&D credit card. Was used in September of 2022. Balance was paid in full in October 2022. I have NOT used the card since then and it has been on me ever since. I live in *******, the card was charged in November around Thanksgiving in ********* ****** of all places for nearly $3000.Floor and Decor fraud department is still wanting me to pay the balance while they investigate the fraud. The investigation is going to take 3-4 months and if I dont pay my credit will be dinged with late payments. This is unacceptable service.If this fraudulent charge or digital error on F&Ds part is not reversed and my credit is hurt due to it, I will be suing to the extent of the law.