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

  5880 W Bell Rd Glendale, AZ 85308-3889

• 

  Floor & Decor

  7125 E Broadway Blvd Tucson, AZ 85710-1404

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  Floor & Decor

  8925 Apollo Way Downey, CA 90242-4031

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  Floor & Decor

  2918 Buford Dr Buford, GA 30519-6538

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:12/20/2022

  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.

  On November 1, 2022, I went to floor and decor to pick out tile, backsplash, and other items for my kitchen remodel. This week the installation of the backsplash took place and much to my surprise their were many inconsistencies and mismatches through out. It does not give the look that we were going for and makes the entire kitchen look tacky. My installer, contractor, and I checked the skew numbers on all the boxes multiple times to determine if we had made a mistake. The skew numbers were exactly the same, but the remaining tile in each of the boxes was mismatch. On the evening of December 16th, my contractor went to the location to inquire about the problem and was told to wait for a manager who never came for over an hour. One the afternoon of December 17th, we returned to the store and spoke with a manager, ******. ****** immediately came out with a defensive and negative disposition. She was aggressive and dismissive in her tone. When the problem and concern was explained to her, she appeared to be bothered. ****** stated that since it was natural stone we should have known the need to go through every box and color match the tile. She then walked off. There is no visual signage stating this, nor is this evident on the display. If we had been made aware of this issue then we would have been more detailed in our purchase. We assumed that items with the same skew number would be the same product unless told differently. As the pictures below show, these items are not the same even though they are sold under the same skew. This is false advertisement. Buyers should be made aware of this up front before having assumed the cost of installation and materials.

• Initial Complaint

  Date:12/19/2022

  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.

  We decided to purchase new floors from Floor and Decor six months ago; as we were checking out, they recommended we apply for their credit card to take advantage of the zero percent offer. After considering it for a minute, we did. A week later, we received a phone call telling us they were canceling the card without reason; I said that was fine as long as I kept my rate at zero percent for the year, as we agreed. They said that would be fine. Four months pass, and I receive a notification that I have a NEW settlement on my credit report. I have never even defaulted on a loan or line of credit, much less settled. After hours on the phone getting the runaround, I was told it would be corrected. I am still waiting for this correction. It's very unprofessional for Floor and Decor to do business with loan sharks that try and destroy people's credit for no apparent reason.

• Initial Complaint

  Date:12/15/2022

  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.

  We recently worked with Floor & Decor ******* location with their design center to select new flooring for our home. We selected bamboo flooring and based upon their recommendations, a cork underlayment. We were aware of the susceptibility to moisture but were told cork was a mold and moisture barrier and to be used with bamboo and if we used anything else it would void the warranty.The floor was installed Nov 12th and Nov 18th we observed cupping, bowing and popping of floor boards. It gets worse daily.Floor & Decor has accepted no accountability and just blamed the installation. In order to purse warranty we are working with the third party flooring inspector and are awaiting their report.I am unable to fix my floor as I am waiting on their lengthy process of 3rd party and they accept no ownership of recommending incorrect products

• Initial Complaint

  Date:12/13/2022

  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.

  Went in to Floor & Decor on *************************************************************, this would be my first purchase from this business. The day I went in was 12/07/2022 around 3pm-4:30pm. I got some help from a gentleman in the vinyl flooring section. He was helpful and patient with my questions and concerns. He directed me to a vinyl flooring that would be best fit for my project, and priced at $1.99 per sq. ft. Once I was ready to pay the chaos began. One lady had a problem with her shipment and had so many questions was pretty much holding up the line and the hold time she was helping not once did customer service gal never stepped in and said "I can help you with that" to the lady with order issues. So maybe the line can keep the flow going and only cashier was trying to call management. The management did not respond on the walkie talkie radio. The one customer service girl was so lost, she was helping me at one point then started helping another customer and basically jumping from one customer to another with out completing each customer's needs. So finally the cashier asked me if I wanted cash out. I bought 6 boxes and came out to about $660 including underlayment. seamed high for an clearance item. I loaded up and left to my project, I went on the Floor & Decor website and looked for the item. Sure enough I was charged $3.99 per sq. ft. I called the call center and was explaining my situation when I was interrupted by the rep. and was told to "come down". I was being polite and was not raising my voice so I asked her. "Ma'am was I yelling'" she never answered my question and carried on, basically telling me I have to go back to the store where I bought with all the items. I was so frustrated at this point I told her if I have to do all that then I will just go in for return then. This was my first time and my last time at the place.

• Initial Complaint

  Date:12/05/2022

  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.

  Good morning! On or around the month of August 2022. I spent approximately ******* worth of flooring at Floor and Decor. I bought Flooring that stated it had a lifetime warranty. I have copies of receipts. It has really been an ideal nightmare with the whole back and forth at ************* Escalations. On September 11, 2022, I had an issue that took place at my condo with a faulty sump pump. I had asked if they could send someone to come take a look. They advised me that I would have to pay for someone to come out and do an inspection. After speaking with someone at customer care. I was informed that they were refusing to send someone out. They than offered to pay me $321.72 for my troubles. I informed them that I would not be taking this offer as I had spent $******* 1-2 weeks later they offered me $644.00 in efforts to resolve the issue with floor and decor. This settlements were in the amount of or coverage of **** boxes out of the 70 boxes I purchased. Im hoping someone will respond to this thread or give me a call. *************. I am still waiting on a supposedly gift card they stated they would send over. I would like to have some sort of compensation for the the amount of flooring that Ive had to purchase. I also, went back to Floor and Decor In Good Faith and purchased another **** sq Ft of Flooring.

• Initial Complaint

  Date:11/29/2022

  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.

  My wife and I purchased the ************************** Core Luxury Vinyl Plank. We hired a licensed and experienced contractor who only specializes in flooring, a company that has successfully installed flooring in 4 of my family homes in 2022. Upon opening the first few boxes the contractor stopped and determined the product was defective. The specific problem with the product is the vinyl is gapping at every seam, and the "snap in" joint cracks with slight pressure, something normally not typical during installation.I was told I needed to drive to your store to initiate the return, as I did after the initial purchase online as well, and in doing so I brought back a closed box and asked the store representative to place them together to show they gapped and were uneven, which she did with her mallet and installed them against the register up front. The planks showed the seams were uneven and I was able to run my fingers across and catch the edges of the uneven planks (which I received a credit for the box I brought in). However, I was told this wasn't enough evidence to prove a defective product for the opened boxes (6), as well as the photos I showed of the installation in my home and was told a claim would need to be filed, which from my understanding could take weeks to process according to the store representative.I was told by the store staff "it's hard to take a customers word for something and be shown photos," but this is truly a defective product, not a customer looking to lie or a malice return...the whole thing has been pretty frustrating and we're asking for a refund so we can put new flooring back down in time for the holidays and keep our two children and dogs off exposed construction material.I'm asking if Floor & Decor would refund the 6 opened boxes, as well as the unopened, and the delivery charges of the defective products and help write the narrative for Floor & Decors customer satisfaction and service.We hope to hear from you soon.

• Initial Complaint

  Date:11/22/2022

  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, sold a solid hardwood floor (41 boxes) to me. I got that white glove delivered in the room of the install to acclimatize it for the required period of time. I used their recommended installers (IME) & the installed floors has a lot of issues. Floor have huge gaps all over the place, it creaking & its cracking & scratching like a low hardness floor. I reached out to them to claim a warranty on the ************** said it's installation issue. Installers said it's pre-millwork issue on the solid wood (LifeScapes ***** SHORT LEAF ACACIA) SMOOTH SOLID HARDWOOD) I have been trying to get to manufacturer to get their opinion but ********************************************* doesn't disclose it. Nor does it help me withy warranty claim which has been open for a month.

• Initial Complaint

  Date:11/16/2022

  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 11/15 , I went to the Floor and Decor(F&D) store in *******, ** to buy additional peel and stick distressed metal wall panel. I had already purchased several boxes of this item from F&D a few months ago , but ended up being short by 3 boxes, to complete a wall. I could not find this exact item at the store and when I asked a store associate , he said that item may have been discontinued. When I got back home , I searched for the **** on F&D and found that they have this item in their distribution center. When I ordered it , a shipping charge of $177 was added for a small purchase of $232. This is a ridiculous charge for shipping the item and that too to ship it to their own store and not my home. I called their customer service and they were very rude and said it is what it is and they cannot change that. This is totally unacceptable charge for shipping , when most other stores dont charge for shipping to their own store . This seems like day light robbery in todays world where most stores provide free shipping. I was left with no choice as I need the 3 additional boxes to complete my project or I would be left with a wall that is incomplete. I would like to formally complaint about this heinous business about charging unassuming consumers an arm and leg for shipping.

• Initial Complaint

  Date:11/11/2022

  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 several luxury vinyl with Floor & Decor from July 4, 2022 to July 27, 2022 for a total of $8969.22 not including tax and delivery but just for the product in question (NCRP 7X48 6.5MM *******************) Three months after installation I found several raised up edge and corners. I called my contractor to investigate he said our flooring is level and should not be experiencing this type of problem. He then conclude that the only other reason is defective product. He tried to repair and bought additional materials and proved that the clips to hold the flooring together is weak and really not durable. I emailed a claim/dispute with the company and waited for 72 hours to respond. I missed a call from their representative and tried calling right away but was directed to a voicemail saying they will call me back for another 48 hours. I tried calling the store and ask for the claims ***** I was put on hold for about 30 mins without anybody answering the call. I'm asking for a refund for at least 30% of my purchase. Since the flooring clips are too weak my installers could not reuse any materials that are currently installed without replacing them with new ones. I would appreciate any assistance on this complain. Thank you.

• Initial Complaint

  Date:11/10/2022

  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 purchased an Item in April 2022. I know would like to exchange the item for a more expensive product, however they will not accept a return (for store credit/exchange) because it is beyond 90 days. HOWEVER, their return policy avails an opportunity to have a return for store credit after 90 days. My request to exchange was honored by store staff who proceed to process the request; but the transaction was declined by a third party return reviewer. Store staff could not override the transaction and referred me to the third party, who referred me to back to customer service. **************** advised that the policy is 90 days and cannot be honored after that. This is not consistent with what is on their website.