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:11/02/2022

  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.

  How about ANSWER THE FEAK'N PHONE. Nothing like being ****** off already and then nobody's home. AFTER 20 CALLS from home I go to the store, I'm standing inside the store and calling at the same time...the ********** the designers, managers, and the cashier DON'T BOTHER to pick the phone at the Wayne ********** store. Any concerns or questions about your purchase orders FORGET ABOUT IT!

• Initial Complaint

  Date:10/31/2022

  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 July 28, 2022, I returned merchandise back to Floor and Decor. I was denied the return for not having a receipt, which I did. At first arrival, the cashier asked for my telephone number and started returning not caring for the receipt or not. The transaction was denied and I was given the number to the *************** for further assistance.With much hassle, I thought I resolved my issue with the *************** providing a letter that had to be postal mailed (ridiculous in this day and age) and phone calls that felt I wasnt getting clear answers. Finally after 2 months waiting on a response I received an approval that I can return the merchandise. All because the BBB was involved.To my surprise, on September 12, 2022 I again proceeded to F&D ******* with the merchandise, I explained everything that happened the first time to the SAME cashier attending me again before she began returning. I was again denied the transaction, I asked to speak to someone that can help me, hesitantly the cashier called *****. ***** took a picture of my approval from the *** and left for 20 minutes and returned to let me know he couldnt help me, I need to call ******* the operations manager the next day. I have been calling and emailing since and til this day no response from F&D. Im very disappointed in this situation.Floor and Decor has been playing a cat and mouse game. This has been a nightmare. Please Help. It seems Floor&Decor is purposely denying returns to customers and then putting them through a nightmare not to return money. Coincidentally on Sept 12 as I waited for assistance I observed the same situation happening with another customer returning merchandise. I need someone to contact me from Floor and Decor to provide me with the information I need to proceed in returning and receiving my refund.

• Initial Complaint

  Date:10/30/2022

  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 flooring and placed an order for two transition pieces to match the Washing Park vinyl plank flooring. The reason for my filing a complaint is because I still do not have the transition pieces that I paid for in July 2022. I have called numerous times over the last four months to no avail. I spoke with *** on Friday who discovered that the person who placed the original order entered the wrong color code. *** told me that he was going to order the correct pieces and email me a copy of the order. That never happened. I am asking that Floor and Decor order and deliver to my home the correct transition pieces and refund the money I paid for them back in July. In addition, I have two pieces that were sent in the wrong color that to be picked up.

• Initial Complaint

  Date:10/29/2022

  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 credit card with Floor and Decor. I had two promotional offers expiring and required final payment to avoid interest charges. I missed the first promo plan payment on 9/14. Which at that point, I expected to pay those interest charges, since the date had passed and statement closed. I made a payment on 9/18 for $3,325 to ensure I paid the 2nd promo balance of $2,925.16. The payment was applied incorrectly and I was still charged over $3,000 in interest. I would like Floor and Decor to correctly apply my payment to cover the larger amount owed/due.

• Initial Complaint

  Date:10/24/2022

  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.

  Received a Floor and Decor credit card in the mail. It was addressed to my maiden name. I did not apply so called to report fraud on 10/24/2022 @9am. Was informed the application was processed in store at store#*** (***********)on 10/10/2022. I have never lost my driver's license so how was this person able to apply because I have NEVER not been asked to provide identification when applying in store for a credit card. I have attempted to contact store #*** to speak with a manager to obtain the protocol/requirements for applying in store but it rings and rings and then disconnects me.

• Initial Complaint

  Date:10/22/2022

  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.

  This business acts as though buying merchandise from them will be so seamless and hassle free (free design service, flexible return policy, etc). I bought all of my tiles for a whole house renovation, over $10k worth of merchandise, and relied on F&D's free design service to make a recommendation for number of tiles I needed for my project. I was told that I can return any excess any time. My project is finished and with such a large project, it took months but I thought I could still easily return my leftover tile inventory. Instead, I have run into a situation where this third party company that F&D uses called "The ***************" has flagged me as a potential fraudulent shopper for excess returns and blocked my returns. Now I need to go through a lengthy process to try to be "unflagged" which I barely have time for. The amount of hassle and time this is taking me, as well as being yelled at like a criminal every time I call this ***************, has diminished my entire perspective of dealing with F&D. I will no longer do business with a Company that makes it this difficult for honest shoppers. I hope with enough BBB complaints as I see others have had the same experience, they will change their policies.

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising 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 & Decor has literally placed my account under fraud for an account NEVER USED. I called on Friday October 27th to try and speak with customer service who could not find my account they transfer me to fraud who was so rude and had no idea why this account was placed as a fraudulent attempt of a transaction. She kept talking about how many years experience she had in fraud with the bank etc. I am waiting for an email to remove the block they unjustifiable placed on my account. Account in which literally was never used. They dont have a date time or person they claim this to be fraudulent. This is a corporate account and if it wasnt for the fact that I only ordered 1 card! I would assume an employee tried to defraud this company. This instance is totally unacceptable and needs to be fixed immediately

• Initial Complaint

  Date:10/18/2022

  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.

  I spent over $200 on shower shelves from this company. They sent me mis-matched colors and pieces that were not polished on both sides (despite the website saying they should be) as well as one piece that had a huge scratch down the middle (appeared to be returned because the package was already open). Upon contacting them, they said they'd send me a ***** return label and I could send them back for a refund. I never got the label. I have since contacted both the corporate office and the local store that shipped them seven times and each time, I am put on hold for more than an hour, hung up on after holding, or told they're closing and don't have time, need to find a manager, etc. No one will help me or find a resolution for me. Meanwhile, I have spent this money on a product I cannot use and it has delayed my project by *****.

• Initial Complaint

  Date:10/17/2022

  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 purchased Nucore LVP flooring from the ************* store in Sept 2021, when we asked if it could be laid on top of ceramic tile we were told yes ,and the sales person said we didn't need a moisture barrier. so I had it installed a week later by my own contractor, who is ******* **************** and that's mostly what they do is flooring, he even said that there isn't a need for a barrier. According to the paperwork in the box, it says a moisture barrier is needed on concrete, I have the paperwork. we had over ***** sf of flooding laid. I purchased this FLOOR because it said scratch and dent resistant, which is not true ,the vinyl is so soft there are dents all over and scratches. I put in a claim ,sent photos, went back and forth for a few weeks and was told it was denied due to no moisture barrier, and there's no Warranty on dents and scratches!! Yet under the Description of the flooring it says Dent Resistant and Scratch resistant. It was only a few months after having the floor laid that I started to notice the issues. there information is very misleading . I have all correspondence from them and pictures and information regarding this particular floor that is made in ***** and Floor and Decor is the Manufacturer. please help me with this issue ,at first I just wanted them to replace the section that has scratches now I want my money back . thank you

• Initial Complaint

  Date:10/11/2022

  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 have placed the order(order number ********) on 8/18/2022 from floor&decor. Its a stair nose which is a special order. I have been waiting almost 2months to get it ready to pick up in floor decor (Alexandria). However, the issue occurred. The stair nose was bent damaged in the middle part and nobody contacted us from floor decor regarding it. Until today I called and finally someone told me the truth. Their attitude are awful including the store manager (named ****) and associates. They made ex-cuses, denied their responsibilities and told me its nothing to do with them( floor decor). As a customer, as we know , I placed the order with floor&decor, they should be the one take care of all the issues. Why customers have to suffer and bear the damages and the company has no apologies and no responsibilities!!! Worst company ever !!! The store manager gave me two choice to settle the damage: 25%off or reorder. Even they know reorder takes 3months more and I told them I cant wait any longer, my contractor has been waiting to install this. Well theyre like its not their business! I told them it limits our usage and we cant make fully use of the stair nose. It would be the hard time for us. 25% discount for such kinda damage is completely not enough to cover our loss and time we have spent. The store manager was rude and said that why you dont ask your contractor to cover the other 25%!!!! How ridiculous! They acted like they didnt care and I have to take the option they offered, no exceptions ! As Im the victim, I have to bear the damage and their unprofessional attitude . I decided to bite the bullet,pick up the order first and hope my contractor can use it if possible , otherwise I have to wait another 3 months at least. Half year for a stair nose, how ridiculous! Moreover, when I picked it up in store, the associates were laughing and badmouthing while Im still there. I need an apology from their company for everything I have suffer from them.