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Business Profile

Floor Materials

Floor & Decor

Headquarters

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:10/04/2022

      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.
      At Floor & Decor in ******** last week spent almost $1000, went out to my truck and one of their carts have been pushed into the side of my truck hitting my drivers door. The manager said that they were not responsible, but they have video of the person who damaged my truck and would not give me his name or let me watch the video.? So I reached out to Floor & Decor. They say they could not get the information of there customer who damaged my vehicle in their parking lot so they were sorry that's all they could do for me. I don't understand how somebody can pay for their product go out to their parking lot and damage my truck and Floor and Decor is not responsible and refuse to give me the customer's information who just bought product in their store.

    • Initial Complaint

      Date:09/26/2022

      Type:Billing 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 June 2nd we filed a dispute about our promotion rate being 24 months and not 18 months. when we filed the dispute we were told not to pay off the amount owed in full and to wait for the resolution. once the resolution happened, then we would be given the opportunity to pay it off in full. in august we got charge the interest which didn't make any sense because there was still no resolution to our dispute. regardless I decided to pay off the full amount owed until the resolution came. September 2nd we got a letter saying that we lost the dispute and that we would be charged the interest. this does not make sense because we were told we would be given the opportunity to pay it off in full if we lost the dispute. this has not happened. we have been waiting to speak to a supervisor that can help resolve this and have made several calls but nothing has happened. I will take this to court if I have too

    • Initial Complaint

      Date:09/24/2022

      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 purchased water resistant composite flooring and cap/coverings for my stairs to match from Floor and Decor in 2021. It took a few months to come in and was neatly wrapped on a pallet for pick up. I pick my order up brought it home and place it in my carport. A few days later we had a pipe burst in my basement and spent the better part of the year try to fix and remodel our finished basement, all the while the flooring sat wrapped in may carport. Contractor and supplies were/are hard to come by due to Covid and labor shortages. I finally reached a point where I could install the new floor, when I went to install the stair caps/coverings I discovered they were the wrong color/style. I tried to return them and Floor and Decor claims the order is beyond the 90 or 110 day return policy (I was told two different policy time lines). They said there was nothing they could do and I was out of Luck. I pointed out that their employee entered the order incorrectly or their manufacturer may shipped the order I correctly. Either way what I received was incorrect any wanted to exchange the stair caps for the correct color and style. Floor and Decor refused to help. Now I am stuck with miss matched flooring and out about $800.

    • Initial Complaint

      Date:09/21/2022

      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 applied for a store credit card from Floor and Decor a few months ago and received approval in the store and made my first purchase in June or July my first statement came in the mail but I had not even received the credit card yet I called Comenity as per there statement instructions trying to make my payment but they could not assist since I did not have my account or card number as the account number was not posted on the statement so I was not able to make the payment that day which was the due date I tried back the next day and the rep told me to check the bottom portion of the statement the credit card number should be listed there even with that info the rep was not able to pull up my account and I was not able to access through there easy pay online I was transferred to a manager that advised they were switching systems and my account is in the old system it should be updated in a few days he took the payment and removed the late fee the next month the same scenario multiple calls then finally someone that can take the payment this month I have called several times to no avail no one knows how to help or what to do I get hung up on told you go directly to the store Ive done that they do not accept payment now my payment is late again and will be 30 days late as of Oct 2, 2022 I cannot have their incompetence effecting my credit plus not to mention the amount of time Im spending trying to just make a simple payment if they cannot find my account and I no longer owe you money then send me a confirmation letter so I can rid myself of the burden each and every month of trying to speak with reps that have no idea of what is going on nor how to fix the issue

    • Initial Complaint

      Date:09/21/2022

      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.
      Floor & Decor credit card managed by comenity bank has been unable to access my account to make an adjustment for over 4 weeks now. when I call in to the ***** number , which I have done several times in the past 4 weeks, im told there is nothing they can do , their system is updating and they are locked out of some accounts.The adjustment is for a 0% interest promotion , I paid the $1742.96 on 7/22/22 witch was the total do on the 0% promotional piece of the bill. on 8/8/22 they billed me $819.68 for the accrued interest.my bill has increased by $819.68 which I'm now being billed interest on monthly.Please help

    • Initial Complaint

      Date:09/20/2022

      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.
      Manufacturer defect in flooring, Floor & Decor is hesitant in refunding the order, and has cost me a lot of money in delaying the installation of this floor. I will be taking them to court out of principle.

    • Initial Complaint

      Date:09/15/2022

      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.
      Online order. Order pick up May 2022 Due to project delays at home, we did not get to installing floors until last week. At that point. we noticed that the rubber gym tiles sold to us were infact foam tiles with a thin rubber topper. We pulled store's return policy and read that for returns past 90 days, store discretion is needed.Visited store and was told that the return was denied, but they were able to leverage a *** store credit of $277 policy (not written anywhere) to accept four of the 11 items purchased. I was told to call *************** for an exception. *************** stated the following reasons for denial:1. No receipt: This is not applicable to me. I have a receipt 2. No refund after 90 days. This is not accurate. Written policy says "store discretion:" and manager was able to credit me back a portion of purchase.3. Return history. Not applicable. I have no return history, as proven by a "transaction" report emailed to me.4. I was told to mail an "appeal request".Upon further search, this company lost a class action lawsuit for misrepresenting floor products. The items i purchased were misrepresented. I am seeking a refund on the remaining items purchased.

    • Initial Complaint

      Date:09/15/2022

      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.
      we live 3 hours from Floor and Decor, thus decided to make an online order to be delivered - the longest their website said would be 14 days. We had 2 of the items from a long list delivered(one quite damaged (but salvageable). It has been 16 days and after an hour and a half on the phone with various Floor and Decor people, I have been told that they cannot give me any information for the delivery of the items, or a phone number for the "vendor" that is supposed to be sending the items. This is mind-bending - why list products and lie about the availability of them. Then not give any answers to when we can expect them. OUTRAGEOUS CUSTOMER SERVICE!!!!!

    • Initial Complaint

      Date:09/12/2022

      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.
      On July 18,2022, I went to the Floor and Decor Store at *********************************************************************. I bought over $1,000 in building materials to remodel my kitchen. I paid ************************, the store designer, $75 for Cutting Edge Countertops to come out and measure my kitchen. I was told they would come out and measure within three days. No one came. I called both businesses. They had lost my information. Finally they measured on 07/29. I called F&D several times. Finally I went to the store and ************************ ************* and ************) told me to stop calling and coming to ask. She said to wait for a call with a quote. My wife and I had even picked out a countertop. No one has called me back with any quote. At this point I would like my $75 refunded since the store has failed to provide me any service. After spending so much money there, I find it a shame that the store is not interested in my business.

    • Initial Complaint

      Date:09/12/2022

      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.
      I have been trying to place an order with a pro for two days - they could never get the order correct. I had to have it delivered by Wednesday so I placed the order anyway even though it was incorrect -it would not remove items already purchased and picked up and had the wrong rate for delivery but after multiple calls, there were able to reduce the delivery fee but not the extra items.). Can never get anyone on the phone, - have called four times today and it rings so many times that the call disconnects. I need my items! I need them delivered! I have never seen a company so much in disarray than this. I need someone to contact me and deliver the items needed to start my job - I have installers lined up and on a construction site, time is money. Finally got a manager, **** on the phone and she transferred me to "controller" that never picked up. I have spoken to the following people, *****, *****, ******, **** as well as someone from an ************ (more that I did not get name of-phone constantly rings, no one answers and NO ONE IS ABLE TO HELP ME. ORDER NUMBER: ********

    Floor & Decor is NOT a BBB Accredited Business.

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