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:09/09/2022

  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 bought a floor from Floor and Decor in November of 2021 and installation was done on 12/21. The services has a 1 year warrenty. Floor and Decor outsources thier installs to installations made easy which uses several vendors. I believe the vendor used was Global Flooring. I have been working with ********************************* ********************************* over at installation made easy since the end of June trying to get resolved. We recently have been trying to work with an installer named *** at this phone number ************ who doesn't seem to be able to text us back with a date and time. He has since ghosted us and won't answer calls and I have escalated this to **** and Floor/Decor. We paid with material and install well over 9K and getting the run around to fix. We've sent pictures of the buckling to ****, Vic and Floor/Decor. I have also reopened the case with Floor/Decor case number ********. We are getting this is potentially a product issue whereas it is clearing an install issue. I have started the process of reporting to the new 11 *******, now you and next two steps are social media along with legal action. There is no reason that we have had to chase these people since the beginnig of July. We are damaging the floor the more we try to avoid walking on the buckled floor.

• Initial Complaint

  Date:09/08/2022

  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 came to Floor and Decore to purchase flooring, back splash and firer place tile, so I had to make multiple trips to the store. My customer id ********* On day 8/30 I spent ******** trans#**************** and 8/31 I spent ****** trans # **************** and 9/3 I spent ******. ****************. total over ***** dollars. The store has employee's helps with your purchase; you tell them the sq ft.& they let you know how much you need. You pay for the purchase they load it up on your truck. Out of these purchases we are talking about 126 pieces of tile #********* 12x24porcelain tile (white). My contactor was laying the floor (I saw white I was good) he put down 56 he ran out so that's when I had to go back to the store because they did sell me all I needed fine, that's when I purchased 70. When we go home the tile that was laid was not the right time the second order was right, one was a matte finish, and one is porcelain When I went back to the store the stated that the item number was the same and in the same bend, but it was up to me to check all materials before inserting. So they 58 pieces was my lost and they would not take any action and plus it was not their contractor. The store refused to hold accountability for stocking the wrong product on the shelf and pulling the wrong merchandise and leave it all on the customer. The manager ***************************** refused to come out and ever speak to use or try to help in any way. Leaving his supervisor ******** to just hand me my receipt. When I asked again for ********, to please get me the manger his reply was " its nothing he is willing to do" My contactor has changed me to pull up the wrong tile and reinstall the other ***************************** ******. I am upset by the way I was treated with no attempt to make thing right for the customer. It's stated your fault it's your cost. Not only that they charged me 4.92 8/30 [email protected] total ****** but on 9/3 they charged me [email protected] ******. They don't

• Initial Complaint

  Date:09/05/2022

  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.

  08/22/2022 I purchased a wet saw... I used it once and tried returning ...They stated at time of purchase and in coordinace with there return policy is a 90 day period.... it is in nice condition...i just brought it in dirty with tile dust but offered to wash it...They refused to refund my money

• Initial Complaint

  Date:09/01/2022

  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.

  This is to file a complaint against Floor and Decor. Here is what happened: - In July 2021, my client bought a hardwood flooring from Floor and Decor . - We (my company) were hired to install the wood floor. - We did all the steps we usually take before installing the woodfloor: we left the wood inside the house to breath for a week. We measured the subfloor humidity, and installed the appropriate subfloor. - Couple months later, our client complained that the wood have shrank - We investigated the issue, took pictures and contacted Floor and Decor to report the problem. - Floor and Decor asked that we hire a professional inspector, which we did. the report came back saying that the wood was defected, and that the contractor (us) should've rejected the wood. The report said that the contractor should've measured the "Wood Humidity", please note that the contracted is not required to measure the hardwood humidity, I even checked the manufacture recommendation for the installing their wood floor, there is nothing emphasize that the contractor should measure the wood's humidity. but to measure the subfloor humidity, which we already did. - I requested that Floor and Decor reach out to the manufacture, they did, but they said that the manufacture doesn't admit that it's their fault therefore, they offered $1000 from the manufacture and another $1000 from Floor and Decor which I rejected because changing the wood will cost us not less than $10,000. I'm ready to submit all the email correspondences I had with Floor and Decor or any other information upon your request.

• Initial Complaint

  Date:08/22/2022

  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 have a $250 merchandise credit which I tried to use last week. When the cashier scanned the card she said it had a 0 balance and that the card was probably used up with fees for not using it. When I read the back of the card it says that "it does not expire" however if it hasn't been used for 24 months or more (it hasn't) the card will have to be reissued. I called the ****************************************************************************************************************************** know which one. When I didn't here anything I called the 800 number again and now they are telling me I have to go to the store to have it reissued. So, I'm just being sent in circles with no one reissuing my card. How do I go about getting the card reissued, it shouldn't be this hard!!!

• Initial Complaint

  Date:08/20/2022

  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.

  August 2021 Floor & Decor in ******, ** on Broadway-spent $5,975.50 using a 1 year promotional plan-pay off in one year (July 31, 2022) with no interest September 2021-purchased more material & was on a 2nd promotional plan which expires 9/2022 July 18, 2022-paid off balance of $3,566.13 from 1st promotion & called a few days later to verify payment was complete & no interest was accrued. I was told, "You don't need to worry. It went through to the first *************** will not pay interest."August 2022-received bill showing interest was accrued. Called & was told the July payment was split between plans $13.89 went to 2nd promotion so I now owed $1,487.33 in interest on first plan. I spoke to a supervisor ********/ID# **** & told her I had been told I would not pay interest. She said she could not access my call history due to a "huge statement update" to see who had told me that, but interest was added & was "non-negotiable". My complaint is that I made monthly payments on time each month & purposely paid off the balance before the deadline & followed up with a phone call to ensure it went through so I would not have to pay interest. I was told I would not have to pay, but then received a bill. Because I called & was assured I had paid off the first promotion on time, I believe it is wrong for them to now bill me. Today I am going to pay off the 2nd promotion, but I am worried they will find a way to charge me interest. I was also told the interest from the first plan is going to continue to build now.

• Initial Complaint

  Date:08/19/2022

  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.

  I ordered click and lock vinyl floors for a kitchen in one of my rentals and the product is horrid. It does not stay down, the tabs break, it looks horrible and I had a pro install it! I had to have parts re-installed 3x and they STILL dont stay down or clicked together. I filed a claim for the manufacturer as it has a warranty yet I am getting the run around, excuses and asked for things that have nothing to do with these floors. They refuse to to give me direct contact with the manufacturer. This company is full of lies and fraud. The product however says lifetime warranty, it says refunds given and labor refunds. I expect a FULL REFUND. I am done playing their trickery and games. They are also to ONLY REPLY THROUGH BBB FROM HERE ON OUT

• Initial Complaint

  Date:08/15/2022

  Type:Delivery 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.

  Store Buy Order -SBO19305598022335 Store No. 193 - ***** in ************* Purchased 8/11/2022 @ 7:45am I went to this store moments after it opened at 7am on 8/11 to buy 950 sq ft of tile. The worker told me he verified the store had all the stock of the tile I needed and more that very morning of the Alden ******* tile. So, not only did I pay $2,400 for the tile, I was told was in stock and would be reserved for me once purchased. I paid another +$200 for the shipping to be at my house. I signed shipping docs to verify the date. They assured me it would be no problem. I would have continued shopping elsewhere if they had been upfront and told me delivery is not guaranteed and my tile was not in stock. I would have also not scheduled a project to start if not for the information your authorized representatives told me.Day the shipment was supposed to be here on 8/15, I got nothing. No shipment, no phone call from the store or notice of any sort. We finally call at 4pm on 8/15 and they tell us they don't know where the tile is we ordered. We hear associates in the background say then we don't have their tile and nothing to deliver. Then after almost another hour, I call and ask for the manager, whose name is ****, who tells me they never should have sold me that tile because there was nowhere near the amount I requested in inventory on 8/11, because they sold most of it on 8/6. He said the employee messed up and misled me.Now I have workers at my house with nothing to install. Paid for a delivery on a certain date that never came. Then the store manager tells me if I escalate the issue to the Chief Merchant manager he won't help me or a remedy will take a lot longer. Now he tells me expecting the delivery the day I set is my faulted, because you all don't control delivery and it could be dropped off any day. He also stated that to handle the matter for me you all won't charge me a second delivery fee to get the shipment.I was defrauded by this store and company.

• Initial Complaint

  Date:08/11/2022

  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.

  We purchased $6,415.00 (116 boxs) worth of LVP flooring in 04/10/22, receipt number ***************** at floor and decor in Aurora. After our projects were completed we had 43 boxes remaining, in perfect condition. We understood that our return was past the 90 day **** and we were fine to accept store credit.We spoke to the cashier in person with a box of the flooring to inquire about returning the product she informed us that we could return the product. Upon retiring with all 43 boxs they denied our return saying that their third party vendor had denied it.Upon calling the number provided I was unable to understand the person on the other end of the phone and asked to be transferred to someone else. I believe the person told me that she was unable to transfer my call. I called back and spoke to someone else. They stated the return was denied due to not having the receipt. After furnishing the receipt the store denied the return again.The manager, ***** stated that there was nothing they could do and that it was their third party vendor we would have to deal with. The manager further stated that the third party vendor does not approve returns no matter what and that it was a waist of our time.We are only looking for the store credit as it is past 90 days. It seems dishonest that the company is referring us to their third party vendor and the manager stated that it was a waist of our time as they do not accept returns.

• Initial Complaint

  Date:08/08/2022

  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 purchased some tile and two pieces needed to be returned that account for about $8.00. I went to do the return and the store said that to make a return I needed the receipt or I would have to allow them to enter *************** drivers license number into their system for less than a $8.00 return. I shared instead of cash just give me a store credit so I do not have to waste nearly $6.00 a gallon for gas to return. The manager on duty refused. One of the 2 items item was LESS than $2.00. You can't make things like this up.I had no intention on giving confidential information such as a passport for a return of $2.00 WITH AN ORIGINAL RECEIPT. I visited the store 2x for this matter. Once without the receipt and once with the ORIGINAL receipt.On August 8, ****, I called corporate office at ************. A very UNPROFESSIONAL receptionist named **** was useless, a poor company representative, unhelpful and hung the phone up after indicating I had called and been transferred around 7x . I was upset at the service I was receiving. I called back several/multiple times and she refused to answer the phone. I eventually called and spoke to customer service who stated there is only ONE supervisor in the entire company of Floor and Decor who was unavailable. Are you kidding me!1. If this company ignores the BBB attempt to assist, I will notify BETTER GET ******* NEWS 4 *** 5:00PM NEWS TO DO AN INVESTIGATION ON THE COMPLAINTS THAT IS CAUSING AND F GRADE connected to customer experiences in **/**.. We support your business so then handle our concerns professionally. 2.** If this BBB complaint is ignored, I will NOTIFY THE ********** OFFICE OF THE ATTORNEY GENERAL TO INVESTIGATE WHY CONCERNS ARE HANDLED IN THIS FASHION.I would like a representative from ***************************, CHAIRMAN OF THE ****** NEW PRESIDENT ********************* OR ************************* VP Store operations to reach out to this customer to hear a concern.Store credit is requested for receipt purchase amount.Thank you.