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

  1200 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-7557

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  Floor & Decor

  6681 Stanford Ranch Rd Unit 631-1 Rocklin, CA 95677-2644

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  Floor & Decor

  8415 Lockwood Ridge Rd Sarasota, FL 34243-2931

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  Floor & Decor

  1690 Northeast Expy NE Brookhaven, GA 30329-2003

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:07/22/2022

  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.

  Hello, I am reaching out for assistance with investigation of an issue with floor and decor branded luxury vinyl plank flooring. 3 yrs ago we purchased ****sq ft of Dura Lux *** from Floor and decor and had it installed in our home in ****************** in ******. It is supposed to have a lifetime residential warranty and it was marketed as suitable to be installed over tile without additional prep to the sub floor. 6 months ago we started to notice that the areas in our house were it was installed over tile was starting to break and chip but was intact over other subfloors. The deterioration rapidly expanded to all the tiled rooms. We contacted Floor and decor and we had a certified flooring inspector come out to inspect the floor per their request. It was determined that the floor was not able to tolerate the advertised installation guidelines and that the grout lines although within manufacturing tolerance were too much for the floor to handle and were causing movement and breaking. We have been going back and forth in negotiations with F&D and they have reluctantly moved up to 100% of material replacement costs but nothing for labor. During the last 4 months of negotiations with them we started to notice a chemical odor in the house causing sore throats, coughs and sinus issues without viral or bacterial causes. We had a certified indoor air quality inspection that revealed our house is being contaminated with excessive levels of formaldehyde and other VOCs consistent with the release of toxins from the *** as it breaks apart under our feet. This is a major health issue and unsettling as this floor was marketed as clean air certified and if floor and decor would accept responsibility for the poorly manufactured product and remove and replace it we would not be dealing with any of this. I am hoping you can look into this matter, I can provide all the receipts, inspections reports and email chains.

• Initial Complaint

  Date:07/18/2022

  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 placed a web order (this is an important notation as it seems to be handled differently than in-store purchases) on April 24th for three different types of tile: Bartolini Verde Matte Porcelain Tile (sku *********), Bartolini Verde Polished Porcelain Tile (sku *********) and Concept **** Porcelain Tile (sku *********). The total was $1804.60.The tile was delivered on May 19th via LTL carrier R&L. The tile was all busted up because the tiles were 4x4 feet and were put on a 2x4 foot pallet (i can provide pictures). So due to Floor & Decor's poor packaging, the tile was damaged in transit. Given the amount of damaged tile, I refused the shipment. My car cannot haul a pallet of busted-up tile. The R&L driver noted the damage on the *** and took the shipment back to their hub which was eventually returned to the Floor & Decor store in ********, **. I reached out to contact F/D customer service via their chat application and due to the fact that it was a web order i had to work through an email address. I reached out to this web address on 6/7 and asked for assistance with a claim. I've been working with someone by the name of "Teal ******." We had been in communication back and forth until June 28th. On Jun 29th I received a credit from Floor and Decor for $81.17 and since then the customer service rep has not responded to any of my emails and there is no direct number to call. My ask is that I need assistance closing out my claim with Floor and Decor and recovering my remaining refund of $1723.43.Best regards,Hannah

• Initial Complaint

  Date:07/11/2022

  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.

  We purchased brick floor tile on 06/25/2022 and paid full price for the tile for the amount of $960.28. The order was suppose to be placed that day. We were starting our kitchen remodel on 07/05/2022. The tile was suppose to be in in 7 business days. on 07/08/2022 I contacted the store asking if the tile arrived and they stated that a mistake was made and the tile would be arriving on the weekend 07/09/2022 or 07/10/2022. Another call was made on 7/10/2022 and the store manager indicated it would arrive on 07/26/2022 because the order was placed on 07/06/2022. The receipt they sent showed that the order was placed on 07/08/2022 the day I called. They tried and lie and said that's when I placed the order when I have the receipt showing that I purchased it on 06/25/2022. The order # is ****************. I spoke to the manager and had to walk him through how to do his job by asking if he can search where the tiles are so we can pick them up. He indicated they had some in ********** which is 8 hours away. We asked them if they can get them here asap since our floor is schedule to be put in on 07/12/2022. He kept saying he couldn't guarantee anything. Still no resolution every time I call the store I am we are placed on hold for over 30 minutes. I called the corporate number and they transferred me to a Shakila who also said there is no guarantee on anything.