Complaints

This profile includes complaints for Floor & Decor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Floor & Decor has 74 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Floor & Decor

  2918 Buford Dr Buford, GA 30519-6538

• 

  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:11/18/2024

  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.

  I placed an online order for tile with delivery to the job location. The tile was delivered and my contractor started installing the tile. We received two pallets of tile. When he installed all of the first pallet he started on the second and quickly realized the tile dye lots were different and did not match at all. He contacted the store that the tile was delivered from and the person was shocked and said that delivering one order with two dye lots is against company policy, but that since the order was placed online, we would need to contact the ***** number for help. I called and was issued a claim number. I figured I'd call around to the two other stores within the area to see if they had the correct dye lot. They did not. I received an email from corp that they would try and find the dye lot. After over a week of my job just on hold, they could not find the same tile. My contractor and I make trips to the ******** location where they were no help whatsoever and finally the ****************** store and was treated very unprofessionally by the manager and finally wound up purchasing a box of the tile that they had on the floor to see if it could work. It was acceptable so the corporate person had the acceptable tile delivered to the job and the bad tile picked up. Basically we had to do the legwork to resolve the issue on our own or the job would never get completed. Murrieta CA Floor and Decor broke company policy and delivered mismatched dye lots to my job and is now refusing to give us a refund on the tile. The total bill for the tile is a little over $1000. It seems like a small price to pay to prevent poor reviews and complaints. On one hand they tell me that I have to deal with Corporate and on the other, the store is in control of issuing a refund. I am very disappointed and their mistake cost me 2.5 weeks of time and headache fighting with the stores. They did refund us for the bad dye lot tile that was picked up but that was only partial.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased vanity for our guest bathroom. After paying for professional installation, A few drops of water from the faucets being installed made marks on the countertop that would not remove. The finish on the countertop is defective. We contacted Floor & Decor and they had us submit their official complaint information. They came back saying that Man fact for recommended we apply sealer to the counter. Sure, OK, we did that and it made no difference. Since we've replied to the floor and decor that this did not help, we have had no response from them.We purchased at the same time an identical vanity for our master bathroom and there is nothing wrong with it.

  Business Response

  Date: 11/14/2024

  ***** *****, Floor and Decor

  Product Resolution Advocate

   

  The customer's claim was received and information gathered and referred to the manufacturer and our Merchandise Team for a warranty review.   The vendor suggested a sealer due to the customer complaint regarding water spots.  The customer was provided the vendor's suggestions.  The customer followed the instructions and replied and that response has been forwarded back to the manufacturer for a second review.  We are pending a response from the manufacturer and the Merchandise Team as to the warranty review results.  The customer was updated on the case regularly.

  Customer Answer

  Date: 11/14/2024

  Should we expect more than a refund?  They have credited our card for the purchase amount but we still have a vanity that would have to be removed and disposed of, and that would cost probably about $500.

  what are your thoughts please?

  thanks

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  09-16/2024 transaccion date, I got the stone to be installed on my fireplace, after the installation the stones show black spots marks as they wet them to put the grout on. I went to the store to complain and they showed the same material still on the shelves with the same issue and still FOR SALE knowing is defective they dont care!I filed the complaint online and after 40 days they finally denied my claim with a unthruful story.THE STONE IS DEFECTIVE PERIOD. I am requesting your help to obtain my money back plus the expenses to replace the material and labor.

  Business Response

  Date: 11/07/2024

  Hello,

  We provided the customer with a 3rd party inspection. The inspection report stated, there were no manufacturing related concerns found. The customer was advised, if she disagreed, that the next steps would be for her to commission her own inspection. 

  Customer Answer

  Date: 11/11/2024

  Good afternoon,

  See 2 atttachments regarding the inspection we, the homeowners paid for.

  Even whent the stains test, doesnt show mold, the stones are clearly defective.

  Floor decor did a report with a floor inspections company, and I find disturbing the report saying it was caused by construction dust, he wasnt an expert on the issue.

  We installed the stones in the week inmediately afther we buyed it and the stains got clearer as I said when they put the grout and wet them.

  I am formally requesting the refund for the damege material they sold us. 

  Floor Decor should be adamant to fix the trouble they caused instead fighting against good customers!

  Business Response

  Date: 11/19/2024

  The homeowner provided a home inspection, not a material inspection. We commissioned and covered the cost of a certified independent material inspection. Which found no manufacturing defects. This case is now closed.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22521573
  
  I am rejecting this response because: the response is inaccurate. I DID SEND A MATERIAL INSPECCION NOT A HOME INSPECCION. I found insulting the lack of professionalism and weak response. Floor Decor took more than a week to respond with a non real answer. You misrepresented the fact.

  Im requesting the refund for the DEFECTIVE MATERIAL YOU SOLD ME.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 me defective tile and within six months the surface of the tile was coming off where the water was hitting in my shower. I went into the floor and decor store and was told to add a second sealant to the top of the tile which I purchased and did, additionally the staff told me directly that they had not seen Tile do something like that and that without a sealant it still should not do that. Almost a year went by where I kept going into floor and decor and finally discovered that they had a complaint process so I reached out via this complaint process. They asked me to fill out a page form of a very sophisticated contractor like information related to my job. It took me two months to gather the information and pictures that they required. I did it all as a 66 year old woman with no background in construction.. almost immediately after I submitted all of that work, they told me that now I needed to pay for an investigator (with a certain license for ************************ come out and evaluate the situation. First there were no answers because there are very few of these inspectors with these licenses, but I did get somebody from a distance who quoted me $300 to come out and review the situation. I could fix the situation for maybe $450-$500 but floor and decor is using this as a vehicle to continue to not resolve my issue. The inspector who, said that I could reference him, told me that this was floor and decor. M.O and that he has heard from many disillusioned customers. I cannot afford to put money into an inspection to then wait for the next step they come up with. - this process has boarded on cruel.

  Business Response

  Date: 11/04/2024

  Floor and Decor has a very detailed claims process that requires information on what install materials were used, as the issue the customer is experiencing is likely install related and the inspection is part of that process. It is needed to determine the root cause of the issue. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22505453
  
  I am rejecting this response because:
  I would like to know what the likely install issue would be related to the damage that you see in those pictures. I would also like to know if you have a different recourse when the expense for your claim process is as much as the repair job.
  Sincerely,
  
  *** *******

  Business Response

  Date: 11/04/2024

  Good Morning, 

  The photos showing the darkening area of concern, are likely related to moisture from beneath the tile. We are uncertain what thinset was used as it was not filled in on the form. This type of moisture intrusion can be cause by a number of install issues, such as wrong type of thinset, not enough mortar coverage, not sealing the grout or not using enough sealer. Ceramic tile is porous and if too much moisture seeps in it will darken the tile. This is what has appeared to happen in this case, this is why the inspection is required, we would need sufficient evidence that this is not installation related to move forward with a claim. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22505453
  
  I am rejecting this response because:
  I brought in a tile man to take a tile out to see if there was any moisture underneath, and this photograph demonstrates that there was no moisture underneath, you're welcome to remove another tile if you like, but there is no moisture underneath this tile and I removed the tile from a key location where if there was moisture, it would have been there. So if it's not moisture seeping in the grout or through the tile, then something is wrong with the tile.
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/15/2024

  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 tile at this establishment on September 21, 2024.The item was not in stock at this particular location so I agreed to have it shipped from a different store and paid the shipping cost.- Cost of tile:--- 3 boxes @ $36.48 = $109.44 - Cost of shipping: $243.62 - Tax: $9.02 - Total: $362.08 The delivery was scheduled for Friday, September 27th.Upon arrival, the courier informed me he was not comfortable delivering the product due to each tile being damaged while in transit (photos attached).I spoke with a representative and was asked to send the pictures of the damaged product to ***************************************** which I did the very same day (9/27/24).I had not heard anything so I sent a follow up email to the email mentioned, but also included *************************************** and mark.*****@flooranddecor.com.I immediately received a call from "****" and was told she was taking care of everything. She confirmed they had TWO of the THREEE boxes and promised to have those shipped right away. I informed her that I paid to have three boxes shipped and expected a partial credit since only two boxes were being ********** is now been 23 days of my original purchase and I am without product and without any type of refund. I feel I have been very patient and understanding of the situation. At this point, I am needing my entire purchase (shipping costs included) refunded back to my original payment method.Attached you will find:- Copy of Receipt and email thread I sent to Floor & Decor - (2) photos of broken and cracked tile

• Initial Complaint

  Date:10/10/2024

  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.

  The incident in question happened July ******* this particular time in my life, I was going through a lot and was unable to resolve this issue in a timely manner.I purchased vinyl flooring that was never picked up from the store. I applied and was approved for the Floor and Decor credit card, that is how I made the purchase. I changed my mind about the purchase and let my contractor know so the item was never picked up.The store never canceled the purchase or refund the credit card. I called and explained that the item should be returned because it wont picked up and they refunded my card. Unfortunately; the original creditor still charged me interest on this item that was later sent to collections. A sum is still owed on it and even though I call to speak to someone and explain that the item was never picked up and that this is an error of the original creditor, they refuse to write this off as an error. I dont know what to do and my credit is not okay because of this.

• Initial Complaint

  Date:10/03/2024

  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 went to the floor and decor to purchase a heat wire system for flooring. Im a professional who earns rewards through their program because I install tile and bring in customers. The store did not have the item I needed so I was advised I would need to order it from the website and then I could pick it up in store. The item I ordered I soon realized would be too long of a wire so I would need to order a shorter one and return the longer wire. I received the longer wire before I had a chance to cancel the in store pick up. I picked up the wire and waited for the other one to come so I could return the longer wire. When I tried to return the order the manager would not take the item back because they said it was a special order. Of course I had to order it. They didnt have that in stock but floor and decor had it listed on their website available for pick up and on the bottom said in free in store returns. I was told to call customer care and filed a report. They requested the receipt and order number which I provided. First claimed they would reach out to the store to letting me return the item. I followed up and they confirmed they could not take the item back. I requested to to talk to someone in person and have a phone number of someone who has more authority over the matter but have not been contacted and have been ignored. I have over ************************************ program and Im obviously a returning loyal customer whos professional tile installer. I bring more business. I dont understand why they would want to jeopardize our continuation of business over a $425.00 purchase. When I bring thousands of dollars more month to month. The manager of floor and decor **** has been rude on more than one occasion and completely not helpful.I will no longer do business with this company based on my experience. Under their return policy it said custom items cant be returned but it said nothing about returning special orders. I should be able to return this!

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Transaction date was 8/3/2024. Installation was on 8/5/2024 for Floor and Stairs installation. The installation company was ********************************, ******* *****. Original flooring in the kitchen was not taken up for the install, the installer laid the new laminate floor on top of the old linoleum floor in the kitchen and pantry area. The old flooring should have been removed before laying the new floor. The steps also were never finished, installer did not come back to put the last coating on the stairs they have been reached out to several times. Materials were bought at the ***************************************. Installation was paid in full, need a billing adjustment and the adjustment credited back to the original payment. I have included pictures as the floor has been taken up, the floor was not even with the rest of the flooring. This is the Floor & Decor headquarters and I'm looking for them to make this right, as consumers we are paying for a service and would like the job done correctly. The install was set up by Floor & Decor. Thanks!

  Business Response

  Date: 10/02/2024

  The customer purchased product from ********************** & Dcor, the installation of the purchased product was by Installations Made Easy. Installations Made Easy is a third party company. The customer will need to reach out to Installations Made Easy for any install and or refund concerns. Installations Made Easy can be reached via telephone **************. We have alerted Installations Made Easy of customers concerns. 

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased flooring for home. Warranty was said to be 30 years. Been 4 years and flooring is cracking pealing lifting

  Business Response

  Date: 10/07/2024

  The manufacturer has denied this claim for improper installation. However as a goodwill gesture Floor and Decor will request a third party certified flooring inspection. This will explain all concerns in writing whether they are manufacturing, installation or site related. Once the report is received we will provide it to the customer with any determinations  or next steps. 

• Initial Complaint

  Date:09/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Paid my balance off in June and these people are sending me a bill for a financial charge that does not exist.

  Business Response

  Date: 09/26/2024

  Customer would need to contact the credit card contact number listed on the card or billing statement