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

  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

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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:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 our flooring from Floor and Decor on 08/01/2023. We installed as instructed on paperwork in the living room, hallway and kitchen area. The warranty attached page 5, section 2.6 Underlayment Warranty, states that Underlayment is not required, however we put a generic underlayment for extra protection. In July 2024 we noticed the flooring in the living room starting to bend. We reached out to Floor and Decor and they sent us to the claims department. Going back and forth with the claims department we received their final decision that they are not going forward with our claim. Their reason for their rejection was that we did not use their specific underlayment product. The warranty paperwork clearly states that it is not required, why would they reject our claim due to the underlayment reason. There is no water or pipes near the defective area. The kitchen area is fine where there is water nearby. There should be no reason for their product to become damaged in less than a year. All we ask for is to have our living room section replaced a 100 sq ft. ************ is not standing behind their warranty nor their product being %100 waterproof.

  Business Response

  Date: 09/25/2024

  Greetings,

  Regrettably, the installation guidelines were not followed. The product already has an attached underlayment any additional underlayment that is approved is listed on the install guide

  Approved Underlayment
  

  The use of an additional underlayment is not required, but optional for additional sound reduction, softness under foot and other benefits. Only Sentinel Protect brand of underlayments, including Sentinel Protect Plus and Sentinel
  Protect Infinity, have been approved for use under this product and are warranted for residential applications only, including multi-family housing and condominiums (residential unit only). Defects or damages related to or caused
  by the use of any other underlayment is not covered by this warranty. Do not use any additional underlayment in any areas subject to heavy rolling loads or in commercial applications (e.g. commercial foyers, restaurants,
  etc.). Using additional underlayment in commercial applications will void the warranty. Floating floors are not recommended in areas subject to heavy rolling loads.

  Improper installation affects the integrity of the installation.

  The underlayment used by the installer would typically be to thick for the floor. This can cause the floor to crack or be to tight and cup. The customer has stated they will request their own inspection to confirm the concerns. We will review the claim again once the inspection is received from a certified third party flooring inspection with proper testing explaining the concern. 
  
  

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although there is no resolution, I simply will not support this company and will not purchase from them again nor recommend their products. 

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

• Initial Complaint

  Date:09/16/2024

  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.

  *** have client who bought material from this company and I do hundreds of thousands of dollars of business with this company. They have are requesting things that are outside their authority and arent part of the purchase agreement. They are holding material hostage, while trying to impose their internal procedures. ****** and the manager have refused to load material that has been adversarial. Ive been told it is on 3 pallets, they loaded 2 pallets and refuse to go over the items loaded.

• Initial Complaint

  Date:09/10/2024

  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.

  Bought a product 9/6/24, the worker told me was returnable as long as I didn't open the box. I bought 19 boxes and opened one so I tried to return the remaining 18 on 9/7/24 (less than 16 hours later) that weren't opened but the store would not let me. I'm on long term disability so my funds are limited and we're trying to put our house up for sale soon.

• Initial Complaint

  Date:08/18/2024

  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.

  I bought *** flooring, and the underlayment [ul] recommended by Floor & Decor [F&D] staff [there was no visible recommended product of ul indicated on the *** box - or anywhere else that I've found.]The *** box states that the flooring is "100% waterproof," "perfect for . . . basements;" warrantied for "30 years;" and " "can be installed directly over most existing floors or slightly irregular subfloors with no telegraphing." I laid the *** in the basement with *** approved ul. 3-4 years later the floor is splintered and curled to the point of hazard. Their rationale for the rejection:". . . the manufacturing review committee has determined that the underlayment used is not approved for this product [it only required an ul approved for vinyl]. The underlayment is too thick and affects the structural stability of the product [yet box claims that it can even be installed over existing and slightly uneven floors] and does not provide adequate moisture protection [box says its 100% waterproof; and ul has water protection.] The additional thickness may cause movement and doesn't allow the product to remain flat when in use, causing breaks and disconnected joints. [not worse than most "existing flooring"]. The curling of the planks is due to excessive moisture absorption and the underlayment used does not offer the protection required [for a "100% waterproof" floor?]. The installation guide advises to use only an "approved" underlayment [it was approved for vinyl as required] and warranty guide specifies the approved product. [If so, it is well-hidden - and F&D staff is unaware of such]. . . . After waiting 7 weeks for F&D to reject my claim, new tenant's arrival necessitated moving forward with replacement. No water or stains anywhere. F& D now says "understand that removing the floor prevents further investigation, an inspection, and this would end the warranty process."Obviously, F&D never had any intention to stand behind its products or warranties.

  Business Response

  Date: 08/25/2024

  This customers claim was denied based on the submitted documentation provided by the customer.  The major concern is "cupping" a condition created by vapor emissions from a concrete subfloor.  The attached photo of the floor is considered severe and consistent with a floor installed through several weather seasons and a floor without proper moisture protection.  Although there is no evidence that a moisture barrier or an underlayment was purchased within the timeframe of the product purchase or its installation, the customer is stating that "Sentinel Premium Quiet Underlayment (SPQ)" was purchased and installed under the flooring.  The concern here, as the second photo indicates, the moisture protection provided by SPQ is not sufficient, it allows moisture vapors through to the flooring and over time will cause the flooring to fail.  The installation instruction state that, "The subfloor must be dry (85% RH)," and it is the installers/customers responsibility to test the moisture content of the subfloor prior to installation and to record those finding, using them to select adequate moisture protection.  While our assessment of the customers concerns are supported with evidence, the customer may commission their own independent flooring inspection by a certified inspector and submit the report for further consideration.  

• Initial Complaint

  Date:08/15/2024

  Type:Order 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.

  Your location is ********************** is allowing a Company called Impressive Tiles of ****** owned by a man Named ***** to matriculate throughout your building selling installation of your products that you sell. This company that is representing your Floor and Decor location has failed to complete our job and has numerous errors associated with the install. ***** has ignored our several requests to come to our home to inspect our concerns. ***** has refused to even call us on the phone. ***** has submitted an invoice for final payment without finishing the job. I cannot believe that Floor and Decor would allow such a NON-Licensed contractor to represent your company. Since he is a non-licensed contractor in the state of ******* operating in an unprofessional manner we are reaching out to you to help with this unscrupulous business. If he cannot finish and fix errors on installations why are you allowing him to remain in your building representing your company.

• Initial Complaint

  Date:08/10/2024

  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.

  We paid Floor & Decor over $4,000 for hardwood flooring (*********************************) in April 2022. This is a product made in *******. Not long after installation, we noticed significant gapping that got progressively worse with time. After filing a claim with Floor & Decor, they required that we have an inspection completed by an independent licensed professional, which we did. When that inspection revealed that the product was defective as a result of manufacturing/milling issues and out of spec, the claim was still denied. They then required that a second inspection be completed by one of THEIR inspectors, and... shocker... the result was effectively "inconclusive" as to what caused the gapping. On top of that, rather than stand behind the claim themselves as the retailer, they reached out to manufacturer who indicated the gapping could have been caused by any number of factors. Again... shocker. The product was allowed to acclimate properly, we have no moisture issues in our home and it has always been climate controlled. There has been no response from any party that it was an installation issue, so there has simply been nothing done by Floor & Decor outside of shirking their responsibility to their customer and not standing behind their product. Here's the best part- they did offer to pass along a $1,500 credit from the MANUFACTURER, but only if I'd sign a release of culpability on both the manufacturer AND Floor & Decor. When I agreed to release the manufacturer in exchange for the $1,500, but not Floor & Decor because they've offered me nothing, they denied and have held the $1,500 for ****** as well!!! This is a big box store that will take your money and cares nothing about whether or not the product is of any quality at all.

• Initial Complaint

  Date:08/09/2024

  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.

  My husband went to Floor & Decor, *****, to pick up flooring. When the forklift driver loaded the trailer he pushed the pallet of flooring up the trailer, instead of setting it on, which pushed the truck forward while in park. He and my husband heard something clunk loudly in the truck. The forklift driver immediately parked the forklift and sent out a manager. The manager informed my husband that they take no responsibility for loading and that he (my husband) had signed their no-liability form. He then told my husband he had to have the vehicle, removed or they would have it towed. We had to have someone come pick up the trailer and we had to have my husbands truck towed home. We were able to slowly drive it around the building to a safe spot until the tow truck driver could come. There is something very wrong with the engine. The lift driver was not OSHA certified to drive the lift.

  Business Response

  Date: 08/22/2024

  Good Afternoon, 

  Thank you for bringing this to our attention. We have alerted the necessary parties and they are reviewing your concerns and will be in touch with you. Thank you. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Had my home remodeled, and new flooring installed through out home. I have several areas that there are dents in floor, it is not the whole floor just some areas. I think the flooring was damaged at warehouse, or shipping, the installer did not see the damage until after installed. He attempted to get them to provide product to replace damaged area, this took several months, then he came back to me and said i needed to file a claim direct. I did as requested took pictures and made a claim. They never inspected the floor they looked at pictures and denied claim stating it was installed. It was not the installed

  Business Response

  Date: 08/06/2024

  The claim has been reviewed. The concerns seen are not typically manufacturing related. To prove a different outcome we typically need a third party flooring inspection. This is the responsibility of the Homeowner but it is reimbursed by the manufacturer if a manufacturing concern is found. As a goodwill gesture Floor and Decor will request a third party inspection to expedite the claim. The Advocate will contact the customer to discuss this option.  If the concerns are found to be manufacturing we will provide the inspection to the manufacturer and advocate for the customer. However if the concerns are installation or site the report would provide what is needed for the customer to contact the installer to resolve or explain why the concerns are site related.

  Customer Answer

  Date: 08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/31/2024

  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.

  Shower room tile cracking after 1 month of installation. On May 8, 2024, our contacting company has purchased bathroom tile "Cleona Thassos Cala Blue Marble Hexagon Mosaic' from Floor and Decor (**********************************************). On May 16th it was installed. We started to use the bathroom late May and starting in late June, we found cracking on the masaic tile. As of today, we counted 20 total cracking in less than 18 sq ft shower room. We did contact the customer service team. However their conclusion is "the issues of concern are not manufacturing related, therefore not warranted. Cracking is typically related to either an un-level subfloor, subfloor movement , insufficient mortar coverage or lack of expansion space/movement joints". We would like them to replace the whole shower room tile, including both material fee and contracting fee with new ones.

  Business Response

  Date: 08/01/2024

  Pursuant to our claims process, we let the customer know that the cracking is installation related and not manufacturing related. Additionally, we let the customer know they are welcome to get and inspection if they disagree with that assessment. 

  Customer Answer

  Date: 08/05/2024

  An inspector is scheduled. However, we ask the business to reimburse for the inspection fee. 

  Business Response

  Date: 08/06/2024

  The customer has been notified that the next step in our process is to, obtain an independent inspection. Should that inspection show a manufacturing related defect, we would reimburse for the inspection.

• Initial Complaint

  Date:07/08/2024

  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.

  Purchased flooring in March. attempted to lay in May. Floating floor would not settle, has numerous chips, and has wasted numerous days of labor. Complaint filed beginning of June. It is now July and no action has been taken. Manufacturer of the flooring just got back to the claims people after 3 weeks and were to call me for an inspection. Another week went by with no response. Have escalated to management 2 times. I spoke with 2 people today and had no response from management. They only called and responded by phone today and did so after 5pm and left a message saying again wait till Monday of next week. Sent numerous photos and answered dozens of questions. The project has been stalled for 5 weeks.