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

  5880 W Bell Rd Glendale, AZ 85308-3889

• 

  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

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:06/06/2024

  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 purchase two piece of stone online for pick up. When the pick up was read I went to the store pick up area and was told to enter the spot number and wait. I waited for over 20 minutes and then cancelled the pick up. The company said they had a problem with the system and to try again. So I did on June 5. Again I went to the designated location and entered spot 3 and waited over 30 minutes. I was fed up and went into the store and purchased the two pieces of stone. I then asked for the store to cancel my online order and refund my money , because when I went into the store all the employees were at the register gossiping. Now the store is refusing to return my money and some thief named ****** is now claiming I picked up the order when I did not. NO one came out to bring it to me.

  Business Response

  Date: 06/14/2024

  Customer was refunded on 6/7 for an order that she received 

• Initial Complaint

  Date:06/04/2024

  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.

  We asked our client to pick a tile for a 600+Sqft installation. The client picked a natural tile. We've installed hundreds of thousands of Sqft through the years.Our client based their/our purchase on the display. We worked with ****** and **** to acquire the tile because it wasn't available all in ****** location, the delta of the tile was in ********* store.They offered a delivery option due to it not being all in one location. We agreed to pay $529.70 for delivery. The product was delivered and was extremely misrepresented as the video and photos show. We started the installation and determined the "cliftting" or variance in the tile was so substantial that the product was not feasible for a floor application. For an exterior application or wall tile we agree it would work due to the variation.The tile display show common variance 1/16- 1/8 which is what our client wanted and what we determine "installable".We went through half the pallet trying to get the floor to layout with having so that you wouldnt rip your toes off walking in the space.The tile that was delivered was as tall as 3/4 thick down to 1/4! There was an average of 1/2" to 5/16" from front to back or left to right. Making it not feasible to install. When speaking with the pro department about the issue and talked about our options, it was a refund was the only option they did not have another product to offer. We paid our installers to pick up 5000lbs+ of tile on a Saturday to pick up from the site and return to the store..Our industry is relationship based like any, **** provided no support told me to call the store and "figure out with them." I ended up on a call with the Operations Manager, ***************** and withholding the delivery fee stood under his discretion. The product was misrepresented in its display and then misrepresented on what a true refund is.

• Initial Complaint

  Date:06/01/2024

  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.

  I am writing to address a concerning issue regarding my recent purchase of laminate flooring at floor and decor local store. Approximately 6 months ago, I invested in what was described to me for one store staff member as high-quality and durable flooring for my home improvement project. However, shortly after installation, the floor began to crack and chip, despite following all recommended guidelines for maintenance.After escalating the issue to the local store manager (******* ) it was made an escalation with the corporate office which sent an inspector he determined that the damage was attributed to poor installation and moving furniture, which I find to be unacceptable taking into consideration that we do not keep moving furniture and only 4 people live in my home, given the assurance of durability provided at the time of purchase. Additionally, I was alarmed to discover that the display flooring in the store exhibited the same issues as my own (see pictures) suggesting a widespread quality concern that has impacted other customers.As a result, I will been forced to incur additional expenses to remove and replace the faulty flooring, leading me to seek financial assistance from my bank. I am disappointed with the handling of this situation and believe that the company should take responsibility for selling substandard products to customers.

  Business Response

  Date: 06/04/2024

  Greetings,

  We contacted the customer and provided a third party inspection to confirm his concerns. Please see the attached documents.

  The display at the store is not a leveled surface. It will can have wear and tare and can't be compared to a floor installation and we have explained that to the customer

  The issues were found below based on the inspection. He is welcome to provide a second third party certified flooring inspection if he disagrees with the current findings 

  Discovered Issues:
  Manufacturing
  No manufacturing-related issues were observed.
  Site
  The chipped end in the dining area is near/at furniture or chair legs. Hard plastic was observed on the legs.
  The small ***** in the center of a plank in the back bedroom is consistent with impact damage from an unknown object.
  ? Most surfaces, including vinyl/plastics, wood, tile, glass, concrete, and metals/steel, can scuff, scratch, mar, or
  abrade when an abrasive or sharp object is moved/drawn across the surface. Even dull or non-abrasive objects
  can cause scratching and scuffs on vinyl & laminate flooring products.
  Installation
  The remaining chips on the sides of the planks don't have damage to the adjacent planks, indicating aggressive use of a rubber
  mallet or tapping block during installation. Over time, foot traffic moving over the affected areas has caused the weak points to
  chip.
  Two (2) areas are out of flat.
  Luxury vinyl/laminate floors have a precisely milled locking mechanism requiring the flooring to be installed over a relatively flat
  substrate, typically within 1/8" in a six (6) foot span or 3/16" in a ten (10) foot span. When the substrate the planks are installed
  over is out of these tolerances, it will create air pockets underneath the installed flooring, causing them to flex when exposed to
  normal foot traffic. Over time, the planks can become disengaged, and often, damage will occur due to the excessive movement.
  The floor was out of flat in the affected areas, measuring 5/16" in a six (6) foot span, and is not within the manufacturers guidelines
  for floor flatness.

  Customer Answer

  Date: 06/05/2024

  Dear Floor and decor, 

  I am rejecting this response because:
  
  I am writing to express my disagreement with the inspector's report that was provided to me by floof and decor. After further investigation, I have discovered that the only display sample of all the floors offered in the store had the same issue of chipping, Maybe all the others were leveled and this one wasn't?. not only on the display but also on the products on the shelf at that time. I have videos as evidence of this fact, before the store coincidentally decided to remove only this model of these laminate floors from the shelves
  
  In light of this new information, I kindly request that I be allowed to choose the inspector company from the list provided by floor and decor. I am willing to pay for this inspection, and I ask that floor and decor reimburse me for the costs incurred.
  
  It is crucial for me to have an independent inspection done to ensure an accurate assessment of the flooring concerns. I appreciate your attention to this matter and look forward to your prompt response.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *************
  Complaint: 21788710
  
  

  
  

• Initial Complaint

  Date:05/30/2024

  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 bought an entire floor for a house and the installer installed the floor but the floor had air bubbles under the floor after a few days. We called the store we bought it from and made a report. They said they would find a resolution and they haven't said anything in over a month. They called me yesterday and said they tried to reach the person who makes the flooring but they haven't responded so we still have no resolution to our problem.

  Business Response

  Date: 06/04/2024

  We do not have a  claim for this person listed under their name. We will create a claim and move them through the claim process. 

  Customer Answer

  Date: 06/11/2024

  Good morning I am sorry but floor decor ask someone else to call me but they said they cant check the the floor until next month we fixed the house because we want to lease. I ask a contractor to check the floor and he told me its because it is compressed cardboard.

• Initial Complaint

  Date:05/28/2024

  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.

  More then 2 months and still dont have an answer from them, this is the last message from me and Im still waiting.. Complaint Regarding Lack of Response and Inspection for Flooring Issue.I wrote them to express my extreme dissatisfaction with the handling of my case regarding a flooring problem I've encountered. Despite multiple attempts to seek resolution, I have been met with a frustrating lack of response and cooperation from your company.Approximately 2 month ago, I reached out to your customer service team to report an issue with the flooring I purchased from Floor and Decor. I was informed that an inspector would be sent to assess the situation and provide a resolution. However, it has been nearly a month, and no one has contacted me or scheduled an inspection. And my damaged **** continues breaking This delay is unacceptable, and it is causing significant inconvenience and frustration on my end. I have followed the instructions provided by your team, including submitting an email to the inspector solution website, (www.inspectorsolution.com) yet there has been no acknowledgment or action taken on my case. Plus the company is in ******* not around my area to visit. Given the prolonged delay and lack of communication, I am left with no choice but to seek alternative solutions. I am considering hiring an independent inspector at my own expense to assess the flooring issue and provide a report. However, I believe this should not be necessary, as it is the responsibility of Floor and Decor to address and resolve issues related to products sold by your company. I request that a qualified inspector be promptly assigned to assess the flooring problem and provide a resolution without further delay. Additionally, I expect clear and timely communication regarding the progress of my case.Sincerely,*****************/ ******************************* ************/. ************ Thank you

• Initial Complaint

  Date:05/25/2024

  Type:Product 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.

  The purchase of 28 pieces of Hex Beaumont Shadow shower floor tile was made on 4/5/24. This was made with another product called Gla **** Linear border tile. The day before, we traveled to ********, ** (approximately 100 miles round trip) for 12x24 shower tile. We made this trip because their inventory was incorrect on their website showing that the **************** location had none. Not only was the website wrong, but I talked with several people voice to voice. Our shower is now finished, and we attempted to return tile not used. We were able to return the 12x24 tile, but they would not return 11 pieces of the Beaumont Shadow tile. They said it was because we purchased 2 boxes, even though it says we purchased 28 pieces, and it is priced at $6.99 per piece, not per box. We not only talked with the cashier, but also a Manager named *******. He indicated they could not resell this tile which is totally false since they do sell it by the piece. My husband asked if it was going to be thrown away, but not only didnt he answer.he wouldnt even look us in the eye. My husband was angry, and didnt want to take the tile back home, so it was left there. (This was an obvious mistake). I would rather have taken it to the dump than let this store have it. Attached are the receipts for both purchases. 11 pieces at $6.99 per piece plus tax comes to $83.81.

• Initial Complaint

  Date:05/07/2024

  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 two vanities with warranties. They have marble tops that are damaged and cloudy

• Initial Complaint

  Date:05/07/2024

  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.

  Required Information: Customer / Contact Name: ************************* Customer / Contact Phone Number: ************ Customer / Contact ****** Address: ************** Address of Installation: **************************************************************** Product SKU # and Product Name: Brookstone Ivory Rigid Core Luxury Vinyl Plank-Cork Back What is the product issue and/or concern? Product was purchased under recommendation as to being the best floor for scratch prevention. We have two dogs and floor does NOT prevent scratches from pets. Additional Information: What date did installation begin? Approx. September 2023 Where and How long did the product acclimate? ***** Days Is the product fully or partially installed? Fully How is the product installed, (floating, glued, nailed)? Floating When was the concern first noticed? A few weeks after job completed. How many square feet are installed? Approx. 1500. How many square feet are affected? Not sure but affected traffic areas 800 What rooms is the product installed? Living, Dining, Family, Kitchen and one bedroom Is the product installed under any heavy objects, (cabinets, refrigerators, etc.)? Yes What is the substrate type (concrete, plywood, backerboard, tile, LVP, other flooring)? Concrete. Was there a moisture barrier, underlayment, crack isolation membrane, waterproofing membrane, self-leveler used (PROVIDE EXACT BRAND)? I do not know What is the name of the Contractor/Installer and/or their Company Name? AGT Renovations *****************************. Was the Contractor/Installer affiliated with Installations Made Easy? Unknown.

• Initial Complaint

  Date:05/02/2024

  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.

  We purchased the flooring material 1-21-23 The sales person that helped us said we do NOT need under layment because it has it built in on the back of the product. We brought all the material in our home until we had it installed in May 2023. The end of September of 2023 we noticed the flooring bowing and busting at the seams and coming up. It is continuing coming up so bad we can not walk in our home without shoes because we cut our toes on the flooring. The company gave me a list of certified companies to do the inspection. The man at floors and decor said they will not look at any inspections outside of those groups. We had an inspection completed and they have determined product failure. The company said it is because no under lament after they told us we did not need it! They sent out another inspection company to inspect the floors that was NOT on the certified list and his inspection was total opposite. We have been fighting with them to do the right thing!! I would like to be refunded for the install, and the inspection. Nobody from that store have came to our home to see the flooring issue!! PLEASE HELP US!!!

  Business Response

  Date: 05/15/2024

  Greetings,

  Mr and ************ provided and inspection the confirmed information that were site and installation related. However there were parts of the report that provided no proof to much the conclusion. The manufacturer requested a second inspection to confirm the missing portion of the first report.

  Below are the comparison of both reports. 

   

  The report they provided was not accurate and did not include an physical evidence to support the conclusion. This is why a secondary inspection was needed.
  

  
  Their report showed:
  elevated moisture readings exceeding the *** allowable with photos
  furniture without proper padding with photos
  attic stock that is not warped, cupped or bowed with photos
  lack of evidence to confirm what the manufacturing defect is?
  Lack of evidence to confirm there is expansion space

  
  Our report:
  Lack of expansion with photos
  Inadequate joint stagger with photos
  Furniture without padding with photos
  Floor deviations exceeding the *** allowable
  Elevated moisture readings with photos
  Concrete subfloor no barrier was in view in TWO locations that the planks were lifted for examination
  
  The issues listed in the first report are also consistent with install/site related issues. They need to address these concerns with the inspector they hired as his conclusion doesnt match his evidence.

   

  Regrettably the claim  is not warranted. However as a goodwill gesture Floor and Decor did offer a ****** gift card and its still available should the choose to accept it in the future 

• Initial Complaint

  Date:05/02/2024

  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.

  Ordered 30 boxes of hardwood floors on Monday April 29th from Floor & Decor. The hardwood floors I ordered was priced at $1.69 per square foot. I left my contractors at the store to accept the hardwood when it was ready, as it took more than 2 hours to get the hardwood ready. Seeing as to how this was a sand day order and pickup right at the store, I thought nothing of this. Contractors began installing the hardwood floor the following Tuesday morning. Subsequently, I leave every Tuesday for the week to go do live in work, so I did not see when they began installing the floor. My daughter came home from out of town Wednesday and immediately noticed these were the wrong floors. She alerted the contractor and me. She took a picture of it and sent it to me. At that moment I called Floor and Decor. After some back and forth it was revealed that that floor I had purchased was not what I received. I instead received floors that cost $0.99 per square foot. We are asking for the correct floors we paid for. As well as compensation for what we now have to pay the contractor, to rip up the incorrect floors and properly install the correct ones. We are also giving the company back the rest of the floors they gave us that the contractor for not install

  Business Response

  Date: 05/06/2024

  The complaint was received and reviewed by the store. The store management provided a goodwill reimbursement for the full purchase. Total resolution is $1500.00