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:03/27/2024

  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 60 boxes of Nucore Vinyl Flooring. The top board of every box had a circle ring discoloration. Called to let them know and exchange them for non damaged pieces so i could finish the last bedroom and was told it was discontinued. They had me drive to the ******* location where there was plenty of stock left. ******* told me when i got there that it is actually recalled due to a failure in the curing process and they could not swap them out. Spent over $3500 and was not able to finish the house. 80% was completed. I was told i could bring everything back and get a refund but 80% of the house is completed and all the trim has been painted and reinstalled. Got hold of **************** and got a case number a couple weeks ago. Nobody has reached out to me and i have called numerous times getting bs excuses "nobody sent your case number off to anybody" Called Coprorate again today and was transfered to a rep so i can sit on hold for 45 minutes so the call could get dropped.I now have a recalled floor in my home with no resolutions

• Initial Complaint

  Date:03/20/2024

  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.

  On March 9, ************************************ ********** ************** and purchased 700 ft of flooring. I also paid to have local delivery for March 12, 2024. I was told I would receive a call about 30 minutes before my order was going to be delivered but I never received the call. At around 1:30 PM that day I called the store and spoke to a lady who told me that my order was still there and they mustve just forgot it. That they are training new people. She took my name and number and told me she would have the manager call me. I never received a call so around 5 PM. I called back and spoke to a that was incredibly rude. He continued to rush me off the phone telling me that there was nothing he could do. I would have to call back and speak to ****** who was the manager over the delivery. When I asked him what to do about my flooring since I had someone sit at my home all day waiting on this delivery as well as a contractor lined up to install my flooring. He told me that i could always come pick it up I immediately informed him that that is absolutely ridiculous considering I paid a $252 fee to have it delivered to my house. He also took my name and number and told me he would have ****** call me first thing the next morning. She in fact did not call me the next morning so I called back. Spoke to a manager by the name of ***** who was extremely helpful and very apologetic about what had occurred. He told me that he would make it right and assured me I would in fact be getting back my $252 delivery fee since I did not get my delivery as guaranteed. He reaches out to me on Thursday to let me know that my delivery is scheduled for that morning and it will be delivered. I thanked him and then inquired about how to get the the fee refunded back on my credit card to which he tells me that he misspoke and will not return the fee. This is absolutely ridiculous and has been nothing but a nightmare. I dont want a gift card because I have no intention of returning

• Initial Complaint

  Date:03/14/2024

  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.

  2/24/22 I purchased tile from this location. Delivery time was 7-10 days per the designer ******. That time passed, was told tile was being delivered to store 2am 3/10. Installer arranged for house demo 3/11 and Tue**ay tile pickup and install. Tues morn installer calls from store, tile is not in. First store rep ** truck did not show. After not getting a return call from ****** I caller her and she ** truck was overweight, delivery 3/14 by 8pm. I asked how i would know this would not happen agn and she said cant say but she would set an alarm and call me 3/14 to confirm. Had the store called me 3/10 or 3/11 to make me aware of a delay I could have postponed the demo. Now my home is torn apart & my appliances are in the garage. No call 3/14 from ****** so I called store and she isnt in today. I asked for manager and **** said she was one. I recapped, she checked the order and proceeded to tell me she wouldnt be able to tell me if it was on the truck or not. How is that possible. Tomorrow will be 21 days that the store has had my money and I have no product. How can they not know if something has shipped? Ruby ** she will call me tomorrow and let me know if it is in or not. I have an installer set to get it tomorrow so I will know anyway. The stores total lack of communication and indifference is completely unacceptable. I would have made proper changes to the demo had they notified me of any delay as they should have. This is a major disruption in my home on top of the fact that they have my money. I have no floors so it isnt as if I can just not finish the job. Not only would I be unlikely to recommend this company I would be likely to strongly discourage someone from going there at this point. They have offered NOTHING to rectify this disruption. The customer service is awful, I have yet to get a call about the corporate complaint I logged. How can a company run this way - not plan the weight, not know if something has shipped?

• Initial Complaint

  Date:03/13/2024

  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 contacted one of their locations to see if I could get two boxes of the flooring I had previous purchased (NCRP 7X48 6.5MM SADDLEBROOK). I needed to have some of the product on hand for repairs. The location I contacted did not have the specific product on hand but located some at the ******** location. I placed an online order for two boxes of the flooring and then went to the ******** location to pick up my order. I was called several times after that to pick up my order so I contacted the location to let them know I had already picked it up. I have been billed twice for this product. On 2/6 I was billed ****** on my Chase Marriott Bonvoy account and on 2/5 I will billed ****** on my American Express card. One of these charges needs to be credited back to my accout. I contact the ******** location but the manager there said he was only able to see one order and one charge and to call there customer care number *************). I called them multiple times but there is no option to talk to a person or a selection option for billing questions. I need hep getting this resolved.

• Initial Complaint

  Date:03/13/2024

  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.

  Bought black and white tiles. Description on web said both colored tiles are 13x13. Turns out that the black ones-all of them/ were 1/8 short. My tilers ripped them out out and I bought more. Same problem. Store s truly incompetent employee **** ( *********** **) did not know what to do . Apparently store manager ***** and assistant are both off. I tried to call the claims department. Just an snouncement and then the call is terminated. To reach anyone in corporate is impossible. I spent two hours with no result on the phone today.i have damages of over 5000$. Their customer service is below par. If we do not come to a solution on here I will commence suit. If you sell faulty products then you have the responsibility to resolve the issue.

• Initial Complaint

  Date:03/08/2024

  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.

  We purchased tile for our new shower. We worked with the store designer to select and he entered our order in the computer. Our contractors picked up the order that Floor & Decor pulled for us and installed the tile. After installation we noticed there were different colors for the same floor tile. It looked like the warehouse gave us boxes from different dye lots!! Our contractor had to spend 2 extra days ripping up and installing new tile.I contacted customer care at ********************** with the pictures and receipts. They said the manufacturer will not do anything but the store managers could help. I called the store multiple times - the phone just rings and rings. Nobody picks up - unbelievable! ************* was absolutely no help and the store doesn't answer the phone. Terrible customer service!! Where is Management?Date of purchase 1/12/24 order number sb013097603212397. total amount of order ******

• Initial Complaint

  Date:02/28/2024

  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.

  I purchased the **** 49 IN GRY Vanity W/CARRARA from ******************************* for the amount of $1,044.57 on 10/7/23, picked it up on 11/3/23 and had it professionally installed on 11/128/23. After approximately 2 weeks I noticed that the corners of the vanity had started to swell and the doors wouldn't close. I reached out to Floor & Decor and provided pictures of the damage and to file claim/seek resolution (return of the product for a replacement or refund) at which time communication went back and forth between myself and the store regarding the issue , until I received a case number: ******** on 12/28/23. The last communication dated on 1/24/24 ffrom the Floor & Decor Product Resolution Advocate was to inform me that they had received a response from the manufactures as stated below: Manufacturer Response "It is not covered due to "high moisture that could be water or air that is linked to improper usage, such as allowing water to splatter and indiscriminately and neglecting to dry the door after each use, of which over time, water running from the vanity top to the top edge of the doors can lead to damage, manifesting as bubbles and cracks. It is important to note that our cabinet features a water-resistant paint sealer, allowing water contact with the surface but necessitating a wipe clean after exposure. Prolonged sitting of water on the surface can result in damage, a principle applicable to all types of wooden furniture." Based upon this, Floor & Decor denied my claim for a product replacement or refund. I communicated that I did not agree with this decision of which I received a response back again that my claim is still denied. My argument to this is that the decision was based on what the manufacture calls improper usage over a period of time. 1. We only had the vanity for less than 3 months when it began showing signs of damage (as shown in the photos submitted to floor & decor). 2. It was also stated that allowing water to splatter and neglecting to dry after each use leads to damage of the doors, etc. - Well this is inherent as we always wipe down the counters, etc. keeping free of water after each use. This is a clear sign of a defective product of which we are expecting a replacement product of equivalent value or refund.

• Initial Complaint

  Date:02/27/2024

  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 purchased tile from F&D for a bathroom tile job. I ordered this tile two times, once having Floor and Dcor place the tile boxes directly in my truck bed as a pickup order, and the other my husband went to get a few more boxes to finish the job. The receipts show the same color tile for both orders. Unfortunately, only after my tiler installed the tile, was it clear that the color was drastically different from one box to the next. I believe that either this was a bad batch of tile, or someone at floor and dcor didnt adequately check that the correct tile was in the box they sold to me. The original Meringue tile I chose is a soft white, while the incorrect color is more of a gray. The color is just close enough that it was not noticeable until they were tiled side by side, now it is glaringly obvious that one of these colors are incorrect. I reached out to F&D about my issue, asking them to refund the tile and help pay for the cost of re-tiling. They made me jump through hoops with a complaints questionnaire, and after I thoroughly answered their questions and shared photos, they followed up this morning with additional questions. One question was if I had photo evidence of the boxes the tile came out of, and when I said no, they claimed that this was an installation issue. I don't think it's realistic to expect someone to save garbage in the event that the company you purchased the product from made a mistake. The tile color is incorrect. This is not an installation issue. I would like someone to help me resolve this issue, as F&D has closed my case. We paid ~$900 in tile, and ~$4,000 in tiling costs. I would like them to pay for the work to be redone, and for new tile.

• Initial Complaint

  Date:02/23/2024

  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 am filing this complaint due an experience in the Lakeland store on 2/23/24 @ 16:30. When I went to the store I noticed a price change on some tile I purchased in November and December. The difference is pretty significant. I spoke to the young woman at the desk by grout. She called the manager to inquire. She was informed that they are discontinuing the item. So I asked if I could receive the difference so she called the manager. When he came he stated "What's going on?" I said, "Hi, how are you?" He did not acknowledge or respond to me saying hi. His response was like "What can I do for you". I expressed that I purchased tile and the price is significantly different and I want to receive the difference. He responded "No". So I asked why. He responded "Because that was the price then and this is the price now". I asked, "why not and I am still within the return period. I could return the items and repurchase". He repeated, "Because that was the price then and this is the price now and that's what you're going to have to do if you want the difference". I asked, "why would you inconvenience me like that?" He stated, "It's not an inconvenience to you". He told me that me returning tile to store that I rented a UHAUL to pickup wouldn't be an inconvenience to me while I was standing there with 1 of my babies on my hip and the other standing there. I called corporate and I was advised that the manager could in fact give me the difference. They stated it was at the managers discretion even if it is past 90 days it was still at managers discretion. The corporate rep offered to call the store and speak to the manager to ask him to provide me the difference or advise that he could do it. I refused and stated I will file a complaint because he had a smug attitude for no reason. I have been shopping with floor and decor for over a decade. I own multiple rental properties and purchase all the tile I need from their store. This was my first time ever experiencing this.

• Initial Complaint

  Date:02/21/2024

  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.

  02/20/24, I was trying to purchase a bathroom vanity and found broken back part, and damage to the back of the cabinet. The supervisor said he can only give ****** off of a broken cabinet being sold for ******. So after the ****** credit the variety would still cost about ****** and would be nothing off of a broken vanity..