Complaints

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:06/02/2024

  Type:Product 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 went to the store to return porcelain without a receipt to get merchandise credit and was turned over and they said they cannot accept return over 90 days which is against their return policy posted on their website. Here is the what it states on their return policy as of 6/2/2024:Returns within 90 days of purchase will be processed by the same method of payment from your original purchase.Returns over 90 days from purchase or without an original sales receipt will be processed to merchandise credit.What they told me is completely different than what it states in the return policy. I would love to have a resolution for this matter accordingly to the return policy I accepted at the time of purchase.

  Business Response

  Date: 06/18/2024

  RETURN POLICY
  This Return Policy is governed by and incorporates the website Terms & Conditions
  90 Day Return Policy
  Floor & Decor understands the importance of choosing the right product for your project. If you are not completely satisfied with your store or online purchase, simply return the merchandise to any Floor & Decor within 90 days of purchase with a valid sales receipt, and we will refund your purchase. We reserve the right to limit or deny returns or exchanges. Please also see below regarding original packaging required for return.
  For returns after 90 days or without a receipt, we may provide a refund at our discretion and at the last lowest price for the item. A valid photo ** is required. Information from the ** will be recorded at the time of the return. Floor and Decor uses a third-party refund verification system. All returns are subject to verification system approval.

  This purchase was made on October 10th 2021 which is way over our 90 day return policy and we reserve the right to limit or deny return or exchange. Due to the time frame, amount, and different production dates like dye lot and caliber numbers this return was denied.