ComplaintsforFloor & Decor

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Floor & Decor ordered a product that would be the same as the current product we have purchased for a vinyl flooring for use on stairs. The company did not disclose that the manufacturer does not have exact match for color or type of flooring. However, it provides an acceptable range of color and is meant to be. There are six documented attempts to escalate and request a refund of the unmatched product without resolution. Multiple photos have been submitted to the company that show the flooring is not an adequate match and a request for refund has been denied multiple times. The company instead has asked to sign a release and they will then offer a $500 gift card to floor and decor. There is no acknowledgment from the consumer, myself, that I was not being sold an exact match color. There is also no documentation or proof that the sales person mentioned this prior to taking payment for the product. Floor & Decor will not release the manufacturers name or the company to be able to contact them directly to find a suitable match and color, and they will not acknowledge fault or acknowledge responsibility for the mismatch of the floors . The items were purchased on 4/17 and on-going dispute started on May 9th, 2024. There are six documented requests to escalate to a manager without any response.

  Business response

  07/12/2024

  Hello, 

  We have advised this customer that the product she purchased is a coordinating product and not the same material as her flooring and is meant to coordinate not match exactly. The product is within tolerance for the color coordination and as our installed merchandise policy states installation is acceptance of the product. We did offer her a gift card in the amount of $500 for her dissatisfaction and she has refused that offer. 

  Customer response

  07/12/2024

   
  Complaint: 21933816
  
  I am rejecting this response because:

  The company did not provide this information PRIOR to purchase. The company failed to inform and educate the consumer that this was not an exact match. There is no documentation, approval or signature that reflects that I as a consumer was fully informed of this. The company falsely sold a product and deceived the consumer. The company has also fraudulently charged and received funds for a product that was deceptively ordered. The consumer countered the $500 offer for a request of $1000 and after 6 documented attempts for resolution there is no reply to the counter request. 
  
  Sincerely,
  
  *****************************

  Business response

  07/12/2024

  There is in store signage that does state coordinating pieces. Our installed merchandise policy is printed on all the receipts stating installation is acceptance and that once installed no returns or claims can be filed. If the product was not installed it would have been returned if the consumer was not happy with the color. The resolution offered is the final resolution that can be offered. The manufacturer has also denied the claim. Floor and Decor has made a good faith offer. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/10/2024 the outside water faucet broke and flooded the downstairs, including the kitchen, dining room and living room. After water mitigation, and a homeowner insurance claim being submitted for the downstairs flooring of 700 Sq. ft. was replaced on 2/27/2024 with NuCore Chiffon Ceruse LVP flooring from ***************************** total cost of the flooring $3,671.54. I hired a licensed and bonded contractor ***********************, to do the installation of the flooring and baseboard. An additional 10% of flooring was bought, but since some of the flooring had chips and scratches in it all 10% extra was used. After about a month of being installed I noticed the flooring pealing around the edges. On 4/5/2024, I submitted a warranty claim to Floor and Dcor, provided all the information that was asked for to file this claim. On 5/3/2024 Floor and Dcor stating that the wrong underlayment was used under the flooring and that this isnt covered by warranty. I will note that between the warranty paperwork and the website the warranty information is conflicting and does not say anything around coverage for other underlayment. Floor and Dcor gave me the option If you believe what is happening with your floors is manufacturing related then you are welcome to get an inspection by a certified flooring inspector to help figure out what is happening. This is an out-of-pocket expense that is incurred by you (range from $250 to $500) but is eligible for reimbursement if determined to be a Manufacturing related issue. The Inspector has to be currently licensed and endorsed by one of Floor and Decors chosen. On Saturday 5/18/2024 the certified inspector came out and reviewed the flooring, I received the report back on 5/24/2023, that it was deemed the flooring issue was manufacturing issue regardless of the underlayment that was used. Floor and Dcor and ************************* have declined on a settlement.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased lvp floors for bathroom remodel. 2-3 days after floors installed there are little dents creating a rough surface over them and they hold water. contacted the warranty/ customer service who stated it was the ******************** pattern. i sent additional video and photos showing the indents hold water and was told to use a broom over the area to even out the surface, that it was part of the floors. however the floor description has a dent free warranty and claims pet proof and describes as smooth surface. they emailed after the video claiming the floors came with dents in them.

  Business response

  07/05/2024

  There is a claim open. We have responded to the customer. Regrettably her concerns are regarding the floor pattern. It is the responsibility of the owner/ installer to inspect each individual plank at installation to pull any plank they do not want to install.

  This claim would not be warranted 

   

  Customer response

  07/05/2024

   
  Complaint: 21912388
  
  I am rejecting this response because:
  thank you i do accept the response but wanted to respond that the person i spoke and emailed with never stated i could pull the tiles in question and return. 
  that absolutely settles the matter. the customer service rep told me to use a broom to get any debris out of the indents. it is only a handful that have indents which i why i do not think it is the design and can pull them and return them. thank you

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

  Business response

  07/10/2024

  Hello ******,
  
  I'm contacting you regarding the voicemail I left for you earlier today.  While I know this experience has not been pleasant to say the least, the best course of action would be to continue the warranty process by submitting your documentation to the manufacturing team for review.  Please complete and return the attached questionnaire and the information will be sent for review.  Once the review team provides a decision, you will be contacted to discuss the next steps.  

  From: ************************* [*******************************]
  Sent: 6/28/2024 9:48 PM
  To: **************************************************
  Subject: [EXTERNAL] Re: Product Claim - *************************** - Case Number: ******** - DuraLux Performance SMOKY OPAL RIGID CORE LUXURY VINYL PLANK - FOAM BACK SKU: 100899327
   
  Thank you. i did request someone else call me as i feel like stating i used a magnifying glass would presume i am trying to trick you into seeing something that isnt there. the black in the photo is part of a cord from a tool. I mentioned out bathroom is not complete yet. The indents i am referring to are outside of the area so i remain unclear why a blurry area that isnt part of the concern would make you think i was magnifying the area in question. I circled the indents that are outside of the blurry area in the photo. Also, i sent several photos and a video with no black circular areas to show different views and the different tiles  effected. i also originally included the flooring description that states dent free and dent resistant and has a pet guarantee. if you are sticking  with the indents are part of the floor design i feel that should be removed from the floor description. I would not has bought a floor knowing it comes with small indents. thank you for your time. 

  Hello ******,
  
  I truly apologize if my assumption caused you any distress.  It was the photo below that I assumed was a magnifying glass, it was in no was to accuse you of anything, the flooring inside the ring looked distorted compared to the other.  In addition, I was not stating that using "Sweep or vacuum daily using soft bristle attachments." would remove the texture, it would only help in keeping debris out of the indentations, making them less visible. 

  From: ************************* [*******************************]
  Sent: 6/27/2024 4:48 PM
  To: **************************************************
  Subject: [EXTERNAL] Re: Product Claim - *************************** - Case Number: ******** - DuraLux Performance SMOKY OPAL RIGID CORE LUXURY VINYL PLANK - FOAM BACK SKU: 100899327
   
  it is a camera taking photographs of the dents in my floor. if the floors come with dents in them why do i need to use a broom to get them out.  I do not appreciate you claiming that i used a magnifying glass to be deceptive. that is quite a horrendous customer service option to call your customer a liar. there is a video that zooms in. 

  Hello ******,
  
  I'm contacting you regarding the voicemail I left when returning your call.  The tiny indentations you photographed and highlighted using a magnifying glass are actually parts of the pattern that create the textured feel.  To minimize their appearance it is recommended to, "Sweep or vacuum daily using soft bristle attachments."  If I can be of further assistance, please let me know.
  Thank you,

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 7, 2023, I purchased flooring tiles and tile adhesive mortal. I gave the dimensions of my home to the employee that was assisting me at the time the measurements that I gave him was for 1000 ft. home. The sales person sold me the amount of tiles he claim I needed to get my flooring done as well as the amount of The tile adhesive mortal. Due to financial restrains, I was not able to hire a contractor to do my floors until two months ago at which time the contractor told me the store oversold me the floor adhesive mortal. I have 17 backs left after the job was done. I went to the store and asked for refund as I still have my receipt. Unfortunately, I was told that since hes been more than six months Purchase, they would only give me a store credit. I dont need a store credit as I dont have any projects that I need to do at home that will require the tile adhesive mortal. I would like my money to be returned to me as it was their fault that they sold an excessive amount of tile adhesive mortal.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my frustration and disappointment with the service I have received in attempting to return several items to Floor & Decor over the past four months.I understand and respect their return policy, and I am fully aware that I am outside the period for a refund. I have no issue with this and have accepted that I will not receive my money back. However, I have been assured multiple times that I could receive a store credit for these new, unopened items I want to return and has been verified that it was purchased at their store. Despite bringing the items back to the store on several occasions, my return has never been processed.The last time I visited, a manager suggested that I call **************, stating that she could not assist me further. When I called the number, I was informed that they could not help me either and could only provide a "Return Activity Report." This is extremely frustrating as it seems there is no one willing to take responsibility and assist me with this issue.For reference, the Verify Transaction ID is ****************. I simply want to return my new items and receive the promised store credit. I am not asking for a refund, just the ability to use the credit for future purchases, as was proposed by your staff.I kindly request that you look into this matter urgently and provide a resolution. It is incomprehensible that despite my consistent efforts, I have not been able to process this return.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the flooring at Floor and Decor on May 14, 2024. It was shipped on May 17, 2024. I paid $3.98 per sqft, and I just discovered that the price went down to $2.48 per sqft. At the time of purchase, I was advised that I can return or exchange the product within 90 days of purchase. Given that I have not even passed the 30 days period, I am requesting a refund for the difference. I already contacted customer service and was told that I need to bring back the products to the store for the return, then repurchase. I dont know why you have to create this hassle.

  Business response

  06/14/2024

  
  Unfortunately, we do not price-match an item that goes on sale. You can return the item and repurchase it at the sale price. If you have any further questions, please feel free to ask. Thank you for choosing Floor & Decor. We appreciate your business.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/5 we went to the ************* store with a picture with a certain tile that we liked from the ************* store! The photo contained the tile we liked with the tag with the price! When going to the store located in *************, they told us that was not the price of the tile and they could not (neither could the ************* Floor and Decor) could override it because the system would not allowed them to do so! We are talking about a 50% difference! The tile was labeled at $2.69 per sift and at the ************* it was $4.29 sqft. We are told there was absolutely nothing that could be done, even with a picture of all this in hand, and that the best they could do was a $900 discount which we took and accepted. Now we need to schedule 5 pallets of tile to be delivered to our home and there was a charge of $250 to be delivered and reassured (3 times) that it would arrive by 6/12/2024! My husband has received nothing and when he drove to the store because we had q contractor at our home ready to start, the floor is not there my husband decided to drive to the store and find out where our floor is! The floor had not left the store and there was no plan on the floor leaving the store today! My husband had to load 2 pallets of floor to his car and deliver himself. This is the second service this store does not deliver on and that we paid for!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/14/2024

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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
  
  

  
  

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