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Business Profile

Floor Materials

Floor & Decor

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

This profile includes complaints for Floor & Decor's headquarters and its corporate-owned locations. To view all corporate locations, see

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Floor & Decor has 74 locations, listed below.

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    Customer Complaints Summary

    • 267 total complaints in the last 3 years.
    • 69 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Extremely disappointed with Floor & Decor. I called and placed my order on April 11, but before making payment, I specifically asked if the tile would arrive at the museum in ************* Im renovating bathrooms for by my firm deadline of Thursday, April 17. I was assured not only that it would arrive on time but that it could even get there by Tuesday or Wednesday.Instead, the tile wasnt even picked up until after 5 PM on Thursday the same day it was supposed to be delivered.When I followed up, I was lied to and told it had been mistakenly shipped to **************. By a floor & decor employee.The freight company later confirmed this wasnt true they were instructed via email by Floor & Decor to stand down. The order was never released.Because of this, a historic NYC museum now has non-functioning bathrooms, completely prepped and stripped for tile that never came. Its not just a delay its a public embarrassment for my business. Every other vendor delivered as promised. Floor & Decor did not.

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have recently purchased a condo that was renovated and the flooring was purchased through Floor & Decor. A few weeks after I moved in, the engineered hardwood floors started bulking and detaching and creating gaps all over the floors and gradually started getting worse. I had numerous flooring experts come in and try to repair and all concluded that the floors need to be removed and unrepairable.I hired a licensed flooring inspector and his conclusion was that the hardwood floor was defected and that my floors were hazardous since the bulking was now preventing my front door from opening.We contacted the floor & decor in March. They have taken our case "under review" and taken weeks with no updates and no resolution. More than a week ago they told us they require a second inspection and no one has yet to call me to schedule it. I have called and emailed the person in charge of the claim department and have just been getting a run around. Upon reviewing some of their reviews on BBB sadly I am not surprised. Given that it was determined that the floors are hazardous and I am living in an extremely uncomfortable situation with wobbly floors and my life in my new condo has been pending and my quality of life compromised, I expected at least professionalism of following up standing behind their product.

    • Initial Complaint

      Date:04/16/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      To Whom It May Concern,I am writing to formally dispute inaccurate information listed on my credit report. After conducting a recent review of my credit file, I discovered that Account #**************** contains inaccurate and/or unverifiable information. This account is being reported inaccurately, please remove this from my credit report ************** stipulated under 15 U.S. Code 1681e(b), consumer reporting agencies are required to follow reasonable procedures to assure maximum possible accuracy of the information reported. In addition, 15 U.S. Code 1681i(5)(A) mandates that, following reinvestigation, if an item is found to be inaccurate, incomplete, or cannot be verified, the agency must promptly delete or modify that item and notify the furnisher of the change.Accordingly, I am requesting the immediate removal or correction of Account #**************** from my credit report, as the item is not being reported with maximum possible accuracy and cannot be properly verified.Please find enclosed the relevant documentation supporting my dispute, along with a copy of my credit report with the disputed item highlighted.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 April 30 of last year, and on some later dates, I made several purchases at the mentioned store in order to carry out a renovation in my home. Among all the materials I bought, there is a marble tile that, after being installed, has been showing issues related to surface flaking, which causes the design and protective layer that marble is supposed to have to deteriorate. Additionally, there are emissions of a substance that, according to an inspector sent by the store, is something called efflorescence. The truth is that the floor is suffering increasing damage every day, and the store claims it is neither a manufacturing defect nor a warranty issue, and therefore they will not take responsibility for the damages to the floor. My displeasure is that, while it is true that this may be a natural phenomenon in stones, If the store had informed me that this could happen, I wouldnt have bought that marble, because I wouldnt be willing to deal with the consequences.

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      4/6/2024 Purchased LTV cork backed floor. Installed by *************************** using their Installation Made Easy (IME) program. Installed 4/10/2024. 1/24/2025 floor buckling and cracked. I was advised to contact ***. Installer came out, said installation was good, buckling due to high moisture reading. Hired leak detection service who confirmed no active water leakage. Floor and Decor said a stronger vapor barrier should have been used. Installer said vapor barrier chosen by Floor and Decor. Store manager agreed that cork-backed flooring not best choice in high humid area. Now Floor and Decor advise me to work with IME...their marketing company who doesn't offer any solutions on resolution, and isn't licensed in State of **************.

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      1) I opened a credit account AT ********************** ****************? in October 2024 2) was charge a late fee , but never received a bill ( they waived late charge after I spent hours on phone disputing)3)December never received a bill- had to call again and remove late charge 4) Received a Bill in January, paid the amount but was still charged a $2.00 fee for what ?5) Feb, did not recieve a bill, but called and paid according to there finance plan, but was still charged extra $2- Decided to pay entire balance of of $401.98 because didn't trust them 6) March 3/26/2025, still did not receive a statement so I called ( talked to Joy) to make sure my account was zero balance ( AND WAS THE FIRST TIME I WAS ABLE TO TALKED TO A PERSON after 5 times or past previous months and they still charged me $2??????7) I have many credit cards and run a small business 25YRS, I manage credit very well, I have never dealt with this small fee bs from any card ( OR NO SHOW ON STATEMENTS AND THEN LATE FEES-8) I assume many people are just paying whatever statement they send out 9) I'm convinced it is some type of fraud, and needs to be looked into 10) i have ******** DEPOT for 25 years, and have used there finance plans , NO INTEREST 6 mo, 12, mo, 18mo- I HAVE NEVER PAID $1 DOLLAR IN INTEREST

    • Initial Complaint

      Date:02/25/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Dear Better Business Bureau,I am writing to file a complaint against Floor & Decor regarding a recent purchase of hardwood flooring, which has resulted in significant inconvenience and financial burden.On February 22, 2025, I purchased 29 boxes of NCO SPC EIR **** GRY 11 (Product Number: *********) from the Floor & Decor location in *************, ** (Receipt #****************, Customer ID: **********. The total cost of the purchase exceeded $3,000, including additional materials such as underlayment and transition moldings. However, at the time of pickup on February 23, 2025, only 20 boxes were available. When I returned to pick up the remaining 9 boxes, I found that they were severely damaged, with visible forklift marks, rendering them unusable.This issue has delayed my flooring installation, causing additional labor costs as my installation crew remains on standby. The unexpected delay is impacting my ability to complete this project in a timely manner.Despite reaching out to Floor & Decor, I have not received a satisfactory resolution. Given the circumstances, I am requesting immediate free delivery of the remaining 9 boxes and a discount to compensate for the inconvenience caused by the damaged product and the resulting delays.

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a floor from this company and in only a year the floor started to get damage. Called the company and they sent an inspector, which took almost a month and half to answer. Floor Decor answered that because we had placed the island on top of the floor, it was damaged, and they couldnt use customer warranty. When I did my research I found the island is the same weight of a refrigerator or stove, which should not be any problem. I spent almost $3,000 on this floor for it only to be used for one year!!Now we have splinters in our floor, and cant walk comfortably in our house without shoes because it is dangerous!! Shame on Floor Decor!!

    • Initial Complaint

      Date:02/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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 was at the **** store to get modified thinset for my shower floor the guy that helped us claimed to be a manager and seemed knowledgeable, he recommended Mapei Ultrabond ECO GPT, product was $200 for 4 gallons bought 2...the product applied well, smoothly... Didn't realize until after installation that it's not only not for use on floors, but also not for shower area... Unfortunately I listened to their sales associate and now I have to **** the whole project which is now costing us thousands all because we listened to their team members... Do your research before going and don't listen to or believe anything they have to say or recommend

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 DuraLux Luxury Vinyl Flooring from Floor & Decor, which later developed severe defects, including cracking, delamination, and cupping. My warranty claim was denied through a biased and flawed inspection process.Key Issues with Floor & Decor's Handling of My Warranty ************************* Inspection The inspection only assessed installation and environment, not the product itself.The report states that its accuracy is not guaranteed and does not meet ASTM standards.Floor & Decor used this flawed report as the sole justification to deny my claim.Unclear Warranty Coverage Floor & Decor refuses to define what qualifies as a manufacturing defect, making it impossible for consumers to understand coverage.False Claim Closure Despite my active dispute, Floor & Decor falsely closed my case and said they would only reopen it if I paid for a second inspection.This is an unfair burden and a way to avoid honoring their warranty.Warranty Contradictions The warranty states moisture should not affect flooring integrity, yet my claim was denied for "excessive moisture."If the product is waterproof, why is moisture an excuse?Rolling Chair Denial Without Proper Disclosure Floor & Decor blamed some flooring failure on rolling chairs, yet the requirement for furniture mats is only in the warranty, not disclosed at purchase.Unreliable Subfloor Flatness Testing The inspector only took one flatness measurement per room, which does not accurately assess subfloor conditions.Flatness was measured on top of failing flooring, making their readings unreliable.If flatness and moisture were the cause, why is my living room floor unaffected?Desired Settlement:A full refund for the defective flooring and installation costs.I have attached supporting documents, including the inspection report and email correspondence. Additional photo and video evidence is available upon request.

    Floor & Decor is NOT a BBB Accredited Business.

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