ComplaintsforFloor & Decor

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my home remodeled, and new flooring installed through out home. I have several areas that there are dents in floor, it is not the whole floor just some areas. I think the flooring was damaged at warehouse, or shipping, the installer did not see the damage until after installed. He attempted to get them to provide product to replace damaged area, this took several months, then he came back to me and said i needed to file a claim direct. I did as requested took pictures and made a claim. They never inspected the floor they looked at pictures and denied claim stating it was installed. It was not the installed

  Business response

  08/06/2024

  The claim has been reviewed. The concerns seen are not typically manufacturing related. To prove a different outcome we typically need a third party flooring inspection. This is the responsibility of the Homeowner but it is reimbursed by the manufacturer if a manufacturing concern is found. As a goodwill gesture Floor and Decor will request a third party inspection to expedite the claim. The Advocate will contact the customer to discuss this option.  If the concerns are found to be manufacturing we will provide the inspection to the manufacturer and advocate for the customer. However if the concerns are installation or site the report would provide what is needed for the customer to contact the installer to resolve or explain why the concerns are site related.

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shower room tile cracking after 1 month of installation. On May 8, 2024, our contacting company has purchased bathroom tile "Cleona Thassos Cala Blue Marble Hexagon Mosaic' from Floor and Decor (**********************************************). On May 16th it was installed. We started to use the bathroom late May and starting in late June, we found cracking on the masaic tile. As of today, we counted 20 total cracking in less than 18 sq ft shower room. We did contact the customer service team. However their conclusion is "the issues of concern are not manufacturing related, therefore not warranted. Cracking is typically related to either an un-level subfloor, subfloor movement , insufficient mortar coverage or lack of expansion space/movement joints". We would like them to replace the whole shower room tile, including both material fee and contracting fee with new ones.

  Business response

  08/01/2024

  Pursuant to our claims process, we let the customer know that the cracking is installation related and not manufacturing related. Additionally, we let the customer know they are welcome to get and inspection if they disagree with that assessment. 

  Customer response

  08/05/2024

  An inspector is scheduled. However, we ask the business to reimburse for the inspection fee. 

  Business response

  08/06/2024

  The customer has been notified that the next step in our process is to, obtain an independent inspection. Should that inspection show a manufacturing related defect, we would reimburse for the inspection.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased flooring in March. attempted to lay in May. Floating floor would not settle, has numerous chips, and has wasted numerous days of labor. Complaint filed beginning of June. It is now July and no action has been taken. Manufacturer of the flooring just got back to the claims people after 3 weeks and were to call me for an inspection. Another week went by with no response. Have escalated to management 2 times. I spoke with 2 people today and had no response from management. They only called and responded by phone today and did so after 5pm and left a message saying again wait till Monday of next week. Sent numerous photos and answered dozens of questions. The project has been stalled for 5 weeks.

• 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

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The original payment for the flooring was 7/1/2023. The date of flooring delivery was two weeks later. The flooring was over $11,000 and we had the whole house installed by a professional company. The installers have come out multiple times over the past 9 months trying to figure out what was wrong with the flooring. They tried repairing the sections that were buckling up, but the flooring just keeps buckling throughout the house. I hired an inspector that came out the first of June and he stated the issue was with the flooring itself. He advised me to contact Floor and Decor. I have been calling corporate and leaving messages, but no one will call me back. I went to the store where it was purchased and they can't help me. I want this flooring issue resolved either by refunding the money or replacing the flooring to include installation.

  Business response

  07/03/2024

  Greetings,

  We do not have a claim  for this customer. However we will open an claim and contact the customer today and explain the claim process. 

  Customer response

  07/03/2024

   
  Complaint: 21930574
  
  I am rejecting this response but I will accept them contacting me because: I tried to file a claim. I was instructed by the store to call the number and speak to a representative. I know the number was correct because it prompted you to choose if you had a claim or if you were calling to file a new claim. 

  I just do not want this company to try and use the time frame to deny responsibility because they did not respond when I first started calling.

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

  Customer response

  07/23/2024

  The company Floor and Decor sent out an flooring inspector on 7/22/24. I have researched the company that was used and it appears they have several complaints that the inspection always goes in favor of the company and not the consumer. I did ask the inspector who would mainly use his services and it was not mentioned that a homeowner would use the services...only companies.

  I was told to wait 2 weeks to receive the results. I can only hope Floor and Decor will stand behind their product. We did everything right in how the flooring was installed. 

  Business response

  08/01/2024

  Greetings,

  The claim has been reviewed and a third party inspector was hired to provide an inspection to understand the concern. Regrettably the concerns were found to be site and installation related. The customer has the right to request their own third party certified flooring inspection for a second opinion if they disagree.

   

  This claim is now closed on our end with no manufacturing concerns. 

   

  The concerns found would need to be addressed with the installer. 

   

  Thank you,

  Floor and Decor Product Resolution Team 

• 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.

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