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:09/22/2023

  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.

  Dear BBB Team-First af all, THANK YOU very much for your time, help and cooperation.Recently we bought a new home and for our new home we wanted to do wall tile project for which we purchased tile from floor and decor. During my order Floor and Decor split my order between 2 of their orders. On top of that Floor and Decor end up giving the tile boxes which does not have any shade, dye lot and product date listed on the box. this is clearly a major manufacturing defect.Due to this material defect our entire wall project got jepordize for our brand new home. we spent almost 15k for this project work. Floor and Decor store manager also agreed it is clearly a manufacturing defect BUT now Floor and Decor is not helping with labor cost. I even told them that instead of any reimbursement they can send their team to re-do the job.Currently because of this issue all of our projects (buying funitures , TV unit, rugs) are on hold and also we are unable to move into our new home. I am attaching few pictures where you can see the wall tile in 2 different shades and which looks totally ugly. (attaching couple of pictures for same) Also Floor and Decor store manager confirming the major manufacturing defect. (attaching email as well)I truly appreciate your time and cooperation.

• Initial Complaint

  Date:09/21/2023

  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.

  -Tried to place an order at the register, and the cashier did not know how to do that. I was directed to the manager named ******, who simply referred me back to the same register.-Placed order for flooring. Tried to call store more than seven times to adjust delivery, location and date. But nobody ever answered the phone. Had to go into store. Filled out new order form. Still got a call on all delivery date stating my delivery was on the way. Explained I had change the date and location.-Got an email that my order had been canceled entirely. Went back to store to ask why. Spoke with shipping manager, and they said they were told I wanted to cancel my order. Explain that was not true as I had filled out a form only changing the delivery location and day. Gave manager named **** the new shipping address and date -On the delivery date received a call from driver, but they were at the old delivery address and not the new one I had provided -went to store for more wood. Store only had 1 box so I bought it, confirmed with an employee that it was the correct box. I opened the box at home and what was inside was not the same as what I had already purchased, even though the box was the same item # and all. -Try to return at store, manager ****** did not want to take the box back because it was open. Only ******** store has the no open box policy. The manager did not even ask me anything before saying this to me. He also tried to tell me that the ***** looked the same even though the grains were completely different as well as the colors. Other employees in the store also agreed with me that they were completely different. The manager still disagreed even after I showed him pictures of the wood that I had at home.-told store was out of wood I needed but shipment will be coming in soon. Placed order in store for more wood but never received an email/call that the order was ready over 5 days. Went into store myself and **** was sitting on the shelf in the wrong section

• Initial Complaint

  Date:09/20/2023

  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.

  To whom it might concern, On August 13th of 2023 I have purchased vinyl floors (I'll attach the picture of the make and type), the floor were installed by the independent contractor by August 25th. When my kids started to run around on the floor I notice damage to their skin. My daughter is 3 years old, her toes looked like skin got burn marks at 1st, later it got worse and her toes started to bleed, I have to keep sock on her all the time and if she takes them off her toes starts to bleed again, it is from rubbing on vinyl. My son was 10 month old and crawling all over the house on the floors, all his knees, feet and fingers got red, fingers started to bleed too. I have to carry him all the time because I can't let him crawl on this floors. The texture of the vinyl is rubbing on their skin and making severe damage. I contacted Floor and Decor ********************************** and talked to *********************** Supervisor, Product Resolution via email. She looked into all the pictures and said they it's not from the floors and they closed a case. I strongly believe that this floors causing this problem, my kids stay home all the time, we don't go outside during the day (it's extremely hot in ******* in the summer), I never seen anything like this happened before. I want to refund for purchase of vinyl floors, baseboards and installation. I have to replace the floors again and I don't have funds to do so because Floor and Decor doesn't want to admit that the product they sell causes skin damage. Yesterday, my daughter refused to wear socks in the house by the end of the day her toes started to bleed again. I'm attaching pictures of my kids skin damage. Let me know if there is anything else needed. Thank you ************************* ************

• Initial Complaint

  Date:09/05/2023

  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.

  This store is a joke. Came all the way here with an advanced courtesy notice checking availability and a heads up with my ETA and parked exactly where F&D requested prior to my arrival as per ****** who took the order and said where to go. I arrived and came in exactly as I said I would along with when but then the system is down and yet no problem with taking my money. Alivia was incredibly rude and continued to talk behind my back with no solution other than to pay again at a different location. I called management at a different location who spoke to the manager in Arlington to get me loaded up. Then to see my new trailer was damaged when they were too lazy to load by hand and wanted to use the forklift. Totally unacceptable and a complaint is now following to warn others and get a resolution for my inconvenience. This was a ******* order and it will be the last time I deal with F&D if this is how F&D treats a pro customer. Its order # *****************. Totally unacceptable way to treat a customer. When this load is offloaded on site Ill be taking additional pictures of the damage of my trailer and will seek additional resolution once a repair estimate is made for my new trailer.

• Initial Complaint

  Date:08/22/2023

  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.

  November 12, 2022 ORDER TOTAL: $4608.92 and i payed $1800 for installation fee.I purchased for all my entire home floor vinyl plank fom directly floor and decor ******* ** store. I used very carefully and gently; I followed as user manual; after 4-5 months around it started getting damaged itself on the floor. Nails came out through planks.Some of them broken and cracked.They said life time warranty when I purchased.I contacted the customer service with email and proof of the issues pictures. They not responding real solution. They said you can pay your pocket $500 or more ; inspection and will see whats the problem. I want to return all the plank, however what happens installation?

• Initial Complaint

  Date:08/21/2023

  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.

  DATE OF TRANSACTION 8/13/2013 BOUGHT 28 BOXES TOTAL $1121.70 VINYL FLOORING PURCHASE TRANSACTION **************** STORE 296 ASSOCIATE ***** WAS TOLD TO GO BUY REST NEEDED AT ********* STORE WHEN GOT THERE WAS TOLD PRODUCT WAS DOUBLE IN ***** DIFFERENCE OF $5487.66 COST MORE. STORE WOULD NOT HONOR ***** FROM OTHER STORE ADVERTISING FOR FLOOR AND DECOR SAYS IF YOU FIND A LOWER ***** ON SAME PRODUCT WE WILL HONOR IT UPON VERIFICATION.THIS IS FALSE ADVERTISING!!!!!NOR THE STORE OR CORPORATE WILL HONOR IT! I WANT TO BUY THE REST OF THIS PRODUCT FOR THE ***** I WAS PROMISED AND HAVE THE RECEIPT TO PROVE IT ***** A BOX NOT 74.88!WAS HUNG UP AT CORPORATE WHEN ASKED TO SPEAK TO SUPERVISOR BY A WOMAN NAMED ****. TRIED CALLING BACK SEVERAL TIMES AND NO ANSWER BY CORPORATE OFFICE!

• Initial Complaint

  Date:08/20/2023

  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.

  Dear BBB,I am a regular customer at ********************. I have purchased large amount of materials from this store. One of the items I had bought was a LUXURY LAMINATE which is priced at $5 per foot, highest range for such flooring. It has been only 6 months and now we are seeing black prints emerging on the flooring (fish fin pattern). This was supposedly 25 year life warranty material. (ORDER NUMBER: *****************). It says "Warranty Lifetime Res./ 25 Yr Comm". I tried contacting the store, but they are saying I need to call the manufacturer. It was a lot of work to install this flooring and it will be expensive to remove and install another flooring. I am requesting F&D team to please look into this matter and please help (replace with new flooring with labor).

• Initial Complaint

  Date:08/19/2023

  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.

  Dear *************************, I am writing you to inform you that your website and in store customer service must be improved. Also, Im writing to tell you that your in store customer service should be more customer centric and less unwilling to assist. I selected the ***** Dusk Lodge porcelain tile for my new renovation. Of which, through all of renovations I have remained a very loyal customer to your store. While trying to figure out the budget and determine how many boxes I needed I noticed that your South ** stores had the old SKU ********* (same product) online for $59 a box vs the new SKU ********* for $71 a box. ******* had 21 boxes, *************** had 21 boxes and Pembroke has 5 boxes. However, I was hoping to purchase all in one store for one convenient pickup. Well, wishful thinking and just the beginning of a day long and very costly nightmare. I went into the *************** store and asked a very helpful employee who stated they would surely honor the price and placed me with a designer. The designer at first was quite helpful and also stated she was sure they would be able to help. She attempted to call one of the neighboring stores to see if they had a price issue, and they confirmed it was true. She also went to see how many boxes FTL had in stock. She was only able to provide 60 and I need 70. However, the manager refused the online price stating it was the old SKU and refused to acknowledge that they had inventory at that price despite what the website stated I could order at that price.As this has now taken 2 hours to sort out Naturally as any consumer would, I decided to deduct the 21 boxes from the Boynton store and the 5 from Pembroke as I would purchase them online and I reluctantly bought 44 boxes at full price from FTL. I went into my car and made 2 online purchases, 1 at Boynton and 1 at Pembroke. Yet, I noticed online that *************** also had 21 in inventory so I purchased them also. This totaled 47 boxes @ $58 a box which is a significant savings of $564. I went back into the store to request a refund on 21 boxes that I paid $71 for and explained that I was able to order them online as the website stated they had the in store. At this time, I was ignored, eventually yelled at, told I would not be getting the product I asked for, and complete dismissed by your staff and your designer. Yet, all I was asking was for consideration of honoring the online price that was now marked up for the very same product in pallets in the store, and I was treated like I was lying as the inventory now showed zero because I had purchased the last remaining boxes and have the order numbers and receipts to prove it. Ultimately after all of that your manager of *************** called the main customer service number, did not honor the price and in return he cancelled my online orders and ultimately tied up about $5000 of my money and forced me to drive to *********** store only to find the product was no longer displayed on the floor at that location and was sitting on a shelf in the back unsold. I would like you to make this right and give me 47 boxes @ $58 a box consider this is what you were advertising at the point of my search for my flooring and allowing me to order. The receipts are attached. Thank you for your time.

• Initial Complaint

  Date:08/18/2023

  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 bought a house and put tile floor from this place throughout my whole house except the bathroom cost $$$$. Ive never used these kind of tiles before. I hate them u cannot clean them without getting on ur hands and knees and actually scrubbing them with a brush.having a disability I cannot do this nor can I afford to hire anyone to do it for me nor should I have too! Having a family with kids, these tiles are a nightmare. These tiles are now discontinued and this is probably the reason why. Also a lot of the tiles sound hallow and I know they shouldnt sound this way. I wish the person designing everything for us at the store would had mentioned that these tiles are so hard to clean cause we didnt know any better. Website states east maintenance that was a LIE!!! *** never had tile installed and this is a horrible idea expensive ******* I went to the floor and decor and decor with my sister cause she sees how much trouble im having with these tiles and we spoke to someone and the guy said oh its because u need a steam mop. He said steam mop would solve my problem a long with white distilled vinegar. He said if it didnt work he would buy me lunch! So I went out and bought one spent over 100$ on the steam mop hoping for a miracle and the steam mop was far from a miracle! I hate this floor I spend 20,000$ on and Im ready to rip it up and put down a different tile, if I could afford too! Im so disappointed in the trust I put in these people to sell me a good product!Update: tried to file a claim and filing a claim was useless. They want me to pay close to ***** to pay for an inspector to come out! How ridiculous is that? Im on disability and cannot afford to pay for that. Stay away from this company they will sell u c*** flooring, and when your flooring fails they will do the same to you as they did to me and several others! Check the BBB wish I had there are so many complaints on the BBB.

• Initial Complaint

  Date:08/16/2023

  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 June 7, 2023 I placed an online order for flooring and stair nosing in the amount of $938.48. On June 8, 2023 I went into the ************* location and added more stair noising and a reducer in the amount of $131.84. I have checked the website several times for updates on my order and it continues to say process. When the order was placed it stated 30 to 45 days. I called on July 29th and the customer service agent stated she was going to check with the manufacturer and get back to me on part of the order, some was in but some was not. The representative never called back. On Friday, August 11th I did an online chat with the agent she had no knowledge of the order I had placed in the store and paid for on June 8th. I went to the store on August 11th and asked to speak to the store manager which the associates then tried to help me he had both of the orders on the screen and took it to the back I waited over 30 minutes and the representative came back out with a reducer that was not an exact match for the order and stated that I could no longer get the stair noising because they didn't have it in **********/Delware which was a complete lie because the stair nosing I had ordered online and the flooring they had for me waiting. I went online and the pieces were still available for me to order. He then proceeded to go in the back and never came back out. I waited another **************************************************************************************************** the store for over 1 hour with no resolution. The store manager ******************************* finally came out and said he thought the associate was helping me he looked at the store receipt and my order and stated that the items I had purchased in the store on June 8th was never ordered. He said since it was Friday there was not much he could do he was going to call them on Monday, August 14th and he assured me he would call me and let me know the status and if he could put a rush on the order since it was never placed. HE NEVER CALLED!!! I am still waiting for product I paid for and never received with NO idea when it is coming in. I want the product and to be compensated for this whole fiasco.