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

  2500 Windy Ridge Pkwy SE Atlanta, GA 30339-5677

• 

  Floor & Decor

  1200 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-7557

• 

  Floor & Decor

  5880 W Bell Rd Glendale, AZ 85308-3889

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  Floor & Decor

  6681 Stanford Ranch Rd Unit 631-1 Rocklin, CA 95677-2644

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  Floor & Decor

  8415 Lockwood Ridge Rd Sarasota, FL 34243-2931

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:01/27/2025

  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.

  WORST STORE, WORST PEOPLE, LIERS. Initially some incompetent *** created an invoice in a hurry because he was going home with a wrong SKU. When the order was picked up and came home to realize that the product is **** finish instead of polished. I had to load up every thing and return to store. Also when I was at the store, the so called MANAGER *** said that he will help palce another order for with the same dye lot and make sure it gets to me on 01/28 and said he is going to enter the delivery date as 01/30 just in case. I believed in his words and palced the order again. When I called in today (01/27) to check on the order, first *** says the order is delayed and will take couple of more weeks, when I insisted on talking to the manager, Some one named '****' came and said that it will be delivered to me on 01/31 and he was saying if I want to cancel the order that is fine. What an irresponsible people, don't understand the essence of time and the delays and loss it is causing my projects.

• Initial Complaint

  Date:01/22/2025

  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 purchased tons of boxes of the SUGAR SAND WATERPROOF RIGID CORE LUXURY VINYL PLANK - CORK PAD and its the WORST FLOORING EVER! Pretty color but honestly horrible quality. It scratches easy, chips, cracks, looks dirty always even after cleaning, Im a clean, organized person. It has cracked and broke in many places. The flooring was installed not even a year ago. THIS IS INSANE SPENT AROUND $6k yes SIX THOUSAND DOLLARS FOR THE WORST FLOORING IVE EVER SEEN. Unfortunately I want to warn others if I dont receive a refund. I will post on other platforms. This isnt okay. Flooring is supposed to last years this hasnt been a year. Im shocked and disappointed at the brand. Floor & Decor has done nothing to help. Poor customer service and rude, after spending so much money. Shows what kind of company this is! Im asking for half refund to be reasonable not being unreasonable even though I think I should get a full refund! I have all receipts of all my purchases of the flooring with dates!

• Initial Complaint

  Date:12/16/2024

  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.

  As part of our remodeling project, we purchased lot of materials from the Floor & Decor ***************** in **. It included all sorts of stuff and this topic is related with the bathroom tiles. We had a need for some square footage and the associate at the store and online mentioned to get a total of 512 tiles. They come in boxes of 48 each and I purchased 10 boxes and 32. They sold me 10 boxes and 32 loose tiles.Project continued on and at the end I had to return several of them total to be around 2 full boxes and change or some 30 loose tiles.I went to return them to the store and I was told by the associate that you cannot return loose tiles, I mentioned understood but I purchased loose and that too you sold me loose so I take I can sell loose. She was polite and said I will get the manager.Manager came, ******* (from *****************, **). Didn't let me finish and was rude and mentioned she already told you ********* a company policy, I mentioned I bought them loose and you sell them loose...interested me and said again you are repeating. I said this makes no sense...again interrupted me. I mentioned I have spent so much with you guys and I get 'good for for you'. At that point I concluded I was conversing with someone rude and low intellectually. A. I bought loose tiles, someone should understand this. B. Its logical C. Its wastage D. Store was rude. Cost wasn't even that much, $50sh but the conversation and lack of logic left a very bad taste. I have spent 10s' of thousands of dollars at Floor & Decor. After this experience and and our on-going project. This will by my last transaction with F&D.Someone should really read this and just assess and would love to transact at logical level. Makes 0 ********** regards,******

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased pebble floor tile from floor and decor labeled as 1 sq ft coverage by manufacturer and store. Actual coverage over 20% less. Store gave tile to make up for missing sq feet but still selling improperly labeled product.Images attached show size documentation. 5 tiles measured 53 in length. 5x5 square according to specifications as sold should be 25 sqft. Actual coverages Less than 20 sqft. Product needs to be sold as actual dimensions to protect other consumers.

• Initial Complaint

  Date:12/05/2024

  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.

  Purchased flooring 1/23. Floor boards are defective and come apart. Seeking refund for cost of floor plus installation because I need to have a new floor installed.The business hired an independent inspector and has denied my claim based on his report. the report is flawed and I have submitted comments and pictures disputing the report. The business has closed the claim and is relying solely on this report. The business will not send their own representative to look at the floor and discuss with installer. I also contacted the manufacturer directly and they sent it right back to Floor & Decor. I received an email that had already been sent, so just a scripted copy and paste job. The business has the inspector report and pictures as well as my pictures and those taken of the product by my contractor. The business refuses to accept my contractor disputes or the pictures I provided.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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 am writing to express my concern regarding an incident I witnessed at Floor and Decor Lombard on December 3, 2024 at approximately 5:00p. While shopping in your store, I observed a manager around his mid 50s yelling at a young employee by the name ******* in a manner that I found to be unprofessional and distressing. It appeared that the employee was being bullied or unfairly reprimanded, which made me feel uncomfortable as a customer.Specifically, the manager used harsh words that seemed unnecessarily aggressive for the situation over her appearance in the store and having a coffee in her hand as well as stating not being where she should be as other employees grouped around him laughed at her. It was clear that the employee was visibly upset and trying to respond, but the tone and behavior displayed by the manager seemed inappropriate and **************** someone who values respectful and supportive work environments, I believe such behavior is unacceptable, especially in front of customers. I kindly request that you look into this matter and take the appropriate action to ensure that all employees are treated with dignity and respect in the workplace.Thank you for taking the time to address this issue. I look forward to hearing from you regarding the outcome of your investigation.

  Business Response

  Date: 12/12/2024

  This has been forwarded to the Regional HR Manager. This department only handles installed product claims. HR has responded that they are investigating this matter, however they do not respond directly to the BBB complaint. Please be assured they are taking this complaint seriously and they thank you for taking the time to draw attention to this matter. 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair 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.

  We purchased a faucet for a brand new sink at my parent's home back in September, and the contractor that was working on renovating the bathroom pointed out that the faucet was defective as it was leaking. We have video of exactly what is wrong with the faucet. Since it was the contractor working on this, and given that Floor & Decor stands by the effectiveness of their items, the packaging that the faucet came in was thrown out. My father decided to take the faucet with the receipt to the location at ********************************. When he was there, the store told him that he could only return the product at the store where he initially purchased. So he traveled up to the location at ************************************, which is about 45 minutes from his home. When he arrived, he was told that he would only be able to get half of it returned since he did not have the original packaging. Keep in mind, the manager there, *****, indicated that she needed the original packaging to be able to sell the product again, which is admission that your stores are willing to resell defective products. To that point, I am filing this complaint to obtain the full refund for the faucet, but given the time and inconvenience my father endured, also asking for some type of store credit to make up for that.

  Business Response

  Date: 11/26/2024

  Claim for Faucet was received today and I will contact the customer.   I have been authorized to settle the claim for the original purchase price of the faucet.  ($130.)

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22603766
  
  I am rejecting this response because I did not receive a number to call ***** back and given the inconvenience of having to travel back and forth and being misinformed, I think it would only be right to also receive store credit along with the full refund.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/03/2024

  Customer has been contacted and has been told we are able to provide him a Gift Card for the amount of the faucet $130 so he can purchase a replacement. He wanted a refund to his credit card and we are unable to do that as we do not have the capability to access Point of sale for the stores. The only offer we are able to make is for the $130 Gift Card. The warranty of the faucet doesn't include any type of compensation for lost time, install or inconvenience. We are happy to provide the gift card once the customer signs the resolution agreement as is our company policy. 

• Initial Complaint

  Date:11/18/2024

  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.

  I placed an online order for tile with delivery to the job location. The tile was delivered and my contractor started installing the tile. We received two pallets of tile. When he installed all of the first pallet he started on the second and quickly realized the tile dye lots were different and did not match at all. He contacted the store that the tile was delivered from and the person was shocked and said that delivering one order with two dye lots is against company policy, but that since the order was placed online, we would need to contact the ***** number for help. I called and was issued a claim number. I figured I'd call around to the two other stores within the area to see if they had the correct dye lot. They did not. I received an email from corp that they would try and find the dye lot. After over a week of my job just on hold, they could not find the same tile. My contractor and I make trips to the ******** location where they were no help whatsoever and finally the ****************** store and was treated very unprofessionally by the manager and finally wound up purchasing a box of the tile that they had on the floor to see if it could work. It was acceptable so the corporate person had the acceptable tile delivered to the job and the bad tile picked up. Basically we had to do the legwork to resolve the issue on our own or the job would never get completed. Murrieta CA Floor and Decor broke company policy and delivered mismatched dye lots to my job and is now refusing to give us a refund on the tile. The total bill for the tile is a little over $1000. It seems like a small price to pay to prevent poor reviews and complaints. On one hand they tell me that I have to deal with Corporate and on the other, the store is in control of issuing a refund. I am very disappointed and their mistake cost me 2.5 weeks of time and headache fighting with the stores. They did refund us for the bad dye lot tile that was picked up but that was only partial.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  Purchased vanity for our guest bathroom. After paying for professional installation, A few drops of water from the faucets being installed made marks on the countertop that would not remove. The finish on the countertop is defective. We contacted Floor & Decor and they had us submit their official complaint information. They came back saying that Man fact for recommended we apply sealer to the counter. Sure, OK, we did that and it made no difference. Since we've replied to the floor and decor that this did not help, we have had no response from them.We purchased at the same time an identical vanity for our master bathroom and there is nothing wrong with it.

  Business Response

  Date: 11/14/2024

  ***** *****, Floor and Decor

  Product Resolution Advocate

   

  The customer's claim was received and information gathered and referred to the manufacturer and our Merchandise Team for a warranty review.   The vendor suggested a sealer due to the customer complaint regarding water spots.  The customer was provided the vendor's suggestions.  The customer followed the instructions and replied and that response has been forwarded back to the manufacturer for a second review.  We are pending a response from the manufacturer and the Merchandise Team as to the warranty review results.  The customer was updated on the case regularly.

  Customer Answer

  Date: 11/14/2024

  Should we expect more than a refund?  They have credited our card for the purchase amount but we still have a vanity that would have to be removed and disposed of, and that would cost probably about $500.

  what are your thoughts please?

  thanks

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service 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.

  09-16/2024 transaccion date, I got the stone to be installed on my fireplace, after the installation the stones show black spots marks as they wet them to put the grout on. I went to the store to complain and they showed the same material still on the shelves with the same issue and still FOR SALE knowing is defective they dont care!I filed the complaint online and after 40 days they finally denied my claim with a unthruful story.THE STONE IS DEFECTIVE PERIOD. I am requesting your help to obtain my money back plus the expenses to replace the material and labor.

  Business Response

  Date: 11/07/2024

  Hello,

  We provided the customer with a 3rd party inspection. The inspection report stated, there were no manufacturing related concerns found. The customer was advised, if she disagreed, that the next steps would be for her to commission her own inspection. 

  Customer Answer

  Date: 11/11/2024

  Good afternoon,

  See 2 atttachments regarding the inspection we, the homeowners paid for.

  Even whent the stains test, doesnt show mold, the stones are clearly defective.

  Floor decor did a report with a floor inspections company, and I find disturbing the report saying it was caused by construction dust, he wasnt an expert on the issue.

  We installed the stones in the week inmediately afther we buyed it and the stains got clearer as I said when they put the grout and wet them.

  I am formally requesting the refund for the damege material they sold us. 

  Floor Decor should be adamant to fix the trouble they caused instead fighting against good customers!

  Business Response

  Date: 11/19/2024

  The homeowner provided a home inspection, not a material inspection. We commissioned and covered the cost of a certified independent material inspection. Which found no manufacturing defects. This case is now closed.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22521573
  
  I am rejecting this response because: the response is inaccurate. I DID SEND A MATERIAL INSPECCION NOT A HOME INSPECCION. I found insulting the lack of professionalism and weak response. Floor Decor took more than a week to respond with a non real answer. You misrepresented the fact.

  Im requesting the refund for the DEFECTIVE MATERIAL YOU SOLD ME.

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