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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 121 locations, listed below.

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    Customer Complaints Summary

    • 268 total complaints in the last 3 years.
    • 70 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:04/27/2024

      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.
      Transaction date: 08.28.23 Product: Luxury Vinyl Plank Flooring, "Nucore Performance," distributed by Floor and Decor.Quantity: 20 boxes at $71.30/box.Picked up at **************, store: 08.30.2023 Product came highly recommended by in-store salesman.Professionally installed floor in my living room.Click lock edges broke and chipped making installation difficult.Gaps in almost all the joins vertically.Consulted another professional, who indicated the planks were not precision cut and of different widths, which resulted in failure of planks to seal. That means that the floor could be in now way waterproof as advertised.I photographed problems as professional pointed out examples of the problem.I researched complaints on line, finding large numbers of angry customers complaining of the same problems, a fact I incorporated into my claim, the point being, I didn't have to prove anything because they already know the problems with their product.The problem halted my renovation of living space. In order to live in my house, I had to pull up the flooring. The same professional installed another maker's flooring (Flooret). The flooring was precision cut, had strong clip lock edges and sealed perfectly. It turned out beautifully.I saved the old flooring.I assembled a file with all relevant documents and submitted a claim to Floor and Decor.A representative called me whose only job, in my opinion, was to run interference. He reminded me the Floor and Decor claim process requires the floor stay in place for company inspection. I told him that was impossible, as I had to live in my house.I submitted the claim and Floor and Decor rejected it out of hand. My money and inconvenience meant nothing. They did not even offer to refund a portion.

    • Initial Complaint

      Date:04/23/2024

      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.
      The manager at *********************************** doesn't have any construction knowledge and he admitted to it in front of all the employees. How can floor and decor hire as a manager without any knowledge. Manager makes decisions based on how he feels. This got to be the worst store. Not coming back to ****** location

    • Initial Complaint

      Date:04/22/2024

      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.
      In October 2019, we purchased Ashford Soft Chestnut Wood Plank Tile from Floor and Dcor in ********. The tile was for our entire first floor of our residence. We hired our own contactor to complete the job (Domestic Interiors). The job was completed in late November, early December of 2022. There were no issues with the installation. In early 2023, I noticed that the color was coming off several of the tiles. It looked as if you took a pencil eraser and erased the wood grain. At first it was approximately 34 tiles, some of the tiles are not in high traffic areas. I went to Floor and Dcor and explained and showed pictures to one of the staff. He advised to try using porcelain paint. I purchased some from Amazon. Unfortunately, it did not work. As time went on, I noticed that more of the tiles were having the same issue. Currently I have noticed that the color is coming off in areas that have no traffic at all. Now there are approximately ******************************************** our upstairs bathrooms (different color) and no issues. In December, I contacted Floor and Dcor. January 10, 2024, an inspector subcontracted by Floor and Dcor came to the house. Their finding was abrasive wear and tear on a 40- to 50-year-old warranty. The tile has a P.E.I. rating of 4 and it states "has exceptional durability." It is perfect for high traffic areas. We did not agree with their findings and were advised we could hire an independent inspector, which we did for $350.00. We provided ***************************** with our inspectors reports (See report attached) (Claim #********) and they requested 4 tiles for further testing. These tiles were never installed on our floors and were extra. ***************************** stated these test tiles were within tolerance and they would compensate us with a $4,500 gift card to assist us with our new project. We obtained an estimate from our contractor to remove and install new tile. The estimated cost for the rip out and reinstall is $41,000.

    • Initial Complaint

      Date:04/14/2024

      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.
      Ordered flooring from Floor and decor. I have not received the flooring in almost a month. Have been given the run around for several days and still no restitution. The company took my money and still hasn't sent me the product even charging me for shipping. They are holding up my project and are doing nothing to resolve this issue.

    • Initial Complaint

      Date:04/11/2024

      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 wish to order flooring from Floor & Decor. They have a delivery charge, which is much higher than expected, but understandable. But they also have a nearly $600 fee to deliver to a store for me to pick it up. I cannot even choose the store closest to me because it is "not in stock" in that store. I have to drive many hours to pick up the flooring, and pay $600 for the privilege.This constitutes a bait and switch -- it is an added cost to the flooring with no added service or benefit to the consumer, which the consumer cannot escape.

    • Initial Complaint

      Date:04/04/2024

      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 have been redesigning my house over the last few years and have purchased tile and items for the redesign. I am finished with the redesign and have merchandise credit cards that I now longer need. The cards were given to me when I returned merchandise because I did not have the original credit I used for the purchases. Even though I had the receipts they would not do that. I have been attempting to get my money back over the last several months and have been given several excuses. Recently, I went on line to check the available credit available to me on each card ( I have three) only to be told they were no longer in the system. The total amount owed to me is over $1500.00 dollars and I simply can not afford to let them keep my money. I have made several attempts to contact customer service at the ********************** level with no response. I have contacted the store and the local customer service to no avail. I have been trying to get this issue resolved for months and no longer can continue to allow this company to ignore my issue with these merchandise credit cards. Please let me know what I can do to resolve and receive my money back? I am disabled and over 70 years old and would like to get my money back!

    • Initial Complaint

      Date:04/02/2024

      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.
      On March 7th, I had arranged with ***************************** at Floor and Decor to initially pick up 7 out of 14 boxes due to concerns about overloading my car, planning to collect the remaining 7 boxes at a later date. ****** confirmed that 3 boxes would be stored in the warehouse, and she ordered 4 additional boxes, making up the second half of my order. However, upon my return on 4/2/2024 to collect these, I was mistakenly provided with only 4 boxes. Despite explaining the situation and the arrangement with ******, the staff's response I received was less than satisfactory, leaving me feeling unjustly suspected of attempting to take extra merchandise without cause. Given the inconvenience caused by this oversight, I kindly request that Floor and Decor expedite the delivery of the missing boxes to my home or consider refunding my entire order if the missing items cannot be resolved.

    • Initial Complaint

      Date:03/28/2024

      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 filed a claim on my engineered hardwood flooring due to peeling and chipping of the finish. My claim was denied based on incorrect cleaning/maintenance. Here's what the inspection report stated word for word : "The concerns with the flooring are due to cleaning/maintenance related issues and locally caused issues. The installation and care guide from the floor and decor website states this product should be routinely cleaned with a Swiffer wet jet. The company stated that was incorrect. The inspection report also states that the damage was caused by dog nails and that is incorrect, there's a difference in dog nail scratches and scrapes versus finish peeling and chipping in awkward areas of the floor. My claim about my floors wasn't about scratches caused by my dogs or wear and tear. my complaint was solely on finish peeling and chipping. I have the same flooring upstairs and in many other areas of my home and those areas have no damage. My dogs walk and play on all floor surfaces. My other concern is that it seems as if the flooring inspector was working in the best entrance for the manufacturer vs being the middleman.

    • Initial Complaint

      Date:03/27/2024

      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 60 boxes of Nucore Vinyl Flooring. The top board of every box had a circle ring discoloration. Called to let them know and exchange them for non damaged pieces so i could finish the last bedroom and was told it was discontinued. They had me drive to the ******* location where there was plenty of stock left. ******* told me when i got there that it is actually recalled due to a failure in the curing process and they could not swap them out. Spent over $3500 and was not able to finish the house. 80% was completed. I was told i could bring everything back and get a refund but 80% of the house is completed and all the trim has been painted and reinstalled. Got hold of **************** and got a case number a couple weeks ago. Nobody has reached out to me and i have called numerous times getting bs excuses "nobody sent your case number off to anybody" Called Coprorate again today and was transfered to a rep so i can sit on hold for 45 minutes so the call could get dropped.I now have a recalled floor in my home with no resolutions

    • Initial Complaint

      Date:03/20/2024

      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.
      On March 9, ************************************ ********** ************** and purchased 700 ft of flooring. I also paid to have local delivery for March 12, 2024. I was told I would receive a call about 30 minutes before my order was going to be delivered but I never received the call. At around 1:30 PM that day I called the store and spoke to a lady who told me that my order was still there and they mustve just forgot it. That they are training new people. She took my name and number and told me she would have the manager call me. I never received a call so around 5 PM. I called back and spoke to a that was incredibly rude. He continued to rush me off the phone telling me that there was nothing he could do. I would have to call back and speak to ****** who was the manager over the delivery. When I asked him what to do about my flooring since I had someone sit at my home all day waiting on this delivery as well as a contractor lined up to install my flooring. He told me that i could always come pick it up I immediately informed him that that is absolutely ridiculous considering I paid a $252 fee to have it delivered to my house. He also took my name and number and told me he would have ****** call me first thing the next morning. She in fact did not call me the next morning so I called back. Spoke to a manager by the name of ***** who was extremely helpful and very apologetic about what had occurred. He told me that he would make it right and assured me I would in fact be getting back my $252 delivery fee since I did not get my delivery as guaranteed. He reaches out to me on Thursday to let me know that my delivery is scheduled for that morning and it will be delivered. I thanked him and then inquired about how to get the the fee refunded back on my credit card to which he tells me that he misspoke and will not return the fee. This is absolutely ridiculous and has been nothing but a nightmare. I dont want a gift card because I have no intention of returning

    Floor & Decor is NOT a BBB Accredited Business.

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