Floor & Decor
Reviews and Complaints

This has been the worst experience I have ever had with a company in my entire life. There were problems every single step in this whole process from buying the item to getting the item and to the installation process. We ordered the door on Nov 22 by calling the store on 40th Ave in Denver CO. We were sent a link to pay for item which we did 11/23. I never received a receipt or confirmation that my order was placed. I called customer care to find out the status of my order and to get a receipt. They told me no order existed and that I had to order it again. So, we ordered it again on 11/24. We were given a phone number for an installation guy who we called to set that up and he wanted to wait until we received the door. Then we got a call that the door was being delivered 12/4 between 9-3. I took the day off from work to receive the door. I never came. I called again and found out that the door never shipped and was still sitting in the store. The store then agreed to have it delivered the next day on 12/5 between 6-8 am. We got the door and called the install guy. He was shocked that I was never told I had to book him online (NOT by callintg him) store never told me that. They just gave me his number. Them we get credit card statement showing that the original order on 11/22 was charged to my credit card and the 2nd order was already paid as well so we were charged twice. Called customer care again. They said door was already set for delivery and we would have to return it ourselves to receive a refund. I am 81 years old with a car. How the hell would I do that. Then she said she could stop it from shipping, and they had a team that would handle it. OK... Then today 12/11 the delivery guy called and said he was on his way with the door. I refused and called customer care again. This still isn't over and the door has been paid for twice. Each time I just getting [censored] excuses. I am so over this hell. I will NEVER EVER USE YOUR COMPANY AGAIN AND WILL BE PUTTIIN MY COMPLAINTS ONLINE.

The company refused to honor its AquaGuard Warranty. They required an independent inspector which is not a condition of the warranty. Their salesperson recommended a product that was not suitable for my application and then does not stand behind their product. My contractor, who does a lot of business with them said it was a terrible product and should not have been specified. Very poor customer service. With all the options to purchase flooring, don't do business with them. I am filing complaints with the Florida Attorney General and plan to file a small claims court lawsuit.

As soon as I walked into customer service, pick up doors. I was immediately greeted by Rick b, who look at me and said bye in pointed to the door. I then stated, are you serious? His response was buy 3 more times while point it at the door. I left the store but returned 5 minutes later to get his name Rick B. He said bye when i asked his name but i could see his name tag and i did not want to escalate the situation so i left for good without ever talking to anyone.

When I stumbled upon Floor & Decor's website, I was thrilled to see the range of products available for my home renovation project. In October 2020, I decided to purchase 50 boxes of their NuCore Luxury flooring, costing me $3,194. I had the flooring installed by professionals and was excited to see the outcome of the project. However, to my disappointment, by April, the flooring started to warp and break apart. The planks were cupping, and small and big pieces were falling off. The situation was dreadful as I had spent so much time and money on this project.

Trying to reach their customer service department was a tiresome task as my calls were never answered. My emails went unanswered, and it seemed like they had intentionally ignored me. Frustrated by their lack of response, I decided to contact the President, CEO, and Senior Level managers. It was then that I finally received a response.

When their inspector arrived, I was hopeful that my problem had finally been solved, but to my dismay, they denied any issue with their product. Frustrated, I could not believe that they refused to honor their warranty, which made me wonder how they were still in business. To my surprise, they continued to ignore my complaints even after multiple attempts of reaching out to them.

I cannot express how unhappy I am with the service provided by Floor & Decor. I regret making any purchases from them and would advise everyone to stay away from their stores. It is evident that their customer service is subpar, and they do not stand behind their product. In conclusion, Floor & Decor has been the worst company I have ever dealt with, and I would not recommend them to my worst enemy.

Floor and Decor, a flooring retailer located at flooranddecor.com, recently received a negative review from a customer who had a poor experience shopping at one of their stores. The reviewer claims that they were sold a faulty product called Nucord and that the staff at the store was uninformed about proper flooring installation practices.

According to the reviewer, the staff member they worked with, Michell, insulted their installation team, despite their 30 years of experience in the industry. The reviewer even claims that another employee at a different Floor and Decor location gave them contradictory information and advised them to seek a full refund.

The reviewer alleges that they have been dealing with Timothy and have provided him with all of the necessary information in the hopes of getting a resolution to their issue. They claim that Floor and Decor's customer care department has offered them a $500 refund, which they believe is insufficient considering the damage that has occurred due to the faulty product and poor installation advice from the staff.

The reviewer concludes by stating that they believe Floor and Decor misled them about the proper installation practices for Nucord and that the retailer prioritizes profits over customer satisfaction. They also claim that Floor and Decor has been unresponsive and unhelpful in addressing their concerns.

Overall, it appears that this customer had a frustrating and unsatisfactory experience with Floor and Decor. While it is unclear from this review whether their experience is representative of the retailer as a whole, it is certainly cause for concern for those considering doing business with the company.

When it comes to ordering from Floor & Decor, be prepared for a bit of a challenge. The website could use some updating to make the process smoother. The cost of $4000 for flooring is already steep, but paying an additional $880 for shipping is outrageous. To make matters worse, the product arrived dried out and brittle. Communicating with the "WEB DAMAGE" team was difficult as they seem to lack any sense of urgency or desire to provide prompt, courteous service.

After waiting three to four days for a response, I found myself on hold for an average of 38 minutes whenever I called or had to deal with customer service. One employee even promised to call me back, but never made good on that promise. It took a total of four days to finally decide to reshoot the damaged products. Such a delay caused frustrating setbacks in my other scheduled projects with sub contractors.

This being my first and last transaction with the company simply because of how terrible the overall experience was. Despite the quality of their products, I'm willing to pay more elsewhere to ensure that I receive proper after-sale service.

In the end, it all boils down to the leadership of the company. Poor leadership is reflected in every employee's negative attitude I've had to deal with from this company. It's a shame because they have such excellent products. It's imperative for their CEO to address these massive problems before it's too late. When you receive damaged products, and they are not even concerned about it, it can be quite frustrating.

As a customer, my experience with Floor & Decor was greatly disappointing. After making the long trek to the Nashua store, my wife and I were hoping to find the perfect tile for our home renovation project. However, although we were provided with some initial assistance by a designer, she quickly abandoned us to attend to another customer, leaving us to wander aimlessly through the store.

Unfortunately, the lack of attention and care towards our needs didn't end there. After eventually settling on a tile option, we searched high and low for someone to help us with our purchase. It wasn't until I sought out an employee in a completely different section of the store that we were able to gain any assistance at all. Even then, the employee was only able to inform us that the required amount of boxes were not available in the store, leaving us with the choice to drive to other locations or figure out a home delivery option - which wasn't easy to understand.

What added salt to the wound was the fact that two employees were sitting and chatting on boxes for the majority of the time we spent in the store, making no effort to help any customers in need. Even after two hours of wandering about and trying to get help, we were still left feeling lost and frustrated.

Instead of wasting any more time, we eventually gave up our search and left the store without any purchases. It was a shame because we had really hoped to support a local business and find what we needed. However, the experience we received was far from satisfactory, and we ended up finding better prices and customer service elsewhere - specifically at Lowe's.

Overall, Floor & Decor should greatly improve their customer service experience if they want to continue earning business from potential customers in the area. It's unfortunate that our experience was so unpleasant, and we hope that this review can help them better understand the importance of providing proper care and attention to those hoping to invest in their business.

I had a terrible experience with Floor & Decor's website (flooranddecor.com). I found it extremely difficult to access my account and had to reset my password several times, but they never sent me the link to do so. To make matters worse, they didn't even send me my paper statement on time. When I went to the store to pay, I was told that everything had to be done online, which was frustrating.

Unfortunately, my troubles didn't end there. I eventually incurred a late fee due to their website's issues, but when they cancelled the fee for being their mistake, they refused to cancel the new fee, claiming that I should have been able to pay online. It was infuriating to speak with their customer service assistant on the phone, who simply blamed the delay on the mail.

I think that if they want to have an efficient online payment system, they should have a simple login option for credit card payments and another for orders. Instead, the current system is incredibly confusing: one must follow at least six steps and then be redirected to another website to complete the payment.

Overall, I had an extremely disappointing experience with Floor & Decor's customer service and their unfriendly website. I would not recommend using their credit system, as it was an incredibly bad experience.

My recent experience with Floor & Decor has been nothing short of subpar, to say the least. From exorbitant pricing to poor customer service, my excursion has been nothing but disappointing. When trying to contact someone on the phone, I found myself waiting for what felt like eternity only to be met with an individual who appeared to be lax in their approach to assisting me. Even when asking about product availability, I found that the wait-time was far from reasonable.

To make matters worse, when I placed an order online, it seemed like it was taking forever to be processed. After two weeks, I decided to go to the physical store to have a look. To my shock and dismay, they didn't even seem to be aware that I had placed an order - and the check-in woman stated that it would take a staggering 45 minutes for them to arrange my order.

As I roamed around the store, the woman went to tirelessly search up my order. When she eventually got it, she miscounted the number of products and left me a full case short. It seemed that I was the one who had to point out the mistake before she could come to terms with it. When she went to the shelves for the second time, she again made a miscalculation of the partial case she had retrieved, leading to another cycle of the same. Despite my frustration, she even misquoted the number of goods ordered in the ledger, leaving me no choice but to seek help from another cashier who had to split the transaction into three, just to fix the problem.

My experience was extremely disappointing, and I could not overlook the unprofessional conduct, disorganization, and lack of courtesy. For potential customers, I would advise considering other options rather than wasting money, effort, and time on an unfulfilling experience.

I recently purchased 233 boxes of vinyl plank flooring from Floor & Decor's website (flooranddecor.com) for around 4500 square feet of coverage, costs me about $7,133 on August 24, 2021. Unfortunately, I had to return 25 boxes that I didn't use only a month later, on September 21, 2021. This was still within the 90-day returning policy, but to my surprise, the staff refused to honor the policy and refused to take back the 25 boxes I wanted to return. The store manager, Dan, and another lady staff member argued that the product was on sale at the time of purchase, and that the boxes were non-returnable, as was written on the item's sign. I couldn't find any such sign anywhere, and I even showed them a picture of the item description that I took when I had first purchased the boxes. It was very frustrating, especially since Cashier Ryan had told me during the purchase that I could return the product within 30 days (given that I was purchasing such a large amount).
To be fair, I did get a customer service number to call in case I had any issues with the flooring once I had received it, but I could never reach anyone when I called from the store.
I cannot recommend purchasing from Floor & Decor, especially at their Reynoldsburg, OH location, and especially not for large purchases. It's important to do your research and fully understand the company's return and refund policy before making a purchase. I, myself, will be looking elsewhere for the rest of the flooring I need for my basement tiles.

After reading numerous alarming reviews, I should have heeded the warning signs and steered clear of Floor & Decor. Unfortunately, my experience with them has been beyond disappointing. I purchased Luxury Vinyl Plank from their Everett, Washington location, and have been dealing with the aftermath for the past couple of months. To start with, we enlisted the help of an experienced installer, who almost immediately voiced his unease with the product. We both agreed that something wasn't quite right - the floor was unnervingly popping, creaking and cracking with each step, causing concern and frustration for all involved.

Despite our attempts to communicate our woes to Floor & Decor and elicit their assistance, we were met with negligible support. Their approach was to hire a carpet cleaner with no expertise in flooring to take pictures and review a floor he knew nothing about. They used his findings as validation to dismiss our concerns and entitlement to a replacement floor. Instead, they simply quoted an “installation error” as the reason for our issues, without offering any explanation on the matter. From our thorough research and evidence gathered, we strongly believe it is the product and their required underlayment that is causing the problem.

Ultimately, we are now out of pocket by $1800, plus the cost of installation, all for a faulty product and subpar customer service. I implore you to think twice about using Floor & Decor for your flooring needs. Their warranty is completely worthless, and they will continue to deny and disregard any evidence presented. Initially, the lure of good prices is enticing, but in the long run, it’s simply not worth it - opting for a more reputable, customer-focused company would be a wiser choice.

The recent experience I had with Floor and Decor was seriously disappointing. It appears to be one of those big corporations that scam their customers by overselling low-cost products and failing to fulfill the orders accurately. Their business model seems to revolve around Chinese products, and I wonder about the ownership of this company. You can see the lack of honesty and integrity in their attitude towards their customers, and it's incredibly risky to do business with them.

In my personal experience, I ordered some products from their website and have only to say that the whole process was a circus. As it turns out, Floor and Decor seems to be related to Home Depot, which could be a red flag for many potential clients. My order was shipped on the 21st of October, 2021, according to their confirmation email, but the carrier they used, RL Carriers, claimed that they had no information from Floor and Decor about the shipment.

Their customer service, if you do eventually manage to get through to them after waiting on hold for days, is utterly clueless. They seem to be trained to pass customers off or leave them in limbo with their problem unsolved. All these factors make it clear why this is a bottom-wrong outfit that shows no signs of striving to improve or deliver better customer service.

Honestly, it's quite disturbing how they are stinking up the market place and taking advantage of people's trust. It's crucial that we all support honest and reputable businesses that provide excellent service and prioritize their customers. Until Floor and Decor changes its despicable ways, I advise everyone to steer clear of this garbage dump masquerading as a legitimate business.

My recent experience with Floor & Decor has been absolutely frustrating and I am beyond disappointed. I recently purchased a tile saw from their website and they shipped it out the next day via FedEx. However, to my dismay, the shipment was lost by FedEx. After calling Floor & Decor to inquire about the whereabouts of my purchase, I spoke with a woman in their Everett "Command Center" who verified that the shipment was lost and promised to have another tile saw shipped out to me immediately via another carrier. She even promised to follow up with the tracking information the following day.

Unfortunately, that never happened. When I contacted Floor & Decor the next day, I was informed that nothing had been done. I spoke with the same woman who assured me that she could ship out another tile saw but would have to use FedEx again. She failed to issue an apology for not fulfilling her previous promise and failed to follow up with me as she claimed she would do.

As a result, I feel incredibly outraged and frustrated. I purchased the tile saw for a specific job on a cabin I am currently working on and it has now been two weeks since my initial purchase and I still have yet to receive what I paid for. I expressed my disappointment to the woman from the Command Center and asked for a refund, stating that I would be seeking out another vendor instead.

In conclusion, my experience with Floor & Decor has been an utter disappointment. The lack of follow-through and poor customer service has left me feeling more stressed than ever before. I would not recommend this vendor to anyone in the future.