
Floor And Decor
Reviews and Complaints
Need w-2
I needed customer for a question, phone gave only a few options thats it, there were no other way to get a your answer.
Lia McCarty is the best employee you have. She spent so much time with me and really helped me find exactly what I want. She was patient and listened to my needs and would definitely work with agai
Lia did not make me feel rushed and was so patient. She really is an asset to your company. I didn't think I could match my current tile and she worked with me until I was satisfied.
User's recommendation: Ask for Lia
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Verified ReviewerCrap Wages
These cheap *** could pay their warehouse workers more.
Wayfair would pay $17 base pay, and up to $20 for second shift.
At Floor and Decor? $16 flat. They don't care. And, the supervisors do NOTHING, but make it seem like they do a lot.
I think this company sucks.
Hope Floor and Decor goes out of business, real soon.
- Sucks
Preferred solution: Apology
User's recommendation: Don't.
Designer
Ste had a great designer at this location until Dawn Casazza took my designer's chair and almost deleted everything that we worked on for an hour. Then she got on a speaker call, very loud, and started talking over my designer and me.
I think she was actually drunk at work. I asked her politely if she could take the call off the speakerphone because I could not hear my designer. I didn't want to make any mistakes on my large tile order. She completely ignored me.
I asked again, she ignored me. I asked three more times, louder each time, then she went off, screaming at me like she was drunk. She said, 'I know men like you! You can't tell me what to do,' and started playing the victim.
I said I do not have time for this, I am the customer. She just kept going on and on like an insane person. I asked the manager to check the video tapes and he had zero ideas about what to do. He was of no help at all.
This is not acceptable at all. Karens can't scream at people then run and say they are the victim. This has to stop. If you see Dawn Casazza at this store, go to another location ASAP.
I almost called the Lombard police department. Someone needs to check the video tapes ASAP.
This was at 6:10 pm last evening. I am now worried she is going to damage or sabotage our order for our customer.
- Selection
- Zero manger help
Preferred solution: Apology

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Verified Reviewer |They do not back the product they sell.
Purchased Hampstead Water-Resistant Laminate and had it professionally installed. It started bucking after two weeks and, after multiple attempts to correct the issue, I decided to remove it and replace it with laminate purchased at Home Depot.
The same installer installed the new flooring with no issues.
Keep in mind, Floor & Decor blamed the installer for the buckling. Go to BBB and review their reviews before becoming a customer.
User's recommendation: Stay away from Floor & Decor
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Verified ReviewerExtremely rude and unprofessional
They way over-ordered tile and mortar for a very small house. Outside of the 90-day return window, two managers and a store employee said that they would give me a refund to my credit card and not store credit.
I even went in to schedule the pick-up of the extra tile and reiterated again that it would be a refund on a credit card. They picked up the tile and then refused to credit the credit card, instead giving store credit. The manager was extremely rude.
They do not stand by their word and you cannot trust anything they tell you, as three people lied to me multiple times on the phone and in the store. Never again.
Preferred solution: Full refund
User's recommendation: Do not shop there

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Verified Reviewer |Poor management and small compensation for gas and time
We first went to a Floor and Decor in La Quinta. There was an inaccurate count of the number of boxes available so we traveled 1 hour to the Moreno Valley branch of this chain.
The manager at the La Quinta store had called to guarantee that an accurate number of inventory was available. We drove 1 hour to the Moreno Valley store where someone had put the wrong color in the wrong cubicle. 4 hours later we are still waiting for our tile. The first boxes loaded up on the truck was the wrong color.
We have been forced to take 2 different dye lots and still dont have the tile loaded in the truck. The manager gave us $118 off which barely covers the gas we have spent.
We started this morning at 10:30am. It is now 5:30pm.
User's recommendation: Double check inventory numbers posted on website and call before traveling to another Floor & Decor
Very poor service
My husband and I went in to Floor & Decor today, we brought along a tile that we purchased from Lowe's, to see if Floor & Decor had more in stock than Lowes did..?
Opal, a cashier looked at us when we wzlked in and said " Where'd you get that tile"?
I replied "Lowe's."
She said "This aint Lowes!"
Wow!
No wonder the reviews are so bad.
User's recommendation: Hold your breath before you go in...
Clarity
Please keep in mind that MANY of these people are telling half of a story. They routinely ask for services outside agreed processes.
If a store clearly tells you the policy, it's for you to know and understand. So you do not ask for refunds OUTSIDE the policy dates. Then expect to still get your way.
That's unacceptable. Go Floor and Decor.
User's recommendation: You'll find no better prices than us!
I redid my bathroom it took me months the whole time the associates everyone was extremely helpful. This is the place to go for your floor tile and ask questions because they will help. Thank you
Everything was great
Everything was great
Everything was great
Everything was great
Everything was great
User's recommendation: Ask questions
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Verified Reviewer |Terrible customer service
We purchased over$5000 of NuCore flooring from F&D (Hampton Rd, Mesa AZ) on the advice of our experienced contractor and the flooring specialist, Ray Johnson. The flooring was laid by an experienced installer.
It cupped, separated and snapped after 2 weeks. We contacted customer service, the assistant mgr, the Product Resolution mgr who sent out a floor inspector and finally after 3 attempts, the store mgr, Mr Weber (who was very rude on the phone.) They all put us off to someone else and said as long as the flooring did not have a moisture barrier it was not their problem. A moisture barrier was not advertised or suggested at the store.until, we understand AFTER our problem and that of other DIY .
Fortunately our contractor and installer (who have spent many thousands of dollars at F & D) had more integrity and excellent customer service and replaced the flooring at their cost after months of
talking to F& D personnel. They and we will not patronize any Floor and Decor again nor will we recommend the store or the products to anyone!
- Convenient location
- Good product selection
- Terrible customer relations
Preferred solution: Apology and $ adjustment for contractors
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Verified ReviewerAbsolutely Terrible Customer Service
Let me explain my situation...
We are opening up a retro diner and we needed black and white checkered tiles, we are located in the far east valley. We went to your Surprise site and showed them the checkered pattern we were trying to accomplish.
They loaded up one pallet of white and one pallet of black tile on the trailer. Our installer shows up to lay the tile and the tiles are different sizes. We call the Mesa location because the Surprise location will not answer the phone. The manager explained to us that there could be a issue if the tiles are not the same caliber and that the Surprise location should have let us know that.
He then tries to locate black and white tile of the same caliber and speaks with a manager from the El Paso, TX store who confirms they have the matching caliber tile we needed. We drove 7 hours one way to find they do not even have the matching caliber. They did not even know there was a difference or where the caliber was located on the box. We have wasted money and time and still do not have any tile.
I am furious that this can happen multiple times and how the employees are not aware of caliber sizes. There should have been some sort of photo confirmation that the tile in Texas was the same caliber before sending me there.
Preferred solution: Apology
User's recommendation: Beware

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Verified ReviewerReturn Policy
Buyer Beware! New policy at F&D is you can only return unopened full boxes of tile.
If you are getting close to the end of your job you will have to stop, count the exact number of tiles needed, return your last full box and purchase individual tiles. I would go somewhere else.
- Return policy
Preferred solution: Full refund
User's recommendation: Go somewhere else
Poor quality LVP
We had LVP installed and it is coming apart at seams all over the floor after 2 months. Even in areas where its not walked on its coming apart.
F&D responded but said we had to pay for a flooring inspector to do a report. Unless the inspector will says it's a manufacturing issue F&D won't do anything.
The inspector will never say the flooring is the problem or they will lose their certificates sponsered by the flooring industry.Their flooring is Junk. Don't buy it.
- Lvp flooring and customer no service
Preferred solution: Full refund
User's recommendation: Don't buy from Floor and Decor.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |Complplaint About The New Store In Capital Hgts Md
Twice Ive Taken Customers To The Store And They Purchased Materials Once They Sold The Same Tile Too 7 Customers The Customer Was Mad And Said They Never Wanted To Come Back To Floor And Decor Second Customer Paid For 8 Boxes Of Hardwood Floor And When I Went To Pick It Up They Only Had 6 Boxes The Employees Were Laughing And Joking 2 Gay Employees Were Talking About Sucking On *** The Employees At This Store Have No Customer Service Whatsoever And I Will Never Shop At This Location Again You Should Never Have Employees At This Location That Doesnt Have Customers At Their Best Interest Rate This Store 0 Cause Ive Had 2 Bad Experiences With This Location Alexandria Location Never Had A Problem You Need To Rehire Every Employee At This Location Because Its Just A Good Time For Them No Customer Service Experience At All
- Good prices
- Poor customer service
Preferred solution: The Employees At This Location Removed And Replaced By New Employees Who Attitude Is About Customers Service Seriously It’s A Joke At This Location
User's recommendation: Never Shop At This Location
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which exact nucore did you get?
It sounds like the installer wasn’t so experienced after all.
Nope NuCore floor sucks. Look at the horrible reviews on it as well as Floor&Decor getting an F rating on BBB.