Floor And Decor
Reviews and Complaints

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!

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.

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

The sales people at Floor & Decor Miami Gardens were excellent. However, the warehouse and delivery apparatus was awful. There was a very nice gentleman who tried to help but it was out of his hands. They were cleaning the warehouse. I waited for over 30 minutes for oe item to come out. When I asked to speak to a manager, or supervisor, there were none. I then spoke to a lady at the front desk who tried to help. Nobody coud answer ONE QUESTION: How much longer do I need to wait. There were ZERO customers ahead of me. I had received thorough explanation about their activity in warehouse, none of which had to do with delivery. All I wanted was a time frame about when the item woud come out of the back room. I had called at 9:26AM to notify that I would be coming. At this point, it was 1:30PM. The employee who wanted to explain again what the issue was did not even try to offer an estimate. Apparently, she had family people or friends at the store who then proceeded to scream and yell at me in the parking lot called me a *** and harrassed me. There were no management people on sight and the lift operator was almost a co-conspirator. Meanwhile, I never raised my voice at anyone simply wanted to know how much longer would it take. What I find the most interesting is that there were exactly 3 customers total at the store and I was one of them.

I will never shop at this store again because of poor (or non existent) management and obviously a bad experience with the people in the warehouse. Not to mention, you should never bring your family to work to then insult one of your customers.

It's a very sad commentary on how serious people do or do not take their work.

Kudos to Angie the Sales Rep at Miami Gardens who did make my experience good when shopping for a small bathroom reno.

Shame on Floor & Decor for not establishing a better delivery /warehouse department. It's so simple. You've lost a brand loyal customer. I'm sure you do not care either.

On Nov. 5, 2022 I purchased more than 60 boxes of Natural Hickory, Model # FDHI3NV, sku # 10098****..

I called the Farmingdale NY location and explain that I would like to get a store credit for 9 unopened boxes if possible. I told the uninformed, useless representative that it more than 3 months old as I gave him the sku number. I was told that it is an active sku and that I can return the large, heavy boxes. I did not want to load them and then have an issue at the store, so I called back and restated the facts and added that I did not have the receipt, but I could search for it before I load the boxes and make the return.

I was told not to worry, they can look it up at the store. When I arrived at the store, I unloaded 1 box only, brought it to the cashier to confirm the return will be honored. I told the person I had nine boxes, but I did not want to unload them all until I was told assured the store credit. I was told to bring the other boxes in because the receipt from Nov is in the system, and it will be no problem.

I unloaded the other boxes and brought them in as I was asked to. I had the credit card which I used for the initial purchases ready if they needed it. After a few minutes the cashier told me that the return was not possible and I would have to submit a TRE (the retail equation) and wait for a response within 3-4 weeks.

I had to reload the boxes into my truck due to the ignorance and lack of training for the 3 representatives that wasted hours of my day. The staff knew it was not a recent purchase and failed to warn me of the possible denial for a return or store credit.