Floor And Decor
Reviews and Complaints
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 | Mesa, ArizonaTerrible 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 | Tulsa, OklahomaComplplaint 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
I need my W2 for this year. I never received them please send to me by email i only have until the 15th off April to file
Never received my w2.
I need it to file my 2023 taxes. please email my W2 last day to file is the 15th of April.
I've been trying to get my W2 from the office over three weeks. please send them asap
Thank you
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Verified Reviewer | Woodland Hills, CaliforniaComplete satisfaction
I have been working on my bathroom project for to many months. Floor and decor has been so very helpful. Special thanks to many associates at your woodland hills store.
Incredibly helpful are all at the pro desk.
Top of the list
George unbelievably helpful
Jason
Jack
I think not sure Gerald
The lady pro also forgot her name also terrific
Can't say enough about how satisfied I am with all your associates
Bottom line a well deserved Thank you is in order.
Jack G
User's recommendation: Ask questions ask Alot of questions I enjoy the results. I did and I am truly grateful for all the help I received.very satisfied.
They don't accept return
I have spent thousands in this store, varying from hardwood floors to underlayment, tiles, etc. for my home reno.
When I went to their store to return some extra tiles I didn't use. Despite being in perfect condition they are unable to accept it as "I purchased it as a box". Apparently this is store policy, yet they allow the sale of tiles per piece? Like what?
You can sell per piece but don't allow return per piece just because it was from a box? Make it make sense.
- Tons of choices in flooring and tiles
- Only buy the amount you need since they dont accept returns
Preferred solution: Full refund
User's recommendation: Avoid at all costs. Don't waste your time and money in this place
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Verified ReviewerRESTROOM
I would like to express how bad the restroom is at the Blanding store in Jacksonville, Fl. Someone has spread *** all over and NO ONE has cleaned it up!!! it smells very bad and how do they expect the employees to use the restroom! This is beyond acceptable.
Floor And Decor
8102 Blanding Blvd
Jacksonville, Fl. 32244
Preferred solution: a clean restroom
Horrible Customer Service at Pick Up
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.
User's recommendation: Stay Away
Poor Service At This Location
Poor Customer Service And 2 Times I Lost Customers Because Of Poor Customer Service And They Sell Materiel When You Come Pick It Up Its Not There
Preferred solution: Full refund
User's recommendation: Don’t Shoo At Captiol Hgts Store
Website sucks
Floor & Decor
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on 770-421-**** or 877-675-**** is a nightmare to order anything from them
User's recommendation: avoid
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Verified Reviewer | Farmingdale, New YorkI was misled by poorly informed staff and management concerning a store credit.
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.
- There are no pros when dealing with an untrained staff
- Ignorance of the store policies by the staff
Preferred solution: store credit as I was told 3 times by their staff, when I inquired before I loaded and unloaded these large, heavy boxes with my faulty hip!
User's recommendation: Shop elsewhere because the staff is not trained and uninformed.
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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.