sadye g

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Verified Reviewer
| map-marker Ukhimath, Uttarakhand

Problem with return

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Hello. I purchased three extra boxes for a project and asked the store personnel if they were returnable after job completion.

I was told yes, as long as the boxes were unopened. I hired a professional contractor who put me on his list for my project and just completed the job. I took the extra boxes and was informed that it was past the date I could return, even though the boxes were unopened and still in stock. The store continues to sell the exact stone I purchased but denied my money back, ignoring the fact that I had asked if I could return it.

I purchased extra in case something went wrong, and that gave me peace of mind that I wouldn't have to go back to the store to purchase more. Jeremy was the manager and was quite kind, but told me I would have to speak to someone else about this issue. I have been shopping at Floor and Decor for years and never had this issue.

The woman who was checking out (Sam) was incredibly rude and dismissive. I am quite disturbed by the entire ordeal and would still want my money back for items they continue to sell.

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Loss:
$175
Pros:
  • Good selection
Cons:
  • Employee misinformed me about the return potential
  • Poor customer service

Preferred solution: the unopened return boxes should be reimbursed, not a gift card i do not need nor will use

User's recommendation: be wary of return date regardless of what an employee tells you

3 comments
Guest

Lesson learned. You knew very well the return policy was 90 days.

The employee answered yes, in regards to your product not being an exception. Now, months later you are reframing it as “job completion.” Stop with your noise.

Guest
reply icon Replying to comment of Guest-2652422

wow, you are quite the all knowing. so in other words, dont listen to what the store tells you?

Perhaps stop your judgemental attitude and imagine if the employee told you the policy.......just disregard it? not nice.

Guest
reply icon Replying to comment of Guest-2652531

No. Just saying be an educated consumer.

The correct question to ask is “I see you have a 90 day return policy.

Is there anything about this flooring that excludes a return in that time frame?” Do your research and ask the right question. Don’t, and it costs money.

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Angela K Avi

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Verified Reviewer

Wrong tile display

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Floor And Decor - Wrong tile display

I wanted to buy the tile they had shown on the floor display. It was brown/beige New York Soho brick tile.

So, I moved the display and loaded up 21 boxes. I got home and unloaded. My contractor started to put the tile up yesterday and is almost halfway finished. All the tile is gray!

Not a dye lot issue like the customer service chat guy suggested, this is a completely different tile/SKU! He said I would have to bring everything back to the store for a resolution. I don't think so! Wasting my time, gas, and hurting my back to bring this crap back doesn't work for me and the job is half done, so I'm stuck with it.

Totally false advertising and they aren't taking responsibility. Waste of money and I'm pissed. A partial refund at least would have been nice, but by all the reviews I've read, this is common and customer satisfaction doesn't matter. I was going to buy my flooring there but I'd be an idiot to give them business.

Get your stuff together! Total robbery!

View full review
Loss:
$650
Pros:
  • Selection
  • Price
Cons:
  • Not treating customers fairly
  • Customer service accepting responsibility

Preferred solution: Full refund

User's recommendation: *** no

Anonymous

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
| map-marker Baton Rouge, Louisiana

Only buy what you can walk into the store and buy, do not order online

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Contains 1 confidential file for company representatives

If you cannot walk into the store, buy it and take it with you, do not go online and buy from their website. I was warned by another customer and did it anyway and regretted it very quickly, as I am having the same problems.

The Order Status under the customer account on the website does not show any orders that I have placed, I am unable to check status of my three orders using the website, as it tells me the order number does not exist. I ordered trim that ultimately was being dispatched directly from the manufacturer, when I placed the order, it said I would receive it in 35 to 42 days! Yet, my actual flooring will be here this week...I cannot start the project without the U-channel pieces for the trim in place first! I sent a message to Customer Service via the contact form on their website since it was after hours and requested cancellation of the 4 pieces of trim.

When I sent the message it said I would receive a reply within 48 hours. 48 hours came and went, so at 7:27AM yesterday morning I called Customer Service by phone and requested cancellation and provided the "case number" from the previous request, and told her that 35-42 days wait for the trim is not acceptable. The lady told me she would send the request to the manufacture to cancel the orders (one for 2 types of trim that F & D had split into 2 orders), and I would receive a phone call from the manufacturer the same day confirming. I never received a call from the manufacturer at all.

Later in the day I was notified by FedEx that the orders had shipped and were on the way! At 7AM this morning, I received an email from Floor and Decor letting me know the two trim orders (actually one order that Floor and Decor split into two orders) had been cancelled and that my credit card was being refunded. However, when I check the FedEx tracking the two shipments were STILL on their way here! The manufacturer did not bother to Recall the two shipments they dispatched back from FedEx!

So, I felt forced to contact FedEx myself to request refusal of the shipments so I could have them both turned around and sent back to the manufacturer from where every they are in the shipping stream. What mess!

I wish I had listened to the lady who had warned me the same day right before I placed the order, because she was sooooo right! Buyers Beware!

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User's recommendation: This store has gorgeous materials. Only buy from them if you can find it in the store and walk out with it the same day. Do not do online ordering or have something shipped from another store, it will not be a good experience for the customer.

azullman U

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Verified Buyer
|

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Verified Reviewer
| map-marker Newmarket, Ontario

Extremely difficult to deal with

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Contains 1 confidential file for company representatives

Extremely difficult to deal with. I purchased tile, but then there was a delay in the project.

I was hounded over when I would arrange for pickup of the tile and barraged with erroneous emails about the status of my purchase. In the end, the tile was 'restocked' - they took my purchased tile away just as my tile guy was able to pick it up, causing a further project delay and costing me additional money.

To add to the mess, they refused to return my money, claiming over $1400 as a 'storage fee'. We ordered tile from Arizona Tile, and you should consider doing so.

View full review
Loss:
$1549
Cons:
  • Poor service
  • Arrogant people

Preferred solution: Full refund

Tim S Uba

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Verified Reviewer
| map-marker Dallas, Texas

Discimmination

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Floor And Decor - Discimmination
Floor And Decor - Discimmination - Image 2
Floor And Decor - Discimmination - Image 3

Ive done hundreds of thousands dollars worth of business with floor and decor. I was absolutely shocked with the treatment I received at the Dallas location.

Since Im an elderly individual, they felt compelled to bully me with their internal policies, when all I was trying to do it pick up an order that was already paid for. They told me that they would load 3 pallets, but only loaded two pallets. They signed off my ticket, not me and told me that I got everything. When I asked for a manager to bring me the ticket and go over what was loaded, they sent out a loader with an attitude who showed me a false signature for the materials and didnt want to go over the materials loaded.

I had no choice but to leave with what was loaded and would verify the material when we unloaded.

After leaving, I drove approximately 5 miles and found that they didnt securely secure the tile to the pallet (pictures attached) and we lost some of the tile and Ill probably be hearing from the car that it hit soon. It is sad when an awesome company that finally makes bit, stops listing to the people that got them their success.

View full review
Pros:
  • Selection
Cons:
  • Bad employees

Preferred solution: An apology, reassurance that things will change for the better and compensation for lost material.

User's recommendation: Go to the TILESHOP

Abby J Kkz

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Verified Reviewer

Illegal entry in my home by an associate

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On Monday, January 27, 2025, this manager, Ashley with ann associate, entered my private residence without my knowledge or consent while a contractor was working. She proceeded to walk through my home, claiming she was looking for tile that had been delivered.

No one gave her permission or the right to enter my home and invade my privacy by WALKING THROUGH MY ENTIRE HOME ROOM BY ROOM!!!

This unauthorized entry is a serious violation of my privacy and property rights.

At no point did I give permission for any Floor & Decor representative to enter my home without my knowledge nor was I made aware that such an action would take place without my consent!!! Her conduct has caused me significant distress, and I find it completely unacceptable for an employee of your company to behave in this manner.

View full review
Loss:
$4200
Pros:
  • Ginna
Cons:
  • Lack of customer service and organization
  • Excuses given for a defective product

Preferred solution: A

Anonymous

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
| map-marker Houston, Texas

The product did not work

Floor And Decor - The product did not work
Contains 1 confidential file for company representatives

I made a purchase of a cutter title. I didn't like how it worked, and I tried to replace /return it and I was told that I wasn't allowed to do either.

For the most part all stores are either able to return or replace items you bought from them. I even spoke with the manager and he even told me he couldnt do anything about it since it was already used. How am I suppose to test an item to see if it worked? It broke the tile that I was trying to cut and I simply wanted what I paid for.

If the item didnt work why would I simply keep it?

Doesnt make sense for me to keep a broken product or even a product that I was unsatisfied with. I was disappointed on how this was handle - especially with being a guest and making a purchase assuming that it was going to work.

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User's recommendation: They should let guest know about final purchases or at least offer some type of compensation; whether it’s replacing an item bought or simply being able to return an item.

Jon J Ctg

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Verified Reviewer
| map-marker Caravaca De La Cruz, Region Of Murcia

I have been a consistent customer here for years. Today we purchased additional tile which we bought about 1 1/2 years ago. They appear to have raised prices by 50%. That is price gouging!.

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To continue, I recommend price shopping at multiple stores from now on. If we don't, Floor and Decor will simply raise prices for more profit because they can, not because it's justified.

View full review
Cons:
  • Price gouging
Anonymous
map-marker Washington, District Of Columbia

The service and the employees all wonderful

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I been a customer of theirs since 2010 out of Dallas Texas I remodel my whole house in Dallas using floor & decor products. I have remodeling company that I only use floor & Decor for all my flooring.

This message for my man if you dont want to be running all around town to different store with your wife.

Trust me go here and I promise she be happy. P.S just be prepare to be there for 3hours because she wont be able to make up her mind because she going to have OPTIONS LOLLOL good luck

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User's recommendation: I promise if you go there you won’t shop no where else

DTruji

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Verified Reviewer
| map-marker Tunis, Tunis

Complaint

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Floor And Decor - Complaint

They are not reliable! Not good customer service.

They don't care for the customers. I filed a complaint and they refused to refund me.

View full review
Loss:
$1500
Cons:
  • Defective products

Preferred solution: Full refund

User's recommendation: DON'T BUY ANYTHING WITH THIS COMPANY!

Anonymous
map-marker Virginia Beach, Virginia

To commend a person who helpe d me at Floor and Decor, Virginia Beach, VA

Just want to give a very favorable review for a young fellow, Quan at Floor and Decor in Virginia Beach He assisted me for probably 45 minutes and was extremely patient with my requests. I would have been there twice as long if I had to do it myself. He even stood by while I phoned my contractor to be sure this was what we wanted.

Big Shout out for Quan.

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User's recommendation: Get Quan to help you.

Mike G Xfa

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Verified Reviewer
| map-marker Rockport, Texas

Floor And Decor does not stand behind the product they sell.

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Laminate floor defect that Floor and Decor would not address. Had to remove 2000 sqft of new flooring and replace it with laminate purchased at Home Depot.

The installer was the same for both.

The only difference was the laminate floor, which common sense would tell me it is a flooring issue. Floor and Decor told me it was an installer issue.

View full review
Loss:
$7

Preferred solution: Full refund

User's recommendation: Dont buy anything from Floor And Decor

JOHN M Oib

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Verified Reviewer

Laminate flooring quality

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Floor And Decor - Laminate flooring quality
Floor And Decor - Laminate flooring quality - Image 2
Floor And Decor - Laminate flooring quality - Image 3
Floor And Decor - Laminate flooring quality - Image 4

I am writing to address a concerning issue regarding my recent purchase of laminate flooring at a local Floor and Decor store. Approximately 6 months ago, I invested in what was described to me by one store staff member as high-quality and durable flooring for my home improvement project. However, shortly after installation, the floor began to crack and chip, despite following all recommended guidelines for maintenance.

After escalating the issue to the local store manager, Orlando, it was escalated to the corporate office. They sent an inspector who determined that the damage was attributed to poor installation and moving furniture. I find this unacceptable considering that we do not frequently move furniture and only four people live in my home, especially given the assurance of durability provided at the time of purchase. Additionally, I was alarmed to discover that the display flooring in the store exhibited the same issues as my own (see pictures), suggesting a widespread quality concern that has possibly impacted other customers.

As a result, I have been forced to incur additional expenses to remove and replace the faulty flooring, leading me to seek financial assistance from my bank. I am disappointed with the handling of this situation and believe that the company should take responsibility for selling substandard products to customers.

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Preferred solution: Full refund

Tocarra Zdn

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
| map-marker Parkville, Maryland

Indented floors

Floor And Decor - Indented floors
Floor And Decor - Indented floors - Image 2
Floor And Decor - Indented floors - Image 3
Contains 1 confidential file for company representatives

dwe bought and installed durlax lvp and seceral of the pieces have little indents in them making the floors not smooth and the holes collect water. the floor description claims dent resistant and i believe it says smooth floor.

customer service told me its the floor design and they come like that and to use a broom to try and even them out. How are they dent resistant but full of small indentations.

and how am i supposed to soak up water from tiny holes in the floor. Our bathroom isnt even finished yet and the floors have dents in them.

View full review

User's recommendation: dont buy durlax products

Mike D Joe

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Verified Reviewer
| map-marker Vacaville, California

Bathroom Vanity Issue

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Counter top of new vanity has an inferior finish causing immediate stains from a few water drops during installation. They say put a sealer on it, but they don't tell you that when purchasing or delivering. But a sealer won't help those stains that are already there.

View full review

User's recommendation: Do not buy their vanities

Anonymous
map-marker Omaha, Nebraska

Defective tile

I work for a property company, purchased defective tile from floor and decor they refused to take ownership of the inferior product they sold me. Was told by store employees they had SEVERAL complaints.

Now when I spoke to the "New Management " about it I got nothing but lip service and ZERO liability from floor and decor, needless to say Our company will no longer do business with Floor and decor.

Defective products horrible customer service. Not recommended to anyone, their defective products cost my company about 3K

View full review

User's recommendation: Would not recommend

About

Summary

Floor And Decor is a chain of retail stores specializing in hard surface flooring solutions. At affordable cost, Floor And Decor offers a vast collection of floor tiles, professional stone and wood related accessories and tools. The multi profile store collaborates both with contractors and individual clients offering materials for sale as well as design consultation. Apart from wood and stone flooring solutions, Floor And Decor has a number of NuCore, Laminate, and Luxury Vynil etc finishes to choose from. Sourcing its raw materials directly from manufacturing plants and queries allows the company to offer its products at market most attractive prices.

Floor And Decor reviews and complaints

Floor And Decor is ranked 34 out of 342 in Flooring and Tiling category

Area Served

USA

Payment Methods

VISAAmerican ExpressMasterCard

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