Floor And Decor

I purchased $2,500 worth of stone from Floor & Decor based on the guidance of their in-store designer, who recommended a specific grout for this material. After installation, the grout completely changed the color of all the stone.

When I returned to the store, I was advised to purchase another product to fix it, which also failed. When I escalated the issue, the store manager, Victor, dismissed my concerns, claiming I should not have used the grout even though it was recommended by their own designer. He also refused to provide any compensation, stating he had no money to give back. Victor's behavior was unprofessional, dismissive, and self-serving, showing a lack of accountability and disregard for customer trust.

This is unacceptable. Customers should be able to rely on the professional advice of staff, and Floor & Decor must take responsibility for damages instead of blaming the customer.

We ordered 2200 square foot of laminate flooring. After installation 850 square foot it started buckling.

We learned that the entire order was defective the corkboard on the bottom overlapped too far and would notnallow the product to snap into place. My installers removed all the flooring and cut the centimeter off of each board and then it snapped in perfectly. All I asked from floor and decor was that they pay for the extra labor to do this. Its been 3 months and they still have not resolved this issue.

Im out $2300. My attorney tells me to have floor and decor remove all the flooring and reinstall it since it was a faulty product.

That will get them back about $15k. Maybe I need to do this.

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!

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.

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!

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.

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.