Floor And Decor
Reviews and Complaints
Corona, California
Store personnel are fantastic!!! Corporate Policy.....Horrible
I needed a tile that Floor and Decor discontinued (literally one tile) that had cracked. I asked to know the manufacturer so that I could inquire if they still made the tile. Customer support told me that they do not know the manufacturer, which is 100% false, and then admitted that they just won't tell who it is.
Love your stores and store staff, but your the "screw you" policy they have will insure that I go elsewhere in the future!
User's recommendation: Go where they company values their customers
Houston, Texas
Very Poor Customer service in Humble tx
We started out with vinyl in 2 bedrooms We went in yesterday on 11/24/23 to pick up 10 or 12 more boxes. They were out of stock.
After 10 minutes we found an employee who could check stock. He said there was a full pallet in warehouse if we would go up and pay and pull around they would load the 10 boxes. We paid our 687,00 and proceeded to the loading area with the receipt. We were behind several other people but after 30 minutes even the people ahead of me were not taken care of.
I went inside and told them I would be happy to carry my boxes as the 3 people back there seemed to be doing more playing than working. Apparently all the supervisors were off for holiday weekend. I asked to speak with a manager. After another 20 minutes they told me that "Leo" was too busy to get to me right now?
Finally we stood in line again and got a refund. Not one single person at that store CARED!!
Today I am tearing out the two bedrooms we started with and will be going somewhere else to purchase the 2400 SQ ft that I neeld. I will no longer use or recommend floor and decor to any of my clients...
User's recommendation: Only go here if you do not care about customer service
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Verified Reviewer |
Saugus, Massachusetts
Billing
Made purchase in store same time & 1 transactions I received 18 months to pay without interest & the 2nd transaction was 6 months. Been trying to get through to them & they are closed by 7pm.
Preferred solution: 18 months no interest on both transactions
User's recommendation: Make sure the associate brings all your stuff to the register all at once
Miami, Florida
Maneger’s at Port St. Lucie Fl store are rude and yell at customers and cause a scene
NManegers yell at customer treating them as if they dont want to be bothered and they seem very irritated. The store is short staff and can never get customers help. The cashiers dont have help when needed and are scared to ask for help because the end result is attitude from managers employees are treated like *** if there not kissing ***
Scottsdale, Arizona
Phones don't get answered
I have tried to call several Floor & Decor Stores in the area for the last 4 days. No one will pick up the phone at any location.
I finally got through today and was told that the phone does not ring at store level sometimes for days. This has to be a corporate problem!
Please fix it!
West Covina, California
Racial discrimination by this stupid manager. Her name is Jessica. Corporate number for a Flora 163 Ford.
I was totally disrespected by Jessica the manager in the West Covina store on October 6, 2023. I was talk to like I was some kind of dog and I was in your store about to make a purchase.
Something has to be done about her I think she has no customer service and should be fired. I am I am of African-American descent and I felt that I was discriminated against and something needs to be done about this should I need to go further I am going to take this to a discrimination lawsuit, simple as that.time was758 pm she basically
Preferred solution: Apology
User's recommendation: Don’t go to store
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Product
I had to have 2 different deliveries for my wood floors. When the 2nd delivery of floors were delivered, the stair noses DID NOT MATCH the floors.
It's as if, you thought I, as the customer was a complete idiot with no eyesight.
Im HIGHLY UPSET as I had to wait 3 weeks for floors to be delivered and installed just to have the stair noses unfinished/non matching. I paid over $14K for those floors...they should MATCH.
Whomever fulfilled the delivery should be fired for being that stupid.
Half of my floors are already installed.
- Complete idiots with no order the whole fulfillment was chaos
Preferred solution: Price reduction
User's recommendation: NO RECOMMENDATION.
Could have worked with someone to get the exact match stair nose. If you had had an associate that was better versed in wood flooring, you would have likely gotten it, however, special order stair noses can take up to 5 weeks.
Tampa, Florida
NUCORE VINYL FLOORS
Bought NUCORETFin floors from this company, the sales man told me they had A LIFETIME WARRANTY. I have a lot of scratches and went back to the store to find the sales man and he doesn't work for them anymore.
They dont stand by the warranty and said that I have to buy new floors. I tried to talk to the manager but he ignored me, these people are scammers and liars, do not buy from them
User's recommendation: AVOID THIS COMPANY
Same here. Terrible floor.
Call Matt Metzger to be added to our list for possible class action lawsuit. 513-488-****
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Web order completely messed up
I placed an order on Floor and Decor's website for only 18 boxes of tiles. 9 black and 9 white - all in the same order.
I'm going to say this again: all in the same order.
They sent half to order to one store and half to another. Not only that, but I once I'd scheduled pick up at one store, their system wouldn't allow me to schedule at the other store and kept saying it was already scheduled.
I tried calling the Lombard store to see if it can be fixed, but nobody answered. I called the main 877 number and sat on the phone for 1/2 an hour while this poor customer service agent had to work in multiple systems to fix this. As I work in software development, this just shows how bad their systems are.
1.
Why would an order with the same web order number have parts sent to different stores
2. Now they are at different stores, the web system would only let me set pick up for one part, on the other it kept saying it was already scheduled.
3.
Why is the system the customer service agent uses so convoluted that it took almost 30 minutes to move the order from the wrong store to the correct one.
I honestly can no longer trust Floor and Decors online order system. It's in store only purchases now.
- Great selection
- Website ordering system is ridiculously bad
User's recommendation: Don't purchase online - the system is broken. Go in-store if you have to order anything.
Murfreesboro, Tennessee
Great design team
If youre looking for a great designer at the Antioch,TN store, her name is Lisa Myrick. She was extremely patient with my pickiness and was on the spot with measurements and callbacks.
To top it off I never saw her without a smile. What an asset in this world!
Mundelein, Illinois
Response to what I have been reading.
I am not a customer but an employee. It saddens me to see these reviews, as I work so hard to give the best customer service possible.
I had no idea on the back end, people were having so much trouble, with their products. I am a highly ethical person, almost to a fault, and I can only say that Floor and Decor was smart enough to hire me. I wish only they would slow down their desire for more, and more stores, and fix the issues with the ones they already have.
I believe this could be a great company if levels of communication were cleared, and the people with the initial inspiration for this company would get more involved on a store level. There are definitely too many cooks in the kitchen.
User's recommendation: Don’t give up on us
Hopkinton, Massachusetts
Floor and Decor does not honor its warranty and sales people sell improper products for application
I bought Aquaguard flooring from Floor and Decor due to the recommendation of the product for my application. My current flooring contractor said that the flooring should never have been recommended for my use.
The layers of the laminate are very thin and subject to expansion when subjected to any moisture. They dont honor their warranty and try to make up conditions for it to be enforceable. This huge flooring company throws up roadblocks for 965SF.
Dont do business with them. Much better off with smaller retailers who have knowledgeable sales people and really stand behind their products.
Capitol Heights, Maryland
Horrible store and customer service.
I ordered flooring from them 5 weeks ago. I was never able to get timely updates as to the
status of the order. I just received and email
stating the order was cancelled with no explanation.
I could not reach anyone at the store of whicj
the purchase was made, nor the customer service number.
This is my 1st and last time using them for
any flooring needs.
Please stay clear of this dis functional organization..
Now I have to get answers to my 4,000.00
refund and the five weeks of waiting to receive
a product that they didnt have.
The completely waisted my time and money!!!
- Horrifying customer service
Preferred solution: Apology
User's recommendation: Stay clear of this non customer caring, broken whatever they call themselves!
The vinyl product I purchase is horrible and dies not stand up to what I was told!
I was quickly ignored and no one bothered to respond back! Telling me its our fault that we gave dents and scratched when we only had it less one week!!! Horrible product!!!
Preferred solution: Full refund
User's recommendation: Beware do not buy vinyl flooring fro Floor and Decor
Levittown, New York
Complaint about associate
Im Sebastian today I went in in your shop, Garden City to buy some tiles tActually I need two more boxes,my contactor given the serial number and I give it to one of the register she made bill and I asked her to need to dont know where is it and she called somebody and one of the man came his name is Donald His behavior was very rude. He dont want to show where it is.he dont want to help me three time I request him and he was shouting me he use some rubbish words to me please take care of him
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Awful