Floor & Decor

They do not honor their warranty. Nucore performance 100% waterproof luxury Vinyl planks. Warranty claim was denied due to moisture detected on the panel. 1800sqft of flooring began failing after 6 months. The whole house developed issues with the joints breaking. Flooring inspector found moisture in one of the areas riddle with broken joints and used the moisture as grounds to deny the entire claim.

Advertised as 100% waterproof, not affected by moisture or humidity. But they will find Any and All reasons not to warranty the product. This product is extremely vulnerable to moisture and humidity. Do Not use the recommended Sentry underlayment. While it's listed as supported in the warranty, it's my belief that it causes the issues I'm describing. There are multiple complaints out there with similar stories.

Shop elsewhere for your flooring needs. Do better researching than I did

Sanford, FL. I needed to exchanged few broken tiles boxes and I was seeking for help and no one showed up. I carry the merchandise by myself to the store. I was totally ignored. I am very disappointed. I will never give business to the store. I would it give zero stars but unfortunately that's not a choice!

My husband and I purchased flooring 2 wks ago, the price dropped and they refuse to to an adjustment!

I had been assigned Michelle as my decorator. What an experience! All I told her was what color I was thinking of for each bathroom. She put together a design for 4 full bathrooms and a powder room with various options. She made this part of renovating a breeze and relieved the stress that comes with this process. Thank you so much Michelle.

Only had one bad experience with another designer there who could care less about helping customers. He looked annoyed to even be bothered. Did everything he could to get out of helping customers.not once but twice. Even though we have complained, the manager has not bothered to call us to find out what happened. If Michelle hadn't personally called us and apologized on his behalf and then generously offered to take on the design job, we would not have bothered to come back.

I've ordered floors multiple times.
Every time I go there it takes 1.5 to 2 hrs to check out.
Associates does not know how to work on a computer.
It takes the joint efforts of at least 3 people to place an order.
How about some training so they don't waist client's time!

Yesterday I went to Floor & Decor in Cedar Park, Texas and met a Salesman Derek.
Derek was just outstanding with all the help and suggestions for my bathroom remodel. He took all the time in the world to make sure l was completely satisfied with my purchases and l had everything thing l would need to complete the project.
Also a big hands out to Tonya Price for her directing me to this store!
Tom McGowan

I had spent over $8000 in their store. Had to return unused product. They shove you into their "returns cattleshoot" and you end up talking (or they just nonstop keep droning on and on about "their" return policy with people that barely speak English) without any concern about your concerns. They kept running on and on about "their" ninety day return policy. I broke my neck and had no way to return the unused product. They are fine with taking your money, but horrible with support. Another Chinese company I smell, just like Ebay and Amazon dumping products with NO support what so ever.

I bought a vanity at Floor and Decor (combo sink, top, vanity). The brand was Studio Design by Avanity. Within six months there were chips all over the vanity and then my daughter dropped a jar in the sink and the sink blew apart. No empathy or compensation from the store or manufacturer.

Miss. Ajae Gartman, of the Brookhaven store was of great assistance today in handling me vision and needs in a timely manner. Thank you Ajae Gartman, for your assistance at floor and decor

My husband and I went in to our local F & D with excitement and high hopes to have them handle our flooring project, only to end up being given the run around and left to deal with employees who do not want to earn their pay. The day we went in, there were several employees throughout the store, and not one of them asked us if we needed help not acknowledged us in any way.

We finally got someone's attention when we were going to give up and leave. She seemed very eager to help us by explaining to us the kind of flooring options we were looking for. We readily chose a flooring sample that we were confident about. This same person took my husband's cell phone number and said that she would have their (third party) flooring company contact him immediately. Three days came and went without hearing anything.

We quickly realized after we got home that the flooring sample we purchased had no information on it anywhere, so now we have this strip of flooring that is unidentifiable by sight. So, take a picture of any labeling from this place, since they don't bother to identify their products for the customer.

After not being contacted by the installation company on the 4th day, I called the store to find out what was going on. I asked to speak with a manager right away, and that of course was deflected which just led to more frustration when the associate failed to be able to answer simple questions and was rude and defensive about the issues presented. She gave me the number for their installation company, which turned out to be incorrect after she finally put me on the phone with a manager like I requested in the first place. The manager was the most professional one with F & D who actually has a work ethic. She treated me like a customer; however, her MO was to get me back in to the store with a design appointment which we did not need. We needed to have the installation part of it set up, and that was the issue. No one seems to know what is going on at this place, and several of the people in the Buford store working on the floor lack professionalism and basic customer service skills.

I had decided not to go forward with F & D for our flooring project, but just out of curiosity, I called the installation company to get their name so I could look into that company in the event we decided to use them with flooring purchased elsewhere, and they have a TON of bad reviews with the BBB. Honestly, I am glad the experience with F & D went the way that it did from the onset, because it is clear to me that we were spared from a nightmare.

About a year ago we bought our Nucore Prado from floor and decor for our living room, dining room and kitchen. We had a frozen water pipe bust recently and I am told, our store in Morrow Ga has closed and the product we need to replace floor in the kitchen has been discontinued, No stores has it besides Homewood, Al or Memphis Tn. And you have to pay shipping to get the boxes we need sent to your home or even to a store about 50 min from where we live. Very expense shipping as the product is already pretty high per box, I could understand more if we got the floor 4 or 5 years ago, but it's only been about a year. Cust service said the rules on shipping to a store with no shipping charges for you to go pick up changed about 6 months ago.This is not good business I don't believe. Also of coarse you can only get this kind of floor from floor and decor.So they got you by the short hairs, where you don't have a choice you can travel to Al or Tn yourself to pick some up, or pay high price for them to ship it from Al or Tn store to a Georgia store and you pay shipping just like sending it to your home from Al or Tn. Very Expensive. What a bummer, I will think twice before buying my flooring from them again. This is the 3rd time we have used floor and decor for our home and rental houses for flooring and tile but never again, not after this.

The site itself is beautifully set up.
Numbers don't add up between measurements and installers. Information left out of reports.
Warranty is limited.

I came in early in the morning about a tile I ordered and received the wrong one she came out smelling like a lot of alcohol yelling at me she was really sassy from the beginning and wasn't really trying to fix my issues and told me she had a headache she couldn't deal with this and got someone to help I ended up canceling my order because I don't wanna spend money where I was treated like that I really hope that miss Gina Rodriguez can treat the consumers better in the future

We are currently updating an office and bathroom...and so I found myself looking for flooring, tile, and ideas at Floor & Decor. Loved meeting Crystine because not only was just super helpful in getting me a quick estimate on some black/white tile for a creative idea for a pass through, but was a plethora of insight and knowledge. She was able to guide me on several items such as tile/stone and fencing/landscaping ideas. She's full of energy and a great resource for many different aspects...such a sweet surprise to my stop off. Thanks Crystine for all the help, guidance, and new ideas! You were such an unexpected blessing :)

Repeated attempts to reach the store, inventory is incorrect on line, once you reach the store you get disconnected typically. Awful website design. Hold times for the store are long and answers are not often accurate and they change each time you call. The only reason they are getting one star is because of one individual at the store that was a super star. Hoping she doesn't quit because of the inaccurate website and management of this big box store. I wasted many hours trying to resolve what should have been a simple fix if they would only pick up the phone at the store. I blame corporate for the staffing issues at this one store and getting them the help they need to navigate client questions. I found out that if you press that you want to order something they pick right up! Not so much when you have a customer service question like missing inventory or shipping info that you can't find online or get a straight answer about. Also that piano playing music on the hold function while you wait is nails on a chalk board frustrating, frenetic, and very obnoxious. Please switch this out for your own sake while there are potentially angry people on the other end of the phone trying to get answers. By the time you pick up we want to throw the phone at the wall when listening to this on long hold times. Also answers take 24 hours to get in some cases. How do you run a business this way? Get someone at each of the store locations who's sole job is answering the phone. Return phone calls in a timely manor if voicemails are left. Fire your website designer. Give out emails for managers of each store available on line to better manage their stores with client feedback. 800 Number is useless as well, one CS rep had a beeping fire alarm going off in the background while trying to resolve my issue. I get staffing and labor is really tough these days but this is ridiculous. Designer that helped me was no were to be found to answer questions. She took her credit for the order though. Lastly after nearly 20 days of trying to resolve misinformation on a $2000 order I will never do business with them again. I would rather over pay a smaller flooring or tile store than have this experience again. We are stuck now with resolving this issue but NEVER again! I am in the commercial design business and have never seen such a mess of managing a company. Trying currently to get the delivery charge of $320 dollars refunded back to me for all my aggravation and inconvenience. We will see. If I get some sort of apology for all this trouble I will update my review but not holding my breath.

We picked a VERY expensive flooring with them because it was exclusively sold by Bruce to them. We were doing a whole house. $23,000 worth of flooring. First order (1/2) went smooth.

Second order to finish the house they said they couldn't get it. After a bunch of calls they would transfer it from another warehouse. AT OUR EXPENSE. Extra $400.00

Lots of boxes were damaged from forklifts.

They said no problem just bring back the bad stuff.

I had 9 boxes extra out of 76.

Installer did a great job working around bad pieces and had one open FULL box. He put a couple of clearly defective pieces in that box.

They refused to take any off that box back. Claiming below 10% natural defects is expected.

So if you open a box with natural defects you own it.

At least that's what Tommy the manager claims.

They wouldn't take excess tiles after 90 days. If they are down the street from you that is fine. When you have to travel a long ways, not fine. Waited for reason other than just to return tile to make the trip. Was just over 90 days and they wouldn't take it. Will never use them again. Will stick with local stores.

Wishing I could give 10 Stars to Jenn in the Moorestown store! During the long and stressful process of having our bathroom remodeled, we ran into an issue with the material we purchased and then a product availability/shipping issue within one week. We went to Jenn and she was great! She patiently listened to our issues and then went above and beyond to take care of us while resolving both issues, on the spot and better than we expected!

Store staff and customer service reps are amazingly kind. Their online ordering system is not good. I will not waste my time or energy on explaining... Too much to say. Corporate should look at the complaints and be fired if they don't! Corporate knows. Just unwilling to resolve the issues. Instead passing the buck to their most likely underpaid employees who get the brunt of the complaints. Very sad for them to have to take the anger and frustration caused by the corporate end of this business. Look at the reviews to see this. They would make much more money if they will respond appropriately.