Floor & DecorReviews of flooranddecor.com

A warranty is worthless from Floor & Decor. Think very carefully and read the warranty fine print before buying products from F&D. We have received no support from F&D and are stuck with a huge expense to correct flooring that is cracking and sharp enough to cut skin, which it has. The NuCore LVP flooring sold through F&D is known to crack at the seams and be a very unforgiving product. We will have to redo our entire kitchen and living room at a massive cost due to a poor quality product. It failed in under one year and F&D offers no support and the manufacturer it turns out. Has a long standing reputation for denying claims for frivolous reasons. As a contractor and long standing customer, it is annoying the time we picked the higher end product for our own home that it failed faster than any product we've ever used.

We have had two extremely disappointing experiences with Brian, the Store Leader at Floor & Decor, and unfortunately, his attitude and unwillingness to help have completely changed our opinion of this store. Our first experience occurred when we were trying to select flooring for our home. Because the flooring we were considering had significant color variation from plank to plank, we wanted to purchase several individual planks to take home so we could see what the flooring would actually look like in our space. Brian very rudely told us that we could only purchase one sample plank. I pushed back and asked how we could possibly make a decision about thousands of dollars' worth of flooring based on a single plank when there was so much variation in the product. I even pointed out that Floor & Decor doesn't display just one plank in the store and there is obviously a reason for that. Despite this, he refused to help us. We eventually went to the Pro counter, where someone was willing to assist us. Thankfully, they did, because we ultimately purchased approximately $12,000 worth of flooring. We absolutely would NOT have made that purchase if we had only been allowed to take home one plank and had not been able to see the variation beforehand. Unfortunately, our second interaction with Brian was just as frustrating. We later needed two additional risers totaling approximately $32. We asked if the $35 delivery charge could be waived, particularly considering how much we had already spent with the store. Brian refused and told us that he could not waive the fee. This was especially frustrating because another employee had waived a similar charge for us the previous week. The $35 itself isn't really the issue. It's the complete lack of customer service and the attitude we experienced on both occasions. When customers have spent thousands of dollars with your store, it is incredibly disappointing to encounter a Store Leader who seems so unwilling to make even a reasonable effort to help them, first with a major purchase and then again over two small additional pieces needed to complete the project. Other employees at this location have been helpful, which makes our experiences with Brian stand out even more. Unfortunately, after dealing with him twice, we have no intention of purchasing additional flooring products from Floor & Decor. That decision is based solely on the way we were treated in our interactions with the Store Leader.

I had the pleasure of the Department Manager, Jason Shaw, at the Roswell, GA location help me with flooring options. Jason knows his flooring! I came in to look at LVP flooring and had a lot of questions. He gave me the pros/cons of different brands and their various products. He advised me on the water barrier options that gets installed below the planks. Jason checked inventory on every item I was interested in because I explained I needed the materials asap. My mom is hard of hearing and his patience and kindness toward her was very much appreciated. If I could, I’d give Jason a raise. I did find the manager above him to give him Kudos. Jason is one of the reasons I’ll continue to shop at Floor & Decor.

Went in to pick up an additional item I purchased on Friday. Couldn't find the item; asked for help. The girl said there were 5 in stock, went to look, came back, and said they should be there. Told me to try another store 12 miles away instead of letting me see if I could locate it and call you when I have found it. Her other option was for me to order it and get charged 99 dollars for the special shipment. The item was only 43.99. To make a long story short, she ended the conversation after I said 99 dollars is pretty expensive for an item you say is somewhere in the building. So, that was it. Great Customer service. I felt like I was shopping at a TEMU outlet. Nobody cares about customer service. Nobody was angry or upset; it was Hey, we have it, can't find it, have a nice day. Walk away. Good luck with that model. This was on 9/13/26 at 11:55 AM in the Huntington/Rosemead location in Pasadena. Store 226, Last time shopping at this place. Friday transaction number: 1022601612944196

Very disappointed with NuCore Pacific Dunes flooring and the way Floor & Decor handled my complaint. I purchased 71 boxes of NuCore Pacific Dunes flooring (SKU #101317139) from Floor & Decor. After opening the boxes and beginning the installation, I discovered defective planks in numerous boxes throughout my order. This was not an isolated issue with one or two pieces. I contacted Floor & Decor and made them aware that I had a significant number of defective planks throughout the entire order. Despite being informed about the quality issue, Floor & Decor continues to sell the same flooring to customers. The price is currently reduced to $3.99 per sq. ft., but the product label still does not indicate “Final Sale” or “Sold As Is.” I attempted to resolve the problem directly with the merchant, but I was not satisfied with the resolution. I therefore filed a dispute with my credit card company for $5,501.79, which is the pre-tax amount I paid for the 71 boxes. What is especially frustrating is that Floor & Decor told my bank that the flooring was “Final Sale.” This is not true based on the evidence I have. I have a photograph that was taken at the time we purchased the flooring. The photo shows the exact same NuCore Pacific Dunes, SKU #101317139, and the price label clearly does not say “Final Sale,” “Final Sale – No Returns,” or “Sold As Is.” I also have the original receipt showing that I purchased 71 boxes for $5,501.79 before tax, as well as photographs documenting the defects. The fact that the same flooring is now being sold for $3.99/sq. ft., without any “Final Sale” or “Sold As Is” designation on the label, makes the merchant’s statement to my bank even more concerning. I am sharing my experience so other customers can be aware. If you are considering NuCore Pacific Dunes, I strongly recommend inspecting multiple boxes before installation and documenting everything — including the product label, SKU, price, packaging, and any defects. After spending more than $5,500 on flooring, I expected much better quality and much better customer service. I am extremely disappointed with both the product and the way this situation has been handled.

Got stuck with extra product because i went past 90 day return window. I bought 21 boxes of flooring for a 3 room DIY project. Unfortunately it took 4 months to complete the project. I tried to return 2 boxes of extra product with no success. They did offer me $3 per box as a penalty, on an item i paid $83 for. i could understand if it was an item they no longer carry, or if i bought it during a closeout sale, but that is not the case. They still had 60 boxes of the same item in stock.

Jay and crew did a wonderful job helping us load our flooring and made purchasing and checking out process smooth and efficient. Thank you.

1 Star Very disappointing experience with Floor & Decor and the warranty process. I purchased a vanity with an Engineered Carrara countertop from Floor & Decor in February 2026 for $1,914.23. Within only a few months, the countertop developed multiple dull areas that do not come off with normal cleaning. When the countertop is wet, the affected areas temporarily disappear, but they become visible again once the surface dries. I contacted the manufacturer and Floor & Decor multiple times, provided my receipt and photographs, and explained in detail what I was experiencing. The manufacturer told me that the condition was “water spotting” and stated that water spots are not covered under the manufacturer’s defect warranty because they are considered normal wear and tear. I was also told that water can leave spots on the countertop if it is not wiped up promptly. This is what I find extremely concerning. This is a bathroom vanity. It is a surface where you routinely wash your hands, wash your face, and brush your teeth. Water is an unavoidable part of normal bathroom use. I do not believe a customer should reasonably expect a bathroom vanity countertop to develop permanent-looking dull areas from ordinary water exposure within just a few months. I repeatedly requested that the matter be escalated and properly evaluated. My claim was eventually referred to Floor & Decor’s Product Resolution Team under Case #09346544. However, NO ONE from Floor & Decor or the manufacturer ever came to my home to inspect the countertop. Despite all of the communication and despite repeatedly explaining that the problem is much more noticeable in person and extremely difficult to capture accurately in photographs, the final determination was made based on photographs. Floor & Decor’s final response stated: “Based on our review of the photos provided, the staining does not appear to be the result of a manufacturing defect.” They then recommended that I hire a professional stone restoration or cleaning specialist to determine whether the stains can be removed. After spending $1,914.23 on a relatively new vanity, I am now being told to spend additional money to have someone else evaluate or potentially restore the countertop—when neither Floor & Decor nor the manufacturer ever physically inspected it themselves. I gave both Floor & Decor and the manufacturer numerous opportunities to address this issue. I provided documentation, photographs, detailed explanations, and repeatedly requested an escalation. I was patient throughout the process. Unfortunately, I never received an in-person inspection or what I consider to be a reasonable warranty evaluation. My concern is not simply that my warranty claim was denied. It is that the claim was denied without anyone ever physically inspecting the product, even though I repeatedly explained that photographs do not adequately show the problem. And based on the manufacturer’s own explanation that ordinary water exposure can cause this type of staining and that it is considered normal wear and tear, I would not recommend purchasing this vanity. This is a bathroom vanity. Water is part of its normal, everyday use. If normal bathroom water can result in permanent-looking changes to the countertop and those changes are considered “normal wear and tear” rather than a warranty issue, that is something I would want to know before spending $1,914.23 on the product. I would not purchase this vanity again, and based on my experience with the warranty process, I would not recommend it to other customers.