Floor & DecorReviews of flooranddecor.com

Art, of the Pro dept in Winston Salem store was great and very helpful.

Employee Austin working tile at the Bohemia store could not have been more helpful. He was knowledgeable and very personable answering all our questions.I can remember a more satisfying shopping experience.

I have a pro account with floor and decor. I made a large wood flooring purchase in April of this year 2025. I specifically asked about being able to return unused product after a long duration. I knew the project would not be completed for 5 to 6 months. I was told there was no problem with returning the product. Prior to returning the product, I called the store just to confirm and was told yes. Normally there is a 90 day return policy, but in this case they would override that and I could return it. I drove two hours with the product to return and when I got to the store, the manager approved the return, but the corporate policy prevented them from approving my return. I was told I can only get store credit. As a professional remodeler, I often have projects that extend for months. This is money that would be returned to the client. This policy is unacceptable to me, and I will not be using them in the future because of their corporate policy. Especially when I was told that everything would be approved and then to find out the opposite. UPDATE as of Sept 22...... Floor and Decor apparently uses TRE, a third-party company to monitor, approved, or disapprove returns in order to reduce the amount of fraud returns. For whatever reason, TRE decided to disapprove my return. I ended up writing a letter to F&D's customer service department asking that this matter be escalated to someone who could override that decision. I was contacted the next day by the store's pro manager who was very helpful and apologetic. In the end, my return was approved despite TRE's decision. Thankfully, level heads prevailed in this case.

Called about warranty issue. Which was lifetime. Was tricked by saying you have to contact them within 30 days of first sight of an issue. It was something I was honest about now flooring totally coming apart could not even get someone to come and look at it without paying $500.00 . I AM REALLY UPSET THAT THEY WILL NOT EVEN LOOK AT MY PICTURES OR SEND SOMEONE OUT UNTIL I PAY THEM ANOTHER $500.00 SIGNED VERY SAD CUSTOMER..

Customer service is extremely poor. Each time there's more staff than customers and they just stand around yapping until I ask for help. Pitiful.

We were renovating 3 bathrooms with no ideas for design. I called the Buckhead branch of Floor and Decor and our problem was over. We met with Cia. She is just the sort of designer we wanted. She is talented, creative, has great taste and is a good listener to be able to direct us in the right direction for the finished project in the style we wanted. We are nearly done with 3 bathrooms and I would t have changed anything she suggested that we do. Her experience and knowledge knew what would be best and she was correct. Her insight is invaluable. Her patience and gentle way made our meeting with her pleasant and much less anxious than we were when we had no vision of what we would end up with. Floor and decor is very lucky to have her to help clients find their way through what can be a very co fusing design process.

I was searching for vinyl flooring at the Summerfield store. I found the staff to be outstanding. Douglas W. Was unbelievably helpful in trying to help us make our selection. He provided us with printed material as well as his hands on experience. Everyone we ran into at the store were pleasant and very customer service oriented.

Customer service was horrible. It started with getting a call to pick up my order because it had been waiting for a few weeks due to my guys getting behind on another job. The lady that called said I had a week to pick everything up or they were going to put everything back even though it was already paid for. Next I was waiting to return the extra flooring when it started raining and the boxes got wet. They sent some rude guy to tell me they couldn’t take it back now. When I tried to object he said “ we didn’t give it to you wet so we can’t take it back wet”. I’ve never used these people before and will not use them again.