Floor & DecorReviews of flooranddecor.com

So, we replaced ALL of our upstairs flooring and downstairs flooring with LVP (luxury vinyl plank) flooring from Floor & Decor in 2020. It was not the cheapest grade. Within the first 6 months the groove and tongue edges were already breaking. The warranty on the product was 10 yrs. After just over 1 year we contacted Floor and Decor and they sent someone to come and look at it and determined that it was an "installation problem". We did not install it ourselves, but had a professional with much experience install it. I would also like to mention that our son had LVP from Home Depot installed just days after we did, with the same installer and has not had one single issue with his! We spent over $7000 on the flooring at Floor and Decor and they completely dismissed our problem as an installation problem. We have replaced all the flooring in our basement with a Home Depot product, and I just haven't brought myself to emptying my whole upstairs again to replace the upstairs Floor and Decor flooring. But today (3 years after the install) a piece of the flooring just flaked off! I would never want anyone to make the same big mistake as we did with purchasing flooring from Floor and Decor! It looks nice if you never walk on it, but for any other purpose it is a complete waste of money!

Ordered 10 boxes of tile online based on tiles being in store and available for pick-up. Even after confirmation, I get there and find out the tiles are not there. A company that does not keep their online inventory matched to the actual inventory doesn't rate well

****BUYER BEWARE*** Very misleading and dishonest return policy. For returns after 90 days or without a receipt, we may provide a refund at our discretion and at the last lowest price for the item... All returns are subject to verification system approval." First off, sales person said it would not be a problem, after 90 days as long as I had my receipt and the store manager approved. My order was $5,796.55 requested a return of $516.29 which is less than the 10% they pushed and convinced me to purchase. In reality it was way less than 10%, but not the point. The verification system is a third party, who the cashier stated that they never approve returns after 90 days or over $250. The rude woman from verification stated the store has a firm policy of not accepting returns after 90 days. Finally, the part of lowest listed price, I think they use their employee pricing or wholesale pricing, because all of my products have gone up in price and the store price was never lower than what I purchased at. their calculation that was sent to the verification company was for 33% less than my purchase price, and they even denied that. They claimed I had too many returns in the last 90 days. I had never returned anything to them. Steer clear of these criminals. It is easy to say some of their products are nice but so are most of the products at other stores.

There is a major cultural issue with this company. They seem to be anti-customer and are big fans of passing the buck and refusing to fix their own mistakes. They lost my order and didn’t even look for it before I came asking questions after 6 weeks. Over the course of 3 conversations, I got 3 wildly different stories. It turns out my merchandise was just languishing in the stockroom at my local store, and they were taking no action to get it to me or even let me know it was there. I ended up reaching agreement with the company to pick up my items in-person as long as they could refund me for a large home delivery charge I had paid. They agreed, then made an accounting error they refused to correct so I was not refunded the full amount promised. No matter how many times it reached out and provided documentation, I continued to be told that, no I wouldn’t receive my full refund, that the entire thing was my fault, and that they would not do anything for me. I tried every avenue I could find including reporting this to their ethics hotline because I wanted to believe that what I was experiencing from the front line customer service was not the way this company intended to operate. It actually is. The response to that report confirmed that the entire company’s approach the customer service is to provide none and to politely tell people to buzz off. Once they have your money, they do not care if you ever even get to the products or services that you have paid for.

Placed an order and was told 7-10 days it should be in and I would be emailed. 19 days later and no email. Worse, only automated phone system that has been telling me for 9 days that my order is being processed. I have to drive 45 minutes to the Sarasota store just to speak to a human? Really?

Pedro sales "person" very rude and unkind I HAD TO LOAD 17 TILE BOXES BY MYSELF IN THE SHOPPING CART!!!!!!! I know that I have to load them in my truck..... BUT INSIDE THE STORE ,YOU ARE SUPPOSED TO HELP ME...... HORRIBLE SERVICE..

Very disappointed. Only these lowest quality vinyl floors are in stock. If you want any engineered wood floor or hardwood floor with good quality, they are never in stock. I waited for more than 3 weeks and still haven't got my sample. Since my project is going to be delayed, I ordered multiple boxes of wood floors before I see my sample. Then they are still shipped very slow. No one answer the phone on the customer service. Feel like I'm trapped. No money back, and no product received.

Floor and decor reassured us repeatedly that we could return any unused tile that we bought. Until they wouldn’t take it back. They are clean. They have a 90 day return policy. Well, they didn’t when we bought the tile because we asked again and again and again, if we could return the unused tile. And we were reassured repeatedly, that we could return the tile. Shop somewhere else! Or, if you must go to floor and decor, caveat emptor