Floor & DecorReviews of flooranddecor.com

Ordered rubber gym tile flooring for a home gym, picked up on May 5, 2022. Due to project delays, we did not open the tiles until Sept. 12, 2022. At that time, we noticed that the tiles were not as described. Website described as rubber, whereas product sold to us was foam with a thing rubber topper. Store return policy said that returns after 90 days are at store discretion. Visited store, with my receipt, and was told that the system would only allow a max return of $277 (total purchase was over $700), and that I would need to call their Retail Equation department. I called and thus began a slue of explanations for my denial that did not pertain to me: 1. It was due to not having a receipt. I told them I HAD a receipt. 2. No returns past 90 days. I referenced the written return policy and reminded them that 4 of my 15 items purchased WERE returned for store credit. 3. It was due to my return history (I have none), and I would need to wait for a download of said history to be provided. I received this download which confirmed that there is NO return history prior to the current attempt. 4. I need to send a written appeal to a PO Box. I am mailing one today. This company lost a class action lawsuit years ago due to misrepresenting sold floor product. My floor product was misrepresented and (as corroborated by store employees), the written return policy leaves out important details about the company's return policy. I am requesting a store credit on the remaining 11 items so that I can purchase replacement parts.

Spent thousands of dollars at F and D on Tile and Flooring in the past year. Was told by the salesperson they would take back extra tiles if I bought too much. Was back in the store two weeks ago and bought $1100 in LVT for my daughters house. In the end I had 4 boxes of tile left over (worth $240). I needed to buy all the backsplashes so packed up the 4 boxes to first get a store credit toward probably $2000 in backsplashes. Was told the return policy was 90 days and was told (verbally by the clerk) that I was flagged in the computer for possible FRAUD for trying to return the tiles when I didn't have a receipt. (I used a credit card, and they found the transaction in the computer) Spoke with the store manager and he would not accept the tiles, even for credit. I won't spend another cent at F and D. Lousy policy, accused me of Fraud, and totally embarrassed me in front of other customers. Never again. I highly recommend going to another store for tiles and floors. Lousy customer service, openly accused me of Fraud, and didn't keep their word that they would take back extra tiles.

Customer beware I was told they had their own installers by the floor manager. I said great I would rather deal directly with them. They sent guys over to measure from floor 1. We ordered everything they told us to. The job started with 2 guys working out of an old car. The Forman showed up on day 4 after the floor was down and the new molding was installed. He had to remove and redo the stairs witch wasted over 2 boxes of luxury vinyl on the steps and had 2 + boxes of backsplash tile I had to drive 100 miles both ways to Tucson because of miscalculation by the guy that measured The worst part is that we spent over $10,000 on the floor and have a clunk noise in the center of the master bedroom. They can rip it up and repair it but I don’t have any faith in that turning out well. When I got the manager at floor and decor to tell them about the job all they do is sympathize with you And say that the installers are 3rd party and have no connection to the store. Had I known that I would have checked reviews and got a list from them of people they recommend. They just sent these guys over and the rest is my problem. Just a heads up to future customers. The floor wasn’t cheap and I’ll be hearing a thunk every time I step on the middle of the floor Thanks floor and decor

Worst Customer service ever. Was shorted a box of marble floor tile. Our contractor picked up order. Realized it as soon as he got to our house. That day called 12 times- no one picked up. Next day warehouse guy who likely screwed up the order said he's have to check the video tape( b/c our contractor apparently sold the missing box on the way to our house??) Promised a call back. Nothing -- 4 days later. Was told store manager would reach out to us-- Nothing. Called today again 15 times-- No one picks up. Do yourself a huge favor buy elsewhere.

Purchased tile for a bathroom shower then went back and purchased more for a master shower remodel. Due to delays with contractor (likely due to covid, supply chain and all the other modern day dysfunction) the project was pushed back and when completed there was extra tile. Like others have mentioned they would not honor a return beyond 90 days. Contacted the third party and was told the return was denied at ALL Floor and Decors. Now I need to appeal through their process email/paperwork process. The crazy part is if after 90 days, they do have the options to provide in store credit. Same contractor is installing LPV and I will need to purchase 1000 sq ft of LPV. No problem with in store credit as it would be used on more of their product. Now I might as well consider another supplier. All because they are unwilling to return $100 worth of tile still in the box. Now lets talk about the poor, unfriendly, unprofessional customer service. No greeting, not a single instance of positive attitude, only a glum look and the expression that the customer is wasting their time.

I tried calling my local store all day and no answer for help with a product. I spent just about an hour getting help to order flooring. I received 4 different answers for the same question about shipping. Yes, you have to pay shipping between stores, no we do not do inter store shipping anymore, You have to purchase product from other stores, no we cannot order and ship from the warehouse.yes it will be 1,600 dollars to ship direct to your home we cannot ship to the closest store. all of this...then yes you are right we can ship to the store without you paying shipping. The company needs to do training on store policy. I feel terrible for the kind, calm and wonderful customer service people I talked to at the store that work for a company that is so disorganized. I do not have a lot of faith in my order arriving or being correct. Look for another company to work with or only order what is available in your local store

This is for the store in Novi, Michigan. I ordered and paid for my items on Wednesday, I told th e'Pro Desk" my installer would pick up on Monday. All items were in stock. On Monday only 8 of the 21 boxes of tile were available for pick up. We were told they were looking for the remaining items, they never found them. It is now Tuesday and they are still looking for the tile. There is inventory in other stores but this store did not want to transfer the missing items. How can Floor and Decor sell items that were already purchased and paid for? I have contractors waiting for the tile, this will cost me money and project delays. No one at Floor & Décor seems to care once they get your money. If you try to call, the phone just rings and finally hangs up on you. I would caution anyone on doing business with Floor & Décor, no one at this store seems to care.

Pro desk at 75th store is pretty good, young store manager is a bureaucrat. Lazy, not helpful, not a problem solver. Don't expect much help in the rest of the store or loading anything heavy. They like to smoke outside front door and watch you do it yourself in the sloped parking lot and laugh. Expect to wait in line a lot and be locked out of store. Not a place for contractors.