Floor & DecorReviews of flooranddecor.com

Purchased approx 120/sq ft of Frenchwood Larch porcelain matte Brown wood-look tile planks for kitchen remodel. All total approx $900. Tile was installed in Nov 2020. After months of cleaning up construction debris/dust I began to notice every time I washed the floor this Brown color would appear on the mop pad, it didn’t matter if I had washed the floor twice before or just spot cleaned. I only use filtered or distilled water. On my hands and knees with a white towel I could see up close the Brown wood-look color literally lifting off.The pattern that gave the floor the wood-look & brown color was disappearing. After a month of trying to reach the “No Customer Service” I filed a claim submitted pictures of before (when tile was first installed)& after plus a video of the Brown color lifting off on a white towel. The claims person via phone tried to convince me the brown color on the towel in the video/pictures was the grout lifting. The grout is Charcoal. There was no charcoal color on the towel only Brown. Fast forward to F&D sending out an “Independent Floor Inspector “ at their request. Upon moving the refrigerator you could clearly see the undeniably difference in the color from the rest of the floor. It was like you were looking at 2 different floors. The report stated : the inspector found no manufacturer defects, the discoloration was due to maintenance related issues (The only maintenance was washing my floor with water.) and the “color transfer”was “soil” ( so my floor was dirty too) And to make matters worse this floor has been discontinued. As others have stated,I thought I was being pranked too by this ridiculous report. Since then I was informed I could hire my own independent inspector @ a whooping cost of $475. I checked…(just about the same price of the tile). This business does not care about the product they sell. It will cost you more to try to rectify the situation. Buyer Beware!

The worst experience. They don’t secure their loads. Customer service is the worst I ever had to experience. They don’t care about customer service quality. They are rude and care less about their customers! Asked to speak to a manager, came out he was as rude as the workers. Bad experience location at Rocklin, CA. Not going back to them!! Don’t recommend them to anyone !!!

I tried to just locate any locations near me but I couldn't do ANYTHING unless it let me put cookies on my phone. Nope. A person should be able to at least SEARCH FOR A LOCATION before trying to gather my info!! Turns out there aren't any in my state!!! Lame attempt to gather info that is irrelevant so they can get paid for selling my personal info with NO BENEFIT TO ME!

It obvious its not just me. After waiting an hour for someone to help load laminate i decided my 70yr. old bad back better get busy or it wouldn't get loaded. once i got to checkout an informed staff i would need assistance, once again nothing. I told them they had two choices get a loader or put it back on the shelf. I ended up pulling 800.00 dollars of laminate right in front of the mgrs. desk an walked out. Lazy late night druggies who could care less. SHOP ANYWHERE BUT F&D!

AWFUL. Their online, phone, and stores are not in sync. MESS. Placed 3 large orders. First delivered with a broke box, second cancelled a week later claiming they had NO boxes left, and third is now saying not enough tiles available to complete order. when you call, they tell you to use chat. when you chat, they tell you nobody availble to chat, use online, when you email them they don't answer. Call back and get hung up on. And round and round the customer goes. Waist to time, waist of money.

Sadly, I was most disappointed with my transaction and service from Floor Décor in St. Petersburg Florida this past month. We spent over $4,000. for marble tiles and supplies to put into our house. The person we dealt with seemed very friendly and helpful. But after purchasing the tiles trouble started. We ordered 288 tiles. Set up delivery. Upon delivery we found that 20% of the tiles were the wrong ones. After calling the store to try and correct it, they did not have the stock and I was not getting a resolution on the remaining tiles needed to complete the project we were doing. We hired a floor tile person and even scheduled them to come and do the job. After calling the store many times I was not getting a solution from the representative who sold us the tiles and materials. As a note, there were also problems getting our materials put together for the order. The person we were dealing with did not put in the order and I had to chase it. So I found myself losing confidence that I was going to get everything I had ordered in a timely fashion or even when. I drove back to Floor Décor (30-40 minute drive). And had to physically make sure the order happened. I again tried to get the full tiles order worked out. Another note, when I found that the person I was dealing with was incompetent and not on top of this, I called the manager. I was sent to what they call the command center. The person I spoke to was unprofessional and seemed confused and could not find my order. She also seemed irritated and annoyed instead of being in control and willing to handle whatever problems we were going through. I had ended up calling the command center two times and finally I asked for the manager. The manager was too busy to take my call so I left a message. The manger NEVER called me back nor did a representative of the manager. I had to go back to the original sales or store rep I was working with. It took 3 trips to the store, and 20 texts and 10 plus phone calls to resolve the order, get what we ordered in time for the installers to do the job. I want to add that the rep I worked with never got angry and maintained friendly relations and that was a good thing. But I had to continually contact her and prod every day to ensure it was going to happen. It took a few weeks after the order to finally get everything we needed and the order did end up being correct. I also did end up talking to the shipping person who was much more positive and seemed much more in control of our delivery. This was honestly a somewhat painful transaction in that if I did not stay completely on top of it, they would have messed up the order several times including the materials. The tiles we bought are very nice and without having taken every tile out of the box to ensure its in good shape and the correct style we ordered, I would say the products seem good. But the experience was unprofessional, and I felt that dealing with what I felt was incompetence caused me to have to work harder and stay on top of the purchase till I got it right. It caused unnecessary stress. They should have completely verified the order before shipping it to us. That was the first big mistake. Instead they sent us 55 tiles that were the wrong ones. Additionally the sales rep said that the store was short personnel and had trouble hiring. That made no sense. In these times it seems that there would be many qualified good people needing work or at least they could take the time to train people properly. It was obvious to me that the sales rep was either improperly trained or not qualified to handle our translation properly. This is horrible Public Relations for the store. Quality of service to me is vital to the prosperity of any company. I recommend that Senior management of Floor Décor seriously review your hiring & training policies & practices and upgrade them so that you deliver 5 star service. What I just went through in the past weeks is a big phat zero.

Floor and Decor sells tile cheaper because it’s defective. I had an install & had to have it ripped out because the tile was defective. We bought a different lot because it was a lot better but then found the ends were also defective. The tile was rated 4 out of 5. I guess you get what you pay for. The Nucor they highly recommended has a gap where the seems meet. I would not have used it if I knew. As the buyer using their contractors, you have the responsibility of the product. You have to return the defective product. I highly don’t recommend their products.

I bought 233 boxes of vinyl plank flooring spend $7,133 for around total 4500 sqf on 8/24/21. I went to returned only 25 boxes out of 233 boxes on 9/21/21 which I was not able to use and it was in box. They refused to return 25 boxes even though it was under 90 days returning policy. Manager Dan and another lady staff said that product was on sale at the time of purchase and can not return after purchase. He said it was posted by item where it says none returnable. I saw them a picture of item description that There wasn’t any sign anywhere says that you can not return it even if it is on sale or clearance. I have posted a picture in here when I bought. When I bought this vinyl plank cashier Ryan ( Associate No 68048) told me that I can return in 30 days since I was getting 233 boxes. Then they gave me customer service number which was never answered when I called from the store. I would not recommend to purchase anything from floor and decor specially from reynoldsburg, oh location or get better information about refund or return policy before you pay specially for big purchase. I am still looking for more flooring to buy for my basement tiles but now I am not going to purchase from floor and decor.