Floor & DecorReviews of flooranddecor.com

Sept 2021. Took the day to go in person to order 18 boxes of hard wood flooring. Store computer had 39 boxes on site. Store employees confirmed there were over 25 boxes on store computer. They searched while I waited and found zero. Was told that another location had over 25 boxes. Called over a dozen times and never answered. I contacted the company chat and was cutoff before I completed my concerns. I’m very aware of the times we are in, but that should not impact the most basic service which is actually allowing a purchaser to purchase your products. I am also well aware of the tiny $2000.00 purchase they lost by me not being able to order, so I guess these huge flooring companies just don’t care.

This is the worst customer service I have ever had the misfortune of experiencing. Web department does not talk to store that delivered the product. Wrong stuff sent to us and will not pick it up. no credit given. I have done 5 orders with Floor and Decor. Three of them have been incorrect. Absolutely the worst organization for a company that I have ever experienced. I wish them well, but I do not think they will be around long with this kind of service. Good luck and good bye

We ordered flooring from the website. Our order was sent to a store that didn’t even have the full stock of what we needed. We found this out 7 days after our order was placed and we hadn’t received an update, and after hours of being placed on hold. After finally getting in contact with a store, the purchase was transferred to another store that had our full stock. We called that store to check up on the status, and they had our purchase date listed as the date the order was transferred (now 8 business days after we had placed the order originally). This meant that it will take a further 7-10 business days before delivery. After speaking with an associate (after being placed on hold for an hour), we were transferred to the Fullerton location warehouse, where we were placed on hold for another hour, before the call was dropped. Terrible company. How does the purchase go to a store that doesn’t have the full stock? And the purchase just sat there for 8 days with no update. Ridiculous.

Worst customer service under staffed in store. There outside source for measuring in install is horrible never showed up for appointment and not Evian phone call. NJ Elizabeth Store

Hello There, I placed an order for stairs solid wood with Mission Viejo store. After one month of waiting, they informed me that my order is ready for pick up. I scheduled installation and arrange a pick up person for 2 days before installation. Unfortunately, when I showed up at the store, they couldn't find part of my order. After more then an hour, I was informed that my wood is lost. I was promised that next day I will have wood expedited from other store... They suppose to inform me by phone and e-mail about the status next day. Nobody called... they do not pick up phone either. Consequently, I had to cancel my installation. I don't think they are unable, they simply don't care!!! Here we are, it's already September 22nd, received wrong wood that doesn't match the "Nose". I cancelled the order al together. I wasted 2 months... 4 trips to the store, and countless phone conversations. Stay away from Floor and Decor !!!

Worst customer service, I bought 2300 sqf. Porcelain floor with them. First I wait for almost 45 min. before a employee show up for help me, second in the web site show like they have plenty tiles for cover my need when I be at the store 15 min. later they don't have the amount the web site show. Third takes almost 3 days for get my order ready for delivery. Fourth I set a date for pick up paid a delivery guy for pick my order when he went they said don't have any delivery with the order # for that day, that cost $275 is not after 5 day I don't get my tiles. That without the issue they have with the phones nobody answer the calls. My excellent experience was in Orlando. Florida Store.

if you order online you are in trouble. I ordered 10 boxes of porcelain tile and 10 of the boxes arrived broken. I've been trying to contact them for 6 days now, and I spend over 3 hours on the phone and no one cares...

Wow. $13,600 paid for flooring - what a mess. Where do I start? Ordered online, payment accepted. No order number received, no email sent to me to confirm. No answer when you try to call the store (Riviera Beach, FL). I've called 5 times now (Aug 2021) - no answer. I've tried to chat online - no agents available (8-30-21). I've tried to check the order. On the main site, it shows "not found", on the chat function it shows "complete". No email or call received that is was complete. Really?