Floor & DecorReviews of flooranddecor.com

Placed an online order with the assurance that it could be returned if not satisfied. But they have no way to return the order by mail. I was told I need to carry it back to the store. We have no local store to return it to and the closest one is 90 miles away. I got this information by calling that store because the customer service line doesn't have a option for returning an order. WON'T USE AGAIN!

I have had a total of 3 online orders with Floor and Decor and had issues with all 3. The first order I had an item that wasn't at the store I requested pickup from, so they had to get it from another store. For some reason I was charged $140 in shipping fees for this item. When I called the store they told me they couldn't help me out and I had to call the 1-800-number. When I called the 1-800-number it was determined that they were shipping the item that was on backorder from a store that did not carry it. If I didn't call, I would have been SOL. My second order I scheduled a pickup for the next day. I was never notified on the day of pickup and went to the store the following day and purchased one of the items I requested. The other items I requested were all broken in pieces. I had to go to a totally different store and get those items. My third order I also scheduled for pickup the next day. Again that day came and went and I received no contact from Floor and Decor. I called the store and the item I requested was not available, even though it said it was available when I ordered. Fortunately another store did carry it, but I had to travel an hour and a half out of my way to get it. The worst part in all of these instances is that I had to contact the 1-800-number. Every time I contacted them it took at least 45 minutes on hold before I got connected to anyone. They were able to help me out each time, but that 1-800-number is a complete joke. And the communication between the store, the 1-800-number, and myself is a complete mess. The customer should not have to be so proactive to resolve any issues that arise. If I never called the 1-800-number I might still be waiting on all of my orders. That is not how a company should work. I really hope I never have to get something from Floor and Decor ever again (or I better hope they have what I need in my local store), because the whole process is ridiculous and frustrating.

I bought my porcelain tiles online. They were shipped from New Mexico. I had several damaged tiles, so I submitted a claim for replacement tiles. I received a case # with the assurance that I'd be contacted in 5-7 business days. No one ever contacted me, so I attempted to call and email to inquire about my case for replacement tiles. After weeks of trying to get answers, I purchased the replacement tiles. I didn't want to further delay my install. I love my tiles, but the customer service experience was terrible. The employees in the store were very helpful. If you're going to purchase from floor and decor, make sure everything is in a nearby store.

The “pro” from the Sterling Heights store recommended Nucore as the toughest floor and would last forever. I bought $3,000 worth of flooring. When my contractor tried to lay the flooring every piece in the first box the connecting end broke off. The second box was the same. My contractor went to the store to tell management what was going. They admitted that was a problem with Nucore and they just discontinued it. I returned all of the flooring to get something different. They did not want to give me a refund for the opened boxes for a flooring they admitted was faulty. The other policy the store has that I believe to be wrong is, when you pick your flooring you need extras, such as transitions, and corner round that matches the floor. Those products are special orders and there is a $20 delivery charge. It might be acceptable if it was delivered to your home but that charge is to pickup at store. I was 2 ft short on one transition and needed to order one more. It cost $47 for that one piece and I had to go pick it up! It’s a horrible policy and I will not recommend anyone to go to floor and decor. The store is beautiful and they have a lot of products. The employees were all friendly, but I wouldn’t trust anything they recommend. They are not “Pro’s” A job that should have taken 2 days lasted 2 weeks because of Floor and Decor store policy. That also cost more with the contractor having to go to store and wait for the products to come in. .

Their carrier lost a pallet of tile that I had ordered. In addition to numerous calls to the carrier who just kept telling me that they couldn't find the product I tried to contact the Floor & Decor customer service center for 10 days straight. No answers. No return call (yes, I requested a call). Not even a response to my Chat. I finally was able to get “Customer Service” when out of desperation I spoke to a Manager at our local Sarasota Floor & Decor store named Dan. He was wonderful and did the job that their "Customer Service" department should have done in the first place. Even though the order did not come from his store he located the problem, suggested a solution and contacted the folks at the St. Pete store where the order had originated (who were also helpful). I received a replacement pallet the next day. The 2nd star is a nod to the fact that their store staff and managers did a good job of resolving the problem even though it was not there job to do so. Two days later (weeks after the order was made) I got an email from "Customer Service" telling me that they had become aware of the missing product and asked me what I wanted to do about it. I told them it was already resolved and added in great detail of all the hassle I had to go through. I got a (defensive) one-line note back saying that she only finds out about these things when the carrier lets her know. No apology. No, "I am so glad your problem was resolved". Like I said, appalling.

I went to Moreno Valley store , there was no one to help and the associates were having good time in the back. This is a second time I experienced this , so it was not a coincidence.

Good prices but they do not honor their warranty. They essentially block warranty claims by forcing you to pay a flooring inspect several hundred dollars before they'll proceed with a claim. Purchased the Aquaguard laminate in February 2020 and the boards have already chipped in many places and started to delaminate in others. After waiting on hold for nearly an hour to get ahold of someone at customer service I was told to fill out extensive paperwork documenting the faulty boards and provide pictures. After completing that then I was told several weeks later to hire a flooring inspector, who then had to find the flooring at fault, before they would continue with the claim. I was forced to drop the warranty claim at this point as I could not afford a flooring inspector. All that talk about how they stand by their product...

I would say the products and service in store is good but service online really nreds to put attention and isn't transparent. I placed an order online and the product was available in other store so costumer service switched the order to the store whee was available . Costumer service made the commitment of next day deliver because I was paying $ 200.00 in addition for deliver. The day pass by and the order wasn't deliver. So i call the store and they promised the next day will be loaded and deliver. 3th day after I call and the warehouse inform the trucking company has not arrived and 4th day the truck didn't have space, on the 5th day R&L carriers late in afternoon pick up the order, so the tracking turn to R&L. Costumer service R&L call the next morning and inform the deliver will be made two days after . So I purchase deliver suppose 1 day turn to 8 days, The warehouse personal is not courteous and hang up my call several times. Sp if you plan to purchase online take at least 10 days to start your project.