Floor & DecorReviews of flooranddecor.com

This review is not for Floor and Decor but for the tile I purchased there. The Festival Metro Glossy White 16" subway tile SKU 100837111. This product is horrible. The tiles are bowed so they don't lay flat and the finished result looks terrible. My tile guy did an awesome job laying it but couldn't change the fact that they weren't flat. The end result is a basket weave appearance. I can't afford to pay for the labor again to have it redone. I have white 4x16" tile in my kitchen that the builder installed and I love it. Totally flat and smooth. I have seen this tile in so many homes and on design shows and it looks amazing but evidently this is a defective brand. Wish I had gone to Home Depot and bought the Daltile brand. Beyond disappointed and frustrated.

Buy new bamboo floor and we find out some floor are different widths and make some areas a big gap, we end measure every single part to minimize the problem, when i collet the useless parts a return, they not accept the parts back. What a company i will never buy again in this place

They shorted me at least 7 boxes of hardwood and I have been unable to contact anyone for assistance. We ordered 96 boxes of hardwood to redo our entire house. I received 93 boxes and 6 of those were not even full.... I have sat on hold for customer service 40 minutes one day, 20 minutes another. Waited in line for virtual assistance 30 minutes. Left two emails and have waited over 72 hours with no response. I now have left a voicemail with the store requesting assistance.

Floor and Decor’s aftermarket service is extremely poor to say the least. I want to believe if the executives knew the details of every claim from customers and the performance of its employees resolving issues the company would try to improve. I purchased bamboo flooring with 40 year warranty, all the tools and materials recommended for the installation by the Floor and Decor personnel from Floor and Decor. Months later the floor buckled, warped, cupped and scratched easily, lost its shine with normal house traffic, needless to say I have wood floor and those have never suffered any damage. I started a claim since July 2020, providing all the information they requested and proved the floor was defective and inadequate and should have never been recommended by Floor and Decor’s personnel. I spent a lot of money and the company will not honor warranty as of yet, still waiting for Floor and Decor to respond and really hope they come through. This is very disappointing coming from a high revenue and profitable company. Needless to say I will never purchase from them again unless they come back with favorable outcome. It was a huge sacrifice doing this renovation for my home and that money went to total waste, now I have to bear the extra cost to remove, buy new floor and install while Floor and Decor shows no accountability and instead tries to discredit the information I provided so they do not honor the warranty, they are clearly in breach of their warranty. I loved going there but they do not seem to care for their customers once the purchase is done.

Very, very bad customer service at the Orlando store. I guess employees only care about their check not the customers. They'll need to be retrained, maybe that's why pro customer like me prefer to pay more in another store. Service should've your #1 priority. Thanks.

Customer service staff is poorly trained. I had a simple question, What's the status of my order? Other than "Uh, I don't know" I got a better answer from my dog listening in on my conversation. Still waiting for a call back from a supervisor.

Horrible experience. I would NEVER recommend this store. I spent hours on hold waiting for the floors I bought. Don't waste your time ,good price but the worst customer service..

I ordered 167 boxes of tile (totaling 835 pieces) online from Floor and Décor. I ordered slightly more than needed (as they recommend) to ensure that we had enough tile. I paid over $550 to have it delivered. In the initial delivery (which was a Thursday), they said they forgot one pallet. They delivered that pallet on the following Monday, but we were still missing 34 boxes (170 pieces of tile)! My contractor started the work, and we got to the point where we ran out of tile. Floor and Décor had not yet delivered the missing 34 boxes, so I had to pick up an additional 20 boxes at the local store in order for the contractor to be able to finish his work. Our project was completed so I assumed that considering they haven’t delivered it yet, Floor and Décor would simply refund my money. I spoke to people at the El Paso warehouse that shipped the order and they told me that someone would get back to me. Nobody did. Instead, a couple days later, a FULL MONTH after the original order, a truck pulls up and drops off a 2000 lbs. pallet containing the 34 missing boxes. I called the main customer service line at Floor and Décor to explain the situation. By the way, it took me being on hold one day for 2 hours before I hung up because it was finally passed their closing time and the second day over an hour on hold. Terrible staffing and business model for service, by the way. When I finally got to speak to someone, I requested that they send someone out to pick up the tile and refund me. I was put on hold while the rep talked to her supervisor. She came back and told me that I would have to pay for the pickup! I told her that I wanted to speak to her supervisor. After another 10 minute hold, the supervisor, Tiffany, picked up the phone. She explained to me that since I went to pick up 20 additional boxes to finish my job…even though it was because Floor and Décor didn’t deliver everything on time…she wanted me to pay for the return of 14 of the 34 boxes. This totaled over $150. The money really isn’t the issue here; it is the principle. I could see that they are trying to squeeze every dollar out of the deal and providing terrible customer service to boot. Therefore, I clarified that she was willing to pay for 20 boxes to be picked up. She confirmed. So I told her to send a truck to pick up the 20 boxes and not to charge me anything. I would return the other 14 boxes personally to the local store. Since the supervisor noted the call was being recorded, I indicated to her that I was recording as well. I have the full recording for anyone interested in hearing it. Based upon my experience, I will never purchase anything from Floor and Décor again and will urge anyone I can to avoid them. Trying to get me to pay for their screw up is ridiculous. I hope that the rest of the process goes smoothly, and I will provide updates as they become available.