Floor & DecorReviews of flooranddecor.com

Too bad I can not give negative starts. STAY AWAY FROM THEIR PRODUCTS. They do not stand behind them or the process they want you to follow is definitely not consumer friendly. I bought some FairOaks Silver Dollar Oak Laminate on Nov 16, 2019 and had it installed by a contractor 4 or 5 days later. During the time the flooring was installed until July 11, 2020 the property has been vacant and no one has been inside except for showings by the realtors and their clients. It had been mentioned recently that there were one or two spots the laminate showed some places where it looked like the ends had lifted slightly but then during the inspection there were several places that definitely looked like it had bubbled some. Of course the buyer insisted that I replace the entire floor in the main living area or they would cancel the contract because they were concerned that if I replaced only the bad sections it might happen again. I sent a request to Floor and Decor customer service on Jul 21, 2020 and never heard a word from them until I called on Mar 17, 2021 at which time they said they did not know anything about it. First they tried to blame it on an email server issue then finally said I sent it to the wrong email address. Well I received the email address from the Floor and Decor store. When I finally did get to talk to a claim rep they basically said since I already removed the floor and replaced it because that is what the buyer wanted that the claim would be denied. Do you really think that a buyer is going to wait 8 months for Floor and Decor to just look at the floor. Below was their response: When issues arise in flooring projects, it could be a problem with the product, a problem with the site itself, or a problem with how the installer installed the product. There are a number of variables that effect these projects. To narrow down the cause of an issue, Floor & Decor has a claims process for the customer to provide pictures, background information and details on the alleged product issues so that Floor & Decor can present the issue to the flooring manufacturer, if appropriate. Manufacturers also require an inspection from a third-party inspector who is certified as having experience in that product type. Given that we are unable to inspect the flooring in this instance, and thus move forward in our claims process, Floor & Decor must deny your claim at this time. Again make sure you are ready for the run around before purchasing from this company.

St Petersburg FL store, had to make a return and didn’t have the receipt. Cashier Hollie tried so hard to help me, and manager Sandra saved the day with a LOT of effort. Took an hour to resolve but I’d return to this store because of their great service!

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. .

Staff is about as useless as a football bat. They are too lazy to check inventory. I’ve spent way too much time driving and on the phone with customer service which is a joke in itself.

The product we picked out wasn’t available locally and shipping from store to store was $133 from EACH store. We reached out to corporate three times to see if we could find 6 boxes anywhere at the same store, but got no response. We finally spoke with someone at a store yesterday in Ft Myers who confirmed that they had 60 boxes in stock. We drove 2.5 hours to get there today to find that they only had 5 pieces. We’ve spent countless hours calling, e-mailing and then a 5 hr round trip to the store with nothing but frustration to show for it. Worst customer service ever!

Purchased 2000 sq ft of their Duralux vinyl flooring. Had major issues with planks not locking together properly. been dealing with customer service for six months to try and get a disposition of whether or not it is defective and I am getting nowhere! Terrible product and customer service. Should have gone with someone else.

Kennesaw Store: After we were literally seconds from leaving due to 2 customer service associates that had no idea how to help, my wife thankfully reached out to Brit. Since I'm a computer nerd and have no clue about bathroom floors we needed major help. This guy literally educated us, found us the tiles we needed, the grout that he recommended, cut the trim for us, and even helped us to the car. He's the man!

We purchased white bamboo flooring from the Roswell, GA Floor & Decor in May of 2019. Within months, some of the flooring began to yellow. Less than a year after installation, it was bad enough for us to notify customer service. We have been fighting with the company now for almost a year. Months went by without hearing back from them so we finally opened a case with the Better Business Bureau. Finally, they sent out an inspector who determined it was sun damage and not covered under warranty. ANYONE who looks at the pictures of our flooring would agree this is unacceptable for a home. The worst part is not all of the flooring is doing it. So, we have some white planks and some yellow. It looks terrible. They refuse to do the right thing and have only offered us about 10% of what we paid in flooring and installation to make it right.