Floor & DecorReviews of flooranddecor.com

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 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.

Floor and Decore Is beyond a double the worst company to deal with in the universe. My husband & I traveled to Sarasota to purchase material for a bathroom from Sebring. We worked with a Design person who obviously was more worried about his up coming lunch, than helping us. Unfortunately we felt he was the expert and took his suggestion. When we picked up the materials a hour later they were loaded in our car! When our contractor started our job , it was then we realized we had two different tiles. That was the beginning of the end. When we called customer service we were rudely hug up on, and after several tries we’re told our tile was know longer available, We ourselves called several other stores only to find it in Brandon (they were helpful ) . I would strongly advise others to shop elsewhere. . They do have great variety in tile and flooring etc. however the worst customer service in Florida!

I don't know who's worse, Floor & Decor or FedEx. I bought a tile saw from F & D last Monday (8/17) and they shipped it via FedEx the next day. FedEx LOST the shipment. I called F & D a couple of days ago and they checked and verified that the shipment was lost. I spoke with a woman in the Everett "Command Center" and she said she would have another tile saw shipped out immediately via another carrier and would call me with the tracking information yesterday (8/27). I never heard from F & D yesterday so I just called. NOTHING HAS BEEN DONE. I spoke with the same woman in the Command Center and she said she could have a tile saw shipped out to me but would have to use FedEx? WTH? She didn't even bother to apologize FOR NOT DOING WHAT SHE SAID SHE WOULD DO. She said she just got approval from her manager to ship another tile saw out but he would not allow her to use another shipper. She didn't have the common courtesy to follow up with me to let me know what was going on AS SHE SAID SHE WOULD DO. I'm sorry, but I AM PISSED. I need the tile saw for work I'm doing on a cabin and now TWO WEEKS LATER I STILL DON'T HAVE THE TILE SAW I PAID FOR 2 WEEKS AGO! I told her to refund my payment and now I'm looking for another vendor.

Floor and Decor has a wonderful staff especially Joe he helped me organize my flooring ideas that I couldn't think of that he did to help me complete my tab I am so proud of him you all should be proud of him to have an employee working for you as its parents as we need more people in Workforce like Joe wonderful fella from Kimberly Morris

Floor & Decor Case #02344932 Horrible experience. I would NEVER recommend this store. I spent hours on hold. They say in their recording they have all in stock, then I am told I need wait weeks and on top of it I need pay extra 150 bucks for shipping. I was just ordering cement and grout. So when I finally went to pay my card was accepted, the payment went through, I get an email from my bank right away in real time. Then the lady tells me I need a USA address for the credit card. She said she can't sell me the product. Just over 4000 bucks. So I said forget it. Done with you. Went to Patriot Flooring,(George at West Palm Beach who is awesome) got the same order in fast and less the a week it was delivered and saved 300 bucks.

I just had a very bad experience for picking up orders at Floor & Décor Elizabeth store today! 1. Made me wait for 30 minutes without looking for my order. I arrived around 2:20pm and gave my pick-up sheet to a red hair middle aged Caucasian woman (may be in her 50s, I wish I got her name), she told me to wait. I waited at the pick-up area by the gate for about 30 minutes until the other customer who came after me got his items and left. I asked the staff who helped him where my items were? He looked at his device, my pick-up order was not there. He went to the office and got the order. So, for all those time, 30 minutes, that red hair woman did nothing for my order, and just made me wait, and I think she forgot about it. 2. Brought me the items I cancelled a week ago. When the staff brought me my orders, they were WRONG ones. I cancelled a few items last week when I picked up half of my orders, they made changes on the paper and printed out the new one that showed what I was going to pick up next time which I gave it to that red hair woman. After waiting for very long 30 minutes, they brought me all the items I cancelled and missing the ones I added!! 3. Made me wait for another 30 minutes because they could not find my items that I added a week ago. The staff went back to the warehouse to find my orders. I kept waiting by the gate, and no one said anything, I mean no one told me what was going on, just kept me waiting in 90-degree heat. I saw the staff who was helping me walking around the warehouse, I asked him what was going on, he said the items were showing on the computer, but they could not find them. I mean should not all my items be ready by now! After another 30 minutes, they finally found them. 4 That red hair woman made the situation worse. The service from that red hair middle aged woman was not professional. The wait would not make me so upset to write a bad review. I understand sometimes things happen. But her cold facial expression, unfriendly service, and unapologetic attitude made the situation worse! After they could not find my order, I went back to asked her my order sheet back, she did not explain to me anything and just walked away from me to the warehouse. She was so rude and that was not the worse of her. 10 minutes later she came out from the warehouse and walked towards me, I thought she was going to say something. No, she was just looking at the item numbers, the items were on my trunk, and I was standing in front of it, she looked pass me to the items without having eye contact nor say a word to me, then just went back and disappeared to the warehouse again! So unapologetic and rude after she made me wait for 30 minutes and forget about my order. If she or anyone just say something like: “we are looking for your order, give us a few more minutes, we’ll be back with your order”, I would not be so upset. I arrived around 2:20 and left at 3:40. No one said anything, no one apologized for making me wait for over an hour for picking up items that I ordered a week ago. Not a word from that red hair, not a word from a store manager that I filed a complaint with after the staff and that red hair disappeared at the warehouse, and other guys would not help me either.

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.