Floor & DecorReviews of flooranddecor.com

We bought a granite counter top that starting chipping 9 days after installation. They customer service called them "natural pits"; the edges of the counter are chipping....not covered under warranty they tell us. Do not under any circumstances buy anything from this store.

Terrible customer service! Staff at front desk treat you like trash when you make an order, but I see where they get that poor attitude from. Maybe poor work culture because the manager, Tevin, in the Henrietta branch, does not return calls. I placed an order for my flooring on August 27 and was told 2-3 weeks. The salesperson called me a few days ago asking me to cancel my order. I said that was impossible because the floor started and my stairs were ripped up waiting for the treads. She said the manufacturer was not responding to her call regarding my order. After I spoke with my contractor about other options, this lady called back to say "I'm sorry the order is in process" and will be delivered on September 23. It's been almost a month and my stairs are not done. So I called to make a complaint and on two occasions spoke with the supervisor, Matt, who said I needed to speak to the store manager, Tevin, for customer satisfaction/resolution. It's been 3 days later and I'm still waiting for Tevin to call. I've called several times only to be told he's in a meeting or has just left for the day. Please avoid this store at all costs. I normally go to Home Depot or LL Flooring but decided to try this new store. Terrible mistake!!

Terrible Customer Service! I placed my order online in the morning and never got a update for my pickup so, I called the store and they said just come in and then they would start pulling my order? I waited about 5 hrs then I went into the store and was told by Sam who said "he was loading dock manager" that he had 4 people quit on him last week is the reason why they can start getting people orders ready? Bad customer service left me very angry, sad, and dissatisfied.

Very bad product quality. Worst customer service. Avoid this company at any cost.

Buyer Beware!!! We paid Floor & Decor over $4,000 for hardwood flooring (Acacia Burlywood II by West Ridge). This is a product made in Vietnam. Not long after installation, we noticed significant gapping that got progressively worse with time. After filing a claim with Floor & Decor, they required that we have an inspection completed by an independent licensed professional, which we did. When that inspection revealed that the product was defective as a result of manufacturing/milling issues and out of spec, the claim was still denied. They then required that a second inspection be completed by one of THEIR inspectors, and... shocker... the result was effectively "inconclusive" as to what caused the gapping. On top of that, rather than stand behind the claim themselves as the retailer, they reached out to manufacturer who indicated the gapping could have been caused by any number of factors. Again... shocker. The product was allowed to acclimate properly, we have no moisture issues in our home and it has always been climate controlled. There has been no response from any party that it was an installation issue, so there has simply been nothing done by Floor & Decor outside of shirking their responsibility to their customer and not standing behind their product. Here's the best part- they did offer to pass along a $1,500 credit from the MANUFACTURER, but only if I'd sign a release of culpability on both the manufacturer AND Floor & Decor. When I agreed to release the manufacturer in exchange for the $1,500, but not Floor & Decor because they've offered me nothing, they denied and have held the $1,500 for ransom as well!!! This is a big box store that will take your money and cares nothing about whether or not the product is of any quality at all. I welcome any inquiries about specifics and am happy to share information to help protect anyone else from falling victim to a similar situation.

30 year warranty is a total scam. It didn’t make it 30 months. The process you have to go through is insane for them to deny you anyway for totally bogus reasons. The flooring is suppose to be DIY and fairly simple to install. No where in their instructions does it say to do what they use as an excuse to deny your claim. Almost $3000 loss. It’s total %$$#@. I bought Duralux and it expanded WAY more than it should have and buckled. Eight separate rooms, some with no one and nothing in them. There were thresholds so each room was a separate entity. ALL of it failed in the same manner. BUYER BEWARE!!!

Floor and Decor has POOR quality in service. I ordered tiles at the the Floor and Decor Lawrenceville store in NJ yesterday afternoon. My contractor picked them up and found the store prepared WRONG tiles (of lower quality) and BROKEN tiles. I called the stores 9 times this morning and no one picked up the phone. When I contacted the Floor and Decor headquarters, an online live representative blamed me for not double checking when I picked the tiles up. Now I have to drive back to the store to see if the store has enough store of the type I ordered....I'd recommend to stay away from this store.

Bait and switch on laticrete product I couldn't get locally. Every search they had advertised they had the product. Ordered it from their website after checking three times if they had it in stock. Order goes through they get money. And the stock disappeared. Went through customer service they said it will ship it immediately or I will get my money back. They print a shipping label putting it in the "shipping process" and that is it. Can get refund will have to wait. I should have driven the 8 hours to pick it up instead of trusting these bozos.