Floor & DecorReviews of flooranddecor.com

I have a pro account with floor and decor. I made a large wood flooring purchase in April of this year 2025. I specifically asked about being able to return unused product after a long duration. I knew the project would not be completed for 5 to 6 months. I was told there was no problem with returning the product. Prior to returning the product, I called the store just to confirm and was told yes. Normally there is a 90 day return policy, but in this case they would override that and I could return it. I drove two hours with the product to return and when I got to the store, the manager approved the return, but the corporate policy prevented them from approving my return. I was told I can only get store credit. As a professional remodeler, I often have projects that extend for months. This is money that would be returned to the client. This policy is unacceptable to me, and I will not be using them in the future because of their corporate policy. Especially when I was told that everything would be approved and then to find out the opposite. UPDATE as of Sept 22...... Floor and Decor apparently uses TRE, a third-party company to monitor, approved, or disapprove returns in order to reduce the amount of fraud returns. For whatever reason, TRE decided to disapprove my return. I ended up writing a letter to F&D's customer service department asking that this matter be escalated to someone who could override that decision. I was contacted the next day by the store's pro manager who was very helpful and apologetic. In the end, my return was approved despite TRE's decision. Thankfully, level heads prevailed in this case.

Good selection and prices. I found exactly what I needed for my powder room project. The staff was helpful, but it took a while to get assistance. Overall a solid experience — I’d shop here again. — Mary Winslow

My husband and I went to Floor and Decor in Peachtree City looking for tile for a guest bathroom. We were new to this new store. We were paired with KeKe. KeKe is personable and has a good attitude. We told her about what we wanted. She was patient and walked us through tiles that matched our vague specifications. Any question we had she answered or went to find an answer. We bragged on KeKe to Sam, he was were complementary of her. Sam was nice and helped load our truck. Sam and KeKe have benefitted from good Customer Training.

I shopped at the Colony TX store today looking to match and replace my shower floor. Our original tile was out of stock but Miss Cindy looked at my photos and helped pick out a new coordinating tile. She even walked us around the store and showed us grout options. Miss Cindy was patient, kind, extremely helpful and she knew her stuff. I would totally recommend her designer services.

I'm can't say that the local stores in San Antonio were unacceptable. Actually they were very helpful and prices were comparable if not cheaper than most places. My gripe is the 3rd party credit card company's they were rude and we paid our bill of but then with the bill paid the charge me a 10 finance fee after I paid the bill off. Your gonna be rude and abnoxious over 10$!! Floor and decor.... stick with companies that follow your great costumer service.

We had a major customer service issue. The store manager went the extra mile, called me on my cell phone, met us at the store, fully resolved the problem, and gave us a very genuine apology for the problem. What could have ended very badly became a non issue and actually improved our impression of the store overall. Good management!

This is the 3rd time at the Nashua store. First 2 visits were terrible; actually had a rude and condescending manager who I rightfully got fresh right back with. My last visit today (01-31-21) wasn't going so well until Cole finally helped me. The first guy wasn't too interested in helping me but he asked this young man Cole to help. He was the most courteous and patient young man and I certainly was not an easy customer due to frustration of them not having what I needed in stock. Cole finally found what I needed. I'm not sure this is where I leave a review for him to get acknowledged for his outstanding service but his associate # is 62093. Ask for him if you go to the Nashua NH store. Other associates are not very helpful.

I purchased some flooring from the Paramus, NJ store in August 2020, I purchased too much. I returned what i did not use. When I checked my receipt after leaving the store I noticed that i was missing credit for one item. I tried to call the store the next day several times but the phone just rang. I sent three emails to customer service dept. i finally received a call after my third email. I called the store again after a week and I finally got someone to pick up the phone, his name is Rick. Rick took my phone down just in case we got disconnected. I explained to Rick what happened. He took down my customer number. He said that he would call me back which he did within 10 minutes. He left me a vm message stating the a credit will be issued to my credit card. I just want to say thank you to Rick for his great customer service. I also spoke to the store manager today after sending him a second email. He stated that my first email most likely went to his junk folder. Funny my second one did not but anyway, I received my credit. I hope they fixed their telephone issue. Thanks and stay safe. Mercedes Robinson A Happy Customer