AUSTIN, TEXAS -- I purchased hardwood flooring that they had incorrectly labeled as another floor. On 8-23-2010 I purchased approximately 1100 square feet of Kempas rustic hardwood flooring from Floor and Decor. They had mixed up their displays showing the floor I chose under the wrong name--a floor I specifically said I did not want due to the "patchwork quilt" effect from all the different colors (otherwise known at Floor and Decor as "rustic"). The sample floor I selected had the name "rustic" on the display but it was NOT the Kempas rustic floor that I was after--Floor and Decor's mistake. I didn't realize the mistake until the installers arrived to start.
At this point the wood had been in my house for 5 days so it could acclimate. All my furniture was outside in 100+ degree heat. I went back to Floor and Decor and finally convinced the wood "manager" that I had not changed my mind but in fact it was the wrong wood. The managers and individual associate involved knew I was objecting to the multi-color effect. When they realized their error they offered me another floor (Brazilian Walnut-rustic) which they had originally said they did not offer any longer--anywhere.
The second floor was in San Antonio and after a lot of complaining I got the installer (a different company) to make the 3+hour round trip to pick it up and deliver it to me that same evening so we could begin the acclimation process. The second floor, while a different wood, also had the "rustic" name on the box but the sample that was shown to me at the store did not have that "patchwork" effect and the store display for this 2nd floor measured roughly 6'x6'-not a small display (If in fact the display is the same wood, I imagine they've cherry picked the wood to make this display seem more homogenous).
After the 2nd floor was delivered I opened up several boxes and was satisfied it was pretty much the same color of wood. 2 days later when the installers again arrived and started installing the 2nd floor I realized it was the same thing-patchwork. Back to Floor and Decor to complain at which point everyone got very defensive. After looking through their selection I decided I would cherry pick through what had been delivered and cull out the most offensive boards.
Floor and Decor would then sell me more boards after another 3-4 days to ship it from San Antonio and another minimum of 2 days to acclimate. I wasn't able to cull out enough boards to even cover one room. With all my furniture outside in the weather and a 4.5" rainstorm that came through Austin I could not delay any longer and was installed a floor I specifically did not want. This was my mistake. My belongings were taking a beating. I feel they've engaged in deceptive trade practices including bait and switch.
In my 3 visits to Floor and Decor to try to iron this thing out they had yet to rectify the display until yesterday (9-7-2010), and that was only after I commented for the 3rd time how surprised I was that they still had the "mistake" displayed with all the wrong information.
POMPANO, FLORIDA -- I had been a frequent cash and carry customer, but this time I placed a big order for them to store until renovations were finished on my home. I was hesitant but the staff assured me that storage even over a year would be no problem, so I plunked down cash for my order, and was able to get half the order over several months. Well, renovations are finished after a year and when I go to retrieve my partial order, the last six times I try they can't find it. Last week a manager informs me "you picked this order up a long time ago" (I think I would know if I had an extra 200 floor tiles hanging around my bungalow.).
Finally reach the general manager today who informs me that I basically entrusted them with this order, and that storage is their favor to me, and after a year it is not his problem. For future reference there are plenty of reputable discount floor stores around. No need to go to Floor and Decor.
CLEARWATER -- Never again will I be purchasing from Floor & Decor. After driving an hour and a half to collect $500 I was informed would be waiting for me upon arrival that I was overcharged by mistake, I was told it was already credited to my account and will reflect within 5 days. 5 business days later, the money was not there. I called the store and was told it was credited to gift cards. Gift cards??? And if I wanted it back in my checking account, I would have to wait up to another 7 days. There was no apology for driving out of my way for my refund that was not in fact refunded.
When the situation was escalated to management, it was implied my story of physically coming to get the refund was fabricated. In store management communicated to corporate when they tried to refund to my card the first time, my card was not working... yet again another lie. I was treated as though it was my mistake they were bending over backwards to resolve and I have inconvenienced them. Absolutely insane! 8 days and multiple lies later, I am on the verge of taking legal action!