Floor and Decor Consumer Reviews

DRAPER. UT -- In October of 2016 we purchased 15 boxes of the AquaGuard Premium Laminate Flooring with the Expresso finish. The floor was finished in November and the following day we noticed some of the planks had an unusual filmy finish which under certain light looked like cheap plastic rather than the advertised "looks and feels like real hardwood".

On December 14, 2016 we sent the first of 3 emails to Floor and Decors Customer Service (Ticket numbers: 219198, 217710 and ticket 225390). We waited a couple of weeks but NEVER received a reply to our concerns. To this day F&D has not acknowledged nor apologized for the horrible customer service.

We then went to F&D's Draper, UT store and asked for the store manager. He did listen attentively to our complaint and agreed to help us find satisfaction but unfortunately we got kicked back to customer service. The person who contacted us had little or no product knowledge and zero compassion for our dilemma.. We were sent a claim form which we filled out and returned. After a month of emails we were eventually offered a couple of boxes of laminate if we would sign a release form but they refused to pay to have the bad product removed and reinstalled. They said the warranty which is printed in a small light gray font on the advertising piece enclosed with the laminate that the customer is responsible to inspect the product prior to installation. That would actually make sense normally but does not apply to our situation. In our case you cannot tell good planks from bad in sunlight nor at many angles of light and you cannot see the defect until the bad planks are viewed in relation to the adjoining planks. In all our dealings with F&D they never admitted nor acknowledged that they have a severe quality control problem.

Had F&D had the courtesy to visit and inspect our problem, this would have been obvious .Please see the attached 2 photos to see how defective the bad planks are.

F&D has a great section of products, are very helpful selecting the right product for a particular application but if something goes wrong you will experience horrible customer service. In the future we'll buy from a dealer who cares about the customer.

MIAMI, FLORIDA -- The service of floor and decor has been absolutely terrible. I bought some backsplash at this store and they didn't have enough, when I asked an employee if there was more in the back he said no. he suggested to me to buy what they have at this store and then go to the Doral store to get the rest that I needed. This is exactly what I did. When they installed the backsplash it was THREE different colors! The backsplash was gray, white, and off white. After spending so much money on this marble backsplash I was extremely disappointed. I called the store and explained what happened the manager told me I had to send in pictures and my receipt to submit a claim to the claims department. The claims department (Ebony Jackson a claims and escalation coordinator) then emailed me to fill out a claims form on Feb. 3rd 2020 I sent it back Feb 4th. 2020 to the same e-mail. On Feb 14th I sent a follow up email because I had not received a response. This is when Amanda Cochran (Claims and Escalation Specialist) replies saying they received my email and to allow 24-48 hours for them to contact me about the next steps. On Feb 20 I received a call from Amanda Cochran, but I was at work and was not able to answer. I was able to call back around 12pm and she did not answer, I left a voicemail. February 24th I have still not received another call or e-mail, I e-mail Amanda letting her know I have called several times and I have not received any response to please call back, I even gave her an alternative number in case I was working and didn't answer. On Feb 28th she emails me saying she gave me a call (which I did not receive) and tells me she will be in the office until 5pm. When I saw the email I immediately called her back and still received no reply. I e-mailed her and let her know I called her this was at 12:03pm on the same day of her suppose call. I have been calling ever since. I went to the Kendall store to get some answers, the person who helped me at the store was as helpful as he could be. He connected me to a customer service help in which they were able to contact Amanda and she said she was leaving her office at 11AM. Let me just emphasize that she was leaving at 11AM!!! I had also called her right before this so I was extremely upset that she was able to answer a call from another office but not one of a customer that has been trying to reach her for almost a month. The person then said that they let her know that I needed to speak to her and she would call me. It has been 2 days since that happened.

At this point I'm not sure who could help me or how to reach anyone in Amanda's department because there is not a number to that office that I have been able to get. My claim started February 3rd and today is March 4th. My kitchen project has been put completely on hold because I'm not allowed to remove the backsplash.

THE COLONY, TEXAS -- In my first ever visit to Floor Decor in The Colony, TX on Fri. 11/18 a young man who was obviously not too familiar with products in the Colony store he works in. But the Best part was after walking through the front entrance then walking around for about a good 30 min. TREY was the only employee who even acknowledged I was in the store. He askedwas I doing OK and although he was distracted by other customers questions he found his way back around to check on me again.

About 5-6 other employees all walked by me without even a look of interest as to why I would be in their store so close to closing time. I was forced to pull one guy away from his busyness, an older guy who seemed more experienced but appeared very disinterested. He led me to the most unappealing part of his store selections and told me anything with that name on it Casa Madrona would be what I was looking for and quickly walked back in the opposite direction without any suggestions or helpful hints.

The store manager on that night, Carmon, explained she would see to it that TREY'Sinterest in his patrons would not go unrecognized that he would be honored with a 'BADGE of HONOR' for his enthusiasm and for making sure his customers were getting the best experience possible. Thank you Trey. You deserve a big promotion for your brave heart. Although I don't think I'll be returning to Floor Decor I pray God's Best for you Trey and your future.

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!

BOYNTON BEACH, FLORIDA -- Pierre is the worst store manager I've ever dealt with. During this unusual time due to the Covid-19 pandemic, how can Floor and Decor in Boynton Beach, FL allow someone of this low-grade caliber and qualifications (if any) to be in charge of this store and deal with customers. This guy has no manners, no respect for anyone and his level of sarcasm is too big for his ego. I went in there to return an item (which was quickly taken in by an associate) purchased 30 days ago and to make a $5,000 Dollars purchase (marble flooring).

This filthy rat argued that the item I was returning was purchased over 90 days even with the printed receipt in his hands and therefore he had the authority to deny the return. On top of that, insinuated and literally called me stupid for pretending to be difficult to deal with and in his illiterate wisdom, said he did not care how I felt about it. When I asked for the item to be brought out again, because I was going to take it back, intentionally took a very long time.

I went to the Pompano Beach store and purchased the floor I needed there. I hope this guy deserves what he will get next time because I'm sure someone else will rearrange his already deformed face. I have too much class to lower myself to this deplorable scum and he's not even worth my spit. Floor and Decor in Boynton Bach, shame on you for having garbage like this manage your store.

ORLANDO, FLORIDA -- **Predatory leanding** I just finished paying off my store credit account which had "18mth no interest" which was actually 18mt differed interest. In store at time of application for the store credit I was offered "18month no interest". I was told no penalty if paid early and if I go past the 18 month, interest would only apply to the remaining balance like usual credit card promotions. To my surprise after paying what I thought would be the last payment at the 19th month mark I was charged the full 18months worth of interest. At no time on store was a deferred interest account discussed. And the company has refused to remove the charges because it was supposedly stated that I would be charged the full 18 months interest. It did however state the deadline and that if I did not make the deadline I may be charged. But in store I was told no charges so why should I be concerned?

NORTH CHARLESTON, SOUTH CAROLINA -- I cannot express how mad and disappointed I am in Floor and Decor. We bought marble tile for our new guest bathroom back in November. We had an experience tile professional install the tile, but when taking out the spacers for the tile, they all started to chip. Almost every tile had chips in it. Clearly not a "more durable" marble as advertised and either very shoddy tile or these was a problem with this batch. At that point we contacted floor and decor and told them of the issue and asked them to replace the tile and the cost to reinstall it. At that point they told us we would need to have an independent tile inspection performed (at $650 of our own expense) from a list of Floor & Decor inspectors. Which we did.

He found that indeed the tiles were defective and did not find any install reason as to why the tile should have chipped in that manner. We sent the report back and were told we should hear back in up to 48 hours. Now three weeks later, we finally heard back. And they are not covering anything. Absolutely incredible. What a dishonest company.

I would NEVER trust Floor & Decor again and I would STRONGLY advise anyone from using floor and decor. We have done everything they asked of us and now not only have defective tile (which has been sitting for 2 months waiting for a decision) we are also out the $650 independent tile inspection that THEY Requested...which was found to be in OUR favor.

HOUSTON, TEXAS -- I bought and paid for new flooring with the quarter rounds and transitions. They told me that the corresponding transitions and quarter rounds would have to be ordered separately and it would be 2 weeks. That was on Nov 9th... It's now Dec 12 and have not received them. I have been up there twice and called 5 times and they can not provide me with a tracking number or any other update. Did I mention that I paid extra for the"special delivery."

I called again today and spoke to Teresa and Azzeza (the manager)? They told me its an issue with the vendor and all they could do is refund my money that would take 7 to 10 days!!! Hope I can get a hold of someone in corporate. There is no customer service here just an "oh well you are out of luck." Got off the phone with corporate office who told me I need to drive back to the store and ask for my money back and yes it will take 7 to 10 days.

SAVANNAH, GEORGIA -- After three months of trying to get one box of flooring that Floor and Decor owes me, I give up. I bought 25 boxes of luxury vinyl plank but one box was damaged upon arrival. Floor and Decor assured me they would order another box for me. After a few weeks, I called and there was no order. I repeatedly had to explain the situation to probably half of the employees there because I would be transferred to a new associate. I finally was able to talk to Lloyd, the manager, who again assured me the order was coming. I've now called no less than 30 times, attempting to talk to Lloyd about my order. Apparently he is never at work because I call daily. Any time they assure they'll call me back, they don't, and now they put me on hold just to hang up on me. So three months later, I give up. The absolute worst customer service I have ever experienced over 1 box of flooring.

CLEARWATER, FLORIDA -- We were checking out some tile this evening (3/16/17). The cashier was Quinonice. She asked for my phone number and I said try this one (we have bought there many times in the past and I wasn't sure which number was used for our stored information). She entered it, rang up the sale and gave us the amount. I asked if that number brought up our info and she said "no" but was going to enter it. I said try this one. She was clearly exasperated and re-entered it. Her attitude was showing!! This time our information came up. After the sale, she grabbed our receipt and said "here you go" and turned away as she called the next customer. I stayed right there and said "excuse me". She turned to face me and I said "I'm waiting for a thank you". She replied "WHY WOULD I THANK YOU?" Wow...Really!!! I said because I'm the customer. She picked up her stuff repeated "I would never thank a customer. Why would I thank a customer" several time as she walked away into the employee lounge. Hopefully she was quitting and would never face a customer again.

I went to the service desk and asked for the cashier manager or store manager. Good luck on that one. After several pages over their walkie-talkies, Chris showed up and I explained what happened to him. He explained that she was one of his better cashiers and couldn't understand why she would act that way. Clearly he was just patronizing us to get us out of the store. It's late Friday evening and I will report their conduct to the corporate office at my earliest convenience.