Floor & Decor

We picked a VERY expensive flooring with them because it was exclusively sold by Bruce to them. We were doing a whole house. $23,000 worth of flooring. First order (1/2) went smooth.

Second order to finish the house they said they couldn't get it. After a bunch of calls they would transfer it from another warehouse. AT OUR EXPENSE. Extra $400.00

Lots of boxes were damaged from forklifts.

They said no problem just bring back the bad stuff.

I had 9 boxes extra out of 76.

Installer did a great job working around bad pieces and had one open FULL box. He put a couple of clearly defective pieces in that box.

They refused to take any off that box back. Claiming below 10% natural defects is expected.

So if you open a box with natural defects you own it.

At least that's what Tommy the manager claims.

To all LVP shoppers who are searching for products please do not use Floor and Decor. Their NuCore flooring is the worst. They have an F rating on Better Business Bureau. There are many, many people including me who have been trying to get Floor and Decor to stand by their warranty of this terrible LVP. We are all trying to get a class action suit started and talking with lawyers. Denting and planks not staying together. We all have had professional installation as well. So please do your self a favor and do not use them. Hope this helps.

I am a contractor and I did 2 bathroom floors with the Hexagon tile. None of the tile was consistent with sizes. I did one bathroom black and one white. The black bathroom tile will not come clean from the grout. I've washed it 22 times with and without haze remover. I called to see if I could get any suggestions and they basically called me stupid. Never again will I lay their tile. Just awful. That photo is after 22 washes. Just awful!

Craig Huffman a senior design consultant helped me with my purchase of Travertine stone for a fireplace installation. Craig helped me select the adhesive, grout color and was very helpfull with his follow-up call a few days later asking about how the installation was going. His coaching about sealing the tile prior to grouting was extremely helpful. Did not know to do that. Then seal after again since the stone can stain easily. Terrific experience and very fair prices. I use floor and decor for any of my tile and flooring projects.

I went to my local store to buy 49 boxes of LVP flooring which they were out of stock on but another store (Elizabeth Center,Nj) had some in stock. My salesman called the store spoke with someone in regards to a physical check and after 45 minutes on hold no one ever got back to us. The product was ordered. The next day I received a phone call from the store saying they only had 37 boxes. I asked to speak with a manager and sat on hold for 30 minutes. They do not care about the customer.

Jason Rivera in flooring is the most helpful AND knowledgeable salesperson I have had the pleasure of dealing with in a long long time. He special ordered a piece of reducer for my vinyl plank flooring to match my exact flooring when other salespeople told me there was no such thing. I am very grateful for his help thruout the entire process!

I give them a 0 star rating, but had no choice to choose 1 star.
This business is run poorly. It's not just one store. I will gladly wager it's all stores. Dealt with the stores in PSL, Boyton Beach, and Rivera Beach. All of them had awful customer service. Nobody wants to help you or accommodate you. It is obvious that they are there for a check. I find it hilarious that this company is giving out free money. They are basically paying people to do absolutely nothing, except to sit on their asses, talk to coworkers (however, they can not acknowledge you), and play on their phones. I guess for their employees it's a dream job, you don't have to work to collect a check. For a consumer it is an absolute nightmare to deal with them. I strongly suggest corporate to visit their stores and clean house. After spending over $5,000 with them, I can assure you, I will never step foot in a floor and decor store

I purchased a large amount of wood flooring from Floor and Decor. I attempted to make a payment same due date but 3 hours past 5 pm. Store would not remove late fee. Last time I will make a purchase from this store.

Their marketing department thinks doing good business is to abuse vendors. They look to blame vendors for their failures and then will short pay invoices because they feel like it. It's why they have a revolving door of vendors. Not worth doing business with them - unethical

We bought nearly $800 worth of product at floor and decor in Arvada, CO. We were repeatedly reassured that we could return any unused tile for a full refund. Today when we tried to return about $250 worth of tile to the same place suddenly there's a new rule that you have to bring it back within 90 days. We asked again and again and none of them ever mentioned any 90 day limit.

Find somewhere else to buy your flooring and tile unless you want to get ripped off by the floor and decor thieves

Their design personal are terrible. Why offer a free design consultation if you run and refuse to meet with customers. Lindsey is the worst and her other colleague who conveniently wasn't wearing a name tag was terrible as well. She told me to hold on while she looks for files for her colleague. Super unhelpful

We were at the I-70 location picking up supplies for a bathroom remodeling and had a few questions, Yadira was extremely helpful in picking out supplies that would match what we picked out and she offered up great advice and what products are better and why. Yadira knowledge was helpful and very much appreciated (it's extremely hard to find someone with the knowledge that Yadira has and patience). She took her time in explaining everything and why she would pick one item over another. The entire time Yadira never made us feel like she was in a rush. We can't express how much we appreciated everything Yadira did for us. You can tell she enjoys her job and is happy to be at work with a smile on her face.

Linda Lindsay was our designer at the Katy TX Floor and Decor. She walked us around the store and guided us to the perfect colors and styles. We walked in not knowing what we wanted and walked out with the perfect combination for our new home. She let us take our time, made us feel comfortable and never rushed us.

My husband and I purchased tile at the Fort Myers location and we received excellent customer service from Hector, Stone Manager. He went above and beyond to make sure that we loved our selection, placing the order went easy and even made sure that pickup went smoothly. He was full of knowledge about the tile, installation and materials needed. Remarkable customer service!

I have been trying to order samples for weeks. It seems that the order is processing but after payment the items just remain in the cart. The hold time for online customer service can be hours with no option for a callback. If you call the store they can not assist with online orders. I have also been told they do not accept credit cards over the phone for orders. Is this 2021 Floor and Decor? Get it together, this customer is moving on. You have plenty of competition out there!

Highly recommend Floor & Decor! Not only do they have a wide range of material to choose from but their customer service is above and beyond! I ran into a hiccup with my renovation where the floor on display was labeled wrong. After picking it up and bringing it back to my studio, I realized it was the wrong material. I was in a full blown panic for I was in a time crunch to open my business. Jaime fixed EVERYTHING. She made it possible for the right flooring to be delivered, while picking up the other flooring, and waved the delivery charged. Because or her, I am back on track to open my business on time. Jaimie is the BEST and single handedly saved my business. I plan on being a floor & decor customer for life. Any store can have good material but the excellent customer service makes all the difference. Thank you Jaime!

We purchased tiles and a vanity for remodeling our shower from Floor & Ddecor in Bellingham MA.

The return policy is

"return within 90 days of purchase with a valid sales receipt, we will refund your purchase."

However, after the contractor finished to re-model our bathroom, it turned out that the vanity's measurement was too big.
He took it out of the box but he never carried it to the shower and didn't try to install it.

We brought it back to the store. They refused to return our money because it was out of the box.

They didn't tell us this, and our contractor, who refers many customers to this store, was unaware of it.

In other stores (like Lowes, Home Depot, and Amazon, etc.) you can return without a box as long as the product is not damaged or used.

Went to Floor & Decor with no idea of the design I wanted. Limitless selection and, with the assistance of two amazing associates (one per each visit), Rebel and JuJuan, I love my tile and cannot wait to see it installed. This may be a "big box" store but, with employees like these two, all of my question were answered and the personal attention was really appreciated. Will return next for flooring - Floor & Decor, your people are top drawer!

Extremely POOR support after purchase. I spent $5k on two bathrooms, tile and showers. There is a chip in the glass and handle issues. I called for help and the manager brushed me off telling me I can't return the glass and I have to call the manufacturer. She said it wasn't her problem. Manager provided zero help.

I am so disappointed in these people the warranty sucks we talk to a guy named Pablo who gave us the bull crap about how the warranty doesn't cover this doesn't cover that so I'm like What does it cover! After the six month paying almost $5000 for there laminated floor the floor Was cheap. The installer told us it was cheap. It wouldn't clamped together like it was supposed to…anything dropped on the floor rip the floor. It was easy to be scratched when they said it was non-scratch resistance please please do not get your flooring from this place it's a rip off we are still trying to get channel 12 involved.

The line always takes a long time at this store. Plan on a long wait if you are making a purchase or return. I try to avoid buying here at times because of this issue. And this is at any location Ive been to as an investor. Time is money.

I was totally confused and frustrated about the purchases I needed to make for a new shower. That changed when Heather and David began to help me. They treated me like a family member, and never made me feel that I was a burden to them. They walked me through the process of getting the pieces to put the new shower together, and made the whole experience a pleasure.

I needed to purchase tile for my bathroom floor. Employee Kevin Brown helped me with everything, including selecting the type of tile best for my project. He helped me every step of the way in selecting materials and even loaded my car. This is the kind of customer service we all hope to receive and so seldom actually experience. Thanks to Kevin for providing excellent customer service.