ComplaintsforFloor & Decor

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vanity for our guest bathroom. After paying for professional installation, A few drops of water from the faucets being installed made marks on the countertop that would not remove. The finish on the countertop is defective. We contacted Floor & Decor and they had us submit their official complaint information. They came back saying that Man fact for recommended we apply sealer to the counter. Sure, OK, we did that and it made no difference. Since we've replied to the floor and decor that this did not help, we have had no response from them.We purchased at the same time an identical vanity for our master bathroom and there is nothing wrong with it.

  Business response

  11/14/2024

  ***** *****, Floor and Decor

  Product Resolution Advocate

   

  The customer's claim was received and information gathered and referred to the manufacturer and our Merchandise Team for a warranty review.   The vendor suggested a sealer due to the customer complaint regarding water spots.  The customer was provided the vendor's suggestions.  The customer followed the instructions and replied and that response has been forwarded back to the manufacturer for a second review.  We are pending a response from the manufacturer and the Merchandise Team as to the warranty review results.  The customer was updated on the case regularly.

  Customer response

  11/14/2024

  Should we expect more than a refund?  They have credited our card for the purchase amount but we still have a vanity that would have to be removed and disposed of, and that would cost probably about $500.

  what are your thoughts please?

  thanks

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased tile at this establishment on September 21, 2024.The item was not in stock at this particular location so I agreed to have it shipped from a different store and paid the shipping cost.- Cost of tile:--- 3 boxes @ $36.48 = $109.44 - Cost of shipping: $243.62 - Tax: $9.02 - Total: $362.08 The delivery was scheduled for Friday, September 27th.Upon arrival, the courier informed me he was not comfortable delivering the product due to each tile being damaged while in transit (photos attached).I spoke with a representative and was asked to send the pictures of the damaged product to ***************************************** which I did the very same day (9/27/24).I had not heard anything so I sent a follow up email to the email mentioned, but also included *************************************** and mark.*****@flooranddecor.com.I immediately received a call from "****" and was told she was taking care of everything. She confirmed they had TWO of the THREEE boxes and promised to have those shipped right away. I informed her that I paid to have three boxes shipped and expected a partial credit since only two boxes were being ********** is now been 23 days of my original purchase and I am without product and without any type of refund. I feel I have been very patient and understanding of the situation. At this point, I am needing my entire purchase (shipping costs included) refunded back to my original payment method.Attached you will find:- Copy of Receipt and email thread I sent to Floor & Decor - (2) photos of broken and cracked tile

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The incident in question happened July ******* this particular time in my life, I was going through a lot and was unable to resolve this issue in a timely manner.I purchased vinyl flooring that was never picked up from the store. I applied and was approved for the Floor and Decor credit card, that is how I made the purchase. I changed my mind about the purchase and let my contractor know so the item was never picked up.The store never canceled the purchase or refund the credit card. I called and explained that the item should be returned because it wont picked up and they refunded my card. Unfortunately; the original creditor still charged me interest on this item that was later sent to collections. A sum is still owed on it and even though I call to speak to someone and explain that the item was never picked up and that this is an error of the original creditor, they refuse to write this off as an error. I dont know what to do and my credit is not okay because of this.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the floor and decor to purchase a heat wire system for flooring. Im a professional who earns rewards through their program because I install tile and bring in customers. The store did not have the item I needed so I was advised I would need to order it from the website and then I could pick it up in store. The item I ordered I soon realized would be too long of a wire so I would need to order a shorter one and return the longer wire. I received the longer wire before I had a chance to cancel the in store pick up. I picked up the wire and waited for the other one to come so I could return the longer wire. When I tried to return the order the manager would not take the item back because they said it was a special order. Of course I had to order it. They didnt have that in stock but floor and decor had it listed on their website available for pick up and on the bottom said in free in store returns. I was told to call customer care and filed a report. They requested the receipt and order number which I provided. First claimed they would reach out to the store to letting me return the item. I followed up and they confirmed they could not take the item back. I requested to to talk to someone in person and have a phone number of someone who has more authority over the matter but have not been contacted and have been ignored. I have over ************************************ program and Im obviously a returning loyal customer whos professional tile installer. I bring more business. I dont understand why they would want to jeopardize our continuation of business over a $425.00 purchase. When I bring thousands of dollars more month to month. The manager of floor and decor **** has been rude on more than one occasion and completely not helpful.I will no longer do business with this company based on my experience. Under their return policy it said custom items cant be returned but it said nothing about returning special orders. I should be able to return this!

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date was 8/3/2024. Installation was on 8/5/2024 for Floor and Stairs installation. The installation company was ********************************, ******* *****. Original flooring in the kitchen was not taken up for the install, the installer laid the new laminate floor on top of the old linoleum floor in the kitchen and pantry area. The old flooring should have been removed before laying the new floor. The steps also were never finished, installer did not come back to put the last coating on the stairs they have been reached out to several times. Materials were bought at the ***************************************. Installation was paid in full, need a billing adjustment and the adjustment credited back to the original payment. I have included pictures as the floor has been taken up, the floor was not even with the rest of the flooring. This is the Floor & Decor headquarters and I'm looking for them to make this right, as consumers we are paying for a service and would like the job done correctly. The install was set up by Floor & Decor. Thanks!

  Business response

  10/02/2024

  The customer purchased product from ********************** & Dcor, the installation of the purchased product was by Installations Made Easy. Installations Made Easy is a third party company. The customer will need to reach out to Installations Made Easy for any install and or refund concerns. Installations Made Easy can be reached via telephone **************. We have alerted Installations Made Easy of customers concerns. 

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased flooring for home. Warranty was said to be 30 years. Been 4 years and flooring is cracking pealing lifting

  Business response

  10/07/2024

  The manufacturer has denied this claim for improper installation. However as a goodwill gesture Floor and Decor will request a third party certified flooring inspection. This will explain all concerns in writing whether they are manufacturing, installation or site related. Once the report is received we will provide it to the customer with any determinations  or next steps. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid my balance off in June and these people are sending me a bill for a financial charge that does not exist.

  Business response

  09/26/2024

  Customer would need to contact the credit card contact number listed on the card or billing statement 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our flooring from Floor and Decor on 08/01/2023. We installed as instructed on paperwork in the living room, hallway and kitchen area. The warranty attached page 5, section 2.6 Underlayment Warranty, states that Underlayment is not required, however we put a generic underlayment for extra protection. In July 2024 we noticed the flooring in the living room starting to bend. We reached out to Floor and Decor and they sent us to the claims department. Going back and forth with the claims department we received their final decision that they are not going forward with our claim. Their reason for their rejection was that we did not use their specific underlayment product. The warranty paperwork clearly states that it is not required, why would they reject our claim due to the underlayment reason. There is no water or pipes near the defective area. The kitchen area is fine where there is water nearby. There should be no reason for their product to become damaged in less than a year. All we ask for is to have our living room section replaced a 100 sq ft. ************ is not standing behind their warranty nor their product being %100 waterproof.

  Business response

  09/25/2024

  Greetings,

  Regrettably, the installation guidelines were not followed. The product already has an attached underlayment any additional underlayment that is approved is listed on the install guide

  Approved Underlayment
  

  The use of an additional underlayment is not required, but optional for additional sound reduction, softness under foot and other benefits. Only Sentinel Protect brand of underlayments, including Sentinel Protect Plus and Sentinel
  Protect Infinity, have been approved for use under this product and are warranted for residential applications only, including multi-family housing and condominiums (residential unit only). Defects or damages related to or caused
  by the use of any other underlayment is not covered by this warranty. Do not use any additional underlayment in any areas subject to heavy rolling loads or in commercial applications (e.g. commercial foyers, restaurants,
  etc.). Using additional underlayment in commercial applications will void the warranty. Floating floors are not recommended in areas subject to heavy rolling loads.

  Improper installation affects the integrity of the installation.

  The underlayment used by the installer would typically be to thick for the floor. This can cause the floor to crack or be to tight and cup. The customer has stated they will request their own inspection to confirm the concerns. We will review the claim again once the inspection is received from a certified third party flooring inspection with proper testing explaining the concern. 
  
  

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although there is no resolution, I simply will not support this company and will not purchase from them again nor recommend their products. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  *** have client who bought material from this company and I do hundreds of thousands of dollars of business with this company. They have are requesting things that are outside their authority and arent part of the purchase agreement. They are holding material hostage, while trying to impose their internal procedures. ****** and the manager have refused to load material that has been adversarial. Ive been told it is on 3 pallets, they loaded 2 pallets and refuse to go over the items loaded.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a product 9/6/24, the worker told me was returnable as long as I didn't open the box. I bought 19 boxes and opened one so I tried to return the remaining 18 on 9/7/24 (less than 16 hours later) that weren't opened but the store would not let me. I'm on long term disability so my funds are limited and we're trying to put our house up for sale soon.

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