ComplaintsforFloor & Decor
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Complaint Details
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Initial Complaint
12/10/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased flooring to make repairs to existing flooring that was purchased from Floor and Decor. Flooring was discontinued but a store in ******* carried some stock. After several hours on the phone was able to purchase 6 cartons and pay an additional $203 for shipping. The Floor and Decor store shipped 5 boxes of the wrong product. I've been communicating with customer service for almost 2 weeks to resolve this issue. Today I was told that I can deliver the flooring back to their store and they would refund for 5 boxes.Initial Complaint
12/09/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello - I have made several online purchases from Floor & Decor. The tile was purchased and shipping charges paid. Many of the tile shipments have arrived damaged. The company states the damage process is to file a claim report at ************************************* They will respond within 3-4 days. They do not respond and if you call their main number you are unable to speak with the claims department. They state they will call you back but never do. I have had 4 tile shipments damaged and claim numbers filed for all, no resolution or communication from the company. Claim numbers ******** order cost was $2,445.70 including tax and shipping ($649.38), Claim #******** order cost $836.08 (tile) $304.34 extra for delivery, Claim # ******** tile cost $319.50, delivery charges $228.12. I have saved all email communications with the company. My first email regarding damaged tile was 10/21/21. In addition to calling their listed phone number, I have tired calling individual stores where the tile shipped from...no success. They state they are unable to help me and I must call corporate. I cannot believe that such a large company does not have phone number for customer service. I'd appreciate any help. I'd love the tiles reshipped or just refunded. Thanks.Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a custom countertop through Floor&Decor in early October and the job was finally completed a few days ago, but with several defects, delays, and retries. I filed a claim with F&D, but was denied. On 11/17, the countertop installation team showed up to my place as expected to tear down the old counters and install new ones. In the middle of the teardown, I noticed that they had cut and brought a stone completely different to what I ordered. I attached the image of the sample stone I ordered, which was white, and the stone they cut, which was black. The team decided to redo the cutting, and that delayed everything by 7 days. During the demo, the team ripped the corbels without properly scoring around the edges, as a result, they ripped out drywall paper from the walls. This is a basic expectation from any teardown operation. See the attached image for the two ripped patches. More importantly, they did not install the corbels back, even though the person who came to perform measurements told me they must reattach the corbels for safety to prevent the countertop from sinking overtime. The installation team also missed some basic finishing touches such as caulking the backsplash, as shown in the attached pic. Lastly, on the day of installation, the project coordinator called me and explained that they made a mistake again and cut the stone for a double bowl sink instead of the single bowl that I had ordered. Redoing it would further delay the installation that would create more complications so I had no choice but to go with what they had cut. As a result of these delays and mistakes, I am claiming a $700 refund on this project. The claim consists of two parts, handyman costs to repair to repair the wall and reinstall the corbels ($500) and a refund on the sink, because its the wrong product ($200). F&D has responded that "these damages are expected" and they have not acknowledged the sink mistake.Initial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased material that they did were supposed to have available for pick up. When we went to the store, they advised us that they didn't have it in stock and that we needed to call their main number so they can issue a refund. We did and ended up buying other material to replace the one that they didn't have. However, the refund was never issued. We called more than 20 times, sent emails to corporate, and even did a charge back with the credit card. Now, they issued paperwork to dispute the charge back claiming that we picked up the product that they didn't have in stock. The delivery receipt issued is not signed, they didn't have the product in stock, and purposely failed to look into the matter despite our multiple complaints. This is a clear violation of the consumer protection act as an unfair, deceptive and fraudulent business practice.Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a sink online from floor and decor. It was delivered October 22 when I removed it from the box I immediately noticed the backing was damaged. It had a huge hole in the back of the sink. I took photos the same day and emailed the company. I received a email back stating someone would be in touch with me in 3-4 business. I never heard anything. October 28 I called customer service and was on hold for over an hour with no resolution. Later that day I received a email stating they were working on the issue I would hear something in 3-4 days. I still heard nothing I emailed the company again on November the 18. I received the same auto generated email that I would hear something in 3 to 4 days. I have not heard anything as of yet and every time I try to call I can never get a live agent. You wait on hold for hours and no one answers. I am very disappointed and disgusted with the lack of urgency on the part of floor and decor especially the delivery store in ******* ********** for the delivery of damaged goods.
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Customer Complaints Summary
310 total complaints in the last 3 years.
79 complaints closed in the last 12 months.