Floor & Decor

Dylan and Christian did a great job loading the tile we purchased into our vehicle. They were great to chat with as well. Thanks guys.

I am writing to express my deep disappointment with the recent experience I had with your store's materials and professional service. As a customer who was eager to transform my home with new flooring, I expected a positive and seamless process. However, my encounter with Floor and Decor fell far short of my expectations. The first major issue I encountered was the quality of the flooring materials I purchased. Upon installation, it became evident that the products were of subpar quality. The laminate flooring I selected had visible defects, including uneven edges and discolorations. This not only compromised the aesthetics of my space but also raised concerns about the longevity and durability of the flooring. In light of my experience, I strongly urge Floor and Decor to reevaluate its commitment to customer satisfaction and product quality. As a loyal customer, I had hoped for a positive and reliable experience, but unfortunately, that was not the case. They sent an inspector to write a report if there were any manufacturing defects, and of course, the inspector said no issue with the manufacturer. It is from the installation contractor! And they asked me to hire an inspector if I am unhappy with the final report! Who has the time to re start the process again and then they will reject the report that will shows their defect?

I'm blown away by their customer service! I've bought tile from Floor and Decor for two bath remodels and the whole process was seamless. When I had left over tile, it took less than 5 minutes to have the money back. The employees behave as if they have stock in the store and that's amazing.

We initially had a carpenter lined up to remodel our bathroom. We bought all our tile at F&D, and the quantities were determined by their designer. Our carpenter put us off a few months and then rescinded his offer. This happened to be just past 90 days of our purchase. So I decided to do the project myself and close to the end of tiling the shower, I realized I only needed 7-8 boxes instead of the 12 we were sold. So I saw the return policy that said after 90 days, returns were subject to approval. I loaded up 4 boxes of tiles and drove 1 hour to return them. At first they said I could get store credit so I went and loaded up some stuff I needed. After an hour they refused to return the tile. Every time I have purchased from them they charged for stuff I didn't receive. To get credit for those I spent quite a bit of time holding on the phone. So if I had called about the returns beforehand, I probably would have wasted a lot of time as well as the trip there.

My recent experience with Floor and Decor stopped me from shopping there mid project and I have no intentions of ever shopping there again. I’ve been a Floor and Decor customer for years and have always been happy with their price, selection, and service. However, we recently purchased tile for an upcoming project and we’re attempting to return our overage (unopened boxes) and were told that they now outsource returns to The Retail Equation (TRE). TRE would not accept our return because it was over 90 days (we had to order materials over the past five months due to supply chain and labor shortage issues). When we asked the store to escalate to a manager, the manager told us to call TRE because it was out of there hands. After a painfully long call with TRE that got us no where, TRE sent us a report that provided no information and we’re unhelpful. The TRE report said the store made the determination not to accept the return and when we called the store back, they said TRE made the determination. It’s been a huge waste of time with no one making any effort to help us. I would have been fine with store credit for the follow on $6k purchase I was about to make there, but after my experience I won’t be shopping there again and suggest you do the same.

I ordered kitchen counters. They came out to measure. I showed them pictures of what I wanted. They didn't build them correctly. I had to pay for them to a part of the project. When the other half was delivered, it was of a different material. They told me to call their subcontractor, the person THEY hired to do the job. The subcontractor sent out someone to inspect and that person verified that they used two different materials, but then offered me a small discount off of my $5,000 counter job. I said I wanted them fixed. They told me they didn’t have either material so couldn’t match them – “they were good enough.” I went back to F&D, who first told me I should deal with the subcontractor. I told them that I purchased the counters from them, and if their subcontractor didn't deliver what THEY paid for, it was on them. I should be able to go to the place I bought them and have my problem resolved. I was promised a call "the next day." I heard nothing. I called. I was again promised a call the next day. I've heard nothing and it's been another week. I called again and was transferred to the corporate offices. They promised a return call. It’s been another two days and I’ve heard nothing. Altogether, it's been over six months and I don't have what I paid for. I don't trust them to make this right. On top of all that, one section has a huge splotch on it that.

They do not honor their warranty. Nucore performance 100% waterproof luxury Vinyl planks. Warranty claim was denied due to moisture detected on the panel. 1800sqft of flooring began failing after 6 months. The whole house developed issues with the joints breaking. Flooring inspector found moisture in one of the areas riddle with broken joints and used the moisture as grounds to deny the entire claim. Advertised as 100% waterproof, not affected by moisture or humidity. But they will find Any and All reasons not to warranty the product. This product is extremely vulnerable to moisture and humidity. Do Not use the recommended Sentry underlayment. While it's listed as supported in the warranty, it's my belief that it causes the issues I'm describing. There are multiple complaints out there with similar stories. Shop elsewhere for your flooring needs. Do better researching than I did

Last week, I had the pleasure of meeting your associate Candice Jones. She did an outstanding job in proving good customer service. She exhibits excellent work ethics such as being friendly and kind, willing to help and seek answers and going the extra mile. On Candice's day off she committed herself to following through by contracting me to ensure what I intended to purchase was available and who to contact in the store in her absence when I returned. Candice's commitment and dedication made my experience a positive and pleasant one. Thank You Candice!!

The service provided to us by Rudy M in the Tucson store was absolutely tremendous! He answered every question we had plus provided answers to questions we should have had. He was very respectful, very courteous, and very considerate of our time. I previously had a negative experience with Floor and Decor in Colorado. I was on the fence about using them again. But Rudy was so good that i plan to use Floor and Decor for both my current project plus one that is upcoming later in the year!

The brick and mortar showroom floor and it's employees get a 5 star rating from me but it's on line services get 1 star. Reason being is that I'm at work and want to look at my order so I go on line and to look at my order it asks me for my phone number (no problem) and my order number!!! Well I didn't memorize my order number (who does?). So now I have to wait to go home and find the receipt!! Suggestion: Let us get access to our order using only our phone numbers! It would be much easier for the customer!

Natalie at Tempe store is very helpful and very knowledgeable. I rated 5 star because of her service. I was very disappointed the service I received from the store on camelback and thought I won't go back to Floor & decor again...but people like Natalie help me changing my mind.

I'd give them zero stars if I could. DO NOT USE THIS COMPANY unless you want to spend countless hours on the phone only to be hung up on and no resolution to your issues. I ordered some stone shower shelves and upon receipt, they were not as advertised. Mis-matched colors (not just stone variation, completely different colors and patterns). some polished on both sides and some not (was supposed to be polished), and one with a huge scratch down the center (appeared to be a returned product as the box was already open when I received it). I contacted customer service and they assured me I would receive a fedex return label to send for a refund and had me pay for a new order. Great, only it didn't happen that way. I still haven't gotten my return label and now I have a second order with the same issues--I cannot use these products in my project and now my project has already been delayed by two weeks. To top it off, now I cannot get an answer about returning them as the corporate customer service tells me they can't get an answer from the store and the store has to generate the return label. I call the store and sit on hold for hours only to be treated rudely, hung up on before even answering, manager isn't available, and being told they're closing and don't have time to complete my request or help me find a resolution. I am so frustrated and cannot recoup my money or find a solution to sending these back. Products are not as advertised and no one will help. Worst customer service I've ever seen--how are they even still in business?!