My trouble started with having to order with a representative over the phone.
I wanted a flooring that they did not have in stock in my state, so I called them, spoke with them about this flooring and said to them that, before I order this flooring, I want to make sure it is NOT gray! I was assured it wasn't!
I repeatedly asked to make sure because I couldn't physically see it and would have to pay for shipping, at a cost of OVER $500! Which I feel is ridiculous that customers have to pay for shipping, even if they ship it to their stores.
So, flooring shows up and guess what color it was! YES! GRAY! I refused the product and called the store and here is where the real trouble started.
I had NOTHING but problems from that moment on! It took FOREVER to get my money back (over a month!) on the flooring alone! And after MONTHS of contacting them over the money I spent for shipping the flooring, and asking for a refund on shipping, after repeatedly stressing that I had stressed not wanting gray and flooring was most definitely gray when it arrived. Also, I said that this was not my mistake, it was their's and I don't think I should have to pay for something I spent a lot of time asking to make sure flooring was not gray.
I have been passed back and forth between "Needing to speak to Eric, which I did and months later have still not heard back from him! I called again and was told I needed to speak with Justin. When Justin got on the phone with me, he wanted to send me to another person and gave me the same number I just contacted him with! He finally said give me a bit and I will call you back (this was after a couple weeks before speaking with Vanessa, who also blew smoke up my backside, and promised to call me back and never did). He did call me back that day but that's the last time I have heard from him!
I am calling again today. I'm sure I will get nowhere, but I am going to keep bugging them! I want my money back for shipping me a floor I specifically said I didn't want!
This fiasco has been going on since July! I will NEVER do business with this horrible company ever again! Such horrible customer service! I want my shipping money back! I shouldn't have to spend over 500 dollars on a mistake that rotten company made!
I am so disappointed and disgusted with them and will tell anyone that will listen to me, to stay as far away from Floor & Decor as you can so they don't take advantage of you and your money!

I purchased two 31inch vanities and tile on Sunday June 25th 2023 from the Greensboro NC store. Prior to my final purchase the assistant manager and manager assured my husband and I that the vanities were in stock and actually showed them to us. I advised the store that we will be picking our items up by TuesdayJune 27th 2023. Our contracter was scheduled to start our renovation on Wednesday June 28th. On June 27th when we went to pick up our items and we were told that they only had our tile. We were told that our vanities had been sold by mistake. We then worked with a nice lady name Tracy in Design who worked hard to try to make the situation right by saying they did have two 36 inch vanities that she was gonna see if they could just give to us instead of our 31 inch that they had sold to comp for their error and she will call us back to confirm.6/28/2023 we recieved a call from Floor and Decor manager Amy who stated that she located 2 31 inch vanities in Concord NC that is almost 2 hours away she said that's the best she can do for us to make it right is suggest we go to another location 2 hours away and pick up the vanities ourselves. So now we are stuck having to cancel with our contracor and enduring a fee and still no vaniities. This has been an awful exoerience. Instead of Amy trying to make it right she calls and advises us that she was given direction from her managet Alexandria to call us and give us our only options. Floor and Decor could have easily given us the 36 inch vanities to make up for their error but instead Amy was very arrogant and didnt show any empathy for what they were putting us through. Now we are having to reschedule and pay out more money for an error that they made by selling our merchanduse that we actually already paid for. I will never shop here again and both managers Amy and Alexandria need to be FIRED for treating a customer this way!

Carline at checkout greeted us with a smile and got us thru quickly & efficiently.
Thanks Carline!

My husband and I went in to our local F & D with excitement and high hopes to have them handle our flooring project, only to end up being given the run around and left to deal with employees who do not want to earn their pay. The day we went in, there were several employees throughout the store, and not one of them asked us if we needed help not acknowledged us in any way.

We finally got someone's attention when we were going to give up and leave. She seemed very eager to help us by explaining to us the kind of flooring options we were looking for. We readily chose a flooring sample that we were confident about. This same person took my husband's cell phone number and said that she would have their (third party) flooring company contact him immediately. Three days came and went without hearing anything.

We quickly realized after we got home that the flooring sample we purchased had no information on it anywhere, so now we have this strip of flooring that is unidentifiable by sight. So, take a picture of any labeling from this place, since they don't bother to identify their products for the customer.

After not being contacted by the installation company on the 4th day, I called the store to find out what was going on. I asked to speak with a manager right away, and that of course was deflected which just led to more frustration when the associate failed to be able to answer simple questions and was rude and defensive about the issues presented. She gave me the number for their installation company, which turned out to be incorrect after she finally put me on the phone with a manager like I requested in the first place. The manager was the most professional one with F & D who actually has a work ethic. She treated me like a customer; however, her MO was to get me back in to the store with a design appointment which we did not need. We needed to have the installation part of it set up, and that was the issue. No one seems to know what is going on at this place, and several of the people in the Buford store working on the floor lack professionalism and basic customer service skills.

I had decided not to go forward with F & D for our flooring project, but just out of curiosity, I called the installation company to get their name so I could look into that company in the event we decided to use them with flooring purchased elsewhere, and they have a TON of bad reviews with the BBB. Honestly, I am glad the experience with F & D went the way that it did from the onset, because it is clear to me that we were spared from a nightmare.

If the review rating can be negative, I won't hesitate to rate Floor &
Decor(F&D). My recent purchase experience was like a nightmare.

As a builder, I placed a big order in F&D Waltham, MA store on

05/29/2022. The sales told me that other than item SKU#*******, all tiles
Were in stock. I said: "Please arrange shipping ASAP, don't wait for item
SKU#*******. Once it arrives, I will pick it up from your store by
Myself." The sales confirmed the delivery shall be either on 05/31 or
06/01.

I waited for a week, nothing was sent. I went to the store on 06/06 and

Was told the sales never sent my order to the shipping department.

I set up the next day's shipping. On 06/07, F&D only partially delivered my
Order.

Item SKU#******* was totally missing. SKU#*******, SKU#*******, and
SKU#******* were delivered partially. I went to Waltham F&D

To trace my missing items. The store professional desk told me
SKU#******* is a discontinued item, I have to take it from another
Branch(but when I made the purchase, they told me even though it's a
Discounted item, they have 40 pieces in stock, that was why I purchased
Exactly 40 pieces). And, the only leftover unshipped item is SKU#*******.
That was certainly not right, what about item SKU#******* and item
SKU#*******? The store let me waited 2.5 hours without

Any answer. A store manager suggested I provide them with evidence of what
Items were missing. They shifted responsibility to the customer tracing
Shipping. I didn't want to waste more of my time and energy, I just left.

In the afternoon, I received a text message notifying me a delivery was
Scheduled on 06/08 without any details of what items will be delivered. My
Tile contractor texted me at 7:00AM on 06/09/2022 that they are stuck in
The middle

Of a shower wall, short of item SKU# *******. I went to the F&D, talked
To the professional desk trying to figure out what they gave to the
Delivery driver. They insisted only item SKU#******* were shipped, that
Was the only missing item of my order according to the record. I didn't
Want my workers waiting, so I purchased another 7 boxes of SKU# *******
And rushed back to my construction site.

Then surprisingly, I found they delivered 3 more items: SKU#*******, SKU#
*******, and SKU#*******. However, even with the secondary

Delivery, item SKU#******* was still short. Seemed F&D found their
Mistake and tried to cover it silently, just dusted it off quietly.

But, with my extra purchase of 7 boxes of SKU# *******, I had to return
Them right away. What a waste!

I went to the store again, this time I requested to talk with a manager. *Colby
Ormond*, the store manager, came to the scene. She was very impressive, the
Negative way. She changed the story, and said two items were delivered:
Item SKU#******* and item SKU# *******. She showed me a photo. I said
If this is the case, how about SKU#*******, still short. She talked with
Quite attitude: "your order was reviewed by four of our managers, we are
Definitely

Sure all of them were delivered". I said, in the picture you just showed
Me, those are itemSKU#******* and item SKU# *******, I am

Talking about item SKU#******* shortage, we are talking about different
Things. Colby said: "they have the same boxes." I said: "let's check your
Website, those are certainly different items, how come they have the same
Cartons?" She said "I don't look at websites' '. I said "you have those two
Items placed at the same section in your store. Wait a minute, I will go to
Take pictures to show you they are different items". I took pictures and
Tried to show her, but Colby refused to look. I requested her to show me
The photos again. She said" I showed you, I won't show you again". I tried
A different way: "Could you email me the photos?" She said "No" and She
Kept going, repeating the same statement "your order was reviewed by four
Of our managers, we are definitely sure all of them were delivered... You
Came to our store multiple time (How ironic, I won't come back and forth if
There is no mistakes made by F&D. I didn't get what I paid for and was
Blamed for coming multiple rounds?)"blah... blah... I felt that I wasn't
Talking with a reasonable person. I said "Would you please stop, let me
Finish." She said "you are the one who should stop. You know what, since
You raised your voice, I will call the police, you are not welcome to shop
Here". I was shocked, I wasn't the one who raised my voice, she was. I
Pulled out my cell phone, tole her "Since I need evidence, I will take
Video of you to show who raised the voice". She said "if you do so, you
Will receive my personal lawyer's letter".

I said "Why shall I bother to talk with you? I will just dispute my credit
Card.

When my credit card company investigates the case, you certainly need to
Turn in the photos. And I will leave negative reviews on all kinds of
Social media".

I am officially filing a complaint against Colby Ormond. I hope she only
Represents herself, and she isn't an average F&D employee, Otherwise, the
Company's culture would be very toxic. Certainly, there are Lots of issues
That need the management team's attention: don't have any respect for
Customers; leave loose ends of unfilled orders; don't have accurate
Records of Items delivered; The inventory logs must be messed up.

*FYI, item SKU#******* is:*

https://www.flooranddecor.com/porcelain-ceramic-decoratives/idol-tear-gray-ceramic-tile-*******.html

*Item SKU#******* is:*

https://www.flooranddecor.com/ceramic-tile/kairo-lumo-ceramic-wall-tile-*******.html

Hi,

As I said to you and IME there is no good reason to do destructive testing. Destructive testing will show adhesive, but will not show the quantity used. There are 5 gallons of adhesive on the floor. There should be about 7 gallons.
The simply math of 5 gallons time a maximum of 55 sqft/gallon equals 275 sqft of minimum coverage. The floor is 323 sqft.
Factorum stated falsely they opened and used adhesive out of the second 5 gallon bucket. I've sent you and IME a picture of the unopen second can. Floor and Decor refunded without question the full price for the second 5 gallon bucket. Floor and Decor would not refund a box of planks with 4 pieces taken out. They certainly would not have taken an open bucket with 2 gallons missing.
Someone named Carlos texted me several time trying to set a time for destructive testing. I didn't know who he was or who he was with. I later learned that he is with a different IME authorized installer. When I final got his phone number, I asked him if destructive testing would show the quantity used he said no. When I aske who would fix the holes in the floor, I would have to buy adhesive, wood and find my own installer. This is truly poor customer service.
Amanda routinely returns my voicemail by acknowledging I called, then asked me to call her back. She does not leave a response to the new information, just a request to call her. This is telephone tag in a non-productive way. The inability to reach her on a regular basis suggests they are overwhelmed with complaints.
The last time I got lucky and actually talked to her, she promised her manager would call me. A week has gone by with no call back.
IME has enough information to order warranty repairs. IME's insisting on a useless test is stalling.

On Monday, February 28,2022, 12:43:27 PM EST, Customer Care Claims & Escalations <*******@flooranddecor.com> wrote:

Hello Donald,

I'm contacting you regarding the voicemail I left for you earlier today. Thank you for your patience during this process, the response from Installations Made Easy (IME) indicates that in order to address the issue of adhesive and subfloor flatness, an inspection that requires plank removal will be need. According to IME, they have left several messages for you in an attempt to schedule the inspection. If you would, please contact Amanda Duchesne, *******453, for further assistance.

Thank you,

Patricia Turner-Quinn
Customer Resolution and Product Warranty Specialist
Floor & Decor
*******380
*******@flooranddecor.com
www.flooranddecor.com

Bought tile and installation from Floor & Décor in March 2021. Had the floor installed in May. Complete removal of 637 sq./ft. Of tile and underlayment. Job was mostly completed in 1 week.@ weeks after install tiles were cracking all over the floor. 13 in total the first time. The contractor cam back out and replaced the cracked tiles (using the ones that I was returning for a refund). After fixing the floor two weeks later the tiles were cracking again. I called floor& Décor to have the floor fixed. They were going to send out the same contractor to which I said I wanted an independent contractor to evaluate why the floor was cracking. The independent contractor inspected and made the report that there was no mortar used under the backerboard and the backerboard was only 1/4 inch. F & D offered to have the old contractor come out and redo the floor. I declined having the ones that installed it wrong do it again. F&D took two months to send the first pallet of 1/2" backer board and 12 bags of mortar. They had a new contractor come to do the floor 6 weeks after because of there schedule. The new contractor demoed the floor AGAIN and put the new backerboard down with mortar under it like manufacturer stated to do. F&D had still not delivered the tile and the rest of the materials. The new contractor had to go pick it up (50mile round trip 3X). The contractor started the floor and put down 13 tiles and stopped. The tile that F&D sent were out of square between 1/8" to 1/4". This made the grout lines start small then go big and so on so they refused to put the tiles down. Believe me I am glad they stopped when I seen it. After calling F&D (slightly irritated) I told them that the wife and I would go to the store and find a tile similar to the one we had and they will need to get it here ASAP so my floor can be completed. F&D agreed and told me to just send them the skew number and they will get it ordered for delivery ASAP. Well the next day that did not happen, F&D sent the contractor an email and told them the tiles were within manufacturers specs and they should use them anyway. Now if you know anything about tile they HAVE to be square to get the grout lines and the manufacturer only allows up to 5% of the tiles to be off, that's five out of one hundred NOT EVERY ONE. (yes I called the manufacturer) F&D refused to order the new tile and I have no floor with no end in site without paying another 8K out of pocket that I already paid F&D! And as any contractor knows if I get a new contractor to install a new floor they will rip up the new backerboard because they will not warranty someone else work. F&D refuses to refund me for the complete job so I can get it fixed. I would ABSOLUTLY NOT do business with them again. Its been 7 months, two contractors, 3 times moving all our furniture and covering everything with plastic. Not to mention the dust cleanup after the jobs were completed. So we have a backerboard floor with 13 tiles on it, no furniture in our kitchen or Livingroom. Disgusted by this whole experience and gave them 24hr to make the tile rite if not then my attorney will be filing for the max amount in PA small claims court Monday morning after I sign the papers Friday afternoon. 7 MONTHS and the pics show what I have

Purchased about $4600+ of vinyl plank (79 boxes total) - paid in full. They had 66 in stock and had to order the additional 13 boxes. I was told the remaining 13 boxes would take 4 to 5 weeks to arrive. We opted and paid Floors & Decor to ship what was in stock to our home ASAP. We received 66 boxes within the following week.
On 6/18/21 I received a call from the store stating that the balance of my order (13 boxes) was available for pickup. On 6/22/21 I went to the store with my truck to pickup the balance of my order and was told that the entire order was shipped out with the initial shipment. When I stated that I am 13 boxes short and that I do not have them in my possession, the Store Manager refused to fulfill my order. He stated that he had "tapes" of the full load going out of his store. I asked to see the "tapes" and he refused to allow me access to the same information he had.
None of this made any sense to me so I began questioning the Store Manager as to why I was called last week saying that my order was ready for pickup? He replied that he only discovered the alleged 79 went out a day or two before 6/22. Obviously, the next question was, "Why didn't you call me?". He could only fall back on his original statement that he just discovered it.
The final straw came when the Store Manager told me that I could file a Police report and that he would be glad to show the Police his "tape". He also said that I could file a claim with the transport company that F&D hired if I wanted to get remediation from them. In other words, F&D allegedly does not claim responsibility for transport services they hire to ship your products to your home. My receipt clearly shows that I paid F&D $135 (not company "X") to ship my order to my house.
When the shipping company delivered the 66 boxes, I asked for a bill of lading or something showing receipt. The two shippers stated that all of the paper work (one single sheet of paper) needed to be returned to their business. So I was left with nothing. I don't even know the name of the company that F&D hired. However, I do have pictures of 66 boxes at my home (Not 79 as F&D claims).
I stated that I will never do business with F&D again and the STORE MANAGER responded with "That's fine!" (with no effort to seek resolve or compromise). Beware of HORRIBLE CUSTOMER SERVICE AND A SEVERLEY BROKEN PROCESS. When the Store Manager treats you with a lack of concern and disrespect, I feel sorry for the employees who work for them. This Indianapolis Store is a rudderless ship because of their top level "mismanagement".

I have begun trying to avoid Floor and Decor at all cost. There is one guy (Paul) that is super helpful but company policy and his coworkers just degate everything he can do.

I needed roughly 42sf of flooring for a bathroom and the style I wanted had 56 sf in the two boxes in Tukwila (and everything else was in CA) so I made the 40 mile detour so I would not need to wait months for it to arrive from California or heaven's have to pay extra shipping. Once I started laying the floor we noticed numerous tiles (25%+) with cracked edges. The "grout" line was cracked and you couldn't tell without feeling each one. We managed to cut around may of the broken areas and completing the project but my surplus material was all wasted so I can't do the adjacent closet. When I called about getting some sort of compensation for the damaged tiles or replacing them, (Mel) told me that I should have stopped the project, packed everything up and brought it back so they could replace it with something else. What planet is she on? Did I not mention bathroom? We have a two bedroom home with kids and I had a timeslot to get this project completed. Maybe they missed the part that I drove 40 miles out of my way to get what I wanted BECAUSE THEY DIDN"T HAVE IT!

Be forewarned, this place is a pain in the backside when it comes to returns, it is even worse for bringing in new materials or having something transferred and 50% of the people who answer the phone have to pass you to someone else with most basic questions because they are have no training or experience. They only take returns in full boxes but yet they will return samples, so I cannot get what I need for a closet without ordering an entire box and I am stuck with junk products that now go in my garbage. WHAT A WASTE OF TIME AND MONEY.

I spent probably about $10,000 at Floor and Decor over two years of remodeling, so I have done a lot of flooring, countertops, and tile work.
The Tukwila store is awful. The staff does not know what is in their inventory. Twice, I have ordered online where it says the item was in stock, called the store to confirm before driving there, and it was not in stock.
One time I ordered a butcher block counter top. They said it was in stock. I called before driving to Tukwila to confirm it was available - they told me it was in stock. When I drove there, they told me the overnight staff threw it out because it was damaged... but the system wasn't updated and even though I called, they didn't know what they had done with their own product.
If that's not enough, when I was at Tukwila without my butcher block countertop, I had them update their system so instead of shipping it to Tukwila (since it was out of stock) to ship it to Everett. Two week goes by, and we don't have an update. I call the Everett store, and they check the order, and see it's pending in Tukwila, but had never been updated to send the butcher block to Everett.
A different order, I ordered flooring that had a huge quantity of boxes per the online website. I waited several days, called Floor and Decor - who confirmed it was in - and so I drove down. I got there, and they told me they had been looking for my order all week, and couldn't find the boxes of flooring. But their website said they had it in stock at that location. They never informed me that they didn't have it. They didn't proactively have it shipped from another store - they waited for me to come in and instruct them to ship it to their store.
Each time I go there, I have to drive through or around Seattle to get to Tukwila. It's about an hour without traffic each way. This store has wasted too much of my time.
My recommendation is to stay away from Floor and Decor. At least, the Tukwila store. I haven't had any issues with the Everett store, other than the website says they have product in stock, when the store doesn't have product in stock - and their staff actually knew the online quantity didn't match the actual store quantity.
Some of their products are exclusive, so they can't be purchased elsewhere.
When Floor and Decor has a product on clearance, it's because that product is terrible. The first hardware floor I purchased from the Tukwila store was an acacia, where they told me it was very, very durable and could withstand dogs. It couldn't. It even dented when I dropped a container of hair gel on the floor. Since installing it, my dogs have ripped off the flooring... in less than two years.
Floor and Decor pays their employees hourly and they are stereotypes when it comes to paying people less than they are worth. Their starting rate is less than Seattle's minimum wage. Shop somewhere local where they take care of their customers.