Floor & Decor

We have been going and forth with Floor and Décor for almost an year regarding low grade marble tiles that were sold as 'premium? qualityWe have exhausted all efforts their staff including Jessica *** *** *** and *** ***
We built a new houseAll tiles and hardwood floor were purchased from Floor and DécorJust one lot turned out to be defective and we have been giving run around with more and more inspectionsThe tiles are beyond repair and are getting worseIt has been a safety issue and we need your help to resolve it
We are looking for replacement of all the tiles and installationWe have no objection to the repair if Floor and Décor can undertake with guarantee
I have over dozens emails with their staff, two certified inspectors? reports, one inspection from Marble restorative specialist, one report from your installerAll these reports have been submitted to them
Product_Or_Service: Crema Marfil marble tiles

Told there was no fee for shipping if your order is shipped to the store
I spent a month looking at different floors took samples home decided on a new product from Armstrong *** went back to the store talk to the salesman he explained that there was a fee for shipping to the home but shipping to the store was freeHe knew exactly what floor I was going to purchased he wrote down the sku so I could order on lineThat night I ordered flooring cost $and shipping to the store was $ I figured it was a mistake since the guy in the store said theres no fee when shipped to the storei called the following day and was told yeah you have to pay the shippingThere are no signs in the store, the salespeople never discuss the fee only stating shipping to a residence will incur a feeThat brings the price from $2.99/ft to $5.27/ft what a rip off
I did get a call back saying they would only charge me half the shipping fee, I refused its bait n switchI should get the item fo

I was sold a product which was displayed for sale in the store, and after paying I learned that the seller has no reasonable delivery date
In July I purchased a new residence- senior downsizing into a town homeMy wife and I decided that immediately after closing and before occupancy we would paint and re floor the entire houseWe engaged a contractor and selected Saltillo tile from Floor and DecorOn July we visited the Tucson store and bought and paid for all of the materials necessary to complete sqftof floor, $8,At the time of purchase it was clear that F&D did not have all of the materials we purchased in stockWe were told that what was in stock would be delivered the following Saturday ( it was) and that the missing material ( pieces of 16" Saltillo) would be ordered that day and would probably be delivered within weeksThis was acceptable because the contractor has been busy up to this week with tear outs and paintingNow all is done but tile a

Online customer service is terrible along with the websiteI used the chat feature to ask about product and the online rep named "Kyle" on 3/27/was not helpfulHe did not want to look up my sample order and provide me with the informationI had to ask numerous timesHe just kept asking when I placed the order and I asked him if he could look up my account to tell me when I placed itHe finally looked it up and provided me with the tracking numberThe customer service reps never ask you to hold while they look up something and then when I sent the message asking who the manager is "kyle" disconnected me

Buyer Beware; If you have a problem with the product, Floor and Decor will give you a type written sheet with instructions for warranty claims They will not process the claim for review without You first hiring a certified flooring expert to provide them with a written reportThe cost quoted to me by an expert was $600.Floor and Decor's claim department refused to provide me with the manufacturer's name and contact information for the productDoes Floor and Decor stand behind the products they sell? Do manufacturers want feedback on their products?

Floor and Decor in Birmingham, AlabamaI, like many others on this site, purchased flooring and it's horrible! It is buckling and crowning and I can't get any help from customer service just the run aroundWorst place ever! Also, how can they possibly have an A+ with sooo many complaints??

I purchased boxes of tiles for kitchen floorboxes out of have different size and shade
We purchased boxes of tiles from your *** storeAfter installing boxes contractor discovered that last boxes have different shade and size tilesWe went back to store and spoke to manager *** who was very rude and unprofessionalHe said that they don't have tiles that we need and nothing he can do about itThen he walked away from us
So now we have part of our kitchen done and we don't have tiles that we needWe paid $for the job that can't be finishedPlease advice us what we should do now!
Product number ***
Shade
Caliber
That is the product that we purchased
Thanks

Throw money out the door
I ordered over 3,sqFt of tile online from Floor and DecorI live in a rural area and was charged $for freight serviceThey use a third party delivery service ***which was an hour and half early on the delivery dateI was in a meeting and the time I got back to the driver they were returning to their warehouse and refused to turn aroundHe informed me that there was no problem, and they would reschedule deliverydays later I receive a call from Floor and Decor that it will be an additional $to deliver the tileINSANE! Floor and decor then informed me that I would be responsible for a restocking fee if I chose to return the merchandiseI was forced to take the lesser of the two evils and through
Almost $out the window thanks to these two companiesI have used Floor and decor before on multiple projects as I am a home builder but will never ever use them again after the way I was treated

laminate floor pieces in the box damage.the Cashier let me know the remainders get thrown away I spoke with a young man who tols me the pieces could be ordered however nothing was done
Account_Number: ***

The largest purchase I've personally made at this store was just over $for a heated floor system I was able to speak with someone knowledgeable about it's installation who made sure I had everything I needed for the job They suggested getting another heat sensor to be installed along with the first as a baincase it failed at any time The thought would have never crossed my mind but its failure would render the entire system inoperable and trying to remedy the situation could potentially render it useless if the heating cable were to be damaged What a great idea to have another sensor in place as back up because even though $isn't a huge loss, installation labor costs around times as much and I don't even want to think about the cost/headache of having to fix or especially replace the system
I read quite a few of the complaints about this store and I have to believe that many were made by amateurs or inexperienced not properly investigating (reading the instructions) the products and/or beginning installation before wanting a refund The compensation some are asking for is also ridiculous Further, how often does one get to return sale items anywhere else? Know what you are buying and what to do with it, otherwise risk expensive experimentation

They sent my order late and different color tilesThey refuse to pay for return shipping and refund what I was charged
On March 10th I placed the order for different types of tilesThe order was $for the product and $for the delivery)On the 12th they contacted me to let me know that they don't have one of the products and few days later they charged again my credit card for the amount I was suppose to get refunded
On the website it says that the delivery is guaranteed 7-days (as it is included with all the email correspondence)
On March 19th I received pieces out of the pieces I was suppose to getI called them and they told me that the rest of the order is on the way and they are going to email me a tracking number
I called them in the meantime to check on my order and nobody could give me a clear answer, so on March 31st (days later) I requested a return label and a full refundThey refusedInstead they send me another partial order (

Inventory numbers far from correct, no explanation from manage mentNo escalation process to contact anyone in corporate office
I been trying to purchase a product from all three AZ locations recently and am given a different answer every time I speak to someoneI was at the Phoenix location and they were out of the mustard ledger panel corner pieces, item number ***, but confirmed there were items available at the *** locationPrior to driving to ***, I called the number to confirm and confirmed were availableI drove minutes to get to the store and was unable to find the item and asked an associateHe went to the correct sec ion of the store and wasn't able to locate any itemsHe contacted his supervisor and was told that none were availableI asked how this would be possible and was told they could have been dropped and inventory wasn't updatedThis is a discontinued item but the rep offered to give me a shipping quote to get the item in from A

I purchased a laminate flooring product on 7/03/product #*** and apppieces have lost their top layeryear warranty
My laminate floor has lost it top layer I purchased the floor on 7/03/ It has a year warranty Approximately pieces have lost the top covering I went to Floor and Décor to replace the damaged pieces They are no longer available in California but map be available back East They would not ship it out to a store in San Diego or local area I showed them pictures of the damage They were not helpful in working out a solution All I want is the number of damaged boards so I can repair the damage

I purchased Bartley Pine Premium Laminate Flooring on July 19, and some additional boxes of planks on July 22, During installation, we noticed that some of the planks were chippingWe brought one of the boxes with these planks back to the store and was told that since some were cut, they could not replace these (even though the receipt states that "if verified to be defective, can be exchanged within days of purchase.")I noticed that after installation, some of the planks continued to chipThe flooring was installed in our loft where there is very little foot trafficAt first, it seemed to be just a few planks, so I emailed the Floor & Decor Customer Service about a wood filler that would match as well as more information of the 25-year warranty (which I noticed when we purchased the product)The customer service agent, ***, asked for my phone number and then called meI let her know of the defects I was noticing and initially asked her if they could

My December Nightmare is over!!!! I will never purchase from floor and decor or use this organization to complete a job againI purchased the tile from Floor and Decor and was given a phone number for the installation services and thats when things got messy300sq ft of kitchen tile took weeks to completeI was I was told the job could be completed in days (Friday, Saturday, Sunday)...I took off days from work just to have the job completed and it did not help at allThe contractor canceled last minute times because of "emergencies" and after the contractor would cancel I would have to chase the person down to figure out when they would be coming back to workBefore I paid for the installation my location wasn't an issue (of course)...after I paid for the service the contractor constantly told me I lived too far and it takes him an hour to get to my houseWhy did you accept the job if I live so far?!?!?!?!?
Keep in mind the entire time (weeks) I had no access to downstairs bathroom, Laundry room and the kitchen stove was unplugged and refrigerator was moved to the middle of the floorBecause those areas needed to be tiledweeks during the holidays with no kitchen, bathroom, or laundry roomAs of now the tile is installed but in several spots it is uneven and the sharp edge is exposedMy cabinets were brand new and now the wood is split because of the crappy work done installing the quarter roundAnd oh yeah about the quarter round he didn't install all of it because "this is all he could find at his house"So only about 50% of that is complete
Overall this has been a complete nightmare and I will never do business with this organization againI did not want to spend my holidays dealing with contractor issues and not being able to spend it with family
Terrible customer service!!!!

I purchased two orders of tile online for store pickup The store the following day had only one of my orders in the system I did have receipts for both orders I decided to return the order they had correct in their system When they processed that return, I received no confirmation number or receipt for that return A week later my card has not been credited
They tried to send me to their customer service people to return the order not in their system I waited on hold for a human being for over min Finally a store employee got through and supposedly processed the order Again, no receipt or confirmation number Just a promised an email would come showing the credit Again, a week later the charges are still on my card
I tried replying to the original online purchase email I was told I would receive a response within hrs Again, ***!
I will be calling visa and disputing the online purchase charges
Product_Or_Service: Bullnose tile
Order

We made a large order of nearly lbs of tile, in which, there were two different dial-out numbers with patterned tile that didn't match perfectlyNo where was dial-out number specified in our order, nor were we given an option to request a uniform dial-out number during our orderAfter working with the tile for over a day, the tile layer finally realized the differing dial-out numbers and associated with that as the reason the tile didn't match up perfectly on the floorOne of the representatives advised us that we would have to file a complaint via email, wait 48hrs for a response, return our incorrect tile in "resaleable condition," and then MAYBE receive a replacement tile in the next week or so after the incorrect tile was received by Floor & Decor
This is a ridiculous policy on many levelsIn a construction zone, it is impossible to guarantee and keep different boxes of tiles separately when you don't know off the bat that the tile are of different batches / dial-outsIt's also ridiculous to expect us to go back, find all the differing tile, expect that we can repackage them in resaleable condition, and send them back in a timely manner in the middle of a construction project that costs money / time / laborWhy couldn't one of the representatives on the phone file the complaint with all of the pertinent information? Why do we have to go through email and wait another 48hrs for a response when time is of the essence? All of this work without the guarantee that a matching replacement tile would be sent out in a timely manner
Despite all of this, we were ready to order two new boxes of matching tile on our own instead of asking for a replacement, in order to expedite the arrival of correct tileBut the representative refused to consider waiving the shipment cost for the ~$worth of tile (shipping costs were ~$for these two boxesagain, ridiculous; especially considering we already paid over $for the first shipment)
Apart from all of this, we came across rude representatives who actually hung up on us and refused to come back on the phone when we called back by saying they were "in a meeting," literally within seconds of hanging upThe second representative was even less helpful than the firstOverall terrible experience
Throughout this process, one thing became absolutely clearFloor & Decor has zero sense of responsibility for it's mistakes and no respect for their customersThe concept of customer satisfaction is clearly not taught in your corporate cultureAntoine was absolutely inappropriate in hanging up on me and refusing to come to the phone within less than a minute of hanging upRenee was not apologetic at all about the error that was clearly made on your end
We will not be bringing any business back to Floor & Decor and will strongly advise all of our friends / neighborhood / community against ordering from you in the future

I ordered tile last Monday, Nov.6, was told the tiles are now in Port of Houston, generally will take one week to deliver to the storebut when I went to the katy shop on Nov 12, and today, Nove 14, Nobody knows when I can get it and command center ladies promised to let their manager call me back, Duke?but never called me backHowever, I called the them again just a couple of minutes agoThey told me it will take business day to ship the tile from port of Houston to their shopThe distance is just milesit is really ridiculousmessy management, lied to the customer, avoid to resolve problemmaybe they are business, never care any small business

Placed online orders for in-store pick-upBoth orders have been mishandled, employees are unable to assist or resolve issues & I was charged twice
I placed my first online order for in-store pion 2/21/for approximately $3,When the order was placed, the item was in stock and showed it was available for same day pick-up Upon arrival at the store hours later, employees could not find my order in the system & we were instructed to call the corporate office to cancel the order so they could run the purchase through the storeThis resulted in charges to our bankSeveral days later I had to contact my bank & report it as a fraudulent charge & was eventually refunded the money I assumed this was a fluke in Floor & Decor's system since it was a same day order I placed my second online order for in-store pion 3/16/and was charged $on 3/19/ When the order was placed, it showed an arrival date of 3/23-26/& said I would receive an email reg

Ordered flooring-after weeks I was told it was unavailable and I would have to come order something else They ordered 2nd floor incorrectly too
I ordered flooring on 3/5/and was told it would be in within weeks I started calling after weeks when I had not been notified of its arrival I was told on different occasions that it would be in "next week" Finally after weeks, the dept manager (***) informed me that they should have never ordered the flooring because it was discontinued He said that I needed to stop back in and pick something else out I told him that I lived hours away and that I could not just "stop by" He said that he checked and the flooring was not available anywhere so there was no other option He told me that he would give me a GREAT deal if I came back I went back to the store on 4/12/but didn't find anything comparable I made it very clear that because I had a dog, I needed durable light colored wood-type product which limited m