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Business Profile

Floor Materials

Floor & Decor

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

This profile includes complaints for Floor & Decor's headquarters and its corporate-owned locations. To view all corporate locations, see

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Floor & Decor has 121 locations, listed below.

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    Customer Complaints Summary

    • 265 total complaints in the last 3 years.
    • 66 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      4/6/2024 Purchased LTV cork backed floor. Installed by *************************** using their Installation Made Easy (IME) program. Installed 4/10/2024. 1/24/2025 floor buckling and cracked. I was advised to contact ***. Installer came out, said installation was good, buckling due to high moisture reading. Hired leak detection service who confirmed no active water leakage. Floor and Decor said a stronger vapor barrier should have been used. Installer said vapor barrier chosen by Floor and Decor. Store manager agreed that cork-backed flooring not best choice in high humid area. Now Floor and Decor advise me to work with IME...their marketing company who doesn't offer any solutions on resolution, and isn't licensed in State of **************.

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1) I opened a credit account AT ********************** ****************? in October 2024 2) was charge a late fee , but never received a bill ( they waived late charge after I spent hours on phone disputing)3)December never received a bill- had to call again and remove late charge 4) Received a Bill in January, paid the amount but was still charged a $2.00 fee for what ?5) Feb, did not recieve a bill, but called and paid according to there finance plan, but was still charged extra $2- Decided to pay entire balance of of $401.98 because didn't trust them 6) March 3/26/2025, still did not receive a statement so I called ( talked to Joy) to make sure my account was zero balance ( AND WAS THE FIRST TIME I WAS ABLE TO TALKED TO A PERSON after 5 times or past previous months and they still charged me $2??????7) I have many credit cards and run a small business 25YRS, I manage credit very well, I have never dealt with this small fee bs from any card ( OR NO SHOW ON STATEMENTS AND THEN LATE FEES-8) I assume many people are just paying whatever statement they send out 9) I'm convinced it is some type of fraud, and needs to be looked into 10) i have ******** DEPOT for 25 years, and have used there finance plans , NO INTEREST 6 mo, 12, mo, 18mo- I HAVE NEVER PAID $1 DOLLAR IN INTEREST

    • Initial Complaint

      Date:02/25/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am writing to file a complaint against Floor & Decor regarding a recent purchase of hardwood flooring, which has resulted in significant inconvenience and financial burden.On February 22, 2025, I purchased 29 boxes of NCO SPC EIR **** GRY 11 (Product Number: *********) from the Floor & Decor location in *************, ** (Receipt #****************, Customer ID: **********. The total cost of the purchase exceeded $3,000, including additional materials such as underlayment and transition moldings. However, at the time of pickup on February 23, 2025, only 20 boxes were available. When I returned to pick up the remaining 9 boxes, I found that they were severely damaged, with visible forklift marks, rendering them unusable.This issue has delayed my flooring installation, causing additional labor costs as my installation crew remains on standby. The unexpected delay is impacting my ability to complete this project in a timely manner.Despite reaching out to Floor & Decor, I have not received a satisfactory resolution. Given the circumstances, I am requesting immediate free delivery of the remaining 9 boxes and a discount to compensate for the inconvenience caused by the damaged product and the resulting delays.

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a floor from this company and in only a year the floor started to get damage. Called the company and they sent an inspector, which took almost a month and half to answer. Floor Decor answered that because we had placed the island on top of the floor, it was damaged, and they couldnt use customer warranty. When I did my research I found the island is the same weight of a refrigerator or stove, which should not be any problem. I spent almost $3,000 on this floor for it only to be used for one year!!Now we have splinters in our floor, and cant walk comfortably in our house without shoes because it is dangerous!! Shame on Floor Decor!!

    • Initial Complaint

      Date:02/01/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was at the **** store to get modified thinset for my shower floor the guy that helped us claimed to be a manager and seemed knowledgeable, he recommended Mapei Ultrabond ECO GPT, product was $200 for 4 gallons bought 2...the product applied well, smoothly... Didn't realize until after installation that it's not only not for use on floors, but also not for shower area... Unfortunately I listened to their sales associate and now I have to **** the whole project which is now costing us thousands all because we listened to their team members... Do your research before going and don't listen to or believe anything they have to say or recommend

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased DuraLux Luxury Vinyl Flooring from Floor & Decor, which later developed severe defects, including cracking, delamination, and cupping. My warranty claim was denied through a biased and flawed inspection process.Key Issues with Floor & Decor's Handling of My Warranty ************************* Inspection The inspection only assessed installation and environment, not the product itself.The report states that its accuracy is not guaranteed and does not meet ASTM standards.Floor & Decor used this flawed report as the sole justification to deny my claim.Unclear Warranty Coverage Floor & Decor refuses to define what qualifies as a manufacturing defect, making it impossible for consumers to understand coverage.False Claim Closure Despite my active dispute, Floor & Decor falsely closed my case and said they would only reopen it if I paid for a second inspection.This is an unfair burden and a way to avoid honoring their warranty.Warranty Contradictions The warranty states moisture should not affect flooring integrity, yet my claim was denied for "excessive moisture."If the product is waterproof, why is moisture an excuse?Rolling Chair Denial Without Proper Disclosure Floor & Decor blamed some flooring failure on rolling chairs, yet the requirement for furniture mats is only in the warranty, not disclosed at purchase.Unreliable Subfloor Flatness Testing The inspector only took one flatness measurement per room, which does not accurately assess subfloor conditions.Flatness was measured on top of failing flooring, making their readings unreliable.If flatness and moisture were the cause, why is my living room floor unaffected?Desired Settlement:A full refund for the defective flooring and installation costs.I have attached supporting documents, including the inspection report and email correspondence. Additional photo and video evidence is available upon request.

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order in 12/12/24 for flooring that was being marketed on display in the store. I was given a worst case scenario of February 3rd but most likely I would get the product in January sometime. They now say perhaps by 2/19 or March 1st. It seems as though they really have no idea when I will get the product. I would not have ordered this product and put my entire home remodeling on hold had I known this would be the case. This is costing me time and money. The stores should not be advertising flooring that you may or may not ever receive. The sales manager ******** has been very helpful and this is not a reflection on her, it is a reflection on a lack of reliable logistics causing great delay. I was planning to use Floor & Decor for the tiling of my projects as well and believe being compensated with store credit would help limit the financial burden this additional delay is causing me. I have to continue to pay two mortgages for another month as a result of this delay(roughly an extra 5k). I dont expect Floor & Decor to cover a mortgage payment but a couple thousand in store credit would certainly go a long way.

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally address an issue with the flooring installed in my condo following hurricane damage in 2017. **** ***** Restoration (PDR) was hired to handle the repairs, including the installation of new flooring. I selected the flooring based on PDR's recommendation that it came with a lifetime warranty against color fading. The installation was completed in early 2018.However, this past year, when my building required repairs to the concrete between floors, a section of the flooring in my condo was removed. I planned to use an unused box of the same flooring to replace the section, but upon inspection, we noticed a significant color discrepancy between the new box of flooring and the existing floors. Furthermore, we observed that the flooring throughout the entire condo exhibited noticeable color variations.I opened a warranty claim with Floor and Dcor, which caused a delay of over two months in replacing the damaged floor as they confirmed that discoloring was indeed under the warranty. I sent photos showing the issues directly to Floor and Decor. Floor and **** sent an independent contractor to inspect the issue. The contractors report confirmed that the flooring was discolored, even in areas that had never been exposed to sunlight. Despite this, the manufacturer declined to honor the warranty, citing proximity to a window as the reasonan explanation that contradicts both the inspectors findings and several photographs. Floor and Decor told me I could not replace the flooring for over 2 months, which I believe is done intentionally to exhaust the customer. I am requesting a full refund for the flooring as the warranty was not properly honored and the product has proven defective. If this issue is not resolved promptly, I will be submitting formal complaints to both **** ***** Restoration and Duralux Performance, and I may pursue legal action.

    • Initial Complaint

      Date:01/27/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought vynil wood floor for my house from flooring decor. The brand was ****** which appears to be the house brand for them. After the installation my flooring started to lift and warp and after numerous attempts to contact NUCORE with no success I when to the store and asked about how to proceed with a warranty claim. They gave me an email to write to which was also never responded to. I just want my money back to replace my floor with something that works. Its become a tripping hazard and honestly its so bad Ive started to remove some of it because it was dangerous to walk on.

    • Initial Complaint

      Date:01/27/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      WORST STORE, WORST PEOPLE, LIERS. Initially some incompetent *** created an invoice in a hurry because he was going home with a wrong SKU. When the order was picked up and came home to realize that the product is **** finish instead of polished. I had to load up every thing and return to store. Also when I was at the store, the so called MANAGER *** said that he will help palce another order for with the same dye lot and make sure it gets to me on 01/28 and said he is going to enter the delivery date as 01/30 just in case. I believed in his words and palced the order again. When I called in today (01/27) to check on the order, first *** says the order is delayed and will take couple of more weeks, when I insisted on talking to the manager, Some one named '****' came and said that it will be delivered to me on 01/31 and he was saying if I want to cancel the order that is fine. What an irresponsible people, don't understand the essence of time and the delays and loss it is causing my projects.

    Floor & Decor is NOT a BBB Accredited Business.

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