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Business Profile

Floor Materials

Floor & Decor

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 74 locations, listed below.

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    Customer Complaints Summary

    • 161 total complaints in the last 3 years.
    • 62 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2025

      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 a lot of tiles on 7/2/2025, including 32 pieces of POR 12x24 ****** POL SKU 101156222;The total of the order is $2934.47 The Floor and decor should give me the exact same tiles of POR 12x24 ****** POL *** when we install, the tiles have 2 different colors - white and yellow backgrounds. See the photos, the top 3 line tiles are white, all the rest tiles are yellow!I went to the store where I purchased the tiles, and the manager said he could not do anything.I lost $1500 labor to redo the entire left-side wall, including removing the installed tiles, replacing the hardy ****** board & red guard, and installing the tiles again. I also lost 8 pieces of the tiles (materials), $90.76 total. I would like Floor & Decor to pay me back for this loss, since it is completely their fault for giving me different color tiles!

    • Initial Complaint

      Date:07/15/2025

      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.
      Fake advertisement. I bought some backsplash from floor and decor. I have went to their store to check their display to make sure that is the color I want. But today after my contractor installed them on my wall, I recognized that the color is totally different! I check again the photo I took and the image online, they are totally different from I got!

    • Initial Complaint

      Date:07/11/2025

      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.
      Floor & Decor in *********, **. Recommended one of their vetted installers. However, I had to call them back out due to horrible damages to my home. They fixed them. Not 30 days after the installation my grout is splitting on tile. They didnt back the recommendation they give. He wont return my text. He wants to put caulk instead of grout. They referred me to a 3rd party company. I paid through them. He isnt listed in your database. So he isnt a legitimate business. LA Installers. ***** ***** is the owner.

    • Initial Complaint

      Date:07/09/2025

      Type:Order 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.
      NuCore Performance Flooring product installed is falling apart, cracking, breaking and bubbling up through my clients home! Floor & Decor is 100% at fault here and is denying the warranty claim to fix and offering a measly $150 for a flooring job that will cost around $15,000 to fix!!!

    • Initial Complaint

      Date:06/28/2025

      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.
      Im filing a complaint about Floor & Decor regarding the sale and misrepresentation of outdoor porcelain tile for poolside use. I initially purchased a tile labeled as indoor/outdoor and was told it was safe to use around a pool. After placing just one tile down, I slipped on itit was dangerously slick. I contacted the local store, and they admitted the website was incorrect and that the tile was not suitable for pool areas. They accepted the return and advised me to purchase a porcelain paver instead, which was more than double the original cost.I trusted their recommendation and had the porcelain pavers professionally installed. Unfortunately, these are also extremely slippery when wet, especially when stepping out of the poolposing a serious safety risk. When I contacted the store again, I was told to apply an anti-slip coating. That is unacceptable. I purchased porcelain specifically to avoid the need for added maintenance or treatments. These were marketed for pool use and should not require post-installation ******** addition, the tiles are not heat-resistant. The first tile I returned stayed cooler in the sun, but the porcelain pavers get extremely hot and uncomfortable to walk on barefoot, making them impractical for a pool deck.I am requesting a full refund for the cost of the porcelain pavers. This issue has already cost me significantly in labor, installation materials, and timenot to mention the frustration of being misled twice. Floor & Decor needs to take responsibility for selling and misrepresenting an unsafe and unsuitable product.

    • Initial Complaint

      Date:06/19/2025

      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.
      On May 11th I purchased tile for pick up from Floor and Decor. This was picked up in their loading dock on May 16th and loaded into our vehicle by a fork lift. We could not inspect the tile due to being on the pallet. When we got home and unloaded the tile, we confirmed each box was the correct tile name. We then proceeded with the project. After install several pieces of tile looked different. Just slightly different color. They were the same size and similar enough but we questioned why they were a little different. Upon further review, we noticed that the sides of the actual tile had a different barcode and tile name. It appeared that one box of tile had some incorrect tile inside the box. When we contacted floor and decor they advised it is not their fault for the wrong tile being inside the box. We are now having to rip out tile in our recent remodel in order to have all the tile match. We'd like floor and decor to hold accountability for incorrect product.

    • Initial Complaint

      Date:06/11/2025

      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.
      In September 2022, I purchased tiles and supplies ( at the ************** store) to complete an outdoor project. I was advised by the store staff to buy all materials ( Tiles and supplies) according to their recommendations. Few months after the installation, I started noticing wholes in the grout sections. I asked my contractor to apply more grout to fill in the gaps. The issues persisted year after year. Each time I had to pay my contractor to complete the multiples tasks. This became inconvenient and ********* the end of this past month ( May 2025), I made a trip to the store, and saw two managers ( **************** I showed them the photos and indicated the issues of the wholes in the grout and one cracked tile. **** said that the grout that was initially purchased and recommended by their staff was not good and that I have to buy a new grout type by the name "Proxy Grout". This is unacceptable. I already bought few containers of the installed grout that was recommended by the store staff " Mapei 5014 Biscuit".On May ******* I reached out to Floor & Decor by completing a claim form to include supportive documentation ( History of purchase receipts). After going back and forth with Mr. ****** *******, I came to the conclusion that Floor & Decor is not offering me a resolution to my issues. Mr. ******* was asking me to commission an inspection from a certified inspector to determine the cause of the issues. This is outrageous. Please advise how to proceed with Floor & Decor. Thank you. ******

    • Initial Complaint

      Date:06/05/2025

      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 trying to make a complaint against floor and decor in ************** in order to get the delivery fee waived for flooring we were trying to order since that location is inept and couldnt help us. Is there a way we could get the flooring delivered from another location and the delivery fee waived? 23415462

      Customer Answer

      Date: 06/05/2025

      My husband and I went to the *********, UT location of Floor and Decor today. We found a waterproof vinyl flooring that we liked. The *** number is ********* Bristol Bloom waterproof laminate flooring for $1.69 square foot, brand is ***********. We were helped by a nice guy named ****** there. We were told that the store didn't have the 35 boxes of material we needed, but that we could put in a pre order, pay at the front, and when it was available we would be called. Seemed like all was going well, until we went to check out. We walked up to a register and a cashier was on the phone. She literally did a shooing motion for us to leave and go to another line. Super rude. We went to another line, that cashier told us to go back to the first line. I explained that the cashier was really unfriendly and wouldn't help us. Another cashier who was an older lady told us to come back to the first line. She was rude. She couldnt pull up the order. When she did pull up the order finally she couldnt interpret it and was asking us questions about pick up, who would call us, etc. We said we had no idea, shouldn't she know that? She got snappy and rude and said no because its not all in stock. We explained we knew that, and we're told we could come get it once it was in stock again. We tried to ask additional clarifying questions about pickup dates l, etc. And she ignored us and just kept telling us the price. We weren't confident in purchasing at this point since everyone had been so incredibly rude to us at the front end and unhelpful. We had to abandon the transaction and were really sad because we fell in love with this flooring. I dont think I've ever been treated so unkind just for trying to make a purchase. We would really like to get this flooring, but we are not willing to do business with the riverdale location at this point. We would like this delivered and the delivery fee waived as we attempted to get this in store but couldnt do to no one knowing what's going on.

    • Initial Complaint

      Date:05/28/2025

      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.
      We were told to apply for a the stores credit card with a promotional rate of 12 months with 0% interest. After looking at our statements, we have been occuring interest over the last 9 months without being told why. After contacting the bank affiliated with the store, the bank said there is nothing they can do since the store was the one who didn't file the correct promotion.

    • Initial Complaint

      Date:05/21/2025

      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.
      I initially made a purchase on an 18 month financing offer in 2022 which was paid through an automatic debit every month from my account. When ********************** changed their payment portal website, the auto payments stopped without my knowledge. because I was not receiving paper statements, I was not aware of this. The company called and we discussed what happened and I made a one time payment over the phone with them to settle the account. I was told that this had happened to quite a few people when they changed their website. I was given the amount of $1203.53 and I was told that would settle and close the account. Now, 2 yrs later a collection agency is harassing me & reporting negatively on my credit report saying that I owe them additional money for interest fees and penalties. This is unacceptable and extremely disturbing given the fact that I was under the impression that all payments had been received by the company and itwas not my fault that they changed the payment portal and did not receive the payment. They agreed and accepted those missed payments with the understanding that would settle and close the account. They never said they were going to then charge me and sell my account to someone else. The ********************************** that purchased this account has now said that they researched it and found it accurate. That is simply not true the fact that I sent them all the information and because this was a telephone call from floor and decor it shouldve been recorded and this information should be on record.

    Floor & Decor is NOT a BBB Accredited Business.

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