Floor & DecorReviews of flooranddecor.com

I purchased flooring on 9/19/22 and was assisted by Taylor Fields in the Por Premier section. Not only was she knowledgeable, she was also a pleasure to work with. She is certainly an asset to your team.

Ordered rubber gym tile flooring for a home gym, picked up on May 5, 2022. Due to project delays, we did not open the tiles until Sept. 12, 2022. At that time, we noticed that the tiles were not as described. Website described as rubber, whereas product sold to us was foam with a thing rubber topper. Store return policy said that returns after 90 days are at store discretion. Visited store, with my receipt, and was told that the system would only allow a max return of $277 (total purchase was over $700), and that I would need to call their Retail Equation department. I called and thus began a slue of explanations for my denial that did not pertain to me: 1. It was due to not having a receipt. I told them I HAD a receipt. 2. No returns past 90 days. I referenced the written return policy and reminded them that 4 of my 15 items purchased WERE returned for store credit. 3. It was due to my return history (I have none), and I would need to wait for a download of said history to be provided. I received this download which confirmed that there is NO return history prior to the current attempt. 4. I need to send a written appeal to a PO Box. I am mailing one today. This company lost a class action lawsuit years ago due to misrepresenting sold floor product. My floor product was misrepresented and (as corroborated by store employees), the written return policy leaves out important details about the company's return policy. I am requesting a store credit on the remaining 11 items so that I can purchase replacement parts.

Spent thousands of dollars at F and D on Tile and Flooring in the past year. Was told by the salesperson they would take back extra tiles if I bought too much. Was back in the store two weeks ago and bought $1100 in LVT for my daughters house. In the end I had 4 boxes of tile left over (worth $240). I needed to buy all the backsplashes so packed up the 4 boxes to first get a store credit toward probably $2000 in backsplashes. Was told the return policy was 90 days and was told (verbally by the clerk) that I was flagged in the computer for possible FRAUD for trying to return the tiles when I didn't have a receipt. (I used a credit card, and they found the transaction in the computer) Spoke with the store manager and he would not accept the tiles, even for credit. I won't spend another cent at F and D. Lousy policy, accused me of Fraud, and totally embarrassed me in front of other customers. Never again. I highly recommend going to another store for tiles and floors. Lousy customer service, openly accused me of Fraud, and didn't keep their word that they would take back extra tiles.

My husband and I came into floor and decor off 1700 s in Salt Lake City to grab some vinyl flooring for our main floor. We needed about 30 boxes and the other stores we had visited were out of stock of the options we liked. We walked in on Friday before Labor Day wanting to bring the flooring home and get the project done over the weekend- it was a last minute rush to get the materials. Jessica- this pretty blonde lady, was already assisting other customers, but she was the only employee around we could find. I asked her if she could get us help or help us when she was done with her customer. She immediately came over as her current customers were still in the throws of deciding colors and shades. She helped us find the best deal and set up a “my project” which is a software they use to add up all materials required for the project at hand. Jessica was so kind and let me know she was a recently hired employee. For as new as she was to the company, I was SO impressed with her knowledge, and if she was unsure of something she didn’t hesitate to reach out to department management for accurate answers. When spending the kind of money we were, you want to make sure everything is accurate. I don’t know how incentives work at floor and decor, but I know we finished our project with the perfect amount of materials; we had no extra to return and didn’t have to run back to the store to grab anything else. It was a big project for us but it went as smoothly as it possibly could’ve because Jessica helped us in the beginning steps. I hope they can bonus her at the very least, she is great! I will be coming back and asking for her specifically. Thank you, Jessica!

Evette from Moorestown was knowledgable about the products she was recommending to me. I was unsure how to proceed with my material selection and combinations. Evette walked me through the array of cement boards to choose from, as well as the size of tile, the selections of mortars and thinnest to the assortment of grout. There is no doubt in my mine that our project would not look professional if Evette had not spent the time with me. I have attempted many projects in our home over our thirty years of marriage. I have NEVER had an associate in any classification of raw material exhibit the professional confidence along with attentive courtesy as Evette. It is clear that the Moorestown store has the premier consultant in the profession.

Customer beware I was told they had their own installers by the floor manager. I said great I would rather deal directly with them. They sent guys over to measure from floor 1. We ordered everything they told us to. The job started with 2 guys working out of an old car. The Forman showed up on day 4 after the floor was down and the new molding was installed. He had to remove and redo the stairs witch wasted over 2 boxes of luxury vinyl on the steps and had 2 + boxes of backsplash tile I had to drive 100 miles both ways to Tucson because of miscalculation by the guy that measured The worst part is that we spent over $10,000 on the floor and have a clunk noise in the center of the master bedroom. They can rip it up and repair it but I don’t have any faith in that turning out well. When I got the manager at floor and decor to tell them about the job all they do is sympathize with you And say that the installers are 3rd party and have no connection to the store. Had I known that I would have checked reviews and got a list from them of people they recommend. They just sent these guys over and the rest is my problem. Just a heads up to future customers. The floor wasn’t cheap and I’ll be hearing a thunk every time I step on the middle of the floor Thanks floor and decor

Worst Customer service ever. Was shorted a box of marble floor tile. Our contractor picked up order. Realized it as soon as he got to our house. That day called 12 times- no one picked up. Next day warehouse guy who likely screwed up the order said he's have to check the video tape( b/c our contractor apparently sold the missing box on the way to our house??) Promised a call back. Nothing -- 4 days later. Was told store manager would reach out to us-- Nothing. Called today again 15 times-- No one picks up. Do yourself a huge favor buy elsewhere.

Purchased tile for a bathroom shower then went back and purchased more for a master shower remodel. Due to delays with contractor (likely due to covid, supply chain and all the other modern day dysfunction) the project was pushed back and when completed there was extra tile. Like others have mentioned they would not honor a return beyond 90 days. Contacted the third party and was told the return was denied at ALL Floor and Decors. Now I need to appeal through their process email/paperwork process. The crazy part is if after 90 days, they do have the options to provide in store credit. Same contractor is installing LPV and I will need to purchase 1000 sq ft of LPV. No problem with in store credit as it would be used on more of their product. Now I might as well consider another supplier. All because they are unwilling to return $100 worth of tile still in the box. Now lets talk about the poor, unfriendly, unprofessional customer service. No greeting, not a single instance of positive attitude, only a glum look and the expression that the customer is wasting their time.