Floor & Decor

Corporate doesn’t assist at all, even after the store dropped the ball. Manager Randall quoted the wrong store hours and set us all up for failure. I’ve emailed corporate many many times since no communication from the store. Spend money elsewhere everyone, trust me.

Mark was awesome!!! Never been to a store where they had such an awesome customer service. I'm sending everyone here. :)

Worst customer service ever. As owner of a company I deal with many different suppliers. Manager Scott has a pis poor attitude. I recommend shopping elsewhere.

BUYER BEWARE. THEY WILL NOT STAND BEHIND THEIR PRODUCTS IF YOU HAVE AN ISSUE.



I purchased around 330 sq ft of laminate flooring for my living room from the 8102 Blanding Blvd, Jacksonville, FL location of Floor and Décor on December 27, 2013. We had the flooring installed 12/28/13-12-29/13. Around 3-4 weeks after install I started noticing little indentations in a few places. I was curious so I tried to find how they were happening. I ended up finding that it was my 2yr olds toys that were making the markings. I first went to the store and spoke to a manager named Charles, who was very rude and offered no help. I asked an employee if there was someone else I could speak with and they recommended trying to get ahold of Greg. About a week passed with us trying to meet up at the store to see Greg, but we never made it up there so I finally called on 2/4/14. Greg seemed very helpful and offered to send a salesman out to our house to inspect what was going on with the flooring. Buddy Miller, in outside sales, came to our house. I showed him all of the spots (about 5 at the time) on our floor with the damage. I also took a spare board and showed him how easy it was to cause the indentations and he took that board back to Greg. A few days passed before I could get ahold of Greg who explained to me that it definitely looked like a warrantable issue, but that I would still have to get a flooring inspection done to go back to the manufacturer with the claim. He said I would be reimbursed for the flooring, the install, and the price of the inspection. I was hesitant to do this because in my mind I had noticed this issue less than a month after install and I did not feel like I should have to jump through hoops like this for to compensated for a defective product. I completely understand if it was after 90 days or something, but not after 3-4 weeks. I got prices from 3 local inspectors and talked to the 2 lowest priced. I ended up going with the middle price which was Mick L. Dale. He sounded very nice and willing to help on the phone. He came out and did his inspection on 3/12/14. This turned out to be a nightmare. First he made a rude comment to my wife while he was there. It then took him much longer than promised to get the report to me. I finally received the report over two weeks later on 3/27/14. The report basically said that everything was installed properly, but that he couldn’t reproduce what I was seeing. I can literally take one of my child’s small matchbox cars, hold it 4-5 inches above the flooring, drop it, and there will be an indentation. Anyone that knows about laminate should know that is unacceptable. I tried calling him several times with no answer, left voice mails, and never heard back from him. I emailed him several times as well and he only responded to one of those emails. He basically refused to correspond with me to get a resolution. I did complain to his licensing division, but they couldn’t directly help me either. Now I find out that Greg is gone so I spoke to Les Colburn on 5/14/14 about the situation. I gave him the overview and he asked if I would send him an email with the flooring inspection report. I sent that and he replied to me on 5/23 that he cannot replace the flooring but could offer me a discount. This is not acceptable to me as this flooring is no doubt defective. On 6/2/14 I submitted a complaint (this letter basically) to the Better Business Bureau (BBB). As of writing this it has been almost 3 weeks and they have given no response. My living room has not been completed due to this situation. I have two young kids who run their toys into and trip over the 2 spots where there is no t-mold. I keep finding more marks in the flooring, it seems like every time we clean. At this point I am completely fed up and my next step is to take this to small claims court.



-Matthew Crouch