Floor & Decor — Attraction in Atlanta

The bathroom renovation was completed on 03/24/22. So I loaded up (with help of course) the remaining supplies the next day on 03/25/22 since our contractor who is with Pro services kept touting Floor and Decor would take back the unused, new condition product when we first started engaging with them months ago. We were very hesitant because we had never purchased from Floor and Decor and this purchase would be over $1,400. So we purchased back in Oct and the lady who helped me was Kaila in Pro services. She did a great job and took her time in helping me pick out tile and other products. Give Kaila a 1000 percent. Due to supply chain issues our tub and other items were delayed so our renovation was not able to be finished in Dec 2021 and we didn't end up receiving the tub, etc until Jan and then had to wait until March because our contractor had a big job already scheduled for February. Since Floor and Decor would not take back our items we were given a return declined receipt The Retail Equation (TRE) which states you can get a copy of your Return Activity Report (RAR) and the girl who checked us out said to call them and we would be just stuck with the product which is $700+. Our purchase was on 10/29/22 so end of Jan would have been the latest to return but less than 2 months past we can't even get a credit and put on a report on our first purchase from Floor and Decor. This was gut wrenching and since I had to get help moving the heavy tile, etc this made it worse. It so sad to get my money back I would have had to get someone to load all the items back on their truck and return even though they hadn't been used which was brought out on a pallet when picked up and was very heavy. All items are still in stock and some are items that will always be in stock. Plus we purchased the tile at a higher cost and it's cheaper at the return rate. Since we tried to complete the return on Friday I wasn't able to call the TRE because they close at 5 pm and it was past 5 pm when the girl finished scanning our items for the return. From the statement of "you'll just be stuck with the items" I assumed the TRE receipt is just a formality and really doesn't mean anything. I will still give a call on Monday, 3/28/22 just to get the final gut 👊. I'll update after Monday.

02/28/22 Update:

On Monday morning 02/28/22 I received a call from the store manager and he discussed the return issue I had on 02/25/22. He actually listened to the situation, was very pleasant and gave me the days and time of his availability and other managers who could assist me with my return. This situation was handled professionally and actually better than I expected so I will definitely use this...

I ordered hardwood floors for my home Saturday with an expected delivery date of Thursday. Thursday a came and went with no delivery – the order tracking feature on the website is worthless because it only shows one status “In Progress.”

Friday I call, get placed on hold for 15 minutes and hung up on. Call again, same thing. Call a third time, finally get a person and ask to speak with a manager – the young lady answered the phone as though I had interrupted her dinner said, “Uhh why you got a problem?” I wait on hold for another 10 minutes and get someone who was not a manager but tried to help figure out where the delivery was, she said she would call me back in just a few minutes with an update but never did.

Saturday I go down to the store and speak to the Manager Mike, who was very nice and gave me my shipping fee back. He let me know the delivery would be there by Monday and that he would call me Monday morning with tracking info. He never called.

When I hadn’t heard from someone by Monday afternoon I again called the store and was initially told that not only would things not be delivered Monday but that the supplies needed fulfill my order were back ordered several weeks – then was told actually they were in the warehouse and would be delivered Tuesday.

Got a call from the shipping company Monday night saying that the delivery would be there Tuesday between 10 and 3pm, finally some progress in the right direction. The driver called 45 minutes before getting there like I had asked so I could have my contractor meet him at the house. I sent a text with a map showing the driver where to park and sharing the contractor’s info so they could coordinate with one another once there, the driver was supposed to arrive at 11:30AM.

At 11:34AM the driver “Jeff,” angry, calls and essentially goes off about how frustrated he is that he has had to wait for four minutes. That no, he didn’t look at my texts about where to park and has parked instead on a narrow street that is inconvenient for him. That this whole situation is, “a mess” and he “just doesn’t understand why everyone is late.”

This has been, without even close comparison, the worst experience I have ever had with a vendor for supplies for a home improvement project. Customer service was nonexistent, it is impossible to reach someone at the store who can actually help you, those who can do not follow up. Employees and the delivery vendor are blatantly rude and act as though you are bothering them by being there.

Go to Home Depot or Lowes, they treat you like they want your business and have shipping you can actually track if project timelines are...

Absolutely absurd!!!! Once I get all my money back I will never ever go through this company again! Is there enough space in the box to explain all the issues? Long but worth the read I promise. First we placed an order for more of the flooring we had previously installed months prior because we decided to do one more room in it and the Sanford store pulled our product and took our payment online but turned around and sold our product weeks later as we were unable to get there as fast as they wanted us too. So now we missed out on having the rest of our flooring to match come to find out there is only one way to get a refund that’s to go to the store then with some frustration she found out she can send a corporate check in 10 days. Still have not received said check. So in desperation I still needed and wanted the rest of this flooring so it can match. We found out we could order it from Georgia but we would have to pay for shipping. The 5 boxes we needed of product showed up today. Now to that issue freight company never set up for delivery date and time so we can be sure product was somewhere protected as we live in Florida and it’s the rainy season. They showed up! Dropped the pallet in my driveway and you guessed it rain multiple times today! Now pallet of flooring is soaked. Upon removing what little wrapping there was several boxes were soaked inside!!! And came across another one was already opened missing 2 planks and lastly a box was torn and the bottom of a plank was damaged in two places this was an entirely different box and more soaked than the last! Called the Georgia store to get a managers assistance to no avail after a 30 minute hold time. Upon requesting a manager a man who didn’t seem enthused to speak to anyone on the other line “transferred” me to a manager so I spoke with said manager and she was not a manger she was just a sales associate and said that the call transferred to her was from a manager! She attempted to get a manger on the line to see how they will rectify this issue. No avail again she took my name and number and order info and told me somebody should be able to call me back in an hour! Still no call back. We paid $220.33 in SHIPPING (almost the exact amount of the product itself!) to get the product here in good new condition and they should’ve had a scheduled date and time for delivery to be sure that was the case! I TRULY HOPE THIS REVIEW FINDS THE CORRECT PERSON TO MAKE THIS RIGHT!!! You read this far now you can take a look...