Floor & Decor — Attraction in Nashua

Last time shopping here....purchased all flooring and tile materials for our addition after 4 visits with the design team. We chose this store over others because we were assured that any unused material was returnable and the recommendation was to buy 20% extra for waste. We purchased our material 7/23/22. Due a few unexpected delays with construction, we packed up all the extra material and drove 35min to return it on 12/3/22.

We were returning tile and grout and a piece of schluter edge trim totaling $350, after spending $10k for all our purchases. We got to the register, they pulled up our account, and immediately stated some of the returns were over 90 days. I asked what that meant because we had never been advised of a 90 day return policy. She said they had to try processing the return to see if it would be allowed. It came back denied. I asked who was denying it and she said a 3rd party company called the Retail Equation. I asked who they were and she said they determine if the color and lots are still available and should be accepted for return. Now the Schluter edge is sold right next to the register and was available in the exact color I was trying to return. The three bags of exact color grout are all available in the grout aisle and the tile being returned is still sold in the store.

The woman at the register was very kind but clearly had no authority and asked if I wanted to speak to a manager, who would tell me the same thing. I asked to speak to her anyway. I explained that I had visited the design team 4 times without mention of no returns after 90 days. She, very uncaringly, told me I should have read my receipt. Everything is online and through email and I had no reason to open an email and read my receipt after speaking in person to someone 4 times. I trusted what I was being told was accurate. Big mistake!!

It was pouring outside. I had a cart full of tile and grout, some of which had been delivered to me with small holes in it that caused the grout to spill out every time it was moved. They actually called someone over to look at the grout to make sure it was returnable and the man said, yes it was, it was a known problem with the bags that was being looked into. The manager was completely unsympathetic and said the only thing she could do was have someone help me load my car back up if I pulled the car up to the door and encouraged me to call the number on the piece of paper they printed out for me, which was the third party, The Retail Equation.

Buyers beware!! Last time we will ever shop here!!

12/4/2022 update…followed the recommendation to call TRE. It is a company that reports ‘fraudulent’ returns of which I have none. The website clearly states ‘ the decision to deny or warn such customer rests exclusively with the retailer’ and ‘TRE dots not have the authority to overturn a decision made by any retailer’.

So, a complete waste of time and more misinformation provided by the store manager who insisted the only way to overturn the decision was to contact TRE because they decide who gets...

Floor and Decor best serves the customer that is a DIYer. I guess we should have known that from the start. They offer a free designer which was helpful. No one answers the main number so I recommend that when you call the main number you opt for "Pro Premier" Department. They reliably answer the phone. I worked with a few of them and they were all extremely friendly and down to earth. The Pro Premier desk associates gets 5 stars! They are very knowledgeable about flooring and supplies. The warehouse desk also has knowledgeable and very helpful staff. The front end register staff struggles to ring things and make returns and this process generally takes quite awhile and requires the involvement of management.

You have to buy your own flooring and supplies and figure out how to get them to your house. Our flooring project required many very heavy 60 lb 7 ft 2 inch boxes of hardwood flooring. If you order your flooring and supplies online and opt for the $135 home delivery then you will have a tractor trailer dropping off the flooring and supplies in front of your home on the street. (That is if a tractor trailer can fit down your street). If you order your flooring and supplies in the store at the "Pro Premier" desk then you can opt for a local Bungii delivery person in a pick up truck to deliver your flooring "into the first threshold of your home" which they said means the garage in our case. They will not deliver your flooring and supplies inside of your house. If we had known all of this from the start we would have went with a local "mom and pop" flooring company that purchases and brings all flooring and supplies inside of your home.

One of the managers Tom was very helpful when I had to run back to the store in the middle of the project to return the mismatched T moldings that were delivered. He went into the warehouse to bring out their back stock to let me find matching pieces, since the pieces on the floor did not match.

If you have a bad back, are elderly and/or are physically disabled I would NOT recommend getting your flooring installed by Floor and Decor. They no longer offer Bungii's "white glove delivery service" which means delivering your flooring and supplies inside of your home. I'm surprised that they can get away with this given all of the ADA laws.

They only have a 90 day return policy which further contributed to the stress of the project. Store credit is not helpful for those who will never have flooring installed by Floor and Decor again. Thankfully we only had 2 boxes of wood...

The service of this company is appalling to their "Pro Members!"

We are a medium size construction company in the local economy and a "Pro Member." We asked our client to pick a tile for a 600+Sqft installation. The client picked a natural tile. We've installed hundreds of thousands of Sqft through the years. Our client based their/our purchase on the display. We worked with Johnny and Dave to acquire the tile because it wasn't available all in Nashua location, the delta of the tile was in Braintree store.

They offer a delivery option due to it not being all in one location. We agreed to pay $529. for delivery. The product was delivered and was extremely misrepresented as the video and photos show. We started the installation and determined the "cliftting" or variance in the tile was so substantial that the product was not feasible for a floor application. For an exterior application or wall tile we agree it would work due to the variation. The tile display show common variance 1/16- 1/8 which is what our client wanted and what we determine "installable".

We went through half the pallet trying to get the floor to layout with having so that you wouldn’t rip your toes off walking in the space.

The tile that was delivered was as tall as 3/4 thick down to 1/4! There was an average of 1/2" to 5/16" from front to back or left to right. Making it not feasible to install. When speaking with the pro department about the issue and talked about our options, it was a refund was the only option they didnt have another product to offer. We paid our installers to pick up 5000lbs+ of tile on a Saturday to pick up from the site and return to the store. Our industry is relationship based like any, Dave provided no support told me to call the store and "figure out with them" I ended up on a call with the Operations Manager, Sam Avery and his misalignment to provide a refund for the transport cost we paid was on par with the misrepresentation of the product we received.

We "paid" one way we anticipated a partnership in working with a vendor if a product is wrong which we carried the weight quite literally one way but were still charged for the delivery so not a true return. We will no longer be working with Floor and Decor as a company as we have had other generally minor issues with orders in the past but understand what a relationship is.

We have different interruption of what a...