Floor & Decor — Local services in Arvada

I've shopped here many times, and I like the selection. But check out this tale of legendary incompetence --- it will blow your mind!!!

I ordered a 48 inch vanity online for store pickup.

But then I discovered that the 48 vanity that was advertised as being 48 inches was in fact 49 inches wide.  Let that be a lesson to you all.

So I called the store and asked to cancel the order. The operations person said she would cancel and issue a refund that afternoon. Easy peasy, right? No way!

A couple weeks later, I discovered that the refund hadn't been processed.  So I called and spoke to the same woman again.  She said there had been a problem, and she would try again right away and get back to me. She didn't do either.

A couple weeks later, she (I think it was same person), left me a voicemail saying there had been a problem and that I would need to come to the store and go to the register to get the order refunded.

So I drove 80 minutes (round trip) to go to this Aravada store.  The person at the register couldn't access my account.  I waited 20 minutes to speak to customer service manager.  He said he would need to call the online center (or something like that).  He said he would do it right away, but that it might take awhile.  So I asked if I could run a quick errand while he takes care of it.  He said sure.  I gave him my number.  I came back 30 minutes later, and asked for the same person. He now wasn't available -- he had gone on lunch break.

So I spoke to another manager.  He, too, promised to deal with it.  He took my number, and said he'd talk to the other guy, and then get back to me.  So I left.  (At this point, I had spend half a morning dealing with this issue).

And guess what?  Still no refund, still no word from any of the people I've asked to help me during this whole escapade. And that includes two people who are apparently "managers."

And along the way, I periodically trying calling the main customer care number.  But each time, I was on hold so long I had to hang up. Needless to say, this is among the worst experiences I have ever had with any retailer.  The incompetence and willful neglect of my issue is astonishing.

So today I emailed the store manager (Cory Rose) and told him all of the above. I also contacted the main customer care number for the company. Let's see if any of them fix this issue.

Stay tuned! I'll update this review if they ever give me my $500 back.

Oh -- and did I mention: I originally ordered this vanity on January 24, 2021 and it is now April 11 ... so I've been dealing this for about three...

We ordered flooring here in June 2022. Nothing was bad with the purchase, but we bought an extra 10%, as they suggested and we weren't able to return the extra flooring until February 2023. We were fine with getting store credit for the return, but our return was denied! I have never heard of a return being denied! The flooring was in it's original packages, in original condition, we had the receipt, and the store still carries the EXACT SAME flooring!

Floor and Decor uses The Retail Equation to determine their returns. No one at the store can tell you whether you can return your merchandise until you spend your time loading up the flooring and driving to the store with it. They boast about "FREE RETURNS", but read the fine print!!! My husband wasted two hours of his time trying to return the flooring. Now we're spending time disputing the denied return. It's all very convoluted and difficult. I think their return policy is abnormal for the average consumer and very frustrating. I shouldn't need to bring a lawyer to be able to understand their return policies. I just want to make sure other people know that returns are not guaranteed. I find this deceptive and I will not be shopping at Floor & Decor again.

UPDATE: I wrote to the Retail Equation to dispute the denied return. I received a reply letter stating that the denied return wasn't an error and that I can submit a statement to our "Return Activity File" to explain the items in the file (no more than 100 words!).

After doing some more research, the Retail Equation is used by many, many stores and they're the reason you get black listed if you make too many returns without a receipt, but they won't tell you WHY they won't accept your return to Floor & Decor. I don't know if I made too many returns without a receipt. I don't know if I'm now black listed for the next year. Or if Floor & Decor just didn't want to accept the flooring because it's not to their financial benefit. No explanation. No REAL dispute process possible. I'm of the opinion that the dispute process is really just an illusion of a chance at getting your return accepted and that they always deny it without explanation, because they can. What a waste of time. I don't appreciate being misled or having my time wasted having to unload and reload heavy flooring. How am I supposed to write a statement to "explain the items in my file" when I don't even know why they denied the return?? So, lesson learned, DON'T EVER BUY FROM FLOOR & DECOR EXPECTING THAT YOU...

I'll try to be fair with this review despite my frustration. It's a great store with a lot of options & helpful staff, no doubt about that.

However, their warehouse management and tracking system is laughable for a publicly traded company of that size, and the reason I'm saying this is due to the following:

I've ordered flooring and they only had a portion of the quantity at the Arvada store and some at other local stores, I wanted to exhaust the available stock and wait for the rest, to keep my project going.

it took more than an hour to place an order and exhaust other local stores stock. My contractor came to pick half of the quantity from the Arvada store, and they told him, that they can't find it, it's not available or maybe someone else bought them and picked them up. I understand that mistakes happen and I'm fine with that, what's frustrating is that until today, they don't have an answer to what actually happened to half of the quantity (800 SF) that is paid for and I've seen the boxes. I came back to purchase underlayment and saw another 3 boxes on the shelf for the same flooring, I ordered them as an additional purchase, confirmed that they will be booked and prepared for pick up along with underlayment, and the same thing happens AGAIN! the contractor shows up and he get told that the underlayment is ready but they can't find the 3 boxes he's referring to, it's not available, it will come once the flooring is delivered and they don't know what happened to them, they're gone, or someone else picked them up.

Hence, my project is delayed 2 weeks already, I can't do essential rooms so I can move in, I'm still waiting for shipment with no expected delivery date, every time I check in I hear something different and they can't give me an exact date, but that's fine, it's due to COVID.

What blows my mind is the fact that a publicly traded company, can't link assets/materials to clients upon purchase, can't track material pickup (who's picking what) and can't provide answers to clients, even though they did the same mistake TWICE, within a week despite numerous times that this has been brought up to management attention.

I was going to complete my bathrooms and kitchen from a one stop shop, but since I don't have any reasonable answer until this day, I can't risk more delays or warehouse confusions, just cause I can't pick up my material on the same...