Floor & Decor — Local services in Lyons Township

I purchased tile and grout for our bathroom remodel back in November 2021 and like most home projects, it was delayed quite a bit. The tiling was finally done this past week so I went to return my excess tile/grout (about $450 worth) and was refused since the receipts were past the 90 days. They told me to call The Retail Equation if I want to dispute their denial, which I did and was then told that I had to submit a dispute via US mail to have them reconsider (why wouldn't they want an email is beyond me).

I could understand if the tile or grout was dated, on clearance, in low quantities, etc. but it is not. As a matter of fact, there are 190 pieces available just at this store PLUS the price increased by $1/piece over what I paid. There are 70 boxes of the wall tile in stock at the same price. The grout is available in the same colors at the store as well as other home improvement stores so it is not a discontinued item.

All these hoops to jump thru for products that they have in stock... their receipt even states that "returns over 90 days from purchase or without an original sales receipt will be processed to merchandise credit." While I understand that they have the "right to limit or deny returns", these items were still in their unopened boxes. They claim to empower their store managers to create a local shopping experience... if this experience is what you desire, visit the Countryside, IL location. While I liked their tile and selection, it will the first and last time I shop at Floor & Decor.

REPLY: In response to the store's reply below to contact TRE to understand/review my report, I already had done that and explained that in my original post above... they said I did not have a receipt, which I did. TRE then said that my receipt was invalid since it was past the 90 days so the system does not recognize that there is a receipt. They are still unwilling to issue a merchandise credit even though their receipt (shown below in the photos) says they will in these 2...

THE WORST EXPERIENCE AT THIS PLACE EVER! Never ever am I going to purchase anything from this location. We paid for laminate flooring that they had in stock but needed to pick them up the next day, no problem. Next day my fiancé went to go get it they charged us for the WRONG laminate why? Because their employees labeled it wrong on the floor. Thank god he checked before he left the store otherwise that would have been a hassle! The same night we paid for laminate we ordered solid hardwood floor to match the laminate. The representative that took care of us told us by December it should be here and our receipt had a pick date of November 26. Whatever by December was okay with me. Then when my fiancé went to go get more tile for our laundry room he went to check on the status of the floor turns out it wouldn’t be here until January!! How the hell do you go from December to January. There is absolutely no communication and the employees are incredibly disorganized. If I knew my floor wouldn’t be in until January I would have never ever settled for the laminate. These people do not know what the hell theyre doing and the customer service sucks. We even wanted to buy tile for the shower and not one person could let us know what the hell was displayed on their wall so we can purchase it. Seriously the worst I have never had to deal with such a stupid company in my life. And now I’m forced to live with a laminate that probably won’t match to any of my new solid hardfloor I pick because these idiots messed up. Cheap prices yea, but like they say you get what you pay for and I definitely got...

Moises earned every bit of our sale at Floor & Decor. He thoroughly answered our rapid-fire battery of questions, ranging from Fireplace Tile to Flooring, putting together a whole, coordinated room arrangement. We were very satisfied with the comfort in which we were able to shop without pressure, as he outlined the positives and drawbacks of our options. Cannot say enough how pleased we were in our experience or how crafted and tailored was Moises' approach. 10/10 Would Recommend

Update: After returning on multiple occasions since, we have had nothing but helpful, educating visits for the odds and ends we didn't know or didn't calculate we would need. Happy to make the trip.

The Credit offered, however, was another story. The company they partnered with is kinda shady. We were approved for credit WITH AN INQUIRY ON BOTH APPLICANTS, went to checkout and had our credit application denied/cancelled at the register. So, we paid with our own funds (0% plus Double Points, Should've just went with our first mind...) Then, we received cards in the mail. When we called, we were told we could reapply in 30 days and that the account was closed for invalid Security Check. I suspect they discriminate against 2 well qualified (high bank rating) applicants who will repay on-time with minimal (zero) interest. They wouldn't make money that way. It really makes me wonder who they DO want to offer credit to/leach off. No reflection on Floor and Decor, other than by association. But, I've definitely worked with better...