Unfortunately, due to problems which were beyond our control (such as delayed delivery of kitchen cabinets, contractor work quality issues, stock availability issues on some materials, etc.), the renovation was not finished until 1st week of Oct. We never returned a single item while the renovation was going on to make sure all materials needed by the contractor were available to him until the renovation was complete. We purchased several materials/items from Floor & Décor at different times during the renovation.
We started renovation of our house mid-June 2022. Once they have your money, they do not care if you ever even get to the products or services that you have paid for. The response to that report confirmed that the entire company’s approach the customer service is to provide none and to politely tell people to buzz off. I tried every avenue I could find including reporting this to their ethics hotline because I wanted to believe that what I was experiencing from the front line customer service was not the way this company intended to operate.
#FLOOR AND DECOR TILE FULL#
No matter how many times it reached out and provided documentation, I continued to be told that, no I wouldn’t receive my full refund, that the entire thing was my fault, and that they would not do anything for me. They agreed, then made an accounting error they refused to correct so I was not refunded the full amount promised. I ended up reaching agreement with the company to pick up my items in-person as long as they could refund me for a large home delivery charge I had paid. It turns out my merchandise was just languishing in the stockroom at my local store, and they were taking no action to get it to me or even let me know it was there.
Over the course of 3 conversations, I got 3 wildly different stories. They lost my order and didn’t even look for it before I came asking questions after 6 weeks. They seem to be anti-customer and are big fans of passing the buck and refusing to fix their own mistakes. There is a major cultural issue with this company.
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