Floor & Decor review: Product incorrect ( 1 comment)

Store Location
7061 W 159th Street
Tinley Park, Illinois 60487
Store 269
Transaction Number [protected]

I am writing to formally raise a serious concern regarding our recent flooring and stair nosing purchase made on March 20, 2026.

While the flooring itself was delivered on time, we were informed at the time of purchase that the stair nosings would need to be sourced from other stores and would take approximately 7–10 days. After two weeks without delivery, I followed up and was told it would take a few more days. I then spoke directly with your store manager, Peter, explaining the urgency of our project. He later informed me that the nosings would instead be purchased from a competitor and would take about an additional week.

When we finally received and opened the cartons, we discovered that the nosings were incorrect. The thickness is 3/4", while the flooring is 5/8", and the tongue-and-groove profiles do not match. This makes the product incompatible as delivered.

I attempted to contact Peter again but received no response. I then spoke with Bill, our salesperson, explained the issue in detail, and requested a call from a regional manager. To date, I have not received any follow-up from anyone.

This situation has now created a critical issue. Our client is in the process of moving furniture into the home, and the stairs must be completed immediately. Due to the lack of resolution, we have been forced to modify the nosings ourselves—cutting grooves, milling down thickness, and routing new profiles to match the flooring. This additional work will cost approximately $8,000 in labor.

This outcome is unacceptable and entirely avoidable. We relied on your team to provide the correct materials in a reasonable timeframe, and both the delay and the incorrect product have caused significant disruption and financial impact.

We are requesting immediate contact from a regional manager or senior representative to address this matter and discuss appropriate compensation for the additional labor costs incurred.

Please treat this as urgent.

Photos will be taken tomorrow 4/21/2026.
Please send me a email address to forward the photos.

Terry G. Germany
Midway III Construction Inc.
1305 S. Schoolhouse road
Unit #1
New Lenox, Illinois 60451
([protected]@midway3.com)
Cell [protected]