Is Floor City Legit? The Unfiltered Truth Before You Buy
You’re ready to transform your home with new flooring. You’ve spent hours browsing inspiration and finally found the perfect luxury vinyl plank. The only problem? The price at your local store gives you pause. Then, you find Floor City online, and the prices seem almost too good to be true. That’s when the big question hits: is Floor City legit?
This single question can bring your entire project to a screeching halt. The fear of online scams, receiving damaged or low-quality products, and dealing with nonexistent customer service is a massive problem for anyone considering a large home improvement purchase online. You’re not just buying flooring; you’re making a significant investment in your home, and the risk of it going wrong is a heavy weight.
In this comprehensive guide, we will pull back the curtain on Floor City. We will dive deep into unfiltered customer reviews, analyze their business practices, and compare them directly to traditional brick-and-mortar stores. By the end, you will have a clear, confident answer and a roadmap for making a smart, safe flooring purchase.
You'll Learn About
Who is Floor City? A Look Behind the Curtain
Floor City is an online, nationwide flooring supplier that has been in operation since 2012. The company positions itself as a wholesale flooring store, offering a wide variety of products to both residential and commercial customers. Their business model is built on providing a massive selection of brand-name flooring, such as Shaw, COREtec, Armstrong, and Mohawk, at highly competitive prices.
Unlike a local retailer, they don’t have physical showrooms in every city. Instead, they operate primarily through their website and ship products across the country, often to local warehouses for customer pickup or directly to a job site via freight delivery. This model allows them to cut down on the overhead costs associated with retail space, theoretically passing those savings on to the customer. This appeals heavily to contractors and experienced DIYers who know exactly what they want and are primarily focused on price.
The “Is It Legit?” Question: Analyzing Real Customer Reviews
To get to the heart of Floor City’s legitimacy, we must look at the real experiences of the people who have sent them their hard-earned money. A deep dive into reviews on Reddit, the Better Business Bureau (BBB), and other platforms reveals a consistent but divided picture of the company.
The Good: What Customers Praise About Floor City
The most significant and consistent praise for Floor City revolves around one thing: price. Many customers, particularly on forums like Reddit, report saving substantial amounts of money compared to local stores. It’s not uncommon to find users who received quotes that were nearly half the price per square foot for the exact same brand-name product. For large projects, this can translate into thousands of dollars in savings.
Customers also appreciate the vast selection. Because they aren’t limited by physical showroom space, they can offer a dizzying array of products from dozens of manufacturers. Positive reviews also mention successful transactions where the correct product arrived on time and in good condition, solidifying the view that they are, in fact, a legitimate operation capable of fulfilling large orders correctly.
The Bad: Common Complaints and Red Flags
Despite the positive pricing feedback, a significant number of customer complaints highlight critical risks in their business model. The most frequent issues are centered around shipping and delivery. Reviews are filled with stories of delayed shipments that push project timelines back by weeks, causing major headaches with contractors and scheduling. In some cases, customers report receiving tracking information directly from the manufacturer (like Shaw Flooring), which suggests Floor City acts as a middleman, but this doesn’t always prevent delays.
Another major red flag raised by customers is communication and customer service when problems arise. While some report positive interactions, others describe a frustrating experience, citing a lack of accountability and rude service when trying to resolve issues like unexpected shipping charges or delivery errors. Damaged goods upon arrival are another recurring complaint, which leads directly to the most contentious part of their business: the return policy.
The Ugly: Navigating Shipping and Returns
This is where many customers feel the sting of the online-only model. Floor City’s return policy, detailed on their website, can be unforgiving. If you need to return an item, you will likely face a restocking fee of up to 35%, and you are responsible for both the original and the return shipping costs. For a heavy, bulky item like flooring, these shipping costs can be astronomical, sometimes making a return financially impractical.
Furthermore, their policies state that for certain major brands, returns are only possible for large quantities (e.g., a minimum of 250 sq. ft. for Shaw/COREtec products). Accessories like wall base and adhesives are often non-returnable. The process for handling shipping damage can also be slow and complicated, with their policy stating it can take up to 90 days to process refunds or replacements for lost or damaged goods. This strict policy is a significant risk for buyers and a frequent source of negative reviews.
Floor City vs. Local Stores: A Head-to-Head Comparison
Choosing between an online giant like Floor City and your neighborhood flooring shop is a classic trade-off between price and service. Neither is inherently better, but they serve different customer needs. Understanding these differences is key to making the right choice for your project.
The core appeal of Floor City is its potential for significant cost savings. However, this comes at the expense of personalized service and accountability. When something goes wrong with an online order, you might find yourself caught in a frustrating blame game between the seller, the shipping company, and the manufacturer. A local store, on the other hand, has a reputation to uphold in the community and offers a single point of accountability.
| Feature | Floor City (Online) | Local Flooring Store |
|---|---|---|
| Price | Often significantly lower due to less overhead. | Generally higher to cover showroom, staff, and inventory costs. |
| Selection | Vast selection from numerous national brands. | Limited to what they can display and stock. |
| Convenience | Shop from home anytime. Product is shipped to you or a warehouse. | Must visit during store hours. Can take samples home immediately. |
| Customer Service | Primarily via phone/email. Can be inconsistent, especially with issues. | Face-to-face interaction, personalized advice, and direct accountability. |
| Returns & Issues | Strict policies, high restocking fees, and customer-paid shipping. | More flexible policies; easier to resolve issues with damaged goods. |
| Installation Support | None. You are responsible for finding your own qualified installer. | Often offer professional installation services with a warranty on labor. |
Expert Tips for a Safe and Successful Purchase from Floor City
If the potential savings are too good to pass up, you can mitigate the risks by being a prepared and proactive buyer. Buying flooring online isn’t like buying a book; it requires careful planning and due diligence. A small oversight can lead to major problems, much like when you cut a caulk tube too big and create a mess that’s hard to control.
Before You Click ‘Buy’: The Essential Checklist
Always Order Samples: This is the most critical step. Computer screens cannot accurately represent color and texture. A floor that looks like a warm oak online might appear ashy and grey in your home’s lighting. Never commit to thousands of dollars of material based on a picture.
Measure, Measure, Measure (and Add Waste!): Accurately measure your space and add a waste factor of 10-15% to account for cuts, mistakes, and future repairs. Running out of material mid-project is a disaster, especially if the dye lot is no longer available. Precision here is just as important as ensuring a new light fixture is flush with the ceiling; getting it wrong causes significant issues.
Read the Fine Print: Read and understand the return policy, restocking fees, and damage claim window before you order. Know what you’re agreeing to. Be clear on the warranty—is it from Floor City or the manufacturer? Often, manufacturer warranties are voided by improper installation.
Understand Freight Delivery: Most flooring is shipped via LTL (less-than-truckload) freight, which is not the same as a standard package delivery. Typically, this means “curbside delivery.” The driver is only obligated to move the pallet to the back of the truck; you are responsible for getting the heavy boxes into your home.
What to Do When Your Flooring Arrives
Inspect Thoroughly Before Signing: This is your only chance to document shipping damage. Before the driver leaves, inspect the pallet for any signs of distress—crushed boxes, torn plastic, etc. If you see any, note it on the delivery receipt *before* you sign it. This documentation is crucial for a successful damage claim. Failure to note damage can result in your claim being denied.
Document Everything: Use your phone to take pictures of the pallet as it arrives, especially if you see any potential damage. Open a few boxes to check the product inside. If there is damage, document it with clear photos immediately.
A Note on Installation: Remember that Floor City is a material supplier only. They do not offer installation services. You will need to hire a qualified, insured local installer. Get multiple quotes and check references. Improper installation can ruin your beautiful new floors and void the product warranty, a risk that is just as frustrating as having a key component like a garbage disposal blade break off and render the appliance useless.
The Final Verdict: So, Is Floor City Legit?
Yes, Floor City is a legitimate company, not a scam. They sell real, brand-name flooring, and many customers have successfully saved a great deal of money by purchasing from them. However, their legitimacy does not mean they are the right choice for every buyer or every project.
They operate as a high-volume, low-margin online retailer. This business model provides exceptional pricing but comes with inherent risks and trade-offs. The customer service experience, particularly when things go wrong, can be inconsistent, and their strict return and shipping policies place a significant burden of risk on the consumer.
Ultimately, Floor City is best suited for the well-prepared, price-conscious buyer who understands these risks. Contractors and highly experienced DIYers who have triple-checked their measurements, seen physical samples, and have a plan for delivery and installation are the most likely to have a positive experience. For first-time renovators or those who value hands-on customer service and peace of mind, the potential savings may not be worth the potential frustration. The premium you pay at a local store is for service, accountability, and a helping hand—something that is difficult to put a price on.
