Urban Floor Company says to hire a certified inspector if you are having a problem, then when you do, they deny any wrong doing with their product. Even when certified inspector says "Manufacturing DEFECT". Obviously, this company is trying to get out of replacing the product. How disappointing. Shame on you URBAN FLOORS. read more

They do not live up to their warranty for the flooring they sell and will do anything to get out of admitting fault.

Tl;dr - This company is terribly disappointing in its customer service. They sent us unsealed planks (see photos), refuse to take accountability, will not honor their warranty, and will hide behind gaslighting lawyers. Detailed version: We researched the purchase of our floors extensively. After countless field trips to Floor & Decor and other competitors, we settled on Urban Floor. In our research we visited their showroom in-person and met Yvette. She sold us on the durability of their product ("scratch resistant to pets, great for families with kids, etc") as well as on the 50-Year Warranty for the L'Artiste Collection. The 6mm veneer made us think we could at least live with these floors 10-15 years before needing to sand down and re-staining. That same afternoon, we purchased nearly $20k worth of the Rousseau model via Glamour Flooring. When the floor was delivered, their truck backed into our driveway, scratched the concrete, and tore some of the hedges that line the driveway. It is worth mentioning that the palettes of wood were left on the side of the road (not on the sidewalk, not even in the driveway) for us to carry into the house. Upon unloading the palettes of wood, we noticed that two boxes came damaged/ripped. Most of the planks in those had to be set aside as they could not be used. We texted that same day, but we did not hear anything back. Undeterred, our installer began to lay down the planks. All looked fine until we noticed a couple of days into it that some spots looked "washed out" and not consistent with the rest of the planks. After the installer was done, they vacuumed and cleaned the floors per the instructions in the box. It is at this point that our dismay set in. We reached out to Glamour who told us we had to wait a couple of weeks for his rep at Urban Floor to visit our home. Weeks later, they finally stopped by. The rep acknowledged the floors did not "look right" and that a further inspection would be needed. They sent an inspector (who btw is not unbiased and gets all his business through them) to inspect the floors. He defensively explained that a "diluted-intensive wood cleaner" was necessary to then be neutralized with distilled water. This is not something that an end-consumer should be expected to know, and that their instructions did not mention. After he wiped the floor, the floor seemed cleaner for ~60 seconds. After which, the floor dried and the same "cloudy spotting" persisted. He then left to file a report. A week went by and we had not heard back, so I called Ms. Yvette. Her demeanor, which lacked empathy for our troubles (now nearly 2 months into this), and resistance at explaining the process was disheartening. The report claimed the wood planks were a result of "open grain contamination." Aka not their fault. Aka buyer fault. Aka no 50 yr warranty. Take a look at the attached images of the flooring. Does this seem right? To claim open-grain contamination feels insulting. Plus, if this were true, we would expect ALL the planks to react the same way. They did not. Whether or not it is due to an open-grain, which was not disclosed at any time during the purchase process on their site or in person or in the specifications that come with the flooring, it is clear that whatever sealant they use on this Art Rousseau was not properly applied. The issues with this floor beg the question of what would be expected to be the reaction to future repairs to the home (say 12-18 months into living here). If we were drilling a hole in the drywall, would the bit of dust contaminate the floor? If we were baking and some flour spilled into the grain, would it not come out? The bigger issue here is the disregard for the 50-year warranty. After their lawyer sent us a few hostile responses to our emails, it was clear they would not correct this. We were forced to hire an outside flooring company to properly stain over and seal the NEW wood, before it was even lived upon. read more

See all

Unfortunately they are not open to public but they have good looking flooring and a nice showroom.

I'm jealous that you get to read this review and NOT choose Urban Floods, unlike us. Ugh...so, SO regret. We spent a lot of $$$$$ on our home's hardwood floors from them, but come to find out that even in a home like ours where our hardwood floors are babied, Urban Floor's are pretty much garbage. Of course we only discovered this after the hardwood floors were all installed and glued down. The "wood" actually FLAKES OFF. No hard hit needed, just walk on the floor in socks all day and random chunks come off. We went through a long process with Urban Floors trying to get them to figure out how to help fix the problem but they're weaseling out of it. Apparently they are already savvy to the fact their floors are rubbish. And thanks to reviews like this, more consumers are becoming savvy too. read more

Yvette, thanks for your prompt response. I understand your warranty policies, however I only posted photos of the areas damage has occurred with no proper explanation only that flooring is defective or low quality. I have reviewed your company's cleaning and care guidelines since the beginning to make sure I do things as your company suggests, to maintain our floors in great condition. It is not the first time however, that we have hardwood and/or engineered hardwood floors in one of our homes, we understand it requires special care and maintenance and so we have done. There are runners in my kitchen in front of the sink and stove area, there is a prep. table in the center of the kitchen that avoids foot traffic. There is an area rug in front of the fridge, which by the way (purposely) does not have a water dispenser outside the door neither inside, because visually is not to my like and also to avoid water or ice spills. Yet, we had the need to replace kitchen area planks back in 2016 due to bad condition. There is also an area rug in the foyer area to avoid damaging the floors as people enter and exit the house. All of my furniture including not heavy items have felt protectors and the very few that don't it's because we don't move them around often. In the case we do want to move them, we also have extra felt protectors for that occasion. The kitchen stools have thick plastic clear wrappers around the ends to protect the floors because of course those are always moving. My children don't wear shoes in the house and they are usually upstairs the few hours of the day they are actually home. And we (adults) wear house shoes that won't damage the floors. Cleaning is done properly as well. Vacuum regularly without the brush and Bona floor cleaner is used only when need it as a mist with a micro fiber mop. And of course, any liquid or spill is taken care of right away. As you may understand, we take REALLY GOOD CARE of our floors and everything we own for that matter. Back in 2017 when Mr. Garcia came to inspect the floors on your behalf he noticed all these things I have explained to you above, and everything continues to be protected as it was then. The Chene Grigio floors are Lacquered High Foot Traffic floors as explained by your company's descriptions on the website. "..is extremely tough and hardwearing.." "Lacquered finishes form a protective coating that is scratch and water resistant making it the ideal finish for the modern home." It has not been three full years yet since these floors were installed and are falling apart. So, even though I was reluctant to pay for a professional inspector, I think I will consider it because I am not satisfied with your product performance nor your conclusion. Thank you. read more

Flooring has completely diminished in quality since 2017. Due to water damage, we had to have flooring replaced in one room of our house. The original flooring from 2017 throughout our home is still beautiful. The contractor replaced the flooring in that room without showing us a sample for sign off of the 2023 lot he'd acquired, and we discovered to our great disappointment only after the fact the diminished quality and character of the new flooring - I'd say the quality is now akin to our entire floor in that room looking like the odd boards one might reject or tuck away somewhere unlikely to be seen when installing flooring. The old black mineral marks and knots have all been replaced by the knots being scraped out and filled with a grey/brown epoxy which they claim is color-coordinated but it's really just ugly and unnatural. The flooring also appears to be red oak today vs. assuredly white oak in 2017. When I reached out to Urban Floors to inquire whether we got a terrible lot, they confirmed that despite their website still showing the black knots to this day, they no longer carry floors with that character (read: quality). False advertising, shameful bait and switch. Stay away, they are quite unfortunately not the quality flooring company they used to be. read more

See all

Update to my original post, still absolutely love our engineered hardwood flooring from Urban Floors. It has been 6 yrs, and it is still gorgeous. I am adding a photo of our livingroom room floor from 3 yr mark and one at 6 yrs. read more

Urban Floor - This is the livingroom floor after 3 yrs. - Flooring Near Me - City Industry, California

See all

I love Urban Floor. They make Very high end quality and Luxury wood floors! Good quality wood last long durability. It's worthy for every penny. read more

We love our new built hardwood floor from "Urban Floor" !!! We purchased a replacement home and wished hardwood throughout, out and away the most effective wanting flooring was from Urban Floor. we've got a ground floor home with cement block, therefore we would have liked to use built hardwood. it's simply beautiful! we elect hand scraped Maple Aged animal skin 8" wide planks. we tend to requested samples and that they came terribly quickly, an excellent facilitate. Their web site has innumerable nice information and more videos to look at terribly Happy Customers. They're useful too. we have a tendency to ran out of planks at the top. thus we have a tendency to gave them a decision and got them from the dealer ensuing day! They were very nice regarding it. I am very happy however my house appearance currently. Lot of Thanks :) read more

Urban Floor - Flooring Near Me - City Industry, California

I can't say enough about my new hardwood floors! I love them! I found this company, Urban Floor, online and was impressed with the website, so I called to inquire additional information about their Chene Collection. I spoke to a girl named Yvette and she was very helpful and knowledgeable. She helped me narrow down my selection to 2 colors. She mailed me samples directly to my home and I fell in love with it more!! We chose Chene Lambrusco! From the beginning to the end, the whole process smooth, quick and easy! I highly recommend Urban Floor! FYI- not open to the public. read more

Received a defective floor that Urban refuses to take responsibility for. We live in a climate where we DO have winter, and temperature and humidity vary as a result of the cold weather. When purchasing a floor should you have to worry that the conditions in your home are PERFECT according to Urban Flooring standards? LOL Ripped out a perfectly good Maple floor only to replace with their junk. The floor began cracking and separating ONE week after installation. Attempting to accuse me of cleaning incorrectly, and stating you can't use any liquids on it. Who cleans their floors without some type of cleaner?!! Purchased the recommended cleaning product on Amazon. But they continue to accuse me of using a steamer??? Be very leary of the DEFECTIVE products that they sell..AND don't stand behind. They pay their "inspector" very well to make sure they will never have to provide "customer service," which they so badly lack. Also, because we used EVERY single inch of flooring and had none leftover, they could not officially test for "defects". Defect is quite apparent when 90% of the planks literally split in half. And the inspector said, "it's pretty consistent throughout". DUH Please read ALL reviews before giving this company a penny and then dealing with serious buyers remorse!! read more

See all

I highly recommend this company! My whole experience was amazing! I called to ask for samples and was pleasantly surprised to know that not only were they FREE but they arrived to my home in Las Vegas in 4 days! Their customer service is awesome! After I received my samples I called back to ask questions about the quality of the product as I have never purchased an engineered floor before. Terry, a manager at Urban Floor was so helpful that I felt confident in making such a huge purchase. I am so happy with my purchase and I love my floors. Can't wait to show them off to my friends and family when they come over. My house looks more elegant than I could ever have imagined! I highly recommend this place to everyone who is looking to buy new floors for their home or business. read more

*Another Update* Another consumer has fallen victim to the poor quality of these floors. They reached out from my review to ask if I had any resolution from Urban Floor because they are having issues after only 2 months. I wish I could say Urban Floors has good customer service and did something to make this issue that multiple people are having right, but I can't : ( I only hope people read this before they purchase and can find another product. *Previous update Thanks for your response Yvette. Funny that multiple people are having the SAME issue with the top layer of the floor for this product. AND I am having issues in non-moisture a I also spoke with a local flooring company and they no longer carry Urban Floors because of quality issues and the "inspector" paid by Urban Floor denying multiple claims. Just trying to help other people not go through the same troubles we have. read more

Absolutely dissatisfied with this product. Their flooring is substandard as well as their customer service. I do not recommend doing business with Urban Floor. read more

See all

We had new carpet installed. Awesome job. Very happy.

We just installed their Villa Caprisi in our new home, and it looks great! We went with the Calabria and I love it. They have a lot of good colors though, so was hard to pick. The planks are wider than a lot of other floors we looked at. I guess this is more of a review for the Villa Caprisi line. It's a pretty unique floor, excellent colors, good texture. They're helpful too. We ran out of planks at the end. So we gave them a call and got them from the dealer the next day! They were really nice about it. The girl who helped me really kind. I'm really happy how my house looks now. :) read more

We purchased 74 boxes of EX-MN305 maple to do our family, living, hallway and master bedroom. Replacing the original REO grade carpet with this flooring, as I've never installed hardwood, or any other flooring, prior to this project. I was very timid about ripping into $6,000.00+ worth of flooring for the first time! However, with the technical input from a skilled friend and his high dollar compound miter saw I did all three rooms and the hallway at an angle - wifey couldn't have it going straight. Everything about this product was quality, from the consistency of the fitment, the tight seams by way of the outstanding finish of this product. We went with Urban Floor really by default - the first flooring we chose was based on a single stick sample at Sid's Carpet barn. Once I picked up/delivered my flooring and opened the very first box we learned there was brown throughout the pattern not shown on what we based our decision on. We returned the whole lot of material. Sid's ordered a box of the Urban Floor material and we opened /reviewed the material - it was spot on. And also about $2,000.00 more then what we originally chose. The best 2K I've spent on any DIY project so far. Everyone who comes into our home either friends, family and service personnel comment of the floors. Would I recommend this manufacturer to anyone who is thinking of hardwood? Very much so. If I knew how to add photos to this I would. Very easy to work with and looks outstanding. read more

See all

It was worth the $10K we shelled out to Urban Floors to replace the carpets on the 2nd floor and pergo on the main floor. The experience from start to finish was better than I had expected. The price was fair, the installers were professional and the sales associate was there every step of the way to manage the project until completion. It only took them two days to complete the work and if I had to do it all again I would! I also received a nice gift... who does that anymore? Urban Floors does and it was a real nice touch too. read more

Urban Floor - Before - Flooring Near Me - City Industry, California

See all

Amazing! Simply Amazing! I installed 700 sq ft of Hickory Tumbleweed in our condo about 7 years ago. When we purchased a new home, we knew we had to see what was new at Urban Floors. We found Savanna and Chene was a new product line. Urban Floors sent us out samples of several colors in each styles. We finally decided and we got 1,000 sq ft for our new home. The flooring is beautiful! Thank you Urban Floors. read more

I am absolutely in love with my floors. I did research for a few months for quality hardwood with unique colors, and wide planks. When I stumbled across Urban Floors, I knew this flooring company would be the one. They had exactly what I envisioned. I had difficulty choosing from their exquisite collections, because I loved all of them. I ordered a few free samples online, and got them in mail a few days later. Amongst the many free samples, I fell in love with Chianti from the Chene collection. My entire house is covered in this gorgeous flooring. Everyone I came in contact with was extraordinarily polite with excellent customer service. Jordan is awesome and answered all my questions regarding the floors and maintenance care. 10 stars for Urban Floors!! read more

See all

Save yourself a lot of heart ache.This company does not stand behind their product. I bought a Urban Maple Floor. The floor was defective it didn't come close to the sample. The variation in wood color was extreme. The floor did not even look like it was the same wood. I remodel houses for a living. I install at least fifteen floors a year. I have never used a product that was so defective. The Manager at urban floors was unreasonable he totally denied any responsibiity. He said he didn't care if I posted a negative review about their product. He said other people had call to complain about their products but he didn't care if they expressed their opinion on the internet.This floor was made in China. The Manager said he didn't care if I sued them over their defective floor. I hope this information proves helpful to you. read more

Thankfully I'm able to speak of Urban Floor from a slightly different perspective. Not as a client but as a contractor... Urban Floor initially hired me this past December for their Christmas party (I'm a photographer). No more than 10 minutes in I could see that this company was just different. They genuinely loved their job and their coworkers. As the night progressed it felt much more like I was a guest with budding friendships, not a stranger much less a hired employee. About two months later I was again given the opportunity to work with them. This time on a much larger and more professional setting, the largest flooring expo in the world located in Las Vegas Nevada. There were literally hundreds of companies there yet not on par to Urban Floor. From their friendly yet professional representatives to their amazing display, Urban Floor set themselves apart. There were several moments when I didn't have to snap shots so I carefully listened in to their spiel, attention to detail, but more importantly...how they treated their customers. The product speaks for itself. But the customer service is beyond compare. Im in the process of purchasing a home, the last thing Im concerned about is the flooring. I know exactly who to turn to for that. I highly recommend their services, you won't regret it. read more

We had some problems with chipped edges. Urban sent out a woodworker to replace the boards. According to the woodworker, it appears the installation from the dealer's installer did a sub-par job by knocking the pieces together with hammers. That caused the edges to peel up. In addition, the glue was not properly spread. That caused a loose seated board. read more

We went in to preview their floor selection without having to buy a box of everything that we were interested in. Yvette helped us and she was extremely knowledgeable and patient with us. Their showroom rocks! We ended up picking our favorite floor and bringing a box home. Even if the floor doesn't work for us I would give this company 5 stars. read more

I love this spot. I just purchased hardwood flooring and they took not only the time to answer any concerns and questions but didn't pressure me. And my home looks amazing. They not only did a great job but was very detailed on perfection and making sure I was happy. read more

Urban Floor - And this is just the hallway - Flooring Near Me - City Industry, California

I can't get anyone to answer the phone. I can't get my order shipped. They flat out said, "we have no idea when we can ship your order". Pushed me to the limit. If they are that short-handed they need to shut down the online ordering capabilities. read more

If I could leave zero stars I would. This company is a headache. I will be uploading youtube videos to show the damage from low quality material. read more

I have been looking into hardwood flooring for quite sometime now and the product (the Roosevelt Hickory) from Urban Floor is looking like the way to go. It seems like it's low maintenance and stays looking brand new. Their website is user friendly too. Thank you Urban Floor for making the process easy! read more

We couldn't be happier with the quality of flooring and customer service at Urban Floor. After extensive viewings at several flooring showrooms, we chose the L'Artiste flooring sold by Urban. It is simply the best quality floor we saw...stunningly beautiful and well constructed...and the price was so reasonable that we thought we misunderstood the quote! When we later had an issue with some paint residue that our painter left on the floor, we called Urban and spoke with Yvette. She was extremely helpful and accessible, answering all of our questions--and open to any future chats we might want to have with her about the floor. All in all, Urban Floor was the best experience of our entire home remodel. read more

We had Urban Floor's Rust Maple hardwood flooring installed two years ago. 6 months ago, the finish of the floor began coming up on some of the edges, and what looks like buckling in the middle of some pieces. The company determined that it was water damage and not covered under warranty - even though it is only cleaned with a Swiffer and has had nothing spilled on it. Not to mention, the finish is coming off in locations all over the first floor - not just in one space. Suffice it to say, the company does not stand behind their products and their "25-year" warranty is useless. Don't buy it. read more

I am an Architect and know a lot of flooring companies. Urban Floor products for engineered wood floor is one of the best in term of quality and price. Not only I specify it for my projects that need wood flooring but also I used it for my entire house and it looks beautiful. read more

Just refinished my whole home and did the whole place in the Lambrusco from the Chene collection. I couldn't be more pleased with the product and the overall care you get from the people at Urban. I joined the Instagram page because I post so many pics of my floor and Jordan Sandoval responds to everything and keeps the great customer service going long after purchasing the product. They are a great company with great products and I highly recommend using them. read more

Urban Floor - Flooring Near Me - City Industry, California

See all

Ordered my floors in September at a flooring store instructed by Urban Floor Sales Rep it can be delivered in 1 week, then Urban Floor changed the date to 10/14/13 stating the crate is stuck at customs port. Then calls my flooring store it can be delivered at the end of this week. Now they said it will come at the end of the month but cannot guarantee the delivery date because it's on the ship from China. At first when my flooring store told me the excuses Urban Floor was stating, I called Urban Floor myself to confirm and it was all true. There is nothing they can do to speed up the order because it is on a ship from China and they don't know how long it stays at the port when the crate arrives. Even if I receive the floors end of October, I have to let it sit for 10-14 days. Sadly, the floor installers were set to install in October 27th and now with the hardwood floors delayed I just lost my contractors. read more

Love my hardwood floor. I bought my manple gunstock floor from Urban Floor almost 7 years ago. Really good quality and color. After so many years, the color of the wood floor looks even better now. All my family and friends love our floor when they come to my house. I have 5 other friends also bought their floor from Urban Floor too! Thank you Urban Floor for your wonderful products!! I am sure I will use your service pretty soon again! read more

Thank you Urban Floor for your amazing service and product! Throughout the process your team was so helpful and patient with us. Your flooring makes our home look so beautiful and truly feel like a home! I reommend your product to everyone who asks about our floors! read more

We removed about 600 sf of porcelain tile and 300 sf of carpet that we installed in our home when we bought it almost 11 years ago. We replaced it with Urban Floor's Walnut Harrington. We absolutely love it!! We spent more than a year looking for the perfect hardwood. We wanted a warm chocolate color with lots of variation in a hand scraped distressed finish. We looked all over to find the perfect wood and always found ourselves coming back to Urban. We couldn't find a better value; excellent quality at a very fair price. We followed Urban's recommendations and had the floors installed with Bostik brand moisture barrier and glue and clean only with Bona products. I expect the floors to wear beautifully and have (surprisingly) not freaked out about the few bumps and bruises we've gotten so far. With two active kids in the house, we knew that couldn't be helped. So far, so good with Urban. Absolutely no regrets about the floors. I don't feel like we skimped on the product or installation materials, and expect we'll have many years of beautiful floors to thank for that. Thanks Urban!! read more

Awesome helpful staff. Called them for some recommendations for my new home. Love the products. Perfect color and price. Very happy with the flooring, service and install. 5 stars all around. read more

We bought a dark birch wood for our condo and installed it through out the whole place few month ago. We're very pleased and it made a big difference in the look of our hm. We feel like we moved to a new place for obviously way less of a cost. Thank you Urban floor for your good quality wood as well as recommanding us the right person to install it !!! Peace.O read more

Urban Floors is one of our best vendors for wood flooring! If we ever have a problem finding materials, Our Rep "Romel" is one of the most responsive reps we have! If he doesn't have something in stock, he will go out of his way to find it or get a close replacement product! He is extremely dependable! We love him! read more

Urban Floor - Flooring Near Me - City Industry, California