Carline at checkout greeted us with a smile and got us thru quickly & efficiently.
Thanks Carline!

If the review rating can be negative, I won't hesitate to rate Floor &
Decor(F&D). My recent purchase experience was like a nightmare.

As a builder, I placed a big order in F&D Waltham, MA store on

05/29/2022. The sales told me that other than item SKU#*******, all tiles
Were in stock. I said: "Please arrange shipping ASAP, don't wait for item
SKU#*******. Once it arrives, I will pick it up from your store by
Myself." The sales confirmed the delivery shall be either on 05/31 or
06/01.

I waited for a week, nothing was sent. I went to the store on 06/06 and

Was told the sales never sent my order to the shipping department.

I set up the next day's shipping. On 06/07, F&D only partially delivered my
Order.

Item SKU#******* was totally missing. SKU#*******, SKU#*******, and
SKU#******* were delivered partially. I went to Waltham F&D

To trace my missing items. The store professional desk told me
SKU#******* is a discontinued item, I have to take it from another
Branch(but when I made the purchase, they told me even though it's a
Discounted item, they have 40 pieces in stock, that was why I purchased
Exactly 40 pieces). And, the only leftover unshipped item is SKU#*******.
That was certainly not right, what about item SKU#******* and item
SKU#*******? The store let me waited 2.5 hours without

Any answer. A store manager suggested I provide them with evidence of what
Items were missing. They shifted responsibility to the customer tracing
Shipping. I didn't want to waste more of my time and energy, I just left.

In the afternoon, I received a text message notifying me a delivery was
Scheduled on 06/08 without any details of what items will be delivered. My
Tile contractor texted me at 7:00AM on 06/09/2022 that they are stuck in
The middle

Of a shower wall, short of item SKU# *******. I went to the F&D, talked
To the professional desk trying to figure out what they gave to the
Delivery driver. They insisted only item SKU#******* were shipped, that
Was the only missing item of my order according to the record. I didn't
Want my workers waiting, so I purchased another 7 boxes of SKU# *******
And rushed back to my construction site.

Then surprisingly, I found they delivered 3 more items: SKU#*******, SKU#
*******, and SKU#*******. However, even with the secondary

Delivery, item SKU#******* was still short. Seemed F&D found their
Mistake and tried to cover it silently, just dusted it off quietly.

But, with my extra purchase of 7 boxes of SKU# *******, I had to return
Them right away. What a waste!

I went to the store again, this time I requested to talk with a manager. *Colby
Ormond*, the store manager, came to the scene. She was very impressive, the
Negative way. She changed the story, and said two items were delivered:
Item SKU#******* and item SKU# *******. She showed me a photo. I said
If this is the case, how about SKU#*******, still short. She talked with
Quite attitude: "your order was reviewed by four of our managers, we are
Definitely

Sure all of them were delivered". I said, in the picture you just showed
Me, those are itemSKU#******* and item SKU# *******, I am

Talking about item SKU#******* shortage, we are talking about different
Things. Colby said: "they have the same boxes." I said: "let's check your
Website, those are certainly different items, how come they have the same
Cartons?" She said "I don't look at websites' '. I said "you have those two
Items placed at the same section in your store. Wait a minute, I will go to
Take pictures to show you they are different items". I took pictures and
Tried to show her, but Colby refused to look. I requested her to show me
The photos again. She said" I showed you, I won't show you again". I tried
A different way: "Could you email me the photos?" She said "No" and She
Kept going, repeating the same statement "your order was reviewed by four
Of our managers, we are definitely sure all of them were delivered... You
Came to our store multiple time (How ironic, I won't come back and forth if
There is no mistakes made by F&D. I didn't get what I paid for and was
Blamed for coming multiple rounds?)"blah... blah... I felt that I wasn't
Talking with a reasonable person. I said "Would you please stop, let me
Finish." She said "you are the one who should stop. You know what, since
You raised your voice, I will call the police, you are not welcome to shop
Here". I was shocked, I wasn't the one who raised my voice, she was. I
Pulled out my cell phone, tole her "Since I need evidence, I will take
Video of you to show who raised the voice". She said "if you do so, you
Will receive my personal lawyer's letter".

I said "Why shall I bother to talk with you? I will just dispute my credit
Card.

When my credit card company investigates the case, you certainly need to
Turn in the photos. And I will leave negative reviews on all kinds of
Social media".

I am officially filing a complaint against Colby Ormond. I hope she only
Represents herself, and she isn't an average F&D employee, Otherwise, the
Company's culture would be very toxic. Certainly, there are Lots of issues
That need the management team's attention: don't have any respect for
Customers; leave loose ends of unfilled orders; don't have accurate
Records of Items delivered; The inventory logs must be messed up.

*FYI, item SKU#******* is:*

https://www.flooranddecor.com/porcelain-ceramic-decoratives/idol-tear-gray-ceramic-tile-*******.html

*Item SKU#******* is:*

https://www.flooranddecor.com/ceramic-tile/kairo-lumo-ceramic-wall-tile-*******.html

Hi,

As I said to you and IME there is no good reason to do destructive testing. Destructive testing will show adhesive, but will not show the quantity used. There are 5 gallons of adhesive on the floor. There should be about 7 gallons.
The simply math of 5 gallons time a maximum of 55 sqft/gallon equals 275 sqft of minimum coverage. The floor is 323 sqft.
Factorum stated falsely they opened and used adhesive out of the second 5 gallon bucket. I've sent you and IME a picture of the unopen second can. Floor and Decor refunded without question the full price for the second 5 gallon bucket. Floor and Decor would not refund a box of planks with 4 pieces taken out. They certainly would not have taken an open bucket with 2 gallons missing.
Someone named Carlos texted me several time trying to set a time for destructive testing. I didn't know who he was or who he was with. I later learned that he is with a different IME authorized installer. When I final got his phone number, I asked him if destructive testing would show the quantity used he said no. When I aske who would fix the holes in the floor, I would have to buy adhesive, wood and find my own installer. This is truly poor customer service.
Amanda routinely returns my voicemail by acknowledging I called, then asked me to call her back. She does not leave a response to the new information, just a request to call her. This is telephone tag in a non-productive way. The inability to reach her on a regular basis suggests they are overwhelmed with complaints.
The last time I got lucky and actually talked to her, she promised her manager would call me. A week has gone by with no call back.
IME has enough information to order warranty repairs. IME's insisting on a useless test is stalling.

On Monday, February 28,2022, 12:43:27 PM EST, Customer Care Claims & Escalations <*******@flooranddecor.com> wrote:

Hello Donald,

I'm contacting you regarding the voicemail I left for you earlier today. Thank you for your patience during this process, the response from Installations Made Easy (IME) indicates that in order to address the issue of adhesive and subfloor flatness, an inspection that requires plank removal will be need. According to IME, they have left several messages for you in an attempt to schedule the inspection. If you would, please contact Amanda Duchesne, *******453, for further assistance.

Thank you,

Patricia Turner-Quinn
Customer Resolution and Product Warranty Specialist
Floor & Decor
*******380
*******@flooranddecor.com
www.flooranddecor.com