Floor & Decor

They have a very poor customer service. You need to be chasing people for help and they get upset and rude if you asked them for help.

I would give this company zero stars if I could. I attempted to call 7 times before I visited from a distance. I was never able to talk to a human being. Why would anyone place an order with this company if they won't even speak to you BEFORE you give them your money?

Joel Fontanez Sales Associate, was very professional, well informed about solid wood flooring, and pleasant to do business with. Mr. Fontanez was very patient and made sure that I was totally satisfied with the selection that I purchased. I would refer him to anyone who is interested in buying flooring from this store. This was a stress free experience.

This place has the highest prices, the worst phone service, and the worst in person customer service I have ever seen. It takes forever to get someone on the phone and when they do come on and you ask for availability they take a unreasonable amount of time to go check. I recently did an online order and the status said, for two weeks, that they were getting the order ready. I just went in to check it and they didn't even know I ordered it. The check in woman said it would be 45 minutes before they had the order ready. I wandered around the store for a while and checked back. She went and got the order off the floor her self but miscounted the amount and was short a full case. I had to count it in front of her before she believed me, then she went back to the shelves and brought back a partial case and miscounted that. I, again, had to count it in front of her before she believed me but before she saw that she noted in the order the wrong amount. I had to go to another cashier to get credited for the short amount, which they said they had in stock but didn't, and he had to do 3 different transactions to straighten things out.

Make sure you check your order completely, check boxes for shade variations. It appears they purchase overruns or seconds in quality. Because they have a return policy that allows customers to return pieces or single boxes, you will get shade variations. Their response is the installer is responsible to check. What responsibility exists on their part to sell proper goods? Buyer or contractor beware! They are not worth the effort to buy there.

I had to make a quick stop at the Denton store for more tile and grout to finish a project. JoJo was extremely helpful and knowledgeable about the products I needed. Chrissyy was delightful and cheery at check out. Overall very positive environment and attitudes.

This is for the Glendale and Tollefson stores. We had a bath remodel scheduled, we are snowbirds so we bought the tile with what measurements we gave the "advisor", basically replacing a tub and surround with walk in show same footprint. We asked about returns as the contractor said he wouldn't be able to get to it till summer or fall.
Well he did it in December, we returned to AZ in Jan and I called up the store and all they would say, was 90 days, bad on me for believing them, when asked about why their measurements were so off, no answer.
Their prices were more inexpensive, but I would go to a local tile shop for this, rather than the poor customer service.
If I would have been told up front about 90 day return I would have went elsewhere.

Not very happy

What a horrible experience. This company charged my credit card and has no record of my purchase. Don't shop at this place. You'll never be able to call the store or talk to anyone in customer service. And when you do get someone they intentionally drop your call.

Asked several representatives before applying for card about interest after promotion, have been told there will be none. It's a lie, big time lie! Be careful people. There is a print on the bill that says all interest will be applied to your account after promotion is over. Representatives are too stupid, not trained and have no idea.

I purchased $3000 worth of what was advertised as engineered hardwood. What I found it is that it is really a thin slice of hardwood attached to compressed sawdust. False advertising! Junk!

Today my mother and I went to Floor and Decor in Wayne, New Jersey and worked with Debra Curry, countertop specialist. She was amazing! So friendly, easy to work with, and gave us tons of information to help us make the right choices. It could not have been easier. Debra's knowledge and friendliness are an asset to your company!

Problems with mismatched wood, particularly the stair nose edging on their own product. Was way off and they refused to stand by their own product and refused to provide any resolution. Impossible to reach. Horrible customer service. Can't not recommend this company enough. They're too big and just don't care about the customer.

THE WEBSITE SUCKS AND I GOT A LATE FEE, BECAUSE I COULD NOT ACCESS TO MY ACCOUNT ON TIME, I WAS TRYING TO RESET MY ACCOUNT AND I COULD NOT BECAUSE THEY DID NOT SEND ME THE LINK TO RESET MY PASSWORD, AND AT THE BEGINNING THEY DID NOT SEND THE PAPER STATEMENT ON TIME, I TRIED TO PAY IN THE STORE AND THEY TOLD ME, EVERYTHING HAVE TO BE THROUGH INTERNET... BULL$#*!... THE FEE CAN NOT BE CANCELLED IN 18 MONTH, BECAUSE THEY CANCELLED THE FIST ONE THAT WAS THEIR MISTAKE(BECAUSE THEY DID NOT SEND THE PAPER STATEMENT ON TIME) THE ASSISTANT BY PHONE BLAMING THE MAIL... COME ON... IF THEY WANT TO HAVE A REALLY EASY WAY TO PAY THROUGH THE WEBSITE IT WILL BE ON THE SAME WEB PAGE A LOGIN OPTION FOR THE CREDIT CARD AND ANOTHER OPTION FOR ORDERS, THIS IS SUPER CONFUSING, BECAUSE YOU HAVE TO FOLLOW LIKE 6 STEPS, THEN THE WEBSITE REDIRECT TO YOU TO ANOTHER WEBSITE TO BE ABLE TO PAY.
THIS IS A BAD CUSTOMER SERVICE AND BAD FRIENDLY WEB SITE. THE CUSTOMER SERVICE BY PHONE ALSO WAS NEGLIGENCE TO WRITE OFF THE LATE FEE. I DEFINITELY DO NOT RECOMMEND BUY IN FLOOR AND DECOR USING THE CREDIT SYSTEM. THIS IS A BAD EXPERIENCE

WE PLACED AN ORDER ONLINE PAID FOR DELIVERY THE DELIVERY COMPANY SENT 1 PERSON TOP DELIVER WHEN WE SPOKE THEM ABOUT 2 THE GUY WAS HURTING HIMESLF… WE RESCEDULED FOR TODAY JUST WAS TOLD BY THE DELIVERY COMPANY THEY CAN NOT FIND OUR ORDER… IT WAS EITHER SENT TO ANOTHER STORE OR RESOLD… WE HAVE WORKERS HERE PAID PEOPLE. NO TILES WE BOUGHT. SPENT OVER 2K AND THIS IS HOW THEY TREAT CUSTOMERS… HORRIBLE THE WORST AND; LAST TIME THEY HAVE OUR BUSINESS… IDC ABOUT COVID, IT HAS NOTHING TO DO WITH CARING FOR CUSTOMERS AND HOW WORKERS RESPOND TO THEM… UTERLY DEPLORABLE WORST THEY HAVE A TON OR TILES TO LOOK AT BUT NOT WORTH THE HEADACHE OF SUB P[AR CUSTOMER CARE… NEVER EVER AGAIN… GO ELSE WHERE IF YOU CAN OR TAKE WHAT YOU BUY RIGHT THEN… NO ONE PICKS UP ANSWERS OR RESPONDS AND THEY WONT HOLD YOUR ITEMS 14 BUSINESS DAYS… THEY SELL YOUR ITEMS AND MAKE YOU WAIT EVEN WHEN WORKERS HAVE BEEN PAID

I just read a bunch of these reviews. Seems like the majority of these reviews are from people with no tile experience just trying to save a buck. When thing don't go right, BASH Floor & Decor. I purchased from F&D 4 years ago to remodel my bathroom. I picked out all of the tiles, backslash etc. and picked it up at the showroom. Everything went perfect. Now, I'm purchasing floor tile. I was in the Boyton Beach showroom last week. The staff was very helpful and I found my flooring. Thanks F&D for the different options you sell and your knowledgeable staffing members.

They took 6 weeks to process my order after I paid and then when they eventually responded to me, they said that the tile was out of stock.

I was willing to wait until the tile was restock, but they didn't even care! They said they will not fill the order and simply mailed a cheque. So here am I, 10 weeks after placing my order, no tile and no communication.

The manager Cynthia is AWFUL. I never expected in all my life that a company could be so poor in service.

Please DO NOT BUY!

We ordered tile for shower and floor for a bathroom along with everything to complete the job. Picked up order from the store and it was on a pallet and shrink wrapped. After job was completed and some of the extras were taken back for a return found that they had picked two ditties for the shower floor. They want me to pay to have the floor replaced! If you let them pick your order make sure you get the right stuff. We paid for high end floor tile and they sent lower end tile!

The worst customer service ever
The Waltham, MA, store manager named CALEB GAUDETTE, a big woman, refused my return just because there's some dirt on the tile packages. Another Asian woman with some eye problems said the tiles were wet. Of course, it was 25 degrees outside. Stay away from this terrible store. I think it will close soon as I saw no more than 10 people in the store. Thanks to the manager.