Floor & Decor

Went to the Elizabeth Nj store and found the tile we wanted and we waited an hour for Val to get the tile. We went to find Val and we found him at the command desk and he said he told the guy's to get it for us still another half hour went by. We asked to talk to a manager and the lady told us all managers went home. Let me mention I am on oxygen and in a transport chair from complications of covid. It takes a while for my husband to get me places. What horrible customer service! We left without the prod6.

I am in the process of remodeling two bathrooms in my home. I went to the new store on Decoma Street to get some ideas as to types and colors of tile to use. As I was browsing, I was approached by a young lady by the name of Veronica. Turns out she is a designer there to help people just be like me. What a novel and great idea.
As we were looking at tiles, Veronica made a call. She then advised me that she had to take a lunch break. Long story short, after several more calls, Veronica stayed with me until I was totally satisfied with all of the tiles, colors, floor tiles, grout colors and trim, a total time in access of two hours.
Veronica's dedication to completing the task at hand made my entire experience a wonderful experience. As I picked out the wrong tiles and colors, Veronica politely told me that was good, as she was busy picking matching colors and tiles. Looking back, I now know that she was right ever time.
Thank you Floor and Decor for having the foresight to hire great designers to assist customers and THANK YOU, Veronica, for making such a hard task such an enjoyable experience.

I don't usually let people get to me but the lady that works at the Jacksonville store in the flooring dept is the rudest person I have ever dealt with in a retail store.

I came into the store with all 6 of my grandchildren I was assisted and helped by Cindy she had patience with my family she was great she really schooled me on everything I needed she's the best

As I only needed bathroom tiles, I was overwhelemed by teh scale of Floor and Decor so I asked one of the associates for some help. Although we had to wait a few minutes, james gave us his undivided attention and helped us pick wall tiles, floor tiles and tiles for the shower floor. He also advised on some other details we had not thought of and was charming and interested throughout.

I have been trying to order samples for weeks. It seems that the order is processing but after payment the items just remain in the cart. The hold time for online customer service can be hours with no option for a callback. If you call the store they can not assist with online orders. I have also been told they do not accept credit cards over the phone for orders. Is this 2021 Floor and Decor? Get it together, this customer is moving on. You have plenty of competition out there!

I purchased enough tile to completely do two large bathrooms. Our designer was Judy in the Sarasota, Fl store who was wonderful when we could get to see her. In between I had to call to pick up tile and could never get thru to the store.
Ever. Even the manager is unavailable.
No one answers and when I drove 30 min to get there and complained to the help at the store they agreed it was a very poor system. Phone calls go to a central
location.
Shop during the week since there is less help on the weekends. I was very lucky to get Tevin to help me get tile in my vehicle one Sunday. Last week when I could not get any help after waiting over 45 min. I left and went to another tile store. I like the selection and they have good prices but it's sometimes not worth the trip. So I gave them 3 stars.

Purchased about $4600+ of vinyl plank (79 boxes total) - paid in full. They had 66 in stock and had to order the additional 13 boxes. I was told the remaining 13 boxes would take 4 to 5 weeks to arrive. We opted and paid Floors & Decor to ship what was in stock to our home ASAP. We received 66 boxes within the following week.
On 6/18/21 I received a call from the store stating that the balance of my order (13 boxes) was available for pickup. On 6/22/21 I went to the store with my truck to pickup the balance of my order and was told that the entire order was shipped out with the initial shipment. When I stated that I am 13 boxes short and that I do not have them in my possession, the Store Manager refused to fulfill my order. He stated that he had "tapes" of the full load going out of his store. I asked to see the "tapes" and he refused to allow me access to the same information he had.
None of this made any sense to me so I began questioning the Store Manager as to why I was called last week saying that my order was ready for pickup? He replied that he only discovered the alleged 79 went out a day or two before 6/22. Obviously, the next question was, "Why didn't you call me?". He could only fall back on his original statement that he just discovered it.
The final straw came when the Store Manager told me that I could file a Police report and that he would be glad to show the Police his "tape". He also said that I could file a claim with the transport company that F&D hired if I wanted to get remediation from them. In other words, F&D allegedly does not claim responsibility for transport services they hire to ship your products to your home. My receipt clearly shows that I paid F&D $135 (not company "X") to ship my order to my house.
When the shipping company delivered the 66 boxes, I asked for a bill of lading or something showing receipt. The two shippers stated that all of the paper work (one single sheet of paper) needed to be returned to their business. So I was left with nothing. I don't even know the name of the company that F&D hired. However, I do have pictures of 66 boxes at my home (Not 79 as F&D claims).
I stated that I will never do business with F&D again and the STORE MANAGER responded with "That's fine!" (with no effort to seek resolve or compromise). Beware of HORRIBLE CUSTOMER SERVICE AND A SEVERLEY BROKEN PROCESS. When the Store Manager treats you with a lack of concern and disrespect, I feel sorry for the employees who work for them. This Indianapolis Store is a rudderless ship because of their top level "mismanagement".

I setup a corporate account and was approved with $20,000 in credit. Called ahead to the Everett Store and told them I was coming in. Got there and their computers couldn't find my accounts even though I had their activated account card. Long story short they wasted a whole day of my time. Never again.

I had ordered a vanity sink after the customer representative messed up my delivery order. Management never apologized, did not try to accommodate me as a customer was rude. I never had that experience with any other company. Untrained staff worst customer service ever, will never use this company again.

Ordering was a challenge. Website needs some updates. $4000 for flooring, $880 to ship. It is dried out and brittle. I called and had to communicate via email with the "WEB DAMAGE" team - Translation — Nobidy knows what is going on and they don't give a damn about prompt, courteous service. One response - said it would be 3-4 days. Called three more times. Average hold time - 38 minutes. One girl said she'd call back. Of course, she didn't. 4 days to decide to reshoot damaged products. Meanwhile, I have sub contractors I've scheduled and have to reschedule everyone. This is two transactions in one: FIRST AND LAST. This company steals your money then ignores your needs - WORST EVER. WORST EVER. WORST EVER. THEY HAVE GOOD PRODUCT, but pay more elsewhere FOR PROPER AFTER SALE SERVICE. THRIR CEO NEEDS TO FIX THESE MASSIVE PROBLEMS. Price is irrelevant when you receive damaged product and they refuse to even act concerned. Attitude reflects leadership. Poor leadership is reflected in every employee I've dealt with.

I recently purchased Shower floor tile at the location in Houston on 4330 Dacoma, and my Sales Associate
Ms. Chanelle was very professional and simply amazing. Furthermore, her product knowledge and store inventory was quite refreshing. She will be reason I continue to shop there. Thanks! For all help Chanelle.
Michael
Houston, Texas

I am very happy with the employee Danny Kirby for helping us to choose all the material for my bathroom and more than anything for his patience and good attitude and for accompanying us to my truck to upload all the material, thank you for being so kind.

Installed several hundred sq ft LANINATE. Had a water spill first year. Have shop vac, and dried with towels and fans. Called on issue. Told me to send pictures. Did everything they requested. Time went by. NOTHING. Called again. Send pictures and all paper work. NOTHING. They said both times they would have someone contact me. The third time I refused to fill out paper work and send pictures. They to this day have done nothing, but tell me to send pictures and fill out paperwork. The edges are curling up and they will not stay locked together. The prices are cheap for a reason. The products they sell are sub standard. STAY AWAY AN SAVE TIME AND MONEY. HOPE THEY FOLD.

I purchased 50 boxes of their NuCore Luxury flooring for $3,194 in Oct. 2020. Had it professionally installed. By April, the flooring was starting to warp or "cupping" and breaking apart. Big and little pieces began breaking off of the planks, the planks come apart and separate. You try and call their customer service department but no one EVER answers the phones! Try emailing their customer service department and no one responds. The only way to get a response is to email the President, the CEO an Senior level managers. Only then will they contact you. THEN they send their own "inspectors" out to look at the issue. Guess what the inspectors determine? Oh. It's not the flooring. What? These people are delusional, they will not honor their products warranty, will not respond to constant complaints. I don't see how they are still in business, absolutely the WORST company I have EVER had to deal with. RUN away from these stores!

I have been buying from Floor and Decor for 3 years, from three different locations. I have received excellent customer service, 99% of the time. The quality of their products is second to none. The staff either knows the answer, or they find someone that does. The majority of my purchases have been from the Kansas City Store, and Mr. D is the absolutely best help you could ever ask for. I cannot think of anything I would change, with the store, or the help. They are exactly what I need, when I need it.