Floor & Decor

I am not one to post negative reviews, but in this case, I could not be more disappointed with this company. I purchase 62 wall tiles and paid $35.00 in shipping, 17 of those tiles were broken or chipped. I was happy to pay the shipping so I did not have to make the drive to northern Va. I have used this company a few times before and have always been very satisfied. When my shipment arrived, there were two boxes, one box had a little damage, but the other was a total mess. One box was packaged with packing peanuts and wrapped pretty well. The other tile was put in with no packaging and the tiles were just thrown in individually. There were no peanuts no wrapping and the titles were broken or chipped. I made this purchase at the end of March. I first tried to go through online customer support. I waited about a week, no response. The first time I called was April 9th got a hold of a very helpful gentleman. He put in a web damage claim and then I emailed all the information and pictures got an email back they would contact me in 3-7 business days. Waited 8 days, called again, and was told they should be calling sometime that week. Here we are almost a month later I still have not received one email or phone call. So, my tile project has not even gotten started.

Terrible company. Keep away! Their inventory system has no ability to track purchases before they are actually picked resulting in disappointed customers when they come to collect their products and/ or long delays on deliveries. Customer service is awful - no accountability of anyone and never call back when you leave messages. They dont deserve your business!

One of the worse customer service providers within Alexandria branch and this store. Bunch of illegal acts they perform.
I was at the design counter and the two designers named Kena and Kamaria were chatting with each other although they saw me waiting for them. After couple of time of asking for help one of them approached me and I asked if they have designed counter top. She just told me to go to the aile and find it myself. I asked again can you look online and see if you evern carry it. She raise her voice and repeated herself. Then I asked for manager and she went to the other designer Kena and loudly started disrescpeting my request so the other designer approached me and told me she is the manager. I knew she was lying and since her badge was hidden I asked to see her badge. She put her hand on her badge and said " no, you can not, I am the manager". I said no, you are not, please go call the manager. She goes to her manager, named, Andy, and fills her in with bunch of lies. The manager approaches me ignoring all my complaints and told me he will go to aile and look. Meanwhile, I went to design counter to grab a pen and write their names. Kena pretty much was attacking me telling me I could not take a pen and I have to ask her to please have a pen. She started yelling at me and pretty much aggressively putting her hand on the pen in my hand. I told the manager Andy and he just ignore me and gave me a pen from his pocket. Then, I asked Andy for their names. This time he told me "both of them are just designers:. So, knowingly he lied previously also. This is unbelievable and illegal action. Now, I filling this review and filling official complaint with corporate office.

I have begun trying to avoid Floor and Decor at all cost. There is one guy (Paul) that is super helpful but company policy and his coworkers just degate everything he can do.

I needed roughly 42sf of flooring for a bathroom and the style I wanted had 56 sf in the two boxes in Tukwila (and everything else was in CA) so I made the 40 mile detour so I would not need to wait months for it to arrive from California or heaven's have to pay extra shipping. Once I started laying the floor we noticed numerous tiles (25%+) with cracked edges. The "grout" line was cracked and you couldn't tell without feeling each one. We managed to cut around may of the broken areas and completing the project but my surplus material was all wasted so I can't do the adjacent closet. When I called about getting some sort of compensation for the damaged tiles or replacing them, (Mel) told me that I should have stopped the project, packed everything up and brought it back so they could replace it with something else. What planet is she on? Did I not mention bathroom? We have a two bedroom home with kids and I had a timeslot to get this project completed. Maybe they missed the part that I drove 40 miles out of my way to get what I wanted BECAUSE THEY DIDN"T HAVE IT!

Be forewarned, this place is a pain in the backside when it comes to returns, it is even worse for bringing in new materials or having something transferred and 50% of the people who answer the phone have to pass you to someone else with most basic questions because they are have no training or experience. They only take returns in full boxes but yet they will return samples, so I cannot get what I need for a closet without ordering an entire box and I am stuck with junk products that now go in my garbage. WHAT A WASTE OF TIME AND MONEY.

I pre-ordered 23 boxes of cherry wood floor. I was contacted to go pick it up, at Elizabeth NJ floor and decor. The forklift driver Puts the pallet of cherry wood behind someone else's truck (he knew which truck was mine). There was no room behind my vehicle, because the customer, before me, did not take his order (something must've been wrong with it). He's driving a forklift all you have to do is move the last order and put my order behind my truck. When I asked him why would he put my pallet behind someone else's truck, he points the pallets behind my truck and said "that's Kevin stuff". "I said Kevin left he don't want that." He shrugged his shoulders, and was not going to move the pallet, until I ask him for a supervisor. He never got me a supervisor. I had to go ask the lady at the front desk to get me a supervisor. When I looked at the pallet of my cherry wood floor, it was all lopsided, and several of the boxes on the bottom were crushed and opened. This was my first experience with floor and decor, and it will be my last one. I told the supervisor $#*!nery Diaz it looks like the pallet was dropped. She said "it was shipped." I said "from another Floor and Decor?"she said "yes."
Floor and decor deals with floors, so I don't understand why they would be so bad at shipping floor, from store to store.

I ordered 6 boxes of tile that came to $345.41, the carrier delivered only 3 boxes of tile to me and most of those tiles were heavily damaged. All I'm getting from the Customer Care dept of Floor and Decor is that they are working on my damaged boxes and will get back to me but no one ever does, you have to call them and they continue to brush you off and say they are looking into it. It's not that hard to understand, I paid for 6 boxes and you gave me 3 broken boxes and you are trying to avoid refunding my money. This company is a nightmare to work with, I paid a $4k deposit to a tiling company and they are due to start work and I have no tile and no money to buy more tile, just stay away from these people.

My customers went to floor and decor they sold them $#*! product (Nucord) and made a big stink about putting the WRONG underlayment on the floor. They are uneducated on flooring, their staff (Michell) told several of the installs (note they have be laying floors for 30 yrs.) they did not know what they were doing and even used bad language with the custom. Then I went to one of the other stores and another employee told me they gave me all the wrong info and I should get all my money back. Lol I was dealing with Timothy and keep sending him the info he requested to be now sent to custom care and they said they would give me 500.00 Bull $#*! this product is failing do to there negligence of their staff miss leading everyone on what needed to be done bc my custom wanted it done the way the stuff told them. Due to the underlayment the floor is denting and now coming apart. FLOOR & DECOR Lie to their customs to beef up their bottom line. And give you the biggest run around when you try to work with them to fix.

I spent probably about $10,000 at Floor and Decor over two years of remodeling, so I have done a lot of flooring, countertops, and tile work.
The Tukwila store is awful. The staff does not know what is in their inventory. Twice, I have ordered online where it says the item was in stock, called the store to confirm before driving there, and it was not in stock.
One time I ordered a butcher block counter top. They said it was in stock. I called before driving to Tukwila to confirm it was available - they told me it was in stock. When I drove there, they told me the overnight staff threw it out because it was damaged... but the system wasn't updated and even though I called, they didn't know what they had done with their own product.
If that's not enough, when I was at Tukwila without my butcher block countertop, I had them update their system so instead of shipping it to Tukwila (since it was out of stock) to ship it to Everett. Two week goes by, and we don't have an update. I call the Everett store, and they check the order, and see it's pending in Tukwila, but had never been updated to send the butcher block to Everett.
A different order, I ordered flooring that had a huge quantity of boxes per the online website. I waited several days, called Floor and Decor - who confirmed it was in - and so I drove down. I got there, and they told me they had been looking for my order all week, and couldn't find the boxes of flooring. But their website said they had it in stock at that location. They never informed me that they didn't have it. They didn't proactively have it shipped from another store - they waited for me to come in and instruct them to ship it to their store.
Each time I go there, I have to drive through or around Seattle to get to Tukwila. It's about an hour without traffic each way. This store has wasted too much of my time.
My recommendation is to stay away from Floor and Decor. At least, the Tukwila store. I haven't had any issues with the Everett store, other than the website says they have product in stock, when the store doesn't have product in stock - and their staff actually knew the online quantity didn't match the actual store quantity.
Some of their products are exclusive, so they can't be purchased elsewhere.
When Floor and Decor has a product on clearance, it's because that product is terrible. The first hardware floor I purchased from the Tukwila store was an acacia, where they told me it was very, very durable and could withstand dogs. It couldn't. It even dented when I dropped a container of hair gel on the floor. Since installing it, my dogs have ripped off the flooring... in less than two years.
Floor and Decor pays their employees hourly and they are stereotypes when it comes to paying people less than they are worth. Their starting rate is less than Seattle's minimum wage. Shop somewhere local where they take care of their customers.

Ivan at commercial sales desk is amazing! Are company has been going there and sending costumers there since they opened. I will be totally honest and say this place would get 1 star if it wasn't for Ivan. Its so bad that I don't even send my home owners there If he is not there that day. I would like to add that we do water damage repair so most of our jobs consist of drywall and flooring. With that being said we are in the store almost weekly making purchases. Thanks again Ivan.

I don't know who's worse, Floor & Decor or FedEx.

I bought a tile saw from F & D last Monday (8/17) and they shipped it via FedEx the next day. FedEx LOST the shipment. I called F & D a couple of days ago and they checked and verified that the shipment was lost. I spoke with a woman in the Everett "Command Center" and she said she would have another tile saw shipped out immediately via another carrier and would call me with the tracking information yesterday (8/27).

I never heard from F & D yesterday so I just called.

NOTHING HAS BEEN DONE.

I spoke with the same woman in the Command Center and she said she could have a tile saw shipped out to me but would have to use FedEx? WTH? She didn't even bother to apologize FOR NOT DOING WHAT SHE SAID SHE WOULD DO.

She said she just got approval from her manager to ship another tile saw out but he would not allow her to use another shipper. She didn't have the common courtesy to follow up with me to let me know what was going on AS SHE SAID SHE WOULD DO.

I'm sorry, but I AM FURIOUS. I need the tile saw for work I'm doing on a cabin and now TWO WEEKS LATER I STILL DON'T HAVE THE TILE SAW I PAID FOR 2 WEEKS AGO!

I told her to refund my payment and now I'm looking for another vendor.