Floor & Decor

The products are ok. Customer service is awful. Does not matter what day or time you call, they are always experiencing high call volume and can not take your call. And what is the point of being a "Pro" member when you get the same crap service as everyone else.

We ordered tiles and received several boxes together that were fine. We ran into a problem when we needed one more box. We ordered the one box and it arrived with broken tiles. We ordered another and it arrived with broken tiles. We were dealing with the North Charleston SC location. We told the company about the problem and even though were paying over $100 for shipping they would not promise to get them to us without damage. Totally unacceptable! We received mirrors and delicate items in the mail from other sites and they are fine. I have never paid so much for shipping and had such disregard for the condition of how the items arrive.

My wife and I bought a house in the area, and was working with a contractor on remodeling 4 baths rooms and a laundry room. Contractor made it seem like it was an easy task to just go get tile for our home. When my wife and I went to several tile shops, we could never get one on one with a specialist. We became very overwhelm with this, until we went to Flooring Decor in Algonquin, IL and met Donna. She was a God send. She listen to us and even ask for pictures of each room and ask us what we were looking for in a final completion. She listen and took so much time with us, and explain our options. She put several pattern together and then we all had direction. Donna, is a blessing to Flooring Decor. She extremely knowledgeable, patience, listen and incorporates what the customer what's. Donna is an asset to Floor and Decor. I big thank you, and these words aren't enough to say. Will provide pictures when jobs are complete.
Thanks again Donna

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'm not quite sure how anyone can say negative things about Floor & Decor in Plano TX. We have used them for all 4 of our homes that we purchased and sold. Our Design Consultant, Karen Justiss, is nothing short of extraordinary! She is pleasant, knowledgeable of all F&D products, makes beautiful recommendations that have paid off tremendously! We will continue to tell our friends and family about the outstanding customer service we've received in this store. Kudos to Ms. Justiss again!

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

Never ever buy anything from this TERRIBLE CO. Waiting over 3 weeks for delivery. Called customer service for weeks No response, no answer, phone just rings. Finally after 3 weeks spoke with Brooklyn. Stay far away., Company will take your money, but no delivery, no customer service Brooklyn was very helpful

Asked the salesman what floor they recommend for a power chair because my wife has MS. We were instructed that the LVT was for sure the way to go. So we bought 5k worth of flooring and had it installed. The floor started breaking within 3 weeks at the seams. The store managers were Zero help. Finally found who to talk to at corporate. They had floor inspector come who said the floor should have never been used with chair. Denied any refund or discount. No legitimate reason just zero help after putting in what they told me to buy.

We bought flooring for an entire 2 bed/2 bath condo. Liz in the Pembroke Pines store was very knowledgeable, and professional. She is amazing! 5 Stars for her! Would highly recommend her. Unfortunately, the delivery experience was a nightmare. We don't live at the condo. We waited all day, called several times, waited for 10/30 minutes on hold, each time. Never giving us a time. Finally, at 4 in the afternoon, my husband called again and was told they would be there in 45 minutes. Didn't show up until 6:00, stayed in the truck because there was light rain. The driver would not put flooring in the garage. Left it in the driveway. The driver had a very poor attitude and complained the entire time about how much work he had to do. His name is Leandro Garcia. I would strongly suggest you all change this delivery company. I would not recommend anyone have the material delivered. The entire experience was a total nightmare!

I've owned retail business's for the past 35 years and one thing you can't buy or find in people is customer service but the Everett location knocks that out of the park with an employee named Spencer she is a gift to your business. I'm looking for a product it turns out you don't have but Spencer did everything she could to help me, i told her I'd send photos she said while I do that she would do some research so I said great, called her the next morning she stood by her word and responded as she promised. In this day and age it's almost impossible to find an employee who will show up on time look decent leaves personal issues at the door along with a cell phone, It is IMPOSSIBLE to find an employee who puts your company first who represents you with pride has a positive attitude and is willing to help. Spencer totally blows all of it out of the water and is not replaceable. I'd love to have an employee of her caliber you are so fortunate. I live in Eastern Wa. But I will do all I can to send you business because of Spencer. God only made a few to standout and she is the cream of that crop. Thank you for having someone like her please please recognize her for what she brings to your company she is a gem. I know the only time people review or call is to complain but when you have someone like her I have to stop take the time so you know I hope corporate knows and that you let her know.
Happy New Years Karl Word

So I do about $10,000 of business with them every year, and when I go to return some product, they give me an 800 number to call so that some non english speaking 3rd part person can tell me that they will not give me a refund, not even store credit. Please don't go there! They suck!

It has been 10 days since I ordered two tile samples. It has been 10 days and according to FedEx has not even been shipped yet. Their customer service people must be from another planet, very poor. Imagine how long it would take to get an entire order?

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.

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.

Placed and PAID for a $3,200 order for re-do of 2 baths. Contractor did pick -up of order. Was shorted a box of floor tile on pick up. Contractor did pick up and when he arrived at our home he realized he was 5 pieces short of floor tile. We called that day-- 12 times-- but no one answered. Next day, a Saturday we were able to speak to Charlie the warehouse guy. He said he would have to look at the Security tape and he'd get back to us. I suppose implying our contractor was dishonest. Its now Wens and haven't heard from a soul. Placed 17 more calls--no where. Literally no one answers the phone here. Was told that store manager would reach me. Nothing. Terrible shoddy business practices. My contractor is a decent honest guy. Who needs this aggravation Buy elsewhere.

My small business helped build the site for a new Floor and Decor in Baton Rouge, LA. My company, along with three others, were not paid for services estimating $500,000.00. DO NOT SHOP HERE! They are all criminals.

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?

Floor and decor is the best and only place to get flooring. At all of the locations I have been the product is the best as well as the customer service and management. Prices are extremely affordable too. Would recommend to anyone who needs flooring in their home.

I was in the store to pick out tile and heard the WORST management conversation with an employee... I walked out after hearing this horrible conversation to an employee from someone in charge... no wonder when i come into this store i dont see the same faces... can only imagine the turn over under this kind of management.

This is the best store to shop for tile when you go there ask for ms Kay she will take all her time to walk you around and explain the different types of tile and why you don't use certain tiles and when finish with you you will know exactly what you looking for cause when I first got there I didn't know nothing so I thank her cause no one told me those things.ms kay ms kay I left Happy

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!

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 ordered kitchen counters. They came out to measure. I showed them pictures of what I wanted. They didn't build them correctly. I had to pay for them to a part of the project. When the other half was delivered, it was of a different material (see. Pictures). They told me to call their subcontractor, the person THEY hired to do the job. The subcontractor sent out someone to inspect and that person verified that they used two different materials. I went to F&D and told them that I purchased the counters from them, and if their subcontractor didn't deliver what THEY paid for, it was on them. I should be able to go to the place I bought them from and have my problem resolved. I was promised a call "the next day." I heard nothing. I called. I was again promised a call the next day. I've heard nothing and it's been another week. Altogether, it's been over six months and I don't have what I paid for. I don't trust them to make this right. On top of all that, one section has a huge splotch on it that (see photo).