Floor & Decor

We had a great experience on September 13,2022 in purchasing back splash for our kitchen. Our designer was Elisabeth Cook and she assisted us in the selection and the purchase of trim, etc.
Her professionalism and attention to detail was exceptional. E & M Wise

I just experienced the most beautiful and professional customer service experience. I stopped going into stores because customer service had gotten terrible, which resulted in ordering everything online. I am in the process of adding a master bathroom and need some professional advice. With a positive mindset and a prayer, I decided to go into the Kirkwood Floor & Decor on Memorial Drive, Atlanta, Georgia, to seek an appointment with a designer. I met with the most fantastic Designer; her name is Joy. She was indeed a Joy. Joy said she did not have an appointment then and met with me immediately. She was friendly, approachable, professional, and easy to talk with, and she listened. We designed my entitled bathroom within 40 minutes, which included my main bathroom floor, shower wall & floor, niche, and even the grout color. Thank you, Joy, for your expertise in displaying the true meaning of outstanding Customer Service.

I am a customer who is remodeling two bathrooms. My daughter and I went to Floor & Decor in Katy, Texas. We were looking at products and one of your team members (Melissa) asked if she could help us. Well, we had the BEST experience with all of Melissa's help. She is so knowledgeable, friendly and extremely organized. She helped us step by step with everything. She was a blessing to us. I am so glad to have been helped by Melissa. Next trip there I will be looking for Melissa.

I used floor and decor to design a shower. They made a list of my supplies needed and I purchased said items. Five months later the shower was completed and I had purchased twice the amount of tile needed on their designers advice. Since my purchase the company has changed their return policy and now won't even give me store credit for my unused boxes of tile. I am now stuck with $590.00 worth of new tile. Will never buy there again.

Due to supply issues, we had to purchase tile and wait 3 months for kitchen cabinets before we could install floor. We purchased tile based on the store's calculation and were 9 boxes over. We were told if we brought tile back after 90 days, we would get store credit. Well lo and behold, no store credit either. We are now stuck with 9 boxes of tile at over $3 per. Tile, and have no use for. I will never buy. Anything from this store again!

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 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.

Although F&D advertises that they deliver to the Keys, they do not. They will place your order with a delivery service (R&L) who will then refuse to deliver when it requires backing down a road. It will then take over a week for F&D to issue a refund claiming they need the order back from their shipper before they can do anything. In the meantime you have no flooring and F&D is holding your money.

The website is very slow. I also have been unable to place an order due to a "technical issue"

I tried to call customer service and it states "no one is currently available". This is during operational hours. Gave up and went elsewhere.

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!

Gregorio the designer helped us create a beautiful look for our new home in Florida. He was incredible to work with and had so many great ideas and we where able to find everything we where looking for
Thank you so much. You made it an incredible experience!

We are small business owners. With people like Terry & Daerica at the Richmond VA store helping us, it makes our job much easier! They are an example of what customer service is all about!
John & Christine

I heard about this floor and decor establishment having a grand opening today, and decided to check it out. Definitely inspired to remodel and buy from here. Oscar was friendly and helpful. Unlike many of the other employees Oscar's personality made my tour of the place a pleasant one. Everyone should follow Oscar's example with customer service!
A friend went as well and mentioned how he wasn't greeted or acknowledged.

We are currently updating an office and bathroom...and so I found myself looking for flooring, tile, and ideas at Floor & Decor. Loved meeting Crystine because not only was just super helpful in getting me a quick estimate on some black/white tile for a creative idea for a pass through, but was a plethora of insight and knowledge. She was able to guide me on several items such as tile/stone and fencing/landscaping ideas. She's full of energy and a great resource for many different aspects...such a sweet surprise to my stop off. Thanks Crystine for all the help, guidance, and new ideas! You were such an unexpected blessing :)

We began our quest for an engineered floor on May 14. We paid for 500 square feet. The first delivery was a couple of weeks later. The wood came in the wrong color.
There has never been a phone answered at this company. No chat answered. We have spent 9 hours in the store trying to get the right product.
A manager named Gabe told us that he would arrange a new shipment and have the first picked up. He did neither and of course, we had to start all over. Then we met Todd Harris, another manager. Todd is the real deal. He followed up, found more product and had it shipped to Pompano.
We just got our delivery today, June 25 after spending another 2 hours this morning trying to chase down our shipment.
There is NO customer service at floor and decor. If not for Todd, we would have just gotten a refund and moved on. Floor and Decor will never answer a phone, chat or email. They make millions every week but have NO staff. It's ridiculous.

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.

We were at the Highlands Ranch store today. Millie helped us, and she was great. She helped us focus on the right questions to ask. She steered us toward product options we never would have found on our own, and all her ideas were super. If you are ever at this store, be sure to ask for Millie. She was the best.

I went to floor and Decor on Hall road got the worst Treatment ever and harassed. I asked an employee for help he kept walking by me talking not stopping to help me. He refused to help and do his job disrespect us. As I was talking to the manager the same employee was staring and pointing at my under age daughter talking about her to another employee acting creepy. The manager said he would handle it and make it right. Which he lied he done nothing. He also told me the head manager would call me. Which again never happened. They don't care a out their customers and Treatment we got just trying to ask a question about the hard floor was so ridiculous and disrespectful, also made my daughter and I uncomfortable in that creepy environment. Shame on those managers how they run that place.

A couple months ago I purchased 1100 sq ft of LVP flooring that was lifetime warranty. A week after i had installed it, I had an issue with my sump pump & ejector pump which caused a hugh flooding inside my unit. I had made contact with floor and decor and was told to contact the claims dept. Let me tell you that trying to get in contact or have someone call you back is next to nearly impossible. I have called left messages, sent emails, and yet to have had a final determination on my problem. My purchase was on 9/1 and I'm still scratching my head wondering if they're ever going to call me or should i call them back. Sincerely,
Pissed of Customer that will never step one foot inside their store.
P.S. I really hope someone@ FloorandDecor sees this and responds

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!

The worst customer service I have ever experienced. They do not fulfil your online orders correctly and have no idea what is going on in their warehouse. They won't answer the phone or respond to emails. When I finally got in touch with someone, they said my order was already delivered but it wasn't. What a joke. Do not buy anything from this company. Just awful. Every time I call, I get a different answer on the status of my order.

Try to do business with them. Was supposed to order tile between stores in Pennsylvania. Tile was never transferred. Had to call 10 times to get credit and then they never refunded my shipping. Tried to call store no one answers the phone. Stores are totally understaffed. Save yourself the headache and buy somewhere else.

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.