Floor & Decor

This review is overdue. My husband and I felt that we were the luckiest customers in town at Floor and Decor Dallas location. Ray, the trainer of F&D, and Senior Designer Emily offered their expertise to help us to pick out our flooring materials, and the tiles and trims for the walls and floor of our bathroom, and shower stall. No doubt that they have superior experience and expertise, and of course very good taste. They took great care of our needs and wants and stay within our budget. We also received good services at the Denton location, Designer Magdalena got us started on our journey, and we were amazed at how she put everything together quickly. We love Floor & Decor that has so many choices, and the prices are competitive as well. Thank you for your kindness and devotion to our project.

I called Floor & Decor seeking information about tiles that
I picked out for my living and dining room area. To my suprised I was greeted by a lady with an inviting personally. Her name is Yvette. I explained my areas of concerned and she was extremely helpful. She was very knowledgeable about the product and gave me authentic information so that I can make an educated decision. She even follow-up our conversation with a phone call giving me additional information, including price of the product and the number of tiles in stock; she over extended herself going beyond a point of duty. This is what I call excellent customer service.
Gwen

Save your self time, headaches, and money and shop elsewhere. Floor & Decor will not stand behind the product they sell. That why there BBB reviews are so low.

Store staff and customer service reps are amazingly kind. Their online ordering system is not good. I will not waste my time or energy on explaining... Too much to say. Corporate should look at the complaints and be fired if they don't! Corporate knows. Just unwilling to resolve the issues. Instead passing the buck to their most likely underpaid employees who get the brunt of the complaints. Very sad for them to have to take the anger and frustration caused by the corporate end of this business. Look at the reviews to see this. They would make much more money if they will respond appropriately.

We are using travertine tile throughout the house and pool area as well as tiling the bathrooms. The Pro Desk at Saugus MA was incredible. They bent over backwards to make sure that we received our order in a timely manner and that sister stores had quantities of specialty tile we required.
They even packaged up the tile vertically for us to ensure there was no breakage.
Thanks Jaime and Greg!

I have purchased over $6,000 of Flooring, Ceramic Tile & Bathroom Vanities. Material was acceptable quality. The issue we had with the company are as follows. #1. Delivered a vanity to our mailing address not the delivery address, why I tried to rectify they told me we would need to provide labor to remove the vanity from their truck. They owned delivery off the truck. #2. Ordered & paid in full for Stair nosing that took 13 weeks to come in and before I could pick it up they sold they to someone else. With no notice. #3. This company has no understanding of customer service. Material is slightly cheaper and if you are buying in stock items its fine, but if you need help or special order material, DO NOT PURCHASE FROM THIS COMPANY.

F&D does not stand behind their products or their contractors work! The installation of my quartz countertop was shoddy as is the product itself. The slabs were not cut or installed properly and the defect on one slab that their contractor tried to fix is disgusting and looks dirty. They are not standing behind their work and they are telling me I need to hire a third party to do an inspection that could cost up to $600! Stay away from this company!

My wife and I spent about 3 - 4 hours in the local store on Memorial Drive in Atlanta after a supply line burst in our home and destroyed 5 separate floors. When we walked into the store we were met by Arthur who proceeded to guide us in this overwhelming task of selecting flooring to replace all that had been damaged. He was outstanding. He had several great ideas and when we had finished, he had covered every floor we needed to repair. His knowledge and honesty about what would and would not work was impressive. While we were there we saw 2 other customers who specifically ask for Arthur to assist them as well. This tells me that he knows his stuff or repeat customers would not ask for him by name. I know that I will drive to the Memorial Drive store and ask for,,, you guessed it, Arthur, to assist my wife and I on our future design issues as well. Thank you Arthur. WB-the man in the wheelchair.

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.

We met with Lou to help with ideas for our master bathroom. His professionalism and patience made our process extremely pleasant. We first picked the wall tile, next was the niche and the floor was last. He added his expertise to help us come up with a finished project that we truly adore. The tile is great quality and the price was reasonable and within our budget. We definitely recommend this store.

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.

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!