Floor & Decor

Had the best experience at Floor and Decor Paramus, NJ location today. Oustanding customer service provided by Antonio! Needed help with marble tile on a reface of existing fireplace in my home. Antonio had a wealth of knowledge on tile as well as everything I would need to complete the job and all of the many products the store had to offer for this particular project. He was over the top helpfuland patient answering my numerous questions. This man deserves a raise! I normally dread going to these type of home improvement stores because it is very rare to get the undivided attention that Antonio provided. Antonio gets 5 stars! Only wish all stores had more customer relations staff like Antonio who made it a great experience.

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.

Terrible customer service, Bought laminate flooring needed more to finish job it is a 1 Hour Drive to get to them, tried calling both Port St. Lucie and Pompano locations already drove to Port St. Lucie because nobody answers the phone at either site Port St. Lucie said Pompano has it they think tried calling Pompano Wala somebody answered the phone when I told him I needed to know somethings in stock they transferred me and nobody picked up no recorders no nothing excuse my English they suck go somewhere else,

I have ordered about 3700 sqf porcelain tiles at Alexandria VA branch for delivery it took more than three weeks, employees were very unprofessional I know they have quality staff but very bad management there system of delivery is comparing to any building material supply is the worst and still we didn't get part of our items bad experience!

I purchase thousands of dollars every year with this company. An unexpected delay in tile work installation. When we went to complete we realized we were short some tile. Went back for more and were told it was discontinued (and had already been when sold to us but we were not told that fact) so we could no longer get the few pieces we would be short. We asked to return what we had so we could pick a new tile. We were denied and told we could "dispute this" buy following provided instructions. We did so only to be promised that a fair review would be made. We received a computer generated letter stating simply that the return was denied with no explanation as to why with no means to dispute the dispute that had never truly been given any consideration. This company has lost my business forever when they cannot take back $500 worth of product that they can easily resell (like they did to my client) and have the client pick a new tile. Simply BAD business. I cannot give them further business knowing that they do not have the backing they should for contractors who spend thousands with them annually.

Wishing I could give 10 Stars to Jenn in the Moorestown store! During the long and stressful process of having our bathroom remodeled, we ran into an issue with the material we purchased and then a product availability/shipping issue within one week. We went to Jenn and she was great! She patiently listened to our issues and then went above and beyond to take care of us while resolving both issues, on the spot and better than we expected!

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.

In-store, the associates are helpful and there is a great selection, but beware if you need to place an order, or if you place an order online. Apparently, their distribution center is run by clueless people who have no idea when orders will be shipped or where the process stands. They apparently have no computer system tracking orders or are able to let you know when you can expect delivery (either to the store or to your home) even a week after you order. Not a clue. No one knows. It is policy, I was told, that you cancel all plans until they deliver. Really? So no weekends away, no vacations, no ability to do anything away from home because THEY don't have any idea what they are doing. "You will be emailed when it reaches the stored." Oh, so like the USPS, when it is delivered, they suddenly know where it is. This is preposterous in 2023. Computer systems know exactly when things are set to be picked up, when they were loaded, when they are in transit and when they arrive. They need to be able to tell the customer this information and not expect them to be at their beck and call for 5-10 days on the website, 14-20 days by estimates on orders and 7-14 days from customer support. NO ONE know what the distribution center is doing. They probably tell corporate, "We get it done. Tell your customers to shut up and sit and wait for us." And corporate responds with, "Yes sir... however you want to do it." Yep, Floor and Decor distribution is probably right on par with every other distribution company in 1982. Would be nice to have information. Not asking to speed anything up, just tell me what the distribution center knows. And if they REALLY don't know anything, well, that is a red flag right there, isn't it corporate?

Ordered a floor that was very much a brown tone on website. It came gray. Not even remotely close. They basically said sorry

RUN AWAY FROM THIS COMPANY
In less than a year of installation of their Urban Walk Vinyl flooring (12"x24") over a solid plywood floor, the product, in several areas, is warping and cupping upward causing the corners to be extending higher than the rest of the product producing chipping, unevenness, and broken connection channels to where some tiles are totally unattached. Customer service is non-existent, you can't get anyone to answer or return a call, e-mails to store managers are ignored, and calling the store is an exercise in futility. I sincerely believe that their company Mission Statement is to frustrate you enough to give up and take the loss. I have made at least a dozen phone calls after I got through one lucky day and was able to actually talk to a rep, even got a claim # - not one word since, going on 10 weeks of aggravation and disgust.

I went to the Conyers store and Ms. Angela Rosemond assisted me. I wanted to buy a product that was not in the store but was in other locations. She called around to some of her colleagues at different stores and made a connection with Brenda Wise at the McDonough location. Brenda called me the next day to follow up with the flooring and assisted me over the phone. However, when my colleague went to store to purchase on my behalf, there was a slight issue. I remember Brenda saying Shar would be able to assist if she wasn't available. I had my friend to ask for Shar and she worked everything out with her Store Manager. This is was excellent team work and customer service looks like. Thank you again Angela Rosemond: Conyers store
Brenda Wise: McDonough store
Shar or Sharra: McDonough store.

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.

80,000 sq ft. Everything you need. Stephanie Corlew, our design consultant, was amazing. In and out in 45 mins. Kevin Conway from pro desk was also great.

Miss. Ajae Gartman, of the Brookhaven store was of great assistance today in handling me vision and needs in a timely manner. Thank you Ajae Gartman, for your assistance at floor and decor

Went into the store the other day looking for pencils for a project I was working on and ran into Adrianne Powell who jumped in right away and helped me find what I was looking for, pulled it all together for me and set me up with a quote in the system witch made check out a breeze.

I want to share my recent experience at Floor & Decor of Pembroke Pines, which was extremely disappointing due to the manager's terrible attitude and lack of professionalism.

I made a significant purchase of tiles for my home, but during the installation process, we discovered several tiles were broken, and some were of a different color than what we had chosen. I decided to go back to the store to return and exchange them, but what I encountered there was a manager with a rude attitude.

When I explained the problem and presented clear evidence of the faulty tiles, the manager became defensive and refused to acknowledge the issue. Despite having the evidence right in front of her, she adamantly denied any responsibility and claimed that it was not possible to make the exchange. Her attitude was completely inconsiderate and unprofessional.

The situation escalated when, due to my frustration, I lost my composure. The manager refused to speak with me directly and instead sent another staff member to the checkout counter to assist me. She even said to her employee, "I don't want to talk to that guy." I was shocked to witness a supposed manager escalating problems instead of trying to resolve them and provide quality customer service.

It is unacceptable for a manager to refuse to speak with a customer and evade responsibility for an evident problem. The manager's rude attitude and lack of professionalism demonstrate a clear lack of leadership and disregard for customer satisfaction.

As a consumer, I expected to be treated fairly and provided with a proper solution to the problem I faced. However, the manager at failed to meet these basic expectations. It is disheartening to see someone in a leadership position unwilling to address customer issues and instead choose to ignore them.

In summary, my experience at Floor & Decor was extremely disappointing due to the terrible customer service provided by the manager. Her rude attitude, refusal to acknowledge the problem, and reluctance to engage with me as a customer are unacceptable. I cannot recommend this store to other customers, as it clearly lacks competent leadership and a customer-centric approach.

THEY HAVE SOLD ME IN TWO OCACIONS ALREADY SOME CHEAP DEFECTIVE TILES THAT I LOST A LOT OF MONEY ON...
THE FISRT ONE IS ALMOST POLISHED AT THE BOTTOM SO THE MORTAR DONT HOLD IT GOOD AND SOUNDS HORRYBOL.
THE SECOND ONE THE INSTALLER CULDNT EVEN CUT IT WITH A NEW WET SAW, THEY WHERE TOSTED AND WOLD BREAK LIKE GLASS...
THERE IS A LOT OF OTHER PLACES AROUND, FOR A PEACE OF MIND VO SOMEWERE ELSE.
THANK YOU

IN JULY I BOUGHT $1400.00 OF FLOORING. I NOW HAVE ABOUT $250.00 LEFT OVER IN PERFECT CONDITION. I WENT TO THE STORE WITHOUT MY RECEIPT THEY TOLD ME THEY WOULD GIVE ME STORE CREDIT. I BROUGHT THE GOODS BACK NOW THEY DENY ME STORE CREDIT EVEN THOUGH I NEED TO BUY $300.00 OF TRIM. NO ONE EVER TOLD ME THERE WAS A 90 DAY RETURN POLICY. THEY USE AN OUTSIDE ARBITRATOR WHO DENIES EVERYONE AFTER 90 DAYS NOW I NEED TO ARGUE MY CASE WITH THESE PEOPLE. I TOLD THE MANAGER I WILL GO TO THE PENNSYLVANIA ATTORNEY GENERAL'S OFFICE. THIS COMPANY IS A DISGRACE. I WILL NEVER BUY FROM THEM. I SHOULD HAVE GONE TO HOME DEPOT. DO NOT BUY FROM THEM

We have been to the North Portland store twice & we live in Tigard! Both times we were asked by SEVERAL employees if we were doing ok or needed any help!:)
The store is clean & easy to get around with GREAT samples of the tiles & flooring making shopping & choosing SO MUCH EASIER! :) ARMANDO helped us last night & he was AWESOME! Helpful honest & went out of his way to help us & make shopping fun! Thanks for coming to Portland! :) Robin S

Purchased $2000. 00 worth of tile, 200 worth of grout the highly recommended, 900 worth of marble saddles and edging. Made 16 trips back and forth. Had a licensed contractor install the tile. Needless to say the grout they nightly recommended (after following said instructions) never cured. Me, a 115 pound woman with nails was able to lift the sheets of pebble off of the floor. After a face to face encounter to address the problem, as well as a phone call Mike the manager at the store in Toms River, told us we would have to send pics and dispute it with the manufacturer. They sold us all the products and did not back them up at all. Needless to say we have to spend another 600 to redo the floor cause it can not be reused unless Picasso is going to set pebble by pebble. This company sucks and would never use them again! Oh and none of this policy is on a receipt. I can't read fine print. Mike didn't seem to know as well. I guess we hire managers now to read off a screen and get paid more!

The site itself is beautifully set up.
Numbers don't add up between measurements and installers. Information left out of reports.
Warranty is limited.

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.

On this sunny winter day, I drove over 40 miles to purchase tile from the Nashua store. I asked to speak with a designer who showed my wife and I one possibility then she was called away because another customer came in. We wandered aimlessly around the store and she never returned while she tended to the other much more important customer. Never came back to check to see how we were doing. We kind of settled on a tile. Finally, I found someone on the other side of the store and told him I needed x amount of boxes. He was nice enough to come over, count the boxes and said there wasn't enough. I asked if they expected more to come in and he didn't think so but told me I drive to 2 other stores at least 40 more miles away. I asked itf there was home delivery and he was very unclear. After about 2 hours we left and bought tile from Lowe's at a much better price. The worst customer service award goes to this crew. I especially liked the 2 employees sitting on boxes the whole time just chatting and not helping anyone. Shame - shame -shame Floor & Decor.