Floor & Decor

WORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTHWORST CUSTOMER SERVICE ON EARTH

Naples fl location. I rarely post a negative review. We purchased 1200 sq ft of LVP flooring over two months ago. They said it'll be ready in a week. Took 3, not necessarily there fault. Most of the time I called, I couldn't speak to anyone. I left several voicemails. No one called back till floor was in. We needed an additional 13 cases. After several attempted calls w long hold times, we drove to store. They told us that they were out and that we had to contact another store 140 miles away. They would NOT ship it to the Naples store. We purchase the cases from pompano beach, have receipt and several email confirmations. Delivery was over $200 and took a week. I said I'd pick up, they said they'd pull it and have it in back for me in two days. The floor installer drove two hours to pick it up. Spent an hour at the store and apparently they sold it and were out of stock. After waiting on hold for 63 mins, Finally associate said doesn't know how this happened, but there's 43 cases in Georgia. 450 miles away. Shipping $800. We are totally screwed out of over $1,000 and have had out hours torn apart for about three months, if it actually arrives on time. Naple and pompano beach associates didn't seem to give a damn and refused to refund shipping or any other cost. Never went thru anything like this. There stores do have a fabulous selection, but what good is that?

I bought 233 boxes of vinyl plank flooring spend $7,133 for around total 4500 sqf on 8/24/21. I went to returned only 25 boxes out of 233 boxes on 9/21/21 which I was not able to use and it was in box. They refused to return 25 boxes even though it was under 90 days returning policy. Manager Dan and another lady staff said that product was on sale at the time of purchase and can not return after purchase. He said it was posted by item where it says none returnable. I saw them a picture of item description that There wasn't any sign anywhere says that you can not return it even if it is on sale or clearance. I have posted a picture in here when I bought. When I bought this vinyl plank cashier Ryan ( Associate No *******) told me that I can return in 30 days since I was getting 233 boxes. Then they gave me customer service number which was never answered when I called from the store.
I would not recommend to purchase anything from floor and decor specially from reynoldsburg, oh location or get better information about refund or return policy before you pay specially for big purchase.
I am still looking for more flooring to buy for my basement tiles but now I am not going to purchase from floor and decor.

Called and inquired for items needed. Spoke with Jonathan who was absolutely outstanding! Phenomenal service. However, the cashier was abrupt and when I got to the pick up area for the tile order the young lady at the far left told me it would take 2 - 4 hours to pull my order. The other end of the counter an older woman made a snarky remark at me that they should request a particular manager because she is more assertive. I am absolutely appalled at the horrific service. I spoke with one manager and gave her a compliment on Jonathan's service. Due to his excellent service I drove 2 hr 45 mins to the Cumming store. Once I left his care I was treated with such disrespect and rudeness I asked for the manager again. I told the manager what they said about her to me a customer. Outrageous at best. I will most likely never return to this location unless necessary. The Knoxville store goofed up my order and removed items that I had paid for and the service was sub par by the gal in the black vest who couldn't count how many boxes were taken out of my order. Seriously disgusted with the Knoxville store pick up that occurred on 3/24/23.

We spent a lot of time at Floor and Decor looking for tile for our kitchen backsplash. Then we met Freida. She was full of information and helped make our final decision. Thank you Freida!

First order was not filled correctly (left off quarter round) that was purchased which made us have to go twice for pickup and correction.
Second, filled baseboard portion of order in 8 ft increments versus 16 ft which was purchased. Called Dale Mabry store again several times and was either kept on hold for 30 mins or teated in a very rude manner.
Third, woman said that I received 8 ft baseboard as that was the only size thst would fit in truck. What? The guys that picked this up gad a very large and lengthy trailer that would handle longer than q6 ft. She just lied.
Fourth, asked for correct replacement of the 16 ft baseboard and the women said they had plenty in stock which was the lazy way to get me off the phone. I insisted they physically go back and check to see if baseboard was really there. Again, on hold forever and when the women came back and said they were damanged and I should go to Wesley Chapel. We would have come again for another incorrect order pickup.
Never once did she act apologetic. She blamed it on the Wesley Chapel store as that is where I purchased the items to be picked up at Dale Mabry store. She spoke badly of the other store which I said was not professional and that she should not air company dirty laundry with the customer as it was a Floor Decor series of mistakes and she should represent her company better than that.
This woman and the ones before seriously need training.
Wesley Chapel store is wonderful and everyone at that store goes above and beyond to correct problems and finally fixed it for us.
Perhaps Wesley Chapel store should cross train their counterparts?

This place has the highest prices, the worst phone service, and the worst in person customer service I have ever seen. It takes forever to get someone on the phone and when they do come on and you ask for availability they take a unreasonable amount of time to go check. I recently did an online order and the status said, for two weeks, that they were getting the order ready. I just went in to check it and they didn't even know I ordered it. The check in woman said it would be 45 minutes before they had the order ready. I wandered around the store for a while and checked back. She went and got the order off the floor her self but miscounted the amount and was short a full case. I had to count it in front of her before she believed me, then she went back to the shelves and brought back a partial case and miscounted that. I, again, had to count it in front of her before she believed me but before she saw that she noted in the order the wrong amount. I had to go to another cashier to get credited for the short amount, which they said they had in stock but didn't, and he had to do 3 different transactions to straighten things out.

They Didn't want to respect the warranty they tell me I have I will never go back there please don't buy there if you have a issue with the product they will not respect the warranty they gave you

I have been in the trades 35yrs,
My father 70 yrs. Still living.
The MANAGEMENT, MIND YOU.
Were so utterly RUDE! I was working at the New Facility in Maple Grove, Mn. OMG?
One of of their MANAGEMENT person's with whom all he did was walk around with his phone taking pix. Actually just laughed at me, Actually speaking to me as if I was a total idiot, Please to ALL TRADESMEN and HOMEOWNERS
ALIKE, STAY AWAY, FAR AWAY!
I will be sure to let ALL with whom I know, ALL THOSE at JOBSITES and homeowners alike.
My father was in total dismay about this. WOW.

Thank you Romell at Greensboro store. He took really good care of us! There was a mix up with the product we ordered and the one we were picking up. He resolved it and was very professional.

I was in Floor and Decor in Tampa and Kelly Shabott was so patient and helpful. She took the time to help me decide on a design. Which was so helpful. Highly recommend Kelly. -Christine

The Paramus Store had a wide selection of Kitchen Floor products.
Jim was particularly helpful.
The Price was fair and reasonable.
The Installation was professional.
*****Doug and Karen

I was in the store on or around 10/22/21 I was very impressed with the layout and how easy it was to find what I was looking for I have been an installer for the past 43 years when it came time that I neededget to help that was easy to Sabrina came to my rescue she help me all the way through my purchase from the sales department all the way to the back door where I was loaded out she made sure it was a quick and easy experience for me I was really impressed with the service that she gave me thanks so much Sabrina

I came in early in the morning about a tile I ordered and received the wrong one she came out smelling like a lot of alcohol yelling at me she was really sassy from the beginning and wasn't really trying to fix my issues and told me she had a headache she couldn't deal with this and got someone to help I ended up canceling my order because I don't wanna spend money where I was treated like that I really hope that miss Gina Rodriguez can treat the consumers better in the future

I came into the store with all 6 of my grandchildren I was assisted and helped by Cindy she had patience with my family she was great she really schooled me on everything I needed she's the best

WE PLACED AN ORDER ONLINE PAID FOR DELIVERY THE DELIVERY COMPANY SENT 1 PERSON TOP DELIVER WHEN WE SPOKE THEM ABOUT 2 THE GUY WAS HURTING HIMESLF… WE RESCEDULED FOR TODAY JUST WAS TOLD BY THE DELIVERY COMPANY THEY CAN NOT FIND OUR ORDER… IT WAS EITHER SENT TO ANOTHER STORE OR RESOLD… WE HAVE WORKERS HERE PAID PEOPLE. NO TILES WE BOUGHT. SPENT OVER 2K AND THIS IS HOW THEY TREAT CUSTOMERS… HORRIBLE THE WORST AND; LAST TIME THEY HAVE OUR BUSINESS… IDC ABOUT COVID, IT HAS NOTHING TO DO WITH CARING FOR CUSTOMERS AND HOW WORKERS RESPOND TO THEM… UTERLY DEPLORABLE WORST THEY HAVE A TON OR TILES TO LOOK AT BUT NOT WORTH THE HEADACHE OF SUB P[AR CUSTOMER CARE… NEVER EVER AGAIN… GO ELSE WHERE IF YOU CAN OR TAKE WHAT YOU BUY RIGHT THEN… NO ONE PICKS UP ANSWERS OR RESPONDS AND THEY WONT HOLD YOUR ITEMS 14 BUSINESS DAYS… THEY SELL YOUR ITEMS AND MAKE YOU WAIT EVEN WHEN WORKERS HAVE BEEN PAID

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

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?

My husband and I wanted to remodel our bathroom and I had no idea where to start, but thanks to Sarah, everything is beautiful!

Day before this happened I drove my Prius to pick up flooring I ordered. I explained how to load my car with 25 boxes and worker ( long blond haired) listed to my instructions and was very polite and nice. I draw safely home. Today I came to pick up the rest of my flooring boxes different worker ( has glasses, and darker curly hear) took initiative and loaded car not listening to my directions.
Well on the first traffic light boxes went flying into my windshield and broke it. I turned back because it was not safe to drive with flying boxes around. I asked for manager and needed to reload car in different (safe) way
Manager filed insurance claim. When I suggested on how to load car worker with glasses and curly hear did not show any interest in following instructions. He was taking boxes out and was tossing them. I asked him not to toss my flooring because it my brake, he did not care. Manager stayed and watched all what was happening without comment. I became so disappointed that I couldn't find any words to discuss anything any more. Manager supported his workers and they left me outside with boxes on the ground and closed the door! I loaded my car myself. Now I know that people don't drive flooring boxes in Prius but if these workers listened to me like one did previous day maybe all this would not happen. Maybe if I wasn't older women with foreign accent they wouldn't just let me outside with my boxes and closed door. On Monday I am calling customer service and filling complaint
I am including pictures of my broken windshield and my hands after I loaded my car myself.
Store is in Mission Viejo

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

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

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.