Floor & Decor

I don't know who's worse, Floor & Decor or FedEx.

I bought a tile saw from F & D last Monday (8/17) and they shipped it via FedEx the next day. FedEx LOST the shipment. I called F & D a couple of days ago and they checked and verified that the shipment was lost. I spoke with a woman in the Everett "Command Center" and she said she would have another tile saw shipped out immediately via another carrier and would call me with the tracking information yesterday (8/27).

I never heard from F & D yesterday so I just called.

NOTHING HAS BEEN DONE.

I spoke with the same woman in the Command Center and she said she could have a tile saw shipped out to me but would have to use FedEx? WTH? She didn't even bother to apologize FOR NOT DOING WHAT SHE SAID SHE WOULD DO.

She said she just got approval from her manager to ship another tile saw out but he would not allow her to use another shipper. She didn't have the common courtesy to follow up with me to let me know what was going on AS SHE SAID SHE WOULD DO.

I'm sorry, but I AM FURIOUS. I need the tile saw for work I'm doing on a cabin and now TWO WEEKS LATER I STILL DON'T HAVE THE TILE SAW I PAID FOR 2 WEEKS AGO!

I told her to refund my payment and now I'm looking for another vendor.

UNTRUSTWORTHY. Sorry to add to the growing number of complaints about this awful store but we're hoping to save others some headaches. Prices and selection at Floor & Decor are irresistible but not when you consider hidden policies and bad service. We had two bad experiences in less than a month.

First issue: We spotted a tile that had been marked down half from what we paid a few days before. When we showed our receipt to recoup the difference the clerk told us we were out of luck, started lecturing, and eventually told us we could bring the tile back, return it, and then purchase it again to get back the savings (translation – travel back home, load the stacks of tile back into the truck, travel to Floor & Decor, unload the tiles into a cart, cart the tiles back into the store, refund, purchase, and then cart the tiles back to the truck, load the tiles into the truck, travel home, unload and restack the tiles). Over $110 gone.

Second issue: We tried to return 13 tile trim pieces we didn't use and were told that we couldn't get a refund because "the case was open". We'd bought the 13 remaining trim pieces in a box that was already open. Turns out that Floor & Decor had charged us for a full case and, not that it should have mattered, will not provide refunds on open cases. Tried to explain to the clerk that the box we used had been opened and that we were falsely charged for a full case (15 pieces) but she couldn't be bothered. We'd never seen an employee so disinterested in helping a customer, unapologetic, smug (we saw her do the same thing to an older fellow the previous Saturday morning). Over $40 gone.

You won't find a customer service counter at Floor & Decor. In the meantime we'll continue spreading the word about Floor & Decor and have already talked one contractor out of ever using them again (he was already on the fence). Fortunately Albuquerque has many great choices for floor and tile stores!

The customer service was great and he helped us with our purchases and made the experience fun and easy. Thank you Carl for your help and jokes :)

Omar at this location was awesome he was super polite and helpful and very patient he's good customer service. Thank you so much Omar.

I tiled my whole house, 1700 square feet with a certain tile I purchased from Floor and Decor. I had numerous cracked tiles and called the stores in the Tampa Florida area and found out that particular tile has been discontinued. One store told me the only store in the country that has any of that tile left is in Spring Texas. I Immediately called the store and spoke to Josh the tile manager. He said he was physically looking at 8 boxes of tile. I explained to him the situation and he said he would put the tiles aside for me and that I would drive from Tampa to their store in the Houston area to get them. The day I left for Houston I called the store to let them know I was on my way there. Josh was not in and I spoke to Mark, he said he would text Josh and let him know I was on the way. A 1,000 mile drive that will take 14 hours to get there. I arrived at the store at 7am on Wednesday, neither Josh nor Mark were there, the assistant tile manager said there are no tiles put away for me and she called Mark. Mark said he forgot to text Josh that I was coming for the tile. Also Josh did not put the tile away for me like he said he would. BUYERS BEWARE, this store does not care about you as a customer. If they tell you they will do something for you….THEY WONT! Anna is the store manager and she is useless. Most of the time they don't even answer there calls. I Will be escalating this case to district and corporate management. A lot of time and money wasted on trusting people you should not trust. Keep in mind I purchased over 1700 square feet of tile prior to this including supplies. Never again! Someone told me this company mainly hires people that were fired from Home Depot. Now things are starting to make sense. You've been warned, stay away from this company!

THE WEBSITE SUCKS AND I GOT A LATE FEE, BECAUSE I COULD NOT ACCESS TO MY ACCOUNT ON TIME, I WAS TRYING TO RESET MY ACCOUNT AND I COULD NOT BECAUSE THEY DID NOT SEND ME THE LINK TO RESET MY PASSWORD, AND AT THE BEGINNING THEY DID NOT SEND THE PAPER STATEMENT ON TIME, I TRIED TO PAY IN THE STORE AND THEY TOLD ME, EVERYTHING HAVE TO BE THROUGH INTERNET... BULL$#*!... THE FEE CAN NOT BE CANCELLED IN 18 MONTH, BECAUSE THEY CANCELLED THE FIST ONE THAT WAS THEIR MISTAKE(BECAUSE THEY DID NOT SEND THE PAPER STATEMENT ON TIME) THE ASSISTANT BY PHONE BLAMING THE MAIL... COME ON... IF THEY WANT TO HAVE A REALLY EASY WAY TO PAY THROUGH THE WEBSITE IT WILL BE ON THE SAME WEB PAGE A LOGIN OPTION FOR THE CREDIT CARD AND ANOTHER OPTION FOR ORDERS, THIS IS SUPER CONFUSING, BECAUSE YOU HAVE TO FOLLOW LIKE 6 STEPS, THEN THE WEBSITE REDIRECT TO YOU TO ANOTHER WEBSITE TO BE ABLE TO PAY.
THIS IS A BAD CUSTOMER SERVICE AND BAD FRIENDLY WEB SITE. THE CUSTOMER SERVICE BY PHONE ALSO WAS NEGLIGENCE TO WRITE OFF THE LATE FEE. I DEFINITELY DO NOT RECOMMEND BUY IN FLOOR AND DECOR USING THE CREDIT SYSTEM. THIS IS A BAD EXPERIENCE

Kelly is a gem! Helped me from start to finish to return merchandise.They are lucky to have her,would like to steel her away.

Floor and Decor is one more giant corporate grubber sullying the market place with low cost products they oversell and fail to fulfil accurately to those who are FOOLISH and TGRUSTING enough to order through this pathetic company! I ordered from Floor and Decor and will NEVER trade with this Home Depot related rip off circus! CHINA seems to be their busines model if not their business partner. Wonder what the ownership of this company looks like... Truly disappointing at the very least. Dangerously risky if you value honesty and integrity with those one does business with. This outfit is bottom wrong. Size matters when it's a garbage dump stinking up the market place. This is a clogged toilet in that respect. Full of, you guessed it! Dishonest and only interested in taking all you got and turning their backs... I do not know how to link my Email order receipts to this site but can provide my store order number which is rb************** and my order was "shipped" the RL Carriers (who say that order is NOT "SHIPPED") on thte 21st Oct. 2021. Lying as always. Customer service (if you get them after DAYS of waiting on HOLD) hasn't a clue! They pass you off back into limbo... TYPICAL! AS long as WE support this CRAP it's what we get...

They have a very poor customer service. You need to be chasing people for help and they get upset and rude if you asked them for help.

Tim is a racist. He is the manager of tile and he is a racist that treats black employees and customers badly. And the pro desk ifs full of drunks

Every time I go to Floor and Decor and John is the manager the store is amazing. John really knows how to run the store!

Davian and Mike found the item end of life that I was looking for and that was almost impossible to find!
Thank you guys! Great job!

Courtney was the best. Friendly, patient, knowledgeable. Really made my buying experience enjoyable.

I was charged 600 dollars interest fees,for 10 payment free interest...I call the manager of customer service she told ne you want me to closed lol

Ordering was a challenge. Website needs some updates. $4000 for flooring, $880 to ship. It is dried out and brittle. I called and had to communicate via email with the "WEB DAMAGE" team - Translation — Nobidy knows what is going on and they don't give a damn about prompt, courteous service. One response - said it would be 3-4 days. Called three more times. Average hold time - 38 minutes. One girl said she'd call back. Of course, she didn't. 4 days to decide to reshoot damaged products. Meanwhile, I have sub contractors I've scheduled and have to reschedule everyone. This is two transactions in one: FIRST AND LAST. This company steals your money then ignores your needs - WORST EVER. WORST EVER. WORST EVER. THEY HAVE GOOD PRODUCT, but pay more elsewhere FOR PROPER AFTER SALE SERVICE. THRIR CEO NEEDS TO FIX THESE MASSIVE PROBLEMS. Price is irrelevant when you receive damaged product and they refuse to even act concerned. Attitude reflects leadership. Poor leadership is reflected in every employee I've dealt with.

Courtney, Mark and Devin was very helpful and they did a great job. Go shop with floor and decor in Lafayette

My husband and I purchased flooring 2 wks ago, the price dropped and they refuse to to an adjustment!

Emily warehouse associate at floor decor fairless hills was super helpful and friendly put flooring right in vehicle for me.

Five stars
Great!

The absolute worst place to do home renovations! Customer service is the worst you will ever experience at EVER store. The samples they post in the store are nothing like the actual products, they pick and choose what they want to sample and then when you buy the item and install it, it is nothing like it looked in the sample. When you bring it to their attention, THEY BLAME IT ON YOUR CONTRACTOR AND YOUR OWN NEGLIGIENCE. They expect you to inspect every item because clearly they are too lazy to do it themselves. If one store doesn't have something and they have to call another store to get it, good luck getting the other store on the line, no one picks up their phone and if they do, they say they are "to busy to check for the item so pay for it and drive over and if they don't have it, they will refund you" lazy and unacceptable. The escalations team is useless, they put you through the ringer for them to come back and do nothing for you. They are rude in store and incompetent to get anything done. Stick with Lowes and Home Depot. They at least know how to treat their customers.

Repeated attempts to reach the store, inventory is incorrect on line, once you reach the store you get disconnected typically. Awful website design. Hold times for the store are long and answers are not often accurate and they change each time you call. The only reason they are getting one star is because of one individual at the store that was a super star. Hoping she doesn't quit because of the inaccurate website and management of this big box store. I wasted many hours trying to resolve what should have been a simple fix if they would only pick up the phone at the store. I blame corporate for the staffing issues at this one store and getting them the help they need to navigate client questions. I found out that if you press that you want to order something they pick right up! Not so much when you have a customer service question like missing inventory or shipping info that you can't find online or get a straight answer about. Also that piano playing music on the hold function while you wait is nails on a chalk board frustrating, frenetic, and very obnoxious. Please switch this out for your own sake while there are potentially angry people on the other end of the phone trying to get answers. By the time you pick up we want to throw the phone at the wall when listening to this on long hold times. Also answers take 24 hours to get in some cases. How do you run a business this way? Get someone at each of the store locations who's sole job is answering the phone. Return phone calls in a timely manor if voicemails are left. Fire your website designer. Give out emails for managers of each store available on line to better manage their stores with client feedback. 800 Number is useless as well, one CS rep had a beeping fire alarm going off in the background while trying to resolve my issue. I get staffing and labor is really tough these days but this is ridiculous. Designer that helped me was no were to be found to answer questions. She took her credit for the order though. Lastly after nearly 20 days of trying to resolve misinformation on a $2000 order I will never do business with them again. I would rather over pay a smaller flooring or tile store than have this experience again. We are stuck now with resolving this issue but NEVER again! I am in the commercial design business and have never seen such a mess of managing a company. Trying currently to get the delivery charge of $320 dollars refunded back to me for all my aggravation and inconvenience. We will see. If I get some sort of apology for all this trouble I will update my review but not holding my breath.

My wife and I saved for some time for hardwood in our house. So we go to Floor Decor and were guided to purchase the Nucore LVT, we bought and wound up spending 9,200.00, we hired a professional contractor to put it down because we are in our 70's. After we got done the Nucore LVT Cherry for was fantastic looking, but when we started moving furniture in, we started noticing indentations as large as a quarter and very deep, wherever furniture had set no matter the weight there were serious indentations. So we go back to Nucore and two of the same managers who pushed us to the Nucore LVT say OH do not buy this they have bad indentation problems, IMAGINE THAT. So we go through the warranty process of 3 weeks and some lady from Atlanta calls me and follows up with a email of a warranty paper on all of NUCORE LVT, which says at the bottom bt itself, no warranty on indentations(first time we have seen this paper). She also put in her email that we could have there independent inspector come out for 600.00 dollars and see if there is any factory oroblems, but probaly they would do nothing about it. If they ever close the FLOOR DECOR stores these people could sell cars on 7th street Road, they have a lot of experience in this sort of selling. We have been totally crewed out of 9,200.00 dollars and I have luan, pieces of wood and whatever under every piece of furniture in our house even the dining room chairs. DO NOT BUY FROM FLOOR DECOR AND DO NOT BUY NUCORE LVT, YOU HAVE BEEN FORE WARNED. THIS IS NOT A CASE OF SOUR GRAPES, IT IS A CASE OF PURE THIEVERY. ROGER BRUTON

One of the worse customer service providers within Alexandria branch and this store. Bunch of illegal acts they perform.
I was at the design counter and the two designers named Kena and Kamaria were chatting with each other although they saw me waiting for them. After couple of time of asking for help one of them approached me and I asked if they have designed counter top. She just told me to go to the aile and find it myself. I asked again can you look online and see if you evern carry it. She raise her voice and repeated herself. Then I asked for manager and she went to the other designer Kena and loudly started disrescpeting my request so the other designer approached me and told me she is the manager. I knew she was lying and since her badge was hidden I asked to see her badge. She put her hand on her badge and said " no, you can not, I am the manager". I said no, you are not, please go call the manager. She goes to her manager, named, Andy, and fills her in with bunch of lies. The manager approaches me ignoring all my complaints and told me he will go to aile and look. Meanwhile, I went to design counter to grab a pen and write their names. Kena pretty much was attacking me telling me I could not take a pen and I have to ask her to please have a pen. She started yelling at me and pretty much aggressively putting her hand on the pen in my hand. I told the manager Andy and he just ignore me and gave me a pen from his pocket. Then, I asked Andy for their names. This time he told me "both of them are just designers:. So, knowingly he lied previously also. This is unbelievable and illegal action. Now, I filling this review and filling official complaint with corporate office.

Una de las peores tiendas para mi que existen para comprar.
Haces una orden online y no te dan status de la orden por donde va, cuando contactas a customer services si logras contactar con ellos te dan 1000 vueltas y siempre te dicen lo mismo. Mi expericiencia con ellos ha sido muy mala es la primeray ultima vez que compro con ellos.