Floor & Decor

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.

Went in looking for some cultured marble for the backsplash to our new vanity. This one gentleman led us to glass sill in white saying that was the closest he had to what we needed. He got a call from 'the boss' while we were working with him so he up and left us. Our contractor went and got exactly what we needed. Couldn't he just tell the boss he was with a customer

Floor and decor sells bad products. Their vinyl products contains high VOC. We installed their product and it started releasing VOC( harmful gas) gas and does not go away and gets worst during humid weather. They sold sample with good quality but when actual product got delivered, it had inferior quality. If you care about your investment, time and health, please avoid any product from floor and decor. Their local store managers and corporate customer service is pathetic. Any future issues, they will blame installer to get away from warranty. I have lost thousands of dollars and extremely unhappy about their products and customer service.

I purchased 265 sq. Ft of porcelain tile, and matching grout. Two tiles broke after installation, from just being walked on. The pre colored grout containers are gallon sized, but only half full. There is a cheap sponge in the container.
I am so disappointed in the quality of the tile, and feel I've been stolen from with the grout. Will never purchase from Floor Decor and more ever again.

I purchased tile from this company and was informed it will only take 5-10 business days however they did not provide me with an order update, could not locate my order and did not inform me they were unable to fill the order. After one month of waiting and calling for product update I was informed the order was ready within the 10 days but no one called me. I asked if I can pick it up and then was I formed they could not locate the inventory. I received a call back and was informed they located the tile but it's less than what I paid for "do you want to come get it and buy the rest somewhere else?". The problem being the tile is a specialty tile that I could not locate anywhere else. Upon arriving at the store to pick up what they had in stock no one was available to help and my tile was sitting on the counter. I will never purchase from them for another project!

Guys - suggest you not to book anything online as no one responds to your phone call and neither you will get email response also. I never seen such horrible customer service in US. They messed up my order and so for all my efforts are in vain in getting refund.

Only good part is - shop has lots of varieties, if you like something it's always better to buy and bring along with you rather than preferring online shopping.

So its been another 3 weeks or so and I STILL have not gotten a call from management as I was promised. They reply to reviews as if they care but they do not follow up and its impossible to get anyone on the phone. Based on the overall ratings for this company, it looks like poor customer service is their motto. My advice, buy at your local tile store. You may pay a few extra pennies per tile, but you will save big time on delivery charges and blood pressure! Stay AWAY from this business.

What a horrible experience. This company charged my credit card and has no record of my purchase. Don't shop at this place. You'll never be able to call the store or talk to anyone in customer service. And when you do get someone they intentionally drop your call.

Terrible company. Keep away! Their inventory system has no ability to track purchases before they are actually picked resulting in disappointed customers when they come to collect their products and/ or long delays on deliveries. Customer service is awful - no accountability of anyone and never call back when you leave messages. They dont deserve your business!

Asked several representatives before applying for card about interest after promotion, have been told there will be none. It's a lie, big time lie! Be careful people. There is a print on the bill that says all interest will be applied to your account after promotion is over. Representatives are too stupid, not trained and have no idea.

I've ordered floors multiple times.
Every time I go there it takes 1.5 to 2 hrs to check out.
Associates does not know how to work on a computer.
It takes the joint efforts of at least 3 people to place an order.
How about some training so they don't waist client's time!

I will never give these people my business again. And GOD forbid they answer the phone. When they do, it's a recording to leave a message and never returned. Was in there this weekend for over an hour. NOT ONE person asked if I needed help. GOODBYE F&D

A great example of the worst customer service experience ever. The sores are clueless the web site inaccurate, CS reps give u incorrect info. You are waiting for hours to pickup your order after being told 15inutes. Look around and watch them all check their cells phones constantly while your order sits. Boynton Beach is the worst of all.

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

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.

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.