Floor & DecorReviews of flooranddecor.com

I PURCHASED $2500 WORTH OF TILE FOR SHOWERS, WITH THE UNDERSTANDING THAT I COULD RETURN AFTER 90 WITH A RECEIPT. THEY USE A THIRD PARTY COMPANY AND THEY DENIED MY RETURN, EVEN FOR STORE CREDIT STATING THAT IT WAS PAST 90 DAYS. THE RECEIPT SAYS NOTHING, BUT PURCHASES RETURNED AFTER 90 DAYS WILL BE GIVEN STORE CREDIT. NOTHING AB OUT PENDING APPROVAL. I THINK THAT IS RIDICULOUS AND NO ONE AT THE STORE COULD OR WOULD DO ANYTHING TO MAKE IT RIGHT. HAVE TO CALL TO BEGIN THE PROCESS TO DISPUTE, WHEN ALL I REALLY NEEDED WAS TO EXCHANGE FOR SOMETHING ELSE.

After having a fairly good experience in the Danbury showroom with a store employee named Donna, who was helpful and knowledgeable in making our $1200+ purchases, we were told to come back in 45 minutes to pick up our goods. Our contractor did exactly that, but when he showed up with his truck, there was a further delay as he had to hunt for someone to ask about the order. Even worse, with the exception of one employee named Greg, everyone else our contractor spoke with was rude, hostile and uncooperative. No one, with the exception of the aforementioned Greg, wanted to help our contractor in loading over 3000 lbs. of tiles into his truck. He was shocked at the unhelpfulness, bad attitudes and poor service he encountered, in stark contrast with service he customarily receives at Home Depot, where employees in the loading area pitch in and do their best to help customers load their goods. We won’t return to Floor and Décor for future purchases

Floor and Decor recently opened a new branch in Leesburg, VA near where we live. They had a grand opening day planned back in the Fall 2021 and my wife and I went over looking to remodel two bathrooms. The store was not approved to open by the Fire Marshall on the day heavily advertised as they did not have all the requirements and inspections finished yet, but foolishly committed themselves to a big grand opening and advertising campaign regardless. We and many others were turned away after driving all the way over. Strike one. Several months later we went back over and after a few visits picked out some tile samples we liked. The store is basically set up self serve to buy whatever they have on the shelf, but how to order extra matching material wasn't clear, so we make a free appointment with a design consultant for the following Saturday. Upon returning to the store on Saturday it is busy. We arrive in the design center but it is unclear how or to whom to check in with. I have to politely interrupt a designer to inquire and she advises there is no process for checking in, but we are in fact assigned to her. She finishes helping the other folks and meets with us about 12 minutes late. No biggie. She assists us well with locating and making decisions on all the additional required elements needed for a full bath remodel and builds out an order for us in to the system. She did seem rushed. Unfortunately not all the tile we needed was in stock at the Leesburg store. We are told Floor and Decor does not do interstore transfers. The Alexandria store is supposed to have what we need in stock, but since its a busy Saturday, getting a visual confirmation from them would be very difficult as that is the busiest area store. We decided we will just make the hour ride over and pick up the extra three boxes we need to ensure we have everything in hand that day. Leesburg store says they will pull our order from inventory and can come back at 6pm to pick everything up, minus what we will fetch from Alexandria. We are taken to the register to pay. The online order built for us by the designer was wrong and we got charged double for a 31" sink vanity top. Fortunately my wife catches it at the register and we are issued a credit. If she hadn't carefully reviewed the receipt at that time we would have been overcharged and had to try to explain that another day. Strike two. We make the hour drive over to the Alexandria store and find the three boxes of tile we needed. We also needed some shower corner shelves and the store inventory showed plenty but only one was actually on the shelf. A store employee pulls two boxes from the back and we have what we need. We drive the hour back to Leesburg and its near the 6pm pick up time. We go to the store and check in by text as the signs direct. Speaking with a clerk at the loading dock he confirms our check in and says most, but not all of the order has been pulled. They cannot find some of the tile. The design consultant is summoned and says that all the penny floor tile we needed and had paid for must not have been pulled from the shelf quick enough and someone else had come in, picked it up, and bought it. The store inventory was now showing negative numbers. Her suggestion was that we could go back to Alexandria to pick up the tile as a "remote buy" or pick out something else, like it was no big deal. I explained we had just come from there after driving two hours and neither of those were good options. We settled on a refund of the penny tile at Leesburg and a remote buy of what we had picked out at Alexandria for 3/24. I was going to be in the vicinity that day and decided it was just best to get what we needed and be done despite the extra inconvenience. Strike three. We load up the picked materials from Leesburg and head home. Upon unloading we discover the staff had pulled the wrong grey top vanity. We quickly transfer that to another car and race back over before 7pm closing, arriving at 6:55pm. My wife calls on the way to inform one of the lead staff and verify that the color we needed was still there, as it was the last one on the shelf earlier. He pull it and meets us at the loading dock. We make the swap. Strike Four. This stores system seems to be very self service whether picking merchandise from visible stock or self ordering online. The lack of control of sold merchandise is inexcusable. The fact that interstore transfers are not possible even if only scheduled once a week is a huge burden on the customer trying to track down a few of this or that to match. Much of the store inventory seems depleted. It will be pretty hard to really have a wide choice of tiles to choose from for a bigger project unless you are willing to run all over the place gathering the few extra boxes you need. Very disappointed. Doubt I will shop here again when doing our other bath or recommend them. Chris C. Leesburg, VA

NEVER ever order anything online!!!! Their inventory system is terrible - never trust the inventory count you see online. Don’t use curve side pickup - I waited an hour outside. Only got the items when I went in and asked then only partially filled the order. If you are having items delivered to your home - don’t do it. You will NEVER get it. No one will answer customer service phone when you try to get update. Crazy thing is when you do get through (after 5-10 tries) you will get the wrong status. They really need to get their IT systems online order processing in order. It’s like a bunch of high school kids running the place. From now on I will only purchase what I see physically in the store!

Left with nothing as there was NOONE to help me. I did ask an employee if they sold mastic by the quart and she said she didn’t think so. Ummmm why didn’t she just say I have no clue! And again, there was NO HELP. Sorry but I’m going to Lowes.

I have shopped at your Langhorne store which is on the website as Levittown which should be the 1st red light as to do not shop here but anyway going back to the store 3 different Times to pick product up they do not have bags at the registers how in the world do you not offer bags not everybody is buying cases of flooring In my case I was buying individual tiles and Bath fixtures and there is no offer of a bag and when I asked the cashier who was busy on her personal cellphone while ringing me up she told me she did not know why there were no bags that they have not had bags since they were open There is a plastic bag ban in Philadelphia but certainly not in the surrounding suburbs which is where the langhorn store is Totally ridiculous

I placed an order for flooring that showed online as being in stock. I didn't receive an email confirmation about my order being ready for pick up, so I called to confirm after two days. Was told that the order was ready by an associate and I could pick it up that same evening. Received a call back a couple hours later that there was an inventory error and the order could not be picked up until "middle to late" part of the following week. There is no order tracking online, which is really inconvenient. After chatting with an associate, they estimated another week to arrive at the store, plus an unknown number of additional days until I could pick up the product. There's not consistent communication about product availability, and it makes it very hard to get home renovations done on a timeline. Very inconvenient

I purchased luxury vinyl plank for two of my rooms. The flooring went down ok but then I needed to put down reducer strips. The first went down as expected. I went to put down the second one, laid the channel in then cut the reducer. The product was defective. The reducer would not stay down in the channel. The good one was white on the underside and ok. The next same model # strip was gray on the the underside. The strip was extremely sloppy in the channel and would not stay down. Manager looked at it and said it sure is made wrong the channel was too wide. Didn’t say he would pull stock check the stock or anything. I guess they will just sell the defective stock to innocent customers. Even though it was defective, Floor & Decor would NOT accept the bad one back for return because I cut it. Never happen at Lowe’s or Home Depot!