Floor & DecorReviews of flooranddecor.com

They took 6 weeks to process my order after I paid and then when they eventually responded to me, they said that the tile was out of stock. I was willing to wait until the tile was restock, but they didn’t even care! They said they will not fill the order and simply mailed a cheque. So here am I, 10 weeks after placing my order, no tile and no communication. The manager Cynthia is AWFUL. I never expected in all my life that a company could be so poor in service.

The Waltham, MA, store manager named CALEB GAUDETTE, a big woman, refused my return just because there's some dirt on the tile packages. Another Asian woman with some eye problems said the tiles were wet. Of course, it was 25 degrees outside. Stay away from this terrible store. I think it will close soon as I saw no more than 10 people in the store. Thanks to the manager.

Unbelievably bad. The customer service in multiple locations (Wayne, Elizabeth, Paramus NJ) have all been either extremely rude or completely unavailable. Their online customer service is virtually non-existent. The email contact form on their website leads to a broken page. Calling directly leads to dropped calls after long holds.

I ordered material online to secure it so it would be there when I got to the store. The order said it would be available next day for pick up. It has been 3 days and I am still waiting for the order to be ready. The order confirmation clearly states not to attempt pick up until they email or text that it is ready. I have to drive an hour to pick up. I tried calling at least 20 times, nobody picks up the phone. I tried online chat and nobody replies. I tried emailing and I am still waiting for a reply to my customer service request.

Bought 10 $70 porcelain tiles ( a box). One was cracked and was a matte finish not the glossy I bought. Refused to refund said must of cracked on install. I said what about the different finish they said can’t return an install. I said it was installed because of the finish and the crack. Attitude was too bad won’t refund. Buyer beware because return policy is a joke. Make them show you every piece in a box before you buy or just find another tile store.

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.

I first had a good experience with them. Bob was my sales rep and did an excellent job. He put my name on all the products I bought but when my contractor went to pick up all my materials some other sales person sold all of my moldings needed for my job. Now my job CAN'T be completed. Buyers beware if you can't take your items with you right then you will be screwed. Other sales people don't care if your name and the word sold is on the product! They will steal it away from you and give it to someone else. That is no way to do business!!!!!

We ordered 3 boxes of flooring on the website yet were sent 3 pieces of floor on a literal pallet. The website is misleading when purchasing, yet customer service sought to blame me for not reviewing my order. Paid $180 for shipping three floor pieces and don’t have near enough to get the job done. Poor business practices and under par customer service. I would advise shopping elsewhere for your flooring needs.