Floor & DecorReviews of flooranddecor.com

Excellent sales people, Miss Carrion and Solorzano are great. The problem is with the pick up area is a big mess. I place and pay my order on Monday and on Saturday the order wasn't ready. Got here at 9.00 am and is 10.00 am and still waiting for these people to put the tiles together. Very poor service.

I purchased some Tile a few weeks ago from Floors & Decor and the service was Horrible. The information on how to purchase Tile was incorrect. The process from delivery of the Tile was incorrect. The process for the initial pick up was confusing. Then finally after we picked up the Tile and delivered it to our home the Boxes started separating as a result of the Boxes getting Wet and Dry Rotting. We took Tile back the pickup and Delivery section of the Store and were told that some Boxes are like that it just depends on where they came from. This particular Tile was make in Brazil. However, that should not be an excuse. Anyway, after two days of frustration we met Ms. Justeen and Manager Mr. Rey. We cannot say enough of good Superlatives about these two individuals. They showed a high level of Professionalism and Pride in their Work that most Customers are looking for when shopping for various items. They swiftly took care of our problem and we were able to pickup a repackaged set of 38 Boxes of Tile. It’s people like Ms. Justeen and Manager Mr. Rey that should be recognized for their Professional Work and Willingness to get the job done. I would recommend that individuals like these two be separated and Recognized for their Positive Work performance and their Care for People.

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!

We've had good experiences with the people at the Orlando Floor and Decor. The store concept is great and the product they carry seems to be a good value. They're great at returns for small items but things fall apart when you have larger quantities. We used their calculator for a 3000 sq ft flooring project and ended up with 33 boxes more than we needed. The project has taken longer than anticipated and we missed the 90-day return window by three weeks. We've gotten used to working with companies like Ikea that give 180 days. The product we purchased is still sold in the store and all 33 boxes are unopened - in beautiful shape. The return was denied at the store by an automated algorithm. We were told that we could appeal the decision with their third-party retail company - Retail equation. When I called them, I was told there was nothing they could do as they work off the same algorithm. I'm not sure why I had to call them to hear that. They have now sent me back to Floor and Décor and I'm waiting for a formal form to fill out. Bottom line is that there seems to be some good folks working for a good concept, but Floor and Décor as a corporation has separated themselves from actually caring. In a world threatened by big corporations not caring for the right parts of business, I'd rather not support any company like this. I'll update this review if things take a turn to the better.

tried to get a corner shelf, not in stock , tried to order on line credit card didnt work all day, finally started working said it was sin stock at store called for 15 min no one answered phone, went to store no shelf. this store customer service is a joke, right hand does not talk to left hand.

The Alexandria, VA store where I typically shop has good floor personnel but the system for storage and pickup is a nightmare. This store has a management problem and the staff I dealt with were not helpful, smirked at the issues I was having, never offered to radio to find out what was happening with my order and generally had surly attitudes. Starting with the checkout gal who told me all of the items on my cart would be returned to the shelves and new items would be pulled - which sounded crazy since some items were no longer on the shelves they were on my cart. I was purchasing items to be picked up by my contractor. I went to the pick up desk where I was told no problem - they would hold my items and pull the remaining items from the shelves for pick up and could be picked up at a specific time or sooner. None of this occurred. Despite giving extra time - my contractor waited over 50 minutes to only receive what was originally on my cart - not the extra items that still needed to be pulled from the shelves. In fact, he was told there was no stock for this when in fact there was a full pallet of tile available. Finally, after I called the store and insisting there was stock - amazingly it was found. Still it took almost another hour wait to obtain the materials. Donnie D. - the man trying to help also had a bad attitude, put my materials in a location but never notified me where the materials were and NEVER apologized for the extreme inconvenience he and other members of the pick up team put me and my contractor through. I have not had this problem at other Floor and Decor stores. Woodbridge is a great store and they are super helpful. This is a management problem. PS- I have spent tens of thousands of dollars in tile at Floor and Decor while building homes.

We were lied to by the man who waited on us, he said go ahead and order an extra box of Luxury vinyl and if you don't need it we can re-stock it. That was not true and we were just told so sorry, it was my first week working here and I didn't know what I was doing... Seriously? Never again will I step foot in this establishment and will not recommend it to anyone.

We placed an online order for in store pickup. Told it would be ready in 4 hours. We waited and waited… nothing. We finally just went to the store and got it ourself. 3 days later our order is now ready for pick up and we can’t cancel it. Website has many flaws contact us section won’t work, many pages indicated page not found and online chat function was a pain…. Finally got past virtual agent but actual text entry box would not allow typing. Have tried updating fields but those get error messages too immediately after hitting submit.