Floor & DecorReviews of flooranddecor.com

Floor and Decor has the worst customer service I have ever seen! Ordered product for our wood floor, we told them the deadline we had, the sales rep assured us we would have the product in plenty of time. Called the store in Woodbridge, VA where we ordered it from just to be passed from person to person when asking for a manager. Each time we called, we were put on hold and assured someone would be right with us, many times this resulted in, let me take a message the guy you want is on his break. Other times, we were just put on hold for 45-min to a hour each time just to be hung up on with no resolution. We took a few trips into the store to check the status of the order to be told its not here its still on back order. We also emailed the "Customer Care" inbox and were told we would hear back withing 3-4 business days, well still no word form them either after two separate emails. This has gone on for two months and we finally made another trip to the store just to be told the same thing. Well we addressed this situation with the on duty manager as he was taking down our information and assured us it is out of their control. When we kept pressing the issue for him to check the system to look at the status, he told us that is only something that the corporate office can do. The manager assured us if they had received it, we would have been notified. We were referred to a cashier just to "humor" us to look up the order to find out the product had been sitting in their warehouse for ten days!!! No phone call to tell us it was finally in, nothing! Well, we went back to the manager who was positive we would have received a call just to inform him how long it had been sitting in their warehouse and no calls, no emails, nothing had been done. He took all of our information and promised this issue would be addressed with his staff and they would do something in return for us and we would hear back from them, still no word from corporate or that direct store. With the money we have spent with this store prior to this project, this kind of treatment is ridiculous! If you can avoid using Floor and Decor, please save yourself the headache and DON'T. We will be taking our business elsewhere.

I ordered 3,000 SF of floor tile. Came from one store in CT. The floor tile alone was $11k. I paid for liftgate service. The company that was responsible for delivery would not deliver unless I rented a forklift to lift the pallets off the truck. The delivery was $1k. Not only did the driver have nerve enough to joke that the lifegate was broken Which cost another $500 to my pocket for the day to rent the forklift. While I was on the phone with the PRO the driver was refusing to take back the tile that they broke in transit. That was another issue to the customer service rep. Their PRO told me to refuse the delivery of that pallet. I know it didn't obviously didn't leave the store broken. In further conversation the PRO desk at the store could not help me at all. First they were confused about what was sent to me as they were 4 foot x 4 foot tiles and I didn't realize that there were two tiles to the box but then again neither could the store manager tell me that. So my first confusion was that my whole order didn't arrive. They sent me to customer service. I have waited for hours on hold trying to get back to the woman that called me the first day. Lo and behold out of what I kept there was another 30 tiles that were broken. 3 weeks of emails back and forth with the customer service rep. The photos I sent weren't enough to support what was broken. There are only two tiles in the box. So if one tile is shattered the other is shattered but that logical explanation is not good enough for the rep handling my problem. Still no resolution to the replacement tiles. No refund. I am on hold as I write this review.

Unless you can take it with you do not use floor and décor. I had a patio and front stair project. My contractor suggested floor and décor. Only part of the travertine I selected was available from my local store. So it had to be ordered from 3 different stores with 3 separate delivery charges. I asked why it could not be sent to one store and then delivered. They claimed each store was a separate franchise and it could not be done. The last delivery came badly damaged (at least 80% broken). I contacted the store manager stated that I need to go through a centralize customer service . Wait times with customer service are 45 minutes to 2 hours . I was able to file a damage complaint but now 16 days and I have not heard from anyone dispite sever calls to customer service assuring me I would be contacted in 24 hours. Now it appears the Travertine is out of sock and discontinued.

Is the worst service I've ever had, when you need help finding anything nobody is around and when you find someone is too busy on the phone to be bother by a customer, don't waste your time going to this store in Elizabeth NJ

Worst place to ever work at in human history. Let me share my personal experience working warehouse at Floor and Decor for 2.5 years: Women are paid $5-$6 less an hour then men. No breaks. No overtime pay. Management will actually go into their time system and edit anything an employee does to make it look like they took a lunch or something when they really didn't. If a coworker is being inappropriate you'll just have to put up with it because management doesn't care enough to fix it. On a meeting they made us work without pay and then went under investigation for that. They change your schedule in the same day as your working and don't tell you about it then when you come into work the next day you see your shift changed and get in trouble. Management gossips about everyone's personal information (medical records,health issues) with others which is wrong. Heavy lifting, driving forklifts, no hazard pay. Rude entitled customers act superior like Kardashians with money to spend. I was the only female in the warehouse I knew I did a great job everyday I worked very hard showing good leadership and it showed but every now and then management would tell me what a horrible job I am doing and that I shouldn't even be anywhere near a warehouse. How unbelievably rude and sexist... just don't work here.

Placed a $1500 order from the Paramus NJ store. The website says it will be ready the next day but to wait until there is a confirmation email to come. I wait a full day then call the store. Computer operator finally transfers me to the store and the phone just rings and no one answers. Same thing for three days in a row now. The website help uses a bot and it is impossible to get in touch with a human. This chain is a joke and will be out of business in three years.

We are remodeling our new house and our contractor recommended Floor and Decor for the hard wood floor we want to install. We visited one of the stores and indeed, their products are excelent in variety, affordability and quality. The things get complicated when you have to deal with their client service. You have to wait about 20-30 min for them to answer, then you can make a purchase on the phone, as we did, and all of that is OK, you can schedule, apparently, a delivery, they of course, charge you, and you hang up feeling good about it. Until next day, when the delivery company, that Floor and Decor hires, calls you and say that they will be delivering you the goods tomorrow, never mind you agreed with Floor and Decor client service guy, to have them in 2 weeks, and they will charge you storage fees otherwise. Hilarious, those guys. Then you call Floor and Decor again, 30 min waiting and the person answering says that they actually cannot guarantee a scheduled delivery (what?) and she doesn't know what their delivery department does (again, what?). So this is the dinamic of this saga, until the delivery day, when they just drop off your delicate hard wood floor literally on the street, because it's a curbside delivery only, and if you don't want it, they will take it back to Floor and Decor and you should call them, again, and try to figure that out... Bottom line, if you can, buy in the store. Period.

I went to the Gainesville Florida store and was met by a sales representative I asked if they were Veteran friendly they replied no. I then wanted the captain walk they did not have enough boxes for me and then I asked how long before they get more in. They want it to charge me shipping to get other boxes in I told the salesperson that you are about to lose $3500.00 . She smiled and said not really. I then walked out.