Floor & DecorReviews of flooranddecor.com

Ordered 10 boxes of tile online based on tiles being in store and available for pick-up. Even after confirmation, I get there and find out the tiles are not there. A company that does not keep their online inventory matched to the actual inventory doesn't rate well

****BUYER BEWARE*** Very misleading and dishonest return policy. For returns after 90 days or without a receipt, we may provide a refund at our discretion and at the last lowest price for the item... All returns are subject to verification system approval." First off, sales person said it would not be a problem, after 90 days as long as I had my receipt and the store manager approved. My order was $5,796.55 requested a return of $516.29 which is less than the 10% they pushed and convinced me to purchase. In reality it was way less than 10%, but not the point. The verification system is a third party, who the cashier stated that they never approve returns after 90 days or over $250. The rude woman from verification stated the store has a firm policy of not accepting returns after 90 days. Finally, the part of lowest listed price, I think they use their employee pricing or wholesale pricing, because all of my products have gone up in price and the store price was never lower than what I purchased at. their calculation that was sent to the verification company was for 33% less than my purchase price, and they even denied that. They claimed I had too many returns in the last 90 days. I had never returned anything to them. Steer clear of these criminals. It is easy to say some of their products are nice but so are most of the products at other stores.

There is a major cultural issue with this company. They seem to be anti-customer and are big fans of passing the buck and refusing to fix their own mistakes. They lost my order and didn’t even look for it before I came asking questions after 6 weeks. Over the course of 3 conversations, I got 3 wildly different stories. It turns out my merchandise was just languishing in the stockroom at my local store, and they were taking no action to get it to me or even let me know it was there. I ended up reaching agreement with the company to pick up my items in-person as long as they could refund me for a large home delivery charge I had paid. They agreed, then made an accounting error they refused to correct so I was not refunded the full amount promised. No matter how many times it reached out and provided documentation, I continued to be told that, no I wouldn’t receive my full refund, that the entire thing was my fault, and that they would not do anything for me. I tried every avenue I could find including reporting this to their ethics hotline because I wanted to believe that what I was experiencing from the front line customer service was not the way this company intended to operate. It actually is. The response to that report confirmed that the entire company’s approach the customer service is to provide none and to politely tell people to buzz off. Once they have your money, they do not care if you ever even get to the products or services that you have paid for.

Placed an order and was told 7-10 days it should be in and I would be emailed. 19 days later and no email. Worse, only automated phone system that has been telling me for 9 days that my order is being processed. I have to drive 45 minutes to the Sarasota store just to speak to a human? Really?

Pedro sales "person" very rude and unkind I HAD TO LOAD 17 TILE BOXES BY MYSELF IN THE SHOPPING CART!!!!!!! I know that I have to load them in my truck..... BUT INSIDE THE STORE ,YOU ARE SUPPOSED TO HELP ME...... HORRIBLE SERVICE..

This was my third trip to the West Hartford store. Each time I’ve visited I’ve been greeted at the door by a very pleasant employee. I’ve been assisted on each visit by friendly and helpful staff. I’ve been pleased with the quality and selection of tile. I would (and have) recommend this store to friends. BTW it is an hour drive each way from my home, but I consider it worth the trip.

went to the floor and decor on columbus and dale mabry. met with kelly shabott. she was amazing. really did a wonderful job helping us pick out tile, etc. Made shopping there very easy!

Very disappointed. Only these lowest quality vinyl floors are in stock. If you want any engineered wood floor or hardwood floor with good quality, they are never in stock. I waited for more than 3 weeks and still haven't got my sample. Since my project is going to be delayed, I ordered multiple boxes of wood floors before I see my sample. Then they are still shipped very slow. No one answer the phone on the customer service. Feel like I'm trapped. No money back, and no product received.