Floor & DecorReviews of flooranddecor.com

Muriel Meredith helped us select tile, thin set and grout. She was excellent. She calculated everything we needed and showed us various options. Natalie helped us when we actually bought the tile, grout and thin set. Again, she was excellent, helping us select the thin set and the grout. She arranged for delivery at a time that worked for us.

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.

I was in Floor & Decor the past weekend (either 4/2 or 4/3) and I was looking for a particular grout that I'd used before. This particular grout had a glitter to it. I saw an associate "Dallas" and she was amazing took me right to the various grouts and pointed out the 3D grout with the shimmer. I still wasn't sure of the color and so I went to the register and although it was 2 years ago, "Jayln" patiently looked through my orders until she found it. I was so excited. I gathered my tile and really couldn't decide and I stopped "Jowanna" and asked her opinion. She pointed out the patterns in the one tile and how it might have the tendency to compete with the backsplash that I had chosen. :Although I loved the backsplash and the particular flooring, she was right the two together were just going to be too much. The alternate pattern that I had she thought would work perfect. I was so excited for her assistance and when I got home I was even more convinced that she was right. "Jowanna also suggested that I not just take one piece of tile to try but a couple of pieces to get a better sense of what it would look like." I went to check out and was greeted with the most beautiful smile and welcome from "Jordan" It was just a really wonderful day. I love Floor & Decor and could spend all day in there if I had the time. I have investment properties and I have refinished all of them using the products from Floor & Decor.

My experience with Traycee Peeler was the best I called and spoke with her about the Problem I was having trying to get my money refunded to my account. She and I were on the phone for about 20 minutes she took down all the information and she said she would get back with me and she did everything was Corrected within an hour that is something I have been waiting for over a month no one else was able to help me but she was on point with everything I really appreciate her thank you thank you thank you.

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

Great selection in stock, excellent service and helpful staff. A few weeks ago, we purchased tile, grout, metal edging and stone shower sill from Floor and Decor. Riley provided outstanding guidance throughout the entire process from tile selection to making sure we had the grout, metal edging and sill, to helping us locate (the palette of our tile was in the back) and move/load the tile. Riley's friendly attitude, follow through and sense of humor made for an outstanding shopping experience! We found all the other employees friendly and helpful as well! Patty and Gregg

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!