Floor & DecorReviews of flooranddecor.com

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.

I visited the West Broad/Glenside location today. I received quality customer service and advice from both my sales professional, Ben Johnson, as well as the store manager, Ran, who was working the sales floor. I had checked our two largest box home improvement stores in Midlothian, only to find limited selection and zero customer service. Not a good combination. Floor and Decor is a wonderland of choices, coupled with personable sales staff who go the extra mile to be certain that the customer has considered all purchase options. I was thoroughly impressed. This experience was definitely worth time and money. Thank you Ben & Ran. Ed Southern Midlothian, Virginia

Purchased approx 120/sq ft of Frenchwood Larch porcelain matte Brown wood-look tile planks for kitchen remodel. All total approx $900. Tile was installed in Nov 2020. After months of cleaning up construction debris/dust I began to notice every time I washed the floor this Brown color would appear on the mop pad, it didn’t matter if I had washed the floor twice before or just spot cleaned. I only use filtered or distilled water. On my hands and knees with a white towel I could see up close the Brown wood-look color literally lifting off.The pattern that gave the floor the wood-look & brown color was disappearing. After a month of trying to reach the “No Customer Service” I filed a claim submitted pictures of before (when tile was first installed)& after plus a video of the Brown color lifting off on a white towel. The claims person via phone tried to convince me the brown color on the towel in the video/pictures was the grout lifting. The grout is Charcoal. There was no charcoal color on the towel only Brown. Fast forward to F&D sending out an “Independent Floor Inspector “ at their request. Upon moving the refrigerator you could clearly see the undeniably difference in the color from the rest of the floor. It was like you were looking at 2 different floors. The report stated : the inspector found no manufacturer defects, the discoloration was due to maintenance related issues (The only maintenance was washing my floor with water.) and the “color transfer”was “soil” ( so my floor was dirty too) And to make matters worse this floor has been discontinued. As others have stated,I thought I was being pranked too by this ridiculous report. Since then I was informed I could hire my own independent inspector @ a whooping cost of $475. I checked…(just about the same price of the tile). This business does not care about the product they sell. It will cost you more to try to rectify the situation. Buyer Beware!

We had a major customer service issue. The store manager went the extra mile, called me on my cell phone, met us at the store, fully resolved the problem, and gave us a very genuine apology for the problem. What could have ended very badly became a non issue and actually improved our impression of the store overall. Good management!