Floor & DecorReviews of flooranddecor.com

Carmen at the Paramus NJ store was very helpful to us both times that we visited the store! She helped us with finding supplies for our bathroom, which is being completely redone.

I have had a total of 3 online orders with Floor and Decor and had issues with all 3. The first order I had an item that wasn't at the store I requested pickup from, so they had to get it from another store. For some reason I was charged $140 in shipping fees for this item. When I called the store they told me they couldn't help me out and I had to call the 1-800-number. When I called the 1-800-number it was determined that they were shipping the item that was on backorder from a store that did not carry it. If I didn't call, I would have been SOL. My second order I scheduled a pickup for the next day. I was never notified on the day of pickup and went to the store the following day and purchased one of the items I requested. The other items I requested were all broken in pieces. I had to go to a totally different store and get those items. My third order I also scheduled for pickup the next day. Again that day came and went and I received no contact from Floor and Decor. I called the store and the item I requested was not available, even though it said it was available when I ordered. Fortunately another store did carry it, but I had to travel an hour and a half out of my way to get it. The worst part in all of these instances is that I had to contact the 1-800-number. Every time I contacted them it took at least 45 minutes on hold before I got connected to anyone. They were able to help me out each time, but that 1-800-number is a complete joke. And the communication between the store, the 1-800-number, and myself is a complete mess. The customer should not have to be so proactive to resolve any issues that arise. If I never called the 1-800-number I might still be waiting on all of my orders. That is not how a company should work. I really hope I never have to get something from Floor and Decor ever again (or I better hope they have what I need in my local store), because the whole process is ridiculous and frustrating.

I have ordered from Floor and Decor before with little issues. This time though will be the last time I shop with them. I placed an order for same-day pick up. Corporate policy is the pick up will be ready in two hours. I called the store to inquire why my order was not ready. I was told that the website is wrong and they don’t offer same-day pick up. Then when I asked to speak to a manager I was told you don’t need to speak to a manager and I was hung up on. I then called their corporate office and had to wait on hold for 50 minutes before speaking with someone. When I finally did get someone they explain to me the 2 hour policy and said they would send an internal email. And to go to the store and pick up my items. Once I got to the store I let them know of this internal email and they claim they never received it. And then once again asked to speak to a manager and the gentleman I was interacting with said he was the manager. This gentleman seemed very clueless and very hostile during our interaction. I then asked I’d to speak to someone above him and he then proceeded to tell me that the manager was on vacation. He also told me that once again corporate was wrong and that’s not their policy. Floor and decor in Paramus needs major help. The entire staff is rude, the management team is barely existent, and every single person in the store looked angry and was in some sort of conflict with an employee. Those who weren’t having negative interactions with customers were walking around aimlessly. I will never shop in that location ever again. I will be finding a new business for my flooring and tile needs.

We had a great experience at the Orlando store #246 purchasing the entire new floor for our house. Victoria Gallego help us with the decoration details and she complete the order for us. It was a relief having her opinion on the last minute difficult decisions. Thank you so much Vicky!!!

No customer service at all, customer service phone does not work, people at store hang up on you ,Thay said order is ready to pick up, when you go to pick up it take hours to find, and finely your order is not ready,worst place to deal with store people

The Design Consultants at the Roswell GA store are worthless. No training or background in interior design. The head design consultant that I worked with was incompetent.

We purchased 800 sq ft of tile and was told to go to another store to pick it up. Checked in at the second store and was told 15 mins. Then after waiting for an hour was approached and told an additional 1-2 hours before my tile would be ready. What a joke. Would not recommend to anybody ever!!!

I was looking to replace some damaged floor and was unable to find the size after days of looking. I sent an email to Floor and Decor with no response. I then called the Bridgeport CT. store and spoke with a man who said they had "many many tiles in the shape and size I wanted". I took the almost 40 minute drive the next day, walked the whole store and to my surprise, there weren't ANY of the tile size I needed. When I told a sales girl what happened, she said oh? And showed me tiles that were not the right size. I went with measuring tape in hand. She then disappeared along with everyone else. I was like ....where is everyone going. No offer of suggestions or further help.