Floor & DecorReviews of flooranddecor.com

Outstanding Customer Service: I had to best experience I've ever had with a Floor & Decor employee when Micah from the Barret Parkway location helped me complete my bathroom home remodel jobs. Micah displayed outstanding customer service and professionalism by helping me & my wife understand the remodel process and making sure we had and understood the entire remodel job. Micah had great knowledge and his expertise helped us make a difficult process very easy and personal. This has been one of the best cuistomer experiences that Ive ever encountered!

Donald Turner at the design desk was absolutely amazing. He was knowledgeable and patient. Best customer service ever.

In truth, I have not actually purchased anything from this company. Nor do I plan to. I ordered 3 sample tiles; I received 2 in the package, though the shipping info inside the package claimed they'd sent all three. Numerous attempts to phone, email or try chat have yielded absolutely nothing--no one answers the phone; it apparently takes them three days to answer an email and the online chat doesn't appear to work. I guess it's worth losing a few bucks to learn how atrocious customer service is prior to actually having spent a lot of money at this hideous establishment. Update 6/20/21: Never did get a response to the three emails I'd sent via their online form.

I should have read these reviews before this nightmare began, but I used floor decor decor before a few years ago, wasn’t so bad then at Orange park Store... boy have things changed.. I was really looking around for a TV crew to run out and say you’re being pranked. Employees attitudes are horrible at St. John’s Towncenter location ,, the whole process is unbelievably bad. Literally drove back forth between St John’s Towncenter store and Orange Park store trying to secure my flooring and other essential items ,, each store saying something different, they act as if there on different system or don’t understand the systems. it went from your order is in storage to be picked up at Orange park store which is 30 minutes away,, instead of floor decor delivering to store where I ordered. I had to move 77 boxes of flooring 30 minutes away. I’m frustrated and exhausted thinking about it again. Hope your experience is better.

THE MOST HORRIBLE & FRUSTRATING CUSTOMER EXPERIENCE I HAVE EVER HAD AT A RETAIL STORE! Staff does not care, are rude and don't know what they are doing. You get different information from each person you talk to. They never answer the phone and if they do they put you on hold and never pick up again. After much miscommunication about ordering and delivery of floor tiles we went to the Wayne NJ store and were there 2.5 hours trying to place our order. When we finally did we were told it should be in in a few days. We called the store, no one knew about the order. Went to the store in person. Another 1.5 hours wasted to find out the original salesperson never placed the order with the other store, but charged our credit card. We still do not have our floor tiles or a resolution. Our project is at a halt and so are the contractors and subs we are paying to complete our renovation. So far this floor has cost me about $3 grand more that what it is worth!

Trying to order tile from Floor & Decor has been one of the worst customer experiences I've ever had. I have dealt with the Jacksonville and Orlando stores. 1. The designer we met with we were never able to contact again. She didn't respond to emails and we never got through on the phone. 2. Calling the store is an exercise in futility. I have never had the phone answered on the first try, or in under 15 minutes. We've actually driven 45 minutes to Jacksonville because it's impossible to get results over the phone. 3. I ordered tile from Orlando because it wasn't available in Jacksonville. 3 weeks later it still hasn't even been shipped. 4 I've tried to get this resolved through customer care. I have never had the phone answered in less than 25 minutes, and each of the 3 calls I made for this issue took over one hour. And still no resolution. I was told 3 times the tile would be shipped that day and it hasn't happened. The order doesn't show up in my online account. Of course my credit card was charged immediately. 5.I canceled part of one order because it was something we could pick ourselves. The other tile is too heavy. I will never order anything from this company again. It has been nothing but one mistake after another. The customer service is the absolute worst.

They don't honor their warranties, give you the runaround, and make expensive mistakes that they don't correct. The one good thing I can say about F&D is that they have a great selection. We rehab houses so buy a lot of tile. 3 years ago, we bought 900 square feet of engineered hardwood - their top of the line brand with a 10 year warranty. It warped and scratched. Once you actually get someone there, their contractors they wanted to inspect to make sure it wasn't the installation, wanted to charge us several hundred dollars just to show up. The rest were no shows. They just run you around for a year or two hoping you'll go away. I didn't shop them for several years. Then I bought tile for a shower remodel, paid for the tile, and had my contractor pick it up. Guess what, it was the wrong color, and my contractor did the whole shower in the wrong color since I trusted them to pull the right product and color. They would not replace the tile with the correct color, nor the labor. Shop there, but if they make a mistake, or their products don't perform as warranted, never expect them to do anything about it.

I purchased 50 boxes of their NuCore Luxury flooring for $3,194 in Oct. 2020. Had it professionally installed. By April, the flooring was starting to warp or "cupping" and breaking apart. Big and little pieces began breaking off of the planks, the planks come apart and separate. You try and call their customer service department but no one EVER answers the phones! Try emailing their customer service department and no one responds. The only way to get a response is to email hte President, teh CEO an Senior level managers. Only then will they contact you. THEN they send their own "inspectors" out to look at the issue. Guess what the inspectors determine? Oh. it's not the flooring. What? These people are delusional, they will not honor their products warranty, will not respond to constant complaints. I don't see how they are still in business, absolutely the WORST company I have EVER had to deal with. RUN away from these stores!!