Floor & DecorReviews of flooranddecor.com

BUYER BEWARE. If you like being deceived, dealing with incompetent and unprofessional managers and supervisors and treated like your business doesn’t matter .... then the Danbury Floor & Decor store is the place to shop. My experience: I placed a “special order” on 3/31/21 at Floor & Decor in Danbury CT (71 boxes of NUCORE vinyl). I was told it may take up to 10 days to get my flooring. On 4/12/21, I called to see if flooring was delivered. After checking their computer, they sold the “special order” as an out the door purchase therefore the order was NEVER placed. I was livid but reordered bc my heart was set on this flooring and again told no longer than 10 days to be delivered. I received partial order (45 boxes) and was told my other 26 boxes would be delivered by Tuesday, April 20th. I hired the contractor who started installing my floor. I called on Wednesday, April 21st, to see if the 26 boxes came in and they told me yes. The contractor went to pick up the order and they COULDN’T find it. Please note BOTH orders were placed by Managers. It is now Friday, April 23rd and I STILL DO NOT have all my flooring to finish my project and they said well MAYBE it might be here Monday. The Managers and the Office Supervisor are very unprofessional. Here are SOME NOT ALL of their comments made to me: “well it was our first day” “Now what’s the problem” “I told you my name once” and “well she ordered discontinued flooring, I don’t even know if we can find anymore of it” (EXCUSE ME, YOU SOLD ME THIS—AT FULL PRICE!!! why would a store that just opened, sell discontinued flooring? As of yesterday, April 22nd, you were still selling this product!) Their claim of NUCORE vinyl being scratch resistant and durable is NOT true. The part of the floor that has been installed has several scratches on it. Lastly, my house is still unfinished ... all because F&D staff couldn’t figure out how to place an order or how to read a shipping document which has impacted me financially from missing days of work to countless hours of idle time paid to the contractors and workers (who are paid by the hour). If F&D staff had been upfront from the beginning and said the floor hasn’t come in yet instead of wasting everyone’s time, I would have been upset but at least I wouldn’t have incurred these extra charges. I give them one star because they will NOT give up the name of WHO to contact when you have a complaint against them. They give you the customer care number who directs you right back to the store you have the complaint against.

Quick summary: Worst customer service. Don’t bother ordering online because it’s a waste of time, they don’t fulfill it until you get there. Save yourself time and headache by going in the store and grabbing what you need. Customer service reps at the desk are rude and occupied on their phones don’t care about assisting customers. Here’s how my order experience was: I placed an order prior to 2pm for same day pick up. Upon calling the store to follow up on my order’s status because the initial invoice email specifies, “do not come to the store prior to receiving an email stating order is ready for pick up”, I was placed on hold for over an hour without the rep coming back to the phone. I used your website’s chat function, the chat rep also stated, “your order will be ready but don’t go to the store until receiving the second email.” The end of the day came, passed the store’s operating hours and no email. I called the store this morning and was told I could come in and ask for the order, upon arriving to customer pick up center, the representative said I will have to wait an hour for my order to be fulfilled. I inquired if there was an issue with my small order since it was set for pick up yesterday, she continued to speak over me saying that I had to show up to the store in order to get my online orders fulfilled, since I didn’t show up yesterday they did not fulfill my order. I explained that there were specific instructions sent in the email to not come in, she then proceeded to insult me, stating that, “well you’re wrong, we have it in stock and you could go back there get it yourself. Customers who show up will get their orders and ones who don’t you will have to wait.” I’m dissatisfied with the email instructions contracting in store procedure for pick up (especially during COVID times), the false advertisement floor and decor gives for same day pick up before 2pm, and the embarrassment and harassment of customer service in store. It was the most rude interaction and service exchange that was costly for a homeowner who wasted money on contractor times and to purchase from a company that doesn’t care about customers.

Whole house project, 2 pallets ordered and delivered with damages. They said they would give me credit and now they won't. REFUSE the whole shipment if there are any damages, which will put your project behind, but trust me you won't get any information from them after the drop, in your driveway. Don't open any boxes with any damage on them. I even tried to trade with them nope. $6k floor order and they won't return a call or email. ECO Forest Bamboo Urban Gray made in China, can't reach the manufacturer either, terrible!

I shopped at the Sarasota, Florida Floor and Decor and had wonderful experience with Mr. Donald Tucker. He took a great deal of time with me and showed me dozens of tile designs for my kitchen and lanai. I found a beautiful tile that is very lovely with unique styling that I am extremely happy to have in my house. I truly appreciate all his efforts and time spent with me, and he was very polite and friendly. Mary

Tried three times, without success, to place an order. Terrible website! Zero customer service available! Phoned the customer service number twice, each time a recorded message said to call back tomorrow. This was during business hours.

Went to the nearest floor and decor in Avon, MA 2 hours away to look at tiles . Found tiles we liked but associates were unable to locate the tile in the store. Unlike other retail stores they charged $150 to deliver from one store to another (39 sq ft of tile) so we located a store (Paramus NJ) that had several hundred in stock where a family member was going to be in the area for 3 weeks who offered to pick up for us. After calling the paramus store and trying every extension multiple times with no an answer on any extension, I finally ordered online and was told that the tiles could be picked up that day or the next. Ordered on april 7 2021. Perfect because our person was going to be there the next day. When they went there, however, they were informed that they (paramus floor and decor) had not accurately updated their inventory and had only a fraction of the tiles we had paid for. I called customer service and after 45 minutes was told that the remaining tiles we're on their way from another location and I would get an update via email the following monday (this was on a thursday) Monday came and no email so tuesday I called and again waited 30+ minutes to then be put on hold numerous times and eventually be told that the order that was arriving wasn't expected until mid may! After explaining that this wouldn't work they assured me that they would ship the tiles from a nearby store to be there by the next week. Now it is the 21st and I have just finished another 45 minute customer service call to find out that the tiles that were to arrive at paramus mid week (by today) for us to pick up haven't even left the other store yet and aren't expected to arrive until sometime in may!? I am fed up and disgusted with how this company treats their customers. They made a mistake and couldn't do a thing to remedy the situation. They could've offered to ship the tile to my home for all of the trouble they have caused me. I've wasted a lot of time dealing with these people and now I have to start looking for tile all over again while my project sits unfinished. Wish I could give 0 stars or less. Do not waste your time. I wouldn't even spend time writing this review except I hope to save others from having an utterly unpleasant experience with floor and decor.

Hi, I went to your store Thursday and I met a very kind woman who went above and beyond! She stayed with me the whole time and help me make a decision to purchase a vanity. I noticed she was limping a little, but she took her time, and this did not stop her she ask questions for me if she did not know! Her name is Roxanne!!! God bless you may you always be well!! I will refer others to the Moorestown store! Thank you Sincerely Wanda

Floor and Décor has amazing prices and selection. We specifically shopped for tile at the Paramus NJ location. The showroom has displays to show products on a larger scale. The design service (Sapphire) was extremely helpful to assist with narrowing down the wall and flooring for our bathroom. We always found the staff on the floor very eager to help and received exceptional service from Tyrone to find merchandise that was not on the shelf! He went above and beyond to make sure tile was set aside until I could drive down - excellent communication. I totally recommend this store, but would suggest avoiding weekends (the store get very busy).