Floor & Decor

I highly commend Kenny at the Elizabeth NJ store! I drove there from Long Island as they had a product that LI did not have (told me it was discontinued) which matches the wall tile I want to use for my bathroom. Kenny helped us load the floor AND the wall tile (24 cases=1200 lbs!!) onto 2 carts AND load up our SUV carefully balancing the load for our 100 mile trip home! To ship the floor times to my home would have cost me a few hundred dollars and would not have been checked or handled as well as Kenny did! It was Well Worth the trip to NJ and thank you Kenny as now I have all of my tiles safely here and ready to go!!!

The employees at the Arlington Heights store are fantastic! I made many trips - bought and returned tiles - looked for styles - they were always incredibly helpful, cheery and knowledgeable. They were not pushy, gave great advice and the store has a huge selection in store to view at very competitive prices. Can’t recommend enough!

Consumers please make sure to look for items like these at another store. I have been working on a faulty product claim since June. I have hired a consultant and lab to test the product. Floor and Decor Customer Claims provide a a faulty rebuttal and when the facts of the error were presented Amanda in Claims blamed the Supplier. This will show you the level of service you will be dealing with. We as consumers buy product for Floor and Decor, so if they have a supplier providing faulty products or data that is not our problem as the consumer. I was told Management would address this by Oct 30th. Well today is 11/13 and the Customer Claims team is not responding yet again. Nor have I heard to date from a Sr Employee who has the authority to settle this issue. Please shop at another company and save your time and money.

I can't say enough good about the Floor and Decor in Carson, California. The manager, Lonnie, goes above and beyond to help customers. After covid hit, I was unable to pick up an inexpensive item I needed to finish a bathroom and he personally had it driven over to my house! I have since gotten a lot of help from his store picking mable tile for a bathroom I am working on now. Maybe all stores are not the same but the one I go to is fantastic. I plan to buy the porcelain tile they have for my patio next.

lousy customer service. They sold us a rather unique tile but when it was laid there was a difference in the dye lots. they're telling me we should have done their QC work. Their own in-store sales person told us it's a definite problem. they kicked this over to their corporate office and now they say it's completely our problem, not theirs.

Floor and Decor has poor customer service and is poorly managed. I placed an order online. I arrived at the Floor and Decor store at about 5:30 PM yesterday after receiving an email from Floor and Decor stating that my order was available for curbside pick from 7 AM to 6 PM. Given current events (COVID-19), I also checked the website and confirmed curbside pick-up hours for the Alexandria location were 7 AM to 6 PM. When I arrived, the store was closed. I traveled about an hour to get to the store only to find out it was closed. The store hours should be updated in emails and on the website to provide customers correct information. Had I known the stored was closed before 6 PM, I would not have traveled an hour each way to get to the store. Now I will need to travel to the store again and hope its open. I took time off from work and will now need to take more time off. When I called the Floor and Decor help line, after waiting on the line for over an hour, they told me it is what it is and they cannot do anything about it. Floor and decor products may be okay, but don't do business with them - if you run into any issues it will be a nightmare.

Steve is the go to guy at Floor and Decor. Not only did he help us find the tile we needed but when we asked him his opinion on a few of the items and if he thought they would work well together he began to ask us a number of questions. We showed him some photos and then he proceeded to help us lay out our plan and found us some great options that complimented the main tile we had picked out. He was more than helpful. I felt like we had a tile expert along with our own personal decorator. Steve needs a big bonus! He is what great customer service is all about. While checking out, James, the manager came over and greeted us. We shared with him our great experience with Steve and how grateful we were to have Steve’s help. After all, we are about to not only spend a chunk of money but once the tile goes down we have to live with it a long time. We have always had great service and have purchased good products from Floor and Decor in the past, but today’s experience with Steve (and James) was amazing. Thanks guys. Appreciate the superior service and the much need help in making the right selections.

Outstanding customer service at the Countryside , Illinois, warehouse! This was my first time buying tile for the remodel of of 3 bathrooms in our home . Jorge educated me about the tile and measurement basics , calculated the number of tiles needed for each space , inspected all loose tiles & boxes , loaded my cart , helped me set up a Pro account , finalized the transaction , banded loose tiles and loaded my SUV . I’ve never had such completely thorough and professional service from a warehouse . His professionalism and customer care/ service was exemplary !! Family and friends have learned of the excellent service and quality offered by Floor and Decor - but it is a talented service professional who connects your company to the individual consumer looking for help and solutions . Thank you Jorge and staff members !!! Respectfully submitted by Yvonne Yelnick-Pickett

I applied for the Floor and Decor credit card online. My wife does is retired and I did not enter income for her. I received an email that said to wait two weeks to hear back. After two weeks I heard nothing - no mail, no email, no phone calls. I called and was told that since I had not filled in that field I was refused credit and would need to wait days. The contractor is already lined up. If you think you are going to use the Floor and Decor credit think again. You are totally a number and there is NO communication. They will leave you in the dark. Floor & Decor is very bad.

While remodeling a bathroom, I went back for additional tile and to save time, showed the Floor & Decor sales associate my receipt from Home Depot for grout with adhesive and asked if they had the same product. He chose a gallon bucket from the shelf and assured me it was the same thing. Upon opening it, we found IT WASN'T. When I tried to take it back, they refused to issue a refund. I did not go there and choose the product myself. Their sales associate made a mistake that cost me close to $50. I will definitely not be going back.

I am very disappointed in the lack of service and response from the Customer Care department. Obviously this is a misnomer since they do not care! I purchased luxury vinyl tile for most of the floor area in my house made by Nucor. It is prefabricated with grout seams. This was purchased and installed in February 2018, By July of 2018, the grout seams were breaking leaving gaps in the flooring. I completed the claim form and sent photos in August 2018 but have not been able to get any response. I believe the flooring product was defective and not that it is no longer being sold. I am extremely upset and dissatisfied with the lack of response.

Horrible quality control, even worse customer service. We are heartbroken to find that the first 30 boxes of Woodland Reserve Montpellier Oak (SKU 100411644) that we installed are a completely different shade and finish than the remaining 50 boxes we have waiting to be installed (see photo). All of the wood was purchased at the same time, and all boxes are labeled the same--with the exception of the manufactured date. The customer service representative I contacted by phone essentially told me "oh well," the wood comes in different shades, and there is no way of knowing what you will get. She offered no help or recommendations. Several employees within the store attempted to help us locate more of the shade we currently have glued down, but there was little that they could do. The best we were offered was a claim form to fill out and submit to the claims department. Almost two weeks have passed with no assistance. Our inability to complete our floor project means our family won't be able to move into our home by the holidays, and all of the time and money (Well over $16,000 on materials, plus countless hours of labor!) we spent installing the floor was wasted. Yet Floor and Decor has yet to accept responsibility or offer any meaningful assistance.