Floor & Decor

They will literally deduct up to 50% on returns if you don't have s receipt or is past 90 days. Stay away
12/25/23 there is a new policy in the story that is unprecedented, when you buy tiles in boxes or loose, you will only be allowed to return the item in the same way you purchased it. So if the box had 20, you will not be allowed to return the remaining pieces unless you purchased them individually. Same item, same price, but only returnable in the you buy it. Does not make sense at All.

On and about October 2023, I purchased a StudioDesign Sterling Savoie Natural 37 In Vanity with Marble Top was damaged with a very small chip on the marble top during packing/shipping. I informed the store in Coral Springs of my issue and it was suggested that I bring back the vanity or contact the vendor. For one thing, it two weeks to get the thing and now it's being prep for installation and they want me to return it, please. Overall, the staff at the Coral Springs Floor and Decor have been really quite friendly and helpful. It's not a very big chip but a "blemish" all the same. This is what's keeping me from giving them a 4 or a 5.

Our order was split. After assuring us it was all there. Except for one outstanding lady (Kristy at Ft Myers location, SHE GETS 5 STARS) we would have never gotten our paid for tile. Kristy understood the situation and stayed over her quit time to correct it. She should manage this store. To call this company after you place your order is impossible.

The products are ok. Customer service is awful. Does not matter what day or time you call, they are always experiencing high call volume and can not take your call. And what is the point of being a "Pro" member when you get the same crap service as everyone else.

Floor and Decor does not do regular payments for people not in the store.
They do NOT accept credit card payments over the phone.
They will send you an email link for payment.
You can (try) to pay by the email link, they send.
Which even if you get to work, is a pain in the@$$!
Super frustrating to work; this time it was their expiration for credit card dates did not scroll.
I was NOT able to pay for my order via their system.
I will NOT do business with Floor and Decor simply because they have been too frustrating to work with when it comes to simple check out payment methods.

I shopped at three different F & D stores within two week because lack of inventory of my items.
1) Novi, Mi- terrible customer service, that's a zero! 2) Sterling Heights, Mi, wish I remembered associate's name, Arbus? Lazy.
3) Mick at Ypsilanti, Mi was amazing! She asked if she could help me as I walked into the store. She walked to the items I needed, picked them out. We walked to the register to pay. The following week, she did a follow up phone call about my project.
She is the ONLY reason I am giving this company five stars. Good luck Mick in your future! You got it! I'm happy for you. Go see Mick for your design needs.

My wife and I bought a house in the area, and was working with a contractor on remodeling 4 baths rooms and a laundry room. Contractor made it seem like it was an easy task to just go get tile for our home. When my wife and I went to several tile shops, we could never get one on one with a specialist. We became very overwhelm with this, until we went to Flooring Decor in Algonquin, IL and met Donna. She was a God send. She listen to us and even ask for pictures of each room and ask us what we were looking for in a final completion. She listen and took so much time with us, and explain our options. She put several pattern together and then we all had direction. Donna, is a blessing to Flooring Decor. She extremely knowledgeable, patience, listen and incorporates what the customer what's. Donna is an asset to Floor and Decor. I big thank you, and these words aren't enough to say. Will provide pictures when jobs are complete.
Thanks again Donna

I recently purchased Shower floor tile at the location in Houston on 4330 Dacoma, and my Sales Associate
Ms. Chanelle was very professional and simply amazing. Furthermore, her product knowledge and store inventory was quite refreshing. She will be reason I continue to shop there. Thanks! For all help Chanelle.
Michael
Houston, Texas

We ordered tiles and received several boxes together that were fine. We ran into a problem when we needed one more box. We ordered the one box and it arrived with broken tiles. We ordered another and it arrived with broken tiles. We were dealing with the North Charleston SC location. We told the company about the problem and even though were paying over $100 for shipping they would not promise to get them to us without damage. Totally unacceptable! We received mirrors and delicate items in the mail from other sites and they are fine. I have never paid so much for shipping and had such disregard for the condition of how the items arrive.

This is for the Glendale and Tollefson stores. We had a bath remodel scheduled, we are snowbirds so we bought the tile with what measurements we gave the "advisor", basically replacing a tub and surround with walk in show same footprint. We asked about returns as the contractor said he wouldn't be able to get to it till summer or fall.
Well he did it in December, we returned to AZ in Jan and I called up the store and all they would say, was 90 days, bad on me for believing them, when asked about why their measurements were so off, no answer.
Their prices were more inexpensive, but I would go to a local tile shop for this, rather than the poor customer service.
If I would have been told up front about 90 day return I would have went elsewhere.

Not very happy

I'm not quite sure how anyone can say negative things about Floor & Decor in Plano TX. We have used them for all 4 of our homes that we purchased and sold. Our Design Consultant, Karen Justiss, is nothing short of extraordinary! She is pleasant, knowledgeable of all F&D products, makes beautiful recommendations that have paid off tremendously! We will continue to tell our friends and family about the outstanding customer service we've received in this store. Kudos to Ms. Justiss again!

Asked the salesman what floor they recommend for a power chair because my wife has MS. We were instructed that the LVT was for sure the way to go. So we bought 5k worth of flooring and had it installed. The floor started breaking within 3 weeks at the seams. The store managers were Zero help. Finally found who to talk to at corporate. They had floor inspector come who said the floor should have never been used with chair. Denied any refund or discount. No legitimate reason just zero help after putting in what they told me to buy.

Never ever buy anything from this TERRIBLE CO. Waiting over 3 weeks for delivery. Called customer service for weeks No response, no answer, phone just rings. Finally after 3 weeks spoke with Brooklyn. Stay far away., Company will take your money, but no delivery, no customer service Brooklyn was very helpful

We bought flooring for an entire 2 bed/2 bath condo. Liz in the Pembroke Pines store was very knowledgeable, and professional. She is amazing! 5 Stars for her! Would highly recommend her. Unfortunately, the delivery experience was a nightmare. We don't live at the condo. We waited all day, called several times, waited for 10/30 minutes on hold, each time. Never giving us a time. Finally, at 4 in the afternoon, my husband called again and was told they would be there in 45 minutes. Didn't show up until 6:00, stayed in the truck because there was light rain. The driver would not put flooring in the garage. Left it in the driveway. The driver had a very poor attitude and complained the entire time about how much work he had to do. His name is Leandro Garcia. I would strongly suggest you all change this delivery company. I would not recommend anyone have the material delivered. The entire experience was a total nightmare!

They do not honor their warranty. Nucore performance 100% waterproof luxury Vinyl planks. Warranty claim was denied due to moisture detected on the panel. 1800sqft of flooring began failing after 6 months. The whole house developed issues with the joints breaking. Flooring inspector found moisture in one of the areas riddle with broken joints and used the moisture as grounds to deny the entire claim.

Advertised as 100% waterproof, not affected by moisture or humidity. But they will find Any and All reasons not to warranty the product. This product is extremely vulnerable to moisture and humidity. Do Not use the recommended Sentry underlayment. While it's listed as supported in the warranty, it's my belief that it causes the issues I'm describing. There are multiple complaints out there with similar stories.

Shop elsewhere for your flooring needs. Do better researching than I did

Nobody cares about you, you have to help yourself, I was planning to buy 1200 SF. Of tile no sales persons. Around, when I selected the tile I wanted, they don't have enough quantity on stock but have some in Naples but I have to pay for delivery from naples to the store in Fort Myers.
Absolutely no recommend this store.
Don't waste your time visiting this store.

I've owned retail business's for the past 35 years and one thing you can't buy or find in people is customer service but the Everett location knocks that out of the park with an employee named Spencer she is a gift to your business. I'm looking for a product it turns out you don't have but Spencer did everything she could to help me, i told her I'd send photos she said while I do that she would do some research so I said great, called her the next morning she stood by her word and responded as she promised. In this day and age it's almost impossible to find an employee who will show up on time look decent leaves personal issues at the door along with a cell phone, It is IMPOSSIBLE to find an employee who puts your company first who represents you with pride has a positive attitude and is willing to help. Spencer totally blows all of it out of the water and is not replaceable. I'd love to have an employee of her caliber you are so fortunate. I live in Eastern Wa. But I will do all I can to send you business because of Spencer. God only made a few to standout and she is the cream of that crop. Thank you for having someone like her please please recognize her for what she brings to your company she is a gem. I know the only time people review or call is to complain but when you have someone like her I have to stop take the time so you know I hope corporate knows and that you let her know.
Happy New Years Karl Word

Tom in the tile dept of the Roswell store was so helpful and had such a great attitude. Hard worker and so polite. He helped us get everything we needed to design a new shower stall. He was very patient while we made our choices and helped us make decisions. Floor and Decor is blessed to have him working in their store.

I had spent over $8000 in their store. Had to return unused product. They shove you into their "returns cattleshoot" and you end up talking (or they just nonstop keep droning on and on about "their" return policy with people that barely speak English) without any concern about your concerns. They kept running on and on about "their" ninety day return policy. I broke my neck and had no way to return the unused product. They are fine with taking your money, but horrible with support. Another Chinese company I smell, just like Ebay and Amazon dumping products with NO support what so ever.