Floor & DecorReviews of flooranddecor.com

I worked with SashaLee at the Dallas store and was very impressed by her professionalism and how she helped me. She was patient and did research to provide me the answers I needed to place my order. It is people like her that make me go back to floor and decor and I specifically look to work with the same person again & again as the follow through is impeccable by her.

Worst customer service, I bought 2300 sqf. Porcelain floor with them. First I wait for almost 45 min. before a employee show up for help me, second in the web site show like they have plenty tiles for cover my need when I be at the store 15 min. later they don't have the amount the web site show. Third takes almost 3 days for get my order ready for delivery. Fourth I set a date for pick up paid a delivery guy for pick my order when he went they said don't have any delivery with the order # for that day, that cost $275 is not after 5 day I don't get my tiles. That without the issue they have with the phones nobody answer the calls. My excellent experience was in Orlando. Florida Store.

if you order online you are in trouble. I ordered 10 boxes of porcelain tile and 10 of the boxes arrived broken. I've been trying to contact them for 6 days now, and I spend over 3 hours on the phone and no one cares...

Wow. $13,600 paid for flooring - what a mess. Where do I start? Ordered online, payment accepted. No order number received, no email sent to me to confirm. No answer when you try to call the store (Riviera Beach, FL). I've called 5 times now (Aug 2021) - no answer. I've tried to chat online - no agents available (8-30-21). I've tried to check the order. On the main site, it shows "not found", on the chat function it shows "complete". No email or call received that is was complete. Really?

Floor and Decor has the worst customer service I have ever seen! Ordered product for our wood floor, we told them the deadline we had, the sales rep assured us we would have the product in plenty of time. Called the store in Woodbridge, VA where we ordered it from just to be passed from person to person when asking for a manager. Each time we called, we were put on hold and assured someone would be right with us, many times this resulted in, let me take a message the guy you want is on his break. Other times, we were just put on hold for 45-min to a hour each time just to be hung up on with no resolution. We took a few trips into the store to check the status of the order to be told its not here its still on back order. We also emailed the "Customer Care" inbox and were told we would hear back withing 3-4 business days, well still no word form them either after two separate emails. This has gone on for two months and we finally made another trip to the store just to be told the same thing. Well we addressed this situation with the on duty manager as he was taking down our information and assured us it is out of their control. When we kept pressing the issue for him to check the system to look at the status, he told us that is only something that the corporate office can do. The manager assured us if they had received it, we would have been notified. We were referred to a cashier just to "humor" us to look up the order to find out the product had been sitting in their warehouse for ten days!!! No phone call to tell us it was finally in, nothing! Well, we went back to the manager who was positive we would have received a call just to inform him how long it had been sitting in their warehouse and no calls, no emails, nothing had been done. He took all of our information and promised this issue would be addressed with his staff and they would do something in return for us and we would hear back from them, still no word from corporate or that direct store. With the money we have spent with this store prior to this project, this kind of treatment is ridiculous! If you can avoid using Floor and Decor, please save yourself the headache and DON'T. We will be taking our business elsewhere.

I ordered 3,000 SF of floor tile. Came from one store in CT. The floor tile alone was $11k. I paid for liftgate service. The company that was responsible for delivery would not deliver unless I rented a forklift to lift the pallets off the truck. The delivery was $1k. Not only did the driver have nerve enough to joke that the lifegate was broken Which cost another $500 to my pocket for the day to rent the forklift. While I was on the phone with the PRO the driver was refusing to take back the tile that they broke in transit. That was another issue to the customer service rep. Their PRO told me to refuse the delivery of that pallet. I know it didn't obviously didn't leave the store broken. In further conversation the PRO desk at the store could not help me at all. First they were confused about what was sent to me as they were 4 foot x 4 foot tiles and I didn't realize that there were two tiles to the box but then again neither could the store manager tell me that. So my first confusion was that my whole order didn't arrive. They sent me to customer service. I have waited for hours on hold trying to get back to the woman that called me the first day. Lo and behold out of what I kept there was another 30 tiles that were broken. 3 weeks of emails back and forth with the customer service rep. The photos I sent weren't enough to support what was broken. There are only two tiles in the box. So if one tile is shattered the other is shattered but that logical explanation is not good enough for the rep handling my problem. Still no resolution to the replacement tiles. No refund. I am on hold as I write this review.

Unless you can take it with you do not use floor and décor. I had a patio and front stair project. My contractor suggested floor and décor. Only part of the travertine I selected was available from my local store. So it had to be ordered from 3 different stores with 3 separate delivery charges. I asked why it could not be sent to one store and then delivered. They claimed each store was a separate franchise and it could not be done. The last delivery came badly damaged (at least 80% broken). I contacted the store manager stated that I need to go through a centralize customer service . Wait times with customer service are 45 minutes to 2 hours . I was able to file a damage complaint but now 16 days and I have not heard from anyone dispite sever calls to customer service assuring me I would be contacted in 24 hours. Now it appears the Travertine is out of sock and discontinued.

Is the worst service I've ever had, when you need help finding anything nobody is around and when you find someone is too busy on the phone to be bother by a customer, don't waste your time going to this store in Elizabeth NJ