Floor & Decor

UPDATE: 06/​13/​2016
Please see my original review on 05/​16/​2016 regarding the saga leading up to this point…
Just as I feared would happen, F&D managed to biff up our order. On the date of the original post (05/​16/​2016) my boyfriend called F&D to check on our order. At that time he was told 5 – 7 days. Low and behold, my boyfriend called back 05/​30/​2016 and the young man who answered the phone’s response was: «ahh…it’ll be here by June 12^th.» No mention of their previous promise to deliver within 5 – 7 days.
Today (06/​13/​2016), we still had not heard from F&D regarding our order and I figured an in-​person conversation was warranted. I went to the store after work and advised the young woman at the front computer I was here to pick up a special order, which was to arrive on 06/​12/​2016 and we had not received any phone calls. As she typed away on the computer I could feel my blood pressure rising, and when she mumbled, «it looks like we have two in-​stock» I began steeling myself for the coming conversation with the store manager. Because we ordered three pieces, NOT TWO. She disappeared to the back warehouse for 12 minutes and I nearly keeled over when she returned with our order.
I took the pieces and loaded them in my car when I noticed a piece of paper attached. On a whim, I looked it over and it was a date/​time stamped printout stating the order had arrived and the printout was PRINTED on 06/​03/​2016 @ 8:19 PM. So, not only did our order arrive a week and a half ago, the store NEVER called us, even though at the bottom of the printout was a section labeled «notification.» In that category it stated my boyfriend was notified via phone. No, yah didn’t.
Our household is unequivocally DONE with F&D. Their ineptitude delayed our basement production by two months, while we waited time and time again for this ridiculous special order. And in the interim, we were able to order four doors from Home Depot (two of which were custom) and Home Depot managed to fulfill our order in the promised time frame, with no issues.
I would say F&D should take note of the exceptional customer service their competitors provide, by they already know they’ve got shoddy service and apparently, they don’t care.
Save yourself the wasted time, the headache and hassle of going to this store. While you might pay more at other big name stores like Lowe’s and Home Depot, you can rest assured your experience at those places will be much smoother and less stressful.

For an order I placed 1 ½ weeks ago, I called yesterday to schedule the pick up of the tile on Friday for an installation next week. I received a call this morning from an employee at the store telling me that the tile I ordered (and paid in full) is discontinued and no longer available. This impacts the entire project schedule. I understand that mistakes happen and that they might not have known at the time I ordered it, but they should have pulled the order or at least understood that they couldn’t fulfill it right after the order was placed. There are some good people working there but also some very clueless, poorly trained people. Frustrating.

For the most part I like Floor & Décor, but they recommended a contractor named Zack Neff (Timeless Tile) and he isn’t qualified to be a professional tile installer.
Floor & Décor needs to ensure they are referring competent installers.

THE worst customer service I have ever experienced from the Managers on down. Countless trips and phone calls and every time I had a different answer or simply an «Ummm, I don’t know». I was told a tile I bought was discontinued, then was told the next week by a manager it was a new line. Calling to wait on hold for 10 – 15 minutes each time to ask about my orders and every time the answer was vague. No phone call when my order came in AND they put it out on the shelf to sell. Cheaper prices than most places but NOT worth the hassle. If its not in the store then don’t expect it to show up for over 2 weeks and don’t expect a phone call when it arrives. Oh don’t forget to check each piece as many they tried to sell me where cracked/​damaged. And please for the love of god fire Dale! guy is a complete idiot and working at night doesn’t help him learn… still 5 people deep at the register at 8:30pm. Management is a joke and I dealt with 3 of them.

It is really overwhelming when you walk into the store as we’d never done this before. The selection of different options is incredible! After wandering around for a while we were able to work with Kam Smallwood (one of their complementary designers on staff). Kam was awesome at giving us some initial ideas as to where to start and then worked with us to design an incredible spare bathroom in our basement. I really appreciated Kam’s honest feedback about my wife and my ideas but she also let us do the creating. Without her being there, I don’t think I would have had the same experience. With Kam it’s a 5 star place. If you are new at this like we were and didn’t have Kam, It would have been a 2 star experience.

We found ourselves having to remodel a guest bathroom with no time for design research. I wasn’t happy about having to make tile decisions overnight, so you cannot imagine how refreshing it was within minutes of entering to meet Sam who was polite and attentive even though my questions were vague. Sam sensed my design dilemma and the next thing I knew, he summoned Patty to help. Patty gave me approximately 4 hours of free design help during two visits and drew up a plan for my installer! I couldn’t be happier and Patty turned my dread into a fabulously creative experience! Thanks Patty!
The staff who loaded my car were great too!

At first when I went in I was frustrated with how busy it was and how all the employees were all tied up, but then I met Sam. Sam was in the back working hard and despite my bad attitude he was very kind to me and quick to help. He went above and beyond to help me and led me in the right direction, he even accepted my apology for being rude initially. Sorry again Sam and thanks for your hard work, you were great!
Jordan

**Highly Recommend Larry Filmore @ Floor & Décor!!**
We were leery about going in, because of previous reviews, but so glad we did.
We are in the process of changing from carpet to wood flooring and have been to a few different places to look at floors.
Larry greeted us and asked if we had any questions; we had a ton, since none if the other places were very helpful! He took the time to explain the differences between laminate, bamboo, engineered hardwood and hardwood; he also talked about AquaGuard.
AquaGuard is the only product from the above list that is completely water resistance, you can clean it with water, liquid can spill and it won’t ruin the floors. Bonus… it’s a lot cheaper than the other products we talked about and it only takes 24 hours to acculturate to your home vs. 4 – 6 weeks with the other products.
Because of Larry’s help, we will be purchasing AquaGuard flooring. While talking to Larry, we learned he’s very involved with the community and working with children.
Go see Larry, he’s A+++ in our book!

I will never purchase from this store again. There has been multiple mistakes for our order of flooring and no one has been able to even tell me when my order will be coming in and it was placed over a month ago. Most of the staff doesn’t care and are not knowledgeable about the products. Please, purchase somewhere else and save your money, time, and sanity.

I was leery after seeing the low reviews, but after going to another tile store, my mind was eased. No, Floor and Décor isn’t a fancy showroom. It is a warehouse, so yes it is «dirty,» You can go in and walk out with your tile! They have an extensive selection. The tiles were easily marked with prices and 1 – 3 dollars cheaper per sqft than the other tile store. When I went in to purchase some sample tiles, I was quickly greeted by «Larry,» who was very sweet and helpful. When I came back to purchase, Larry greeted me again and then I was helped by a polite «Jared.» He helped with tile boxes, picking out all the rest of my supplies, putting everything on a pallet, and loading it in my truck. I was also told about a tile class (this is my first project). I took the tile class instructed by «Ross.» He was very informative and encouraging. He also stated if we had any problems or questions to call to talk to him. My only problem noted, they did seem a little short on the registers. As I was checking out, and the line was starting to mount, there was only one cashier open. Another associate was up at a register, but assisting on a call. When that call was over, they did not seem to offer to try to get other people through the registers. Otherwise, my experience was a very good one!

Good prices — decent selection
Very unorganized
Terrible customer service –
Staff is rude & unfriendly and can care less if you buy or not

Yuck. I came here to browse and possibly get some ideas/​find some options for a big remodel/​addition. Granted, the day before I had been to my subcontractor’s impeccable showroom and to the Stone Collection (countertops, not flooring), but this place was off-​putting. Dirty. Inventory stacked on pallets in the aisles that I had to squeeze around. A lot of variation on shades of brown. Absolutely nothing in their tile selection that I would want in my house. Might be better if you’re looking for wood or laminate (subcontractor is matching existing wood so not something I was picking out) or if you want brown/​beige tile.

Other reviews are spot on. Solid selection and prices but terrible customer service. You can walk around for an hour without an employee looking your way. When you stand around at the desk and wait around for help, employees treat you like you’re a nuisance. Check out process is long, as is waiting at the loading dock in the back. Store is somewhat of a mess, with tiles, carts, etc. all over the place. It can be hard to get around. When you’re looking for a cart yourself, it’s also hard to find. We asked an employee where to find carts and she said there are usually some rolling around outside of the store. (There’s no central place to even locate them.) Seems like some organization (of store resources and human resources) is needed to make this place a more efficient, pleasant place to shop.
UPDATE: After posting this review, I was contacted by the new manager. It sounds like this store is going through a management transition, and efforts are being made to improve staffing and the overall experience for customers. I am definitely open to giving it another shot in the future, as like I said before, the selection and prices were pretty good.

I came here because this is the only place that fit my budget and had items that I liked. Still I was so confused about my backsplash. Finally picked something out but wasn’t 100% sure. Thank goodness Jennifer came to my rescue and helped me make some additions to my choice for a beautiful transition from the countertop to the cabinets. Definitely look for Jennifer! And love the fact you can buy samples, and extra and then return.

It’s a good place to shop much better deals than Home Depot or lowes. BUT I like the wheat ridge one better. Bigger selection and less snooty rude customers.

I saw a product I was interested in that was located on the clearance section. No sign or price to mark the product. It sat next to clearance per piece items as well as bulk buy for one price items. I was told one price on a Friday night (no sign). Went back to buy on Saturday and was told I needed to speak you manager to purchase almost the entire lot. Still no signage 24 hours later but was told it was 30% off. Wanted to speak to a manager to see if I could buy what I needed. Tile Manager came and told me it was 10% off. I told him there was no signage and I had already been told it was 30% off twice now. He said he would honor the discount but that I had to buy the entire lot to get the discount. I explained to him there was no signage that indicates its s lot buy to get the discount. Keep in mind this is after I was quoted two different discounts three seperate times.
Manager told me I could not swap out scratched pieces. No returns. Floor & Décor zip tied loose pieces together. I have no idea what kind of pieces are on those packs they created, can’t, exchange any pieces they clumped together and to get the discount I need to purchase more than I need. Not sure the discount was worth it. Manager didn’t want to work with me on quantities even though his own department lacked the proper signage. He was reluctant to provide the managers name, and flat out didn’t give me the district manager name.
This store lost out on a small sale tonight, but they lost out on a bigger sale down the road with grout, tools, and a saw for this project. Lack of good customer service will keep me from purchasing product for a larger wood flooring project I have coming down the road. Customer service is vital for any organizaion I choose to spend my money with. Many of the one star reviews tell a story/​history of weak customer service in this store. Spend your money in as store that cares your there. It’s not floor and décor. I’ve had great experiences with lumber liquidators in the past for hard woods.

If there was a tile made — this place has it.
I’m always impressed with the selection and often times find myself trying to think of how I might incorporate a cool tile in my house. The prices are very comparable to other tile stores and cheaper than the big box competition.
The service is usually pretty darn good (with a few exceptions).
I highly recommend and encourage you to check it out — even if you are not int he market for new tile —- because you might chnage your mind.

It’s true, they have a TON of tile. Much better selection here than at Home Depot or Lowes. There are aisles and aisles and aisles of tile samples, so hopefully you’ll find what you’re looking for. Unfortunately, I didn’t, and in the whole time I was wandering around the store, the employees didn’t even greet me let alone check to see if I needed assistance. Oh well.

Went here to pick up some laminate for my fixer upper. I don’t know about all the other reviews but when I walked in I found employee Dave. Dave helped me get all of my laminate, under lament, and rounded edges. Maybe I just have that «oh gosh this girls needs help» look. Even though Dave was nice some of the others did seem a bit haggard.
However I got some laminate, under lament and rounded edges for $ 250.00. They seem to have a good selection on tile and all types of flooring. There were no long lines when I went and I went on a hot Saturday which should be the day everyone is at a home improvement store.
I will update this review and tell you how things go in case I need to return anything from what I purchased today.

This shop was recommended to us by the contractor who is finishing our basement. We really enjoyed shopping here and picking out our tile.
We ran around with one of our cabinet doors in hand (yes, we picked our cabinet first, long story) and tried it out with all the tiles. We carried pieces of tile back and fourth until we found the combinations we were looking for. And lucky for us, the tiles we picked for flooring were on closeout, so we got an awesome deal.
When we went to the register with our samples, the saleslady wrote the SKU numbers on the back for us so our contractor could find them. She was very nice and helpful.
We ended up with porcelain tile for the floors and shower walls, and glass mosaic tiles for accent pieces. They also have a large selection of granite, marble, travertine, medallions and all the things you would need to do install.