Floor & Decor

I was already persuaded with the price, I had done my research and the prices this store offered were unbeatable. The products were excellent, I was not compromising the quality of any products just because the prices were low. I got my kitchen and flooring from them and am truly satisfied. When I went to purchase my products, we had some problems due to small misunderstandings, but the manager, Daniel was more than happy to help us out. That day seemed like I was running into problems after problems, renovating a first home is not easy. But, Daniel made sure everything was sorted out, and I was completely 100% satisfied before I left. Will definitely come back again for future projects.

Order was placed, went there, when the site said it would be ready by 2 p.m. that day, they couldn’t find it (3^rd time this has happened there!). Wasted a total with both orders, now well over 10 hours dealing w/​this company… Order was to be drop shipped on Fri ⁵⁄₂₇ as they’d messed it up (and the time before we wasted hours as they couldn’t find the stuff in their store, even AFTER they said they’d pulled it!!!) and my workers lost tons of time… Call Tues, they know nothing, happen to get a call from the courier, they’ll be there the next day. Didn’t happen, even the day after again when they’d be there between 11 – 5, they show up way after 6:30. 1 box so bad, sent back right away, opened others, many damaged internally. So Now I get to waste even more time on a company that just doesn’t care about their customers (oh, btw, we’ve also had times they didn’t answer phones)… HORRIBLE CUSTOMER SERVICE!

Good selection and pricing, horrible customer service. Never order online, it is a nightmare. I ordered some tile and they were to send me an email, I never received it, yet the order continue to be processed. They called to say that it was in but when we went to pick it up they refused to release it to us because we didn’t have the ticket number from the email. The most frustrating part is that no one would give us any information or even a phone number to call. I ended up having to reorder the tile, get the new ticket number and finally we were able to pick it up. That is 3 hours of my life that I’ll never get back :/

I contacted this store in hopes of talking to an Interior Designer, as advertised on their web page. I called the number — twice — and was told by the person who answered the phone they didn’t offer that service even when I quoted their web site to them. On the second call, I asked for the manager. A gentleman named «Josh» came on the phone. Luckily for me he was extremely considerate of my one hour drive to get their, and told me while their Designer didn’t start work until Wednesday, he could book me an appointment with a very capable employee whose shift started about the time I could arrive. I was very pleased with his customer service skills. Then I met Briana McNeil! OMG — I have not received better service anywhere else! She was kind, considerate & VERY knowledgeable pointing out many facts about the products, their care, their impact on my home, how they were made that I would never have known or known to ask about! I give her 5 stars & look forward to working with her again! Be sure to ask for Briana — you’ll notice her right away — she’s the one with the bright, welcoming smile & caring eye contact who LISTENS TO YOU and helps pick out what meets your request!

We have had a terrible experience with this company. The product itself seems ok but it’s the customer service that is horrendous. We ordered online (product came from Texas store) and we were shipped one box of the wrong tile. We called to get a replacement box and were told we’d get it the next week and a return label for the wrong box. A week and a half go by and no tile or label. When we called back nothing had been done about our replacement. The customer service rep said they’d express ship our tile and we’d get it within two days. Another week goes by and nothing. Finally get a call from a freight company saying they will deliver it in yet ANOTHER week (a week and a half beyond the promised date). Our bathroom remodel has been on hold for 4 weeks because of this ridiculousness. Certainly will not be purchasing from them again.

Bummer. I needed some tile that was on closeout and called the store in Austin to see how much they had– I called and asked them to tell me how much they had and they said they would call me back. Each time I called the phone rang and rang and rang and then there was a long automated system which every time I tried flooring option 4 it went nowhere. I waited for hours for callbacks and had to call 6 times– talked to Brie then Rose then Amber then Josh and finally, on the 6^th call, asked for the «big big manager». They tried to put me on hold again and I said no, just give me the big manager’s name. They were very hesitant– clearly having been instructed to cover his a$$. Robert, the «big manager» said that Josh could have helped me but that he would now help me. I told him the name of the tile and he said he would find out what was in stock for me– Brie had said the system showed 72– perfect for what I needed– but she didn’t know what else was there. Robert then said Brie had pulled 19 for me, but he would call me back in 10 – 15 minutes and let me know what else they had. I told him I was happy to wait on the phone. He encouraged me to give me his number and he would call me back. I gave him my number and he never called me back. Wow. Very disappointing. Won’t be shopping there again. The silver lining is that I discovered Lowe’s actually has an excellent bathroom tile flooring section.

If I could rate different aspects of Floor & Décor it would give you a more accurate picture, hence I went with 3 starts.
I recently purchased this really hip marble tile for our new master bath and we were stoked, it was going to be the show piece. Unfortunately, every single piece of this awesome tile had scratches and chips rendering it useless. We didn’t realize every piece was damaged until the installer started putting it up on the wall. I won’t bore you with the details but it was kind of a complicated return and Supervisor JEREMY was ultra helpful. As were ALEXIS & AMBER — all three of these employees were courteous, professional and very helpful. 5 stars to these fine folks.
However, to complete our transaction required the stores manager — My interaction with him was very unpleasant, he was passive-​aggressive, acted like he didn’t have time to take care of me and even insulted me to my husband when I left the counter! Totally unacceptable. Really, really poor customer service. To make matters worse — he failed to reimburse us for our entire return. Negative 1 star for management.
Luckily, we phoned back and JEREMY again took great care of us!
Pros — Good price point, good selection, they keep up with your orders so returning merchandise is (usually) easy. Find Jeremy, Alexis or Amber — they will take good care of you.
Cons — Inspect your product BEFORE you leave the store cause they see no problem in putting damaged goods on the shelf. Also, be sure to do everything in your power to avoid speaking with a manager, their customer service is less than exemplary.
Take aways — Its totally worth giving it a shot, just be diligent and find an associate you feel comfortable with and work solely with them. Good Luck!

The staff is very friendly, I like shopping from this store. They are very flexible with the returns. They carry good quality products and their prices are promotional.

The best thing about the experience was the person at the cash register. Help inside the store for two women who had money to spend was unhelpful, dismissive, extremely lacking. Then when I came back to pickup my items, it got worse. There was no one to be found in the warehouse at the loading dock for 30 mins. Then when someone walked by they just said we’d be helped and that they were understaffed AND kept walking. By the time someone showed up there was a line of seven people with the 1^st having waited an hour just to talk to someone. I personally spent 50 mins in the pickup process.

Good prices, good selection but I’ve been sitting at the loading dock for 3 hours waiting for them to bring out my tile. Terrible customer service, very disorganized, shop here for price alone and bring your patience. You are going to need it!

Pathetic service.
Pathetic delivery.
Pathetic follow thru.
Pathetic customer service.
No clue as to inventory.
No clue as to delivery.
Does not care about anything but the paid purchase order.

I suspect their prices are what brings people in. It certainly can’t be the quality of the merchandise. We bought 50 sq. ft. of small mat backed tile rectangles which was 5 boxes of 10 pieces. Of the 50 pieces, 30 had broken tiles and had to be pieced into the floor.
When I went back to get 4 more full squares, I opened a full box and set aside 6 pieces before I got 4 good ones. Of course they thought I should pay for the 4… wrong. Bottom line, the only way I would EVER do business with them again is if they opened every single box and inspected them before I would pick them up. But it’s doubtful at any price.

I do shop here because of the selection and prices. But when I have received any customer assistance, it’s been worse than have none at all.
First trip: I loaded up a cart with 8 boxes of flooring myself, while a group of 5 employees stood nearby. No questions, no assistance, and by nearby I mean I actually had to ask one of them to move so I could get the boxes. While walking around the corner, one of them assisted me in putting all of my boxes back and taking my cart to the front. I said nothing, got another cart and started loading the boxes once more. They noticed this time and laughed at the employee who put my boxes back. Again offering no help. Each of these were young men at least half my age and probably double my size.
Next trip: Had to ask customer service employee to step aside because after 15 minutes of chatting, he never noticed I was standing waiting to look at the wood floor behind him.
Last trip: No customer service at all. Which I think I prefer. The check-​out people have always been nice.

Months ago we found the tile for our master bath but we weren’t ready to pull the trigger on purchasing but we went back this weekend and worked with Brittany. She was so helpful! She suggested we take two samples home to be sure we were buying the right tile (last time we purchased 4 samples but this time she offered us to take them on the honor system). We called her later that night and she held 4 boxes for us to pick up on Sunday. She helped us pick out all the bits that we needed to do the job ourselves and didn’t try to oversell or take advantage of first time home owners. We got everything for $ 240 so we were pretty excited about that too! The selection they offer is great, their hours fit working people trying to do projects at night and on the weekends and the prices are reasonable plus they had everything in stock! Thumbs up!

Shopping here is far easier and less crowded than Lowe’s or Home Depot, but with the same competitive prices. I have shopped here for kitchen wall tile and wood and bamboo flooring. They have a good selection of both. I bought the former but not the latter, but it helped me to comparison shop. If you are remodeling, stop by this place for a stroll around.

Yay for quantity over quality. They get 1 star for having a bunch of stuff.
Past that… grrr. I went in to the store explaining I had someone say they could lay my laminate flooring on a Thursday. 4 days away, easy. Except no one told me it would take 14 to 28 days to get stair nose. They directed me to an 800 #. No call backs, no sku numbers, no follow up.
We looked a few other places. Prices were comparable. We found a style we liked, and it was all supposed to be right there. Even our contractor rolled his eyes when we told him where we went.
So, yeah. a bunch of stuff and bad everything else. go somewhere else.

I visited more than 5 floor stores. the quality of the material and the price was great. De’anca my designer was amazing. She walked me through the process and stayed almost two hours after her shift ended to ensure that I had the perfect design for my bathroom remodel. I will use Floor & Décor for all of my remodel needs in the future. Thanks De’anca

I’m pretty sure I already left a review here, but here it goes again if I overlooked it. This place is freaking amazing. Ring the alarm. Better than your local home improvement stores. They have a much better selection. The service is twice as great, and it’s cheaper. There are people constantly walking around to help you.
I was terrified of going in to buy my gazzilion boxes of white subway tile. I thought I’d end up seeing the Chiropractor by the end of the day. To my surprise, I didn’t have to lift a finger. Without even asking for help my material was loaded on my cart and unloaded in my car. I just pointed, counted and smiled.
Here is the kicker. They declined my tip. Ladies, you NO LONGER have to fear hauling and carrying tiles, backsplash, flooring, etc. The guys at Floor & Décor will hook you the heck up. Makes me want to be a full time designer with that service. Errand girl turned out to me a great experience.
Thank you, thank you!

Very nice warehouse place. Wide varieties in laminates (what were looking for). Assistant Manager Bobby B. came over to help, very nice guy. He was able to break down all the different floors and paddings. Told us about how they offer classes to install the wood floors. Very into customer service. We will probably be back to purchase floors.

I can’t determine if this is a good place to buy tile or not because I called with a question about a sample I ordered online and was put on hold for 17 minutes before I finally hung up.
Not a good first impression.