I came to this Floor and Decor location no less than four times in the span of a week - turns out, DIY tiling for the first time is no joke. Every time I've been here the staff has been nothing short of excellent to me - patient with every one of my questions and more than willing to point me in the right direction. While I was impressed by the scale of this location, according to one of the employees this is the smallest Floor & Decor in Texas. Personally, I don't think you'll miss the floor space - the selection seemed to be excellent. I also popped by the Parmer location and it was far busier, so perhaps the scale of this one serves to keep it more chill (appreciated). I snagged some beautiful limestone tile that I'm so excited about. The manager was super kind to cut me a discount as it was on clearance, which went a long way to keeping my project in budget. I'll be back! read more

Very good selection. We bought some tile here to replace our backsplash in our kitchen. They did not have enough and ordered us a few more boxes. They came in on time and we had no problems. Store is clean and organized. We will shop here again. read more

I bought an expensive vanity with a quartz countertop from Floor & Decor.. what a horrible experience.. Floor decor people do not know what kind of delivery service they are offering: i was told they have a "white Glove delivery", because my bathroom is upstairs and i needed to bring my vanity to the second floor.. when the delivery company they have a contract with called me, they said " No, we dnt have it. "178LB boxes on the pallet were dropped on my driveway. After the vanity was in place, the right door hinge snapped off right away; it was a defective hinge at the beginning. I bought a fully assembled vanity, then i sent an email to Floor&Decor customer service and here we go: endless email exchange about who installs vanity, license people or DYI.. when i asked a link to right a Product review, they refused to give it to me. They said they are a THIRD party selling this product: Bottom line: buy directly from MANUFACTURER, do not buy from Floor& Decor.. customer service is going down.. read more

I went to this location recently to get a some flooring. I give 5 stars for Jackson for helping me. This man was extremely helpful, competent and eager to assist. Thanks you! read more

We just got back from Floor & Decor and we had an amazing experience. Jonathan the manager, was very helpful and took great care of us. Also a huge thanks to Rodrigo and the rest of their team for getting our items ready and loaded very quickly. We just want to say thank you for such great service!!! read more

Wow these folks are legit. Alex made my damn day. Very very very good customer service. She made everything so easy for me. I appreciate the hell out of that! Thanks, Alex!!! read more

Recently we decided to bite the bullet and replace all the floors in our house (a long-overdue project). On Saturday I went into the store to spend around $13,000 on materials because the website wouldn't allow me to complete the transaction online. We scheduled delivery of the order for the following Friday (at a cost of $300). Plumbers would come by the next day to take out the toilets (making the house unlivable for the duration of the install), followed by the installers first thing that Monday. On Friday the delivery driver showed up with a small pallet of cement patch, adhesive nails, and some (not all) of the baseboard. That was it. No underlayment, no stair nose caps, and not a single one of the 122 cases of flooring we had paid for. I spent the entire afternoon on the phone with the store, but they were incapable of delivering the remainder of the order that day (I'm pretty sure they were incapable of even finding the remainder of the order in their warehouse). Instead, they arranged a pick-up truck to deliver the balance of the order on Saturday. Since the driver could only load one pallet in his truck at a time, it took him three trips - and I had to unload and stack the flooring case by case myself (again, after having spent $300 for delivery). The underlayment, the rest of the baseboards, and the flooring was there, but still no stair nose caps. At that point, I drove back to the store to have an animated conversation with the manager, who could offer no solution for a Saturday delivery of the balance of the order - nine stair caps were needed, but they only had eight on hand, and no more transportation options that day anyway. So he told me he would go to another store in the area to pick up the ninth piece at 7am Monday morning, and would bring it out to my house before 8am so it would be there before the installers showed. At 9am on Monday I got a call saying he'd be at my house in thirty minutes. At 11am he showed up...with eight pieces because the other store was apparently short the one other piece (despite it showing on-hand in their inventory system). He did show up after 5pm that day with the last unit, so at the end of it all we did receive the materials with no impact to the installation schedule. I do like the way the floors look, and the installation team (subcontracted) was great. The delivery drivers (subcontracted) were also very courteous, they were just not given what was required. Unfortunately, the mind-bending incompetence of the team responsible for pulling the order together made what was already a stressful project that much more stressful, and ensured I will never do business with F&D again. read more

love the people. they went above and beyond to help my family. I will be using them again.

I've been by the Braker lane location in Northwest Austin a couple times this week and both times everyone was amazingly helpful! Yesterday I was in a bit of a rush but learned from a helpful associate named Style that they offer free design services. Today I had more time and my husband and I had the pleasure of working with Rafael to make final decisions on our fireplace tile, grout, and schluter trim. He had an incredible eye for design and was a joy to work with - & what a relief to finalize choices we've been agonizing over! Also, dogs are warmly welcomed inside which is an amazing plus considering that my house is a construction site and I can't leave my dog home alone anymore. Highly recommend! read more

Horrible products and pathetic customer service. These guys sells samples with quality "A" and delivers product with quality "B"- Inferior products. I am going thru many issue with their flooring products. I reached out to managers , customer service and their escalation department. No resolution. If you want to save your investment, time and your family's health, please avoid Floor & Decor products at any cost. There are many other options in this area and you can save your and your family's health. Please please avoid this company at any cost. read more

There cannot be a retail store with worse customer service than Floor and Decor. The Braker Street store has four telephone extensions none of them are answered during store hours. I called 17 times in twenty minutes because after a minute of unanswered rings you are disconnected. The store is busy with customers needing assistance with no sales people on the floor to help. If you chase one down they will tell you they'll get somebody and they disappear. Stood sixth in a line to check out at the only cashier with an attitude, approximately 20 minutes to get out the door. I called the corporate office customer service and got the tired old message "they are experiencing an unusual high volume of calls and sorry for the endless wait", this was at 6:00 in the morning. Shop elsewhere and support our small businesses. Floor Decor deserves none! read more

My bathroom flooded about a week ago and I came into the store (in quite a bad mood might I add) looking for floor tiles to replace the badly damaged laminate floor. As soon as I went over into the deco tile area I found Brooke, and boy am I glad that I did! She was super informative and answered all of my questions without making me feel dumb. I had no idea that I would be out the door with fresh new tiles so quickly, and it couldn't have happened without the help from Brooke! read more

Alexa is the STAR Pro Team Specialist who has savvy customer service skills, and knows her stuff and the layout of the store and team members and especially the products. She goes the extra mile to make sure your questions are answered and offers complimenting ideas to your project. She is timely in her responses and ready to connect when you are on-site. We have another project coming up and plan to work with her again. I literally sang her praises as I pushed my cart out the door. "Alexa, Alexa, she is the one you want to work with at Floor & Decor". (SMILES) She is a team player and the store manager and team members make extra efforts to connect from making refunds to exchanges, to loading in products in your car. We highly recommend Alexa and this team's location. read more

I'm blown away by their customer service! I've bought tile from Floor and Decor for two bath remodels and the whole process was seamless. When I had left over tile, it took less than 5 minutes to have the money back. The employees behave as if they have stock in the store and that's amazing. read more

I reached to the Austin, Braker Lane store recently just 10 minutes before closing. Most of the people would know that the flooring items are usually heavy and needs some time to prepare them for pickups. I had the contractor coming in next day so I asked if I can pick up right now. Cynthia was a total rock star, she came in for help and had everything loaded in the truck in the next ~20 minutes. I was out of the store no later than 15 minutes after closing. I was really impressed by the customer service. Thanks for all your help Cynthia read more

Customer service was horrible. I purchased tile a few days ago. And I was returning 2 boxes. I had my handicap husband with me in car. I needed help getting those heavy 12x24 (2 boxes) out of the back of my SUV. I asked inside if someone could help me. They radioed somebody, I waited 25 minutes. Gabby came to front and said he couldn't help right now he was going to start checking customers out. So I waited some more time. I was almost in tears at this time - I just needed help. Finally 3 young men volunteered to help me. As I was walking out with them, Gabby said I can help you now. I turned to the 3 men, and Gabby walked away and said ok ignore me I won't help. The men were shocked as well as I. Now having the tile to return the lady at register who was talking with Gabby earlier wouldn't do the return. I asked her the return register lady was busy for a while with a customer wanting to change her delivery option. Finally after pleading with the young lady (no other customer was waiting) she refunded me. I then was told to move my cart with the returning tile in the right front of store with my tile. I left in tears. I have never been so humiliated and discarded like I was at this store. I'm 65 years old and just needed a little help. read more

My wife and I were looking for a hard to match tile and the excellent customer support staff here found us the perfect match. Very knowledgeable! We almost swore we would never go to another Floor and Decor store because we were treated so badly at the Floor and Decor store on I-35. Manager yelling at my wife and everything. I told her we should just leave and we did. The manager at the I-35 store should be fired. Went to Braker Lane store and it was like a different company - and for the better!! read more

I was initially hesitant of such a big warehouse-type store, but after our contractor recommended them, and we made two visits in to look at inventory for our kitchen backslash, we decided to go with Floor & Decor after all. We decided to make a custom design by purchasing two different styles of tiles, and incorporating them into eachother. They were happy to answer my questions about how to do this, as well as their return policy as I was checking out. They were happy to help me to the car, and made sure all of my questions were answered. We were very happy with the quality of the product, and ease of returning unused product. All in all, we made a beautiful, custom design for under $400 for our large kitchen, and couldn't be happier! Extra perk: They are dog friendly, and didn't mind me bringing our dog into the store each time we came in, and they even offer popcorn to appease bored husbands while you shop! read more

Courtney!!!!! What a breath of fresh air!! My wife and so were meandering around trying to decide what we wanted. We needed counter tile and backsplash tile. Our heads were spinning and my wife was about to run out the front door! Then we meet Courtney and she immediately went to work helping us with ideas based on our granite bar top colors. She was like, "I this, with that and this compliments that"...bing bang boom!! My wife was now smiling, she loved Courtney's ideas and incredibly friendly attitude. Truly a servants heart. We bought the materials and are so excited to get everything put together. Courtney, you rock!! Thank you soooo much for your help. Your store is lucky to have you!!! read more

Floor & Decor - Ready to install our counter top and backsplash on Courtney's recommendation! - Home Decor Near Me - Austin, Texas

Horrible customer service. I have shopped at multiple locations in multiple states and this location is not good. Went the first time to purchase tile for an entire bathroom. William (employee since 2016) met us at the door to remind us that the store closed in 30 minutes. Got it. Asked same person for a specific tile, since we only had 30 min. He waved his hand in the direction of the store and said "it's somewhere in one of those 2 aisles". Thanks. They announced on the intercom multiple times that they were closing (approx every 5 min). Didn't find the tile (shocking) but found tile for shower floor. William waited by the front door while we checked out (6:50). Cashier was nice enough but had a conversation with William during the checkout. Then..got online and found all of the tile we wanted and decided to do curbside. Confirmed order and fulfillment. Sat for an hour for them to get it. I get labor is tough right now, but this is personality. I would not ever go back. I'll do my multiple projects elsewhere. read more

Joe and the entire management team went ABOVE AND BEYOND resolving a problem that I had with getting the wrong color wood. Even though I didn't have the original boxes any longer, they STILL replaced the entire order which nobody answered would ever do. Amazing customer service. Thank you! read more

Don't go to this location. Bought a ton of stuff and they brought everyone else's curbside orders out before ours we waited over an hour with no acknowledgement of our order. Go to the other location, if possible. read more

This location is horrible they are never on the same page and orders always take way too long to fill. Also they manage to have zero inventory for basic building products that are available at their other locations in town read more

We are currently embarking on an extensive home renovation including installing engineered hardwood flooring. We traveled to this location and were shocked by the lack of customer service. We walked around the store for at least 30 min seeking assistance and when we finally received assistance the associate almost immediately started to help someone else without first completing our ask. This associate was new so we tried to cut them some slack but they ended up messing up our delivery order entirely. We paid for delivery service and the associate never scheduled the delivery service within the system. When we called to inquire about the delivery we were told that the service hasn't been scheduled and that the delivery truck was out of commission for a few days! This faux pas set our project back by a week and the store offered no consolation or compensation. Finally, I asked to speak to the store manager and they reluctantly agreed to give us our delivery fee back. The service here is slow and sadly not helpful. If you try to call the store it takes hours to get through to anyone and everyone acts as if they are truly inconvenienced to be assisting customers. I don't know if their other location is equally terrible but this location is atrocious. read more

The quality, diversity of, and price of their products is great and I got everything I wanted. But what really struck me was the quality of the staff! I had no idea what I was doing and, even though they were greatly understaffed, all three of the floor staff listened to me, helped and guided me, and helped me out the door with what I think is going to be absolutely beautiful in my bathroom. As they were assisting me and others, I saw them constantly interrupted by other shoppers and they were unfailingly pleasant and had the answers. read more

Disrespectful employees don't prioritize a clients need. We need a pallet drop for a project and they're dismissing us saying we have to wait over half an hour for someone to assist us. read more

Absolute worst customer service. The two people who I spoke with made me cheek extremely uncomfortable. I called prior to coming to see if they could help me find a specific king of flooring and was told to bring the piece of flooring with me. Then they just starred at me like I was an alien or like a homeless person or spending and at one point like shaking their heads saying they couldn't help me and I needed to go to a flooring supply! It was such a weird experience and I really need to find this flooring and have had such a hard time doing so ! I was clear they did not know what they were talking about or simply did not want to help me, and I see here other people have had similar experiences. If you work in a flooring store ACT LIKE IT! read more

It all started two years ago. I decide I wanted to redo my master bath DYI style for 2 grand. After one month of research, I upped it to 3.5 grand. The seamless shower door was going to be 1 grand by itself before install. Thanks to Floor & Decor, I will come in on budget. Me being extremely patience and waiting for what I want to go on sale was the key. I love that they have on display their tiles to see. I'm not good at looking at a piece online and making a decision. After the first two visits, I knew what I wanted. Marked it down and waited. First on sale, the slate floor tiles. Got it for under $500. Slowly each item I wanted went on sale. The staff is helpful. I only broke one finger nails lifting a box. You can always find discontinued tiles REALLY cheap. So if you have a small area, you can get it done for under a $100. Shopping here was a fun experience but it won't compare to the demolition. I can't wait to swing the sledge hammer. So Bye Bye Ugly blue flower wallpaper!! read more

Let's preface this by saying that I wear my mask for your doors to stay open. I went into the store to buy some tile. I was at the tile I thought I needed. I pulled my mask down to open my phone(facial recognition). No one was around me until... a woman in a black shirt immediately approached me telling me to pull my mask up. Now if we are going to follow rules then she should not have been one foot away from me telling me this. She escalated a very dangerous situation during this time of COVID. Social distancing is key right? As I looked around I noticed many employees pulling off masks to perform various tasks. In my mind they are fine they are not invading my space. Also your stockers need to be better at stacking tile. Had to return numerous packages that were all damaged once the box was opened. By numerous I'd say at least 3-4 cracked in each box. I won't be returning until mask mandate is gone. Business owners response must be a standard answer. Opening a phone is 10 seconds top. Invading my space is worse. And doesn't address all of the broken tiles. read more

Yep. It's flooring of various kinds. If you want flooring and the stuff that goes with installing flooring, these guys have it. If you are into interior design, perhaps the internal fireworks will happen when you walk in the front door. Otherwise: yo, dude. It's flooring and grout and stuff. They've definitely got more choices than Home Depot or Lowe's, and some of the same stuff you'll find at those places is the same price here, or cheaper. So to sum up - Pro: wide selection of floorings, especially if you are seeking tile that you are not finding elsewhere - though they have a lot more online that is not in the physical store. Con: service when it gets busy is sketchy; but if you can snag an associate they're pretty nice. Sometimes the price of shipping an item to the store is not significantly better than shipping it to your home. read more

As we got to the checkout the store's internet went down, and all of the payment machines stopped working. We were offered no alternative payment methods or time windows for when they might come back online. We had two full carts, and out of desperation asked if we could just leave our stuff and come back and pay for it later since they had no means for us paying it then. The staff seemed annoyed at the request, and in general had no training about how to interact with customers or solve problems. read more

Excellent customer service by Peyton. He was really great with customer services. The store is very clean and organized. Their selection of items are plentiful and beautiful. read more

Great product selection and online customer service. Unfortunately we had to cancel our online order because it was not ready in timely manner. We had to pull our own flooring instead which defeats the purpose of ordering in advance. Also their phone hold times online and at the stores are ridiculous IF anyone answers. If they made these improvements, I would have given them five stars... read more

I think quite honestly this was one of worst customer service & store experiences I have had in awhile. The staff was not helpful at all. Nothing was in order under the displays & staff was completely unwilling to help. They couldnt be bothered from stocking to answer basic questions & their main focus was walking around telling people they were closing soon constantly. Perhaps customers could get out of the store faster & on time if there was actual customer service! I definitely would not recommend. We ended up leaving incredibly steessed & frustrated and made zero progress on what we needed to do read more

Buyer beware-- DO NOT get the Floor & Decor credit card! I signed up for the 18th month interest-free promotion. I could have put the $3000 project on my own credit card, but decided to use theirs after they explained the benefits. Never did they mention I would have a one-time payment of ALL interest if I missed the 18th month cutoff. I paid over my minimum every month and never missed a payment. I had $900 left, then all of a sudden was hit with over $800 in accrued interest. NO WHERE on the payment portal did it state I was about to go over the due date. No flag, no mention of the amount of accrued interest. I caught this less than a week after the due date. I told them I'd happily pay the remaining balance in full if they could remove the interest charge. After 3 hours on the phone, nothing. No partial payment for the month I was "late", no grace period. I understand this may be "legal," but this is MORALLY wrong. Now every time I look at my floors, I feel sick. Shame on you Floor & Decor and Comenity Bank. read more

Couldn't find my chosen grout color in stock at any Austin Lowe's, and had too small of a selection from which to choose at Home Depot. Went in to Floor and Decor to buy a dozen more tiles for my project, and lo and behold I saw the mother lode of color choices in their super stocked grout and mortar department. And I wasn't forced to buy a huge bag of it either. Love my new backsplash. Thanks, F&D! read more

I have been to this store location. The customer service is non-existent. I went there to purchase some materials. Looked around for 15 mins, no one said anything like do you need help etc. I approached an employee, seemed like supervisor and asked if someone can answer couple of questions. He said someone will be with me shortly. 10 mins later no one showed up. I see three employees wandering around and this guy is writing some pricing labels. I asked if I still should be waiting and he said we are really busy and kept doing his thing. I certainly don't recommend this store. read more

Have you ever wanted to be invisible? Here's your chance! Go to Floor and Decor and you will be treated by the sales staff like you are invisible. The staff is easy to identify they are the people with blank looks staring out into the great beyond trying not to make eye contact. Have you ever wanted to grow older? Try waiting in line to buy even a few tiles at Floor and Decor you will grow old waiting. If you think, "Hey there are two empty registers, so the manager will take one and start to help check people out!"-- Think again, he has trained the sales staff to ignore the customers, so he is a master at ignoring customer issues. While the variety is great, the service is probably the worst experience you will ever have in retail. read more

This place is a mixed bag of what could be a great store. The customer service from the guys on the floor is outstanding. There is a guy named Ryan that works there and he will bend over backward to help you. However once its time to check out, good luck. They might have one checker working the return and purchase lane at the same time, and they are in no hurry. On the other hand, if you are a "pro-customer" the manager will open a lane right up just for you, its white-glove service. YMMV read more

A bit disappointed. Have been here before - happy with price and service. Tiler went to start tiling today - and stopped. All but 2 of the 35 tiles were badly scratched. These tiles were bundled with straps and sold at the time as 'good to go'. I also received one box of the same tile - these are fine. So quality control on returns and dispatch failed. Maybe they needed their eyes checked, or they hoped we would not notice. Thankfully they quickly exchanged the damaged tiles - but this was a huge inconvenience from our end. Tip - do not accept tiles they are strapped up (unless they are sold as returns/damaged). If you want good pieces, ask for boxed only. read more