I'll keep this simple. I was overcharged by $125.00. The cashier counted one of the boxes which was open and multiplied it by the number of boxes I had. This led to an overcharge. I called the store after I realized it and Steve never called me back. I disputed it and they claimed I was out of my return period and that I had already returned the tile. I had only returned what they gave me. I was within the 30 days. My bank screwed me and so did Floor and Decor! All they had to do was check their inventory. Cashiers at front are horrible. They rarely acknowledge you while you're waiting. If several are working, only one helps. I had ordered tile another time for a job, and I couldn't even get the 800 number to call me back. I went into the store and couldn't get any help either with my incorrect order. They claimed they sent it to me even though I repeatedly told them it was the wrong tile. read more

Good selection of tile and the staff was very helpful. No less than four staff members stopped and asked if we needed help. When we finally had questions, Rafael was extremely helpful answering our questions and giving advice. Checkout was the only negative, only one checker and the line was five deep and she was slow. We have purchased tile here before and we'll continue to come back. read more

Update to my previous review: I've been to the store twice now and they haven't had all the parts I need. The gentleman who helped me suggested I try ordering what I needed on their website (Because they don't do special orders in the store). I told him I've looked on the website before and it's not listed and he told me I'd need the sku number. Ok, armed with the sku I get home look it up and it pops up. I put the two items I need in my cart, go to check out and pick FREE in store pickup. But I notice right before I place my order. ....there's a shipping fee. I call customer service and I'm told that in store pickup is only free if that store already has the item I'm ordering in stock! #×*€!!! I've never encountered this with any other company that offers free in store pickup. I'm done, I'll find a store somewhere else online to order from. read more

I will never do business here again. I had to order my tile online because their inventory system said they had what I wanted in stock but they couldn't find it. Then they wanted to charge $150 for shipping of their own brand from the San Antonio store to the Austin store. The shipping exceeded the cost of the entire tile order itself. They did reccommend an outside delivery service that was way more reasonable. I ended up having to return the tile which was a hassle. I tried calling customer service and was placed on hold for ever. Then I was forced to leave a message which was never returned, even though the recording claims calls are returned in 1 hour. I sent an email to customer service on the 16th of March and I finally got a response on the 24th! read more

Floor and Decor is the ONLY place I get flooring, shower tile, and supplies. Ive only talked to a couple people that didn't know much about how to use what the sell. Everyone else - I can't believe they work there because they seem to have so much experience and knowledge. The manager, Steve, I believe his name was (young white guy with dark hair and glasses) was EXTREMELY helpful and his sole concern was making sure I was happy with their service and product from the GET GO (unlike other places where you have to chew them out to get even a hint of caring). They accidentally priced some high ticket items much lower than they were supposed to and gave me the lower price with out any hassle. I got marble counters for HALF the price than they were supposed to be. I couldn't pick up that day because it was raining and their fork lift could drop the stone when wet so I had to go back later. When I went back, they had sold one of the slabs I hand picked and had an employee label for me (she didn't follow their protocol correctly and used cling wrap which of course washed away in the rain). They spent an hour with me trying to find a solution just as if I had paid full price. I wound up taking a slab I didn't pick out and had a few chips in it. I figured they might be cut off anyway. The guy helping me at the time said his manager would probably give me a credit for my trouble (on top of the $700 I was ALREADY saving). I didn't have time to talk anymore and then went on vacation for two weeks. When I came back, I talked to this manager and he asked what would make me happy. I said half of what I paid since one slab wasn't what I had paid for. He said done immediately (made me want to ask for more! haha). So I wound up pay 1/4 the price. There are always plenty of staff with consistent and exact knowledge for all the how to's involving their products. The manager, again I believe his name is Steve, continues to be beyond helpful every time I go in. Instead of writing me off as someone that got a good deal and doesnt need anymore attention, he makes me feel like this is a store where everyone knows me and wants to know how my projects are progressing. Their prices are unbeatable. Quality is better than home depot or lowes (specifically referring to wood tile) You can return what you don't use and its not by the box but by the piece. I bought all the tile for 1300 sqft of flooring, shower floor, 2 bathroom shower walls, and an accent wall for a little less than $5,000. I only wish they had more locations in Austin!! Thank you!! read more

Decent product, good selection but the customer service is horrific. Had a bad experience at the store, tried calling and emailing the customer service info from f&d website....crickets, nothing, nada, completely ignored from corporate. Very frustrating. Wasn't being unreasonable, we purchased a large amount of flooring and two boxes were damaged. Took them back, they apparently no longer carry it at this specific location but we could pay $150 to have it shipped or drive to a store in NTX to pick it up. We received damaged product and this was their "solution". My two cents, pay a little more and go somewhere else. read more

They have a very reasonable selection. Nothing particularly "high quality" at least from what I saw, but they have a good quality and selection of product. I was here for tile and did get a few items, all of which was very nice. Prices are really good. Definitely a place to check out. read more

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. read more

Nick was very helpful and patient at getting us set with everything we need for our latest tile project. In the past we've also purchased our kitchen and bathroom tile from here. After shopping around this place has very competitive prices if not the cheapest (cheaper than the big home improvement stores for what I was looking for). I even used one of the installers they partner with, Angel Flooring, and was pleased with that experience. My only complaints are several times they have been out of stock of what I need. Whenever this happens they aren't able to give me an accurate estimate of when it will arrive and they never offered to somehow let me reserve it. Additionally as a DIY'er their return policy has a shorter time window than I would like. I end up avoiding buying extra because by the time I am ready to return the excess it is too late. read more

What a great place for the contractor, or DIY'r. Gorgeous selections of tile, wood, and laminate flooring. Very well priced. Highly recommended. read more

Don't plan on walking in and getting much help, I was there two days ago and found one cashier and one floor person at the time there were six people in line to check out and three people asking for help. The cash register system apparently was bought second hand from an out of business grocery store chain this means that any issue you have on a receipt will require an extra long wait while the squirrels I the cash register go look for a duplicate receipt. I've been to my local outlet three times recently looking for colored caulking to finish the install of four bathrooms and have not been successful in finding the material in stock, I just sat on hold for twenty minutes to speak to a clerk rather than make a one hour round trip to look again. read more

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. read more

I went into the store for the first time over the weekend and was really impressed with the store and level of service. I went in looking for flooring and Keshia Robertson helped me out. She was very knowledgeable and helpful! I will definitely be going back! read more

Abominable customer service, just like everyone else has said. Both the manager & the customer service person were slow as molasses and not apologetic about it. Bad people skills. read more

If you are needing new flooring, or renovating a kitchen or bathroom this is definitely the first place to check! So much selection at much lower prices than I've found anywhere else and everyone there was so knowledgeable and helpful!! Will definitely go back for future tile needs! read more

I'm shocked that customers say they were never helped or couldn't find a sales associate for assistance. My experience was completely different. I am a residential interior designer and own my own business. I went in to check out the selection for a new project. I hadn't been there long when a sales associate asked if I needed help. I told him why I was there and that I'm a designer and know what I'm looking for (hint hint-I don't need help). The man was very nice but proceeded to stand and want to chit chat for 10 minutes about nothing. I couldn't get away from the guy and it was a complete waste of my time. I finally get away and ten minutes later he finds me again and wants to start talking. I literally left my samples sitting on the floor and ran to the next isle. When the coast was clear I grabbed my samples and got out of there. Time is money so the staff here needs to remember that professionals don't have time to stand around and gab. We have work to get back to. Focus on customers that do need help. Clearly there are plenty of them! read more

Having a horrible experience trying to get flooring delivered! I've spent two days on edge making sure I could be available for a delivery and twice it has been postponed with no explanation. As a working mom with a busy schedule on top of pushing back a move due to having to reschedule the installers I'm extremely disappointed. I hope someone will at least refund the hefty delivery fee. read more

Great selection of tile, marble, glass for kitchens and baths. Lots of flooring materials. And lots of helpful people. Emani helped me today, patiently helped sort marble by color, found the marble threshold I needed, and lifted all of it for me, even loaded my car, all with a smile. read more

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 read more

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! read more

Nick and Jason were SUPER helpful! They worked with us to find the backsplash we wanted. I told them what I had in mind and they showed me several options to pick from and gave us a phenomenal deal! Rose checked in on us a few times, too, to see if we needed anything else. I wish their designer had been more available but props for giving devoted attention to the clients he had. Too bad we didn't get to meet with him but we walked out with a product that I think we'll be very happy with and would definitely come back. read more

I am remodeling my house and I love this place. They are always super friendly and helpful. Austin helped me make a design choice in my kitchen that Made a huge difference. They are very patient and even help with loading everything up. I will definitely keep coming here FIRST for all my projects. read more

If you need flooring this is the place in Austin, TX! Great products but more importantly fantastic employees who genuinely care. My first visit was on a crowded and busy day. Linda came to my aid even though she isn't necessarily sales but as I soon found out very knowledgeable about the products Floor & Decor sells. She walked me through the sale from start to finish but she didn't just stop there. She stayed in contact with me to keep me updated on my order and called again when everything arrived. She personally took the time to check my order out and when a small blemish was discovered on one of the pieces she immediately gave me a credit and put a replacement request in with high priority. Thanks to Floor & Decor I have a top notch new floor with the help of Linda! Keep up the great job gang and I will return for any flooring needs I have in the future. read more

Love the selection and price hate the service. Dont evev bother calling. Waited 10 min twice.

Follow-up visit with hubbie to finalize decision about material. Matt N demonstrated that my previous awesome experience was not just a one-time, one-staff-person event. He walked us through the details of a luxury vinyl installation and discussed our specific situation with us, with a tip about the underflooring that may save us $$$. Recommend Floor & Decor customer service and knowledge over any big box chain!!!! Wow! read more

I have been to Floor & Decor several times to choose tile for bathroom and kitchen projects. Every visit I have received excellent customer service. The expert staff help me to order the correct amount of tile for each project. Today Marshall was my helper. He took the time to help me choose the grout and thin set in the correct quantities and types for my projects. He even stacked the bags into my truck for me. read more

I had numerous tile newby questions. The manager- a young man with a beard was extremely helpful and actually got the products I needed instead of just pointing me in the direction of. I had a ton of questions for him and he was friendly, helpful and made cost saving suggestions. I also asked for help loading and he made sure he got someone to help out. read more

Not recommended. 1. Poor quality I bought woods for our bedrooms a couple months ago. The price was better than Home Depot, however, the quaility was very poor. (About 15~20% of them were not usable). I ended up spending more money and time. 2. Poor service Their staff and managers were not professional. Because of its poor quality, I had to go to the store twice to buy additional materials. (My contractors had to stop installation and wait) At the end of installation, I brought back a few boxes to return. They accepted only some of them after 20 mins of arguement. They did not care at all about customers. Very disappointed. read more

Occasionally one has the pleasure of good service. That's what I received today when I called to follow up on a purchase. Alisha was kind and very helpful. She went above and beyond what the store employees usually do and I am grateful to her for getting my order squared away. Right on, Alisha! read more

If you are a diy person this is the place to go. I have purchased wood flooring and tile multiple times over the years. They also let you return what you don't use. read more

We ordered 850 ft of floor before Thanksgiving over 2k purchase. Turns out the order was never placed. Went back after 2 weeks, they promised to deliver by a certain date. The delivery truck shows up; they cannot unload it bc their jack does not work. The schedule to come back on the following day, and they never show up. We go into the store and KELLY, the on floor manager, is extremley rude and unprofessional. Our install is set for the following day and she ssys the delivery is 'not her problem.' She explains that the deliveries are done by an outside company, and she can't do anything about it. She proceeds to yell, scream and insult us. I tell her not to speak to me like that, it is her problem bc we paid floor and decor for the delivery. She rolls her eyes and mocks us AGAIN. WORST EXPERIENCE EVER WITH KELLY. RUDE, UNPROFESSIONAL WAS LITERALLY SCREAMING AT THE TOP OF HER LUNGS AT US THAT IT WAS NOT HER RESPONSIBILTY. SHE asked me if I wanted her to go drive tge delivery truck herself?! I was only asking for floor, which I purchases with them that was supposed to be delivered weeks ago.... I have never had such a horrible experience anywhere in my life!!! read more

Each time we go to Floor and Decor we always get a great service. Unlike Home Depot or Lowe's it's so hard to find someone to help you. Corey was a great help today. Thank you read more

We've had good luck at Floor and Decor and all the employees have been helpful, but I've got to give a shout-out to Martin in particular who has been very gracious, considerate, and knowledgeable in our quest for laminate and tile. He's a laid-back guy with a calm presence who has a way of putting you at ease. We've been to the store many times, oftentimes in a rush and harried, and he's always greeted us with sincerity and made sure that we have had all of our questions answered, assuring us that we made the right decision. Thank you, Martin, you've done a great job. We will be back again I am sure! read more

I had one of the best customer experiences I've ever had today thanks to Cassie at the Parker Lane store in Austin. I had a large complicated order that I had tried to place online, but decided to come to the store to place the order so that I could pick the tiles up. I was actually getting frustrated with myself trying to work it out, but Cassie remained professional, patient and unflustered and even managed to help other clients at the same time as helping me which made me feel better too. What could have been a nightmare ended up being a peaceful, enjoyable experience thanks to her! I have to add that the store layout makes choosing tiles so much easier and also there seems to be a great customer service ethos throughout the store. Another manager offered to go and find me a cart and another sales assistant (sorry I don't have names) was incredibly friendly and helpful when I decided to buy yet another sample. read more

Where do I start... Online quantity never matches to what they have in the store. Saw they had 72 pieces online of what I needed only to find 24 in the store. They couldn't find the rest. Had to adjust my design so I wouldn't have to start all over with different materials. Picked up tile for my kitchen remodel and had to go to another store to get the rest. Well, guess what? The other store could not find the pieces I needed so I had to order from LA. Had to postpone my contractors for a week. Also Floor & Decor is violating our Governor's declaration that masks are NOT mandatory state-wide! Would not let me in the store to return some items unless I had a mask on. Door guy gave me a mask and said "It was the stores policy not to let people in who were not wearing a mask". Saw several people who did't have masks on just walk away. While I was waiting in a 10 person line with one checker, saw families coming in with children who were, wait for it, NOT WEARING A MASK! By law if stores make "policies" they are required to pertain to EVERYONE!! In this case it would be considered age discrimination. Do kids not spread COV-19? Do they not touch everything in the store? Do they always cover their mouth when they cough or sneeze? I go out into the world with the understanding it is my choice. If you are afraid, stay home! Even though they do have some nice tile, the hassle of dealing with Floor and Decor is just not worth it. I can find another tile store.... read more

I have to give the cashier rep Brandy a huge pat on the back for working with such a confused customer like myself. I decided to take on a flooring project as a first timer and quickly realized I was in over my head. I had no clue about anything so I made the first of many calls and trips to the store and practically each time I was lucky to have the help of Brandy Very patient, understanding and ready to find a resolution. She made me feel at ease in a very awkward situation read more

Good selection at good prices. Customer service is non existent. I placed an order. The promised date came and past without a call. I went to the store. After my inquiry the manager told me it was "in the back" as if that should answer my question. Turns out it wasn't even ordered. I asked the manager when I could expect it his response was "I can't just snap my fingers and get one." read more

Buying tile from Floor & Decor has been the worst possible experience I have ever had. First, I ordered my tile online for pick up at the store. I received an email saying my order was ready. I drove from San Antonio to the Austin location to pick up my order because it was the closest store that had the tile in stock. When I got there, they took forever to bring out my order and then told me that they only had some of the tile and I had to come back next week for the rest. I left frustrated and decided to call the receiving department to explain my situation. The guy was very helpful and told me they would mail out the remaining tile from another store overnight. After several days of no package I called again and talked to a different guy. This person told me that nothing had been entered in the system and that he would personally take care of mailing out the tile. Hence, 5 days later and still no tile. I called a third time, talked to a totally different guy who said the FedEx label had not been placed on the package, so it hasn't been sent out! What!? This is ridiculous. He also has promised to personally take care of the order. At this point I just want my tile. I have a guy who I am paying to put it up for me and everything has been put on hold because of Floor & Decor's inadequate system. I hope I get my tile soon, and because of this experience, I will NEVER order from them again. read more

We purchased our tile from here and found the staff to be very helpful..One woman there ( I wish I could remember her name) took all the time we needed to make the best choice with the color and grout. I highly recommend them for their excellent customer service and very good prices. read more

Terrible customer and pro pick up. Don't do it. Get it off the floor and buy it. The warehouse is completely unorganized. A bunch of employees standing around doing nothing. Waited over an hour and they won't let you go back in to just get it off the floor. What a ware of time and poorly managed warehouse. Just terrible. read more