If you went to every flooring store in Texas, you could not find a place that has worse service. I ordered wood floors. They could not give me a delivery date. They said they they would call me when it arrives. I waited and waited, they never called. So I called them. They don't answer the phone. When they do answer the phone they don't say hello, they pick the phone up and hang it up. After 3 weeks, I finally get a hold of them. They said it's not there, and to call back. So, I call back. Guess what? They don't answer. It's like groundhog's day. read more

Bought $8000 of 5/8' solid bamboo floors. White stripes appeared along the edge after 3 months. Terrible shrinkage of the bamboo installed on concrete and wood sub floors. Will not stand by warranty on wood floor even after Certified Wood Floor Inspector inspected the installation and said the Material was defective. Bo, the manager even came to my house and said the material was in fact defective and then lied to his supervisors that he said that in front of me and my wife. Aviod due to lies, poor customer service and lack of a "real" warranty. read more

I shop here often and here's the deal, great huge selection with not enough people working to sell it...EVER! The product is usually good quality once you sort through it and it is dirt cheap...I mean unmatched low prices on almost everything and I've compared for years. I've literally saved thousands of dollars shopping there for my jobs but I now shop there knowing ill do most if not all of the work to get my product out the door. Bottom line people is if youre unable to help yourself, youre going to be seriously dissapointed there. Their stategy is obviously that people will continue to shop there as long as they have the lowest prices because people are cheapskates by nature and will always put up with poor service or lack of help entirely to save the right amount of money. They really should spend more money on good help, it would make the experience way way WAY better but hey, then product costs go up and then they're just like anybody else. Oh well, lack of help aside, ill continue shopping there just like everyone else who complains about their service (and says they won't). we all shop there first and foremost to save money, not to get treated like our crap doesn't stink. If you want amazing service go spend 3 or 4 times as much for the same stuff at a boutique shop...its obvious why they have plenty of help at those places, their markup. Its a universal concept in life people, you get what you pay for and nothing else...here you pay for just product, service is a luxury. Don't be cheap if you want good service, me, ill continue to get neglected all the way to the bank. read more

This was my first time at Floor and Decor upon the recommendation of my contractor. I am remodeling two bathrooms so I needed tiles. On Sunday, we spent about two hours in the store looking at the vast assortment of tiles. There were some salespeople around but they were busy doing some other things. We were almost going to leave and go back to Home Depot when we spotted Jonathan (last name unknown). This was Jonathan with the beard! When we asked him a simple question about a tile for the shower, he dropped what he was doing and spent almost 30 minutes with us educating us about everything tile! Not only did we come away so well informed, we also came away with lovely samples to bring home and look at in the lighting in our home. This was Jonathan's strong recommendation. Today, I went back to actually buy the tiles and took my second-born with me. Well, of course, the tiles I had finalized for her bathroom were too "boring" so she needed to find something else. Briana McNeil, another diamond (aka awesome employee, gem, etc) worked with us to pick out a different tile pattern and mosaic for the bathroom. She spent an hour with us! She pulled the tiles, grout, edging, mosaics offering valuable opinions to a decorationally-challenged person - me! It was the best experience. Needless to say, I purchased beautiful marble tiles for both the bathrooms. I will, without hesitation, recommend Floor and Decor to anyone looking to buy flooring or tile. Ask for Jonathan, Briana, or anyone like them! Good work and thanks y'all!! read more

Floor & Decor seems to have decent products and prices but their service is miserable. Most of the people there are unfriendly, most don't know what they are doing and most seem like they don't want to be there. There are exceptions, but most of the employees there act like they are doing you a favor by assisting you, especially the cashiers. I would like to shop there more, but I cant bring myself to go back again. I'll stick with Home Depot, Lowes or ProSource in the future. read more

They have a great selection but thats all. Their customer service is terrible. I wanted someone to help me find tiles that would go with my granite. From the very beginning I knew the girl didnt want to help me. All she would do is point in a direction for me to go. I said to her "I feel you don't want to help me" and i almost start to cry. She was so rude and never did help me. Then when I went to check out the girl who was taking my money pulled her cell phone out of her pocket twice to look at her messages. They really need to work with they employees. I did have to go back to buy more tile and the girl that helped me this time was very helpful. I told her what had happened and she said there were alot of people there that dont like their jobs. Boy could I tell!!!!!! read more

Worst customer service I have ever dealt with.Inventory control does not exist,ordererd flooring and they couldnt find it (twice)even though they show recieving it,found the first one after I threatened a bad review.Still havent got the second order my floor has sat unfinished for 2 1/2 months.Recieving dept picked up phone amd hung up 14 times without answering.Mgr Robert hung up on me when I called to complain and I didnt even cuss or raise my voice.Hope to someday get my order and will never do business here again .I rate this place a -4star read more

We have purchased thousands of dollars of tile from them for our renovation project. Weeks of delay in delivering product they said was at the port in Houston and would be in the store in 2 weeks. Try two months! The Austin store is a disaster. Not enough employees and those they have are not adequately trained. There is absolutely NO support or service available on the phone. Unless you know exactly what you want and need DO NOT use this store. Maybe other stores are managed professionally - but NOT the Austin store. A shame since the products seem to be of a reasonable quality and the pricing is good. Maybe new management would help. read more

I have been buying laminate flooring from their Austin location for 2+ years now and have had great customer service every time. In fact, this was the reason I continued to come back each time I have a new flooring project. From start to eventual finish, today's visit for 250 square feet of laminate was the exact opposite in terms of customer service. My wife and I brought a sample of a previous project in to find something that would be close to matching. We found 6 boxes and needed 10. After asking several representatives who seemed to not have a clue about their own product or inventory, we finally found someone who could look up the SKU and determine that you had a whole pallet available. Great! 20 minutes later we flagged a different representative down to ask if they were pulling the pallet. They weren't. In the meantime my wife and I found the pallet with the appropriate SKU and told the representative where it was and to bring the forklift. 10 minutes later the forklift arrives, pulls the pallet and tells us that they will load the order at the loading dock. Great! We pay, and head back to the loading dock where three representatives are standing near the forklift with the pallet. I wait another 5 minutes before asking if I should just load it myself or if they were going to bring the forklift down. They said they'd load it and they finally did. We get home to find three of the boxes severely damaged by the forklift. I immediately return to the store to explain the situation and was barely offered a half-hearted "sorry" let alone help unloading the damaged boxes or loading the new ones. The only explanation I was offered as to why they would load damaged product into a customer's car was, "sometimes the forklift damages the boxes." Well no kidding. That doesn't explain why the loaders couldn't do a quick inspection of the boxes they were loading into my car. Every single interaction I had at Floor & Decor today felt completely unprofessional and inattentive. I highly doubt I will be returning for further projects and I cannot recommend their services to any of my friends who have flooring needs. read more

Terrible Customer Service. Among many other things, they sold me tiles from 3 different lots and sold me different colors of grout. I filed a BBB compaint and Floor and Decor didn't even bother to reply. read more

Extremely poor customer service. Time is money and if you if you have neither then I would advise shopping elsewhere. Unacceptable customer service. Prices can be matched at other stores with better customer service. read more

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 1st having waited an hour just to talk to someone. I personally spent 50 mins in the pickup process. read more

Was returning some tile and had to wait awhile before we got any help. Staff to customer ratio was 2:1. Eventually caught the eye of John who helped us return a tile that we didn't have a receipt for in addition to giving us some great advice on tile & sealant care. Further helped us with solving some other tile issues and overall was extremely friendly and resourceful. Definitely ask for John if you're there! read more

I have been a customer at Floor and Decor for four years, and I have to say, with each project I have done, service at this store has gotten better and better. Their design services were great on the project before my current one. But this time my experience was really exceptionally good. Ryan (sales) and Mario (manager) went out of their way to help me get my materials together, on a pallet and then shipped where I needed them. It was the most friendly, caring and efficient service I could ask for. And today everything arrived on time and in good shape. I cannot thank Floor and Decor and its Austin staff enough for their incredible service. I can thank you for another successful and beautiful project! read more

Good selection of tile but will never go back unless they have everything in stock. I purchased some items at the beginning of Sept and they did not have the quanity I needed. I was waiting on 2 items and I was told a new shipment would be coming in the beginning of Oct. Everytime time I call to check on the status of the shipment I get a different answer. I do not think anyone knows how to track an order here.Today I was told that they will no longer be carrying this product but the San Antonio location has some in stock and I could drive to San Antonio or order online. I did not feel like driving to San Antonio so I decided to order online since I was afraid I would not be able to find the exact match. They hire inexperienced staff. read more

This store is exactly what I needed. Remodeling a bathroom. Needed shower, floor, and wall tile. Had way more to choose from then home depot or lowes and at good prices. Just asked for help grabbing the tile I needed there at the store, only one tile someone had to find it in the back. There were a lot of helpful employees. Speak up if you need help. I did not want to have to wait for a custom order of tiles and picked up everything I needed in one day. Overbought and plan to return extra or keep spare tiles just in case. Will try to post photos of the finished remodel. read more

Although we live part-time in San Antonio and part-time in Rockport, we drove up from Rockport on a holiday weekend to look for Luxury vinyl plank for our beach house, because we knew from a scouting exposition on my part that the Austin store had a better inventory of same. LVP is particularly appropriate for a sand-rich environment. We were SO pleased that the inventory had grown since my last visit and that we had many styles and many boxes to choose from. We were approached as soon as we started down the aisle by three helpful employees, and one, named Roger, asked how he could help. We quickly decided on a color and style, while he gave us information about the material, warranty, etc., and he then went to get us a cart. He loaded the boxes himself, took down the SKU, brought it to the register and then insisted on taking it to the truck. In fact, he made sure that we also got a few extra pieces that were loose in the cubby--for which we did not pay, they were a gift. We received better service at this store than at any other Floor and Decor we have visited. Kudos to Roger and kudos to Floor and Decor for having so many items available at such low prices. You get what you want at this store--low-end if you want it, high end if you're willing to pay for it. What a difference from a DIY Big Box like HD or Lowe's. read more

Received excellent customer service from DeAnca. She was extremely patient and thorough while helping us finalize material selections for our bathroom remodel. read more

Worst and most inefficient customer service. Been waiting over an hour behind three cars for them to load my already purchased flooring into my truck. read more

Bob Kohs was amazing. He helped me with picking out my backsplash and provided valuable installation tips. I attended his training session which was very well presented. read more

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 :/ read more

I had two bathrooms remodeled over the holiday breaks and the new year. After checking out several places that sell tiles in town, I decided F&D is the best place to shop. The selection is plenty and the price is reasonable. But what really makes my experience positive is one of their employees named Nick. This guy is an asset to his store! Once he understood what I was looking for, he patiently showed me all the options and explained the products in great details. We took several pieces to the imagination station to get some visual impression. This really helped in my decision making. Nick was professional, courteous, and easy to work with. This makes the shopping experience a fun adventure. The result of my remodeling project is 2 beautiful bathrooms! read more

Horrible customer service, I have been calling regarding an order placed and I was on hold for over 1 hour 1/2. Dont recommend it. I received my order 3 weeks later with many pieces broken and they have not been able to help me replace those pieces. read more

I love that I can have product in-hand the day I see it. Their styles are current and materials comparable with high-end tile stores. I won't use them for everything, but for a lot of projects, F&D fits the bill. read more

We had an amazing experience at floor & decor today. Long story short we have to completely remodel our bathroom. We had to bring our 15mo along and the staff were wonderfully patient and kind to both us and her. Rose in particular was amazing and put forth amazing effort to help my wife match tiles and accent pieces for the shower. Also Lamar wen out of his way to get the Schluter shower kit I needed of which there was only one on a top shelf still wrapped on the pallet. He went through the hassle of getting a fork lift and getting it down. Wouldn't have been able to start a project without it. Everyone was incredible. Thank you for your amazing service read more

One Star Shop: Every time that I've gone to pick up flooring at Floor N Decor I've had high hopes and expectations because of their quality materials. Sad to say, I have been repeatedly disappointed in their lack of customer service! This place is in shambles! When it comes to punctuality & timely service, they fall short of the mark...I have waited a minimum of 30 minutes and lately there was confusion and the lack of proper communication between employees left me with one hour and a half of painstaking wait time! Time is money! My company and my clients are important. My time is valuable and I can not get that back!! This place needs a serious overhaul in the office and perhaps some better training in order to match the quality of the products that they sell!! read more

Alisha was a big help when I needed to make a return. She was quick and friendly which made my return very smooth so that I could be on my way with a smile on my face. I enjoy shopping here and keep coming back because of the friendly, knowledgeable staff like Alisha. read more

I purchased tile at a chain store and found I needed more supplies for installation so came here. Incredibly knowledgable staff especially Briana who is like a friendly encyclopedia when it comes to flooring and everything involved. From now on, this is where I'll come for ALL flooring supplies. read more

I recently purchased 1,100sqft of Bruce solid oak gunstock flooring. It was beautiful but it was junk. The installers laid down about 15 pieces before they informed me that the width of the boards varied widely and were not all 5" as stated. Because of the varying widths, there were noticeable gaps between the floor boards - some large enough to slide a quarter in. I paid almost $6,000 for the flooring, so I was not expecting to get seconds. About 50% of the boards were much wider than 5". At the rate we were going, we would have had 40-50% waste. The other thing that left me a little discontented is the fact that over half of the boxes had been open previously. I was probably given all the waste that others had returned. No Bueno for the amount of money spent. Both Bruce flooring and Floor and décor need some serious help with quality control. read more

I have been working with Floor & Decor over the past few months. Steven Henning, manager, Mauricio Maya, Pro-Sales, Assistant Manager and Jeremy Johnson, Stone Department Manager, have all been professional, knowledgeable, friendly and great follow through! I did not feel overwhelmed they helped me stay focused and made the process of completing my project very easy! Floor & Decor has huge selections, great prices and a friendly and caring staff that makes the shopping experience fun and successful. I would highly recommend this Floor & Decor you can not go wrong! read more

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. read more

Selection is good as is the pricing, that's the good. now for the bad. You better know what you are doing and looking for, with the exception of contractors looking for pick up business you will get no help. If you have a return or even a simple checkout you may wait a long time. Employees avoid contact and seem to be visiting with each other and nobody waits on customers. I just called the store with a question about a premixed grout product I followed their menu to "accessories" I asked the person who took the call he put me on hold to get someone in accessories, I was on hold for over 15 minutes. I tired of their attitude I don't care how great the prices are I'm sick of their apathy. I'LL SPEND MY MONEY ELSEWHERE read more

I shopped in this store for limestone tile, I found the Arena Tile that I was told was limestone, I looked at the display and was also shown a crate of tile that I would be purchasing, it was my desired color, very light beige, I purchased a total of 76 boxes of 16x16 Arena. My installer pick up the 2 boxed and crated tile. The first crate was the tile I was shown in the store. My installer put down most of the 1st crate but when the second crate was opened and found that the tile in the 2nd crate was totally a different color, not a variation of color, a totally different color. I contacted the store , they would not take responsibility for the 2 different crates,I took the day off work to settle this issue with the tile... I ask them to replace the 2nd crate with the correct color. They could not find anything that would match. My installer had most of the first crate down so I could not afford for him to tear up what he had already done and start all over. I was sickened by the fact Floor and Decor would not solve this issue . I then contacted the customer service person I was given Sylva Dugarte sent her the pictures. She would not help. Now I am stuck with a floor I did not buy but paid for... Arena Limestone Tile S26103407 7 This entire tile was for one room so it really mattered that the tile variation matched. I spent over $5000 for a floor I did not buy, I would say worst customer service but they have NO CUSTOMER SERVICE! read more

Just completed a TOUGH order and my F&D customer service rep (Brandy G) was as good as it gets Had water damage, needed to order three boxes of a laminate I'd purchased four years ago. The store no longer carried it. Brandy started researching my old order, found the vendor, the SKU numbers and found what I needed on a consignment boat in the Houston port. Ten days later I had the stuff delivered to my store. She was professional, went WAY beyond the call of duty, and understood how much finding that same laminate meant to me. Can't vouch for everyone, but CAN vouch for her service. read more

Great selection and a couple of folks who are knowledgable, but for the most part no one is able to answer questions and it takes FOREVER to get checked out. read more

I'm not sure why this place doesn't have more stars, but I think this place is awesome and their staff is top notch. I've been in there at least 20 times in the last 4 months and everyone was extremely helpful and knowledgable. I've never been in a store where everyone was so eager to help. They have a great selection of flooring and tile. The prices are great and sometimes half the price as Lowes and Home Depot. Give this place a try. They get real busy, but if you find a sales person they will be more than happy to help you. read more

Love this place! We purchased backsplash tile online, had questions about product and order, so we went in to the store. Staff was friendly and helpful. Bobby and Brianna both went above and beyond in finding enough of our tile to allow us to pick up our order in person, saving our contractor time and me $$$! We will DEFINITELY be back for our next project. read more

Recently, I was having a heck of a time trying to get a bamboo floor product they have on display. They said it had been discontinued with no replacement item? *#$@? FAIL! why do you have it on display? Anyway, apparently they still had enough at another store out of state, but most of the "Managers" there were not interested in helping customers or making sales and moving discontinued inventory out. I eventual found one guy who was very helpful and a really reasonable guy. Bobby Barnet. He probably saved me as a customer. So, eventually, he help me get the product I wanted. Thanks Bobby! read more

Thankful for Caryl's help today. We are redoing the tile backsplash in our kitchen and she was able the help us make those decisions. Great customer service throughout. read more

Worst customer service I have EVER experienced. Especially their employees Taylor and Abigail. They were both really and had no respect. Instead of resolving the issue, they both just walked away while verbally attacking me. Also, the store is a mess, stuff is wrongly marked and you can't find half of the stuff they claim they have. I will NEVER shop here again!!! read more