After many positive visits to Floor & Decor at 8980 Waltham Woods Road, leading to a purchase of $11,406 in flooring, my experience with manager Harold Jenkins today has ensured that I will never purchase from them again and certainly not recommend F&D to anyone!
First the good - we decided to redo flooring in our entire house and made multiple trips buying and returning samples of hardwood flooring, luxury vinyl, etc. Shirley and Kemani were so helpful at the registers. Shirley told me to make sure to look at one sample at a time - and to look at it in all type of lighting. These suggestions were great.
When we finally made a decision, a young man helped us pick out all of the hardwood, padding, quarter round, etc - even though he had to leave early for an appointment that day. The Parkville store didn't have everything that we needed, so he found some at the Aspen Hill store and some at the Potomac Mills store (neither store had everything). A little disappointing to have to go to 3 stores, but we were excited about new flooring.
At the Waltham Woods store most of the order was being picked up by our contractor, but we took some of it with us that day. Two of the nicest guys who worked there helped us - without us even asking!! What a great experience! I wish I knew their names!
Fast forward to today... we have 4 boxes of hardwood that are defective. The contractor marked in the wood with sharpee - most pieces have multiple holes indented in the wood. When the manager Harold Jenkins is called to the register, he says that he cannot take the wood back because the boxes are opened. We tell him the wood is defective. He says if the wood was defective, the manufacturer would have told them to take the whole lot off of the shelf and not sell it. When we questioned this, Mr Jenkins said that part of the lot could not be defective- either all of the lot is defective, or none of it is defective. We opened the first box and showed him the small holes all over the wood. Mr. Jenkins stated that those holes are the reason people wanted real hardwood- well those holes aren't in any of the other wood pieces all over our home that we just installed. Further, Mr Jenkins stated that he can't resell that wood because the contractor marked on it. We DO NOT WANT HIM TO SELL defective wood! We want a refund because it is defective. He will not give us a refund and it's almost like either he doesn't understand what we are saying - or that the only way product can be returned to Flooring and Decor is if they can resell it. So if Flooring & Decor sells you a defective product, you are stuck with it. What horrible customer service!
Dear Store Owner - in response to your response and return policy - how can I tell that the flooring is defective if I don't open the box?
Are you confirming that if I buy defective flooring from your store, it cannot be returned? (Because certainly we have to open the box to know that it's defective.) read more