This review is a reflection of the customer service, shipping and delivery after purchasing $6000 worth of flooring from Floor and Decor.
We had a great experience in-store and resorted to purchasing the flooring online for our remodel as the West Des Moines location didn't carry enough in-stock. I believe our flooring shipped from a different store outside of Iowa. We opted to have it delivered as the total weight was too much to haul in one truck load and my husband is currently in the middle of chemotherapy and unable to assist me with the labor. We gladly spent over $600 on shipping and delivery for the convenience as we're over an hour NE of the metro.
A day before delivery, I received a call from a third-party delivery company notifying us that they would arrive sometime in the afternoon. I let the supervisor know that we live on gravel and he advised me that the driver would have to "figure it out" because they "don't deliver on gravel." He was very displeased on the phone and condescending to speak with. On delivery day I was scheduled to be at work, I'm a paramedic and work 24-hour shifts, so I'm not able to be home to assist with delivery; however, we don't anticipate needing to assist as originally we were told in-store that the driver delivers the product wherever we need it.
The next day, the delivery truck arrives and a young driver gets out and tells my husband that he didn't know we lived on gravel; the supervisor never told him. He then lets my husband know that en route to our home he had to perform an "emergency stop" and because our flooring wasn't properly secured or protected in the back of the box truck, it scattered throughout the truck. At this point, we have no idea if any of our flooring is damaged or what might be missing.
The driver attempts to load what he can onto his dolly, but it won't move on the gravel. So my husband, who is exhausted and weak from his treatments, grabs the four-wheeler with the wench on it and attempts to pull the dolly as close to the shop floor as he can. The dolly then gets stuck trying to jump from the gravel to the concrete of the shop door opening. So the driver states the only way to unload the product, is to do it by hand. The driver watches as my husband unloads each box of flooring by himself without assisting him, after letting him know that he's weak from treatment.
The driver then asked him to inspect and count each individual box to confirm the order was intact and unharmed. At this point, my husband is too tired to do this and I find it absolutely insane that Floor and Decor would ask their customers to confirm that $6000 worth of flooring arrived. If we pay for $6000 worth of flooring, that's what should show up - without damage - without question. The fact that we paid for delivery without a delivery is so upsetting to me, that was shipping at best and I wouldn't even consider it that.
After the incident, I attempted to contact customer service at Floor and Decor to find anyone who would make this nightmare right. At the very least I wanted the delivery fee removed from our purchase and a discount on our large flooring purchase that we still don't know if we received. So I called and spoke to a very nice lady on the phone after playing the "press-this-button-for-this" telephone game. She asked if she could place me on a brief hold and I said yes. I was on hold for 1 hour and 8 minutes and then the call dropped from the other end, so someone on the end of customer service hung up. I couldn't believe it. Instead of attempting to call back and explain the whole story again, I used the online form at flooranddecor.com which only gives you 500 characters. I requested a call back, not an email, as there is no way to explain everything that happened in an email or in 500 characters and I think it's appropriate to speak to a person over the phone.
A few days later, I receive an email stating they'll refund half of my delivery fee. Equivalent to approximately $314. No phone call. The email stated they contacted the delivery driver who said he helped my husband move the boxes into the garage, which wasn't true. And that my husband was able to open every box and inspect every piece of flooring, which wasn't true. It's clear to me, Floor and Decor cares greatly until they have your wallet and clearly doesn't care about the longevity of returning customers as we won't spend another dime at their store and I want to make sure no one else makes the same mistake we did. If we could return the flooring, we would. read more
