I had a great customer service experience w Floor and Decor in Boston and assumed I would receive the same in Hyannis. Bad assumption. When I arrived to pick up my small online order 20 minutes before closing I was told that I was too late and they did not allow for orders to be picked up at that time. I let them know that my contractor was coming in the morning and I had just driven down from Boston and got stuck in some traffic. They insisted that I could not pick the order up and I would have to come back the next day. Finally, when I spoke with another employee, they said it was OK for me to pick up the order of five boxes of floor planks. The kid who pushed them out to my car, stood and watched as I loaded them into the back of my vehicle. My contractor installed the floor and just barely had enough because there was one box with several broken pieces. He used what he could from that box and instructed me to bring the remaining broken pieces back to floor and decor. When I brought them back, I was told I could not return a partial box. When I told the woman that they sold broken flooring, she said I needed to return the entire box. However, we needed the 3 unbroken pieces to complete the floor. She would not budge on the issue and told me she would be fired if she gave me a credit for the broken flooring they sold to me because it was not a full box. Here is the "logic" send my contractor home, return the full box of mostly broken pieces that floor and decor will throw away or maybe sell to another customer, get another box, call to reschedule my contractor to return weeks later to complete the job or salvage what we can from the box while my contractor is doing the job and return the broken stuff later. Floor and Decor would habe is choose option A. Sell broken goods, make things more difficult for your customers, and then say you will be fired if you take a minute to understand the customers point of view. read more