I've been in 3 different stores (2 in NJ) but I'm giving this store 5 stars because of the exceptional customer service I received from Terry. We were immediately greeted, he was patient, knowledgeable and helpful!! read more

I contacted this store yesterday in a panic and a fantastic employee went to the trouble to see if they had a few pieces of a certain shade of marble trim that I desperately needed . He let me know he thought they did. Today I drove 50 miles to the store. Charles and the team greeted me curbside and took the sample I brought into the store. Viola- a few minutes later they brought out what I needed and saved the day. Couldn't be happier with the customer service at this location- especially during these difficult times! read more

I visited the Glenside store today and was very impressed. The store has a great selection and good pricing AND stocked items (which is difficult to find with the pandemic and backordered items). The service I received was also very good. In particular, Dustin was extremely helpful and knowledgeable and walked my through my purchase/buying process. I will return! read more

I have no doubt that many people have had great experiences here, but I did not. Not only was the wood floor product that I purchased of such poor quality that my contractor stopped mid job to tell me it was the worst he'd ever seen, but the refund took over a week to process and return to my credit card. This wasn't the end of the world, but I did have to put several thousand dollars on the card for other parts of my renovation and it was just annoying for it to take so long. read more

Poor customer service. Definitely lost my business for flooring i ended up going down the road.

First time visiting this store. Shopping around for tile for a bathroom renovation. On a Sunday there were plenty of helpful, knowledgeable and very pleasant sales people to assist us with everything we needed to complete the project. They had a great selection with extremely competitive pricing. We walked away with all we needed and were very happy customers. Terry was our knowledgeable guy and seemed to be very popular with repeat customers walking by. We'll be back, for sure! read more

Terrible return policy. We had a wood flooring project, and in the middle of it, we discovered several boxes were damaged from the straps used to hold them to the pallets in the store. The store would not return them due to their buyer beware policy. Not only is this a terrible policy, but the manager, Clive, was so rude that he couldn't run away from us fast enough. He snapped that it was on us to inspect everything before we purchased it. How could we inspect sealed boxes that were being loaded for us? Poor customer service, management, and policy will keep us from ever returning here. read more

We went to this store to purchase 900 sqft of porcelaine tile for our Rec/Game room. After telling the salesman what we were looking for he switched us to a vinyl strip floor called NUCORE. We purchased it based on his recomendations and installed it in our home only to find that after laying 2/3 of it there were multiple scratches appearing on it. We used furniture pad movers on the pool table but it still scratched and we found scratches at all the entrance areas. We stopped what we were doing and took back all the unused floor back to the store for a refund. After receiving the refund for the unused portion of the floor, they told us to send a copy of the receipt and pics to J Brownley in order to file a claim. We later found out that J Brownley was the store manager. We did so and after several weeks of unsuccessful attempts to reach her to verify she received our information she finally answered. She told me she needed more pics and that she was going to attempt to get some credit from the manufacturer. She stated "That she was not going to take the hit for this." I stated that the least she could do is exchange it for tile or give us some type of discounted price to satisfy the claim since it was her people that baited and switched us on the product. We sent her more pics and after 2 weeks tried calling her again. for several more weeks our calls went unreturned and after speaking with a floor manager several times we finally got a email from J Brownley denying our claim. This is what her response was: Dave, I apologize for the delay in response but I was trying to figure out how I might be able to get this approved. The reality is that your claim will be denied due to the evidence in the photos that the floor is not protected from the effects of moving furniture. As I discussed with you the first time, the directions clearly state that there should be furniture movers/felt pads on all furniture to protect the floor from scratching. The pictures show the scratching of the floor leading right to the legs of the furniture, further evidencing that the problem lies in the lack of protection, not in the floor itself. I have received no other claims on this floor and have sold numerous pallets from the same batch, which also leans to there not being a problem with the floor itself. I am attaching the information from the box as well as the warranty which shows that the manufacturer does not cover scratching in the warranty. If you would like to take this claim further, you can hire a "certified flooring inspector" at your cost to provide you with an inspection report with the inspectors opinion of what could be deficient with the floor. Once an inspection is completed and provided to Floor & Décor, a determination can be made as to whether or not compensation will be provided. If it is found to be a manufacturer defect, the cost of the inspection will be compensated as well. Please let me know if you have further questions.Thank you- Jen Brownley General Manager/CEM Imagine being the homeowner and attempting to do what she is requesting after you have spent all your money on a defective floor?, I sent a email to corporate and after 1 week with out a call back I called the main corporate number and after telling the girl that answered what my problem was, she placed me on hold only to come back and say, Since your claim was denied, their is no one for you to talk to and that is final, Have a nice day. This is their customer service? Never will I send a customer to them again. Check with their competition as since this has occured we have found their competitors offer satisfaction guaranteed. read more

Top Notch Customer Service! Associates at this location are very knowledgeable and helpful. Special recognition goes to Angela Hendricks, the awesome Design Consultant, who did an outstanding job helping me & my husband design our bathrooms! She is VERY knowledgeable, very patient, considerate, and the perfect example of how to render excellent customer service & being accommodating to the needs of the consumer. I couldn't thank her enough for all of her help. Every answer & suggestion was presented with a smile! For an indecisive customer like myself, her efforts were very appreciated! read more

John in Pro-services and Kevon in Flooring Department were very helpful while I was returning items I ordered. I had no idea what to do, but Kevon was very helpful and helped me order exactly what I need. read more

This place is amazing. We tried several other tile stores in Richmond, none compare to service or price. The store has a large selection of tile. The staff and designers were fantastic. We tried putting our shower tile design together 3 times on our own and could not agree until we had help from the design team (on the 4th trip). After the finalizing, we found one of the tile was out of stock. The staff quickly called the Virginia Beach store and reserved enough for our project. Because of the extra effort, we did not missing a beat with the renovation. Thank-you! read more

STAFF DOES NOT KNOW THEIR PRODUCTS. Do your own research if you plan to shop here. I recently bought wood flooring for a commercial space. I explained the project in detail to a designer and a sales associate, even showing photos of the space and telling them I had never purchased/installed flooring before. I expected "expert" advice. Both were very nice, but in hindsight were completely uninformed about the products. I had to return half the flooring because they would not lock with the other style I purchased to create a pattern. Then when I was loading my truck, the manager Clyde told me the flooring wouldn't work AT ALL in my commercial space. Clearly frustrated that I was only learning this after my third trip to their store, he tried to blame my contractor, saying he should have been with me and my installer for not knowing the flooring needed transition strips. (My installer read the instructions cover-to-cover; they said nothing about transition strips). I was able to get what I needed to make the floor work, but only when other sales staff helped me, because Clyde walked away and never returned to make sure I was satisfied with the issue. What should have taken a few days set us back a week. read more

We were at the store for more than two hours trying to figure out how to design our master bathroom. Tony was helping us and he was so kind and had so many wonderful ideas. We never felt rushed and he always had a positive attitude. Because of Tony, we will make this our permanent store for all our floor and tile needs. Kudos to the company for hiring such a knowledgeable employee! Thanks again Tony!!! read more

We worked with the designer Delores Keebler, she was amazing. We basically told her our thoughts and we got to sit there while she brought us a ton of different tiles and accent pieces. Everyone there was very helpful and loaded everything up for us. Even if you can't take it home right away they'll store it for you! Will definitely be back . We used them for our 3000 sq ft house 4 bathrooms and all flooring! read more

I really like that items are in stock and available right away. There is a large selection at reasonable prices (a lot of marble choices). The customer service here is great. Every time I go I am asked at least a few times if I need any help while browsing the aisles. At other places I have to go seek help. Their return policy is very generous. I have to admit I'm pretty indecisive but I know the tile I pick will be on my floors for the next decade, there's a lot of pressure to pick a quality product that won't look dated as the years pass. The large selection is appreciated and the staff always makes me feel welcomed (even after my 20th visit). read more

You should really avoid this particular store (and probably their online store) if at all possible. I'll start w/ the retail store in Richmond: We needed 13 white oak flush mount floor vents. They only had 10 in stock and refused to ship us 3 more w/o us paying shipping costs. I'm sorry, but if I'm already purchasing $200+ of items from your store, and your stock is inadequate to handle my entire order, you should eat the shipping costs, not me. But, my bigger issue was: While discussing the vents w/ one of the employees (a male, probably in his very early 20s), my 4 year old began playing with some paint brushes (that cost about $4 total) IN MY CART, which I fully intended to purchase (which is why they were in the cart). He started unwrapping them. The employee went into a huge panic, ran over and jerked the brushes out of my child's hands and said, 'Buddy, leave my stuff alone,' in a VERY stern manner. REALLY???? You're going to snatch things from my child's hands and discipline him? I was SO FURIOUS. I told the employee that we were purchasing those items and that I would take care of disciplining my own child, not him. I brought this up to the assistant manager at the front, who said they would speak w/ the employee. I can't describe how furious this made me. I would have walked out and not purchased anything, but we were desperate for these vents. So, we had to order 3 more online. And pay shipping. And they shipped us ONE white oak and 2 RED oak vents. DUH. Now I'm working on the painful process of returning the two erroneous ones and getting 2 correct ones. And these are the reasons that I advise you to stay away if at all possible......it's just not worth the hassle. If I had it all to do over again, I would have paid the $6 extra per vent on Amazon......Lesson learned.... read more

They treat you well whether you are buying a lot of tile or just a few pieces for a tabletop.

I was very happy with the personalized attention and service I received. I picked up an order that I had paid for in the Woodbridge location. They were kind enough to stay open later for the order pickup for me as well as give me advice on grout. They carried my order to the counter while I shopped and even got me a cart without my asking. I could not have asked for a more pleasant shopping experience. read more