This store is the worst. Not only they made me pay for delivery between stores, but also despite detailed instructions, delivery company left 13 boxes of wood floor in the middle of the street. Horrible customer service. Super disappointed... read more

Today we visited the Floor and Decor store in Wayne. Our contractor advised us to go to the Pro Desk in the store. We had a lot of questions that our contractor never told us about. Luckily we met Tommy M. at the Pro Desk. For every question we had , he had an answer. Not only was he helpful in ordering our tile, he helped us pick out our grout, showing us different color options. Thank God because my wife thought she liked one color but it was completely wrong with our tile. He not only is knowledgable but patient. Boy was he patient. Thank You Tommy M. We couldn't have done it without you. Nancy and David read more

My husband and I had an amazing experience working with Jasmine from the design team. They were short staffed and fully booked up the day we came in but she worked a miracle and made time for us. We showed her our vision for our bathroom renovation and she helped us pull together the tile for our bathroom floor and shower and we could not be happier with how everything came out. She has an expert eye and very helpful recommendations. Would highly recommend!! She went above and beyond to help us! read more

I am in the process of redoing a few rooms of my house. As a result, I have been to this store so much that they now know me. Employees are very helpful and will direct you and help you with just about anything. The prices are great. You can get anything from wood flooring, tile, decorative tile, corner bead, grout, sealer and every and any tool necessary for complete installation of your product. There is a ton of tile to choose from. You can get pretty much any look you want from wood look tile to subway tile to patterned tile to backsplash tile. What I really like is the full disclosure of the tile. They don't hide where it is made and they openly post the pei rating and design type (inkjet, laser jet, etc.). Another nice feature of this store is that they set up a customer account for you. When you purchase something you just give them your phone number. If you have to return something and you don't have your receipt, no problem, they will look it up for you and credit it right back to your card. read more

I had a great shopping experience as I was very impressed with with the selection o flooring design and options provided by the store. Everything seemed to be organized, staff welcoming and assisted me with a few questions regarding matching color grout, matching door sills, etc. read more

Beware. Even though their "return policy" says you can get store credit after 90 days they would not accept their in-stock products back for store credit. Our contractor took our deposit and disappeared and the $1900 flooring & tiles were sitting in our house for 5 months. The manager said our account was "flagged" and could not get a refund or store credit. We've never purchased from the store before so I'm not sure what was checked. It didn't make sense. The manager only offered to bring the items back to our car. We are still traumatized from losing money to the contractor and then additionally lost money on the floor and tiles we could not return or get store credit. We will never return to Floor and Decor again. read more

The worse customer service. Too early for short and snippy salespeople. Everyone is on edge and going shopping comes with a degree of risk. The last thing someone needs is an attitude from a cashier! Awful start to a day :( read more

Purchase flooring a week or so back was due to pick it up, had truck issues went in to see if there was a way to change my purchase to the state that I needed in. Was unable to do so but was able to extend my pick up date and and confirm that it would fit in my car with the help of Evelyn she was very professional, patient & went above and beyond to come outside to my car. read more

Yeah so don't bother trying to call them no one will pick up. Don't bother doing curbside pick up because no one will come out. Don't bother ordering online because they won't have the tile you already paid when you go to pick it up. read more

I am a contractor & usually go to the Paramus location because it is much closer then the wayne store is to my home & clients. However, I have issues most of the time with long lines, at the registers & difficult to get help anywhere in the store when needed even at the pro desk . I have seen other contractors upset waiting & leaving product behind at the register due to poor customer service or lack of. I recently called the wayne store since Paramus sent me to several depts. with no success of changing a simple remote order. A gentleman named Tommy Mathews answered the pro desk phone & helped me thru this issue in a timely professional manner. He asked me several times if it's ok to keep me on hold while checking into the issue. I noticed a huge difference in customer service in one phone call since Paramus let's phone ring many times before you can get thru. I am writing this review - my first Yelp review -because I'm tired of going to a huge tile store that is not run properly. & secondly bring it to your attention about a good employee in the Wayne location who obviously cares about the clients & his company he works for! I will try to shop more at the wayne location to avoid the long waits & Lack of service at Paramus whenever time permits read more

Less thank adequate customer service. Decided to purchase floor tiling from Floor and Decor instead of Home Depot. Only time I ever purchased from this store and each time I had to go to the store regarding this issue the register lines take forever. They will usually have 1 employee at a register , even during lunch time which is typically a busy time of day. The "Returns" register is NEVER open on weekdays when I have been there! Also, I had to purchase an item that was a "special order" and was told it could take 2 weeks (ordered on 5/14) . I followed up 3 times, always being told it was scheduled for June 3 and the store would call me. After 5 weeks went by, June 19th I was told it was still "not built" from the vendor and Floor and Decor cant control it is the Vendor. I could have had a house built in 5 weeks, this was only 2- 4X72 inch tile saddles! I asked for the "Vendors" phone number, but at least this last follow up time I spoke to Alexis and after taking my frustration out on her (sorry Alexis) she was able to get answers and miraculously my item is being delivered via FedEx in one day. Something tells me the order was never even placed? Regardless, If you have any problems, I suggest to ask for Alexis (if you can get through to the store) . She seems to be the only one who cares, and in addition the only employee. Try calling the store!! The phone NEVER gets answered. I just tried 9 times today alone, which prompted me to write this review. How do you have a store that size, and no access to speak with someone? In one incident the other day I finally got a live person by hitting the option to speak with "receiving" department. I asked for a manager and was told there was only 1 manager and they were busy. I have been in the customer service industry for years. This store needs new management, new employees, additional employees, new phone systems, and some serious customer service training. read more

Very Disappointed. I bought around 2000sq/ft of porcelain tile and Mapei UltraFlex-2 White Mortar"thinset" after 6 months lots of tiles are coming out, the tiles are separating clean from the Mapei UltraFlex-2 White Mortar so my logical conclusion is that Mapei UltraFlex-2 White Mortar is a inferior product. I've done tile for over 15 years and I used mostly Home Depot cheap mortar thinset, but because this was my house I decided to use a more expensive product, expecting it to be better, not worse then cheap Home Depot mortar. This never happened in the 15 years that I installed tiles. I will never go back to Floor & Decor and I'll advise all my customers to stay away. read more

This place has every type of flooring possible. Also many wall tiles. But just like the big box stores. The service sucks!! Not for the customer , for the jerk off picking up the material. Came twice both times over an hour to wait for my pick up to be pulled. That is not good for a contractor. Smh. I will put all effort forward to push my customers towed Wayne Tile. And the ones that don't I will be forced to charge extra cause you loose a half day for loading fee. Smh read more

These employees are the best I have ever encountered. They are helpful and friendly. I bought my dining room and living room floors from them and I couldn't be happier. All home improvement stores should take a lesson from this company. read more

Love floor and decor. Great prices and selections. There was the most amazing worker there, Andre. He deserves all of the credit. He saved me so much aggravation and helped us so much. He was so patient and laid things out for us and was incredible!! Andre seriously deserves so much credit!! He was patient, so nice and so helpful!! Andre thank you so much again for helping us pick our tile. You are amazing!!! :) read more

Erickson helped my mother and I the other day pick out some tile. He was so helpful and what a great personality. I'd highly recommend him and this company. read more

They do have a lot of tile to choose from but they do have cracked tile/wrong colors so you need to search each box. Very, very, very poor customer service and even worse management. read more

This store is horrible!! The service is none existent. I tried last Sunday to ask two different women to help me on the floor and they couldn't be bothered. I think they just walk around pretending to be doing work. Literally the worst service ever!! After getting zero attention I went to Standard Tile and they were 100% better. Stay away from the Wayne store!!!! read more

Have bought a lot from floor and decor in the last 6 months and I have never been impressed with the level of customer service and knowledge of material that the employees have but this last time was awful... I bought about 6 samples of backsplash over the last month or 2 and was informed that I was able to return then once I decided, which was great. Was also informed that I didn't need my receipts bc we are in the computer under my husband's phone number, which records our purchases for future reference or returns. I go in today to return my 6 or so samples and was asked if I had my receipts and I said no bc I was in the system. The woman rolled her eyes and started lecturing ME on the efficiency of having receipts! Literally look her an extra minute and a half to find my original purchase and get them returned onto the credit cards that I had used. While she was lecturing me she called over 2 female employees who were busy chit chatting about something now pertaining to work and asked them if they informe customers about not having to have receipts for returns....? The one employee responds by saying, "no, they just choose not to bring them in and blame it on us." Really?? Really?!?! Thank God my brother in law is always around to answer my questions about floor and decor's products... and I'd much rather have no customer service than that sad excuse of good customer service read more

Both times I shopped in the Wayne store, the "customer service " reps were extremely rude! I asked a cashier if this line was open because I had a return and had to use the regular line. I stood there for a few minutes before I asked. The customer service rep said very sarcastically " The light is on isn't it? That means it open! " She continued to ignore me and chatted with a coworker. Very unprofessional! Needless to say I will never shop here again! read more

Very disappointed in the safety staff today. We had requested to take a second pallet of stone down from the very top shelf since every lot of stone is varying very much and we were looking for the darker variation of stone that we had picked out a few months prior. A few associates that day had mentioned to us as well as our mason that each pallet of stone can vary by dye lot. The associate Sam and a few others were very rude and argued with my wife and I about taking the pallet down. It seemed they just didn't want to do any work that afternoon. I almost left and decided to never shop at floor & decor again but they very begrudgingly took the pallet down for us and didn't even let us pick which boxes we could take but handed them to us before putting the pallet back. I'm upset with this experience and will likely not buy from here again. I hope you can better train your staff for the next customers. read more

Warning! The warehouse steals orders! They said they gave our order to someone, but our contractor was at home at the time, as were we. Had to file a police report because the store manager wouldn't help us. They said they checked the person's ID, but didn't verify it was us or our contractor. Thieves in the warehouse, cover up by management. Shop here at your own risk! read more

Love this place! They have such a large selection and you can't beat the prices! Not only do they have tile and wood, but also decorative pieces, functional pieces and supplies. I came for my kitchen and bathroom and would recommend it to anyone! Definitely give it a try. read more

Wow, as I was looking for that special touch for our kitchen , I found this place online, the drive was 2 hours away. Our experience was great! We met an employee by the name of Jessica!! She was vibrant and knowledgeable (and not only about tiles), she made us feel very comfortable. I came in with a vision and she bought it to life! I honestly hope this is just her summer job, because she really had all the attributes of a manager or even a vp of the company!! Passion, dedication and personality!! read more

I went to return a box of tile during COVID-19. Pick ups and drops offs were moved to the back. When I pulled up they asked me to go to one of the loading docks and someone would be with me. I waited for 30 mins. No one else was in Line before me. Finally some big guys came out and was just rude; said we had to unload the car. Ok no problem, but we were waiting for someone to give us direction. Waiting on them. We unloaded the box and he asked for the phone number the purchase was on. We gave him 2 numbers and he told us we can foams we will get an email with the receipt. We left. 5 min later I get a call on my phone. It was the same ride guy saying that the number we provided was incorrect. I gave it to him again and he said he had a number wrong. The. I asked if he had the number wrong why did he tell us to leave and tell us it was being processed? He say "why you being rude". I asked a question because that would Have resulted in me not receiving my refund. And I said no one is being rude, why did you tell us to leaves. We waited 30 min. Then he said you didn't wait for 30 mins. And then be hung up. Just rude and disgusting. I called back floor and decor and instead the person who picked up tried to justify his behavior. Floor and Decor maybe start hiring people who actually want to work. If your managers and staff doesn't care that's sad. I understand everyone is having a tough time, but everyone has been extra nice. These people were just disgusting. Terrible customer service. I hope that someone responds this. I would like to speak To a district manager. I would understand if 1 person was rude but everyone. That shows Bad leadership read more

The Wayne location is HORRIBLE as compared to the Paramus location. Don't go to this location if you have a choice. The workers in this location is lazy and unhelpful (ie. don't bother trying to get help from Anthony on the floor and Alexis in the warehouse). They are miserable. They will not help you. Most of them are trying to avoid eye contact and missing from the floor. There are times when I was here and the computer would show inventory - showing over 1000 pieces in stock, yet almost none on the floor. And when I asked an employee to help check on whether they have any in stock in the back, they told me immediately that there is just none left, without even trying to see if any is in the back. This isn't just one employee or a one time experience I have, but I have experienced this several times with different employees, so it's a cultural thing at this store. I have no choice but to come to this location sometimes, because it's open on Sundays and it's the only time I have free to shop for tiles on some weeks (most specialized tiles stores are closed on Sundays). On weeks when I can shop for tiles on Saturday, I skip this location and go to the Paramus store. The other advice I have is that if you place an online order and have no choice but to choose the Wayne store as your pick up location, make sure you get a verbal or email confirmation before going to the store for the tiles. The employees here didn't fulfill 3 of my online orders in time. One order was delayed for 4 days! Since I had already experienced them not picking my orders in time, I had called the store for 3 days straight to check on the order. Each time someone in the warehouse said she will have it ready by the next day and then it wasn't. The last person I spoke with at the warehouse was Alexis and she was rude and dismissive of my concern that my order had already been delayed for 4 days. I finally had to call Online Customer Care to help with fulfilling my order. The Paramus location is like the opposite. The people there are very helpful! I have employees just coming up to me to see if I needed help. I will write a separate review on the Paramus location. Go there!!! Skip the Wayne location. The manager at the Wayne location needs to take a page from the Paramus manager. read more

Doing a kitchen Reno, we thought we wanted LVT our contractor told us to go look at Core-tec floor. It wasn't what we were looking floor. Andre has just laid out an engineered hardwood floor in different lighting and what a difference it made. We purchased the floor and it looks fantastic! Our contractor loved it, it was easy to lay down and looks great! Go see Andre, more than helpful, knowledgeable and his enthusiasm is contagious! I wish I could post a picture! read more

The place has overall a nice selection of tile at an affordable price. The only problem I have is the checkout and return lines take FOREVER, making a purchase or returning should not take as long as it does. read more

I keep coming back here despite bad customer service because of the great prices and selection. Very painful dealing with the warehouse..zero sense of urgency for a waiting customer despite an abundance of staff. If you need sales help, look for Andre. He is one of the few employees who truly cares about the customer. If there were more people like him here, this would be a no brainer five star review. He's the only reason for the two star rating here. read more

While the store was helpful and had excellent choices I ended up buying elsewhere. Installation prices were outrageous (included a $1000 "access fee" because I live in a condo". read more

My wife Sandra and I would like to give more than five stars to the service and professional attention we received from Albeirys Francisco. We are very happy for the great ideas of Albeirys ... and we are very anxious to see our finished bathroom project..... I will recommend this place and its designer to all my 325 co-workers!!!! Thank you!!!!!! read more

Great service. Especially by Denise. She took so much time with us as we were choosing floor tile for a kitchen renovation. Amazing selection! read more

I had an awful experience with this store. I placed an online order to be picked up in the store. The website showed there was ample inventory of my desired tile, ready for pickup in the Wayne store. After several days of not receiving any notification of my online order being ready, I phoned the store. No one answers the phone! I called several times over the course of a few hours before someone actually answered the phone and when I did get through, the woman was totally rude. The receiving dept could not locate my order but said their system showed it was there. I was promised a call back in a few days & never got one. I left another message & again, no return call. When I finally got through to the receiving dept again, over a week later, the man was arrogant & rude. He actually lied & said he "called but didn't leave a message" There was no missed call on my phone. Why wouldn't you leave a message??? Cause he was a bold faced rude liar! Do not shop at this store - they are rude & have the worst customer service I have ever experienced. On a bright note, I called several times today & finally reached a nice girl named Shadia. She was kind enough to listen to me & cancel my order. Thank you Shadia. I wish you the best working in that awful place. You were the only person I encountered that treated me fairly and with kindness. You deserve a big raise girlfriend! Others should follow your example! read more

I called to inquire about quantity stock on a pretty hefty priced $17sf marble tile and the woman who answered the phone after about 20 rings, puts my on hold and never came back on. F&D needs to reassess their customer service because they just lost a decent sale and frankly all future sales from me. They need to understand that this type of situation is all it takes to lose a customer for good. I don't have time to deal with this nonsense when there are hundreds of other suppliers competing with them. read more

My husband and I just spent a wonderful and informative hour with sales person Dally. I just want to say how helpful and professional she was with us. Dally is very knowledgeable and strong lol. My slim built husband was putting the porcelain tiles in the shopping cart and she kept offering to help him. Dally also was nice enough to acknowledge other shoppers looking for help while paying close attention to us. That really impressed me. I would hire Dally at my organization if I had an opening. She is the kind of employee employers need. Thanks so much. read more

Good selection but extremely short of staff no matter what time and day you go there is no one around in the aisles to help a "non contractor" regular person to answer questions or provide suggestions or feedback! read more

this store does not deserve even one star, based on my experience the worse store in the united state. the sales person does know any thing. i did my order 10 days ago and as the sale person told me "i have to recive my order on a view days", i wait 10 days , when i called to ask about my order is worse customer service ever, they are not able to solve the problem. becarfule do not do shopping of there. read more

I've been to this Floor and Decor location several times and to say that their service is slipping is an understatement. We've re-done the majority of the flooring in our house over the past few years and used them every time. We are currently renovating our kitchen and went to them to purchase marble countertops. There was no one in the countertop section of the store which was not a problem but there are signs to ask an employee for assistance which is appreciated during times like this. We did find one employee (Miguel) who was willing to help and gave us a card and sku number for the countertop we were looking to move forward on. He told us we had to go to the cashier at the front of the store to set up a time to get a measurement for the countertop and move forward with the rest of the transaction. Upon getting to the front of the store and waiting in line to check out (side note: there are two employees working one checkout lane with a huge line of people to checkout. Neither employee felt the need to separate to open a second line) we presented Terry (one of the two employees) with the business card and sku number that was given to us by Miguel. She proceeds to pull her mask completely off her face (not one bit COVID compliant and directly next to my 8 month pregnant wife) and asks "what do you think you are doing? There is process that needs to be followed here and you can't just come up here to order a countertop." Understanding it was a strange instruction to go to a cashier to order a countertop, I apologized to her and said I was told that I was instructed to do that. She proceeds to not believe someone told me to do this (as if I wrote the sku number and instructions on the business card myself). I told her someone in the back told me and she proceeds to question who in the back as if I knew all the employees of the store. I had to find the employee who told me just to get his name. I told her who told me and she proceeds her lecture of me not knowing the process in front of the massive line of customers waiting to check out with her and the other employee who seemed to miss their customer service training upon employment. Terry is the sole reason I will not be ordering any countertops from this location and also why I will no longer be use this company anymore. No customer (as long as they are being respectful) should be treated like this. Do not shop here. Not worth the risk or being belittled by people like Terry read more

I don't understand what previous reviewers are writing. I was in the store today and had a great customer service experience. The sales associates came over to me looking to help me pick out tiles, as well as offering to help carry them out of the store and lay them in my truck. I honestly could not have asked for a better experience. The only thing I felt bad about was not tipping the person who placed all of the tiles in my truck. read more

We set up an appointment with a design consultant, Narkide. She was very helpful and patient with us, really transformed our experience. We were able to pick out the perfect tile for our bathroom. We even had to go back a few days later and exchange some items, luckily she was there and even though we didn't have an appointment, she spent over an hour helping us again. Now we are in the middle of rennovation and I am so excited to have a gorgeous bathroom! read more