Customer Service sucks in this store, more to that even the Asian looking Operations Manager has a very big attitude... These people have no idea about customer relations and cannot thoroughly explain the issue; they are clueless about tax abatements and completely ignorant about other store policies! They won't even bother to research or ask other higher ups but too quick to jump with the attitude and aggravate the customer even more!!! This store is also missing different products. We totally not recommend to use this store! read more

Thank you, Floor & Decor, for making my visit so easy! First of all, the place is super clean and organized for a "warehouse" of flooring and home improvement materials! I went in with my two very young children, and was pushing one in a stroller. An employee, Jocelyn, immediately came to help me find what was I was looking for. She even pushed a cart along beside me since my hands were full. Their prices can't be beat, and I will definitely be returning as I continue progress on my home! read more

Every time I come here it's something. My husband and I decided to order on-line. We receive an email saying " Your order is ready for pickup at:". When we get there, the gentleman that works there says "it will be 20 minutes, go to Door 6". When he said 20 minutes, I was like . So while waiting, I'm thinking, this place must lose so many customers because who wants to wait. The guy should have gave an option, saying your order is ready but we only have one door loading. If you'd like, we can bring it to the front and you can load it. I truly think the manager needs to place an order thru Home Depot or Lowes, so they can see what efficiency is. Last order being placed, it's always a frustrating experience here. Nice tile, good pricing on some things, but can also get the same at Home Depot or Lowes. read more

Wonderful experience with Floor & Decor. Brian Reis of the Pro. Service helped us to get the hard to find custom made wood threads. Very responsive, professional service! Highly recommend read more

I am giving this location 5 stars even though I was not happy with Marybel in Design services. 5 stars go out to Leyla and Isiaha. Truly an asset- friendly, helpful, enthusiastic,hardworking,resourceful, and a pleasure to deal with! Store is certainly woman friendly! Look for Leyla and Isiaha when you go in. Albertys, the trainee in Design Services was also very helpful and interested in providing great advice and service. read more

...And we thought buying floor tile would be easy. In and out in a few minutes. Think again. Walking into Floor & Decor was like opening Pandora's box. They have so much to choose from, we ended up spending hours there. No exaggeration. Maybe they should call it "Pandora's Floor & Decor". Of course, the things you'll find here are much nicer than what Pandora had in her box. The selection here dwarfs what you will find at any of the big box home centers. Check them out, but make sure you pack lunch, wear comfortable shoes, and set aside most of the day for your visit ! read more

Was forced to pay $1400 to repair a brand new stone tile. Horrific customer service that takes weeks to respond and never resolves anything. I have never experienced anything like this from a company in my life. Considering legal options. read more

I cannot give less than 5 star. Great quality hardwood floor with great quality price. The helped me deliver the floor on a very short notice. Their customer service personnel /cashier Kayla was very helpful . read more

What a waste of time. Don't bother, go to WAYNE Tile or Fuda. They never answer their phone, no one likes their job, no one is trained to know anything and no one cares. Don't make the same mistake as I did. No matter how much money you save you'll lose it in time wasted with these jokers. read more

I wish I could leave 0 stars. I went to return product that had been untouched but just passed the 90 day return window. I was unable to return within the window due to a problem with my contractor and I needed to hold on to everything I purchased . I was floored at how one of the managers, Bob treated my mother and I with such disrespect and spoke to us as if we were idiots. I understand that this is store policy but there was definitely an acceptation that could have been made. Be watchful of the return policy or better yet- take your business elsewhere . Did I mention it took 45 minutes of waiting since they only had 1 register open? Ridiculous. read more

Please beware this store is NOT offering curbside pickup. I checked the Floor & Decor website as well as with the store before ordering, and both say you are offering curbside pickup for safety during coronavirus. So I placed an online order for curbside pickup and made sure I paid in full so there will be no need to come in contact with anyone when I go to the store. Now when I called the store to ask about curbside pickup, they said they absolutely do not do curbside pickup and that all online orders REQUIRE customers to come in!! She sounded surprised that I even suggested it, and said the only curbside option the store has is to YOUR curbside as in you pay to have it delivered home. Firstly, what's the point of false advertising about curbside pickup? Secondly, who gains from this when we know it is not safe? I asked the store to just cancel my order if it involves going into the store, and the agent I was talking to said she would transfer me but they just ended up disconnecting the call. Strange policy and customer service during a pandemic, and it's too bad because they have great tile. Once I figure out how to get refunded, I will have to look elsewhere for the tile as the home delivery cost is even higher than the tile itself! I think they will lose many customers if they keep up this policy of no curbside pickup. read more

Excellent selection at great prices. The positives end there. - The customer service at this location is appalling. When we went in person before stay-at-home measures were in place, the cashier was miserable and clearly didn't want to be there. When I called to deal with something else, and the person who answered the phone was incredibly rude. No "hello" or "how can I help you?" I was greeted by a disgruntled "Floor and Decor" and got mumbled, two-word answers that were not helpful. This person did at least transfer me to another person who was only minimally helpful. I would expect that management would want people who were a bit more pleasant and service-oriented to be the face of their store. - Floor and Decor itself has been a headache. I still haven't received a piece of tile I ordered months ago, but after 3 phone calls with customer service reps, I've given up on that. I ended up ordering it from another company. - I selected a pick-up date for my tile order, but apparently that's meaningless when the only pick-up options "today or tomorrow." If orders can't be fulfilled within that timeframe, it should say, "Your order will be ready for pick-up within X business days. We will notify you when it's ready." People have timelines for their projects and plan pick-ups around work. It's frustrating when a company's lack of clarity causes delays (or, it's possible this particular branch isn't handling order fulfillments well--I don't know, since this is the only branch I've dealt with.) Their selection and prices make it frustratingly difficult to walk away from this store forever, but I really hope they start to step up their game. read more

This review is specifically for the associate Jocelyn. Me and my husband went back and forth to the store three or four times and every time we just happened to see her and she helped us with EVERYTHING. She gave us suggestions, ideas and recommendations. She was incredibly knowledgable about everything and made our choice so much easier. She recommended at the very end we purchase the sealer with enhancer and now we cannot wait to finish our bathroom! read more

Jessica at the help desk and Robert helped me find a tile that was no longer available. They reached out to other stores and found what I needed. Saved my project money and time. read more

I went on line to buy a box of porcelain floor tiles. The price was about $20. When I went to check out, they added $321.00 Shipping and handling. I could not believe it. I sent them an e mail and received a note verifying that they would charge $321 shipping and handling! I paid less shipping a shed! I would never do business with them, they are unbelievable. I found similar tile with a $20 shipping and handling for a box. Thumbs down! read more

This review is for a specific person, Sandy P. My husband and I went to several different flooring stores, knowing little to nothing about flooring or installation. Sandy was the first customer representative we came across who was willing to answer ALL our many questions and give us advice on our project. We learned a lot and left confident about our purchase. We were both so appreciative of her knowledge and willingness to help us. Thank you again, Sandy! read more

Great place. Tons of options. They even have design specialists that will help you coordinate the look your going for. Awesome place.

I usually have a decent experience here (although beware: fully 3/4 of the items in the store have no UPCs), but what a nightmare today. I placed two online orders for Mapei Ultraflex 3 that claimed same-day delivery. "But wait for a confirmation email!" Well, it never came. A week went by without anything shipping and I decided to stop by and check the issue out. The person who helped me discover this was wonderful (and that is the only positive thing I have to say about my experience), but it still took them nearly a half hour to cancel the orders, and I still was not able to get the mortar I needed for my project. Then there was checkout. Two registers open: on one the cashier was having an endless staring match with a customer but not actually scanning anything, and on the other, the cashier was chatting it up on the phone. Ordinarily, stores will open a third register promptly so that people can continue checking out, but not here: no one was able to purchase anything from this store between 4:30 and 5:15. Finally, someone who was clearly not ordinarily a cashier opened up a third register. Props for jumping on it, but he didn't know how to operate the POS, so we ended up fumbling through that order for another 15 minutes. After a walk through the store to find two items that didn't have UPCs and discarding an entire lot of Mapei's Mapesil caulk that turned out to be a full six months past the expiration date, I was finally able to complete checkout. I begin loading items into my car and an entire 10 pound bag of Navajo Brown grout blows up in my face. Only then do I notice that there's a rip in the side of the bag. I'm still scratching my head trying to figure out what could have ripped it between the time it passed through the register and the time I picked it up from the cart - my best guess is that it scratched against the edge of a tile while the cart was bouncing around on the way to the car. I must point out here that the cashier was the one who placed the items on the cart following checkout. I also have to point out that the two bags in front of the one I picked up already had obvious rips on the shelves. I return to the store looking like I had just mud wrestled a hog, only to hear that I can't exchange the bag I just purchased because there is now a rip in it. Despite the fact that this rip was likely caused by the way the cashier placed the items on the cart, I just paid $20 for a mud bath. But the fun is not over - as I'm driving home, white smoke and the smell of limestone begins to fill the car. You guessed it, another bag of grout has spontaneously exploded in the back and there is now Ultracolor grout (in White, which is really more of a very light gray) all over my car. So to recap, they delayed my project by more than a week, I still did not get the mortar I needed, they consumed over an hour of my time to no purpose in the store, I left without the caulk I needed because every single bottle on their shelves was expired, and I just threw $40 out the window for two grout mud baths. I will throw some more money away for a hand vac to clean all the grout out of my car. This not only reflects poorly on Floor and Decor, but Mapei as well. Had this happened at Home Depot or Lowes, where I then went to get replacement grout and thinset, they would have been falling over themselves to make this right. read more

We went to Floor and Decor Wayne shopping for master bathroom tile after having very positive experience of the store in Blanding Blvd, Jacksonville FL. The tile selection is excellent as we were expecting however the in store and checkout staff are DREADFUL. In store assistance was disinterested - even though we were planning to buy several thousand dollars worth of tile Checkout was even worse, inexeperienced staff on a Saturday afternoon they could not locate in stock items for delivery - even though we already verified that there was sufficient on display - in the end we abandoned our prospective purchase and went to Wayne Tile instead - there we received excellent service and completed our purchase It seems that this store is attempting to save cost by employing cheap labor - that will not work If you are shopping for tile in the Wayne NJ area I strongly recommend that you give this store a miss and go to Wayne Tile instead. read more

I purchased 2 prefab carrara marble counter tops, both stained at bottom from being stored outside I assume, stains were not visible when they loaded them, tried contacting store manager Michael Plekach, explained what happen sent pictures and 4-5 emails with no response. Ive been shopping at store for 3-4 years but will no longer give them my business. Mistakes happen how you deal with them says a lot about who you are, as a business as well as a person. Feel totally disrespected! read more

My new bathroom was finally just installed and it looks ahmazing! My partner and I came first popped into this place on a Saturday. The place was a zoo and we ended up leaving after we couldn't find any help. But after getting sticker-shock at a couple of otehr places I decided to give it another shot. Came back on a weekday and was so glad I did. It was MUCH calmer and we were able to work with one of the designers. Corrine helped us pick everything out and steered my partner away from some bad choices he was making ;) She was nice, professional and had fantastic taste. Too bad I had to wait until after the holidays for my installer to be ready! Now that I've seen the finished product, I am obsessed! The bathroom is so beautiful! Word to the wise: go on a weekday to avoid the crowds and make an appoinment with Corrine for design. This place is too big to go it alone! read more

I've been to this store several times and made purchases on three occasions. It's a huge warehouse type store with most or the stock right on the floor where you can examine and load what you want. (There are employees who can help you load.) Every time I've been there at least one employee has asked if they can help. They then leave you alone to look around all you want. There's a help/service desk in the back that is friendly and helpful. Those complaining about service apparently aren't used to visiting a place like this. It's NOT a "big box" store - much better! The selection and prices are good. I looked at the other Big Tile place and what I wanted was special order. Floor & Decor had it in stock for less than half the price. Glad to have found this place. read more

I made a Yelp account just because this place is a huge let down. I've been shopping for flooring for a few months waiting to get my project together and this place gets 1 star for having the best pricing in the area. Thats about it. Service is awful. My installer told me to expect less than average service and long wait times but not to the extent I had experienced. In fact, I couldnt even find anyone to help me at all at first! No greeting at the door nobody offering help. This place is ridiculously understaffed. When I finally found someone who can help me with the rather large order, he had customers piling up asking for help next. He said ok I'll arrange for our warehouse to have this order ready for you in the back but it will take about 45 minutes. I figure why not, theres a mall nearby I'll get some food and come back and it will be ready. Wrong. The person at the back desk said he wasn't aware of us coming back there which is impossible as the front end person had called to confirm a time. Eventually after hearing this child complain to numerous people the person who sold the order came back and he had to go get it ready. If you by chance read this before going to the store, avoid it. For the amount of money that was spent I feel like I was treated like garbage by not being serviced properly and the workers are being ridiculously overwhelmed. Im glad I only bought by basement that day, the 1st and 2nd floor materials will be from somewhere else. Note this was from an experience on 2/20/17 read more

I have shopped here about ten times for tile, marble and wood floors. The stores are huge and similar in size to a Home Depot with all floor and wall coverings. Selection and prices are excellent. The customer service is not as good as the typical local flooring store. If you know what you are doing and don't need hand holding you will love this place. The fancy store in my neighborhood has a 20% restocking fee if you have leftovers. This store has no restocking fee. I also like some other reviewers had trouble getting help on the phone. If they can improve that they will get 5 stars. They do offer free designer help by appointment and that can be very helpful too. read more

A lot of choices for flooring and backsplash tile.The staff is helpful. Jeff is a wonderful salesperson there, very knowledgeable that advised us on a whole lot of things and is has been pleasure to address all our issues with. The cash register lines are on the slow side though. read more

The service is awful. The staff have no idea what they're supposed to be selling. Staff stand around and chit chat instead of offering assistance read more

Wow, this store is enormous with sooo much stuff! Almost too big because it could be really overwhelming! Luckily, I was able to work with a wonderful designer named Corrine. She came up with a beautiful design for our master bathroom, pairing up tiles and mosaics that I never would have thought of but looked amazing! She even helped us pick a paint color! We loved it so much that we went back to her for our guest bath! Warning: checking out and picking up from the back does require the patience of a saint and the level of customer service from some employees can be horrible. But overall I think its worth it! read more

Store manager, Denise, helped my mom and I pick everything out for our kitchen. They have beautiful products and hundreds of options. It's also the cheapest price we have found for flooring and backsplash tiles. Every employee was extremely eager to help and none of them want to see anyone wandering aimlessly through the aisles and have great knowledge of the products. There are designers to help those of us who don't have an eye for matching which is great. There really is no better place to go for flooring!! read more

Underwhelming. Their selection of tile was not so large and much of it looked the same. Alot of stuff on display w no price. I'm the 30 mins I was browsing not one sales person approached me . This was mid day on a week day. read more

Andre was extremely helpful! I went into the store feeling very overwhelmed but he told me exactly what to get (laminate flooring) and immediately recommended a great installer! read more

Terrible, After ordering my in stock floor, had to wait nearly 3 hours for them to load it in my truck. While loading they realized they did not have the quantity that I ordered at that store. They promised to deliver the missing cartons to me the next day. Now three weeks later still waiting and do not have enough to complete my project. read more

Try to get JESSICA as an advisor. I never had such a good experience in any other store. She is professional, she definitely knows what she is talking about. She doesn't try to impose you a style, she just guide you in between the quality and the usefulness of the products. As there's tons of choices, you definitely need someone knowledgeable to help. Yes. They're not really quick at the pick up, but I cannot say they are taking more time than any other big store. I have a small car, so I had to go twice to pick up my whole order. Every time I was waiting about 10 min. for my tiles to come out. Finally they are working with fragile products, you don't want to receive your stuff in pieces, right? You can have most of the items within a minute, have samples as much as you want, return everything you purchased even after a month (90 days returning policy). I really don't know where you can find a beter place with better choice and better prices(talking mostly about tiles, never had experience with their wood flooring items) read more

Oh how I wish they had this store where I live in Rhode Island! I had ordered a few tile samples from the website and fell in love with one of the Carrera marble mixed glass back splashes. I went to order it online, and the shipping charge was over $175. I had business in NY, so I decided to make the drive to the Wayne, NJ Floor and Decor store to pick it up and save myself a lot of money on shipping. This place is enormous! Talk about selection, I could stay in there for days! They also have quite a few bathroom display models, which is very helpful. Prices are very good as well, certainly reasonable. I asked one of the floor employees, Corrine, for help and she stopped what she was doing to help me find my tile, pick it out, and get it on my cart. She also gave me a great recommendation for grout color. Overall, I am very happy and would highly recommend this store! read more

do go there and get all your tiles from there. Leyla was excellent and so was everyone else who worked there. Always eager to assist and help. great selection and awesome tiles. read more

This Evening i was in the Store with my Wife Purchasing Tile , the cashier named Marlene was disrespectful and rude , Standing around on her Phone And talking to me nasty telling me to push up my Cart up when i was asking to get rung up for my purchase , my wife asked marline a questions and she was nasty a customer behind me told her not to talk to customers in that way and marline answer was i don't need to be giving no fucking speaking lessons from a fucking customer . this employee marlene should be fired , i mean fired this is not the 1st time i have come into the showroom and this cashier marlene has been rude and talking with foul language and i have made manager aware with the black vest on . i do expects some kind of disciplinary action because if not I would write this all over blog magazines and friends that I know not to come shop with Floor And Decor this has been the first company that I have ever walked into where a cashier number one is on their phone number two tells my wife in a disrespectful manner to be quiet because shes simply was trying to ask about the return policy and number two when another customer behind me complained she told her that she didn't need no fucking speaking lessons from her how can you run a business with associates that don't even care about your business . if i can rate this place a negative zero i would this has been one of the most Disrespectful flooring stores I have ever been to. Nonetheless a cashier telling my wife to be quiet because she simply asked about the return policy, then you have her tell another buying customer behind me an African-American lady That she doesn't need no fucking speaking lessons from her. in a company where do you think this is OK.I have done my research on who Mr. Tom Taylor is And I will be getting in contact with Floor And Decor and I will be expressing my concerns about this cashier.I will be climbing the ladder and expressing my concerns to Mr. Tom Taylor and Miss Lisa on how disrespectful the associate cashier is in Wayne named Marlene. I have been to numerous of stores and I have sent my clients and I have shopped in a lot of Floor And Decor's and this is the first store that I have had an associate tell my wife to be quiet and tell another buying customer that she doesn't need no fucking speaking lessons I am a palled. This is not the first time that I have given a complaint about this associate Marlene and obviously nothing has been done. This was the most unpleasant Floor And Decor visit I have ever done I am not looking for no gift card I am not looking for anything this associate really needs to be fired because if this is how you run your business and these are the kind of employees that Floor And Decor has employed I don't even know where to begin .I am very disappointed in the customer service that I received today this was like one of the most mortifying experience cashing out ever like I am so lost for words I don't think that I would be referring anybody anymore to Floor And Decor I'd rather take my business to tell America wayne tile PC hardwood flooring and many other flooring companies like Porcelanosa where their customer service is immaculate I have never been in any flooring company where the associate has been disrespectful. read more

I had to go to Floor Decor in Wayne again this evening to pick up an online order which was shipped to the store. EVERYONE I came in contact with was super nice and helpful. From the attendant in the back whom I picked up my shipped merchandise to the cashier (and even the trainee) to the design desk whom I asked a question about grout, who willingly helped me choose a grout color (and I didn't have an appointment) and ending with the team member who helped me load my purchases into my car. This team really has CUSTOMER SERVICE down to a science. As a consumer who is in the business of customer satisfaction, I am so impressed. Keep up the great work! read more

We're ordering $1,500 worth of NuCore flooring and live on Long Island. The shipping price was tremendous, so we opted to drive to the Wayne, NJ store. The first sign that their customer service was terrible began when it was impossible to get information on the product. We would call the 800 number, write, and on one occasion received a response asking if our question was resolved. We said no. Nothing followed. So we decide to just pull the trigger and order. Fine. Call the store that HAS THE PRODUCT IN STOCK. Ask them how large 26 boxes of a particular product would be and if an SUV is large enough to pick it up with. Explained I'm driving from LI. First rep was a woman who was somewhat helpful, because she told me the weight. Second rep explains he can't give me the dimensions of at least one box because he'd have to go and measure it. Ok, so I'm a new customer traveling over an hour to pick up and purchase your product. You can't walk to the floor or the warehouse and give me the size of ONE box so I can see if it'll fit? I gave up. Noticed a chat on their website. Asked the same question stating I called the store and they weren't helpful. Asks me to wait. MANY minutes go by. I ask if she's still there. She says she can't get the measurements and I should call the store. She ends the chat. Gee. Thanks! If ANY other store had this flooring, I would even pay more for it not to have to use these guys. read more

Phenomenal prices, great selection and above-and-beyond service. If you go, see if Brian Reis can help you, he was extraordinarily helpful. But all the people I worked with there were great. read more

Horrible company to do business. Poor customer service skills, no follow-up and provides incorrect information on orders placed.

Great store. !!!! I wish they had one in N.Y. long island fantastic selection !! good prices !! A one stop shop I had the pleasure to deal with Courtney at the pro desk. She was pleasant knowledgeable and eager to help . Please get a store in N.Y. and put Courtney in charge . read more