Floor & Decor,

80 Stockwell Dr, Avon, MA 02322, United States

"I spent $25,000 in Floor and Decor for my new-built house. However, my experience turned into a never-ending nightmare. Promised shipping timelines were repeatedly missed, leaving my house incomplete for months. Creating a snowball effect, delaying other jobs at my house. What truly shocked me was the unprofessionalism I encountered throughout the process. During one phone call, the person who sold me everything, forgot to hang up the phone, and I could hear their conversation about me and my family. They were swearing and using inappropriate language. But that wasn't the worst part. When I spoke to the main store manager about this phone call incident, his response left me speechless. He suggested that this was normal business practice and I should move on. I recommend Floor and Decor Corporate to take this seriously. I am willing to provide proof, names, and documentation about my horrible experience."

"Started out great in the design center, but after ordering we kept getting delayed. Two months later we were calling and calling with no answer as to where our tile was. Quick to sell you tile but the delivery on the order is a jumbled mess."

"This was our first time at the store as we were recommended by our contractor. Immediately when walking through the door we were greeted by Terry. Terry was so funny. He’s a character, bubbly, funny but patient and so helpful! Me and my husband were undecided about the flooring because of the flow I wanted on my tile for the kitchen and bathroom but he stayed by our side for over an hour and was so patient, and knowledgeable! He acknowledged other customers and asked if they needed help but asked if they didn’t mind waiting because he was finishing up with us and it didn’t come off as he was rushing us at all! Terry had a smooth transition talking to other customers when asking them could they please wait or he could find somebody else and to me that’s great customer service! He gave us his honest opinion and we finished shopping and we hope to be back to see him to finish our house projects!"

"If I could give them 0 stars I would. My order arrived at my house. The flooring pieces were falling off the pallet on the truck. The driver asked for my assistance to help hold the 55 pieces from falling off the back of the trucks lift. He asked me to operate the lift and lower it a little. I did and 4 to 5 pieces fell off the pallet and hit me in the head and cut my arm. At least 30% of the flooring was damaged. The driver left without a delivery receipt. They NEVER answer the phone at the store in any department. Only means of contact is a live chat that keeps saying we will receive a call about how they will fix this issue. It has been 2 weeks and we have not received one phone call or hint as to what will be done to make this right. Now we can’t host the holidays because we don’t have all the floors. And we have no idea when we will get them. The customer service is hands down the biggest joke I have ever seen. We are getting to a point now where we are contacting our lawyer to get the $2,500 worth of damaged floors back."

"Very large warehouse with tons of stock and tons of samples. Each sample display is ample size to get a feel for what it looks like. Staff is friendly and helpful. Willing to go out back and option back stock in search of good veining on marble pieces. Highly recommended."