Florida Design Works 9093 Philips Highway, Jacksonville, FL 32256

"Several months ago, my experience with Design Works started on a positive note when I visited the store to explore tile options for a project I was working on. Nikki, one of the staff members, assisted me in finding a suitable tile, and I placed an order with her. However, things took an unfortunate turn the very next day when I realized the tile wouldn't work for my project. With hopes of canceling the order promptly, I called the store and left a message for Nikki, requesting her to cancel the order and get back to me for confirmation. Given that it was within 24 hours and to avoid a hefty restocking fee, I assumed this would be a simple process. Regrettably, days went by, and there was no response from Nikki or anyone at the store. Growing increasingly concerned, I tried contacting Nikki again and left another message, emphasizing the urgency of the matter. Still, there was no reply from her or any other representative from Design Works. Frustration mounted when I received a call a couple of days later, notifying me that the tile was ready for pickup, yet they had no knowledge of the canceled order. They assured me Nikki would contact me, but once again, no call came. After weeks of fruitlessly attempting to reach them, I received an email from Nikki, requesting an explanation for the cancellation. It seemed that my messages and attempts to cancel the order had gone unnoticed until this point. Finally getting through to Nikki, I expressed my frustration over the lack of communication and the order's mishandling, leading to unnecessary restocking fees. In an attempt to resolve the matter, Nikki advised me to email her and the manager, Luis P., detailing the poor communication that had taken place throughout the entire ordeal. I followed her advice and composed a message, but to my dismay, Luis P. did not respond to any of my calls or emails. The ongoing poor communication and the absolutely terrible customer service from Nikki, Luis, and the Design Works staff have left me deeply dissatisfied. Unfortunately, this experience has compelled me to take my business elsewhere for my upcoming $100k+ kitchen and bathroom project. I cannot, in good conscience, recommend or refer anyone to use their services. Improved communication and more responsive customer service are essential for any business, and I hope Design Works takes this feedback seriously to better serve their customers in the future."

"We recently re-did our kitchen countertops and worked with Alithia. She was communicative, understanding and patient. The work was completed quickly and our countertops look amazing!"

"If you’re looking for tile selection you need to visit this store. Excellent customer service & huge selection. Ask for Pamela. She’s very knowledgeable, very patient and goes out of her way to help."

"I worked with Katie and Jessica - both professional and efficient. Without their assistance, the selections for my new home would have been overwhelming. It was a great experience and great products. I highly recommend Florida Design Works."

"Buyer beware. This business doesn't understand the concept of service recovery or customer service. I had 2 shipments of cabinets that were too damaged to install until the installer stitched together a full set of cabinets out of the two shipments. A lot of the cabinets still had flaws and cosmetic issues but after the install being delayed by more than 3 months I had no choice but to proceed and make the best out of a bad situation. I had to insist on getting Kraftmaid involved and even when I did, they refused to give me any contact information for the Kraftmaid rep; saying they don't deal with the homeowner. To add insult to injury, they had an attorney file a homeowner's lien when I refused to pay full price for the cabinets. I'm looking forward to telling my side of the story to a mediator. I should have followed my gut instincts when I visited their countertop department as we were designing our cabinets early this year. I visited the department on 3 different occasions and no one even asked me for my name or what I was looking for so I took my countertop business to someone else. One of the times I was there, I actually asked for a tape measure and still no one bothered to ask if they could help me. I should have done the same thing with my cabinets."