Floor & Decor

"The selection of tiles are a plus, but when we were picking up tiles from display the woman employee came, she said she is a manager there and she didn’t want us to pick up tiles from display because she said they don’t have a lot of carts, although there were still three there available by entrance and she thought we will damage some tiles while loading. I tried explain to her that we need just a couple boxes and 4 pieces of bigger tiles so we don’t want to waste our time to wait for someone to get info and loose time for them to gather everything from storage. Another thing in storage there are tiles that people return as well so that is another reason we were getting everything from display. She was not polite and very rude by walking behind us at every step we took. Very unprofessional at this point. The other store employees were very nice though. She needs more training how to speak to people."

"My recent visit to Floor and Decor left much to be desired, primarily due to the appalling state of their restroom facilities. Upon entering the bathroom, I was greeted by an unpleasant odor that immediately set a negative tone for my experience. To make matters worse, there was a glaring absence of essential amenities such as toilet paper, which made the situation even more inconvenient. While my intention was not to solely judge the store based on its restroom conditions, the lack of basic hygiene standards reflects poorly on the overall maintenance and customer care at Floor and Decor. Despite not making a purchase during this visit, I can confidently say that I will not be returning to this establishment in the future, as the availability and cleanliness of restroom facilities are crucial factors in determining my satisfaction with any retail environment."

"This store is not run well at all. Every time we have called about our order, no one answers the phone. It takes 30 minutes to even get them to pick up the phone. We have a $10,000 job with them. After we figured out what for we wanted we placed the order. We were called to tell us it was in and asked when we were going to pick it up. We reminded them they were going to deliver it. We had over two and a half tons of flooring. The store rep told us, "oh we did not charge you for delivery. I said no problem go ahead and charge us. We started for delivery the following Wednesday. She said the would call to confirm the morning of. I took off work so I could be home for the delivery. We had not heard anything and it was after 10 am. We tried to call the store. Both my wife and I. It took us until 11:15 to even get someone on the phone, what a joke. When we got thru, they told us it was not even scheduled for today. It turns out the rep I talked to never ran the charges or set up the delivery. After some heated discussion they agreed to deliver it the next day. During the install our installer said we did not have enough glue. I called the store, same issue it took 36 minutes and multiple calls to even get someone on the phone. They checked inventory and said the only had 2 in stock. I asked if they could pull one and put it name on it and I would pick it up in the morning. They had to go ask a manager if they could do that. They said they would do it. When I got there no one knew anything about holding the glue. They looked at the pro desk, that is where they told me they would put it. Not there, they checked several other locations where they might hold it and nothing. I am so pissed at this point and I was fully expecting to find they sold it. Finally we went to where the glue is kept for retail sales and sure enough there were 2, 5 gallon buckets. They never pulled it. We have worked with the Gurnee store and no issues, they answer the phone and help you. We had them pull a box of wood and hold it for us and when we arrived it was right where they said it would be with our name it. If you want to avoid frustration stay away from the location on Randall road. This location is horrible. We are still waiting for a manager to call us back regarding the delivery charge. We asked to have it waived since I had to take off work twice. At this point I think we are going either file a complaint with the BBB or talk with corporate office. Update, they ended up taking the charge off. Update 1/29/24. We went in just looking around for some ideas. All was well this visit."

"VERY UNFAIR RETURN POLICY! I bought 15 boxes of back splash tile and had one extra box that I tried to return. From this box 6 tiles were defective. They only accepted return for the six defective tiles. The four extra ones they do not accept. They only accept returns of a full box. This is a new and unfair policy starting on November 1, 2023. Be very careful with your measurements so you don’t buy any extras on your next project. VERY UNFAIR RETURN POLICY!"

"⭐⭐⭐⭐⭐ Had a fantastic experience at Floor and Tile Decor store, all thanks to Lukasz. He was incredibly knowledgeable and professional, taking the time to explain the herringbone pattern tiles for our fireplace. His expertise made our decision-making process so much smoother. Highly recommend!"