Floor & Decor

I want to post an honest and positive review.  I'm a homeowner with a large project. We did not have a general contractor because I have been screwed by a general contractor before. I was alone in this monumental task.   I have a huge project where I have seven bathrooms and also a large area where I would need tile. I was scared to make costly mistakes, but looking through magazines, I saw ideas that were beautiful and safe for the biggest investments of our lives, our home. This daunting task was scary from the very beginning but friends and family told me to check out Floor and Decor and see if a designer would be able to help. I learned online that a designer can dedicate an hour or two to help you but that was it. So I initially went to Floor and Decor - Downey and I was introduced to Socorro Ruiz. Socorro was an in-house design that provided free Design Services to clients came in. This service was completely FREE -  you sign up online and meet them during the time. I used her service for free and I felt immediately a sense of relief. Socorro asked me many questions about what I liked and pictures and ideas that I had on my phone. I showed her my Pinterest page with all the ideas that I liked and wanted for the bathrooms. She really listens to me and within minutes she was showing me tons of ideas and asked for my price range. Whats even better an the best is that - Floor and Decor are better than anybody else. It is their conscientious approach to pricing and my budget. I told Socorro that I had a budget and she listened to me and told me where I should be looking there where I should not be looking. Most importantly she also told me some less expensive Alternatives that would be able to work with my budget -  if I cut Corners in other areas- I may be able to pull off the look and save money! Socorro Ruiz was so good to me. She had such a good handle on the products in the store that she knew how to play with my budget and where to cut corners and where the needed emphasis or drama would have to go.  We even had follow up conversations and she called me and ensured I was meeting my goals and budget.    Sometimes we play with our budgets to meet a dramatic look and order to meet a goal of a certain look and or theme. I would say that meeting Socorro was probably one of the best things that happened as a general contractor for my own home project.  At first, I was only going to buy for my master bedroom and kitchen, but  I stopped looking at other flooring places in or tile places along with Fullerton because Floor and Decor's customer service was beyond what I would ever imagine. I learned in the middle of my project that Socorro was being transferred to the West Covina store and I was devastated.   So I followed her there and continued my consults with her in her new store. I've been to other flooring places (home depot, Along State College in Fullerton, One Stop Flooring and etc)   I always felt a sense of pressure from those four-floor places because they obviously wanted to make money and did not really pay attention to my budget and also how to pull off the look with a fraction of a budget.  In-Floor and Decor in with Socorro's tutelage I was able to pull off looks from magazines that look like I spent a ton of money without really spending a ton of money.   I hope Floor and Decor realizes how lucky they are to really have employees who actually care about their customers and they are being paid the same and they give the best service.   I wonder if they even do anything special for these employees, as they go on with the best service without a pat in the back and a smile.   All this for free guys.   Seriously.   5 Stars for Socorro Ruiz and 5 stars to Floor and Decor for hiring people who people like me who are scared and bduget conscious.   Scared to get screwed and scared to make a costly mistake.

I am not thrilled. Went here for a kitchen floor tiling project. Asked someone when I came in where the kitchen floor tile was and they pointed me in the right direction but that was all. I ended up choosing and ordering a tile that turned out not even to be floor tile but wall tile, I had no idea. I chose a marble tile that on the display was all lightly colored, whites and off whites. I took some tiles from an open box home first to try them out, maybe 8 or 10. I loved them, so I ordered all the tile I needed and we picked them up and brought them home. We had our kitchen appliances removed on a monday and put in the living room. We had the tile guys come Tuesday to pull up the old floor and put the backing board down. Wed they started opening the boxes and laying the tile. They had maybe 20 or 30 sf down and there were so many brown tiles, I was so confused. I had them move them around and thought maybe we could use them under the appliances but we would have had to buy twice as many boxes to get all light colored tile as displayed in the store. It was a very different look than what we were sold. So we pulled them all up. We had to ask a few times before we could get refunded for all the tile that we brought back. Most of the boxes were unopened which was not an issue but the tile that was put down and taken up in one piece, boxed back up, was an issue. They finally took pity on us and refunded us the money for those tiles. But we left some on the floor that will be under the stove and of course lost all the cut tiles we used and since we were doing a herringbone pattern and they were small rectangles, there were many. Meanwhile our kitchen is torn apart, appliances in the living room and we have no tile. I went to 8 tile shops in 3 days, on and off cape, not to mention the hours I spent searching online trying to find a tile we liked that would also be quick to get with not much luck. Finally found something at Bellew Tile in West Yarmouth and will hopefully have it by next Tuesday, a week after we started the project. They tile guys can't finish the job now until the following Monday, my son's 9th birthday... so I can't bake his birthday cake and have asked them to come Tuesday instead so we don't have to stay home all day watching the tile go down for his birthday. So two weeks after we started, we start again. Which means we should have our kitchen back and running maybe Thursday. All in all taking 2 1/2 weeks instead of the 4 days we anticipated. Just a bummer all around. And one that could have been avoided if 1. The display was accurate. 2. Someone had helped me by telling me about the very small pieces of paper with tiny check marks for wall and floor tile. 3. Someone telling me where the floor tile was and where the wall tile was and what the difference was. 4. When we purchased the tile someone telling us bc it was marble it would have "different tones throughout the box because it's a natural stone" like a surprise box of tiles. I wish I had known all of these things. I would never have purchased those tiles. I had also come back to get sealant which I didn't know I needed and when I asked for help finding a low VOC, neither employee I spoke to had any idea how to help me. We all got on Google to figure it out. I ended up figuring it out with my husband over the phone with Google's help. Everyone there is VERY nice which I appreciate. But no-one seemed very knowledgeable or concerned with helping to make sure we got what we needed. Really bummed a relatively easy home improvement job has turned into such a fiasco for us. Because of Floor and Decor. I'd recommend to anyone looking for tile to look at the smaller shops on Cape, their selections are so much bigger and the attention is much better. You have to wait for shipping time but if you have the time, I think you're better off. There are thousands of beautiful tile choices out there. Good luck!

If you are looking for tile or flooring you MUST give Floor & Decor a try! Just plan on arriving at the store as early as you can. They have so many quality tile options that you definitely do not want to be rushed in picking out your tile. If Santa Claus needed tiles... he would probably pick them up at Floor & Decor - I am a harsh critic and 5 star reviews don't come often from me. I would have given Floor and Decor 10 stars if possible or whatever the max allowed stars would be. I was debating around 5:30 on a Saturday night if I had enough time to get to the store and get everything I needed before they closed at 7. I arrived to the store and did a quick lap through the tile area to confirm what tiles I actually wanted. I had previously spent a few hour looking at tile and even more time looking online. I had my options down to a few selections and was able to make my final choices pretty quickly. Melissa then approached me and asked if I needed any help. A far cry from the current scene at the other big box stores where employees are scarce and knowledgeable help has left the buildings!!! Not only did Melissa come up to me and "ask" me if I needed help, but when I said I did she actually seemed to get even more energized at the thought of actually helping a customer. I asked Melissa if she was a tile expert and she replied her dad would say she was... That was good enough for me! Melissa was extremely knowledgeable about all the products and tile installation. She was able to answer all of my questions with thoughtful, concise answers that made sense. She volunteered additional helpful information and was consistently proposing options to save money. The cost savings suggestions were specific to things that would not reduce the quality of the items. Specifically, she pointed out the grey thin set was less than the white. Granted it was only 3 dollars per bag... but it is the thought that counts also. She went throughout the store with me helping me to get the right items I needed for my bathroom floor and wall project. I commented to her that I felt like I had my own personal shopping consultant. I picked out floor tiles, wall tiles, sanitary cove tiles for the walls, bull nose tiles for the walls, thin set, white thinset for the walls and grey for the floors, since I had white tiles on the walls, grout, trowels for the large floor tiles and 6x6 wall tiles, a grout float, caulk, leveling starter kit, literally EVERYTHING I needed, oh including caulk! In a day when help is virtually non existent at big box stores - I can actually say I Love Floor and Decor - Melissa even came out to help me load my purchase into my car! Jeremy, another employee come out and started helping too! I am not sure how Home Decor managed to get such quality people but I hope they understand and invest in their people to keep this level of service! Floor and Decor (thanks to awesome service and personal interactions with employees like Melissa and Jeremy) has earned my business - it is theirs to lose now. I will not go anywhere else for my flooring / tile needs without first going to Floor and Decor - If they continue to provide the service and shopping experience I received tonight... I will never have to shop anywhere else for tile and flooring needs. Seriously - YOU have to check them out! (and no... I am not a paid reviewer and this is a genuine legit review... you really have to experience it for yourselves!)

*editing after reading reply. Your store certainly did NOT encourage customers to carefully inspect the boxes. That is the whole point of my review! No one alerted us to this issue regarding dye lots. Clearly, the warehouse should be CHECKING this in the first place. But if the store is too incompetent to enact this policy, the customer should be warned. We met with several designers/staff - not ONE told us this. When we opened the boxes they all looked similar enough, we didn't notice that they were all slightly different shades until they were on the walls and grouted. And long awful. Again, the ideal would be for the TILE store to correctly pack said TILES Truly a ZERO star review, but that's not an option. My husband and I are extremely disappointed  to say the least with our experience at Floor and Decor. We have waited over 15 YEARS to renovate our three bathrooms. We moved into a house with 1980s blue-tiled bathrooms and lived with them for 15 years, saving money to one day tackle this project. This year when we finally decided to tear out the blue tile and remodel our bathrooms, we also decided to use Floor and Decor, instead of Home Depot as we always had, because we thought there would be a different level of professionalism. We were wrong. And now our project is completed and we feel as if we have wasted thousands of dollars, which my husband and I have worked very hard for over the years. Though the tiles were only a few hundred dollars, due to the way they look, we regret spending all of this money to complete a project we are SO unhappy with. We have spent years trying to hide the blue tile, and now we finally have a brand new bathroom, one which we should be excited to show off beautiful new tile, and instead, I find myself again wanting to hang towels over tile to hide it. I can't express how disappointed and regretful we are. While my initial experience with designers was fine, I realize in retrospect, I should have been warned to pay careful attention to the dye lot numbers on the boxes!! Not once was this mentioned. Nor was it written in the confirmation email. If this is an issue that you know about, every designer should say that !! But really, it shouldn't be left up to the designers at all. I cannot fathom how tiles from different lots would be picked and packed for the same project ever! Why would this company not instruct staff to pick from the same lot, and if there is not enough, to alert the customer, and let them make the decision to wait for another shipment if need be?  Again, we came here expecting a different experience than Home Depot, yet we were faced with the same carelessness and lack of respect. Maybe $15,000 is nothing to this large company, but it is a small fortune for me and my family. We have 3 children and there are MANY other ways that money could have been spent. Furthermore, after we realized how the tiles were different colors and sizes (i will try to attach pics), and I called the store I spoke with a few different people, a couple of whom tried to blame us for not checking the dye lots.  Again, this was not mentioned to us, nor should it be the CUSTOMER'S responsibility. Tile is not our area of expertise, it is supposed to YOURS. That is why we went to YOU, so that you would help us avoid the pitfalls of renovation, by helping with things like say, GIVING US MATCHING TILE. Only one woman, Lex at your Commack location, at least had the honesty and decency, to admit that the mistake was entirely,on the store's end, and that the warehouse should indeed have packed tiles from the same lot for the same project. It feels ridiculous to even point such a thing out. Of course they should have! After back and forth for weeks, the incompetent manager at the Commack location Sal told us that the warehouse does not check that they are pulling the correct tile. Um... ?!?!?!?! He said he will tell them to do so from now on. This obviously doesn't help us. Anyone considering this location, run, don't walk to a legitimate tile store, and avoid Floor and Decor at all costs.

I would have never guessed that looking [desperately] for a backsplash would have led me to write this review for Floor & Decor, but, wow, what an amazing experience I had. I was treated like a friend and like I really mattered by every employee in the store. I had been searching for months for the perfect backsplash tile having sifted through online layouts and other big box stores merchandise. When I came across F&D’s website, I ordered samples of a few options. The samples I had mail-ordered were just not right for my needs. So I returned my samples to Elizabeth’s store. I was very impressed and immediately relieved(!) when I saw the amount of stock they had to consider. I was extremely grateful when I found the “clearance” section as well, realizing I could get a high quality tile for the price I could afford! After my first trip to the store, I narrowed down the two tiles I would consider: a marble tile and a porcelain tile. I first sat down in front of the clearance marble tile (for 2 hours, haha!) making sure I chose two hundred of the proper toned tiles that would be right for my kitchen. I had three employees stop by and ask to assist me and they were all very kind. Jean gave me an even better price on the clearance tiles which meant the world to me. Another employee, a woman, gave me great advice on featuring my kitchen counter which helped me pick my favorite of the two tiles (thank you!). She also gave me wonderful advice on sealing my tiles. Once I finished choosing my tiles, I checked out the grout paper samples in the design section. There was a lovely woman (Brazilian woman) who was very kind the first day I was at the store. She took the time to hand me a grout sample mechanism which helped me envision grout colors next to my tile and that was while she was multi-tasking and assisting another customer! I then pushed my cart over to the grout section where I milled about confused for maybe 30 seconds when Elmer swept in and saved me. Elmer was incredibly helpful, knowledgeable, efficient and a real gem of a person. He guided me towards the grout I needed. He even took the time to look at my tile and my countertop in a photo. He weighed in on the color of grout. He then guided me towards spacers. He showed me what size options were available and helped me choose what was best for me. He then showed me what kind of tool I needed and immediately took me to the mortar. He helped me choose what was cost-effective and efficient for my needs. He helped me push my cart to the checkout, waited with me while purchasing everything and pushed my heavy cart out to my car. He helped me load my car and I was incredibly grateful for the extraordinarily compassionate customer service received. I had to write this review because I felt taken care of when I otherwise would have been LOST and assisted in ways I could have never imagined. I left the store not only excited for my new backsplash which has taken me months to choose, but also high on humanity, an exceedingly rare event when you live in the greater New York City/New Jersey area. The staff in this store are exceptional humans, lovely to the core and the 90s throwback music played was a trip and made sitting with those tiles far more fun! Thank you!!!!!