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.

My husband and I decided to start the process of putting in new flooring in our home at the end of July 2024. After looking at some samples in the warehouse, we decided to move forward with Floor and Decor and Beyond Floors for this project. Beyond Floors was amazing in that they made the process very easy to follow and provided consistent, updated communication throughout our project. When it was time to pick out the necessary materials for the job, we scheduled a time to meet with a designer in the warehouse. Within five minutes of meeting with the designer assigned to us, we found that our project was not the priority of the conversation. The designer we were placed with was focused on sharing his story as well as his own project he was working on in his home. We wanted the experience to be about our project since that is why we were in the store for the slotted time. At one point, my husband became frustrated and simply told the designer that we wanted to move this process along. Finally, we were able to look at flooring as well as the additional materials for the project. Unfortunately, since our project wasn't the focus of conversation for the designer, the amount of materials needed for the project was overlooked and miscalculated. After this designer appointment, we continued to run into "barriers" throughout the process and with communication provided by our Flooer and Decor designer. The designer continued to be in direct communication with us, however, he was not clear on the information he was providing to us. In fact, I received confirmation from the designer that all materials were put aside for us and ready to go, we just had to make the payment. Excited to get the project moving, we made the payment for the materials right after receiving the communication from the designer, so we were locked in with what we needed. We were excited that all of the materials would be arriving, and after paying for the delivery fee, all materials would be delivered to our home without having to use our own form of transportation. We quickly found out that the designer's information was incorrect and that we were going to be responsible for obtaining the rest of the materials from another store using our own method of transportation. Doing my best to stay calm, I asked the designer how to make this right as it was not an issue on our end since we were given written, email communication from this designer that everything was good to go for our project. The designer then spoke to the manager and was able to figure out a solution to the issue. Two weeks later, we found out that we are short 700 square feet of material for our project. Again this goes back to the designer focused more on his own project rather than focusing on what we needed for ours. When we called Floor and Decor to talk with someone about this, we found out that the designer no longer wanted to work with us because of the mistakes that were previously made on the designer's end. One of the managers was able to make this right by providing a discount and getting the materials we needed to our home ASAP. Now that our project has been completed, I have had time to reflect on our project and the services we used. The customer service and products provided by Floor and Decor were spot on. Each time we came to the store, the service advocates were helpful and kind. Additionally, all materials we bought, including the floor, are of great quality and have made our home beautiful again. However, I am disappointed with the designer option as I do not feel our project was made a priority which led to several frustrating and unnecessary barriers. As the customer, I wanted to feel as though every effort was being made to make this project align with the vision and needs of my home.

I should start this review by referencing the fact that i am a contractor who has been in business for 20 years. I have done business with this location a dozen times or so over the last year and have even directed some of our customers here to buy materials. I have been contacted by the pro services department on a couple of occasions to try and get my company's business. My first experience with this company was at the Magazine st. location where I had a wonderful experience picking out materials and designing for a new construction build. Then I had to go to the Gretna location to pick up the materials and had a completely different experience. Rude employees and an inefficient staff. The rest of my purchases were fairly simple and I rarely needed assistance so I had minimal interaction with employees except the loading area which is consistently inefficient. My latest experience will more than likely be my last. I tried two different days calling the store to find out if the inventory was available for the materials we needed. The first day i called twice and sat on hold for so long that I hung up without receiving any service both times.The second day calling back it took 22 minutes to have someone talk to me briefly. I had one employee answer and address me with " what do you WANT!!?!!?? " Complete disrespect towards a possible customer. When I started to ask about specific Schluter-Kerdi products to find out if they were in stock I was told " Yeah, the orange stuff we have all that". I tried to simply give a specific product and check if they were in stock before driving 30 minutes to the store and I was told that there was no one at the store to check and that I simply couldn't be helped because the employees I kept being transferred to were cashiers and they were "way to busy to help." So I decided to drive to the store and check for myself. Guess what I saw when I walked into the store? To my surprise it wasn't a shorthanded staff being inundated with work tasks or customers but three women standing at the registers loudly talking about personal matters. I wasn't greeted or asked if I needed assistance, i was ignored. After looking over the inventory I noticed there were certain items that didn't have enough stock out. I eventually was able to coax someone over to check for back stock. She seemed uninformed about all of the products as well as just having an overall uneducated manner about her. I then needed someone to help again and it seemed as if I was being a major inconvenience to the employees who were standing around chatting. I had to literally interject myself into their conversation to even be acknowledged. After talking with this employee I informed her that I would like to purchase all of the stock for multiple products and would need more as well. So I was told to talk with whom I assume was the manager or something. When I began to tell him about the order I wanted to make and mentioned that I buy one of the products usually from a different vendor for a bit less than their retail price to see if he could make any price adjustment to be closer to my usual cost I was told "they can't do anything like that." At this point I had reached my limit of wasted time, disrespect and disregard. It simply seems that this business has crappy management and staff. There are a ton of better vendors for these products that are educated on the products they sell and actually appreciate your business. Next time I receive a solicitation from this company I am going to put them on hold and see if they wait at least the 22 minutes that I did when I called them.

NEVER AGAIN will I shop at these stores. I had pre-purchased 18 boxes of floor tile that wasn't available in San Diego on Monday night for pickup in Mission Viejo. That experience was amazing and CC in particular went above and beyond. I was so impressed I wrote a 5-star review singling him out and Hannah as well. The next day I arrived at Mission Viejo at 4:04pm at the pickup area as the only other customer was being loaded and drove away. I was now the only person waiting in that pickup area. One of the employees instructed me to go inside the door around the corner and check in. I did as instructed and waited and waited and waited and waited for over 10 minutes as there wasn't a sole in sight behind that counter. So I proceeded to walk toward the warehouse area so those human beings could call for someone to help me at the counter. The same warehouse guy told me to move behind the counter, which I did... thinking I they called someone to get to the counter to help. They didn't. So after waiting some more I looked up the store's phone number and called. Nobody answered the phone. So I walked into the store and searched until I saw a worker (Nikki) who then came over and helped me check in (finally). From that point I went back to my car and waited and waited some more, for another 20 minutes. The warehouse guys barely moved. So I went back inside through the main door and talked to Art "a manager" who proceeded to excuse his crew for not having the order picked and nobody working in the station and nobody answering the phone... (instead of just apologizing or placating the customer and pretend to make anything at all happen). Back in the car I went to wait and at this point people in the warehouse were actually moving around. Ten minutes later they brought my 18 boxes out, parked the forklift behind the car and asked me to sign for possession of the product.... which was still ON THE FORKLIFT, wrapped in shrink and bindings. i told them I wouldn't sign until there were 18 boxes in the car, that I had been waiting for over 40 minutes at that point and wanted to be sure the pick was 100% correct before signing it - which was a good thing because ONE of the boxes was filled with completed shattered tiles. Slacker Shaggy proceeded to tell me I hadn't been waiting that long (because I assume he had the 'order' for only 32 minutes... but I was physically there for over 40 for a pre-paid order). He walked off saying he wouldn't help me. Slacker #2 (Hunter) then help load a couple in and then asked me to sign AGAIN. I let him know I wasn't going to sign for them until AFTER they were counted and in the car. Then he walked off shortly after his dopey friend saying they weren't going to help me. The forklift was behind the car so I couldn't leave and the product was still mostly on the forklift in shrink and still bound in stacks of boxes. All-in-all it took over 1 HOUR to pickup 18 boxes of pre-paid tile and I had to do most of the loading myself. Another manager had come out to finally help me load it up, but at first he too stuck up for his slacker employees. He asked for the explanation of what happened as to why both jokers left without helping. The management team (aside from Nikki, who was actually very helpful) is a joke with no management skills and they let their goofball employees run the asylum. Oh to top it all off the few boxes Hunter actually did load into the car he did wrong and it broke the back of my car... thanks for nothing, but aggravation for a PRE-PAID ORDER.

UPDATE: I'd like to make an important and notable edit to my OG post. Mr. Ed West of the local F&D reached out to me and has done everything in his power to help this situation. When I saw that F&D has excellent customer service, this is what I mean. I was so frustrated that I kept running into dead ends and that no one was wiling to help me that I posted this to make other people aware of a potential problem they'd have down the line. That being said, Mr. Ed has been kind and patient, and, truthfully, just a Godsend during this. I wish I had been able to talk to him during my many phone calls/emails, but I don't blame him for that. He saw this post and the problems I encountered, and he's taken the steps to make sure that loyal F&D customers don't run into this problem again. He has stayed in touch with me and kept me updated on his attempts to contact and reach out to the proper channels. This is what makes F&D so great to work with - they really do treat their customers and clients like family. Financing is ultimately out of their control, and specifically with this company, whom they cut ties with months ago. Thank you, Mr. Ed. I really appreciate all the hard work and effort made on my behalf. F&D is lucky to have you. ------- Original Post: This location has EXCELLENT customer service, and I won't take that away from them. Each employee is so kind and helpful, and they make you feel like family. That being said, you should NEVER finance through them. The cashier, who was so friendly, accidentally punched in the wrong promotional code for our purchase. The only reason we decided to finance through F&D and not pay ourselves was because they had such a great deal going on - the more $$ you financed, the longer you went interest free. Everything was done through a kiosk and you didn't actually speak to a person regarding your approval/limit. It's not a year later, and my husband and I have been slapped with a year's worth of back interest, even though we financed enough to get over 3 years interest-free. Every time we tried to contact F&D about this we were told 1) it's been a year, so oh well and 2) it's out of their hands and up to the finance company. When we call the finance company, they tell us "we can't do anything about it the terms are determined by the merchant." Literally no one is willing to help us navigate this, and it's the most absurd thing. An employee made an error and punched in the wrong promotional code at the time of purchase, and because of that, we're the ones who have to pay. I asked if they could simply lengthen our time to pay it off/give us no interest and we were told "no" by everyone. Floor & Decor has 0 accountability and actually doesn't care. They get paid either way, right? Who cares about the customers getting screwed.