Stopped in on a recent Sunday afternoon to purchase some supplemental tile for a backsplash project. Very friendly staff. Michael Norris was particularly helpful, assisting with everything from locating items in the warehouse to assisting with mortar and grout questions. Store was clean. Ample parking. Well staffed for customer needs. The imagination boards are a great idea. Fiona at the register was very sweet. read more

Worst customer service that I have ever experienced. They had zero problem taking my money yet here I am still without my floor. Website said product was in stock -- lie. Told that my order would be ready in a week -- Lie. Told that someone would get back to me in three days -- lie. Do not go here! read more

Went to this place twice, full of teens and young adults that don't seem to know what their job is or care about your needs or wants. They're very childish, messing around with each other while checking out, randomly coning up and interrupting to talk to their friends. Good selection and great prices although. read more

This store is amazing and I found the service even more stellar. Asma is one of the designers who helped me when I was in the store. She even scheduled a follow up appointment to do a 3D model of the potential plans. She was/is patient, knowledgeable and has a kind disposition. Even though I wound up purchasing tile elsewhere (I had something specific that I was looking for to compliment the mosaic I had selected), I will continue to shop here and highly recommend her and this store. Thank you! read more

This place will put you on hold if you call for order issues and on purpose especially if they messed up. They will collect your money first and don't care for the rest. Called multiple times and put on hold over an hour read more

My design consultant was Maria Rahman. Not only was she very knowledgeable but very pleasant and patient. She gave me and my husband great suggestions and I would love to work with her again. read more

This place rocks! I went to The Tile Shop and picked out a glass and stone mosaic pattern for a wall in my bathroom ($25.00 per sq ft and no discount offered). I was ready to purchase when the salesman told me it would take 2 weeks to get the product from their Distribution Center. Because my tile contractor was already working onsite I could not wait 2 weeks. Also the arrogance of the salesman turned me off. I went to Home Depot to look at their tile and got so frustrated at the disorganized disputant that I left and went to Floor & Decor in Alexandria (which was only an 8 minute drive). I was amazed at the large selection of decorative glass tiles but was drawn to a Carrara tile mosaic pattern that I liked better than what I had picked out at The Tile Shop. Furthermore, it was only $10.00 per sq ft and they had a large inventory of the product. I bought the tile and had the contractor install it the next day. I looks fantastic! (See photo). read more

Update - still like the tile, but they never followed through on the above issues. Someone reached out and asked several questions and said they would get back to us, but never did. read more

Want to give a shout out to Pablo at the Alexandria VA PRO Desk. He was able to help me out with my order and greatly improve my ability to get what I needed. Having someone both competent and willing to put in the effort is not to be taken for granted these days. The products are great but the customer service suffered during the pandemic, as it did for many stores. So glad to have such a great experience. THANK YOU PABLO! read more

I had the displeasure of a terrible experience attempting to order flooring from this store. Completely stressful and if your materials aren't in stock, you should think thrice before considering ordering here. First of all, reaching anyone, in any dept of this store, no matter what extension you try, its all a complete nightmare. Before ordering, I thought maybe it was just one busy day, but no, every time I called on any day, it was a minimum 35 minute wait time and half the times put on hold, the call dropped after all that. After finally reaching a flooring rep, he told me I could only order online and seemed knowledgeable, he knew of a shipment for the exact LVP I was trying to order that was coming in supposedly next week. I quickly ordered it online and also had to pay $110 more to get it shipped to the store since it showed up as out of stock. 10 days later, still no notification of the order arriving, I'm getting nervous due to the timing of my project and my contractor on hold waiting for materials to know when the job will be scheduled. It took me two days to reach a human being. The phone rings and rings, sometimes it just goes to voicemail. Sometimes someone will pick up after running through all the dept extensions, trying all of them, and then only to be hung up on. Maddeningly frustrating. After 30 min on hold, I hung up, tried again later. Same thing. Finally on the second day of maybe 5-6 more call attempts, I reach someone. He tells me he can't look up anything on his computer though- completely useless. I get his name and insist he call me back directly. Half hour later he calls back only to tell me, he can't help me at all and someone else will call me. They never do. Several hours later, I'm once again, back to the frustrating attempts to reach anyone in the store at all. I highly suspect the employees there just put all calls on hold so they don't have to bother dealing with customers on the phone. Nice trick, huh? Employees who do this to customers should be fired, as well as the Managers who clearly don't do a damn thing to address this issue. This place has serious customer service issues. After finally reaching someone about 45 minutes on hold they tell me the LVP I ordered is backordered indefinitely and wouldn't be available for at least 2 more weeks, possibly another month. Basically, they had no idea. Unbelieveable! They tell me no guarantees on anything, no apology. I tell them to cancel my entire order as now I cannot do the project at all thanks to the misinformation and timing. I ask if they can notify me once they have that material in stock later, they tell me no, they will not. WOW! Worst customer experience ever. To top it off, my order is not showing as cancelled as of a day later and my pit of anxiety is climbing to have no choice and reach that store again. read more

One of the worse customer service providers within Alexandria branch and this store. bunch of illegal acts they perform. I was at the design counter and the two designers named Kena and Kamaria were chatting with each other although they saw me waiting for them. After couple of time of asking for help one of them approached me and I asked if they have designed counter top. she just told me to go to the aile and find it myself. I asked again can you look online and see if you evern carry it. She raise her voice and repeated herself. then I asked for manager and she went to the other designer Kena and loudly started disrescpeting my request so the other designer approached me and told me she is the manager. I knew she was lying and since her badge was hidden I asked to see her badge. she put her hand on her badge and said " no, you can not, I am the manager". I said no, you are not, please go call the manager. she goes to her manager, named, Andy, and fills her in with bunch of lies. the manager approaches me ignoring all my complaints and told me he will go to aile and look. meanwhile, I went to design counter to grab a pen and write their names. Kena pretty much was attacking me telling me I could not take a pen and I have to ask her to please have a pen. she started yelling at me and pretty much aggressively putting her hand on the pen in my hand. I told the manager Andy and he just ignore me and gave me a pen from his pocket. Then, I asked Andy for their names. This time he told me "both of them are just designers:. so, knowingly he lied previously also. This is unbelievable and illegal action. Now, I filling this review and filling official complaint with corporate office. read more

Love this place! Love the staff! Have been working on ideas for remodeling and I'm impressed at all the options, and so many samples on display. But - I'm MORE impressed with the staff, so knowledgeable, and so happy to work there. How refreshing to walk into a store and see so many smiling faces, and so many who offer to help.....yes, you read that right, actually walk right up to you and offer to help! And, with a smile on the face. Big shout out to Sean, Vernon, Nicole, and Sebastian, you are making my decision process so much easier, and reducing my stress. Thank you Floor and Decor for coming to the Alexandria/Arlington area, you make shopping at a "big box store" a happy place to go. No more Home-Desperation (Home Depot) or Lowes-Take Advantage (Lowes) ever again! read more

Bradley and Preston in the Tile Dept of Floor & Decor in Alexandria, VA went out of their way to help me. I needed an additional box of tile to complete a project. They searched the warehouse and were diligent to find the tile even when I gave up. Also, they stayed focused in finishing assisting me even when other customers interrupted. I appreciate both Bradley and Preston. read more

I feel compelled to write a review for Kena Parks, who helped me design our 4 bathroom remodels. I first went to Floor and Decor on a Sunday afternoon, without an appointment but with ideas of what I wanted and I felt overwhelmed with the options without any help. I came home and then made an appointment with Kena on the following Tuesday. She immediately understood my vision and helped me find the materials that I had found online and liked. She then went even further by pulling some items that fit my preferences but that I had not seen online. Together, we picked floor tile, wall tile, niche tiles, and grout color in exactly an hour. She was so valuable in finding the right materials and even followed up on our project a few weeks later. I highly recommend working with Kena at Floor and Decor. read more

customer service at this location sucks! After several attempts to contact by telephone during normal business hours, "customer service" personnel simply let the phone ring approximately 20 times before simply picking up and hanging up! The second and third time I telephoned got the same response. I likely could have driven the 15 miles to the shop and discovered they don't have the product I needed, but with joke biden's $4.50/gal gasoline I hoped for a better outcome. I won't be shopping at this store cause their "customer service" doesn't exist!!! read more

Nice store, staff is hit or miss, or just poorly managed. Waited over 20 minutes for a order to be brought out, went back in and they had no idea was picking it up yet I spoke to the same person at the pickup center. Line inside the store was also extremely long to make a purchase. read more

Great Selection, Poor Customer Service....... Walked around looking for some assistance and finally found some when I was greeted with some what of a stank attitude. This was really a turn-of especially when your spending thousands of dollars for lack luster assistance. read more

I tried to use their in store pickup option online. They did not fulfill the order in time, and I called many times over the course of two days to resolve and they didn't answer their phones. When I called the main customer line for floor and decor, they were also unable to contact the Alexandria location to mitigate the issue. They were able to contact a different location and transfer and fulfill my order, which was great. Highly recommend using a different location due to the complete lack of customer service at the Alexandria location. read more

Service was excellent even 30 minutes before closing time. My floors look beautiful and associate took his time with us, giving great recommendations on flooring and sub floor. read more

Big selection, friendly staff, but completely disorganized. Almost impossible to get through on the phone. I waited almost 50 min for inventory check... and would have left sooner, except I didn't want to stiff the the awesome new-hire cashier who went back looking for the original employee after 25 min. Contractor went to pick up tiles and reported that it took almost two hours because one of the boxes had been dropped, breaking some of the tiles... which led to another lengthy "inventory check". I don't understand how this chain has grown to its current size if the Fairfax store is representative... read more

Another successful visit due to a wonderful young man named Tyrone! He just walked up to me and asked if I needed help! He listened to all my concerns and took me around the store to show me different options! He is a great asset to the store! read more

Great variety & volume - horrible customer assistance & sales associates. One guy ufnirex ya as we tried to get assistance. Unbelievable!

I recently purchased $816 of porcelain wall tile and marble flooring products from Floor and Decor Alexandria, VA. I've been calling every day since Tuesday 9/7/21 to find out how to do a return. It is a 30 minute drive to the store so I don't want to take a chance until I know their policies. No one answers the phone. I called the national 877 number and they say there are long waits and to go to the website. I did and accessed the Chat line...said I was next in line then changed to 7th in line then 34 minutes later when I'm 3rd in line it said I'd timed out! Very frustrating to say the least. I have two unopened boxes of porcelain tile to return. I guess I'm just out of luck. read more

Horrible service been here few times and always takes over 20 mins to stand in a 1 cashier check out system. No self checkout option read more

Floor & Decor - Great prices :) but horrible service that almost never disappoints. Long line almost 99% of the time and only had 1 or 2 cashiers - Home Decor Near Me - Alexandria, Virginia

We went in with low expectations and no appointment, but one of their team members (Sara Roberts) saved the day. We're re-modeling two bathrooms, and we were prepared for our budget to mean a lot of compromises with regard to style. But the staff member who took the time to work with us was able to get a good feel for our style, and she knew their products well enough to help us put together floors, walls and accents for our bathrooms that were on-budget and really exciting for us. Some of them were more than we were planning to spend per-square-foot, while others were far enough below budget that the total purchase ended up hitting our target to a tee. Even if we'd had a budget two or three times the size, I honestly don't see how we could have put something together we'd be happier with. I strongly recommend working with one of their design advisors. Just be sure to make an appointment--you can come in, browse and shop on your own, but if you want focused help, you're supposed to schedule it in advance. Sara took pity on us, and we're grateful for that, but you never know when they might be too booked to spare some time. read more

Customer service horrible!! Went to buy one thing and one lane open 8 people in line and only one lane. When I went to complain to manager he said i am sorry need to do something first before I open another lane. Really. And also went to go to pick up our flooring that we ordered 4 days ago and it took 20 min to pull off rack. Now on good note our cashier was amazing!! This was at Alexandria Va read more

I love this store and it's always been my favorite but yesterday I was wowed by Pablo at the Pro Customer Service desk. I was looking for a specific mosaic tile that I didn't want any other, but they were out. I tried ordering online but I didn't remember my password. I tried to restore it but wasn't getting the email that allows me to change password. I went to the desk to ask them if they can do something about my online account. Pablo tried to help me but for some reason my email was not receiving emails from Floor & Decore. After several trials I told him I was trying to order such mosaic tile and he right away said not to worry about. Pablo started calling locations all over the Country and after calling the sixth or seventh state, we successfully got a store that still has them. He ordered them for me to be shipped to home to make it easier for me to receive my tiles. I'm actually amazed at Pablo's performance and kindness! He was really patient and sincere and he could've easily given up on a discontinued tile, but he didn't. Excellent customer service skills! read more

I'm writing this review to give the awesome crew u haven't floor and decor in Alexandria va store #177. I come from baltimore to pick up tiles, flooring and other materials for customers throughout md, dc and va. Team member Juanita and her crew are always consistent, fast, pleasant n makes each pick up I do worth coming down for. I give this store #177, Juanita and crew 10 *********(stars) and I would recommend this location for all pick ups. Friendly atmosphere n unbeatable assistance. Thank y'all for always making my pick ups less stressful than my deliveries. read more

Tons of fantastic options here, huge warehouse, great prices. That being said, I had multiple issues here with folks not knowing what they're talking about. I had a tile cleaning product and applicators recommended to me that fell apart completely when the cleaner ate away at the applicator material. It literally dissolved the plastic tray they told me to put the cleaner in. Also when I called on the phone folks couldn't give me some answers to some basic tile questions I had and it took like 5 weeks to get my tile in for a small job read more

They have tons of selections!! Darrin from the grout department was especially very helpful. He helped me out with finding the right grout and he was very kind to help me unload my piles of tiles. Highly recommended ! read more

DO NOT TRUST FLOOR & DECOR AND THEIR LOUSY PICK UP SERVICE!!! THIS IS A DISHONEST COMPANY SO QUICK TO BLAME CUSTOMERS AND COVER THEIR BEHIND! GO ELSEWHERE MORE TRUSTWORTHY! It's hard for me to know where to start, but I will just start from where things went bad to just flat out not cool, ugly, and dirty. Apparently Floor & Decor management is quick to blame customer, even the circumstances caused were clearly Floor & Decor's fault. My contractor selected "pick up" order for all the tiles for all FOUR bathrooms. Four bathrooms = A LOT of tiles, trims, and finishes. They hired a guy to come with a rental truck to pick up all the tiles, then he noticed that he didn't get enough tile and knew there should be more tiles for him to pick up. An associate told him there's no more tile. That's all of it. My contractor is just confused. That same day, I called the store to figure out what's wrong. Talked with a person named M. He apologized that they found more of my purchased tiles in the back of the warehouse. And asked that my guy come back the next day and look for him, so M can assist them to retrieve the remaining tiles. Then we got all of the tiles. Their mistake costs me time and money for the back and forth trip. That's not ok. Should never have happened. Plus, I even had faith in this new store after its grand opening; apparently they don't know what the heck they are doing. After tiles were installed, our contractor told us that these bathrooms were finished. We went to the house and looked, then noticed right away that in our master bathroom, the marble hexagon mosaic tile was 1 x 1 inch. We were shocked because we ordered for 2 x 2 inch hexagon mosaic. (look at photo of my receipt that i uploaded). I was so upset that this happened. Floor & Decor clearly were not professional and were not careful to pick the right tiles from in store to back of the warehouse. Basically Floor & Decor gave the wrong tile to my contractor at pick up. My contractor said it costs $1600 to remove the wrong tiles and install the right tiles. I addressed this with Floor & Decor. The store admitted that it was their fault. They gave us the right tile, but what should we do about the wrong tile because they were already installed and it's not fair that I have to pay to undo this. I had to contact corporate management of Floor & Decor. Mani ensured me that he can help me and believes that Floor & Decor will help me fix this. I made an issue to corporate management, see below. "Our contractor purchased the tiles from Floor and Decor in Alexandria, VA. On Friday, 11/10/2017, the Floor & Decor store in Alexandria, VA had given my contractor the wrong tile at "In Store Pickup". On Monday, we discovered this too late after tile installation was completed. Distraught, we asked our contractor how much it cost to change the tiles to the correct tile - $1,600. See invoice attached. I discussed this with M. We worked closely with M. because he was mostly our go-to person to help us sort out the tile before the "In Store Pickup" was ready. He apologized that we received the wrong tile from the Floor & Decor store, but could not help us because the tile was already installed. Hence why I must escalate this issue to corporate management. I understand that this store is new and just had its grand opening, but I am not happy what happened. He said you can help us. Can you please help us?" (See photos attached) And this is JV from Floor & Decor responded. "Good afternoon. Not a problem. We can definitely communicate via email. At the time of installation did the installer notice the differences? It is the customer's responsibility to inspect and verify the type of merchandise purchased, quantity, model number, color, dye lots for porcelain and ceramic products, and to verify all labels on wood product to ensure accuracy prior to leaving the store. Any discrepancies between the customer's inspection and the purchased merchandise as reflected upon the sales receipt must be determined prior to leaving the premises and a manager must be notified. Once a product is installed, installation equates acceptance. What is it that you are looking for as far as resolution to satisfy the issues you are having? " Her response really made me upset because it disgusts me that this business is all about outsmarting their customers and protecting their business and not doing the right thing. Instead, Floor & Decor is putting the blame on me. It's a dirty business trying to cover up their mistakes and sweep it under the rug. I wrote this review in hope that ALL FUTURE customers will NEVER have to go thru this. I don't care if Floor & Decor try to deny my review or the photos I uploaded. This review is for real human beings who deserves to be AWARE of their DIRTY CORPORATE BUSINESS NOT WILLING TO ACCEPT RESPONSIBILITY!!! So I will say it again. DO NOT TRUST FLOOR & DECOR AND THEIR LOUSY PICK UP SERVICE!!! GO ELSEWHERE MORE TRUSTWORTHY! You've been warned. read more

Floor & Decor - Photo 2 of 2. Note that I ordered SKU #931100750 which is 2 x 2 inch. They gave me SKU #931100817, which is 1 x 1. - Home Decor Near Me - Alexandria, Virginia

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I just visited the store last week to pick out some tile for my bathroom. I received excellent customer service from Shanea Smith. She was assigned as my DesignPro associate and was wonderful to work with. She had great energy, worked quickly and recommended some wonderful samples that I chose for my bathroom. I'm thrilled to have worked with her because the process can be overwhelming. Thank you Shanea for all your great work! read more

Tre is an absolute lifesaver with impeccable customer service. I had so many questions regarding my floor/steps to match properly & Tre took care of everything. Explaining all details where I understood to make the right choice. After buying & selling in the same Wk, I was EXHAUSTED but was glad to have the help of this amazing/patient young man. I will always make this my location because of him. Tre you really are a gem & I thank you for everything you helped me with. Your parents did a great job raising you & instilling great manners. Sincerely, Lisa Thompson read more

This review is for Pablo. I came into the store to pick up tile I ordered online and shipped to the store. The sample I had at home had the wrong sku on the back, so I ordered the wrong tile. I was stuck with the wrong tile and was frustrated. It had taken several weeks to ship the other tile and it had delayed my project already. Pablo quickly recognized the problem, helped me find another tile similar to the sample I had at home, refunded the initial order and honored returning my shipping. He was calm, helpful and understanding. Thank you Pablo!! read more

The staff aren't very helpful. Maybe it's Sunday morning blues but they aren't there to help you figure out a design. If you know exactly what you want then there's a good selection. If you're looking for ideas - stay away. read more

DeShon and Theo were great! Deshon greeted as I came in the store and was willing to help in a dept he wasn't familiar with. When he couldn't find the product he contacted Theo who came right over to help! Thanks guys, you were awesome! Great customer service! read more

Fabulous place to shop for flooring. This warehouse offers great choices for tiles and hardwood. The prices are great as well and the staffs are knowledgeable. read more

If you'd like an exercise in frustration come here. No one knows anything and they're always short staffed. Expect half hour waits to check out. read more

Don't expect any customer service or any knowledge on the part of anyone in the store. Expect long waits on hold if you--call 30 minutes or more. read more

Do not place an online order here. Your order will say "prepping order" for an eternity. Additionally, all their contact lines do not pick up. I had to go into the store and ask if my order was ready. It wasn't but after a 45 minute wait and complaining to the front desk, I finally was able to get my tile. Good selection of tile but if u buy from here, get it on the spot! read more