Never in my life have I experienced such a superb level of service. Michael Copeland, the new Operations manager was very informative and friendly. LeLuma (forgive me for misspelling her name) went above and beyond to track down discontinued flooring that I desired to complete my design and was successful locating it. Lastly, was Ms. Jennifer Parke. This beautiful and kind-hearted woman is the epitome of what it means to serve. She aided my brother and I in making selections, taught us about the different finishes and pros and cons of materials, and even stayed well beyond her shift to ensure that she met our needs. I consult healthcare, C-Suite executives worldwide on their supply chain operations. In my role I come across many types of personalities, skill sets, and backgrounds. I assure you, I have never met a team that served on the level these three outstanding individuals operate on. As a result, Floor & Decor will forever have my business as long as these three remain. Team thank you so much for the experience you provided my family and me. We will see you soon and look forward to doing business with you. read more

Terrible store. Don't go here. The installers of the wood and even the company that makes the wood said it has to be unwrapped to acclimate. The employee said that's wrong so apparently the people at the store claim to know more then the company that makes the wood and the installers that make their living doing this. So now they will not return the extra floor I have. I not had this problem before at any other store. Just this one. DO NOT BUY HERE. read more

I have bought bamboo flooring and tile from this place for the last five or six years. My last bathroom project I finished a few weeks ago. I bought $2k in tile there. Absolutely no issues with anything. Everything they had in stock. So I don't have any experience with special orders from them. I have had no issues with their customer service. Returns were amazing. I do wish they had more floating floor examples in stock that were over 3/8 of an inch. Other than that, they have been great. read more

Steve @ Floor & Decor at your Nashville, TN store is a real asset to your company! He was very professional, knowledgeable, helpful. I would recommend your company, solely on his customer service skills! read more

This one star review is the result of horrible customer service when picking up product curbside. First, I pulled up at the loading area thinking I'm supposed to wait for somebody to come out and ask for my order info and was never acknowledged, so after about 30 minutes, I went in. There was 2 young guys behind the counter who just looked at me. One waved me over without saying a word, and I said I'm picking up. Showed him my ID and order confirmation. He typed it in and gave me my ID back, then they just both walked off, no instruction on what I should do or any words at all. I went back out to my car where they loaded my stuff up and walked back in. I didn't even know if they were done loading everything or not, got out and looked to discover all of my stuff was there. No thank you, all set, nothing. Horrible customer service and treatment. Won't be back, as they obviously don't even care enough to address a customer at all. I should mention I was waiting for 45 minutes, so it's not like I was being impatient. read more

If you need help with tile, Bri Williamson is one of the most helpful people I have ever met. She has patience and knew her product well. She helped us with grout and design. Great, great service!! read more

Awful customer service. Yes this store has a lot of tile....But so does home depot and lowes and honestly if you give this store your money and if you need to return anything or make an exchange or if it is damaged it will not be easy. I called to cancel an order one day later after purchasing and the lady on the phone said sorry i cant do that over the phone. I said why is that maam? She responded please dont over react lady. That is our policy. I will never go to this store again and we need tile a lot. I will drive anywhere in nashville rather than go here again. read more

Good luck trying to get an item from them that you ordered online but they didn't deliver. I've been trying for MONTHS to contact them because the $143.00 moisture barrier we ordered online didn't show up. You can't get anyone on the phone, there's never anyone available to chat with, and they never return your call or email when you try to put in a claim. They removed the customer service number from their website. The store says because we ordered online, we have to get the money back from customer service BUT THERES NO CUSTOMER SERVICE. I'm furious that we are about to eat this money. We even used one of their pros to install the flooring but we're in this unsolvable circle of nobody can help you. It's beyond frustrating. read more

We've just relocated to the Madisonville, KY area from So. Cal. Renovating is always a stressful time and we have much to do. We've always been happy with our Los Angeles experiences with Floor and Decor and the staff (especially James Donaldson) have continued to keep that commitment to their clients. The many options of flooring, bathroom tile and the great sections of mosaic and decor has lessened my stress level as I'm finding so many choices. Thanks so much for all your help. I'm on my way back for the bathroom tile and mosaics. read more

James Donelson first class and your company should be thrilled to have him. 3 weeks ago we started the "master bath renovation" First stop Floor and Decor Antioch TN. We look at everything and then we get to the Schluter Shower Kit. James was there to really explain the system for us to understand. We left and shopped the competition for Schluter. The competition spoke negatively about Schluter only pointing out how much better their system was. Not once did James speak negatively about the competition and if you google they aren dead even competitors. Nor did they take the time to explain to us how easy their system was. Fast forward this past Saturday, we went back to James at Floor and Decor and locked in on the Schluter system. Why because James took the time to explain to us we could do it. Then he gives us his phone number to call him on his day off if we had any questions. We are big fans of this store! Chris Nochowicz Cindy Hager read more

I had a wonderful buying experience. Unfortunately, A problem occurred and I've had a terrible time trying to communicate with the claims department. I filed my claim and sent pictures as requested. and they said via email it would be 3 to 4 days until someone got back to me. It's now been over three weeks and I still haven't heard from anyone I've sent multiple emails and have received no response. What happened to customer service. Claim #02958488 read more

Angel was amazing. So knowledgeable and helpful. I tried to find a manager to complement her but he had just left. She deserves a bonus or raise :). She really went out of her way to help! read more

Five stars for price and inventory. I would give 1000 stars for Mr. Norbert Luster and how helpful he was. The best ever!! I would recommend going here and getting his help. read more

What an exciting adventure! The store is clean and packed with so many beautiful options. The friendly staff checked on us several times and were so willing to help with any need we had. Tile is well priced and the return policy is excellent! We will DEFINITELY go back for our next project! read more

We came in on a Saturday and had a terrific experience from start to finish. Catherine in the design department is wonderful. She had terrific knowledge and insight and helped us make tough decisions. She couldn't have been more of a pleasure to work with. Chad does an excellent job running the store. read more

We had the pleasure of working with Mr. Norbert. He was very knowledgeable, and patient. We were able to complete our entire house with his help. read more

I've renovated a few homes and have always purchased tile and flooring from floor & decor. In the past, the customer service was questionable and checkout times were sometimes beyond lengthy. However, recent I've noticed a change. The staff has been more friendly and helpful. I wouldn't have given five stars in the past 10 years, but they are proving themselves deserving of high marks. Oh, and I simply love the huge selection of products. read more

I bought about $4,000 worth of tile on Saturday and requested Monday delivery. I have been calling for over 3 hours and no one answers the phone. I called the Louisville KY store and they called into the back numbers and a lady answered the phones and said she is the only one there and she can't talk and immediately hung up the phone. I could understand if this was the span of 5 minutes, but this has been over 3 hours and no one still answers. Can't wait to hear the response from the business. read more

I ordered reducers for my flooring in April, received them in 6 weeks, which was quoted to be only 10 days. Then they came and we're all split. I called the managers, Stanley, Chris and Nick and all of them over the next 5 weeks were not handling it at all. Not one of them remembered or even ordered them and I even went it to get them to call me. Worst customer service and I even had Stanlers Cell phone number and he still never called to update me. It finally took the GM to call the Illinois office to have them ship it, but I still did not get a call when they came in. I had to keep calling on this issue and I am very disappointed that they only refunded my money after seeing that it was over 3 months of me getting the run around and me complaining to get the money returned. Not going back there! read more

This is our go to place for tile etc. iv done 3 projects with their help, A backsplash , and two outdoor patios . Always the best prices and selection. Nicely presented products as well . Worth the drive if out of your way read more

Allison, one of the designers, is amazing! She knows tile and all the necessary parts and pieces forward and backward. My decisions are made so much easier with her help! read more

Worst customer service! It's unbelievable please be very careful if you decided to go there! I had the worst experiences with them! there is guy name Stanley unfortunately he is one of their manager I went to return A box of laminate, after waiting for 20 minuets he showed up and came to my face start yelling at me and turn around! According to the store manager it wasn't that bad!! I guess that is something normal for them! read more

If I could give this store a negative rating I would! Absolutely the worst costumer service I have ever experienced. I have been in the process of building a home for the past 9 months so I have been in and out of floor & decor. It's started great with a sweet associate Jennifer helping us pick out all our tile options. From there everything quickly tanked. We had to have a few things special ordered or orders simply because it wasn't all in stock. We were told typical time is 2-3 weeks. Paperwork even stated a date at said date. It was over a month before our stair treads were received. Then every time we would call the store to inquire about the order NO ONE knew what was going one. One time we were even told stair treds had arrived, drove to Nashville to pick them up and again no one knew anything about it and the order has in fact not arrived. The customer service at customer pick-up is especially horrible. Attitude and just unwillingness to help a customer simply find or understand where there order is. Today my husband and I returned a pallet full of tile and unused grout left over from our build. The first response from a young man named "Jerome" to my husband was "oh I don't wanna be apart of that." Really? That's how we are greeted to do a return. Yes, I understand that it is a large return but customer service is also your job. This also wasn't the only smart comment my husband got from this young man. I gave up on management a long time ago because speaking with them is pointless. I would never recommend floor & decor Nashville unless all products you need are in stock otherwise it's an utter nightmare to work with them. read more

Great experience. I was quoted a price for hardwood over the phone. I went to the store and Steven was very helpful in finding the correct hardwood I had been quoted. I called back the next day and left a message for him about the product and he called me back quickly. These days what a nice surprise to find Steven's great customer service. read more

I bought nearly 4K in tile and gave them my tile guy's name and number for a pick up. Not only did they not input my info or his info, they had me listed under a different customer's name. After over 20 minutes, asking to speak to a manager, asking if they could look it up by my credit card, or time of day, or ANYTHING (and mind you it was a weekday pick-up that I'd paid for the night before) I finally got someone to track it down. The cashier hadn't made a profile for me and had put my entire order under someone else's name. Sure enough, their error and they found it, but not without me having to raise hell. An apology would have been nice, but they acted like they did me a big favor to figure out THEIR screw up. read more

The worst customer service that I have seen in 20+ years in the tile business. I bought over 5,000.00 worth of tile at 9:30. They never had it ready until 2:00 pm. I could have loaded up my order faster by myself. Understand when you by tile from this place they could care a less about weather you are getting tile with the same die lot and caliber (THIS IS A BIG DEAL TO EVERYONE IN THE TILE BUSINESS EXCEPT WITH THIS COMPANY). I spent 30 minutes on hold to get someone to give me the wrong information. Had to call back 2 days later to check on the rest of my order ( once again got bad information) had to call back the next day to find out that my order wouldn't be completed until a week later. Well today is a week later and it's 2:00 pm and I have not heard one word concerning the status of my order. The associates are not trained very well and not very helpful at all. I hope this is the last time I have to deal with this company. read more

this place was awesome and carole was amazing and helped me out tremendously! shout out to her!!!

This place has a vast inventory, hence the reason I gave them a three star instead of one, however they have 3 problems that happen everything i use them. #1 - they never answer the phone, they are far from where I live and work and I always try to call to make sure they have what I'm looking for but everything I need, I spend hours on the phone and have to call, sometimes, up to 10 times. #2 - when I send my clients to their showroom, their sales rep give bad advice and sell things that don't work with their project. #3 - when they sell tile, they don't ensure the boxes are of the same lot and sometimes tile vary in shade and caliper from box to box. read more

I'm going to second the review that mentioned K.D. He went to extra time and effort for us. Would also like to say that cashier, manager and crew were all friendly and helpful. Awesome team! Made us feel like their guests. read more

My friends and I just left floor & decor and we had fantastic customer service by KD. He went above and beyond to find a piece of bullnose resilient vinyl flooring and saved us from a 3 week delay in finishing our project. read more

A plethora of tile! I pretty much knew what I wanted, but Jennifer in the Design Center helped me with choices of tile, trims, grout, square footage, sealer, etc. She was immensely helpful, very knowledgable of inventory, I couldn't have done it without her! They were very accommodating by separating each room on an individual pallet (10 pallets), which will make it very easy for installation. On one of my visits to Floor & Decor it was pouring rain and one of the employees offered to get my vehicle...much appreciated! I had to drive an hour and half to get there... worth the drive. read more

Excellent customer service. Their website is informative. Great selection of flooring. Great prices. I bought my tile from here just yesterday and had my stuff stored away for my husband to pick up the next day with his truck (today). The only complaint I have is that my husband went home with the wrong tile. We live almost an hour away and he had to drive all the way back to get the correct tile. All he had to go off of was a picture of the tile that I'd sent him before. There needs to be a better system in place to verify that the right products are being given to the right customers, especially since people are spending a lot of money here... But besides that, I would definitely shop here again. read more

Just made my last purchase here. Only gave them the extra star because of product selection (if you can find stuff in stock). Was in the store for nearly an hour, at least 5 employees walked past me and said nothing. The only other one that spoke to me told me I needed to leave the aisle I was trying to get tile from because they were restocking the aisle and closing it. I even told him that I needed help and got nothing. When I finally got a cart and started loading it myself I was obviously stuggling to load it and push it but again, no assistance offered. I asked a cashier if I could either get some help or borrow a box cutter to open a pallete and she handed me the box cutter and said "it'll probably be faster" - because even the employees know that they don't help customers. Gave her the box cutter back and did I get so much as a "did you get what you needed?" or a "you're welcome" - no. Same from the other cashier that rang me up. No "thank you". Nothing. Almost threw my back out loading all this tile into the cart and then into my car. The one consolation to this was the karma kick at the end. Looking at my receipt now I see that the cashier definitely didn't ring this up correctly because according to the store sinage and website, all the tile that I bought should have cost over $400 more than what I was charged. I am going to consider that reimbursement for my experience and shop elsewhere next time. read more

Wonderful store and wonderful people!!! They were friendly and knowledgeable. They answered all my questions thoroughly. Kevin Montgomery was super helpful and a pleasure to work with. I will definitely be going back there in the future for anything tile and floor related. Great customer service. Thanks read more

Worst costumer service ever. Rude cashiers, and very little product knowledge with the other associates. Will not be back!!

This review is strictly for Bri Williamson, the designer at Floor Decor. I was having a hard time getting any help but Bri really saved the day. I actually was having a very bad first impression of the quality of staff until Bri stepped in and knew every piece of tile in the store and all about what would and would not work for my situation. She also has a very good eye for design. She is not pushy at all and took so much time with me. I thought for sure she must be a manager as several employees asked her questions along the way that she quickly answered. She seemed to know everything about the store, the merchandise and design. She definitely deserves a raise, a bonus and a promotion. If it were not for her I would never go back to this store again. Floor and Decor better keep this girl as really awesome, hard working help is hard to find. Just look around. She stood out like a shiny penny ! Way to go Ms. Bri!! read more

Steve is the go to guy at Floor and Decor. Not only did he help us find the tile we needed but when we asked him his opinion on a few of the items and if he thought they would work well together he began to ask us a number of questions. We showed him some photos and then he proceeded to help us lay out our plan and found us some great options that complimented the main tile we had picked out. He was more than helpful. I felt like we had a tile expert along with our own personal decorator. Steve needs a big bonus! He is what great customer service is all about. While checking out, James, the manager came over and greeted us. We shared with him our great experience with Steve and how grateful we were to have Steve's help. After all, we are about to not only spend a chunk of money but once the tile goes down we have to live with it a long time. We have always had great service and have purchased good products from Floor and Decor in the past, but today's experience with Steve (and James) was amazing. Thanks guys. Appreciate the superior service and the much need help in making the right selections. read more

My husband and I had the best experience choosing our flooring this past Saturday. The sales lady - Carol had the best personality, was EXTREMLEY helpful. She made it so easy for us deciding on a lifelong decision. Then she got us hooked up with the in-house interior designer- Jennifer which was the BEST experience EVER!! She took us step-by-step on every detail for my master bath & Jack-n-Jill bathroom. I'm so thankful for both of them. Jennifer's guiding hand in the decision making was impeccable. I saw Floors & Décor online and I'm so glad we drove out and made the trip from Hendersonville. It was well worth it, and I would recommend it to anyone. Top notch place and top-notch employees. Excellent Customer Service!! I so much appreciate the time and detailed attention that was given to us. read more

We came to your store in Antioch last week and were needing some tile for our kitchen backsplash. After my husband I looked at many different choices we just could not make up our mind. A friendly & very helpful lady by the name of Jennifer approached us asking if she could be of help. We told her what we were looking for and she started to show us several of her ideas and what she thought might work well together with our countertops. She was so very helpful! Not only did she help us in our decision but knew the type of end pieces we needed to compliment the tile and also the other products we need to accomplish our project. She had us wait in one area while she went and got all the supplies off the shelf for us. Ask for her next time you need assistance. Thank you Janet and I plan on posting you a picture of our final project when it is finished.... Sandra & Mike Schultz read more

I had been searching for tile for a few months - I live in Franklin, we have a tile shop- we began search there, then felt abandoned by our salesperson so we walked out, AND of course we tried the big box stores & they all had mainly modern only tile ( not my cup of tea). A neighbor told me about Floor & Decor- it was quite a drive but in the end worth it! The prices are pretty fair BUT the reason for 5 stars was the person who helped us at F & D , he was awesome, friendly, helpful & fun to work worth - his name is Johnny Walker and he is extremely patient, even tho he was helping multiple customers at the time he managed to make everyone feel welcome & as if they were very important to him. Great job Johnny & thank you for helping me find the tile for my kitchen! Next time I need tile- I will call to make sure he is in and return to Floor & Decor! read more