I like this place. Only complaint I have. They wouldn't take ther stones back that's one the floor. Same one. Same style just a different sku# now. I'm buying more stone for bathrooms & kitchen. They place has ALOT! Gives you great ideas seeing so many different types of stones ' backsplash. read more

Beware special orders... they do not arrive in time, and customer service is awful. We purchased special order moldings to match our selected laminate on December 5. At the time of purchase, delivery time for our specific items was quoted as 7-10 days. On December 19, we called Customer Service, and we were advised that the items would be arriving at the store around December 25, and the store would ship them on at that time. After that window came and went with no ship notifications, we called again and were advised that 13 of the 15 items we ordered had arrived at the store, and they were waiting for the last two units to come in before shipping. So as not to further delay our project, they agreed to inquire with the purchasing team whether the last two units would be arriving in the next day or so, and if not, they would ship us the items that had arrived, and send the last two items separately when they arrived. We were promised an email with the outcome of this discussion within 1-2 days, which also never arrived. It took 2 more calls before the partial shipment was released - on January 20. Our remaining items were delivered on February 1... almost two full months after our order date. read more

This place is amazing. I could easily spend the day here looking at tiles for my bathroom (or tiles for the kitchen and all home flooring) and I did around a year ago. I feel in love with an accent tile for my bathroom but the workman was a jerk and we never struck the deal so I never got the tile. Worrying that the accent tile would eventually not be available I headed back a year later and searched the store for it. Thankfully, Joel came to my rescue. He spent probably an hour with me searching on the computer and finally he found the tile in the back room. He was patient and determined to locate that accent tile that I feel in love with a year ago. So thank you Joel for your hard work in making a customer happy. I apologize for the lateness of this review. I should have done it 2 months ago when Joel helped me and I got the tile but as you can tell I'm a procrastinator.. read more

I cannot rate Floor and Decor as a whole because I am actually irritated that my online order wasn't ready for pickup on time. However, Antonio Martinez provided us with the best customer service I've ever received!!! He was patient and helpful in helping us find alternative options that were in our price range. He went above and beyond. read more

Fantastic service! I brought an empty brain to Floor & Decor and wished somebody can help me with picking tile. The quote man (Herminio) was super helpful and professional. I bought several samples home. The quality of tiles looks good and returning policy is good as well. The only thing the store need to improve is the store needs to hire more cashiers. read more

The only reason this wouldnt be zero stars is if the employees weren't friendly. Otherwise my exoerience was awful. Most of my gripe seems to be a company wide issue. First off, plan on getting your own SKU #'s and taking pictures of everything yourself because nothing is labelled. They're like ikea but they never tell you that you're expected to write down what you have. Their return policy seems to vary from store to store. AH, Lombard, Naperville all have different rules except they're never mentioned and written nowhere and vague. Such disorganization. Poor management. Crappy company. Most of my order was broken, also. But after dealing with a return there once, I'm dreading taking the tile back. read more

While the selection and prices of this place is great, the customer service is awful. I purchased tile at the Skokie location and found myself in AH. I thought that I would try and return leftover tile at this location. I walked in and immediately an associate indicated that my tile wasn't theirs. I produced a receipt and said that I bought it in Skokie. They refused to take the return because they didn't carry that particular tile. Really?!! It's a chain store. I ended up returning it in Skokie without a hassle. Avoid this location if you can. read more

In there on a quiet Sunday morning and no associate said hello or asked if we need help. Finally after 15 minutes we just left.

Very poor customer service and crazy sale policy. Watch out how much you buy as they don't accept returns if you have an open box- I have bought floors/ tiles in so many places and never got in to the point where I can't return items with the open box. read more

forget anything needed with a special order. or to just finish a job. you may never get it. ordered corner-round to match their dura-max flooring. product is made for f+d only, color is f+d only. nowhere else to buy it. they say 2 to 4 week delivery for corner-round????? it is in their warehouse, and they can't get it to a store in 6 weeks. wtf it has been over 6 weeks and still no corner-round. no call. no customer service. no nothing. 3 store visits and 2 manager visits and still nothing. i'll spend my $2,000. on flooring and $500. on corner-round anywhere else. going there now to get my money back on the special order corner-round. talked to the store manager twice already. glad i waited to buy the flooring. so i will not be buying f+d flooring. home depot can get the color corner-round special order in 10 days . read more

Poor customer service at Floor and Decor, Arlington Heights. Met with one of their "designers," who said she couldn't help me because I had already picked out everything! She reluctantly went and got me a sample tile. As far as calculating the amount of tile and price, she was unhelpful. Apparently she did not know that a square foot equals 144 inches. She told me to go on their website to order tile! Don't know why I bothered to get her consultation. Next we found out that they gave us a wrong box of tile when my bathroom floor was 80% installed. I spent 25 minutes on the phone with their customer service department. E-mailed pictures of the incorrect tile. They told me that there is variation in natural stone! But this is not variation, this is wrong tile! So we took the wrong tile back to the store where Scott told us he couldn't exchange it because he had just packed up all that tile for another order! I pointed out that my order was from six weeks ago, and my bathroom floor was almost complete. He refused to help us and looked away. But an older gentleman came by and saved us by finding replacement tiles in the warehouse. Thanks a lot, Scott! The company has since contacted me to say they are attempting to improve customer service, for which I am grateful. read more

The selection at floor and decor is insane, the store is gigantic. They carry quality products at affordable prices. I have bought tile for both my bathrooms and my hardwood floors from Floor and Decor - everything is holding up well. Mike was extremely helpful while I was in the purchasing process. I will continue to go to this store for their great selection and knowledgeable staff. read more

My husband and I had an amazing experience at this location. Chris Brinko, the manager, was extremely helpful and very knowledgeable. He helped us on multiple different occasions and with several different projects. We will definitely come back if we need anything with future projects! read more

We have been on a home renovation roller coaster over the past year, and without this place and the people who work here we would have been screwed. First of all, no one can beat their prices and selection. Second of all, every person who has worked with us here and helped us has been knowledgable, prompt and reliable. We have worked with the designer who gave us so many ideas and samples to choose from. We also worked with Chris from the sales floor who had a lot of knowledge, as well as one of the other guys who took a lot of time to help us. We have called in orders, gone to pick them up, and everything was smooth. It actually worked out that we went in and the floor we wanted was on sale the day before, but someone forgot to take the sale tag down, so the manager gave it to us at the sale price. The only thing is they work with an outside delivery company, so it is costly. We ended up renting a vehicle for the day to get all the flooring for our entire house. This is our go to place as soon as we start a project, it is not supper close to us but very much worth the drive. read more

I ordered three marble corner shelves for our shower. When they arrived they looked completely different from the pictures online. They were supposed to have extensive gray marbling, yet the shelves we received were stark white. After two phone calls, an email, and another phone call 90 days later I was told that I could return them but I would not be refunded the shipping costs (fine) AND would have to pay the return shipping because they had sent me the right product and I was simply unhappy with it. I was told there is natural variation in stone and the marble I ordered could technically be completely white. I understand that natural stone varies but to send me something that is completely different from the picture and description seems wrong. Terrible product and atrocious customer service. read more

I don't usually write a lot of reviews but my experience was so bad that I feel like I need to share my feedback on this store location. My intent is to provide honest but constructive feedback. This store is an absolute dump of a retail location!! The store associates were HORRIBLE. For a moment, I thought I might have been on some kind of a hidden camera type situation where someone was going to come out and say ..........just kidding, we are really not the worst group of store associates that have ever been employed. At one point, I asked an associate back by the Pro desk if he could help me find the grout that the website said there were 24 bags available but the shelf was empty and the answer was NO that he should have got off 20 minutes ago and if I wanted help that I should ask the store manager to get the stock down. I asked why the manager would need to help and he said that because so many people have quit from the store that they were short handed and the manager needed to do it. I said Ok and could he call the manager then to help out and he disappeared for good. Literally.....the store was a dump and looked like it was going out of business. One example, there were several aisles in the back by the grout that were blocked off with tape and bags of grout laying all over the place. Several customers had to go around the tape to try to find what they needed because there was nobody to assist. One poor guy was digging through a pallet on the ground of broken open bags trying to find what he needed. I can't believe that this store is even associated with Floor and Décor chain. I feel so bad for the Skokie location where we shopped previously and had such an awesome experience. The only reason we came to Arlington Heights was for some bullnose that Skokie ran out of stock. Floor and Décor corporate office needs to make some very serious evaluations of this store to determine if it represents the quality and shopping experience that I assume they strive to maintain. If they can't bring this store up to the quality of other locations then they should seriously consider closing this location because it's an embarrassment to the Floor and Décor brand. read more

What a fabulous place! My husband and I are renovating our home and needed tiles of all sorts for the home. I was initially worried it would be more of a discount store that would provide low quality help. Boy was I wrong! One of their associates, Antonio, was so incredibly knowledgable in design as well as the practical application of the tile for installation. He spent so much time with us, was completely thorough, and came up with some excellent design ideas. Not only did he have a degree in design, but also hands on experience with home renovation. We went to a few other places--more boutique tile stores--and the service and prices were hands down better with Antonio at Floor & Decor than the other stores. Prices are fabulous and plenty of people there to help. read more

This place is awesome. Great prices and knowledgeable, helpful, friendly staff. Home improvement is hard enough.....an easy shopping experience like this helps. Will totally come back here for all flooring projects. read more

If I need 100 square feet of tile, the person helping me should know how to do the math, so that when I get home, Im not short the amount of tile I need. If I need 7 boxes of said tile, I need for the person loading my tile to make sure all the boxes are the same color so that when I get home, I don't discover that I have mismatched tiles. Absolutely inept unqualified people on their floor helping customers. Bad experience, with all the above mentioned, wont be going back. Oh wait, yes I will because I have to return mismatched tiles. Ugh. read more

So Floor and Decor did send me a private message a day later that they would get back to me but to this day No one reached out! I will not ever do business with your store again! Very poor management and follow through! read more

George was very helpful and knowledgeable while we choose our items! The store has a huge selection and every staff member we interacted with had a smile. read more

Floor & Decor Arlington Heights, IL location. As I sat in the parking lot watching people come and go the service I witnessed was unbelievable. Employees helped load cars, three of them helped a man pick up product that slid off his truck. Two of the cases opened up and they were just taken back in the store and fresh ones were brought out to him and the customer didn't even have to ask to have it done. My own purchase was made easy by the cooperation of the salesman. He even took samples outside so I could see the true color in the day light. He offered to do it without me asking. The service and care of their customers is FANTASTIC!! read more

Really happy Floor & Decor is on the local scene. One of our companies buys homes and resells them. In this process we are ripping out almost everything in a home and replacing it with new and modern features. Recently I made a very large purchase of hardwood and various tiles needed for our newest project. The people at store level that helped me were really nice and most important had very good product knowledge, and even had some great product suggestions. The selection of wood and tiles is fantastic and the pricing is aggressive for Quality Products. For us when we turn a property over to a new owner we want it to look great but as important is the quality of products we use in a home. I strongly reccommend this company. read more

We loved Floor & Decor. This was our first visit to this store and were very impressed with the pricing and selection. We actually figured that we saved at least $1500-2000 on our bathroom tile because of the pricing and selection. Most importantly and something we cannot forget about is the service. You might think that because of the warehouse feel to this store you would not expect any help. Antonio was amazing and extremely helpful. I would go so far as to say that he helped "design" our look. We very much appreciated his opinion, his knowledge of color, and general help as we navigated the store. read more

Thank you Bud for making my visit and purchase stress free! Went above and beyond to help me out!!

Worst experience at this store and company and so incredibly frustrating. We were told our flooring would take two weeks and our receipt showed pick up on September 30th. It's now October 15th and we still don't have flooring. We have got nothing but vague answers from both customer service and the store with absolutely no commitment to getting us the floors we spent $6000 on. We are now losing our contractor due to the over two week delay to another job and we currently have our existing floors ripped up with two small children. If you're trying to coordinate installation, don't use floor and decor. We ordered different flooring for our downstairs from a competitor and received it in 4 days. read more

Trying to get a order in for a job at the pro desk. Not very helpful and the desk clerk (Rob) couldn't figure out how to take an online order nor check my account...or didn't want to.... read more

A business is only as good as its employees. I was fortunate to meet Devin Webb at the store, as I was so confused about picking out material for a replacement of a shower threshold. He discussed the various products and was so patient with me! He gave me great tips about installation too. Devin is an expert in the field and Floor and Decor is lucky to have him on board. BTW....I walked out of a competitor store just hours earlier, because I couldn't get help. read more

One of the best floor and decor's I've been too. Very clean, organized and the staff is so friendly and helpful. Chris B was very knowledgeable and called to different stores to see if what we wanted was in stock. I'm so happy to be moving closer to make this our floor and decor location. Thank you Chris B for all your help!! read more

Shopping at this store seemed overwhelming because there are so many choices. However, then Darwin stepped to help. He was terrific. Completely changed what we were going to do and showed how to save a whole lot of money in the process. When he had to go to lunch Het stepped in. He patiently spent a lot of time. Incredibly happy with the choices. We highly recommend the Arlington Heights store. read more

Received private message requesting contact info. Provided cell, but never received call as promised. Reached out 2 additional times to say no call. Received response each time indicating store manager would call next day. To date...no call. Very disappointed with customer service. It is possible that issue stems from store manager at this location only. I hope corporate looks into this because that is too bad. A beautiful store, tons of options, but no customer service- I won't be back. read more

I came here after receiving an absurd quote from the Tile Shop. Yuliya helped us with our bathroom design from beginning to end. She really helped us out by making the process much easier, estimating and letting us know exactly what we needed. Prices are great as well! read more

Know what you need before you go there, do not rely on their employees. After buying 45 sq. feet of 3X6 wall ties for a tile project in my kitchen, their employee handed me the grout I would need to complete the project. When I opened the $58 container of grout I discovered he had handed me the wrong type of grout, sanded and not the unsanded type. The manager refused to return the bucket for the correct grout type. read more

Love this place, there is so much to chose from and the prices are great. I found the customer service to be really good, in fact Mauricio was the 3rd person to help me, and unbeknown to me, he stayed beyond his shift to make sure we completed our work together. I am decorating an entire home so I spent hours there and enjoyed it more than I thought I would!! read more

Undertaking and completing the countertop of our outdoor kitchen was a task that my husband and I committed to accomplishing this summer, 2018. Our goal was to find a granite stone which possessed a richness in color along with an organic quality to the rock lines and layers.The trick was, in which we both agreed upon, as well as it complementing our patio space. We had built our outdoor patio and kitchen in 2011. At that time we searched many different providers, visited numerous showrooms, and gathered quotes. Ultimately, only to postpone the final component, the countertop. It was due to lack of choices of stone of color and line, along with vendors eludeding to an unwillingness to work with the uniqueness of our outdoor design. When my husband and I walked into the Floor and Decor, Alrlington Heights, IL,we easily found our granite options and were able to compare and contrast the stone, but also, the design of the pricing and the explicative charts, allowed us to discuss, visualize and decide independently our stone of choice. There was no surprise, there was no pressure, but yet, when we were ready to place the order, the sales rep, Melissa, was knowledgeable and presented herself with authenticity of knowing the process, explaining the process, and creating the order for expediting the outcome my husband and I envisioned. Floor and Decor works with The Countertop Factory, Midwest, in regards to the fabrication of the granite to the customers design. Once our order had been placed with Melissa, and the job order moved to The Countertop Factory, THAT was the beginning of mayhem and miscommunication within its own business. As a result of miscommunication, lack of follow through and trying to work with The Countertop Factory for 3 weeks to schedule measurements, completion dates, etc...I was frustrated to say the least. Many are aware of the saying, "the straw that breaks the camel's back", well, a "no show" of a scheduled appointment was "my straw" of finality to the mayhem. It was at that point that I had made the decision to call Floor and Decor back and explore how they may be able to make an impression upon The Countertop Factory that I was not happy with the commitment to the service in which I was guaranteed, in addition to shrinkage of my contractual time for price guarantee. Chris, the Manager of the Wood Department was the person who took my call and listened to the complaints I had of the customer service I was experiencing. He gathered the information, assured me that he was going to look into how he was going to...and what were the best ways to approach the problem to bring resolution. He assured me he was going to tackle the task the very next morning and I was going to be presented with a working plan to complete my project. Chris did exactly as he had said. By noon of the next day I had been contacted by The Countertop Factory providing me with benchmark dates along with continuity of the measurement representative. I strongly believe that Chris, with his willingness to listen, his ability to problem solve and taking ownership of providing good customer service is what helped the expediting of events. Thank you Chris. read more

Some of the worst customer care I have ever experienced, we are flippers and and will sadly not be returning to any floor and decor locations. Store managers over bid a job by several boxes of flooring and then denied the return, spent hours on the phone with customer care who then said it was up to the store to accept the return, which they would not, on a side note very disappointed in the quality of the flooring products purchased. read more

Chris Brinko is the man! Helped me out. Nice people. Very wide selection. It's better to go during non-peak times. Go during their summer clearance sale time to save big. read more

Big store lots of selection. A big shout out to Brittnay who helped us today. She was very patient, professional, pleasant, knowledgeable, she had good insights and a very good eye for color. Her help was greatly appreciated.. read more

Called 3 times without anyone answering the phone with no voice mail option. On the 4th call, a lady answers . I asked her if she had a certain tile in stock. She transferred me to another extension where no one answered and didn't have a chance to leave a message. Don't know how they stay in business. read more

I went to Floor & Decor to get some tile for the bathroom that my husband and I are remodeling. Initially, the prices are very fair and it almost makes it worth it. But, there are definitely so some huge flaws in this company's organization. Be expected to get almost every SKU/UPC number yourself because nothing is labeled. It's completely ridiculous! What is this, IKEA? No, because nowhere does it say customers are expected to write down the product numbers. Luckily, all of the employees seemed to be very helpful and nice. I think the problem might be at a company level and not with this particular location because the Skokie store seems to have the same problems. However, I also feel that even though the employees are fairly nice, there are very few workers there. It was difficult walking in and finding some help, even though the help was good. read more