The worst customer service. Defective product. Sold me defective flooring. Took them 41 days to offer a resolution, meanwhile, my house is in shambles, with no flooring in some rooms and half flooring in others. The solution they offered did not even cover my expenses for the flooring. They skipped reimbursement of the sales tax, and they want me to bear the cost of returning 1600# of flooring back to the store for a refund. They shipped it to me on a semi. I am a senior citizen and it will cost at least $500 for me to ship this back. I have been without floors, and furniture piled up against walls now for over 50 days. Today they basically told me to go ahead and hire an attorney. Why should I be out of pocket the cost to return the defective product to the store? My suggestion - shop elsewhere. read more

30 minutes on the phone with you guys to get access to my pro account and you still can't get me in. What a joke. I'll stick with Home Depot. read more

I haven't purchased my tile yet but the experience looking was quite pleasant. Huge store, huge selection (most in stock even for a large job) great prices and no pressure from pushy sales reps since the floor associates do not work on commission. Alex was helping us out and was quite helpful answering all our questions which made for the pleasant visit. The only downside was that the tile I decided on the Aurora store didn't have all the different sizes I needed so I'll have to go to Lombard which is a bigger store but farther away. read more

Great service, great tile selection and free design services! Austin from the pro-service desk even called to check in recently to make sure I had been getting great service. Super impressed with F&D. Definitely recommend F&D to anyone looking for great flooring! read more

Yeah, I want to give them business, but I guess that it will not happen. They have Walnut Hardwood from a reputable brand for $5.99 a Sq Foot. I want to bring a sample home, but the sample box opened does not match the wall display well, so I really cannot check it. The first time I went in, the guy tried to sell me on a look I did not want. The second time, I talked to someone, asked if he could sample another box. He said he wasn't sure because the hardwood guy is not here at this time. Call tomorrow. Really, call tomorrow, so I have to take another trip out there? Then, I just tried calling, phone rang for 5 minutes. NO ANSWER, NO VOICEMAIL, etc. Do you want my business? I guess not. read more

Very unreliable Customer Service. Totally agree with some of the other poor feedback/comments. The CS at Home Depot would be a LOT more professional. Save yourself the trouble and go shop elsewhere. I went in to order for tiles and the 2 CS reps were extremely rude and unprofessional in their approach. Finally I got another Manager to come over, who, BTW, was courteous and helped place the order, but even he was not true to his words. He insisted that the tiles would be in-store by a certain date and no later by "this" date. When the shipment did not arrive on time and my contractor threatening to leave due to the unforeseen delay, and when I approached the same store Manager again, he started to sing a different tune that he only said that it was an "approximation" (timeline) and no way was that a certain date by when the shipment would arrive in store. He even refused to substitute with an exact same product albeit with a different SKU which I am pretty sure if he wanted to he could have. Not good! read more

Extremely rude and put out when we tried to ask a question about the difference in wood flooring types... Would never shop there again

Great selection, but staff was not helpful and overall not available. If you know what you want, probably a good store for you. If you need help from staff, I would steer clear. read more

I'm not sure if it's only bad at this location, but this particular store has ensured that my fiancé and I will never shop at a Floor and Décor again. Their prices are not any lower than their competition, their staff actually turned around and walked away when we tried to approach them with questions, and when we could track someone down, they said they had what we needed in stock, 56 pieces of them in fact, and it turned out there were none within the entire store, unless we were willing to take part of the display that would still have wood attached to the back of it. Clearly, this store is incredibly poorly managed. The staff was worse than those you would encounter at Walmart. If I could give it zero stars, I would. Given that their prices are no different than other stores, the only draw would be a slightly bigger selection. However, I'll take fewer options with them actually being in stock and being helped by friendly staff over going anywhere near Floor and Décor again. read more

We purchased a large amount of tile here for two projects. We were told any leftovers could be returned. What they fail to mention is that you have to return it within 30 days. By the time we had to wait for a few pieces that were at another store, lined up our installer, it was 60 days. Any other home improvement store, Lowes, Home Depot, have a 90 day return policy. So now I have a gift card for tile that I will never need/use. They may have great prices, but really it's not worth the headache. DON'T SHOP AT THIS STORE. read more

So, the company for install never calls you back. Then when you try and do a return and you purchased it from this store, if the pick up is at another store they tell you to call to get it unpicked! Even though you didn't buy it at the other store. Well, after complaining they finally fixed it and refunded my money. The cashiers at the front are lazy, non cooperative and when one talks to the other, the one giving the answers will not talk to you and only to her. I think the products are good and the back pro guys are good l, but the cashiers are worthless. read more

Avoid this place like the plague unless you want damaged product, substandard customer service, and BEING DEBITED ON YOUR FLOOR DECOR CREDIT CARD INSTEAD OF CREDITED UPON RETURNING PRODUCT. We came to this store and were impressed with the sales guy, Brian and one of the managers, Rocco. They are honestly the only positive things about our experience at this store, and are their skills are truly wasted on this location. Unfortunately, that is essentially where it ends. We bought engineered hardwood product, only came to find out, it was extremely poor quality, most of the planks were broken (far more than the 10% "allowance"). We also bought tiles and every tile in the box was DAMAGED and we had to exchange. In addition, we ordered stair nosing which we waited nearly a month for, and that came damaged and discolored. Each of these trips to return or exchange product already costs us more time than we should be spending. It is frustrating to have to fix everything. However, the most frustrating experience was the one that we dealt with yesterday and this morning. As I mentioned prior, the engineered hardwood floor that we purchased was poor quality - so we decided to forgo it entirely and return whatever boxes we had remaining. We completed the return to our Floor + Decor credit card (or so we thought). We received and stored a receipt and lo and behold yesterday I get the statement and instead of crediting our account the 2 thousand, the incompetent sales person DEBITED OUR ACCOUNT INSTEAD. So to recap, instead of removing 2k from our debt, we now have 4k more debt than expected. Of course, this set us over our "account limit" and was reported on our credit reports as us having a balance that was beyond the maximum balance allowed. I don't believe that sales people should be allowed to handle large amounts of money like that, if they are not properly trained, detail oriented, etc. AS THIS AFFECTS PEOPLES CREDIT HISTORY. Of course, we immediately called Synchrony CS + they can't do anything until we go to the store. This morning, I sent my husband to the store, (FOURTH TRIP???? - LATE FOR WORK TO DO THIS TOO). He approaches an associate and asks for a manager, so says that she is the manager, he explains the situation and she responds and I quote "Didn't I already fix this?" (MEANING THIS HAPPENS TO MULTIPLE PEOPLE!!!!!!!!!!!). Didn't apologize for the inconvenience (actually might have mumbled something at the end), simply said "mistakes happen" (sure, except these are costly mistakes worth thousands of dollars - its not a restaurant screwing up your order). She ended up fixing the amount (The entire time she was extremely slow, monotone, + had no sense of urgency or desire to make up for the terrible impression that we had of the store - like at least fake that you're apologetic???) and then told my husband that we should be satisfied because when he came back this morning she refunded him the money correctly (WOW, SHOULD WE THANK YOU FOR CREDITING OUR ACCOUNT AFTER RETURNING THE PRODUCT AS SHOULD HAVE BEEN DONE IN THE FIRST PLACE??? - IF SO THEN THANK YOU SO MUCH FOR YOUR TROUBLE!!!!). Of course, we're not satisfied because now we have to go through numerous phone calls to Synchrony CS to fix our minimum payment (which is elevated), and have to contact three individual credit agencies to dispute incorrect information on our individual credit reports. So, thank you for the headache. Please please please avoid this store like the plague. Save yourself numerous trips, extremely substandard customer service, and opening boxes to find damaged planks, tiles, and nosing. read more

We just went in to purchase flooring & the material. We were immediately greeted by Carlos who assisted us through out the whole purchase. He made it quick & painless. He was extremely informative & not pushy. He is your go to if you want to be in & out with no hassles. read more

I am surprised by the previous reviews concerning customer Service. I went to the store the week before last while grabbing some kitchen cabinets. And the store was empty (there was a Blackhawks Game on). I had three associates ask me whether I needed assistance. I located a tile and went to grab a cart when an associate grabbed one for me. And assisted me with my entire visit which was nearly an hour. I saw a tile and love it. He asked me questions about where it was going etc. And in the end, I changed my mind several times. I cant remember his name but he was originally from Georgia. read more

Huge selection of everything! Went in 2 different times and was helped by the same employee, Brenda. I ended up totally changing what I originally thought I wanted due to her knowledge and experience. She took the time to help me pick out all the flooring, shower tiles, accent and grout needed for my bathroom. I couldn't have done it without her. Definitely going back for my vinyl laminate flooring and backsplash for my cabinets. This place is great. read more

I was a regular customer at this place. After all spending thousands dollars worth merchandise from this store, last Sunday (10/9), very bad experience I received from Cashiers and the shift manager (a lady), when I returned a low quality tile spacer, which my contractor said that he can't use it because it wasn't holding the tiles (which recommended by one of the associate from the store). They first hesitated to accept my return because it was opened and then I told them I am not returning, just getting another brand spacer, finally they accepted my return after giving me such a hard time for $2 some... never coming back to floor and décor... good bye. read more

Floor guys was very knowledgeable and explained everything well, worked with Elijah.... Also want to point out the warehouse guys are awesome... They loaded everything up in the car professionally and quickly... All with a smile... Tyler was the one in the back. read more

I have bought hardwood and tile from this store. They were price competitive, answered all of my questions and even were helpful in picking product. I bought tools from them at very close to the lowest price I could find online. I shopped for hardwood floor and advice for six months before I went there for the first time and after two trips there, I left with a few mini van loads of wood. I cant believe all the bad reviews I see here for them...definitely not my experience! read more

Great store with very helpful staff, especially Kip from the flooring department. He went above me beyond to ensure he was helpful in address all of my questions as well as ensuring the product was wrapped safely. read more

Decided to put in a new floor but had no idea what I was looking for. Gentians in designed took her time to explain the differences in the type of flooring. Based on her knowledge I took her recommendation and am so happy I did. The floor looks wonderful and friends/family love it. She also recommended other updates I could do that would help update my home. So nice to deal with someone so professional and hat has great taste. Have told all my friends about her and will definitely do her updates this year. read more

I had ordered 8 mosaic tiles online, after going store to store with not customer service at any location. So I ordered them online and 2 of my 8 tiles were from the Aurora store. They had sent me the wrong color way of the tiles, I called the customer service, who said it was too much work for her to process the exchange that I should just call the store. I call the store, where a not very helpful employee told me she would ship out the correct tiles, and mail me a return label so I can send back my wrong tiles. 3 weeks later, I still don't have my tiles, they were never shipped nor was I contacted from the store if there was an issue. read more

Nice selection just very understaffed. Only like 2 people there know what theyre talking about so your gonna wait for some assistance. I left after waiting for 30min to home depot. read more

Very disappointed in our experience. During the installation of the hardwood flooring we had purchased, it became very obvious that many of the boards were damaged or so discolored that the entire installation had to be stopped. This was a nightmare as we now have to look into a different store for our hardwood. Not to mention that even though a refund was given, we were stuck with renting a truck to return the hardwood. So, in fact we were stuck with two delivery fees for an inferior product. The product was Bruce hardwood flooring. So, now our first floor is plywood subflooring & we have to figure out where to go next. I will never recommend Floor and Decor. We were going to purchase our backsplash & other materials from this store but we are afraid of starting a project with more damaged goods. What happened to quality control and owning up to an inferior product? Certainly stepping up with at least the return costs of the product would have been a gesture in the right direction. read more