Let me start by saying if it weren't for the actions of a certain super star employee - Frank - my review would have been 3-star at best. On the plus side, the prices are great as is the selection. Customer service can be a little iffy, however. Unless you happen to be fortunate enough to encounter an employee who really cares about their job your experience might feel like you're in a self-serve establishment. I don't care to dwell on the negatives so I'll accentuate the positives. Another great employee - Ryan - went out of his way to help me find what I needed while I was shopping. He even loaded my order himself because the folks in the loading department were swamped. When I got home I discovered that one of the boxes of laminate was the wrong color, however. Since I live in Dripping Springs it would be inconvenient for me to return to the store to swap that box out. I called the store to explain my predicament and was eventually routed to Frank who saved the day. He offered to bring the correct box of laminate TO MY HOUSE and take the wrong box back to the store. Not only did he do this but he called to let me know when the box was delivered and that he left it inside my gate so no one would be tempted to steal it. Wow. Talk about turning things around. 5-star service! As an addendum, I'd also like to give a shout out to the manager of the store, Robert Patton. He followed up with me via email to apologize for the mishap and to make sure I was totally happy. Yes Robert, I'm totally happy and if I have any other flooring needs I will definitely visit Floor & Decor again! read more

Don't buy solid wood flooring here! Just started a project, and found the wood width varies by up to 1/8 inch. Makes an eye sore of a gap between wood pieces, and makes keeping a straight line impossible. Laid 3 of 48 boxes. Contacted the store about their quality issues, and was told they would exchange the unused boxes, but I should just use wood filler on what is already laid, and they would not reimburse me for that. If I wanted a crappy looking wood floor, I would have kept what I had. Now i have a room that has to be ripped up, at my cost, and additional wood purchased. Wonder if my exchange will be as poor quality as the first batch? This is my last purchase from this out fit. read more

I am very impressed with the level of service that we received from Keisha. She was very knoweledgeable and went out of her way to help us plan our flooring project. I highly recommend floor & decor for the do it yourself-er. You can save so much money with the good product selection and expert advice of the staff there. read more

We came in to return some samples and buy a box of tiles for our backsplash. There were some issues with the system and despite trying on multiple registers and using different methods, the transaction just wouldn't process. We were ready to just buy the new tiles and come back to return the other ones another day, but the manager came out and offered to just let us take the tiles without paying the ~$20 difference given how much time we've already spent here, so we don't have to come back do this all over again. All in all everyone was very patient and thoughtful, and also tried to make sure all the other customers in line were taken of as well. This was also my impression the first time we came in, so I'm pretty happy with the customer service we've gotten here. read more

I bought tile for my new shower at the Braker Store in Austin. Beautiful crazed tile, but unfortunately the grout got in the crazing and changed the appearance of the tile. After seeing samples of the before and after tile, Managers Kelly and William decided to refund me for all the boxes of purchased tiles. The tile could have been sealed first to prevent it from happening, they told me, but neither my contractor or tile contractor knew this. Kelly at Floor and Decor did. Since the boxes didn't specify this, they made the decision to refund for the entire purchase! I already had to pay for two tile installations, and was so relieved I didn't have to pay for two sets of tile! Thank you, Floor and Decor! I will use you again on my next project! read more

Since last spring, I have worked with various associates in store #121 on Braker Ln in Austin. In EVERY case, with out exception during the dozen trips I have made to their store, I have been provided exception customer service from friendly and knowledgeable well trained, willing people who also seem to support one another well too! What an exception team! Floor and Decor, your store 121 team deserves to be well paid. They really go the extra mile for your customers!! read more

Found an excellent quality tile for half the price to redo the floors in my whole house. Andrew (Drew) was very helpful and knowledgeable. He got my tile set aside and helped with the arrangements for my contractor for pickup. He even helped make sure I got the same lot when I needed to get more tile later. I've looked all over for months (even special order) for back splash tile, but never found anything that looked right with my granite. I finally found the perfect one here. Brittany helped me track down tile for my back splash when it wasn't on their shelf. She found out when it was coming in and helped me get it in hand. read more

Miss V was great. James was great. All the folks there are courteous and knowledgeable. 4 stars because their delivery fees are ridiculous . read more

I always have the best experience at this Floor & Decor. Matt N. has helped us multiple times. He's very knowledgeable and extremely helpful. I'd recommend this store and his service to anyone! read more

My husband and I are remodeling the bathroom. After being surpassed by the excellent offer of the business, we went to ask for certain materials to Victor Pedroso. But that is to say how well he assisted us. Full satisfaction. He took all the time to explain to us which were the best products we had to buy based on the tiles we had chosen. We have never experienced exemplary service like this. Not only he showed us the best products, but also, he walked with us the entire store to match floor tiles and wall tiles according to our bathroom space/design. Thank you Victor for the exemplary customer service. We planning to keep going to this store and no doubt we are going to ask for his assistance read more

Good product selection and pricing for DIY projects. I usually shop on-line first so I have a really good idea of what I want when I go in. Sometimes seeing the item will make me change my mind entirely so good to have the option of seeing it before ordering. Help from staff can be from extremely helpful and well versed to clueless and more interested in sitting around texting on their phones and talking with each other than helping a customer. I've made 4 large purchases and keep going back, but have come to expect little in the way of help. The store manager is helpful when he's available. read more

Prices were pretty good but the game changer was the customer service I got! Jeremy in particular went above and beyond any realistic expectations. His help and true care and concern was very much appreciated. read more

Floor & Decor - Home Decor Near Me - Austin, Texas

We went to the store for the 2pm Saturday class on do-it-yourself tiling. Our instructor was Style Matt. He was wonderful, answered all my questions, and did a terrific job of explaining every facet of tiling bathroom floors, from prep to layouts, cement, cutting, grouting and tools. He made great recommendations, and we felt like he really cared that we'd be able to do the job ourselves. We're in the process of buying a new-to-us house that has 4 carpeted bathrooms - ugh. With Style Matt's excellent instructions, I feel confident that we can do this ourselves, and as soon as we have our closing, we'll be back for all the things we need to do the tiling and to do it right. Thank you, Style Matt. read more

WEB SITE for ordering is AWFUL! Associate in the store told me I can order tile on line that they do not have in stock and it can be shipped to the store for free. NOT! I placed a $75 tile order on line, it let me choose being delivered to the Austin, TX store and then after paying for it, they cancelled my order about a week later. I call and they want $160 to ship the tile!!!!! Apparently, their 'on line' ordering is just picking stuff from the store shelves, but their computer system doesn't know what store has what. Get in the 21st century! read more

Shopping here is far easier and less crowded than Lowe's or Home Depot, but with the same competitive prices. I have shopped here for kitchen wall tile and wood and bamboo flooring. They have a good selection of both. I bought the former but not the latter, but it helped me to comparison shop. If you are remodeling, stop by this place for a stroll around. read more

So disappointed! Found the tile of my dreams but Austin didn't have it in stock and they want to charge me $104 to get it shipped to the Austin store! What? Houston, Katy, Dallas, Plano, etc. all have it in stock - but not Austin - and they want me to pay them to ship their own product to their own store. Going elsewhere.... read more

Awful customer service from manager and staff except for Jeff. This poor guy was the only employee helping customers while everyone else was MIA. A display I liked had not only the wrong laminate description, but the pallets under it was a different wood. So we went home with 27 boxes of the wrong wood and all they had to say was to just bring it back. Not only that, but they argued with me about the display being incorrect and said it was not and that the color changes with each lot.Hmm... I don't think it changes that drastically...lol. I had to hunt the right one down from another isle and show them that it was indeed incorrect. Anyhow, after all that we found Jeff who corrected the error and went above and beyond to help us out with some other stuff we needed. read more

Great selection. Rose was extremely helpful in gathering our large order of tile. Had to wait a bit to get the tile loaded at the dock even though there was nobody else waiting. Once we checked again, they got to it right away. read more

Matt was fantastic! We went in just to look at tile, but left feeling more confident to take on our project! He really knew his stuff and hooked us up with aLl the anticipated gear and tools we would be needing. He gave us great prices and great knowledge! If you're taking on you're own tile project - hit up our boy Matt! read more

Good prices, good selection but I've been sitting at the loading dock for 3 hours waiting for them to bring out my tile. Terrible customer service, very disorganized, shop here for price alone and bring your patience. You are going to need it! read more

Since I am remodeling our kitchen and master bathroom, this is one of my frequent stopover. Lots of new ,beautiful items. What makes all the trips worth is the exceptional service by NICK! Way to go, NICK! Will be back soon again and definitely looking for NICK. Thank you, NICK! read more

Yes the prices are great. But the customer service is awful. We stopped by to pick out floors and was completely ignored by the staff. They were too busy playing on their phones to notice us standing next to them trying to look at the samples. So I placed an in store pickup order that was supposed to take 2 hours according to their website. After 5 days of it not being ready, I cancelled my order. The customer service rep on the phone was rude and not helpful at all. I don't care how cheap the flooring is, I won't be shopping here again. read more

Great prices and best selection. I bought 18X18 travertine.

Wish I needed more Floor stuff. They have a great selection of tile, really different stuff too. Staff member Nick was great today, helped us tremendously, he is very knowledgeable. We were buying both tile and wood floors, everyone was so amicable. Feels like a Mom and Pop shop, everyone really cares that you're satisfied. read more

Horrible customer service besides john. A few of the other employees seem motivated but have no direction. Had a manager sit and take selfies with his friend that stopped by instead of helping me find a $2500 order I had placed. Pick up in the back can literally take hours. As a contractor it's appalling how unorganized they are... Never come here unless it is absolutely necessary. Not worth the headache and little savings you get for the hours of time you waste. read more

Rafael who works here is AMAZING! He was very helpful when we were trying to pick out our kitchen backsplash. He got us set up with the tile and the mortar and grout we needed to make it look the way we wanted. He worked with us for a while to get us what we really wanted. Thanks so much Rafael! read more

I recently went to this store to help a friend pick up her large order. I could not believe how rude and disrespectful the man working the computer at pickup! I tried to get his name but was unable to see his name tag. He was not only rude but his hateful glares and sharp words were sarcastic and aggressive when people were simply asking how long will it take to get their order. We were asking because I had to pick up my children. He should never work in a customer service position! I felt terrible for the young men that had to load everyone's order that faced backlash anger from the customers that were attacked by this other individual, but they were very professional and polite and need positive recognition. read more

Ok, taking a star away because of customer service. My first visit must have been a lucky one because the employees were helpful and friendly. I had to make a couple of follow up visits and a follow up call, and the service was less than stellar. On the call, the girl put me on hold to check on my question. I was on hold for 20 minutes. After going back a few times, I did, however, discover that Sean is very helpful and a bit more knowledgeable than some of the other personnel. He has years of experience in the flooring business. So, if you're there and have questions about different types of flooring, look for Sean. read more

I've visited this location about half a dozen times in the last month since starting a flooring project at my home. Every time I've stopped by, I've received helpful and friendly service from the sales staff--from helping me select items to answering questions about installation, the sales people were wonderful. The customer service, on the other hand, is something quite different. Unfortunately, I had to return an order of travertine, and they made the experience extremely difficult. To make a long story short, I purchased a large quantity of tile, rented a Uhaul to pick up the product, drove home in 5:00 traffic (not their fault, of course--but it just adds to the suck factor of this experience), and started unloading just to realize...this supposedly sleek, modern, gorgeous travertine has large purple translucent splotches in the WHOLE pallet. Oh my goodness...talk about frustrating! And of course since I rented the truck for only one day (shouldn't have needed more than a couple hours for one trip), I had to make the drive back, again in miserable traffic, only to get major attitude from customer service about the return. Not exactly how I wanted that experience to go! After the hassle with the return, I decided to just spend a little more money and purchase comparable tile somewhere else where I knew customer service wouldn't be such a pain! read more

Yay for quantity over quality. They get 1 star for having a bunch of stuff. Past that... grrr. I went in to the store explaining I had someone say they could lay my laminate flooring on a Thursday. 4 days away, easy. Except no one told me it would take 14 to 28 days to get stair nose. They directed me to an 800 #. No call backs, no sku numbers, no follow up. We looked a few other places. Prices were comparable. We found a style we liked, and it was all supposed to be right there. Even our contractor rolled his eyes when we told him where we went. So, yeah. a bunch of stuff and bad everything else. go somewhere else. read more

Buyer Beware. I am absolutely astonished with the horrible customer service at this floor and decor. I purchased in full 130 Square feet of Marble tile at this floor and decor 1 week ago. I had been eyeing it for weeks and finally pulled the trigger. I did not have a truck with me that day. I was told that my marble would be placed aside and stored for me for 2 weeks. Today, I went back to pick up my tile. While walking in, I saw another customer loading up on the same marble tile. I went to the counter, showed them my receipt of purchase and they told me to pull up my truck around back where there storage area was and they would load it up. I did this and asked the employee back in the storage room if my tile had been set aside at the time of purchase. He said "no because we have plenty of it." I told him there seemed to be another customer loading up on it out front and he assured me not to worry. 20 minutes went by and multiple store employees came and went all looking a bit concerned, no one speaking a word to me, but all weirdly glaring at me. Again, I mentioned that another customer was out there with my marble in his cart. Finally, I went back out to the show room and found the manager talking to this customer. Apparently, the did not have as much stock as they thought, they had failed to put mine aside, and this customer had put all of the remaining tile in the store in his cart to buy. I walked up and showed pulled out my receipt for this marble stating that technically that was my tile, as I had already paid for it a week ago. The other customer refused to give it to me and all the manager said was "well what o you want me to do, get in a fight with this guy?" I literally watched this go up to the register and purchase this tile which I had already bought and paid for and they just let this happen...Unbelievable! you got to be kidding me. The manager then proceeded to tell me that I should just leave for now as there was no marble for me to pick up and he would just call me when he had found some. At this point I was absolutely livid. I replied to him that "NO thank you, I am not just going to leave. You need to at a minimum attempt to find me my marble from some other store and make some guarantee that I will have it in the near future." As I stood there ,he made a 30 minute phone call to another store and claims that they have it and he will order it for me, but he did not do it right then and there...Nor did he offer me a refund or any other type of concession. This is so disappointing. I had scoured so many stores for this marble. I have picked my entire walls and floor and trim based on this exact marble. I had planned to do more business with floor and decor here in Austin, but I am going to think twice about that now and I would recommend that you all do as well. Horrible customer service, horrible attitude of the general manager. I will reach out to the better business bureau on Monday. And to the customer who has no conscience and felt ok with walking out with my marble...karma is a funny thing and yours is coming... Tile Shop...here I come. read more

I asked for help with my clients selecting the tile for their custom home. We were assigned Mathew. He was fantastic! He was knowledgeable, kind and patient. I will definitely continue buying flooring from Floor & Decor! read more

Update to my previous review: I've been to the store twice now and they haven't had all the parts I need. The gentleman who helped me suggested I try ordering what I needed on their website (Because they don't do special orders in the store). I told him I've looked on the website before and it's not listed and he told me I'd need the sku number. Ok, armed with the sku I get home look it up and it pops up. I put the two items I need in my cart, go to check out and pick FREE in store pickup. But I notice right before I place my order. ....there's a shipping fee. I call customer service and I'm told that in store pickup is only free if that store already has the item I'm ordering in stock! #×*€!!! I've never encountered this with any other company that offers free in store pickup. I'm done, I'll find a store somewhere else online to order from. read more

I'll keep this simple. I was overcharged by $125.00. The cashier counted one of the boxes which was open and multiplied it by the number of boxes I had. This led to an overcharge. I called the store after I realized it and Steve never called me back. I disputed it and they claimed I was out of my return period and that I had already returned the tile. I had only returned what they gave me. I was within the 30 days. My bank screwed me and so did Floor and Decor! All they had to do was check their inventory. Cashiers at front are horrible. They rarely acknowledge you while you're waiting. If several are working, only one helps. I had ordered tile another time for a job, and I couldn't even get the 800 number to call me back. I went into the store and couldn't get any help either with my incorrect order. They claimed they sent it to me even though I repeatedly told them it was the wrong tile. read more

I will never do business here again. I had to order my tile online because their inventory system said they had what I wanted in stock but they couldn't find it. Then they wanted to charge $150 for shipping of their own brand from the San Antonio store to the Austin store. The shipping exceeded the cost of the entire tile order itself. They did reccommend an outside delivery service that was way more reasonable. I ended up having to return the tile which was a hassle. I tried calling customer service and was placed on hold for ever. Then I was forced to leave a message which was never returned, even though the recording claims calls are returned in 1 hour. I sent an email to customer service on the 16th of March and I finally got a response on the 24th! read more

Decent product, good selection but the customer service is horrific. Had a bad experience at the store, tried calling and emailing the customer service info from f&d website....crickets, nothing, nada, completely ignored from corporate. Very frustrating. Wasn't being unreasonable, we purchased a large amount of flooring and two boxes were damaged. Took them back, they apparently no longer carry it at this specific location but we could pay $150 to have it shipped or drive to a store in NTX to pick it up. We received damaged product and this was their "solution". My two cents, pay a little more and go somewhere else. read more

Floor and Decor ROCKS!!! I just called and spoke with the Store Manager, Holland Cooper who has been extremely friendly and helpful throughout this process. I just called in a panic and he transferred me to the Design Department Manager, Raphael Salguero to assist me with my tile design. Since I'm managing this project from out of town it's a challenge to make design decisions when everyone else on location has varying opinions. I was having such anxiety but Raphael went above and beyond to assure me he was available to assist me and would take the time to make sure we got it right. I know from past experience how busy the design team is and the importance of scheduling appointments to receive assistance. Nonetheless, this professional was extremely patient and insisted on waiting until he finally received my house plans to ensure he was providing the best solution. The service he provided over the phone was monumental!!! Thank you, Raphael for making the time to help me. You're a lifesaver!!! LOVE, LOVE. LOVE this store!!! read more

They have a very reasonable selection. Nothing particularly "high quality" at least from what I saw, but they have a good quality and selection of product. I was here for tile and did get a few items, all of which was very nice. Prices are really good. Definitely a place to check out. read more

We have had a terrible experience with this company. The product itself seems ok but it's the customer service that is horrendous. We ordered online (product came from Texas store) and we were shipped one box of the wrong tile. We called to get a replacement box and were told we'd get it the next week and a return label for the wrong box. A week and a half go by and no tile or label. When we called back nothing had been done about our replacement. The customer service rep said they'd express ship our tile and we'd get it within two days. Another week goes by and nothing. Finally get a call from a freight company saying they will deliver it in yet ANOTHER week (a week and a half beyond the promised date). Our bathroom remodel has been on hold for 4 weeks because of this ridiculousness. Certainly will not be purchasing from them again. read more

Every time we turned a corner to walk down another aisle, someone greeted us and asked if we needed help. A guy named Christian in the vinyl flooring showed us what we were interested in. He was super friendly and knowledgeable. I'm 45 years old, and have done a lot of shopping for home building materials in my time, and I can say I've never had such a positive experience. Even the lady cleaning the floor smiled, greeted us, and asked if we were finding everything okay. We decided to purchase flooring somewhere else because we liked the look of the other product better, but went back to Floor and Decor to buy $150 worth of grout because they had a brand we trust at a great price. The person working in the grout area was able to provide a lot of information and answer our questions. read more