Placed my order on 6/13/19. They delivered the wrong flooring on 6/25/19. I had installers scheduled to install the floors the next day. Contacted customer service and it has been a nightmare trying to get them to ship me the correct flooring. It took three days and multiple (15) emails with customer service to get someone to come pick up the incorrect flooring. Customer service keeps telling me the flooring I ordered on 6/13 is a special order so it will take multiple weeks to get it once she approves the replacement of my original order that was shipped wrong and she for some reason will not place my order! It is crazy to me that I could order the flooring right now and get it before my original order placed on 6/13. Customer service is doing nothing to make this right and I am beyond upset with myself for choosing Floor and Decor. Zero accountability or attempts to correct their mistake. UPDATE 7/4: While I have now recieved confirmation that my (hopefully correct) order has shipped, I still have not heard from the "Chief Executive Merchant and Customer Care Management Team" as Floor and Decor said I would through DM. I stand by my statement that Floor and Decor has the worst customer service and now they have proven this by failing to follow through on multiple levels. read more

Pros: Big selection. Cons: Design advice was mixed at best. It really seems to depend on who you talk to. No installation or knowledge of installation costs. 1-star: A design consultation with Gina. She kept ignoring my criteria. Twice she suggested I go onto Houzz for ideas. Really? I thought that was her job! It's why I booked a design consultation... And Gina kept calling 4"x4" field tile "subway". I kept saying actually, it's square, and Gina kept saying that was subway. Very dismissively, too. You don't have to know much about tile to know subway tile is rectangular. I didn't have much confidence in her suggestions. Several of her ideas really didn't seem like they'd go with the existing wall tile. They seemed to be more what she liked. After more than an hour, none of her suggestions seemed promising enough to bother with a sample. Luckily, before leaving I browsed and discovered Perla. She was much more helpful and I left with six samples. I only wish I'd spent the first hour with Perla and not wasted all that time with Gina. read more

We placed an online order for pickup from this location for some floor tiles. They gathered the order and placed it into my car once it was ready. Unfortunately we found out too late that they did not gather our order correctly. Our contractor began laying the tiles onto the floor and did not notice the slight (but noticeable) difference between the tiles. One of the sealed boxes we received in our order was a mix of two different kinds of tiles, the correct tiles we ordered and ones very similar. After seeing this mistake, we decided to check the other boxes of tiles and found another whole box of incorrect tiles. Our contractor had to remove the first 4 incorrect tiles that were placed and we went to return the full box of incorrect tiles, as well as the used ones that were incorrectly given to us. We had to drive over 40 miles to return the incorrect tiles that had been placed on our floors to the Floor and Decor in Burlingame. In trying to explain what had happened with the tiles and why we were returning them used, we had to deal with the store manager named Julie. She was very rude and accusing. She first tried to tell us that the tiles were correct and that all the marble looked different. We had to walk over and show her the ones that we actually purchased and the ones that we were returning so she could see the difference. She then continued to tell us it was our contractors fault for not noticing, but she would do the return. When doing the return she said she would only give us a return for 2 used tiles because what we brought back didn't look like it made up more than that. Julie also continued to phrase things as if we were making things up and kept trying to say it wasn't the stores fault for the wrong tiles, but the contractors fault. We only purchased full boxes of these tiles and she still tried to claim that it wasn't their fault. Julie was very rude and gave poor customer service. This house project was the first time we had ever purchased from Floor and Decor and we initially really liked the store and their products. However, after this experience and poor customer service we no longer plan to purchase from any locations, and especially not Burlingame! If I could give this review 0 stars I would. read more

I came here to get some tile a couple times. Service is awesome I was asked a couple multiple times if I needed help loading the boxes into my cart or my truck, I'm a woman and most times I don't like asking for help haha. But I was pleasantly surprised to not have to go searching for help if I had needed it! The store is clean and organized. They have everything you'd need to complete a project all in one place. Prices are clearly visible and cheaper than Home Depot for even better looking tile. I'll be coming here again when the rentals I manage need fixing. Also grout sponges are $1.89 while at Home Depot they were $2.89... so yeah haha. This place is awesome way better than going to Home Depot. read more

I bought my powder rm and shower rm tiles from Floor & Decor. Heres what i have to say: Great selections + Amazing deals but not enough staff with design background to help you out is the only reason i am giving them 4 star instead of 5. If you don't know what you want and you walk in there you be completely lost in this sea of tiles... read more

I been to atleast 10 different floor&Decor and hands down I received the best customer service from Jacob Allen. He was very helpful and attentive to us. He answered all the questions we had and the questions he didn't have answers to he got it answered by his supervisor. Make sure you asK for Jacob. Yes read more

We have been to the Burlingame store 3x trying to decide what flooring to get for our house. Thomas was always around to help us. He is a very friendly and enthusiastic person. He never rushed us, in fact he was very patient in answering our questions. We just placed an order for vinyl flooring and Thomas helped us through the process. He is very knowledgeable about the products. He even gave us tips. He truly treated us like valuable customers. Thank you Thomas! Sam rang our order and he was very friendly and courteous as well. Thank you Sam! You guys are great! read more

I bought the material more than a week ago, I come to pick up my order and it is not even organized, I have to spend 40 minutes just waiting , lack of professionalism, I will never recommend this store to my clients. read more

Our parents house is getting remodeled, and they have started with the bathrooms. We've gone to a couple places to check out tiles. By far this one had the best selection and best prices. The customer service is great!! The kitchen is next so we will definitely be back once it's ready for the tile. read more

A large store with a great selection of tiles, flooring, associated products and tools. Very professional and considerate staff with attention to Covid restrictions. We have purchased both flooring and tiling from them for home remodelling projects. Fernando in particular helped us find and move heavy boxes of tiles to our vehicle and spent time searching for specific products for the project. The ease of ordering from the website and pickup from the loafing area are very helpful for large projects. Returns are straightforward as well. read more

5 stars service to all employees. "Thom" thank you for helping me!!!!! You're the Best! With a pandemic and renovations, everything can feel stressful, but there's nothing like great workers at a great store that make things so much better. I will definitely be back! Nisa read more

So glad we have Floor and decor here in the area. They have a really nice selection and very affordable price as well. They have a lot of sales and clearance which helps with overall costs of your project or construction. We were helped by Stephanie who was so polite and helpful in every ways she assisted us to choose and gather all that we needed. read more

Thank you Manal for helping us with our bathroom design! Wonderful taste, easy trip, great service.

A+ service!!! Super nice gentleman helped us load tile into our car. Great guy, great service. Thanks so much! I think his name was Eduardo? Will call tomorrow to get name. :) thanks!!! read more

We are doing some major home remodeling and needed floor tiles backsplash etc for kitchen and bathrooms. We went and worked with Fernando who was incredibly patient and knowledgeable. Such a delight. Would definitely recommend other people to come here and work with him. Seamless process for a already stressful time. Thanks read more

When you go to the Burlingame store ask for Steve, super friendly and have years of knowledge. Gave me tons of tips on my project

It's great that they have so many choices. I had a really hard time picking between 2 backplashes and Barry came to help! He said both were too busy for my countertop and we picked a light grey one at the end! So glad Barry was able to offer professional options! read more

Thank you Sam and Dave for the amazing service! I came in a bit overwhelmed as to what to choose for our fireplace and our kitchen backsplash and you helped me to choose just the right colors. What you showed me was more beautiful than what I thought was possible. Then, you helped me to choose the grout and made everything so easy. We plan to sell our home one day and choosing colors that would sell was really important to me. Thank you! read more

This review is for this location only. Their products are great, our clients seam to be pleased with the finish look of the tiles. But their phone service is terrible. It's never easy to talk to them. Call their main company and talk to their reps, way more efficient than being transferred from person to person for long period of time just to be hung up on repeatedly. Makes it difficult to buy products. read more

I had a very positive experience with Steve Davis at floor and decor the other week. He was extremely knowledgeable and took the time to help me find the materials I needed. He had a great attitude and was very kind. Thank you Steve! read more

We recently came in to look at some wood flooring. We were assisted by Guido. He queried as to the type of project and then proceeded to show us a number of very nice options. Guido's knowledge and great customer service focused us to three sample selections. We will be back to complete our project with your great selection of flooring! We really appreciate all of Guido's assistance and direction. Please do let him know. Cheers. Gil and Lynne DeVincenzi read more

Excellent service! Love the prices, the customer service and the selection. We really appreciated the help of Scott, Julie and Linda!

I was at the Skokie Store today for the 3 rd visit, I love this store and keep coming back for more tiles and etc. The staff is so helpful and patient I love it, I was taken care of by a yound lady named EJ who helped me with my tile choice and it was great. I tried other tile stores however this is the best don't waste your time elsewhere. Jeanne read more

This place is amazing so much selection and I love the customer service. William was helping me and he is very knowledgeable. He gave me so many ideas and help me to pick up the material. read more

Great store! Love shopping there. Spent about 3 1/2 hours the past couple of days in the showroom looking at materials for a new project. What a selection!!! Want to make a couple shout-outs for some excellent service we received. First to Fernando who on day #1 helped us by answering questions and tracking down some relevant samples to help us in our selection... and on day #2 helped me check out my purchases and then went with me to load the boxes of tile in my vehicle. Really appreciated the "heavy lifting!" But most of all appreciated Fernando's terrific and friendly attitude. Second call-out to Tamara. Helpful, engaging, and gave us some great design tips. But then went the extra mile to check on inventory availability for us. Made for a really special shopping experience. Thanks Tamara. Floor & Decor, you've got a good thing going... and having Fernando and Tamara on your team is a big part of it. Thanks!! read more

I recently worked with Manal on the design team. Hands down the most knowledgeable designer that patiently guided me through an entire house remodel: kitchen, 3 baths, and all floors. Manal quickly understood the vision for my project and recommended products that were a perfect fit. You will not get someone that will try to upsell you with Manal, you will get genuine and well thought out advice that will make your project everything you want it to be... and more. Spend an hour of your time with her and save yourself from costly design mistakes. Thank you so much!!! read more

It's not very often you can say you've had excellent customer service. But I went into floor and decor burlingame this evening, and the employees went above and beyond to help me and I can't even express how much gratitude I have. The hiring manager is doing a great job for the store, hiring excellent people. Steve, Julie, Kamesha and Ray all were phenomenal customer service wise and personality. I can't say enough about how great the store is being run. Even thought It was closing time on a Friday evening, they all worked double hard to find my tile. And they did, lucky for me. But even if they didn't I really appreciate the extra effort they put in. read more

We stumbled on Floor and Decor recently AFTER buying tiles for a remodel. Looking for some finishing touches, we googled tile companies that were local and open (weekend and evenings) and Floor and Decor came up. We entered a very large warehouse stocked with EVERYTHING you would need! Prices were right and so was customer service and knowledge of products. Very refreshing and helpful! They have a wide selection of beautiful flooring and accent pieces as well as grout, trims, shampoo boxes etc... We'll definitely be back for our future projects. Shoutout to Gina in their design center! read more

Take the time to go to a store and if you are willing to do the work to learn what you want and shop around - I got the best price for the best quality (engineered hardwood floors) at Floor & Decor. To get everything I wanted (as their stock was low in Burlingame) I took all they had and went to 4 other stores. I was really impressed with Thom & Ron's help on hardwood (Thom said Gabby is good too but I didn't work with her) - they told me what i needed for my project, looked up stock for me in other stores, called and checked (like most inventory systems, there's a gap between actual inventory and what sold recently). Also, the one thing keeping me from doing my project (2K sq feet of floor) was the fact that they had no stair nose in stock and ordering times (due to COVID) were many months away so they told me about a local place who could create those (so I got a few extra boxes to accommodate that). One other thing: in Rocklin the guy who was loading (forgot his name) noticed that one of the boxes was light - some wood had come out of it - and I so appreciate that he mentioned that before we discovered it on site later! We took that off the order and I was able to get a replacement box from the one store which had a few more. Anyway, I bought remotely and picked it all up myself (Burlingame, San Leandro, Rocklin, Sacramento). Without exception, working with the people in each of these locations, I would say that even the ones who were inexperienced (like a new cashier) were still very customer-oriented and helpful. One thing: I made an effort to go when they are least busy. Here's what they told me (because I knew my orders for 75 boxes across 4 stores would take some time to complete) - contractors come on the weekday mornings so those are busy pickup times. After noon on a weekday worked well for me (it was worth taking time off work) and I picked up early on Saturday and Sunday when there was very little waiting. You can also schedule a pick-up in advance but I wasn't quite that organized :-) read more

Finally! A floor & Decor is here in Northern California, well except the one that is in Rocklin. I love perusing the store just to look at different tiles. Their tiles are so beautiful and unique... Can't really find them except placing special orders at other big box stores. The staff at this store are welcoming and helpful. read more

I spent a LOT of time here last year doing a big DIY project. Gabby, Steph, and a lovely manager whose name I have unfortunately forgotten took excellent care of me. I had to go into the store multiple times to look, compare tiles, buy options, return things that didn't work, etc. The people who work here were always very helpful and I never felt pressured to make a purchase before I was ready, which I really appreciate since I am new to this kind of project. The website was helpful too; I really liked the ability to visually mock up a room with the tiles you're researching. Thanks to all of you who helped me! read more

Steve D is amazing. He helped us order tile for our bathroom and kitchen in less than 30 minutes. We highly recommend Steve and Floor & Decor!!! read more

We recent completed the floors in our place and we purchased most all of the items from here. Overall, the whole Floor and Decor team was great but a special thank you is due to Thomas! He helped us several times and was knowledgeable, professional, patient. As we have a cement foundation we had to go back to the drawing board on floor options and Thomas helped us again during the second round. He was helpful in checking inventory levels and what timing would look like if it was shipped between stores etc. We love are new floors and a big thank you to Thomas for all the help! read more

Steve helped me with my purchase. He was very professional. Best customer service I've had anywhere in years!!

Excellent service! Quinton helped us calculate how much flooring we needed to purchase. Later Quinton and Johnny helped us load 48 boxes of wood flooring into our truck fifteen minutes before close. They went above and beyond for us! read more

It was my first at this store. Gerson the floor attendant was wonderful. Since I wasn't familiar with the store. I'm renovating my home Gerson stayed with me make sure my questions were answered. Gerson went over and beyond the call of duty. He used all his resources to get what I needed. Gerson was just such a delight, knowledgeable, courteous and friendly. It's been a while since I've had good service thank you Gerson you made my shopping experience easy and pleasurable. read more

I found this store on Google and Yelp and after finding exactly what I wanted online, my husband and I came to the store to check it out in person. The store is HUGE and a little overwhelming but I found what I was looking for fairly easy. The employees were really friendly and helpful. Barry helped us find more boxes of the vinyl planks we wanted and helped us plan out how we could bring all the flooring to our house with our small car. We had to make two trips but when we came back to pick up the second time, Scott/ Jacob brought out the remainder boxes and loaded them in our car super quick. Overall a very pleasant experience. We will be doing more renovations to our house in the near future and will definitely be coming back for our flooring needs. Thanks Guys! read more

My wife and I had the idea of remodeling our bathroom. We thought it would be a fun and easy task!!! But to our surprises NO ONE could put our dream design and look into a reality within our budget. We went to many places - from San Francisco to San Jose and Hayward, where we met with many designers, but no one could even come close to make what my wife's dream bathroom is into our budget. Finally, we went to Floor & Decor, where they recommended a complimentary design consultation. Here, we met Manal, where she asked us the right questions and automatically started explaining the difference between tile and Marble. She had the knowledge, experience, and patience to explain to us the variations of marble and its origin. My wife explained in general what she was looking for and surely Manal put together a couple of samples. One was out of our budget and one was within. She wanted to make sure to see both, so later on we don't regret our selections. She was very professional and the main thing that other designers didn't have is the end results and of course my wife's satisfaction. Manal's goal was to make us have a good and fun experience, without stress, and one that combined our visions and budget into one. My wife and I are most likely going to buy what she has suggested. But our experience this evening was breathtaking and we wanted to make sure to give credit to Manal. Thank you Tile & Decor for having Manal . She made our experience very rewarding and joyful! read more

I had two associates who dug through the shelves with me looking for a piece that showed in stock online. Unfortunately the system was incorrect but both associates called other stores in search of the piece and even went as far as finding something similar in hopes that it would help. I appreciated there effort and their great customer service. read more

I had the best experience with Scott at the Burlingame location. Scott went out his way to help me find everything I was looking for. Thanks! read more