We have had a number of issues at this place and it's absolutely incredible the low level of service and consideration from this business. We recently ordered a shower curb online for pick up in store. After about 10 days we decided to call for our order as nobody from Floor and Decor reached out. Our item was received, and then sold to another customer. What if we didn't call, was anyone going to let us know? I'm gonna guess no. There is no accountability here and the lack of service is appalling. I cannot understand for the life of me how a business can operate with such lack of knowledge and customer service. When I try to provide feedback on their site, the "submit" button doesn't work. To be expected. read more

Floor & Decor Burlingame has excellent displays, very large selections, AND IN STOCK tile and flooring!!! To top it off on 2 visits today I received terrific customer service!!! Daemon a manager the first visit carried my samples to the counter then to my car and then a very astute older gentleman named Steve helped me make decisions and then calculate the amount of edging and grout we would need and again carried the selection to my car. A huge selection, easy to find stock, and very accommodating sales team made my day after I frustratingly WASTED 2 hours in the limited selection, nothing in the right place, out of stock, or "order online only" Foster City Home Depot tile department!! read more

This is the place to be if you're doing a remodel for your home. They have a great selection on tiles, wood, engineered wood, laminate flooring. Their showfloor is pretty good as well. The prices are really great and they have a great return policy too. We loved their selection of tiles, especially for marble. They have a great selection for super cheap and great quality. The staff is really helpful in giving you suggestions and ideas as well. Great for our bathroom and kitchen renovation. I only thing is their decorative tile pieces are pretty expensive. They're beautiful and there are a variety of choices. However they will cost you. If you can find the exact design or something similar elsewhere, it would save you some money. So their "decor" selection needs some work. Their customer service for returns is awesome. Even if you bought the box of tiles, you can still return the individual pieces within 90 days. if you want to return after 90days, they'll give you store credit. They have all your purchases in the system, so they can pull up what you ordered if you want to order more of the same thing. Overall, floor & decor nailed it on the floor part. Just need to work on the decor piece. I'll definitely come back read more

Went in to look for vinyl tile for our basement and were fortunate to be looked after by Thomas (Thom on his badge). Thom listened to our description of what we need, recommended what he felt was the most suitable product for us, gave us installation advice, tips and tricks to prepare for the project and an estimated amount of time. He then proceeded to help us load our car, all while continuing to hand out more tips and suggestions. We felt very lucky. Weekends are busy and while we could see that there were a lot of customers... and although no customer appeared to be without help..it was really nice to have Thoms undivided attention and personalized help. We really appreciated it! Now we're driving back home, ready to start our DIY project. We've bought a few things previously at this location and have almost always had a pleasant interaction. Please keep up the good customer service! read more

Floor and decor having great team that always like to help and give right suggestions I came here to buy few things for my home like ditra floor and tile for my bathrooms Super happy read more

Go see Johnny. No pressure and answered every question we had. Professional and courteous. Store is clean and well organized. Excellent selection of flooring and tile. read more

We needed to buy tile for a shower. F & D has some nice choices in tile for reasonable prices. What made all the difference for us was one employee, Steve. He was very knowledgeable and extremely helpful. The experience could have been quite stressful for us as we have very little understanding about what was needed. Steve knew exactly what we needed and made the experience pleasant and fun. I am now looking forward to having a beautiful new shower. read more

We want to thank Thomas for helping us get our order together. We needed 56 boxes of engineered hardwood. He helped put together the quote costs and made sure that there were enough boxes. The next day we came in to buy the hardwood and picked up part of the order. The following day, our contractor picked up the rest of the order. The order was set aside with my name on it. Thomas made sure everything was ready for my contractor to pick up. We have finished our flooring and are enjoying the new floors. read more

Terrible customer service and unprofessional management. Never going back there again.

I ordered tile online 10 days ago that was supposed to be in stock at this store. After I ordered it, it said it would be coming from a different store and they changed the in store stock to 0. Nonetheless, I waited the estimated 5-10 days for it to arrive. This is the 10th day and there is no update. I've probably called the store 10 times over the past 3 days and no one has even picked up the phone. Calling the generic customer service number also goes nowhere, because they just tell you to check online. Very frustrating and now my project is delayed. read more

We've bought all of our tiles and floor supplies from this store and everyone working there is fantastic! Shout out to Will and Luis for helping us find some tiles that were not unpacked from the pallet yet. Will worked hard running around so that we can take a look at the tiles before we purchased 90 sq ft of it. Unfortunately, we were unable to pick it up that day and when we came back, Luis helped us out to confirm the tiles that we wanted and we went ahead and purchased what we needed for a later pick up day. I highly recommend this store as the customer service has been awesome. They can help you with the same day pick up, delivery to your address, or pick up at a later time. read more

Just to express my gratitude and great service I received today from Mr. Thomas. I noticed a few things/actions that he made, that made me feel very pleased and thankful with his service: 1)While I was wtg for some one to help me loading to my car, I notice Mr. Thomas was on his way to help me, he approached a gentleman and helped him... even when the Gentleman didn't asked for help!! 2) When Mr. Thomas arrived where I was, he nicely asked me how was my day etc.. while we were walking towards my car, he called someone to report a RED CART in the entrance needed to be moved... we continue towards my car and he talked about the tile i was buying... He told me that I needed a special groud, which I didn't know... and THANKs to MR. Thomas, i went back to the store to bought it and now I know not to use the one I originally bought. 3)When we were walking towards the store, there were not only the Red Cart but 2 more Carts to be moved... this time he moved them himself... I even offered my help and expressed gratitude for the great customer service!!! No doubt in my mind that Mr. Thomas is one of a kind!!! Where if I open my own company... I WILL HIRE HIM!!! Thank you so much for such a wonderful service provided by Mr. Thomas!! Regards Mary Mutti 650-504-4051 read more

My review is overdue. My project was finished in January but due to numerous reasons including adapting to SIP during COVID-19, I finally find time to finish this review. I lost count how many times I drove to this location during my bathrooms renovation! The staff here are all friendly and helpful. I especially like the 90 days return policy. Everyone knows renovation is expensive, so it's always helpful when we can return any unused tiles. And this place is always sparkling clean, it gives me a feel of Costco, great price and a warehouse feel. I got both my master bathroom backsplash and my daughter's bathroom backsplash from here. I highly recommend this place if you find some tiles you like! read more

Floor & Decor - Meringue Matte ceramic tile in 3"x12" and Meringue Matte ceramic pencil - Home Decor Near Me - Burlingame, California

See all

I recently discovered Floor snd Decor! What an amazing store! The selection is huge, well organized and great prices. Customer service is excellent . An associate named Stephanie helped me make my selection of white quartz ledger stone. She is extremely knowledgeable and has a great personality. This will definitely be my go to store. By the way the fireplace came out amazing. read more

Floor & Decor - Before and after finish with white quartz ledger stone - Home Decor Near Me - Burlingame, California

If you are looking for a variety of porcelain tiles, ceramic tiles marble and other decorative and glass tiles, this is the place to come to. A person could get lost in all the variety. Everyone we met in the store was friendly and nice, but gentleman who helped my sister and I was wonderful. His name is Steve. He answered all our questions and was a wealth of information. I would definitely recommend this store and Steve. read more

I want to thank Lynn and Gina for both helping us a great deal while we were picking out tile on two different occasions. They were both extremely skilled at listening to what we wanted, guiding us to the type of tile, and helping to quickly and efficiently narrow down our choices. Gina was particularly great at listening to the two of us as we discussed a challenging aspect of our design and patiently worked with us to get us a solution. Most of all, they did all of this with humor, gentleness, and an expertly professional manner. Thank you to both of you! We can't wait to see the project come to fruition! read more

At this location, look for Steve. As a former contractor, he is extremely knowledgeable and helpful. He goes out of his way to help, and knows how to calculate the exact number of tiles you need for your project. Look for him! read more

The staff was very attentive, patient and helpful. I also like that one could buy either a single tile or the entire box. And one could return any excess material within 90 days. I already purchased marble tiles for my small bathroom project and will come again for all my remaining projects read more

Love/ Hate relationship with this place. Love: genuinely helpful and friendly people- Stephanie, Thom and Scott were really great. Good prices for bamboo and tiles. Decent variety and options. Hate: Every time I want to spend money and buy something here, it takes a minimum of an hour to get Anything- and I've visited the store multiple times on multiple days- there never seems to be a 'good' day to shop there. The store is way understaffed, staff is not trained well on computer system (and what I've seen of their system, it is archaic, slow and not intuitive) and terrible with communications. Their anxiety on using the computer system gives Me anxiety. I'm not exaggerating when I say it takes me a minimum of an hour to do a seemingly simple transaction. And when they need to do a somewhat 'major' transaction, which involves a manager, forget it. None can be found for 30 mins. I've tried buying flooring online to circumvent going into the store- it doesn't work. It literally doesn't work. And I'm a very good and experienced online shopper- their e-commerce online system Does.Not.Work. And whatever you have in your online store, they can't transfer the buy or read the pending transaction to make in-store buying easier. I'm a homeowner who's spent almost $7k there and I'm somewhat dissatisfied every time I walk out of that place. If it wasn't for the fact that Home Depot is a Worse option, I'd have to think twice about shopping here. That's not a great reason for being. A previous yelper summed up their customer service well- either you're a top notch employee or need a performance review. Please provide better training for your team members!! read more

There are many locations around the Bay Area. My fiancé and I have been to different ones around that bay. It is good to see all of the different tiles and floor finishes. It is also good to see what is available now. Not all floor and decor have the same tiles. When that particular tiles is gone you might be able to find it at different ones. Goo to take photos and the bar code to search at a later time. read more

This place makes it easy for you. Nice spacious aisles, easy to navigate with a cart. Great selection and prices. Super helpful guy Steve helped me with everything from measurement to making sure I didn't have any broken pieces. So much better experience than going into Home Depot. read more

This was our first time here and we had the best experience. There was so much to choose from and the store is huge and very clean & organized. Scott was our salesperson and he was fantastic! He helped us with everything. He even loaded the cart as well as brought it out to our truck & loaded for us. Thank you Scott, We will definitely be back! read more

Useless big box shop. Went in looking for counter top stone. Multiple employees were clearly avoiding us, doing their best to not make eye contact and walk away from us. I guess they don't need more business here read more

I love the displays and the showroom like section upon entering! Lots of a space to walk through and view designs. I was personally looking for a backsplash to go with my planned new countertops. The only downside is that some of the completed samples are a little high on the shelves and I want to see them at eye-level because it's for a backsplash. Most of the marble ones and pricier ones are more eye-level. I wonder if they do this as a sales tactic but regardless it's not a big deal. The customer service is amazing and I appreciate their advising. I can't wait to install my new backsplash! read more

See all

We needed tiles and laminate for our house. I went in with my baby daughter in the shopping cart to look at shower tiles and fireplace finishes while my husband was handling our returns. Steve asked if I needed any help, and he advised me on the typical size of bathrooms so that I would know how much tile to buy. He was patient, attentive, and very helpful in assisting my husband load boxes of tile and laminate onto our carts. When we were done, he helped check us out at the register, and let us know how we could return with a truck for the rest of our laminate within the week. Since I had my arms full with our daughter, I couldn't help my husband with the carts and loading. Steve and another associate happily helped my husband push our second cart to the car, and help load the materials. My husband had no issues when he returned the next day to pick up the rest of our materials. read more

Yesterday we came in and worked with Jacob Allen who was completely helpful with everything He seemed to have a good eye with helping us pick out colors that compliment each other. Today we went in and Scott helped us out and changed some stuff on our order and even gave us a gift card to get lunch at in and out while we waited for our order to load. After we went to the service desk Dina helped us out at this point and seems like a real people person. She made us feel comfortable and treated us like we were special clients. We will be returning customers. read more

STEVE IS THE MAN! I came in looking for tile for my new bath/shower combo walls. I picked out a large format tile, and originally only asked Steve to help me load the large tiles up on my cart. Once we started loading, he was naturally curious and wanted to see what I was working on. He then took his customer service up to level 5,000 and started doing accurate math out loud (I'd know, I got my degree in statistics) to make sure I was buying enough. Then he took it up to level 10,000 (a level that no other Floor & Decor employee has ever unlocked) and took a pen and paper and started drawing up shower dimensions. He gave an awesome recommendation on how to best lay the tile and provided dimensions for each cut I'd have to make. I now have a solid plan for this project! Steve also recommended metal trim pieces and helped me pick the appropriate size/color. He made sure I had grout and all necessary products. I appreciate Steve so much, I wish every store had a Steve. read more

This is place have a lot of nice stuff and you can order online for pick up, that only problem is if you want to check the status of your order you are out luck, no one will answer their phone, they will either ring forever or it will cut off and hang up. So frustrating! read more

GINA saved the night.... she was able to help with picking grout color.. and helped load everything onto the cart. She was patient, helpful and had a smile on her face the entire time.. even when my mom was calling me every 2 secs for an update. I really recommend this place and their associates. read more

0 stars for customer service if I had the option. This is my very first review on yelp in all my years having a yelp account and unfortunately it's not a happy one in regards to customer service. Customer service here is a joke and I wish I had the same pleasant experience other customers seem to have had but this isn't my case. I came with my parents and their contractor to order some flooring. Michael the pro premier manager was rude and condescending as he spoke to my parents and contractor with curt answers and the occasional eye roll. I don't know why he was giving them attitude, being so impatient and rude towards them. This is my parent's first time renovating their house so of course, they had some questions. They asked in a polite manner but the more questions they asked, the more annoyed Michael seemed to get. They also needed clarification on some things since English isn't their first language, so they had a difficult time fully understanding some things Michael was explaining to them. I don't know if this was the reason why he was being so unpleasant towards us or what, but I hope i never have to experience or witness this appalling kind of behavior towards my parents again. I work in the food hospitality industry so I know how it is dealing with customers and regardless of whatever the circumstances are, there should still be some level of professionalism and what I saw that day was 0. If you are experienced and know exactly what materials you are coming here for, then this place is fine. But if you need any sort of help or have any questions, i wouldn't get your hopes up with the customer service. read more

We should have known better and not trusted that they could read. Since what took over 1 1/2 hours of waiting, we now noticed that what they pulled was the wrong tile. They can't even read a SKU Number on the box and match it to the receipt/order. We are now behind, have to pay for the lost day(s) to our contractor and have to get new floor tile. My 6 year old nephew could have done a better job! We just came back from returning the incorrect merchandise and all the manager, Alper or Alfer, could do was explain that the pickup dept does so many orders that I was just the unlucky one. As a manager, he should be accountable for the store and look into what occurred. He didn't even look at our receipt or say I will further look into. Its funny since when we were passing the delivery area, it looked like a lot of people waiting and the staff doing nothing but standing there. read more

We were remodeling our bathroom, and so I needed tiles for the shower wall and floors. Fernando- sales associate - helped me find gorgeous marble looking tile. He loaded up my cart, and then loaded my car!!! Talk about quality service! Thank you Fernando! read more

This place is the best thing that has happened to the Bay for tile and hardwood flooring in a while. Go see Amin for design services (the guy is a brilliant designer) and Mike for great customer service (Belmont for life!) at their Pro Serv desk. A special thanks goes out to Amin, his selections are magazine worthy in my opinion. Moreover, I am grateful for his patience as he worked with us on a large home renovation project, always paying special attention to detail and quality. I believe they also have a location coming up in Milpitas soon. Once they become more popular and start putting the overpriced competition out of business, I hope they don't loose their charm like many other big box stores do. Luckily, we found out about them around grand opening time and although the tile and flooring selection was great, the service we got was was second to none! read more

Had the best customer service at floor & Decor. I did not have time for lunch this day and I was starting by the time I got there. I asked one of the employers, his name is Fernando if they sell any snack at the store.... he told me , I will look. He came back with a turkey cheese sandwich a bottle of water and a napkin....... And let's not forget the mustard........I could not believe how sweet he was and how helpful he was with all my questions. regarding my tile project. This was definitely the best costumers service I have ever had. Huge Thank you to Fernando. You made my day awesome. read more

Worked with Steve at floor and Decor he is an awesome salesperson to work with. Very knowledgeable, patient and helpful. I would definitely recommend working with him. read more

EMILEE offered Exceptional customer service! I love employees who take ownership over their roles and are passionate about the company and their service. It was as if Emilee the owned the company, she communicated with such pride and confidence of their products and services. I was so impressed. Will definitely rave about this place to all my friends! read more

Floor & Decor - Emilee helped me select these out, loaded the cart and car. Superb service. - Home Decor Near Me - Burlingame, California

Thom the salesman went above and beyond to help me find the correct vinyl flooring for my project. After my purchase I called the store to order additional products and Thom helped me walk thruvthe website order process. Thx Again read more

Floor & Decor - Home Decor Near Me - Burlingame, California

See all

Went in there looking for a specific tile that home depot didn't have since I am planning to remodel my home, I saw an associate on the floor so I went up to her & asked her if she could possibly answer some questions I had , She replied back, I can't right now because I am busy", WHAT KIND OF Customer Service is This!, I asked her where a manager was, She said " I AM A MANAGER" then walked away, I believe her name was Julie, On side note, I couldn't helped but notice but she reeked in a strong cigarette odor because my daughter questioned was that horrible smell? I wonder where Floor & Decor hires there associates because they definitely need to step up their game in professionalism, Will definitely not be returning here again. read more

Came to pickup few tiles. After 2 hours half of the order came. Custommers that came after me got theirs and left. Two cars in the parking lot. Many employees, more then custommers, not interested of of what's going on. Finaly, the other half of tiles came. I can think of many other stores, where you don't have to wait over 2 hours to get your small, already paid order. Never again I'll go therte even just to look. read more

When is the last time that you've received an over the top customer service??? Sadly, it is a rarity these days to come across great customer service anywhere in the sales industry. So when you do cross paths with genuine folks that provide such amazing service they not only make your day, but make it memorable! I am SO grateful to be taken care of by Gina Quan. Upon arriving she warmly greeted us and made us feel welcomed. This was the first time venturing out of my way to Floor & Decor. My mother and I had already scoped out other tile vendors in the East Bay and to our disillusionment these vendors like Granite Expo in Berkeley had boring limited inventory, limited mix matching show casing, and if we wanted to place an order the majority of their inventory had to be special ordered. That meant 1-2 weeks to arrive! To make the experience worse, their customer service was cold. On the other hand, we were amazed with Floor & Decor's beautiful show casing, variety of imported tile, and in stock selection. Working with Gina just took our shopping experience to another over the top level. She really listened to our needs and preferences. She offered great suggestions to accommodate our budget without sacrificing much on our style and selection. Gina was super patient, flexible, and simply AMAZING. Thank you Gina you are the BEST! She mentioned that there will be a Floor & Decor in San Leandro soon, but I will make the drive out there to ensure I work with Gina and her team. Again, thank you for all of your help! read more