Update July 19th. The team came through and product has been overnighted to job site. Delivery remains an issue but core pro team on site are there to help. read more

I went to the store and notice a San Juan Deco tile that I wanted but it wasn't in the store. When I spoke to someone about the next time it would come in I was told it would take months to receive and there was a long list of other customers waiting for this tile and so I ordered it online, (per the employees recommendation to guarantee I would get it) to ship to the store for the ridiculous price of $140 whether it was one box or 100 boxes. When I went to pick up the tile five days later they had 20 boxes at the store. I was then told to just pick up my delivery and their ecommerce team would return the shipping money. Well, they didn't and since I picked up the order I can't get refunded for the store to store shipment so they lied to me at the store. When I called to ask about returning the tile, I have to drop it off at the store, have it processed, wait for it to be received by ecommerce, then call ecommerce to have my merchandise refunded, but again, not the store to store shipment fee. The online ordering people gave me the excuse that they have no idea how many boxes will end up at a store yet they can tell me how many people were waiting for a normal shipment at the store. That makes no sense. If the store needs 200 boxes of an order, which the company can see, how would you not know what to ship? You have eyes for the orders, but not for the shipment of product? So I will be returning everything and no longer working with your stores on top of now wasting more of time to drop it off myself, call the online people days later and have my return fulfilled, minus $140. Absolutely the most ridiculous process I've ever had to deal with. I was really excited to have a place close by to complete my home renovation for the entire house and you really left a sour sour taste in my mouth. The General Manager has since called me to rectify the situation for a refund of the shipping cost and offered his apologies for the entire situation and in so I have updated my review. read more

I came to this store to pick up 2 extra boxes of tile that my contractor was running low on. Don't ever come to this store within the last 30min before closing or you will get the worst customer service ever! I understand it's nearing the end of their day but have some compassion and act like you care about humanity, or at least fake it! I was able to find what I needed in 5min, and I'm not exaggerating, but needed a cart to carry the heavy tile to the register and there was none to be found. The attendant at the front basically told me not to bother because they were closing, yes I knew that so hep me so I can get out of here. Finally I decided to empty one of the full carts near the cash register and went flying down the isle to get my merchandise before the store closed. I asked a different gentleman to help me move some tile into the cart because it was heavy band low to the ground. His response was, the store is closing...dude, I have 20min left and obviously I've found what I need and I'm trying to make a purchase! By the time I got to the cash register my abdomen was cramping because I'm PREGNANT and was running around this store like a mad woman carrying heavy tile because the men at this store were so disrespectful and unpleasant they didn't have the decency to help me out! The very nice woman cashier (the only nice person I encountered) asked one of the male associates to please help me load the tile into my car because at this point I'm keeling over in pain from all the activity and stress. The same guy that wouldn't help me find a shopping cart basically said no, he would not help me, he said well...she got the tile in the cart herself so why can't she get it out herself? What an a**hole! I hope my husband NEVER sends me on a run to this store again because they are obviously a bunch of sexist pigs...just a few days earlier the employees were all smiles when my husband and I were shopping together and it was close to closing time then too! If they didn't have such a great selection I'd say we will never come again, maybe my husband will make that decision after I tell him about this last experience! I loaded my own car in between pains, I honestly hope I do not miscarry as a result of this terrible experience! The only reason I'm giving this place a 2 star is because they have great inventory but I won't be giving them my money anymore if I have any say over the matter. read more

My husband and I came from Northern VA to purchase some tiles that were not available at the Alexandria or Woodbridge stores. Upon entering the store, we were pointed to the tile section where I requested assistance from Alexis, one of the sales associates. Alexis promptly stopped what he was doing to help me by locating the tile, loading it on my cart, and assisting me with selecting matching trim and threshold. Alexis had no problem pushing my cart around containing the heavy tiles, locating previously purchased tile, and making suggestions for the trim and threshold. Furthermore, he waited with us at the cash register and assisted us with loading the items in our car. I am giving 4 stars because there was a hold up at the cash register with a customer who required some specialized assistance. The line increased to 4-5 people; what should have been a 1 minute wait/check out turned into approximately 15 minutes. There was no attempt by management to open another cash register, which will cause me to think twice about returning to the Gaithersburg store. Thank you, Alexis for your professionalism and patience with us. read more

Very disappointed! We ordered Volakis marble ceramic tile in the glossy finish - looked terrible - called immediately and have been trying to return it. They will not accept returns like Build.com or Amazon or any other professional business. We responded to each of their requests for explanations. Each time they told us we were stuck with their product. We ordered it. They shipped it - end of story. They are a bureaucratic nightmare to deal with - the typical corporate giant company which is concerned with selling a product and not caring if it's what was advertised on the website. Deal with Build.com or Amazon. One phone call and they will arrange a return and you won't get the corporate run around. Caveat Emptor read more

Look no further. Customer service is excellent!! Lisa was so helpful with our return. Quality of tile is very good and stock is plentiful. They also do special orders. It was worth the 1 hour drive!! read more

THE ABSOLUTE WORST !!! Save yourself the time, aggravation, headache and chest pain and AVOID THIS STORE. HORRIBLE, HORRIBLE, HORRIBLE Customer service. They are the most non-responsive group of people on the planet. No one returns calls, not even their general manager. I wish I could give less than one star in this review. read more

Antione Reed is fantastic! Extremely helpful, thorough, patient and attentive to our needs. He made our shopping experience pleasurable and easy. Great prices and selection at the store. read more

Worst experience. They have nearly no matching quarter round trim for the flooring so it has to be special ordered which is another fee and about a month turn a round. That is it they don't lose it like mine and took two more months with constant phone calls daily for 2 weeks and nothing happened until i escalated to the store owner who seemed nice on the phone but then also never followed up. Long story short if you don't harass them daily nothing gets done read more

Before my wife and I had stopped int at Floor & Decor, we read the reviews and. while they were mixed with some harsh and far-reaching -- which we took to heart -- but decided to override, and are glad we did. At first, we were greeted with a smile by an associate who offered to help us. The place is vast but well marked with large signs suspended from the ceilings above the wide isles describing the types of floors. The samples were displayed with accompanying descriptions and photographs showing off the floor. While walking through the isles, we were again approached by sales associates who offered their assistance. They answered our questions -- always with a smile -- and explained the differences among the different floors, their backings, their advantages and limitations, which helped us narrow our selection. I can go on and on singing their praises, but suffice it to say, ours was a great experience. he selection was ample, the prices excellent, the staff friendly and knowledgeable, making our shopping experience pleasant and satisfying. If you're a novice, looking to replace or upgrade your floorings, you'll find Floor & Decor a worthy stop. You won't be disappointed. read more

First of all - the store is amazing! Tons of selection in tile and flooring - which are all very reasonably priced. Keep reading and you will see why they ended up with 3 instead of 5+++ stars. I drove an hour to get there and it was well worth the time. Found exactly what I wanted for a very reasonable price. Within a few minutes of my arrival I was assisted (and didn't have to ask) by a very nice guy. I walked around a bit more - and then went back to my original selection . Another young man was assisting me with getting the tile and when we found it - we could not find any stock on the shelves....here is where everything goes VERY badly. He called to someone (who I found was the "tile" manager) to ask where the boxes were....we were told that they were sold out. Someone came yesterday and bought them all. The young man I was with had to ask him to come over and clarify- as it was clear he was finished with this issue. He came over and repeated what he had said. The young man asked if it was stocked in any other store. It was in Potomac and Alexandria (quite a drive). I asked if it could be delivered to them and I would return...still quite a trek for me. I was told by this "manager" that I would have to pay a delivery charge. When I questioned this practice and pointed out that this is not a special order item he literally GLARED at me and said that I have to pay. The young man and I walked away and I requested to speak to someone over him. Surely, someone that unhelpful could not possibly be in upper management! I spoke to Ben and he immediately told me that they had over 80 boxes of that tile in stock at that store (I only needed 5). He immediately filled up the cart with everything I needed. Another very helpful guy also came to assist. By this time I had been helped by 4 extremely nice and professional people - and one ....... The "tile" manager also showed up smiling and apologetic.....I'm not buying it - but at least he tried. So - I can see why there is such a huge difference in the star rating. If I had not dealt with that one person - it would be 5 stars. Other then him - the service was outstanding and store a true treasure trove of tile and flooring. So - if you go there and are unhappy with the person you are dealing with - ask for someone else - you may be pleasantly surprised. read more

This was my first time shopping at floor and decor and it was a terrible experience. We ordered our tiles (Blue Lagos)online and picked in store. I pulled around back to check in and the young lady told me it's gonna be a minute because I had quite a few people in front of me. So I browsed the store and seen the tiles I purchased for $12 cheaper per tile. I asked the gentleman what's the difference between those and the ones I purchased. He then began to explain so of them are broke and scratched. The tile on top looked perfectly fine so I told him I'll grab the ones that's actually in good shape and swap the cases that was already purchased. Another gentleman said he'll take care of it and refunded me the difference. I'm standing by my car and they bought the pallet with all the tiles the scratched/chipped ones. I then informed them that I only wanted the tiles that was in good shape considering they're $25 per tile. The gentleman walked over to me with frustration saying I told you before you purchased them that they were scratched and chipped, I then refreshed his memory saying I'll take the ones in good shape. I informed him there wasn't enough clearance ones to even complete my order, he said they was just gonna make up the difference with the ones that wasn't clearance. I only winded up with 4 clearance tiles after carefully going through the pallet. They had to charge me again after refunding me because the young man wasn't paying attention when I said I wanted to pick out the good ones. What makes matters worse is yesterday my contractor attempted to start tiling and informed me that majority of the tiles are scratched and they're straight out of the box. The Gaithersburg is the closest store to me which is 1 hour 20 minutes. Plan on returning them for a refund, this was a waste of time. Btw my contractor charges 5% for any reason that the job is held up after day1. Me and my husband work full time jobs so this is a inconvenience on our day off. read more

Poor customer service. The store needs a shake up on how to service customers. Spent a huge amount of money on flooring 3 flat beds full. Had to find an associate to help me with the flooring. After a back and forth of who could help me, I said I'll wait in the aisle while you get someone. After a period of time a guy showed up. He helped load and push the 3 flat beds to the cashier and then vanished. I had to push 3 flat beds outside to my truck, with no help. There was an associate loading a car ahead of me and when he saw my load he walked inside. I went inside to get help loading, there stood several associates standing at the front of the store doing nothing. This is the same group that saw me leave with 3 flat beds fuand didn't offer assistance. You shouldn't have to ask for help it should be offered. I have seen an associate yell at Hispanic man because he didn't understand her, he speaks Spanish he's not deaf. They have no understanding on how to treat customers. After posting this review the company responded with give us your information email address and phone number for a follow up to my review, which I did. I have still not received and follow through on their end no one has contacted me, they are all talk. It goes to show that they don't care about what goes on in their store. They have the worst customer service. read more

Exceptional service from Bernard at F & D in Gaithersburg! Huge selections in tiles and stones. Their prices are great too! read more

Floor & Decor - Exceptional service from Bernard at F & D in Gaithersburg! Huge selections in tiles and stones. Their prices are great too! - Home Decor Near Me - Gaithersburg, Maryland

I've received absolutely incredible customer service every time I've been there. I've made three separate purchases, one was tile for my bathroom, one was tile for my backsplash and today I picked up the hardwood flooring I purchased for the main level of my home. Thank you very much for the quality products and service. read more

Great prices. BUT, was told my order (full bathroom of tile and accessories) would be ready for pickup on the upcoming Saturday. My contractor waited until 5:30pm the Monday AFTER, and order was NOT READY. So I got to pay him extra to wait while it was filled. THEN, he was shown the pallet and store staff disappeared. There was zero attempt to help him load, despite his being delayed well over an hour by their service shortfall. read more

Flag as inappropriate Love the products but the instore purchasing definitely needs some work first the young lady Autumn mess my order up lucky my wife notice it reading the receipt in the car. so we go back in the store for corrections to the order a hour later so another associate Derek help make correction (BAD EXPERIENCE) A sign of trouble to come When ordering quarter rounds & flooring on (special order) it is confusing when picked up at the store I been waiting 3 weeks now for my order & no information on pick up date . I called the Gaithersburg store to finally talk to someone to be put on hold for 45min. the phone hang up I called back and stated that I was on hold for 45min can you help me with the status of my order I place the guy transfer me again nobody pick up. I live 1.5 hour from the store have no intention of going there unless my order ready to pick up After a few tries, I figured it out but this could be much clearer and simpler to understand a tracking number could help. This is apparently a relevant question to understand the ordering system. By the way, the request for a call back went unheeded. Don't offer this feature if you have no plans to actually do it. read more

The best place to buy flooring. Wide selection and prices that fits any budget. The staff is very helpful and knowledgeable, best customer service I've ever seen. I got a dedicated associate that helped me a lot. Thank you so much Maria Sanchez you really saved me that day and sorry for keeping you two hours after your shift was over. I really appreciate your help and everybody in the store. Floor and decor is definitely the place I'll use for all my projects. read more

Hi. I just wanted to share our incredibly great customer service experience with an employee at your Gaithersburg store. Manny (Emmanuel) was absolutely amazing! The Carrara 12 x 24" marble I had picked out for a 4 bath remodel was all different in the boxes. Manny went through EVERY box in the store (including opening a new pallet) to make sure all the 20+ boxes of tiles matched for our bathrooms. When he realized the guys had loaded the wrong floor tile 10+ boxes, he cheerfully put the wrong ones back & got us the right ones. He must have been exhausted, but he was just eager we get what we wanted. He told us which grout to get, and outlined our options and was just amazingly helpful, thoughtful, hardworking, knowledgeable and great. You couldn't ask for a better employee!! Please promote him!! I'm recommending him and your store to everyone. What a great experience. read more

Not sure it was worth shopping here. Good selection of moderately priced tile but oh the store help! Only one or 2 registers open. Counting mistake made by checker.Made to wait online for correction. Someone walks by and says he'll get someone else to help. Half an hour later I can finally leave with my 20 tiles! read more

Jonathan was such a great help and very knowledgeable about products. Assisted us until we were ready to check out... Prices are very affordable. Definitely worth the 40 minute drive to this place.. read more

For the past year I recommended this place to my clients for a more budget alternative. In concept this place is great: huge selection, great prices and the store layouts are right on. But due to the employees, customer service, point of sale equipment and management the execution is horrible. I usually have my clients order everything online and pick it up for them, which means when I show up its on a pallet, shrink wrapped and ready to get fork lifter into my truck. That sounds great and all, and really should be quite easy to pull off. But 4 out of my last 7 trips have had either completely different tile mixed in, noticeably broken tile (scrap pieces just thrown in) , different color grout and missing items altogether. The issue that finally tipped it over for me just happened. I picked up an order for my client on Wednesday , drove over an hr away and unloaded it. Right in the middle of the shrink wrapped stacks of tile was 14 out of 28 tile for the shower floor. Upon realizing it we called numerous time and as always its nigh impossible to talk to anyone and when you do they tell you they are either busy or will call you back later(few ever do) Finally upon reaching someone they told us they would send it out Fed Ex (over night) and it should be received Thursday with Friday being the latest. Saturday morning my client finally reaches someone on the found and they find the tile that was supposed to be shipped sitting on a shelf. Obviously at this point he drove up there(hour+ away) to confront the manager and was told by various people that he was busy. At the end of the day I look like a bad guy to for suggesting this place. From here on out I will be telling everyone how horrible this place is. Stay clear! read more

Called to check availability, on-line shopping does not yield the same products in the store....discontinued discontinued discontinued so sorry. Put on hold for 30 plus minutes. Used other big box store Home Depot. Don't believe the hype ;-o( read more

Having just had two bathrooms remodeled and in a few days the third one will begin, I have been to the Alexandria store several times. First of all I wish there was another store somewhere near Tysons or Sterling. They have a large selection of tile, stone, accent tile and flooring and lots of other things! The prices are good not that different than Home Depot but they have a much larger selection. You can check out pieces of flooring or tile to try at home and then you can return it easily. I also like their website. The area where they need the most work is customer service on the floor. I have been in the store many times and I have rarely rarely had someone offer to help me. Today I was in there at about 4:30 PM and the store was basically empty. Still no one asked if they could help me until I had been in the store for almost 2 hours. In fact I had to interrupt personal conversations between employees more than once to ask for help even as I stood there and waited for them to notice me and they ignored me. Several of the employees seem to be having quite a good time joking around with each other. I'm glad they enjoy their jobs but they should also DO their jobs. I even walked up to a cash register and waited for a minute for the cashier to even acknowledge that I was there. A simple I'll be right with you would sure be nice. The people in the pro shop where you pick up your order are nice and professional. Thankfully there was one young man who did offer to help me, his name was Mahad. He was very helpful (twice) and polite! I hope the store can get staff to OFFER to help customers! read more

The experience at this F&D-Gaithersburg was well above average and close to greatness. First, I want to absolutely shout about Greg(manager) and MIke Maxwell(Pro Desk Manager). We began almost two months, ago, looking for flooring and backsplash and traveled a long way from near Harford County(Md) on a referral. Three of us went looking, a friend looking separately for flooring. Mike helped us with navigating, answering questions, etc.. Mike stayed with us through the fairly long time it took to look for two different needs. He was five 'P's: prepared, patient, professional, prompting(getting others to assist when needed), and persistent. We found materials, but didn't go back, when we had anticipated, for another three weeks or so. But, we ordered online and I went to pick up. Problems with the ordering system and employees locating materials led me to Mike Maxwell. He was scheduled to get off, shortly, but took my problem and absolutely ran with it to help. The man went through a number of steps to resolve and fulfill our order, and ultimately got it done. He was five 'P's, too. I had driven from DC to the store, after my work day, expecting to get the order, then had to drive over and hour to get home; I was not happy to hear what I did when I got when I arrived. I did not drive home empty-handed and angry. We found other employees helpful, as well, willing to go with us to assist in locating item or checking systems for availability. Not all employees were the same, and dealing with the Springfield(Va) store over the phone was no where near great for Mike as he tried to assist me with finding the materials, leading me to 4 stars instead of 5, but overall, I will definitely recommend the F&D Gaithersburg; they have all worlds of material and decent people running the shop. read more

In the last 14 months we remodeled 3.5 bathrooms. Jordan Mattis, Pro Services Asst Mgr, is the real deal. If you value a sincere, courteous, responsive staff, consider getting your materials and tiling advice from this branch--and try to go when Jordan's on duty. In my opinion, he deserves a day off, paid. This kind of customer service is hard to come by! read more

Really love this place. Good selection of beautiful products, great prices, and super nice and helpful staff! Totally worth the drive for our renovation projects. read more

This store has LOTS of inventory, ideas, and good prices, along with exceptionally helpful staff. They have a huge space full of displays and in-stock items. AND there's a great little bakery next door (Classic Bakery) where you can get cappuccino and a pastry. read more

Love this place! After looking at all the usual places and not seeing something I liked, decided (on a whim) to check this store out. wasn't expecting much, but it is Amazing!! Huge selection, lots of design displays, excellent prices and I had a great experience with their customer service. Justin was fantastic!! He literally followed me around the store discussing all the options, pulled tiles and mosaics and helped me put them together into a cohesive design. He was very patient and positive too. Didn't try to pigeon hole me into the "best selling" or most popular tiles, but was truly interested and excited about helping me find the right tile for bath walls and floor. All was readily available/in stock (which wasn't true at some of the other stores I visited) and I took it all home. EXCELLENT experience!! read more

I have always had a great experience with them . From Natalie and Jordan, to the awesome cashier, to the guys who load the items, to the quality of the materials, Floor and Decor is a great one stop shop for all my company's needs. read more

worst customer service online and in store! ordered 14 boxes of porcelain online at 10 AM. the order still wasn't ready whole day long. (should be able to pickup from store same day if an order is entered before 2 PM according their web site). on line chatting didn't solve the problem. went to the store at 8 PM, store manager was rude and refused to help. It took me and my wife 20 minutes to load 14 boxes up to the cart and our car. they just didn't want to help customer, wasted whole day waiting, this company is not trustworthy, won't come back again. read more

The selection and prices are good. But pay very careful attention to your bill and make sure they give you what you paid for! Their billing department is either incompetent or fraudulent. I spent $2156.63 at the Gaithersburg store but my credit card was billed $2288.86. In addition, I purchased two 25 lb bags of grout online for my contractor to pick up. However he was given two 10 lb bags instead. He then bought the three remaining 10 lb bags needed to get to 50 lbs, and billed me for them. In addition I get three random e-mails yesterday for Floor & Decors in other states with receipts for things I didn't purchase, that do not have my credit card on them, and that fortunately I wasn't billed for-- but weird and disconcerting. Called customer service. Spent 45 min with their rep as she took notes on everything, said it was a "store issue" but she couldn't connect me with the store because it had closed for the night. Had no explanation at all for the weird e-mails of other people's receipts. Told me to call back today, and when I did the new representative told me there's nothing I can do, I have to go back to the store in person-- 30 minutes from my house. Mind you I have already wasted hours on this. Clearly they are hoping people just give up and eat the over charges. read more

This is one of the most well-run stores I've had the pleasure of doing business with. I visited this store almost every day for a week searching for and buying just the right tile (and accessories) that I needed for an intricate bathroom project. Travis was my super hero consultant that helped me solve my tile problem and did all the heavy lifting (literally!). He went over and above the call of duty and even put my supplies in the car for me, without being asked. Because of my experience, this where I go for anything for my walls or the floor. I wish all stores were as well run and have their employees so nice and so helpful. Trav...you da' man!! read more

Great selection. We had a great customer service experience. Branden helped us with our purchase & storage for the tile! He was just wonderful! read more

This place is great. It has a lot of variety of tiles and hard wood selections with excellent price. Also, it has great customer service. Mike and Ben have helped me picking up the right material. read more

Floor and Decor is an amazing resource! They have gorgeous tile and flooring at great prices. I got great service from my salesperson, Bernard. He was friendly and thorough. He helped me figure out exactly what quantities I needed and he was even patient when I changed my mind a couple times. Come with your measurements and be ready to find awesome deals! read more

We were greeted by every single person we can in contact with. The prices are incredible. I was looking for wood planking tile. I saw some at Lowes for $3.89/sf at Floors and Decor I found one I liked even better for $1.49/sf. Abi was the one who assisted us and she was great. One two things I could complain about. 1) I wish I had a location closer to me. 2) I wish I had had more time to spend when I went. An unbelievable selection and fantastic pricing makes this my new go to place! read more

I've seen the other Yelper reviews of this store and can't speak to those but want to give a big Positive shout out to sales associate Justin. Went in today to both return some extra wall tile left over from an old project and get some stone floor tile for a new, bigger one. Justin was On It from the get-go and stayed that way throughout. He helped us with color matching, comparing materials and finishes, made sure we were aware of options, didn't hover or push but went the extra mile-- not twice but three times to get us the best deal and exactly what we were looking for. And in between dealing with us he had at least two other things going on and never missed a beat or left us hanging. We ended up saving $250 below what we could and would have happily spent on the next-best-thing in-store because of his perseverance finding the last pallet they had of a closeout style that we liked best of all even aside from the price. And get this-- we saved $2100 yes with two zeroes below what we would have paid for the same 280 sq ft at another store we'd been in first. Worked out to 85% savings for a straight up match in material and looks. Then he just rolled the return into the sale for a convenient twofer that made the bottom line feel even better. I should add here that our last visit three months ago was positive too with good help from other staff finding some items that looked great in displays but weren't obvious in their stocking locations. Great selection+great prices+great service=Great Experience. Thanks Justin and Happy New Year! read more

edward has great customer service he has a contagious smile i wouldn't want any one else there to help me keep up the good work!!

Earlier this week I intentionally went to this store--which is about an hour from my home--on the recommendation of a friend and I have to say that their selection and pricing was extremely good. I also had a fine and helpful experience when interacting with all of the staff except for the striking disappointment of the designer that was on that day. She had one other customer ahead of me who seemed quite polite and not apparently temperamental and yet she clearly felt very 'put upon' to even answer my simple questions. At every attempted interaction (there were 3) she projected a deadpan demeanor of someone who was both annoyed and felt she was doing me a favor in responding. She also couldn't tell me a straight answer of when to schedule an appointment to make the interaction less demanding or more to the routine. After waiting about 2 hours, I chose what I thought was best on my own without any input from her and left. I spent about $850 and I also need about $600 of additional flooring, grout and trim which I found there but needed input about before purchasing. I am now trying to decide whether to go back and deal with this place or go elsewhere. If not for her, the rating would have been a 5. The only reason its not a 2 is that I don't want to further penalize the entire store for what may have been one employee's bad day. If its a pattern for this employee--she is likely costing the store sales and needs to find other more enjoyable employment. read more