If I can give this store something lower than 0 stars I would. Management is screaming HELP! I came into this store with lots of questions that by the way I did not get any of them answered. My husband is a contractor and we have recently opened a second company which I manage. It happens to be a remodeling company and is obviosly involving lots of flooring! I was excited to make this particular store my main provider. Which I'm no longer doing so by the way. I went in looking around for samples and designs I was helped by a young lady that to begin with was very rude Cj Jacobs was her name. I kept it short with hope to try and find someone else in the mood for working not to mention she reeked like Marijuana! Thought it get better? WRONG!! I went to the front and asked for a MANAGER they asked me to wait for someone to ANSWER A RADIO! I waited for 20 minutes before anyone ANSWERED with a "Be right there." The waiting didnt end there. I waited 20 more minutes!! Finally a Kayla shows up and goes to several cashiers to figure out who needed her. Ofcourse, after 40 minutes who would still be waiting right?! If the last one was rude SHE WAS WORSE! Came to find out she's not even a MANAGER wich I asked to see in the first place!!!! She's cashier supervisor whatever that means because she wasnt supervising ANYTHING! Oh yea by the way all the cashiers up front were in TRAINING figuring out what to do with HUGE LINES mad customers WAITING she is very unprofessional! Very unprofessional who gave her a supervisor job? I hope this catches someone's attention and not let this store and customers down by having this kind of service. Need a helpful tip? You need new management. read more

I very excited to find this store .. wonderful products and knowledgeable sales staff .Larry was amazing.. he even did a demo on how a stone product looked both wet and dry.. problems came when I called for an estimate and work to be done .. the scheduler said they charge 100 to come out with s minimum install charge of 850.. I was so disappointed .. so I would say shop here if you can do all of the job yourself! read more

Steven was awesome. Walked us thru the store and loaded up our order and stored for our contractor to pick up. Great selection and prices.

The only reason I gave them one star is because there wasn't an option for a negative score. I placed two orders with this company. First order for 140 sq ft of stacked stone arrived on time. On Tuesday 7/10/18 my second order arrived. I had ordered 110 Sq ft of corner pieces of the same stacked stone. Instead, I received another 110 sq ft of straight pieces. After 45 minutes of the online with their customer service agent "doing everything humanly possible", he finally got the Highlands Ranch store to agree and come pick up incorrect order that was sitting in the middle of my garage. The customer agent also told me he wouldn't delay processing an order to correct their mistake. Fast forward to today. I called to check on the status of my replacement order. I found out that they were waiting for the store to refund money from the incorrect order they delivered, prior to processing a replacement order. After another 30 minutes on the phone with the agent today, she is now trying to find out where they can get the stacked stone to fulfill the order that I originally placed on 6/27/18. So after almost three weeks, my original order has not even shipped. But it is comforting to know that Floor & Decor is doing everything humanly possible to take care of a customer that just spent over $2,300 with them. If I didn't already have over $1,000 of their product sitting in my garage I would cancel the whole thing and never do business with this company again. Instead I am stuck with one last order that I have to fight with them to get properly processed. I had to listen to their recorded message for over an hour the past week. They love to tell us about their low prices. Personally I would gladly pay more money to do business with a company that values their customers and are not as inept. As the say, you get what you pay for. Never again will I do business with Floor & Decor. read more

Went to the Floor and Decor on County Line Road. Had 3 people brush me off. I was about to leave and go to another store and then Aaron came up to me and was a great help. He helped me load heavy tile onto the cart and helped me pick out the right grout and loaded that too. He took me through the store to get me everything I needed. He's a great employee. He treats customers they way they are supposed to be treated. Thank you Aaron. read more

I honestly feel like Floor & Decor has become a second home to me these days. I've haunted the aisles and shelves for hours and hours due to an insane decision to renovate not one, but two, homes at the same time (my house and my dad's house). I can honestly say that without the stalwart help of Shayne and Helen I think I would be in a padded room and a straight jacket (by the end of my projects I think I nearly drove THEM to that end). While other employees have been helpful, these two have gone over and above the call of duty to help us make our projects succeed. They both have amazing work ethics, patience, and true expertise in their field. In short, these two have been a true blessing. Thank you, Shayne and Helen, for your kindness and help. You are rare gems. read more

I don't know what it was about today but I have never been around so many rude people before at a store. I come to this store occasionally and buy tile but today not a single person in there could even look at you, help you and when you did ask a question the response was immediately hostile! People doing inventory would just cut right in front you to do their work, not even bother to say excuse me or could I help you! I asked about some tile sitting in front of store by doors and had to just about drag the person over to look at it. Instead of talking to me about the tile, I was immediately told "you can't bring it back, you buy it it's yours!". I walked away from him and the store. I likely will never be back. read more

Shayne was a pleasure to work with. We had already spent 2 hours at the store looking for tile when Shayne approached us asking if we need helped. From that point forward it was an absolute breeze finding what we needed because of his help! Tons of options and accommodating staff even as they were closing the store. read more

Great customer service! Bryan was incredibly helpful and was able to answer all of my questions. Have purchased for several different spaces at this location. read more

Pam, the Floor & Decor design consultant, was absolutely wonderful in helping my wife and me pick "the right tiles" for our two bathroom renovation projects. Not only that, but Pam maintained steady communication with us through the ordering and pick-up process, smoothing the way for us. She has our highest recommendation! read more

Wow! The customer service at this location is outstanding! We needed tile for backsplash in our kitchen. The first 2 times we came in, Alex helped us. He was friendly, knowledgeable and super polite. He gave us the info we need the first visit and on the second visit, I gave him a list of items we needed and he grabbed our cart, left us to browse while he pulled everything for us included grout, mortar, seal, tile and wrote on the buckets of grout to match the 2 different types of tile we purchased. We then needed some different pencil tiles. We ordered them online but, they only sent 9 out of the 15. We spoke with Bryan and Tommi(Hope I spelled it correctly). Bryan was super helpful realizing the urgency to get the pieces in. He passed us to Tommi and she not only found the additional pieces at another location in CA, she gave me her personal cell number to let me know that they were ordered and should come in the following day. As promised, the additional items came in the next day at 10:30am. When I went down to get them I had to return some items. Larry was at the register and was so helpful and friendly. We could not find my account under my phone number and I almost gave up and drove back 20 miles to get my receipt but, Larry found my account and got the return completed. Excellent service! As I was walking towards the back to find the special order desk, I passed Alex who not only remembered me but waived and called out my name. Unbelievable!! When I got to the desk, Darnell came out to check to see if I needed any help. I told him that I had a special order and he looked and found Tommi to get my order in my hands. He was supper friendly and helpful. I then asked for the manager (Cole). Tommi led me back to another area where Cole was available to speak with me. I could tell Cole was a little worried when we were walking to a quiet area because he thought I had bad news about his store but as soon as I started to speak with him, he had a great smile and patiently listened to my complete experience. He thanked me for my business and of course for the kind words. I have had retail restaurants for 15 years and know and recognize incredible customer service when I see and experience it. THIS PLACE ROCKS!! To have that many different employees all have the same great attitude about how to treat guests is so unusual, unless you shop at my restaurants of course! This kind of attitude is a direct reflection of leadership. Way to go Cole!!! Anyways, you have a customer for life!!! Thanks Aaron Zipp 6947 S Riviera St Aurora CO 80016 Thanks read more

Great selection, great prices, and great service! Kat and Brian were extremely helpful and made my tile purchase a delight! Will definitely be back for future renovation projects! read more

I am 4 days out of surgery, but we have a bathroom in our new house that is threatening to fall through the floor, eek! We waited 15-20 minutes for a design person to come help us, and they never showed, despite asking 3 different people. They gave us a number to call, which just rang unanswered at the desk where we were waiting for the person to meet us. I hobbled back and forth on crutches three times, checking in with the status of the designer's arrival, before they finally said, "doh, I guess she must have left early today". No apology, no hint of caring for my predicament. They just lost customers for a big job--I only wish I wouldn't have driven 20 minutes down here and wasted my time. The people working in the front of the store showed about as much concern for their jobs as someone working in the fast food industry. I don't know where to go to find better help and people who are actually willing to discuss their products, but this is not the place. read more

I just did a complete renovation of my master bath and used Floor&Decor for all of the tile and grout (and there is a LOT of tile!) Pam helped me with design services and I was so lucky that I got her. She was so patient and had such great ideas and thought of things that I never would have. I came in the store with one idea in mind of what I wanted and left with a much, much better design. Pam even went out of her way to find me a mosaic tile that she had seen but couldn't find while I was in there. She emailed me a picture of it the same day and found it in the back for me. I ended up doing an entire wall in that mosaic tile. Pam really made me want to come back again to do my kid's bathroom because she was so attentive and creative and stayed within my budget. She kept emailing me throughout my project to keep tabs and make sure there wasn't anything else I needed. I was just really impressed with the entire Floor&Decor experience and love that they have such great designers of staff for FREE! I have since recommended them to several of my friends, since we all have homes in the age range that they need to be renovated. Highly satisfied! read more

With a personal basement renovation, I got both laminate flooring and bathroom tile from this store. As I enter the final phase, I began to reflect on how the employees, time and again, took the time to provide guidance in each step. These guys both know a lot AND care to help customers, succeed. Good guys, good prices. read more

Greeted at the door and helped every step of the way! Excellent service and had everything we needed for our project. Going back soon for other project items. read more

Yeah they got selection but, their customer service is a huge deficit. Good luck finding a knowledgeable employee that can help. And if you actually do find something top purchase, be prepare for an arduous checkout with grumpy (likely underpaid) clerks. Adding to your checkout frustration will be other personnel meddling nearby offering no assistance to a growing line. Do yourself a favor and give the folks at World of Tile a chance (2.5 miles east off County Line Pl.). read more

I am a general contractor and I spent quite a bit of money at floor and decor. Today I had one of the worst experiences ever. A so-called manager named Jared provided me with the worst service ever . I send a lot of my clients to that store, in the future I will steer them to other tile places. If you like getting talked down to from a Twentysomething video gamer this is the store for you. Try world of tile of tile up the street , much more professional. read more

Devin is the man to see at this location. He will go above and beyond to get you what you need, if you have questions he has the answers n if he don't know he will find the answer or the person who does know. Extremely helpful read more

For an order I placed 1 1/2 weeks ago, I called yesterday to schedule the pick up of the tile on Friday for an installation next week. I received a call this morning from an employee at the store telling me that the tile I ordered (and paid in full) is discontinued and no longer available. This impacts the entire project schedule. I understand that mistakes happen and that they might not have known at the time I ordered it, but they should have pulled the order or at least understood that they couldn't fulfill it right after the order was placed. There are some good people working there but also some very clueless, poorly trained people. Frustrating. read more

This was the best shopping experience I've ever had!! Andy helped us find everything we needed for our home renovation. He went above and beyond to help us hand pick each piece of slate we needed. We will definitely be returning to floor and decor in the future. read more

If you are considering floor, and or tile, this is the place to go. When I first walked in I was somewhat overwhelmed with the multitude of products to choose from. Anything you can possibly imagine for your floors and walls. Guess what? They have a top notch designer available to walk you through the process. Enter Pamela Dorram. Call ahead to make an appointment with this professional. She is in high demand for a very good reason. Off on Friday & Monday. A big shout out to this establishment. Not only wonderful products to choose from, but a bonus, if needed, to have someone like Ms. Dorram to guide you through the creative process. I will be a returning customer with future projects. read more

Placed an order online and when I went to pick it up I waited for almost over an hour while the employees tried to decide who would actually bring the order up for me. First a worker on the floor radioed to the warehouse and told me to wait up front and someone would bring it up. Then she walked away and I never saw her again. After waiting for 20+ minutes with no sign of my order I jumped into the long cashier line. When I got to the front I explained what I was waiting for to the cashier. (She was the only one who actually made an attempt to help me) She radioed to the back warehouse and the guy in the warehouse said he was already helping someone and couldn't help me. As she continued checking people out in line she continued to radio back to the warehouse to see if someone could bring up my order. People either wouldn't answer or wouldn't help. After 55 minutes of waiting the cashier spotted someone from the warehouse walking up front. She asked if he could bring up my order and he said he was helping someone else and couldn't help me yet. At this point it had been almost an hour. I had to leave to pick up my kids and had to leave without my order - that I had placed online, paid for, and was told it would be ready and waiting for me the day before. It was a major waste of time and incredibly frustrating. This place needs better management, and better customer service in their employees. read more

Pam in the design center was an absolute pleasure to work with. She definitely goes above and beyond in customer service! Pam is the consummate professional. I came into the store trying to meet a contractor deadline and she says "no problem I can help you". I was working on building a Duplex and needed kitchen and bathroom tiles. I probably met in the store with Pam at least 5 times and numerous phone calls and texts. Her design ideas were awesome! Every time we met she had everything ready and no time was wasted. I had no idea about choosing tile and she made sure I had all the supplies needed to complete the job. Everything from the tile, grout, schluter, accents and more. (the tile installer was impressed as well) She was very accurate on the measurements and I did not have to return to the store because we were short or had too much. If I changed my mind on something, she handled it in the same courteous way. She is a terrific listener and truly cares that her customer is satisfied. I am a "Happy" customer and will need Pam's expertise on our next project! Thank You, Annette read more

Came in for the free tile class. Instructor no show after 5 calls and 45 minutes. I came back later that day. Again 10 minutes late. A week later I purchased the tile i needed. Tile not in stock, but expected in 2 weeks. I wait, no call. I call 4 weeks later and they say it was there a while. grrr. I go to pick up the tile during my lunch hour. There is a separate greeting area next to the garage door where they do loading. I show my receipt. the guy gets my order. I have to sign that it is all there. I cannot inspect it. I ask the man how do i know if it accurate. He say he just checked it his self. The workmen load my truck. I drive home. I find that my order is short 6 boxes of large format tile and 4 boxes of smaller subway tile. (320 pc short in all). I go back immediately, since they had me sign i received what I had not. They spend 40 minutes looking for rest of the order. No luck, and they pull from the floor. Total screw up from the get go. They are consistently short staffed and rushed. Get them some help!!! They are doing a crappy job. read more

I came here because this is the only place that fit my budget and had items that I liked. Still I was so confused about my backsplash. Finally picked something out but wasn't 100% sure. Thank goodness Jennifer came to my rescue and helped me make some additions to my choice for a beautiful transition from the countertop to the cabinets. Definitely look for Jennifer!! And love the fact you can buy samples, and extra and then return. read more

I was a little overwhelmed with all the selections and the thought of doing not one but two bathroom remodeling. It was a blessing that I found Pam! After telling her about my projects, she pointed me in the right direction, helped me with my choices and kept my budget in mind. It was truly a pleasure working with some one with such design talent and who really cared about the outcome of my bathrooms. I will be back soon to do another project! read more

This store was recommended to me by the contractor. I knew exactly what I wanted. It is large store with numerous customers and no employees in sight. Probably walked around 10 minutes before finding the tile that looked like oak wood. All the tile was in large shrink wrap bundles so I was unable to load the tile myself. There was only one cashier and a line of three customers so I did not interrupt him and looked for an employee to help. Another 10 minutes or so,....no employees seen, but found the cashier available and asked him to have someone help. He did make a call and I returned to tile location....another 10 minutes or so an employee seemed to be coming to help me. I asked if he would help me, he mumbled something. My daughter told me later that he said: "I'm too busy." When I repeated the question, he said: "I'll get somebody here in 10 minutes." I explained that I had already waited more than 10 minutes and could he help. He turned his back on me and walked away to the computer. That's it! I'm leaving, but wanted this rude individual's name. I asked him at least 5 times for his name....employee insignia did not have such and each time he told me he was busy. Finally, he left the computer and walked away from me to the register and was calling someone's name. I again asked him his name in front of 5-6 customers and he nicely said: "Marcos." We left the store. His demeanor immediately changed when others were witnessing his behavior. It was not the words he used. It was the rudeness of his actions. I left the store and will also find another contractor. Drove up the road to A World of Tile, Park Meadows. A young man met me as I walked in the door, Introduced himself and escorted me to the wooden tile section. He was pleasant. I may have spent $30 more, but the service and courtesy was worth more than that. I may have been in that store a total of 15 minutes. read more

I was leery after seeing the low reviews, but after going to another tile store, my mind was eased. No, Floor and Decor isn't a fancy showroom. It is a warehouse, so yes it is "dirty," You can go in and walk out with your tile! They have an extensive selection. The tiles were easily marked with prices and 1-3 dollars cheaper per sqft than the other tile store. When I went in to purchase some sample tiles, I was quickly greeted by "Larry," who was very sweet and helpful. When I came back to purchase, Larry greeted me again and then I was helped by a polite "Jared." He helped with tile boxes, picking out all the rest of my supplies, putting everything on a pallet, and loading it in my truck. I was also told about a tile class (this is my first project). I took the tile class instructed by "Ross." He was very informative and encouraging. He also stated if we had any problems or questions to call to talk to him. My only problem noted, they did seem a little short on the registers. As I was checking out, and the line was starting to mount, there was only one cashier open. Another associate was up at a register, but assisting on a call. When that call was over, they did not seem to offer to try to get other people through the registers. Otherwise, my experience was a very good one! read more

Big shout out to Pam Dorram, designer at Floor and Decor in Highlands Ranch. Could not have done it without you. I now have my dream Master bathroom. Pam attended and helped us with every little detail. Pam has a sharp eye for colors and was critical in our design process. Kind and patient....your the best, Pam! read more

At first we had a problem with our order. We found out the manager had been removed and when I was finally able to get with the new Manager Jose, he handled our issue and we are happy. I think this store is on the mend with the new manager. read more

They have a great selection of wood flooring and tile, and great prices. But customer service is NOT their thing. I have been there 5 times in the last week because they can't tell me when some metal edging will be in. Also, I am 8.5 months pregnant and they make me feel like shit for asking for help. Even lifting 25 pound bags of grout- they will help but after making me feel like I have put them out. This place is a man's world. read more

Absolutely the most poorly managed and ran store I've ever had to deal with.. The manager Jessica is Extremely rude. I wish I would have never given them my business. The product was defective (I paid $300.00 for a flooring inspector) and I've trying to get someone to help me resolve this for over 3 weeks and literally NOTHING is happening! I don't even know how this is possible.. STAY AWAY!!! read more

Customer service very poor at this location. Called to check on an order and was on hold for 45 minutes. I had to call back two times and they said on the third time they would call me back, needless to say they never did. When my husband went to pick up the order he had to wait an hour it was not even ready. Real problem is to many young adults working here and management lets them get away with treating customers poorly. WOULD NEVER GO HERE AGAIN..........Maybe one day they will realize the reason they have a job is because of their customers. read more

We just had a terrific experience at this store. We had purchased a number of tile samples and the return process was rather complicated. The store manager, Michael Meyer, was wonderful! He not only handled the return, he also completed our additional purchase and gave us advice on installing the marble we selected. He was very efficient, knowledgeable and extremely personable. We have had a number of very good experiences at this store, but our dealings with Michael even exceeded all of those. read more

We are very pleased with how much better our 3 bathrooms and remodeling project will end up because of the Pamela Dorram in Floor and Decor's Design Center. We are remodeling a large master bath, main floor bath, jack and jill bath and a laundry room. We looked at several tile places and several key factors led us to choose Floor & Decor: 1) Free Design Services, 2) Lower Tile Prices, 2) In-Stock Availability vs. ordering/waiting. Having all three of those key factors, it was VERY compelling to choose Floor & Decor which is also 5 min from our house. What we appreciate the most is Pamela Dorram's insight that guided us from loose ideas we were thinking about into very solid tile and grout choice we are really passionate about. She really listened to our needs and helped us move to tile choices and designs that really speak powerfully to us. The two pallets of tile was delivered this week and the project is beginning today. We are so excited to see this all come together and are extremely thankful that Floor & Decor hires people like Pamela to guide it's customers into great tile choices that really will be meaningful for them. Given the quantity of tile we were purchasing it was great Floor & Decor has a delivery option. In addition to Pamela who we have worked with several times as each bath was designed, we also appreciated working with Kayla, Dexter and Larry. To say we're pleased with Floor & Decor Highlands Ranch is an understatement. We had a few bumps along the way but the team ensured it all worked out well. If I could encourage you with one thing is go online on the web site and book a design appointment with Pamela Dorram or one of the other designers for help in taking your project to the next level. Had we just picked out tile on our own it would have cost. But by working with Pam we are getting much more value for our home from the same tile and labor budget. Thanks for your business model Floor & Decor! Thanks for hiring great people like Pamela, Kayla, Dexter and Larry! read more

The manager(s) of this location need to be retrained or fired. I've been to this location twice this week, found my materials (by myself) and then had to wait 15-20 minutes to check out. How hard can it be for the cashier to call for another cashier when there are 10-15 customers waiting to check out at the only open register. Today I stood in line while the geriatric cashier was totally overwhelmed yet didn't know to call for help. A short female employee with short black hair walked by the registers yet was oblivious to the looooooooong line at the only open register. I looked around a saw 10-15 employees running around but clueless about helping customers get checked out. You can have the best products /prices in the area but people with avoid your store if you can't figure out the basics of a retail operation. I'd be happy to retrain your manager(s) on this simple operational theory (would only take 1-2 hours) and will guarantee an immediate 25% increase in sales. read more

I just had my second horrible experience at this location. Not one employee greets you or offers to help. I loaded a cart with 200 s.f. of travertine tile (not easy for a girl) by myself. It took me quite a while but I did take time to count the number of employees who walked by, did not make eye contact and did not (obviously) offer to assist. Total count = 4. One guy was looking up something on the computer and I went up to ask him a question - he did answer but he never even looked up from the screen! It was unbelievable to me. After struggling with the weight of the cart, I was so upset that I just aborted and walked out. Yes, that was me who abandoned the really heavy cart with $800 worth of tile! This was a Saturday morning (9/21/2013) and there were plenty of staff present. I'll never go back there again. read more

Customer service is very poor at this location. Inventory is not updated correctly. You may call ahead and ask if a specific item is in stock, but it doesn't mean that the 40 boxes promised to you 10 mins ago, will be present in the store. Nobody can give you any answers and don't even consider placing a special order, because you may never get it on time, or ever! I was given many excuses of my delayed order, including "the port workers are on strike". Ummmm...my product is made in America...maybe I'm not understading. You're on your own when you go to this store. The Arvada store is a much better choice. read more

Would highly recommend this place. Pam, one of the designers is the best! She spent hours and I mean hours with us because both my husband and I are inept with interior designing. Not only was it the time she spent with us, but she's very good with matching up colors and patterns. She matched up the tile for our bathroom flooring and shower, along with picking a beautiful hearth stone for our fireplace that would match the laminate flooring that she also assisted us with. Pam didn't miss a beat as she pulled out paint swatches that would match. If you have any questions regarding flooring, asked for Larry. Pam pulled him aside for us. He educated us regarding the different types of flooring and manufacturers. Pam went even further as she went back to the loading dock to ensure that the material we purchased was loaded correctly in a timely and efficient manner as we were on a time crunch. I can't tell you how happy we are that all the material is bought and set to be installed! Thank you Pam! read more