Really surprised to see the negative reviews for service. I bought several materials here for a bathroom remodeling job and on each trip was treated great. One lady spent 20-30 minutes answering questions taking us all over. Another guy happily put his work down to come help me. I wasn't thrilled driving to Hilliard to go there as it's 25 mins from my house but they have it all and were very knowledgeable. read more

Great quality products, but their customer service needs a serious face lift. Make sure you use a company who covers their product upon delivery in rainy weather, and who gives their clients a better experience. Shame, it's 2015 and they don't understand this read more

I'm at the store as i type this because I've been waiting for 1hr just waiting for a forklift.... the gentleman we spoke to didn't seem to care that we wanted to purchase some flooring.... still waiting .... read more

Love the variety of styles and textures and products to choose from. The customer service is great and everyone I've worked with was friendly and knowledgeable. read more

Ive just waited 22 rings for an answer ! Owning a store for 41 yrs ,we knew, that get feet inside store..or be informative on phone, MADE MONEY. I phoned last week as im handicapped. Found they feel we no longer have a brain to buy from them.if they have the deals and quality they preach. They not only do not have electronic chair, they dont have one we could use..or decorators wheel us around to select ! After watching, studying even the greatest names of any busienss, most die from the TOP ! Losing contact with the costumers. Unless handicapped, whos going to wait more than 6 rings before selecting one of the other two excellent firms near them..Whove proved by longevity..that they are here to stay. I spoke to the manager a week ago, very pleasant..he understood need to communicate..but he had not the get up and go, to get a chair we could use ..pin money on the costs of yardage he might sell to us! So be wise and stay in business. Ignore we millions, at your peril. In 38 yrs, I've seen two other giants occupy your building.. Seen it sit empty for yrs. Who will be next ? Youve proved by not answering the phone for 22 rings..you dont need mine! Had needed 3 wood floors. Handicapped? We'd even go out to the car of the buyer...........why around til retirement ! And now I see..yu allow me to write truth..and Ive got to SIGN UP to send it ? read more

Their customer service was exemplary during our master bath remodel process! Our contractor recommended them, and I certainly understand why. read more

POOR customer service! I would give ZERO stars if I could. Not one employee asked if we needed help and there were several standing around talking with each other. Two employees came by, one driving a forklift, and said they needed down the aisle. Keep in mind we were comparing and picking out some floors. They then closed the aisle without saying a word to us. Nearby there were 3 employees talking. We will be taking our $ elsewhere! We gave them a second chance because their customer service manager sounded like they wanted to make good. The gentleman who helped us in the store was great but they sent their consultant out to do measurements and they were over an hour late! And on top of that we never received the quote like they said we would. On to the next place. read more

Poor customer service! They spend more time talking and interrupting one another than assisting customers. And forget about ever receiving a follow up call from them. read more

The store manager refused to refund a defective product. The products may be closeout but do not buy any of the pre-mixed materials becuse they are old and no good. I tried to return the defective product only to be told that because it was opened they could not refund. I learned my lesson from these con artists. read more

I personally am so impressed with the staff of this store. I had more then 3 people offer to help me pick out tiles. One young man did help. His knowledge was so impressive. He knew his materials, the care and maintenance involved and was quick to lead me to 3 different /seperate porcelines that would work together for my project. Everyone from my helper to the cashiers were friendly and helpful. I have used this place in the past and was very impressed with the ease of the returns. A great service and wonderful products. I wish it was closer is my only complaint. I live about 60 miles from this store, but it is worth the drive! Linda L read more

After purchasing over $2,000 dollars worth of flooring, the staff didn't feel it necessary to protect my laminate flooring from the rain. When I called to complain, I was told very coldly that wrapping my flooring in a piece of plastic was not a service they offered. If you have customers spending thousands of dollars at your store, is it really not expected that it's secured and protected before it leaves your store? Futhermore, is it standard to also keep those people waiting while you help other customers, despite having called 2 hours ahead and telling management to have the replacement flooring ready? Do yourself a favor and don't buy your flooring here. The products are fine, but the customer service is nonexistent. I'm not sure how they've managed to continue to stay in business. If I could, I'd give a zero rating. read more

The customer service is terrible. I called several numbers including store number and held at each place for 20 minutes, all numbers but one just rang and rang for literally 20 minutes. Someone finally answers phone and asks to call me back. I ordered 4 samples, almost all came broken, one came as the incorrect product not even remotely close to what I ordered and paid for. I wouldn't consider using this company if it was the last company out there. Having issues and I haven't even made it past ordering samples read more

Floor & Decor - Kitchen & Bath Near Me - Hilliard, Ohio

These folks need to work harder on their customer service skills. It is sad that in 2016 I cannot get anyone to pick up the phone when I call multiple times and as a contractor I cannot order product and have my courier pick up my order, instead I have to leave my office and drive across town. read more

I have to say I was pleasantly surprised on my first visit to Floor Décor. The selection was good and the service from Ann Karpen was exceptional. Ann knew her product well and explained it well. She also listened to what we had to say and could direct us to where we needed to look. She gave the best customer service we have had in a LONG TIME of shopping for tile and things we needed for our remodel. I haven't actually bought my tile and shower doors yet because still shopping to put it all together but so far the service was excellent. read more

Customer service is horrible and rude.they did not give detail and slow. I would gave negative star if there were one .

Prices are good, NOT GREAT, but good. Selection fair to good BUT be prepared to search on your own. (Kinda like a giant rummage sale) Service is deplorable. When we finally ask the cashier for someone to help us, we waited for 15 minutes and the someone that appeared then assisted us by stating , "AAAH, I've never seen any, but if it's here, it'll be over there" (point,point). We took our $5000 buck-a-roos elsewhere! read more

Horrible customer service! I purchased hundreds of dollars worth of tile. When I got them home I found that there were broken tiles in EVERY SINGLE BOX. When I went to return the broken ones, the assistant manager said he would not refund my money and even went so far as to suggest that maybe I broke them all! I will never go back to this store and tell every homeowner I know to avoid it, too. read more

I've had nothing but great customer service throughout my entire project. From the gentleman that went above and beyond to find me 2 boxes of tile, to Anthony H. who waited for me after 7p to load my bamboo flooring along with his assistant Ezekiel... I'll definitely be back when I start my next project.. read more

Was easy to order.and pay..But they dont tell you ..if there is a couple or a few ppl in front of you..to pickup your ..already paid for order....you may be waiting hours ..in the parking lot ...because u have to check in. And stay while they try n figure out how to get your order picked and brought out to you.. could use a facelift..on hustling..lol. i wont be a return customer. Drove an hour after being told order is ready for pickup..then 90 min in parking lot..sad ..good luck ..this is a hustle world ..and your snail slooowwww. read more

They put an ad on Craigslist for free pallets. When we drove out to get one, someone else had just filled their truck with the last of them. They not only gave us a free one of their own, they gave us a bungee cord to secure it in my car trunk. That was the nicest thing anyone has done for me all year. Thank you! read more

Great selection and pricing. After that you are on your own. The service in product aisles is hit or miss. After you load 1000's of pounds of tile and make it to the front get ready to wait. Usually only one person doing it all checking out, answering the phone, making returns, and answering questions for customers. Makes you crazy. read more

We went to Lowes then the Tile shop, but found Floor and Decor had the best selection and prices. I saw reviews that customer service was not great, and I can see where people where coming by from at first, then Joni one of their designers took the initiative to help us and we could not have been more satisfied. She said normally we would need an appointment but she was currently free. She spent close to an hour with us going around the store, even pushing our cart, and pulling samples to show us what is possible. We really had a great experience. read more

Lots of quality products to choose from. The reasons for the one star are: 1. Poor customer service. 2. Poor communication. 3. Unable to make payment on large purchases on site. read more

I've done 2 major projects this year using tile from Floor and Decor. The first was a half bath where I did wall tile to about 3 1/5 ft up the wall, all was fine. Then I started a much larger project to replace the master bath and all of the wall tile and around the jacuzzi. The tile we selected was 6x3 marble, and the purchase price including the Schluter shower system, grout, etc was well over a thousand hundred dollars. Once I was well in to the project I found that many of the tiles in a particular batch were odd sized, some were thicker than the required 3/8 inch, some were wider or longer than the 3x6. I returned them and told them why, and bought some replacements. When I returned later for something else, the ones I returned were back on the shelf even though I told them they were defective! I can only assume they'll wait for someone else that either doesn't know what they're getting into or doesn't want to bother. I later needed more of the same type but they did not have any in stock that were properly sized, and offered to have some shipped in from another store but we would have to pay shipping charges of over $150 even though it was the stores inventory that was the problem. Later I had some sheets of decorative tile that we used as an accent within the marble that were excess. It was over the 30 days and so they wouldn't give a refund, and went on to say that that style had been discounted and so they wouldn't even give a store credit, even though I had spent at least a couple of thousand dollars over the past few months. Not that I plan on going back there if they gave a credit and would not recommend them to anyone else. It's a one way street with them not returning any loyalty or service, and putting the defective tiles back on the shelf is incredible. read more

We purchased the most beautiful oak butcher block floors from them and the customer service, delivery and product were all exceptional. We would definitely go back again and highly recommend them. We liked the floors so much that we had them shipped from Ohio to our Maryland condo. Not sure who the negative reviewers could have had as a salesperson, but everyone we worked with were fantastic. read more

Horrible!!! Lied about what they had in stock to get me in door. Very ugly selection of wood floors. very rude on the phone and have been placed on hold many times for 30 minutes pls and then get disconnected. will never shop here again read more

Customer service was excellent. Everyone was excited to help us - well except one guy - but the others made up for him by leaps and bounds. They even remembered our names when we went back in to buy extra needed stuff. The selection was excellent also. The return policy made it perfect for us to buy things and return what we didn't use. I will definitely go back for my next project. read more

It was one star but now after writing here and to Better Business Bureau, I must say they were on top of it and they will arrange paid pick up and full refund. Not done yet but I am confident they will and the post will be removed. Here what happened, before placing my call to order online (being in another state), I called to have more information on the wood flooring I wanted since the length of each plank was not mentioned on their website and I wanted the plank to end same level every other row. I was calling on that due being very important to me. I asked the customer representative assisting me what was the planks length. She said it varied so I said to her I want all to be the same around 7 feet. She then replied the size varies in the same box. She said they are 3 and 5 feet and I repeated they are 3 and 5 feet and my contractor that was next to me said we can manage 2 sizes to create the look you want. But what a surprised when I received them and there was 2-3-4 5-6-7 and all in between and nothing close in color of the sample I had previously purchased. It was much more clear in color, many pieces had sap, and much more grain showing than the tiny sample they had sent. (all their samples are very tiny and may not represent what you receive) NO planks were closed to the color of the sample. I was really upset so I called them and they were willing to replaced the few planks that were broken but I did not want the product at all not being what I was expecting. They did not want to accept the responsibility for the shipping back after not giving me the right information on the sizes. I had paid almost 250$ in shipping, and if I were to return it after figuring out how to put the pieces back in their boxes and how to get that back to them, it will cost me another 250! read more

While I love the prices at Floor and Decor Tile in Hilliard Ohio, I'm not a big fan of customer service. They generally walk around helping those who they want to help and spend way more time talking amongst themselves. I've been there about five or six times to get tile for the house and only been offered assistance one time. I was very impressed with the cost and the amount of selection that is on hand as was my stepdad. However, the lack of customer service shows. Before ordering tile on April 7th, I called the store to make sure it was in stock. I was told it was and expected it to be delivered by no later than Wednesday April 10th since I live in Dayton and it was coming FedEx ground. It didn't arrive until April 25th and only after I called them on April 23rd. Needless to say it cost me time and I ended up going to a local store to get the tile I needed since I no longer trusted them! read more

Customer service is appalling. I ordered a sample Jan 4th. It is Jan 17, and the sample is not yet received. A week later I called to inquire if it had shipped. It had not, so they gave me a ticket number. Nothing resulted from the ticket number, not even a phone call or email. I tried calling back a few times, but the wait time is unbearable. So, I drove to the Hilliard store, which is 1 hour away, to find out they only stock 2 colors of the glass tile I was interested in. If they would have answered the phone, I wouldn't have wasted the trip. Then I sent an email and received yet another ticket number. So I called and actually talked to the rudest person. She told me I needed to be more patient. She admitted that it has taken longer than usual for the sample, but said there is absolutely nothing she can do. She said, "you will just have to wait it out". I decided to call the Hilliard store directly. A lady answered, put me on hold twice, still couldn't find my order, and then asked me to hold a third time. After 10 more minutes of waiting I hung up. They may have quality products, a wide selection, and good prices, but their customer service is horrendous. I'm hoping someone does contact me to resolve this issue so I can re-post positive feedback. read more