Worse experience I've ever had with a company's staff and store management. I had an order of over 2600 sq feet and AFTER processing my order and charging my cards at checkout, one of the cashiers named Wanda, who had nothing to do with my order came over and shut off the system and then said it was an error and had to be restarted. I asked to talk to a manager and nobody wanted to come to the front and explain why my charges were being cancelled AFTER they had already processed my order. The manager, named Whitney called to the front and told Mike, who was the manager who had approved the charges that she would not accept my form of payment. After and hour of charging my cards and processing my order they said they will void it all, so I just wasted a whole hour which could have been avoided had they told me from the beginning they wouldn't accept my cards. They waited till each one processed to then tell me they would cancel it. I was discriminated against and I even applied for the Floor and Decor credit card with No Interest which I got approved for. I was still unable to get any manager to help and now I have to wait 7-10 business days for my funds to become available on my card again. Not to mention I have to call and confirm each card has its funds returned which will take about another hour of my time. It was embarrassing and also humiliating to treat a customer that way in front of other customers and they did not even have any type of management willing to discuss the confusion in person. I repeatedly asked to speak to the manager Whitney or Mike and was told they would just cancel my order and refund it back but no manager would come out to explain why. I reached out to customer service and they then informed me it was because they thought I was doing fraudulent charges because of the credit cards I used. That confirms that the excuse Whitney and Wanda gave me there about it being the system issue was a lie and I was being profiled and discriminated against. I have contacted the BBB and the corporate offices and will be taking this matter to the next level. I am currently waiting for a call back from the store manager Brian. I still ended up purchasing the tile due to the demand for what it was needed but I am strongly considering cancelling the order if nothing is resolved. read more

Very happy with the product, However when I called and got the installer to come out, WE WERE SHOCKED !!! n nHe wanted 9.00 a Square ft to install a piece of paneling wood, Each piece is 3 sq ft, With Nails, Yes, Just shocked , You can do Marble for 5.00 a ft, But wood paneling that interlocks they wanted 9 for, It was a complete joke, Install Made Easy said it would be around 3.50 a sq, Ft. This guy wanted 9.00 we were blown away, Talk about trying to Gouge a customer , You might want to buy your stuff there and find your own Contractor , or installer, If you saw how easy this is you would laugh, Its interlocking wood and nails !!!! read more

Was recently at the Orlando store a few days ago trying to do a return/exchange on some smaller items for a backsplash for a client, a manger had to be involved and was called to the register, "Whitney" came to the register area, she was extremely rude, and seemed like it was a total inconvenience for her to come over to take care of the matter at hand, she looked sloppy and pissed off !!! she was not much help and left the poor girl at the register to take care of the situation after walking away without offering any help .....I asked the girl if that was 1 of your managers and was told yes, I assume she was to busy to properly take care of the matter as she went back to her seat behind a small counter area by the front doors and continued to use her cell phone....the poor girl at the register had to call over another young lady, "Deborah" I believe was her name ( as I asked the young girl who she was so I could thank her ) to fix the problem and she took care of things with out any hesitation, quick and simple.... If this other manger is a representative of your company and acts this way towards a customer and a simple return/exchange then I see why your store gets so many bad reviews !!!! The next time I shop here I hope I don't have to deal with her and her negative attitude and pissed off demeanor !!!!! read more

After spending a month looking at different laminate flooring i choose one from this store. My last visit was to discuss how to lay it what to put under it and if they deliver it. The guy said i would have to pay shipping to the home or get free delivery to their store. That night i went home ordered $240 worth of flooring and was charged $170 for shipping TO THE STORE?? i called the following day and the guy said yep you have to pay the shipping...I will never go tho this store again now i have to start looking all over again what a waste of customers time. read more

Recently I visited Floor & Decor on Colonial Avenue. Luckily I got Chris to assist me. He was very helpful and patient with my questions of how much and what else will I need. The young lady at the register was extremely nice, also. I wish I could remember her name, but Chris will know who it was. Chris also helped me with getting the boxes of tiles out and into my car. He was so nice, polite, and caring. I'm glad I went to that store. read more

Huge selection of tiles, great prices, AWFUL pick up process! It took almost two hours for them to get the order together that we purchased yesterday, which cost extra money on the truck we had to rent by the hour to get the tile home. Very aggravated. read more

I'm not even sure where to start with the complete lack of competence shown the Colonial Dr., store in Orlando Florida. When my order came in I visited the store to make sure the contractor could pick everything up. I was told it was taken care of and he would have no problems. . Monday when I'm in the middle of a meeting at work I get a call that they wouldn't let him pick them up. After a long day and calls to the manager everything was taken care of and I was told there would be no more problems. The next day they wouldn't let the contactor pick up the items. So three days later we finally get everything taken care of and the contactor goes to pick up the flooring. Four hours later he is still there waiting while they are trying to locate my order. When I spoke with Michelle (a manager) two hours ago she said they would have his truck loaded and on his way in 10 min. That didn't happen. Then I called and spoke with Mike( also said he was a manager) who had no idea what was going on. So here I am four hours later, still no flooring and men sitting in my house waiting. Best of all try and get someone on the phone at the main office. You have to send an email in under 500 words. I've asked to be called so I will see what happens. What I can say is whether they call or not I will not be shopping at Floor and Décor every again. The slight savings is not worth the wait and headache. Shop local and remember you get what you pay for. Lesson learned. read more

HORRIBLE CUSTOMER SERVICE!!!! Waited 2 hours for 50 square feet of tile and I'm still empty handed. We figured we would buy grout at least and waited in line another 30 min. It was our turn and the cashier turned off her light and just walked away. No manager around...no apology...nothing. What a huge waste of time. read more

Horrible customer service. I purchased tile for my renovation. They had part in store and was assured the rest was en route at the pet of Miami. Months later it still hadn't arrived. Eventually they finally shipped from another store but most pieces arrived broken. I got the run around from nearly everyone I spoke to and the manager just rolled his eyes when I would inquire. Because I could wait no longer I retuned what I could only to have a cashier tell me that I never would have received my order because it was a special buy. That was never told to me- all parties assured me I could order what I needed and it would come. This place has the worst follow through, communication, and service. Yes it's cheaper, but it's not worth the hassle. read more

So this review is for Sandy in the design department of the store. We do not know what we would have done without her. We were building a custom home and both have difficulty with colors. We approached Sandy at her desk and she immediately began asking questions about what our wants and needs were. We hadn't even picked out granite or wall colors yet! We browsed the tile with her and decided on the look and texture and few colors that would match based on her recommendations. We bought tiles took them to the house, returned tiles, bought more, etc. I can't count how many times we were at the store making sure we got it just right. Sandy went well above the call of duty helping us. Well we figured out the floors, right? Ha! Sandy pulled out the paint chips and talk about being overwhelmed! Sandy helped us pair paint colors with tile to make sure everything would come together nicely. Sandy was patient, funny, and most of all focused on what we wanted our new home to look and feel like. We could NOT have done it without her. Everyone compliments on the colors, the flooring, etc and I always give credit where credit is due. If you ever need the slightest amount of help please see her! Sandy - Thanks so much as I said we couldn't have done it without you. We love our new home and appreciate the time and patience your delivered to make sure that happened! read more

So my wife and I decided to put down new flooring. We shopped around was was very disappointed that we couldn't find any deal and everywhere we went we got very bad service. We were told about Floor Decor from a person that does commercial flooring so we decided to stop by and check them out. The minute we walked in we were greeted and helped. I was so happy because I believe in great customer service. The guy that helped us showed us different things and gave us his good advice AND told us we can definitely do the work because we were getting the clicking planks. We got a credit card through them with 18 months interest free. My wife brought home ab out 15 boxes and was able to start right away. The rest of the flooring was delivered in a few days. My wife said the delivery man was very nice and helpful, he even out the pallet in the garage. My wife had gotten a laminate cutter that was used (she wasn't aware that it was used). She took it back and they took it back no questioned as they even gave her a plank since the laminate cutter tore into one of our new ones. We were so happy with the cost and service! AND the best part is that we had around 16 boxes left, we took them back and saved over $900 bucks! woohohoooo! The cashier kept saying she was very impressed on how much we saved. The good thing about this place is that if you have any boxes left over you can easily return them AND again GREAT customer service, I recommend Everyone o check them out!!! read more

We also want to recognize Laura who along with Sandy helped us make the right choices for design. Didn't want to leave her outstanding service without a mention. read more

Advice saved our project and marital strife! My husband and I wondered through the store a little overwhelmed by the selection and infinite combinations..as we momentarily paused to regroup... we were approached by one of their design employees - Grady, who took us under his wing,and in no time we had our bathroom decor figured out, that my husband and I BOTH just adore. I didn't think I was possible - thank you Grady!! We'll be back when we tackle our kitchen read more

Seriously, very unprofessional customer service issues, called in and spoke to tile rep, gave the rep my item number, they verified that their were 6 tiles left, told rep, send the six to customer service and hold them for me, after driving for 40 minutes no one knew anything, their answer, we have 6 in stock but we can not find them, seriously, go to the lakeland location...100% better treatment read more

We are looking to install laminate flooring in 3 bedrooms and an office. We made a visit to Floors & Decor on 50 and found a product we liked called Brazilain Tigerwood.(http://www.flooranddecoroutlets.com/s44007215.html) On the box we found the name Eco Forest and did some research to find out about the warranty of the product as all the box states is it's a Lifetime warranty. Very little was found on Eco Forest. I went to the Floors and Decor website (www.flooranddecoroutlets.com) and started a live chat with (Reggie). below is the chat session: Chat Content: Reggie: [3:51:52 PM] Thank you for visting Floor and Decor Outlets of America. How may I help you today? Guest: [3:52:39 PM] can you tell me or poingt me to a link where I can read the warranty on the Eco Forest Brazilian Tigerwood laminate? Reggie: [3:55:50 PM] http://www.armstrong.com/pdbupimages/190491.pdf Guest: [3:58:05 PM] this is not an Armstrong product Reggie: [3:59:00 PM] yes it is Guest: [3:59:32 PM] can you show me the Armstrong page where they have this product listed? Reggie: [4:00:17 PM] our straight manufacture to company product, so there would not be one Guest: [4:02:13 PM] I should be able to call Armstrong and see if this is their product then Right? Reggie: [4:03:24 PM] Unless you are a saler Guest: [4:04:09 PM] I am confused, are you saying they make this product for Floor & Decor Reggie: [4:04:19 PM] Correct Guest: [4:04:45 PM] and sold under Eco Forest without any info about being an Armstrong product? Reggie: [4:05:23 PM] on boxes themselves yes, on any website I am not certain Guest: [4:07:35 PM] what is the model number [4:07:38 PM] of that Reggie: [4:07:55 PM] S44007215 Guest: [4:09:09 PM] what is the armstrong model number Reggie: [4:09:26 PM] that I do not have or can give Guest: [4:10:12 PM] Ok just gotr off the phone with Armstrong [4:10:18 PM] they DO NOT make this product [4:10:41 PM] if they DID the model number would begin with a L or a 7 [4:10:57 PM] they DO NOT mfg a product for Floors & Decor [4:11:09 PM] if they did they still would have their model number Reggie: [4:11:24 PM] okay Guest: [4:11:39 PM] in fact the guy Eric states he has never heard of Eco Forest [4:11:51 PM] So back to my original question [4:12:27 PM] can you or do you have the mfg or warranty info for Eco Forest Brazilian Tigerwood Reggie: [4:12:40 PM] gave it do already [4:12:52 PM] sorry you already Guest: [4:12:56 PM] But it is not correct? [4:13:10 PM] it is NOT an Armstrong product Reggie: [4:13:33 PM] If you say so Guest: [4:14:00 PM] nice answer [4:14:12 PM] will forward chat session to Armstrong Reggie: [4:15:09 PM] you have a good day During the chat I did place a call to Armstong at 1-800-233-3823 and talked to Eric. I asked him about the product and if they sell it as I was not able to locate it on their web site. Eric stated he needed a model number and I used what Reggie provided me and on the floors and Decor website "S44007215" Eric came back and said he needed the Armstrong model number as this is not one. I suggested Reggie told me it was made just for them as stated above. Eric let me know that no matter who they make a product for whether Home Depot, Lowes or Floors & Decor they will still have their model number listed. Eric assured me they DO NOT sell this product. Which leads me to nelive Floors and Decor is very misleading in what they sell. Would Stay away from them read more

Today I was selecting tile for my bathroom remodel. I needed assistance and Ryan came over to help. Initially i thought he could answer a quick question but he was so helpful and knowledgeable about the products he ended up assisting us for the entire project. I have remodeled bathrooms in the past and it I usually is a LONG process to make sure everything you pick will work cohesively in the room. Having Ryan's assistance today made the process so much easier and I truly appreciate him staying with us for the entire process to add his experience with different tiles and knowledge of all the products. With his assistance I was able to select all my materials in an hour! If you ever need help in this store I would definitely ask for Ryan. read more

There's a guy named Grady here who really knows his stuff. We're in the process of remodeling a very large home in Windermere and drive all of the way to the store, primarily to get Grady's advice. I'd recommend him for projects at nearly any price point. Not only colors and materials, he has a sense of space and dimension. Note that my first encounter with him started by him telling me that my ideas and selections were "wrong". Ha! Not my favorite first impression, but he was right and continued to be right with all of the advice he gave after that. Selections were fine and prices were fair - would've gotten a 3-star review. Grady gets a 5-star, so it averages out to a 4-star for me. read more

Stacey was amazing. My husband and I went to Floor and Decor this past Saturday for just tile trim. However, after meeting Stacey, we walked out of the store over $5K in debt. Now that is a good salesperson. Seriously... I needed to change my bathroom tile selections. Stacey took the panic out of having to make a change and had me in and out of the store in an hour. I appreciate your guidance, help and efficiency, Stacey. read more

Went in a couple weeks ago to pick out some tiles for 3 bedrooms in my home and Vianca did such an amazing job! She has such great taste, and I would have been completely overwhelmed if I didn't get help. I will definitely go back for any future projects! read more

I like the selection but when I bought a condo from abroad which needed remdeling, I chose a tile (black) via the website and since it was new and there was no decription, thus I called and was told that the tile was glossy. Great I thought, bought it and had my handyman put it in. When I saw my kitchen for the first time I almost had a hard attack. This tile is not glossy, in fact it looks like it is always dusty and therfore dirty. I hate it. Don't have the money to replace it, will also be a big mess. What concerns me most is that my not so good review was deleted twice. So if Floor and Decor deletes all bad reviews, how can anyone purchase a product there in good faith? At least they should be honest. read more

These folks are nicest! They will help you figure out any project and you can't beat the prices.

Great customer service, Gerald was amazing he basically designed my guest bathroom for me. His patience with me was outstanding, I was quite indecisive at times but he worked around that. Also, I believe this guy name is Gary near the grout and thin set area. He too was outstanding. Great job to the entire staff and management team. read more

I went into the store and loved Vianca's energy! She helped me pick out the perfect decorative piece to go on my kitchen back splash!

8/30/2017 On the phone with the THIRD manager regarding my issue. I walked into this store on 7/20/2017 and bought laminate, underlayment, reducers and stair noses, a total cost of more than 5K. Delivered to my home was the laminate and the underlayment as the other two items were on order from the manufacturer. The laminate was defective. In every box that we opened two or three pieces were broken. Furthermore they were uneven when the :good" ones were put together. I called and explained the issue and was advised to bring back at lease two boxes to SHOW the defect. Well, I did and I had to bring the installer with me and pay him for his time to explain this to them. After talking to SEVERAL of them including a manger who was there at the time they agreed to return it. One of them said I HAD TO PAY FOR IT TO BRING IT BACK. I could not believe it!! Anyway they returned it but did not charge for delivering it back to their store. My big mistake was that I went ahead and bought another type of laminate ($1500 more) and then they ordered T-molding and stair nose that up to this minute were not delivered. MORE THAN 30 days and ALL the excuses that might imagine were given to me. One manger said to me last Friday (8/25/2017) that they will OVERNIGHT the delivery and I will definitely get it, guess when, on Wednesday (8/30/2017). That is why I'm holding for them now to see what's happening. A nightmare I'm living. All my mistake is that I decide to buy from them. NEVER AGAIN. Oh, I almost forgot that they did not cancel the first order (remember the t-molding and stair nose that was ordered with the defective merchandise they DID NOT CANCEL) so I got a call to come pick my order. I went picked it up came back and it was the wrong THING!! Yes my mistake how come I did not check it there...Took another trip to the store to return the reducers AND still waiting for the NEW order. Will update as soon as I hear from this manager I'm talking with now!!!!! read more

Sure the prices are good, but if it takes you 3 days to actually purchase the flooring and 4 hours spent on hold with customer service representatives and a terrible experience when you finally get someone on the phone. Then is it really worth it??? I couldn't get to the store to purchase the flooring because I was working crazy hours, I attempted to purchase online and there was a problem with their website, so I couldn't. I attempted to call the store to purchase the wood and was told that was not allowed and I needed to call a special number. I did, and I waited for 30 minutes online to buy before I had to go back to work. I tried the next day and waited for 15 minutes and then was told to leave a call back number. I did and when I finally got a call back I was on the phone for 45 minutes and told after I purchased the wood that someone else was not allowed to pick it up for me. THIS place was a joke! read more

Kaitlin and Miranda went above and beyond to help find an item from another store when there was only one left at this location. Then when I saw another item that I preferred which also had low stock, were very helpful in finding that item, too! They were friendly, knowledgeable, and patient, and also shared in my joy when I finally decided on which product to take. Overall, I had a terrific experience. read more

Best customer service ever!!! NATO at the pro desk is the best. Great attention to detail, quick, intuitive and friendly on top of all that! Helped me navigate the process and made sure my special order was accurate and then stayed late to process the paper work. read more

Nice selection of products but horrendous customer service. Because they put in the wrong amount when ordering my flooring, and I didn't know that until the installer started to install, I had to wait two months before the remainder of the product came in ... In the meantime, my stairs were ripped up for 2 months ... read more

Let me start by saying I never write reviews but this is a terrible store. My wife went into the store to pick out 6 different samples of the wood tile. We finally decided on one sample. I called the store and I needed 1800 square feet. They told me that I would need to call the 1-800 number to order that amount of tile. I called the number read the SKU number on the side of the tile to customer service rep. He was super helpful and they had to have the tile transferred form one store to the Orlando store. I paid for the tile including a $359 transfer fee. I went back to the Orlando store to return my other samples and the lady at the return desk was very helpful and said that what I was returning was Anticho Pecan. I told her that per our receipt and the SKU number on the tile we got from the Orlando store we thought we were buying anticho pecan. She looked at the tile and said that someone must have put the wrong SKU on the tile we wanted and that we had ordered the wrong tile. The tile we wanted was Fulham red. The anticho pecan was $1.15 per sq ft , but was told the Fulham red was $1.99 per sq foot. I finally go the manager to come to the front to talk to me and he said the best he could do was to decrease the Fulham red to $1.89 sq foot. I told him that it was his store that put the wrong SKU on the tile and he said " I don't know that we put that SKU on that tile". He was implying that I had switched the SKU to lower the price. I told him that it was his store that made the mistake and that they should just discount the tile and I would be happy. He told me that he wasn't going to change the price and thats all he would do. I returned all my erronous purchase and will never use this store again. Nothing like being called a liar by the manager in the store when it was there mistake. He never apologized and would not own up to make their mistake. Stay away from this store! read more

My husband and I are building a new home so we have a lot of tile to buy. We went to the store with some Pinterest ideas but then we had the good fortune to meet Grady! We didn't even know Floor & Decor offers design services so we were lucky to have met him on the floor. He asked us many questions, took our ideas and pointed us in the right direction to making our home unified and classy. He not only saved us money but put the WOW factor into the design. When we went to check out, he stayed with us and guided the checkout person all the way through the transaction. And she was great too...we spent over $5K on tile so she checked and double checked herself that everything was entered correctly. Grady is a great employee and designer!!!! We can't wait to see the finished product of his design!! read more

Laura F. and Sandy K. are design consultants at this Orlando Floor and Decor, and I am extremely grateful for their patience and extraordinary help today. I had made an appointment, but it turns out I really should have gotten an appointment with a different department. When they saw I could not get a last minute appointment with the other department, they pleasantly set out to help me themselves. I knew pretty much what I wanted, but my order was complicated. For about an hour and a half, they (especially Laura, as Sandy eventually had to go help another customer) worked on the order, found samples, offered suggestions, etc. It's interesting to contrast this experience with a high end Winter Park tile store I had intended to use, but when they made it clear they did not want to spend any more time in person on my order ( I had spent less than an hour with them, and the order was over $12 K), I saw the red flag and decided to go to Floor and Decor, where the experience was very pleasant, my order is done, I love my choices, and my total is half what the unhelpful store charged. I am so glad the other store forced me to look elsewhere! Thank you, Laura and Sandy! I hope F&D really appreciates both of you. read more

#flooranddecororlando Chris, one of the loaders, was extremely helpful when my mom and I came into the store for bathroom and shower tile. He was very friendly and helped us through the entire process. The store itself was easy to navigate and the staff seemed friendly and helpfu read more

When I called, I explicitly stated that my bathroom was about 50 square feet. The agent on the phone said that she could only quote jobs that were over 250 square feet, so I would have to make an appointment to have a custom quote done. I took time off from work to meet with the contractor, who took the measurements and said that he would have a quote to me that evening. Two days later, still nothing was received from the contractor, so I called to follow up. Someone from the office called me back to tell me that they only do jobs over 250 square feet, and that my 50 square foot job would be over $1000 to compete, so they didn't even bother sending me a quote. Everyone on this dropped the ball big time, so I'm taking my tile business to another company, and not buying the tile from Floor N Decor, and I will be letting the store know why they are losing my business, and why I'm taking to social media to tell EVERYONE I can what happened. read more

The customer service I received from employee, Grady James, at Floor & Décor was superb! I was remodeling my kitchen and needed a backsplash design to really make it pop! I wasn't familiar with the "rules" of designing and was told by other employees at local hardware stores, "It's personal preference, just pick what you like." I was really frustrated by the time I went to Floor & Décor. I was walking around and Grady asked if I needed help. I told him my problem and showed him a sample of my countertops and cabinets. He explained the guidelines of decorating (busy countertops and busy backsplash will clash, etc) and put together a great design. He even explained the process of the tile application and suggested alternative design products to save me money. With his expertise, my kitchen looks AWESOME! I recommend anyone who needs some creative design flair to visit Floor & Décor and specifically ask for Grady James - You can Thank me later :) read more

Awful customer service. Everytime I called I was put on hold for so long that I hung up and called again. When I called again someone would answer and I wasn't put on hold again so apparently they forgot I was on hold the first time. I talked with the warehouse about my order coming in, I was told it would only take 7-10 days and it had been 2 weeks. They informed me that it still had not come in and wasn't even shipped yet. I had already hired a person to put the flooring in and I had to keep rearranging my appointment due to the fact that the shipment hadn't even come in. Then I asked to talk to the manager and after the manager checked she said that it was indeed in. I asked why I was told it wasn't and she said that her employee had read the screen wrong. Mind you I had called several days in a row. Did her employee read the screen wrong every single time? Apparently it had been in for a while too. Definitely tired of talking to them. Would not recommend. Ever. read more

I have been to floor and decor multiple times but always left frustrated.Too much for my little brain to wrap around. I thought I'd try again one more time. I've been in every tile store in Orlando at least twice . I needed HELP . So I'm looking around , in circles as usual and I came upon James Brady as he was helping another customer actually putting a collage of tiles together . He was incredible loved his ideas immediately but he was very busy helping people . I decided I am not leaving this place until I get some ideas from this guy , I didn't care how long I had to wait .i almost had to tackle him before he helped yet another customer. Bottom line within an hour James Brady put together tiles for my master bathroom , my exact taste , clean, modern . I love what he put together and so does everyone else. I can finally remodel my bathroom . I'm amazed he's not an interior decorator . James has an incredible talent , cant say enough , I appreciate sooo much what he did for me. SO PEOPLE IF YOUR FRUSTRATED AND NEED HELP JAMES BRADY IS YOUR PERSON. I will be back to see James again , another bathroom ,oh no. He's my decorating hero!!!! The five stars are because of you . read more