I was lied to by customer service and my order was never placed to be delivered at the store. Waited 1 month to find out the floors I picked out were not coming. Its like playing Russian roulette with these guys...they said 5-10 days!! Lol I guess they know jokes. It's was a SMALL order too. Got my money back. read more

The customer service at this location is superior. I live in Fremont but purchased flooring during the Pandemic from the Rocklin store. That was a great experience but more recently I called to purchase additional boxes of flooring which was out of stock in Milpitas. Unfortunately I was told it was discontinued and there was only two stores in the US that had it in stock. We had water damage to our home and needed the product to replace damaged areas. I was lucky enough to speak to Sebastian Wright of the Rocklin location. He was helpful, knowledgeable, courteous and really went the extra mile to make finding this flooring easier for me. He actually placed the order from his end and gave me a number to call for payment. Voila! I thought ordering flooring was going to be a nightmare from a location in Florida! Not so with Sebastian handling the details. This gentleman should be given a pat on the back. So glad I was lucky enough to talk to him. Thank you Floor and Decor for hiring him and being smart enough to put him up front to speak with your customers on the phone. Jill Hoffmann read more

Floor & Decor staff have always welcomed me with professional, courteous, and genuine customer service. Overwhelmed by tile selection and great pricing, I found myself having a difficult time making a decision for our new kitchen backsplash until Danielle got involved! Her product knowledge, design expertise, and advice made what was previously a stressful experience a MUCH more enjoyable one. When I returned to make a purchase and asked for her specifically, she remembered me and the particulars of my project which made me feel less like a customer and more like my kitchen design mattered to her as well. SO grateful to her and to the others I've met at Floor & Decor, and will continue to bring them my business over the years. read more

Service here is real terrible of that good ...... Waited for a long time while workers just chatted away I went back again and the service was the total opposite.... absolutely awesome.... I will try again and if still good will change to 5 stars read more

Came in to get a look at their variety thinking Home Depot would be cheaper... But the customer service from Frank, and the prices were lower than Home Depot for what I was looking for. So wow, just impressive! read more

I would like to recognize Mark Haggard for his exemplary customer service. Not only was Mark pleasant, polite and patient he took the time to explain all the different types of flooring including what they were made of and the differences between each type and where the flooring would best be suitable. When I first walked into Floors & Decor I was intimidated and overwhelmed by the different types of flooring and Mark made my floor shopping experience stress free because of his knowledg. Mark is a real asset to Floors & Decor. I'm excited to get my new floors installed. Thank you again Mark! read more

Michael (can't remember last name, Lin maybe?)was extremely knowledgeable and personable. I came to this store to explore options for flooring and wall covering for my fireplace. He came up while I was playing with the flooring padding display. His enthusiasm and product knowledge sets this store apart from big brand stores like HD or Lowe's. Above all, he was transparent. He provided pure knowledge while not attempting to make a sale. We will definitely consider making our next purchase there. Please open a store in the Bay Area soon! read more

I applied for the Floor and Decor credit card online. My wife does is retired and I did not enter income for her. I received an email that said to wait two weeks to hear back. After two weeks I heard nothing - no mail, no email, no phone calls. I called and was told that since I had not filled in that field I was refused credit and would need to wait days. The contractor is already lined up. If you think you are going to use the Floor and Decor credit think again. You are totally a number and there is NO communication. They will leave you in the dark. Floor & Decor is very bad. read more

Montel went out of his way to help us with a piece of molding. He was very friendly and is an asset to your company

We came here to browse for flooring for our new home and left feeling good about knowing where we will be purchasing our material. As we walked in, we were greeted with a friendly hello and an automatic "is there a certain item I can direct you to?" We asked for bamboo flooring and vinyl/laminate flooring. While looking at all the samples, I was tinkering with the flooring on assembling them together. One of the employees (Michael) approached us and asked us if we had any questions. That's when I bombarded him with every single question I could come up with about flooring from padding, floating or glue, water proof and everything else. Michael took the time to answer every question throughly without breaking a sweat. He showed us the difference between all the types of flooring as well as the different brands which showed he was very knowledgeable on all the items they carried. My girlfriend and I couldn't decide on a specific style or type so we got full size samples of the ones we liked to see if it flows with the house ($5.00 a piece but you can return them for a full refund) which was really cool. As you know, you can't do that with the other major big retail stores. Michael even showed us material to upgrade the kitchens and bathrooms as well. We tinkered around with the tiles on the "imagination station" where you can put together anything and it will give you an idea of how your idea would look. All in all, we spent about two hours there just full of questions and got the answers we needed. Thanks Michael. Also, Wayback burger was really good. Thanks also for that suggestion. read more

I really wish I could give this place more than 1 star... but bad service definitely outweighs variety of product. Floor and Decor definitely has way more options than Lowe's and Home Depot and their prices are good too. But make sure if you are buying here you know exactly what you need and double check their math cause the three different associates That helped me didn't get it right. I walked in with a printed out checklist of what my contractor needs to install our floors including the amount. As I sit here in my garage looking at the material why am I 100 sq ft short of the tiles and missing 800 sq ft of one of the listed items?!? I should have double checked that they rang me up for everything I needed but when you spend 2.5 hours with 3 different "expert" associates one would assume at least one of them Know what they are doing. Why did it suck 2.5h of my life? 1. Because Maria, the first "expert" associate apparently didn't know how to read the order form. I say this because she got my order ALL WRONG and when she was entering my information into the computer she had to ask me my phone number 3x... a number that was listed on the order sheet I handed her and pointed out but she still insisted I tell her over and over again. 2. Maria also told me if I decided to have the buckets of grout delivered it would be $75 for every 1lb bucket to be delivered. Ummm what?!? You guys are charging me $375 to deliver the tile but won't include 6lbs of grout in that delivery?!! WTF!! 3. Because it would cost me $450 EXTRA to deliver 6lbs of grout I opted to carry these out that day. So she rang me up for 6 buckets that she said they had plenty of stock of... when I go to grab it. There's not enough on the shelf. So two more associates come to help me... they look at the empty shelf BLANKLY and say "we're out" no shit? I could have told you that!! go to the back and check if there's more- your database says you have a pallet instock... nope. I didn't catch the guys name but he said "the supplier sometimes shorts us" Wow Floor & Decor is ok with being shorted pallets of material on delivery frequently?!? That's not a problem?!? 4. The next associate that helped me was nice enough to include the grout in the shipment but had to return my purchase and recharge everything again. Needless to say what I thought would be a quick in and out purchase took waaaaaaaaayy too long AND THEIR SO CALLED EXPERTS didn't even get a clear checklist of materials right. sadly my husband and I have to return to pick up more tile and the mortar that they missed. Oh and on my way out I found the additional grout in the color i needed in a different location in the store!! LAZY EMPLOYEES!!! Last comment-it wasn't just me... the customer that was patiently waiting to be helped after me also had some pretty shitty service. The associates at Floor & Decor should not be called experts just because they work there. And when asked to help locate product they shouldn't just stare at the empty shelf and say we're out. Put in some effort!!! Lowe's does a much better job with providing knowledge, expertise and customer service. If they carried my tile I would go to them and never return to Floor and Decor again. read more

After a long search for the right flooring for our rooms and hallway, we found AquaGaurd 12mm engineered water resistant board. Purchased $1,700 worth of flooring. Asked what the best way to cut flooring. Cashier and employee both advised a board cutter. Purchased their $150 board cutter and it mutilated the boards, chipping the edge of the cut so much it would not be covered by the quarter round trim. Switched to a skill saw and a new finish blade is for clean cuts to finish my job. Attempted to return the cutter and was denied. Manager just said no and basically it was my loss even though his employees advised to use the cutter over a skill or chop saw. Could have purchased a new Ryobi Compound Mitter saw from home improvement store down the street for $139. For a specialty flooring store, they should provide better advice for the weekend DIYer. Sucks when the 10% waste you build into your project is to account for bad advice by specialty flooring store employees and the manager Roque. My expectations would have been met even if I would have just gotten a store credit. How easy they discounted me as a customer. How disappointing. read more

I visited this location today and was shocked to find so many employees not willing to do the bare minimum to support health and safety and wear a mask appropriately. The ladies at the cash register were good, but every other employee I saw on the floor had their mask under their nose or under their chin. As someone who is immunocompromised and has only been out a few times in the last year, I was incredibly frustrated. I went in there to spend thousands on tile and wood floors that we had all picked out. I will be starting over and spending my money elsewhere! read more

The most amazing selection of tile! They have everything that you could ever think of! My husband and I were looking to get all our flooring redone and managed to get it all from floor & decor! JAMES was SO helpful and helped us get all those heavy tiles in and out of our Car! Thank you James!!! read more

I am getting ready to redo my kitchen and put new floors in my house. Floor & Decor has a wonderful selection and great prices. I picked out a gray laminate that is water resistant and a beautiful Carrera marble subway tile for the backsplash in my kitchen. Now for the demo. read more

Great store. Lots of inventory for every budget and project you may have. You may feel a bit overwhelmed and want to go to a big box store, but you will miss out. Every employee we have met has been courteous and knowledgeable. No high pressure tactics to make a purchase on the spot. They seem to understand how big of a decision you are making. read more

Just purchased 1,350 sq ft of tile and 45 sq ft of back splash. Every time we've been here, everyone has been so helpful and knowledgeable. It has made this whole remodeling process so much easier for us! Their selection and prices can't be beat. The only disappointment was their selection on granite and ledgestone. I certainly wish there was more to choose from so we didn't have to go to another two stores to get each of those. read more

2nd poor experience! The clerk could hardly have a conversation and the "manager" that did the override was moaning about his back. Sorry you had to the override. Honestly keep the money. It is not worth listening to your staff be so disgruntled. read more

I don't know how I could have missed the fun of shopping here before last week. I pulled into the parking lot on Friday for a quick look-around and stayed for over 2 hours imagining our soon to be remodeled kitchen & baths in so many ways. While there I was so impressed by the friendliness of the staff and was helped tremendously by an employee named Kailie (sp?). She answered my questions, made some great suggestions and showed me to areas I wouldn't have thought to look on my own. She should be in the running for employee of the month or year, not just week! What a treat that afternoon was for me. I felt like I was in fixer-upper heaven from the minute I walked in until the minute I walked out with lots of samples in hand. I can't wait to return. read more

We found the perfect vinyl laminate flooring. Cynthia was absolutely the best in helping us find what we needed. She was tireless in her pursuit of tracking down all the pieces we needed for our project - literally running around the store gathering up the items! Thank you! read more

Huge selection, very good prices and helpful, but not in your face sales associates. But the best part about this store is the loading area crew. They were very attentive, professional and accommodating. I picked up over 70 boxes of hardwood flooring (which turned out excellent) over several days, each crew loaded the boxes for me, and were quick. I observed a very coordinated and safe operation of the forklift drivers as the drivers and assistants with the flag followed all safety regulations. Great job crew, you are the unsung heroes behind the scenes. Each of you deserve a raise! Tim read more

A couple days I drove a distance to try and find the perfect tile for my new kitchen counter. Someone recommended Floor & Decor so off I went, a little nervous because I know absolutely nothing about tile and had a couple disappointing experiences in several other tile stores. To my amazement the employees were extremely helpful, especially Nick and Lee. No matter what I asked they had the answers, had smiles on their faces, and acted like I was a very special customer. I even interrupted one from a task he was performing and he instantly provided me with helpful information and showed me where to find a specific tile. I have been in at least four other tile stores and I will absolutely go back to this store because of the extensive inventory and extraordinary customer service. Thank you. read more

Danielle helped us pick out tile for our shower and bathroom floor. We had been several places looking and there were so many choices that we kept changing our minds on what we wanted. She helped us pin down exactly what we needed and gave plenty of suggestions without being pushy or high pressure. We appreciated they way she listened to what we wanted and her eye for design. Definitely recommend coming here....so many choices and excellent pricing. read more

This store is fabulous. The staff is so helpful. Marie during my first visit and Tyler who both took their time and were so helpful to me. :) Thank you! read more

Selection is excellent. Customer service was beyond satisfactory. Service was quick. Employee Michael made our visit easy. He was there through the whole process to answer questions, loaded all material into the cart then brought it all out front while I paid and loaded it into my vehicle . He was courteous, professional and friendly. We highly recommend this store. read more

Highly recommend this place to anyone looking for flooring and bathroom options. And Becka was so amazing helping me every step of the way to get exactly what I needed. read more

Very poor customer service. I found the backsplash I had been looking for and the sales person stated there was plenty of what I was looking for, however he couldn't find it. He told me he would keep looking and let me know when he found it. I was called the following day and was told the product found was not usable material. When asked how long it would take to get more because I needed it asap I was told I would be called back that day with that info. I never was. read more

Nate helped me pick out tile and estimated the amount of trim I needed. He was so helpful! I needed the tile today and no other place in town has their selection in stock. read more

I want to give a huge shout out to Tyler. He was so helpful from start to finish in helping us pick the tile for our master bathroom. He showed us the different titles, explained about different grout colors and made sure we left with everything we needed to complete the project. Prices and selections are very competitive but Without Tyler's help I do not know if we would of purchased our title there. We are very happy he assisted us. read more

Roque, the tile manager, is amazing. He is so patient and knowledgeable. The store selection is great and prices are reasonable. All staff are friendly and helpful. They offer free classes on a Saturdays and free design consultation. Definitely check this place out if you are doing a bathroom or kitchen remodel. read more

I had been looking at their website, and had my eye on some travertine tile to redo the dated brick in my condo around the fireplace. Their website was very effective in getting me to visit, as they would show and prompt me, "We have x amount of this at our Rocklin location." After seeing that for at least a handful of times, it sunk in, and as I happened to be going out that way, I remembered their prompts about the tile AND the location, and thought it would be a good time to look at the product directly. Travertine being travertine, there is a lot of variance in patterns and even color, so this visit would be best to hand select the pieces so they were all of a the same 'genre'. For anyone wanting a lesson in what customer service SHOULD be, this is the place to stop! My service dog and I were both warmly greeted upon walking in. I was impressed how neat and clean the store was; you could have eaten off that floor!! The young fella that helped me the first time we went in (to buy a couple of tile to see how it looked at home), guided us right to where the product I described to him was. I liked the way their displays were arranged and organized. I think it would be helpful for and even stimulated some of the other projects I would like to tackle in the future. As the tile looked great we came back the next day. This particular product was on clearance, and VERY reasonably priced. And what about the staff??? To a person, warm, VERY PROFESSIONAL, and friendly! I was impressed just how much polish and maturity these young folks showed! I had planned to do this two weeks ago when I visited, so sadly I have forgotten the names of everybody that came up to me and Bullitt to make sure we were finding things ok. Their manner was perfect and Bullitt liked everyone he got to meet, which is saying something, as that is part of his role for me. The girls up at the checkouts even had some treats for him! I don't think I can be effusive enough here when I try to tell you just how great an experience we had. It took me some time to find 46 pieces that were in the same 'genre', but between coming up to see how I was doing and visit with us. It was hard to believe we were there as long as we were. Honestly, the only way this experience could have been better is if they gave me the tile free of charge! I will definitely be a repeat customer!! read more

***Update*** since I'm hardly on the yelp app I missed that I had been messaged by the company with an apology and requesting my contact info.i responded and I was told that a store manager would be calling the following day to discuss my dissatisfaction. It's been 4 days since I was supposed to be contacted by phone and I still haven't heard anything. Professionalism and customer service are still lacking. I know it's just flooring but c'mon, if you say something is gonna happen stand by it. I'm sure if/when I am contacted it won't resolve anything as since they neglected to assist when I called the store directly months ago expressing my frustration, nothing was offered. Currently I have put that flooring project on hold... most likely I will be going elsewhere for the tile when the time comes. I was initially very impressed by this place. Vast selection especially compared to home depot or lowes. I checked out their website and found some tiles that looked like they might work for our kitchen update, went to the store to see them in person and potentially buy them. Of course one of the tiles I liked was sold out in store but was told it could be ordered, I asked about their return policy as ordering it just by looking online is not the best. I really wanted to see it before committing, its hard to see texture and the true color on a screen. I found that returning would be iffy as they can't return small quantiites. Well one of the super helpful associates found the exact same tile in a 6x6 so we could see it color texture and all. I was so impressed that she new the product well enough to be able to show us the smaller size right off the bat! Awesome! I really liked it in person and she said we could buy the sample along with the other tiles and return the ones we didn't need. As luck would have it the tile that matched best with the carpet/other tile in the house was the clearance one from the website. The tile was a steal at under $110 total cost for our kitchen. Then came the huge surprise, $540 for shipping. I was shocked. This is the shipping fee for in store pick up. I thought there must be a typo as that is literally 5x the cost of the tile. I called the 1-800 number to reach a woman who basically said "tile is heavy" "they don't have their own shipping company and have to use 3rd party shippers". pretty much silent when I questioned if there was something else they could do. Nope. Apparently just sucks to be me that I loved a tile not available at my local store. She didn't even offer to check and see where I lived or what tile it was or if there was something close in color. I am even more so irritated because when I was in the store initially they never once said "hey it's gonna be like super duper expensive to buy this tile and have it shipped, don't even look at it". I expressed I was on a budget when I was in store and they never once informed me that there were shipping costs for in store pick up. I called them after the failure online and was informed apologetically that yep there was an outrageous shipping fee as it was shipping from the east cost, nope they couldn't do anything about it and basically I had to start from scratch. He said he was a manager, he showed me a "similar" tile online, which was also $1 more a square foot. No "hey I am sorry for the runaround, let me help you find something and get you XX discount for your troubles, we value you as a customer". NOTHING. Lesson learned. If you want something make sure it is in stock in store or be ready to waste your wallet on shipping. read more

Purchased 77 porcelain tile for a bath remodel. Very excited as the tile was beautiful. My contractor got 25 tiles up. As he was going through the tiles to be installed, he noticed scratches. This is normally nothing to be alarmed at. It's usually one or two tiles and nothing more. Unfortunately out of the 52 tiles left to be installed, about 7 tiles had no scratches. The rest were not usable as they were scratched. We called Cole and he was very nice to allow us to return the tiles for a full refund. We were so impressed we purchased the replacement tile at Floor and Decor. Before the return, Cole had gone through some of the cases to see if we could get good tiles to finish our job. Unfortunately, as Cole stated, the tile was defective with scratches and the pallets had to be returned to the manufacturer. I had to return a couple days later for more supplies. When I walked by the pallets where our original tiles were, all of the returned tiles from us were back on the pallet. For sale. They still had the pencil marks that circled the scratches on each tile. I could not believe my eyes so I looked very close. It was all 52 tiles with scratches and my pencil marks circling the scratches, waiting for some other poor mutt to buy them. I was lied too since none of the tile was returned to the manufacturer as Floor and Decor had stated it was going to be. This also upset me because I had to pay over 800 dollars to have the first 25 tiles removed and the walls redone to prepare for new tile. Floor and Decor did not pay for that. I would not recommend them at all. And after seeing the scratched tile back on the floor for sale, I wish I had not purchased the replacement tiles from them. I called the corporate office and they were not to concerned. I also went in the Floor and Decor web site to fill out a comment. That was a joke. 500 characters to make a comment. They obviously do not look for feedback whether good or bad. I typed what little information I could and moved on. Again, I would not recommend this place. read more

It is an excellent place with great customer service. We are completely remodeling our house and were introduced to this super huge store by our contractors. For the last four months Floor Decor became like our second home. All our marble, accent tile, porcelain tile, laminate, vessel sinks were bought from there. The prices, the varieties, the quality, the customer support, are outstanding. We were weekly there, some day after day and made many new friends with each visit. All, from every associate to managers offered help and advice so much needed. With much gratitude we want to mention that from the beginning we were help endlessly by Nick Q. Always very kind, Nick with huge patient and knowledge helped us from Calacatta marble to laminate, to accent tile, to patio tile choices. Any of our questions were answered by Nick and he provided every time great customer service as we needed. So pleasant, personable, never in a rush and made us understand well the materials, colors, sizes and for each of them the return policy. We had only good surprises and witnessed day by day how our house transformed into a new beautiful updated and elegant home. Thank you so much Nick Q. Thank you so much Floor & Decor. You made our bathrooms, our rooms, our patio, all our house a place to remember every one of you and your excellence. Sincerely and very happy customers , Don and Gina Johnson read more

We were referred to Floor and Decor by our tile contractor who has been here many time. We made the 1.5 hour trip up from Walnut Creek to have a look. We were totally blown away. This place is huge and has tons of tiles to chose from. We were greeted by Nate when we walked through the door and he asked if there was anything he could help with. He tracked us down about 15 mins later to see how we were doing and we went room by room with him and designed all of the bathrooms as well as wood plank flooring with him. He helped us for almost 2 hours! Thank you so much for your help and expert opinions with our purchase! Needless to say we spent almost $12,000 in tile and flooring last week. The delivery service (Brad's delivery service) they have was awesome as well. He was right on time and reasonably prices for a 180 mile round trip delivery. We will be coming back up for sure! read more

Ok so I just want to say the guy Mark at floor and Decor is amazing it started off in the beginning of the year that I wanted to get our floors done when we first went into floor and decor to get floors for our daughter room and we got them 8 boxes and that was the first time we met Mark at floor &decor and he was awesome helping us get the floor we wanted everything. Well with everything going on in the world right now plans have change my daughter no longer needed to do her room floors and I have decided I wanted to get my whole downstairs new floors so I was just going to use the ones I got for my daughter room we put a piece of it in our living room so we can see what it looks like for months and months then finely when it was time to go get the rest of the floor so I can do my whole downstairs which was 58 boxes make a long story short when we went back we saw Mark again and again he was awesome he is such a people person great personality and customer service knows what he is talking about so now though when he looks up the floors so we can get the rest cause we are ready to do the downstairs we can't get the floors they aren't coming up I was so upset I even went home and tried and it didn't happen well Mark again helped us and we picked out a different luxury vinyl and he found it I even went home tested it out to see if I liked it and it grew on me more and more well went back and exchange the 8 boxes I had and ended up getting this floor that Mark found and we got a great price on it too and they had it I was so happy! And I will say I am even more happy now because I absolutely love my floors so see the others ones weren't meant to be and I so happy cause I love these floors even better God always has a plan and Mark made it happen when my contractors came to pick up it was ready and everything was right they had no hassle at all. so if you ever need help with floors and even picking them out or any info on them Mark is your go to guy he is awesome and knows what he is talking about it! Thank you Mark and Floor & Decor you guys are amazing!! Totally telling everyone about you guys! Ask for Mark trust me you won't be disappointed! read more

Designer, Cynthia Sazuki, completely made our visit a fabulous success today! We're doing a bathroom remodel, and had the granite counter, but still needed flooring and tile for the tub. My husband can't match his t-shirt to his shorts, but has strong opinions. I am practically disabled when it comes to visualizing things. I have not enjoyed a single minute of planning this remodel, but Cynthia turned it around. She helped us to agree on a style and brought it all together so quickly and within our budget. We'll make sure to find her when we do the other two bathrooms! The selection is great, too. I didn't catch the name of the young woman who helped us get started when we first arrived with our deer-in-headlights expressions, but she was also great. Such a good experience! read more

After spending endless hours and literally tens of thousands of dollars in this store trying to extract some level of customer service, we just gave up. This store has great prices and a huge selection, but without a doubt no customer service ability whatsoever. The selections here allowed us to complete several projects in the area, but sadly their complete lack of customer service forced out decision to look elsewhere. read more

If I could give this place more than 5 stars, I would do it in a heartbeat. And it's only because of the Exceptional customer service I received from Maria Pena-Ramirez. I was very hesitant about going here to purchase my tile and flooring since friends and family recommended other places but man am I glad I decided to stop by! Maria found me items that another associate Shannon couldn't (and said it would have to be ordered from Milpitas and I'd have to pay shipping on top of the purchase price) so I was disappointed from the start. But while walking the isles I was stopped by Maria who asked if I needed help. I mentioned to her that what I needed wasn't in the store.... She asked if she could take a second look and lo and behold, she finds exactly what I needed, crawling in behind the shelves to reach in and grab my items. I was blown away at how much she went above and beyond, and how knowledgeable she is! I walked out of the store with $1k in purchases, buying other things I needed as well upon Maria's recommendation, and have another purchase on hold till next weekend. This girl needs to get promoted and I must say she's such an asset to this company. I appreciate you Maria. Thanks for ALL you did to help me out today. You Rock! read more

I'm in love with this place. I wished I known about this place before wasting my time at lowes and home Depo. This place has a interior designer whom was able to help me decide what colors I should go with my back splash to match my granite which I was happy with. read more