I was in this store last week and it was a very disappointing experience, there was no one around to answer my questions, when I got to the register the employees didn't seem to know how to operate it, and last, I've been trying to pick up my order for two days and no one answers the phone. How can these people stay in business? Terrible service. read more

I wish I can some how give this place less then a star worst customer service everyone that is currently working at this location has minimal to no experience in sales customer service or even helping lifting an item of the ground. Me and my wife waited 1 hour for someone to help us and after I made my purchase I waited almost 2 hours to get the cases pulled from the location in the warehouse. What a waste of time and day just to purchase tile. They are in need of real help or guidance from a manager or person that can motivate the employees to learn or appreciate the job... after all this I got the wrong tile and the wrong stuff read more

Joseph Harris was very helpful with selecting and making sure flooring product was available.

I have been buying tons of products from Floor and Decor. I have spend thousands of dollars at their stores, I will no longer be a customer. I purchased $2500 worth of tile for a vanity project in January, I tried returning unopened boxes worth $1100 . They tell me because of the 90 day window they can do nothing and I have to eat my money. They give me a number to call, I call the number which is not even affiliated with floor and decor, some call center in India. They tell me the same story and to write a letter. So basically jumping through hoops for nothing. I bet if I didn't pay for the items and stole them they would probly have given me store credit, horrible. Never coming back!! read more

We had a wonderful experience working with Mary. She is the design consultant here. When we arrived at the store we were so overwhelmed with all the selections and how to put it all together so that it looked good and still stay in our budget. We walked around looking at things aimlessly until we met Mary. I asked for her assistant and she was so professional and friendly. I was so happy she took us seriously and helped us with all our bathroom needs. She pointed out things I never even thought about. I appreciate her patience with us too because it was hard to decide on some things but she made us feel confident our choices were solid! Her help is so priceless because it saved us lots of money and a big headache from looking at other places. I would definitely go back and work with Mary. She is a gem. If you need help ask for Mary because her customer service was phenomenal. read more

My absolute favorite place for Tile!! So many beautiful and unique tile to choose from! Def recommend this place!!

they dont even know what they are selling... dont rely on seeing a pro knows about his stuff... waste of time and miles!!

Good variety to choose from and great hours... downside is that customer service completelh sucks. Been on multiple occasions and workers are absolutely, overtly annoyed that they have to help. read more

My husband and i came here on Saturday morning because we are in the process of removing the carpet in our home. At the entrance, there was a table for employees to get their temperature checked, a log book, and hand sanitizer and all the employees were wearing masks. As we walked in, i couldn't help but feel overwhelmed with everything. There is obviously a large amount of flooring and we walked in not knowing too much. Luckily, an employee offered his help. His name was Ygnacio and he had top notch customer service! We told him what we were doing/our vision and he walked us through the appropriate aisles, offered all his knowledge, and helped with comparing and picking out what we wanted. Unfortunately, the the store didn't have enough boxes of the vinyl we had chosen, but he directed us on how to do it online and we were able to order everything when we got home. We had a great experience at this store because of the amazing service we received from Ygnacio! read more

Ignacio helped me and was SUPER friendly and helpful. He helped me pick up tiles and grout. He went above and beyond and explained to me the benefits of opening up a pro membership for my business. He introduced me to Julio with the Pro side whom was also incredibly friendly and helpful. Having the pro membership setup actually will be very convenient for me because I can order things online and have it picked up by my contractor. Saved me a huge hassle! Had such a great experience with both Ignacio and Julio! read more

I placed my order online, paying for home delivery, which is not cheap at this store compared to other suppliers. The promised delivery time was 1-2 weeks. All the ordered items were in stock. After 13 days, the status was still "Prepping Order" and nobody contacted me to schedule delivery. I tried to call the store many times but nobody picked up the phone. read more

Pick up department is a total mess. They're understaffed, unorganized, couldn't find my order multiple times, and marked one of my orders as completed when I only picked up half of it. I ended up waiting here a couple hrs with the manager trying to locate the rest of my order. read more

I came here on the first day to do a huge return. I've also came back 3 additional times to pick new tile, grout, and other things for a remodel. The staff here is amazing. The consistency with customer service, the willingness to help, and the fun and cheery vibe make this place my go to for all flooring needs. I would definitely recc this location to all family and friends in particular as I've been to all 3 and this was the most friendliest place. Big shout out to Joseph, Cat, and Julie in the tile section. You guys are rockstars in an era when customer service is dead. read more

I went to Floor & Decor in San Leandro last Saturday. I was looking for tile and porcelain for a bathroom remodel. I needed someone to load a box of tile onto my cart. I also needed someone to help me with some porcelain. The person who assisted me was Joseph Harris. He loaded all of my purchased onto my cart and also loaded my card. He is very helpful and very pleasant. If you need assistance, ask for Joseph. He is awesome! read more

I went into the store to see what options I had for a remodel of a kitchen and bathroom. I was not greeted upon entering, however shortly after met Joseph Harris. He asked if I had any questions, what I was looking for, and showed me several options and ideas for my projects. He took time explaining my concerns and was very patient. We too were interrupted by other reps during the visit. I really appreciate his knowledge and humor. After Joseph was done assisting me, I walked around some more, actually went out and came back in, but it was as if I were a ghost. I only saw 2-3 other customers, and only one being helped. I highly recommend Joseph Harris is recognized as a valued employee. He has good customer service! You need more reps like him if not I can see you loosing Buisness just because of people like me who don't have much knowledge of the products you offer. read more

While working on a family members bathroom in San Francisco I had to source a particular item that could only be found at the Floor Decor location in San Leandro ( shout out to Michael Hoskins at the Floor Decor/Milpitas store for locating the item, solidifying that items had indeed been scanned the previous eve upon arrival into San L. stockroom - in short, going out of his way to give me excellent customer care). After driving many miles I arrived and asked a salesperson to look into their back stock to locate the items as they had yet to be put out on the floor. They couldn't find them. Another person looked, couldn't find. After waiting a very very long time we finally left with some other things ( great customer service from another guy...don't know name who really helped my husband trouble shoot tile and grout and adhesive challenges) The checkout person was a young woman named Jackie Flores who asked the standard " Did you find everything" ? Well, actually......She immediately offered to get covered at the register so she could look as she said she spent a lot of time in the stockroom, she returned and said she unfortunately could not locate but felt certain if she was had more time she could look between pallets and locate it. Enter the mgr, Alma who upon hearing this - got Jackie covered and some time later Jackie emerged with the desired items crucial to our project! So, excellent service from esp Jackie Flores who genuinely cared, Alma Castaneda who made it possible by getting Jackie covered at register and allowing her t9 dedicate the time to us, the man in the flooring dept who spent time answering my husbands questions and giving great guidance and advice. And of course, Michael Hoskins who spent much time tracking the items down. All went the extra mile. Now to work....! Ugh. read more

While this store does have a lot of great options. It seems like they are currently having stock and staffing shortages. I don't know if they are just struggling being understaffed and not enough product. (So you can find what you want, but then they don't have it in stock and the person at the register said they were not allowed to look at other stores and that we had to go online to do it.) And there is NO one to help you. Seems as if the people that are on the floor are from the warehouse or doing another task as they said they don't have the capability to check stock in their own store. They would always point to the register to check stock (with only one person on the register and a non-moving line of other tired customers) The very first time we went it was great, but the 3 times we went after to get the product we picked out the first time, it was like a ghost town as far as customer service help. Then when they finally got an order readied online, (that we had to later pick up), we discovered they supplied the wrong thing. We then called the store to make sure they correct before we pick up and the phone just rang and rang and then disconnected. We tried many times. Until their challenges can be overcome, I cannot currently recommend this as a place. read more

This is a shout out for Designer Mary Boltz. She was very helpful on helping my wife and I in designing two of our Bathrooms. The selection in this San Leandro store is awesome and the entire staff from checkout to pick-up were very courteous and helpful. We will be using them again. read more

Lacks customer service and no one at registers. Stood in line for 20+ minutes for it to barely move at all.

Sandy T in the order pick up dept is very good taking care of customers. I went to pick up my order on Sunday morning without realizing the store opens at 10am, I was there at 9am. Sandy helped me so I don't need to wait out side for an hour. Thanks. read more

Everyone at this Floor & Decor location is great, but Ignacio is especially helpful!

Love all the staff wearing mask and gloves, it makes me feel safe shopping here, we got a lot of stuff from flooring, bathroom tiles and a lot. She Pree, Joseph, Sandra and Shawn and Julie! They are so amazing, love this store and we are coming back again! read more

Avoid at all costs! The story begins with cashier in the Pleasant Hill store calling San Leandro store trying to check stock for tile that they ran out of at PH store. We were on the phone with SL store for at least 25-30 minutes. First, they wouldnt even pick up the phone for a few minutes. Then, they've sent a guy to look for the tile, and he disappeared for another 15 min or so. Finally, they've reported that they have plenty of the tile in stock, and the cashier ordered it for us to pick up at SL store. She suggested to head there the next day, since SL store was closing early that day. On the next day, we call the SL store to double-check that our order is ready (noone picks up the phone for a few minutes again, we just get the standard greeting, so we assume that not picking up phones is normal procedure at the SL store, but we also check working hours on the website so as not to waste the long trip *sigh*) Finally, we head to San Leandro, only to find out that it's their _inventory_day_at_that_store!!! ~50 miles round trip! what a waste of time, gas, and sanity! The person at the door was like "we're terribly sorry" but that's still just awful customer service! no mention of the inventory day anywhere on the website, or in the automated phone greeting, or to the PH store cashier when she was scheduling the pickup for us. Might be an issue just with the San Leandro store but since then I'm thinking twice before using other F&D stores as well. read more