Walking into Floor & Decor in Saugus can be a bit intimidating--an enormous warehouse packed with flooring and tile as far as the eye can see. I was on the hunt for hardwood flooring, and since it's a significant investment, I was genuinely nervous about making the wrong choice. That's when I met Prince. Originally from Australia, Prince is not only friendly and professional but also one of the most knowledgeable, thorough, and helpful associates I've ever encountered. He took the time to listen, asked all the right questions, and guided me through options I wouldn't have considered on my own. He shared smart ideas, clear explanations and helped me feel completely confident in my choices. Because of Prince, I'm now planning to invest in real hardwood floors and a full bathroom remodel. You can do the math--this wasn't just a sale; it was a relationship built on trust and expertise. Floor & Decor is incredibly fortunate to have someone like Prince representing their brand. read more

Ozlem helped us many times with our bathroom, kitchen, and bedroom remodel. She was incredibly kind, patient, and helpful in selecting the tiles that fit our style. She helped us to solve poblems and issues as they arose throughout our project, and facilitated returns when we needed that. Overall she was a fabulous collaborator in our project, and I'm so grateful for all of her help! read more

Everyone is so nice and helpful. My husband and I are giving our bathroom a facelift and are new to home reno. Gaetano heard our conversation going back and forth and jumped in to help and give his expertise on products we were viewing. He is amazing! read more

I'm a contractor. Floor Systems ordered twice the material my customer needed and then refused to take it back, despite notes in the order indicating the amount of material needed. Did not disclose to my customer their return policies on tile or color-matched caulk and refused to allow a return those, as well. Sales person was not knowledgeable about coverage for thinset or grout and proved useless - and then tried to make it my fault they were clueless. I'll order from Hammond or even Amazon next time - I can work a coverage table on my own. This is the second time I have had a customer work with these folks and I've ended up pissed both times. Never again. There's a beautiful new Floor and Decor store in South Portland I can send people to with better selection and a better attitude. read more

Five stars for Greg, who patiently walked me through various options for shower tile, gave great design advice, and carried cases of tile to my car. The store was out of the grout we picked out, but I almost don't mind because the service was so helpful and exactly what I needed after some pretty miserable experiences at Home Depot. Also, their products look to be very good quality. I'm happy with the tile I selected. read more

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I had NO idea this place was a tile Mecca! So many options to choose from. It's like a candy store. Rethinking my original boring white subway tile plan. read more

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DO NOT BUY HERE! They have nice products, but they lie about their return policy! If you buy tiles you can only bring them back if they are in boxes UNOPENED. So, if you buy too many or they DO NOT MATCH, you are stuck. One manager told me you can take back unused tiles if they are in a box, but then thankfully, I learned that meant the box cannot be opened. I wish I had the photos of the two managers who told me different things. Go to Home Depot and see if you can find the same thing there. Their return policy is good. read more

Bought a vanity for about $700 from Saugus location. Brought it home and stored it in the garage. Contractor opened the box to take a measurement and found the countertop was broken. Went back to the store to inquire about exchanging for a new one and were told to bring it back and they'd take a look. Overheard Guy the manager saying that we broke it. Quite a miserable personality on Guy -- feel bad for the people who have to work with him. We brought the vanity back and were told that we could not return it because we opened the box. No one even looked at it! Shockingly bad customer service. Do not buy anything here, especially if it comes in a box because they will not exchange the broken product. Now we are out a lot of money and have a vanity that we cannot use. I have emailed customer support and will go up the chain, beyond miserable Guy's head, and will update if they make it right, but this company is really shady! Avoid it! Update: After speaking with the manager, Christian, I was able to bring the vanity back again. I wish I had been able to settle this issue the first time but I am relieved that I am now done with it. read more

Floor & Decor - Broken vanity top - Home Decor Near Me - Saugus, Massachusetts

Great place and great to shop and customer service. Bob the tile manager was very helpful in several visit I had. He went out of his way to assist me with flooring even it was not his department. I am happy with the selections and the experience and I will recommend this place to all my friends and family. read more

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I ordered materials to lay a pebble tile floor in my small bathroom. At Floor & Decor's online website, I was able to place my order that included the right amount of product for my smaller project. The option to pick the order up at a store near where I live saved me shipping charges. At the Waltham Floor & Decor, the staff was friendly, professional, and quick to get all my things together and help me to my car. I would definitely buy from them again. read more

Guy and Brandon gave excelent customer service. I will definitely recommend your shop to my friends. I forgot to mention that they are in the Saugus shop. Thank you. read more

We purchased tiles and a vanity for remodeling our shower from Floor & Ddecor in Bellingham MA. Vanity Cost $609 The return policy is "return within 90 days of purchase with a valid sales receipt; we will refund your purchase." However, after the contractor finished to re-model our bathroom, it turned out that the vanity's measurement was too big. He took it out of the box but he never carried it to the shower and didn't try to install it. We brought it back to the store. They refused to return our money because it was out of the box. They didn't tell us this, and our contractor, who refers many customers to this store, was unaware of it. In other stores (like Lowes, Home Depot, and Amazon, etc..) you can return without a box as long as the product is not damaged or used. read more

I had an issue between scheduling and floor delivery taking longer than I had hoped. Frantic I called the store trying to cancel my order, Brandon was amazing, polite and compassionate, the order was cancelled within a minute. I was able to find another design and the floor will be delivered today. Thank you Brandon. Grace Pior read more

This store is amazing! The staff is so knowledgeable and helpful. Special shout out to that manager Bobby and Brandon who are so helpful and nice. I drive extra to come to this specific store!! read more

Last Friday my wife and I were at the store looking for bathroom tiles We needed help and we were lucky to get this young lady Rosanna Duran who was very knowledgeable answered all our questions and most likely we go back to the store to make a purchase read more

Shout out to Aaron Roger for going above and beyond to help me! He is extremely professional and knowledgeable. He really went that extra mile to help me find the right floor tile. If you need help with stone or tile and are shopping in the Saugus store, find Aaron! He won't disappoint! I hope F&D recognize Aaron for truly being a valued employee? read more

A large varied assemblee of tiles throughout he world. Add components for installation. Vanities as well. Wood flooring as well. Complimentary to Floor & Decor are the employees with scholarship who have ability to answer questions regarding the products offered. Not importantly, in jargon which is analogous to a foreign language. CJA read more

This place is huge and has so many options and different styles. I am redoing my entire first floor and have bought all of my tiles from here since the day they have opened. There are many different design examples and always people around to help out. Honestly, the prices are fair and definitely cheaper than Home Depot or Lowes and tons more options to choose from. my biggest issue is the team members. You constantly get bombarded with them coming up to you and asking you about things. ALL OF THE TIME. And it gets a bit aggravating when you start to realize that they aren't always there to help you, but rather to get you to sign up for things and to ensure that their own name is attached to your purchase so it helps them out personally. I once had a pushy worker come up to my cart and scan all of my items so they would have it ready at the register but I wasn't finished shopping. It didn't matter what I told him, he was going to stop me and scan everything. It's a bit of a turn-off from me wanting to keep coming back, knowing that I will be continuously bothered the whole time. I've come to the conclusion that I need to go it here KNOWING what I am looking for and ignoring those that come up to me. This all being said, the store is big, clean, tons of options, and the return policy is great!! Just need a phone number, no more receipts! read more

Alright, this location really deserves another review because they're customer service is that top notch. Michael Manning in wood, vinyl, laminate...that section. We came in near closing and Michael did not make us feel rushed. In fact, he was very patient with us and helped with suggestions. He even described the best features that particular floorings had (ex. waterproof coating). At this point, the whole Saugus team each and individually deserves their own reviews. We really appreciate the effort that everyone puts in to help. read more

Horrible purchasing experience. I made an order online because it shows that the Saugus store has 12 boxes of floorings that I need and said I that I could go to the store the next day to pick it up. I didn't receive any email telling me that my order is ready to be picked up, so I called the store directly. A very rude female clerk answered the phone and at first, told me that she couldn't find my order. I gave her more of my info, she put me on hold for more than half an hour and finally came back and said "you can come in tomorrow to pick it up." I went to the store the next day as I was told. Another very rude woman said that they don't have my order. I gave them my order number. THEY SAID THEY COULDN'T USE THE ORDER NUMBER TO TRACK AN ORDER!!!!!!! How ridiculous is that? What's the order number for then? The woman then asked me who I talked to on the phone the day before. I didn't know because the woman on the phone never told me what her name was. The woman in store then yelled at me saying that nothing they can do because I don't know how I talked to. Ugh... what's going on now? Don't I have an order number that says it would be ready by yesterday? Yes, I do. Didn't I already pay more than 1000 dollars? Yes, I did. Where is my flooring? No one could answer me. They kept saying that I had to call customer service to track my order. I checked my order online. Nothing new has shown. I am now calling the customer service and has been on hold for more than half an hour. Basically I spent more than 1000 and got nothing. They already charged my credit card. They charge very fast, but doesn't follow up on the orders. It has been extremely difficult to talk to any real person. The store clerks are not helpful at all and some of them are extremely rude... Overall, worst buying experience ever! read more

Greg Grillo in pro sales should be fired. After my experience today I will never bring my clients back here.

As an Interior Designer, I have the pleasure of using several different vendors but chose to step into your store for a huge project. Greg and Brenda were absolutely so helpful that I decided to bring my business to your store. I can back the following week to make another purchase for another account. Thank you both for your attention and great customer service! My clients were very happy with the end product. read more

I was placing a order of 1400 sq ft that I was going to pick up. As I was checking out thank god I looked over my order, as they put over a 600.00 charge to me as a ship to store fee. This is deceptive as they do not include this information during the ordering process. I think they hope you won't catch it. So I have to pay to pick up my own order at their store along with paying to get the product to their location. No thanks read more

I visited this place with my folks who love hardwood and are looking to update the flooring in a house that is completely tiled. Our last remodel was debates ago so my folks still think "sticker" when they hear vinyl/laminate. Guy was so helpful in teaching us about what could be done without demoing the tiles. He patiently answered all of our questions and showed us a bunch of options for flooring. We really appreciated how honest he was about what options would make the most sense. Thanks to Guy my folks (and I) now have a much better idea what we want to do and how to do it. read more

Had the unfortunate experience of purchasing tile from this store earlier this Summer. As you can see from the photo, the tile (all purchased at once and from the same store) were actually slightly different shades of white. Unfortunately this was a slight various that my installers, my wife and myself were unable to see until the grouting had been completed. When I reached out to F&D support to get this issue resolved all they were able to do was offer a store credit to me for the purchase price. As you can see, new tile isn't going to fix my issue as the labor to tear down and reinstall would be north of $5k. My main issue with F&D support is that they claimed the responsibility for doing a quality check on the tile falls to the consumer/installer. Let me put that in a different context; that's like purchasing a new car from Ford, having your brakes fail right as you get off the lot, and them telling you it's your fault you didn't inspect the car and check for quality assurance. read more

Floor & Decor - Had the unfortunate experience of purchasing tile from this store earlier this Summer. As you can see from the photo, the tile (all purchase - Home Decor Near Me - Saugus, Massachusetts

We visited Floor & Décor to pick up tile for our bathroom. As we found the tile we liked, loading heavy boxes of tile into the cart was difficult. Kalu, a nicest customer service team member, assisted loading heavy boxes into the cart, helped us with the purchase, and then came out to load our purchase into the car. Kalu went out of his way to help us and we so greatly appreciate it! Thank you so much Kalu! read more

A big thank you to Alex at the pro service desk for helping me out with samples for my customer! As busy as he was, he even took the time to call me back and let me know everything was all set. Thank you Alex!! read more

Today was another visit to Floor and Decor in Saugus, MA. Our bathroom renovation took a lot longer than we had anticipated and was finally completed yesterday!!! We had to return floor tile that we purchased more than 90 days ago. Jason was at the register and couldn't have been any nice. He processed a merchandise credit for us without any problem! He was very friendly and gave us excellent service with a smile. In today's world good service is hard to come by!! I showed him our completed bathroom renovation with the river rock floor tile which came out amazing. At that point Brandon came over as he was the first person who initially helped us with ordering the flooring months and months ago. He was just as friendly and helpful as the first time. Jason and Brandon are assets to the Floor and Decor family. Keep up the great service!! We will definitely be back for our next project... read more

My review is primarily for the service we had with Janet C. We came to select tile for our bathroom renovation. We had been to Floor and Decor before, but with it being such a large store with a vast selection of tiles- we were a bit overwhelmed. We met with Janet after our scheduled consultant could not make our appointment time. Janet was very patient in hearing our different opinions and likes/dislikes, and managed to find us a beautiful tile for the floor that we could both agree on! She had detailed knowledge of flooring types, finishes, uses, etc. She is definitely an asset to the floor and decor team. As for the store itself: I may be more inclined to give it a 3.5. The selection is for the most part great, but it can be overwhelming. The average customer does not know looking at a tile that it can't be used in a shower, will stain and require maintenance, etc. Clearer signage would help. Also, as a large store their stock changes regularly. You could fall in love with a tile only to be told they don't have enough for your project. Some tiles are very well priced, but then others that are more "common"- ie glass subway tiles, seem overpriced. I also feel they pressure their consultants way too hard to finish quickly with clients and move on. You are making an expensive, lasting purchase- you need time to make that decision. read more

Luckily I ran into Bobby and Will when I got to the store today. Doing a backsplash in stone which I've never done before. I wanted to get everything I needed in one stop and that's exactly what happened. Bobby knew the process precisely and answered every question without hesitation. He made sure I got the right quantities of supplies and offered some tips. Great for a newbie. read more

I purchased several boxes of laminate floor and stair treads and drove my car to pick up the materials. I should've used my husband's truck because there were a lot of materials to load. But thanks to Bobby and Roy for strategically loading my car because they got everything to fit perfectly!! I couldn't have gotten my load home without them and would've had to make multiple trips. Thanks for saving me that time! Great customer service! The only reason I'm giving 4 stars instead of 5 is because no one answers the phone when calling the store and there's no option to leave a message. Your best bet is to visit the store. read more

Went out and made a visit over to this new store last night to check out what they have in stock. I am looking to remodel my dining room floor but not sure exactly what I wanted. Everyone in the store was so very nice and also very helpful! One person in particular that showed me quite a few different options. He was very patient with me in answering ALL of my questions and took the time to share his knowledge and to show me a variety of options! Will definitely be back soon to make my purchases and I will make sure I ask for Robert Adams! Thanks for your help! Thank you Floor and Decor! read more

Waited here for an hour looking at floors for my stairs. I already ordered flooring for the rest of my house and looking for something to match. No one was available for one hour. Either not seen around the front or walking around not listening. Horrible service read more

horrible service valeska, i asked a question about a product it was clear she didn't know and i didn't have time for her to get support so i was leaving, i said thankyou i appreciate the honesty and have a nice day, then her response was where the problem started your rude she yells down the aisle, i said look miss you don't know i don't have tine to wait, she started saying some other stuff and said i asked what's your name, she say none of your business, i said miss f you, what are going to do write a bad review she says, i yes plus more miss. i went to desk up front and asked for a manager, he's busy they said. i said what's her name i don't know said the girl up front, i love the stoughton store, the manchester store, Saugus is a mess of unmanaged untrained staff. Kenny the manager that can't be reached. i will be sending this review to corporate, so sad and afraid to go back to your store with abusive employees. signed pro customer read more

Store/showroom is great. However, remote customer service assistance is terrible. Ordering Rushmore Brickwebb thin brick herringbone and it was not available in store to view in person within 300mi. I live in Boston MA, not a remote area. There were no options for samples to be shipped. I needed 17 boxes and shipping cost was over $300. To ship one box was over $100, so to order 1 box to view required 1/3 of the total order for shipping cost. They refused to ship the order from store to store for free. Terrible shipping options. I won't be ordering from this company until their shipping costs/sample availability is resolved. read more

I did not feel safe shopping here. Employees wore neckgaitors instead of masks (more dangerous than nothing at all), were often without masks altogether towards the back of the store which is where the product I needed was, and customers wore their masks as chin straps. I feel safer giving my business to a company that has protocols. I had to leave. read more

I was extremely disappointed with my experience with design services. I would not have written this review had it not been for the experience I just had. I had a scheduled appointment with a woman in Saugus. I was not clear with what direction I wanted to go in. I was hoping a design specialist would help give me some clear direction. Throughout our appointment she continued to break off and help other customers. We had said we were not interested in Marble because of the extra care it required. We eventually decided on some things and she put together a quote. As we were leaving she stated that she thought it would be beautiful but would require some extra care. She stated it was all marble. We did not want marble. I returned last evening to look around and had narrowed down my search and knew what direction we wanted to go in. We bumped into the same designer and she appeared to recognize me and speak of our past design meeting. I asked her a few questions and showed her a picture of some things I was looking for. She stated that she needed to help another employee but would be right back to show me the tile I had asked about. I waited for ten minutes and then walked about and spotted her talking with a customer by flooring. I said I think we are going to leave. She said ok sorry I couldn't help you we are closed. I said you are closed and she responded yes we closed at 7pm. This evening she called the house and said it has been a while since I met with you and I wanted to see if you had made any decisions. I said I was in the store last evening and I spoke to you. You were going to help me but you never returned. When I found you talking with a customer you told me you were closed. I was surprised because you had not mentioned that to me. I told her it would have been nicer had you let me know that before you asked me to wait and you would be right back to help me. She then hung up the phone on me. read more

Great Experience! Thank you to the team and all who helped me!!! A special order that was almost impossble to find? Thanks to Sarah in Recieving she tracked it down and found it!!! Thanks for the help Floor & Decor!!! read more

I would like to give a big shout out to Brenda and Anna who have helped me with a bathroom renovation. Floor & Decor are lucky to have them as employees and also a few of the guys that helped me load my car with the tile. Unfortunately did not catch their names. I would have given a higher rating just based on Brenda and Anna but unfortunately some of the other employee really didn't not know the product and gave me wrong information. I do though think the company should recognize the great employees like Brenda and Anna and educate the other employees on the products they sell. read more

Seems like there is a confusion about how they post online available quantities: is it boxes or tiles? Confused us and so we ordered wrong, ordered more than they had in stock. But local manager, Bobby Adams, was very professional and helped us. Whatever he did, he found the quantities we needed. We're very grateful because confusions happen all the time, this is not surprising. What was great is how Bobby handled it. Thank you! read more