My claim number is 02362831 After a long dispute and a lot of frustration Floor and Decor found a loop hole to void a warranty. Shame on you. Lisa Laube and executives - I initiated a claim in July 2020 with Floor and Decor on products I purchased at the Colony, Texas location. Needless to say I am extremely disappointed with the after sale customer service. I was sold products highly recommended by the Floor and Decor "expert" personnel, to whom any customer would rely on, this product was not only inadequate but also defective. I have provided plenty of pictures. An inspector was sent by Floor and Decor to the house, the details on the inspection were communicated over the phone by Amanda Cochran, these details were inaccurate, and had missing information which I can prove and have stated in my email to Floor and Decor. After over a week from my last email Floor and Decor has finally responded and found a loop hole through a faulty or biased inspection to avoid providing any type of warranty and I am being asked to pay for a second inspector to reopen the case if I choose to pursue, obviously with no guarantees. This is extremely unfortunate to hear. I have been a loyal customer of Floor and Decor and cannot believe that the company or employees show no loyalty to their customers. With huge sacrifice I spent a lot of money, for me, on product and installation of flooring with a 40 year warranty which now has to be replaced less than two years later. Soon after the floor was installed it started showing signs of defects, needless to say I also have wood for over five years and this shows no issues. I find it very hard to understand how a 2 billion dollar revenue company fails to provide decent customer service to loyal customers, shows no accountability on the products they sell and employees recommendations as well provide no warranty. This is extremely discouraging to any customer especially when it's not $50 dollars that are in dispute. I want to believe that it's not the company but rather the employees not caring enough about the reputation of the company they work for and I hope I am right but afraid I am wrong. I have stated the floor is currently a hazard in my home and has already caused several of us in the house to trip and fall. Unfortunately due to this, I have no choice but to cover the expense of removing old Floor, replacing it and have it installed just to make sure we avoid any further more serious accidents in the house. Although it seems Floor and Decor does no care for my business I am never ever buying anything from them again. read more

Max (at the pro desk) is amazing! He was so knowledgeable, informative, patient and practical! He went above and beyond expectations! We couldn't have asked for a better experience! read more

Sabrina did an excellent job finding just the right flooring shade for our very complicated bathroom remodel. She was professional and really invested in getting the color right, going up and down several aisles with a smile on her face. So happy we found her, as we were about to leave for another store. Looking forward to working with her again. read more

We drove to the store to pick up our tile that we ordered online. It seemed like we'd have to wait a while to be able to get it, but Grayson stepped up and took care of our order himself. We appreciate his willingness to help us out. read more

I always come to this location because the staff here are the friendliest. Everyone is always willing to help me so I feel comfortable asking questions to make the right selections. Today I came in and got helped by karmina which made my trip out for a large order I had easy and took the time to recommend the right materials for a laminate job. I have been coming her for 2 years and I can say I've never had an issue with anything. read more

Peyton Reynolds & Chris Young, hands down the most knowledge wood specialist in the store. The wife and I came in to the store overwhelmed with the amount of choices of flooring, Peyton & Chris were so patient with us and walked us through the entire process and products offered. We ended up making a decision that night! Thanks Peyton & Chris! read more

We are remodeling her kitchen and bathroom. Have found all our flooring and tile needs here. Great customer service service from Susan E! She can definitely answer any of your questions and can help you find what you're needing. read more

Been twice to The Colony location. First time I went and was there for an hour looking and researching for flooring and ZERO personnel came to ask if I needed assistance. Second time my husband stopped by after work to purchase an LVP cutter for me so I could cut our flooring easier. Usual routine. Scan, Pay and leave. He got it home and it was 1/8" too narrow for our LVP to fit into it to cut. I hate when things like this happen but it wasn't a big deal. We could just return it the next morning. He went to return and said that they could not return it because it was not connected to a phone number in the computer. Nobody asked his phone number. So they took the merchandise back and gave him a gift card. So now I can't even resell the NEW cutter online. I just have a gift card for a place that I will never go to. Not great customer service, in my opinion. There are a million places to buy flooring online and in-store. With that being their speciality I would think they would be more competitive in their customer service. read more

We are doing a bathroom remodel and went to Floor & Décor's new store on Hwy 121 in The Colony. Within moments we were offered help because the place is huge and almost overwhelming with choices. Alejandra spent nearly two hours with us coordinating flooring, tile, colors, ideas, etc., and this young woman knew her stuff! She is the best sales person we have had the pleasure of doing business with for years. No pressure, just a great attitude. We are more than happy with our experience, and we got so much accomplished in one trip (which we were dreading) than I would have thought possible. read more

I had a wonderful experience at Floor & Decor in The Colony, TX. The store is huge and a little overwhelming, but Carmen came to my rescue. I found Carmen to be very knowledgeable and experienced. I had samples of my cabinets and granite with me. Carmen worked with me to find a fabulous tile for the backsplash in our kitchen. I am so pleased with the results. read more

Everything ran smoothly until we waited in back for them to load our purchase. Was told it will be about 20-25 mins. We waited OVER an hour!! Checked on it twice and was told they are still pulling the order. It was not a big order to pull. read more

Max did a great job of answering all my questions. My husband and I came in late in the evening and he was willing to stay after hours to help us pick out tile. Grateful for Max! read more

Bought 5k in vinyl Nucore flooring. When purchased we asked about availability of matching items for the finish out and were told to 'just call in and we will order the additional products to match.... it can take up to 3 weeks as they have to special print the products". After having 1000 sq/ft of the floor installed, and two weeks of calling and speaking to various representatives, we stopped by to speak directly to the store management team. His pompous response: "Well if I would have been assisting you I certainly would have checked this out and let you know'. I supposed what he meant to say was ...."The people that work for me in my store have no idea what they are doing. Had you spoken to me then I would have told you this was not available in the first place and their were no other options. Hope you enjoy your incomplete floor. " read more

Not aware they had new location near me and what a difference in the store, very nice layout. Easy to shop, clean and wonderful selection of flooring, fabulous selection of tiles as well. In past had purchased flooring and tile at 15th st Plano but will definitely be using this location..better staff too. Had great experience with Joy, their designer that provided excellent advice but listened to my ideas on redoing tile in my tiny bath. Will be returning for sure, value her advice & opinions on my project! read more

Gave this location another try and the management and staff rock! If they don't have something in stock they can tell you when it will arrive or if it's available at another location. The store is easy to navigate and just of 121 read more

Juan made our tile shopping and purchasing easy today! He calculated the number of boxes we needed and contacted the Richland Hills store to find the full amount. We were able to purchase the tiles at his store and pick them up at the other store. Thanks for making our day, Juan:) read more

I had a delightful experience despite the fact that I have no patience for picking out tile and other flooring. I had to find flooring for an entire house and the task was quite overwhelming. Designers Cindy and Rose went out of their way to provide suggestions and help me keep my project within my budget. I never felt rushed and they both seemed to take a genuine interest in making sure that I was happy with my selections. I also want to recognize Destiny who dealt with me multiple times when I was buying and returning samples. Again, she was so patient and truly seemed to care about helping me. One last BIG shout out to Eric S. who was working the last hour of his shift and happily stopped what he was doing to assist me. One thing led to another and he was lifting things and moving things and helping me finalize my choices. He was so knowledgeable about each and every type of flooring. He worked with me up until the very last minute until the store closed. What an exceptional employee! I told him that he definitely needs to be in the design department! I highly recommend this location. Everyone seems to enjoy what they do! read more

My husband and I needed help with selecting co-ordinating tile for our shower remodel. Kat was of great assistance, She listens and then recommends different styles. She is very knowledgeable. She also is so pleasant and makes the experience fun.... If you are in need of a design specialist...ask for Kat. Mike and Linda Hickory Creek, TX read more

Fantastic people. I bought 13 boxes of tile and ended up having to return almost eight boxes later that evening when I realized the pattern drastically differed within a box. They were so nice- they brought down the pallet for me and allowed me to sit there and open up all the boxes to pull out all the individual tiles I wanted. I'll be back tomorrow to purchase everything else I need for my remodel. Thank you!! read more

Selection is great, prices are also great. The store is huge and the isles are wide and clear. This is my favorite store to purchase flooring and tile, but customer service is garbage. Like zero stars garbage. The girls in the front are nice and do their jobs well, but every time I have to pick up anything at the back of the store I lose some hairs. It has happened twice to where I walk in with my receipt in hand and the clerks won't even say a word to me. Barely look at me enough to recognize that I'm not a ghost then go back to picking their orders. A simple "hi, someone will be with you shortly." Would work for me, but no: I must be ignored. When they finally get to you they move as if they're not being paid to pull your orders. So, I'm sitter here and wrote this entire review and this man working 5 feet from me hasn't yet looked at me much less said a word. Disgraceful! Such a great store with some of the best merchandise can't hire even the most average class of workers or offer them training. I'll find me another store. read more

Liz & Joy are FANTASTIC!!! They helped me make sure I have everything I need to complete my floor remodel in my kitchen, entry & master bath! They were friendly, very knowledgeable and just so helpful!!! Go see them for your job! read more

Zack is awesome, he has the patience and the knowledge that you need. Always ask for him, worth the wait.

Kat is one of the designers here and she is absolutely amazing! She's helped me twice now with selecting the look for my bathrooms. I merely told her the concept and the color palette I wanted to focus on. She hit it out of the park immediately! She even gave me the wall paint color! I can't wait for my contractor to finish this one. I'm still in shock at how quickly Kat caught on and pulled out of my head what I was truly seeking! If you need some help with creating/designing a bathroom or kitchen with the beautiful tile that's available at floor & decor, make an appointment with Kat at The Colony location. She is amazing!! read more

The store manager at this location, Don, can thank his associate named John V for this review. My mom and I have been into this location several times over the last month, as she is remodeling her home and is in the market to purchase a lot of tile (backsplash in the kitchen, floors throughout the house and bathroom shower and floor). I will say that there have been a lot of helpful employees, but this particular evening (7/12) was an exception. We came into the store at approximately 8:40p to return some tile and wood samples. Gaby, a very nice cashier, helped us and we finished around 8:52p. We took a quick turn around the store, just to hammer out a couple of last details, and noticed there were still more than 10 customers in the store. Knowing they close at 9p we were making our way to the front of the store, at about 8:58p, when my mom wanted to stop for a quick moment and take a picture of a tile band in the design center (which is next to the front door). An associate, whose name tag read John V, walked hastily over to us and said "Are you guys done yet? We need you to leave." Initially, I was so shocked at his unprofessionalism, that I simply stated that we were just taking a quick picture and walking out. He then sharply added "Well, we actually closed at 9p, so we need you to leave." I quickly noted that there were still many customers (visible!) in the store and he simply said "Well, we are closed and they should be gone, too!" and stormed off. He then walked foolishly over to one of the cashiers and wildly began waving his arms and hands, mimicking the "get out" hand gesture and pointing and customers still milling about the store. By this time it was 9:02p mind you...so 2 whole minutes past close. I have been in customer service and retail management for 13 years and am so disgusted by his behavior that it gives me pause about even buying product from this store. We are still considering ordering from another location despite other locations being inconvenient (over $5,000 in tile by the way). If I ever caught one of my employees behaving this way...man, I'd be livid. Very disappointing for this upstanding company to have such an embarrassingly rude employee. People who are unemployed are clamoring for good jobs, and I am sure would treat customers with more respect than John V did and surely does. read more

Big THANK YOU to Peyton for all of her help! She helped us find a match to our current floors, she even searched the other stores in the area to find enough material for our project. Thank you! read more

Have been going into this location several times over the last month as we are in the middle of a complete home remodel (floors, counters, backsplash, etc.). On this occasion we were ready to purchase 2200 sqft of luxury vinyl plank flooring. As with several previous visits they did not have enough on hand to complete the 2200 sqft job. In speaking with the manager I was told that my only options were to pick up small amounts from various locations until I have enough product, drive to a location over an hour away, or simply choose a different supplier who can fulfill my order. Obviously Floor and Decor cannot handle larger jobs and/or does not care enough about customer service to do what is necessary to accommodate a customer trying to spend thousands of dollars. read more

My husband and I have been to countless flooring stores in the last 2 months. We have had very little success until we came here. David and Kat were so great!!!! They answered all our questions about wood flooring, tile, and granite counters. They were both very friendly and patient with all our questions. Picking out flooring had been a very stressful time for us, but they made it so much easier. They were more helpful in the 30 minutes we spent with them than our contractor has been in the last 2 months. If we ever need anything for our home we will be back to this location and specifically ask for them. read more

I went to this location The Colony store, my daughter & myself experienced a great customer service. Especially from the Store Manager Liz and Sales Associates Mr. Obed and Mr. Oscar. Their services were world class, very kind, and professional. The most important part for us was their expertise of the product. Thank you so much...for all you guys help! read more

Very disappointing! I made an appointment to see a designer for help with a shower re-tile. I explained to her that I would be coming in from Denton. After taking off work early and fighting traffic for over an hour to get there in time I find out that the designer went home sick and that there was not another designer for me to meet with. When I asked the manager, who was basically hiding behind her computer and not speaking, why there wasn't a courtesy call to let me know that the appointment was cancelled, she said she didn't know the designer has an appointment that evening...very poor management! read more