Doris is the best...lovely person and a great help! She made sure we found and got everything we were looking for!

Excellent customer service, we were offered assistance several times as we browsed through the store. Rosey stopped to assist us twice. Arley came to assist us after we made our first selections. After speaking with Arley and listening to her recommendations I made several changes before making my final choice. Arley was so patient and informative as it took me more than 1 hour to make my final choice. Our experience with Rosy and Arley and the large selections of products would be the reason for our return to Floors and Decors. Prior experience was from Dorsey, who was also helpful. read more

After a pleasant experience, my wife and I came back to the store to place and pay for an order. We were told that we would not have to come to the store to add a few boxes of bamboo and have the complete badge delivered to our home. The designer Tracy told us that we could just call in. Today, we learned that Tracy was not following the store policy and that orders cannot be placed on the phone at the store. The manager communicated very clearly that he a) would not be able to honor our order and work something out, b) was obviously to busy to care about customer who had spent several thousands of dollars for tiles in the past, and c) not interested in a good customer relationship. Thank you manager "Jim". We canceled the order. read more

Home Depot in Stafford referred me to Floor and Decor on a Saturday morning to find the heat element I needed under my tile on the MBA floor. I had never heard of this place before but I drove to Woodbridge and immediately found the design center that was ... vacant. After showing myself around and realizing that this place is understaffed, I got lucky enough to find Sherry to assist but sadly, I did not have an appointment and she was busy with a customer who kindly informed me that she did have an appointment. Sherry paged another design consultant who never showed up and I eventually went off on my own to find my way in the million sq ft maze. I finally found Ken to help me and had to snag him back every time a new customer came by with the sad 'I have a question' eyes. Ken answered every question and provided expert guidance and was very patient with me (thank you again). While I worked my way through the decision process of selecting walls and tiles. (I need to add that I was having foot surgery in 3 days so I had an urgent need to get a bathroom completed in a very short time so I did not have to climb stairs). Ken and I made it back to the design desk with my selections and began putting my order together on paper for an 'official quote' that I needed to send to the insurance company. No sooner did we sit down and get going when the other "designer" finally came over, grabbed the mouse and keyboard out of Kens hand and pushed him aside and said "I need this." Ken looked at me with apologetic eyes and said 'she is the designer' and I said "there's no excuse for THAT". ... (Long story short, there's no need for that type of behavior Ms Tracy). Ken was able to acquire a print out of our order which did not help but they are not networked. Ken continued to help me for half a day and was patient and so very helpful. If this place had 10 more Ken dolls they'd be doing far better. I called the manager and spoke with Matthew - he was more than kind and pleasant but I need my tile tomorrow. This place is a warehouse and for that it's outstanding, kept neat and clean and mostly very friendly. UPDATE: I HAD GIVEN THIS PALCE 4 stars but after speaking with the store again to process my order over the phone rather than put pay credit card on their online form, they refused to take my credit card over the phone and said I had to call the company in Georgia to order even though I want my order to be ready upon arrival in Woodbridge Virginia tomorrow morning. I was put on HOLD by the Georgia HQ phone robot for more than 75 minutes twice but nobody picked up so I called the Woodbridge store back and they still refused to process my order and said Georgia is the HQ and they are to blame for the lack of response. So now I have to go here tomorrow morning and start from scratch. I am disappointed and while I do agree they have the best price, Update 2: Matthew the manager went above and beyond to get my order prepared for the next morning. Ken, Sherry, Ron and Matthew were VERY helpful but Tracy .... read more

My husband and I visited this new store today and spoke with a store worker who stated that he couldn't offer us any design advice but pointed out another employee that could. Patiently waiting for her to finish with her customer for almost an hour, she finally asked if we were her one o'clock appointment. I stated no and she said she would be right back. Twenty minutes later we left without ever speaking with her since she never returned. As we walked out without ever being helped by anyone, we noticed her working with someone. Wish she had told us she was busy. Wish someone else had offered some assistance. Not sure well be back. Lowe's is a lot more helpful. read more

Extermly disappointing service.!!! We went to the store to buy hardwood and they told us its available in stock and we could even pick it up right now on Wednesday. It was promised to be delivered Friday morning. Waited 3 hrs at home for guy to deliver and then get a call that they dont have the hardwood in stock. They said they would get it by the afternoon and would deliver it by 4-5 pm. Waited till 5:30, since we did not get any delivery call. When we called the store the hardwood had not come in the afternoon. They would receive the hardwood only on monday and now cannot deliver it till Monday evening. Since the hardwood needs to stay in the house for at least 3 days before it can be installed, we had to reschedule our installation. We had the installation guy scheduled to come on Monday and install it but now had to reschedule and pay extra for the cancellation. The manager did not care about all the extra charges and hassle that we had to go through and did not even think a sorry was necessary. Would not recommend this store to anyone and would not make any further purchases from this store. read more

I totally agree with Kim C. , they have no customer service at all. Our bathroom planning appointment was 10:00 today, noone showed up after 15 mins. So we just left without any hesitation. They were no (zeroooooooo) customers in the stores. But noone came to serve us, i am sure they know nothing about design!!!! Just dont waste your time to drop by....After we left, we went to home depot to see the mossac tiles....they have similar stuffs and better price.... read more

The customer service here was amazing!! The woman tracked down the perfect bull nose finishing tile that I needed to finish my job. And because my tile guy is coming this weekend, she found a way to fedex it to me before then to make sure I had the materials. Wonderful wonderful store and service!! read more

Best selection of tiles ,butcher block counters and customer service.Ken Lee was Very helpful and provided insight on Flexgrout options and design. He also helped me open up a promotion credit card account. This place never disappoints. read more

Visited Floor and Decor for the first time as my dishwasher went on the fritz and water went everywhere and ended up ruining my laminate floor. When my wife and I walked in, we were dizzy with how big this place is and how many choices there are. Right when I thought we in over our heads, the operations Manager named "Ben" came right up to us asked if we needed help. Um? Yes!!! Ben was beyond FANTASTIC! He took all the time we needed and answered all and any questions we had. He made the experience there a great one. I cannot speak highly enough of him and how friendly everyone at Floor and Decor is! Even when I had to return some material, they were beyond pleasant to deal with. I highly recommend Floor and Decor and if you can, ask for Ben! The guy is what Customer Service is all about. Oh yea? By the way, the selection and prices are extremely good. There is everything there that you could ever need for your home! read more

Buyers be aware! We purchased more than $3,000 value of tiles from the Floor & Decor Alexandria branch through our builder's account last June. Our tile contractor helped us to return approximately $1,600 value of tiles due to an inexperienced selection we made. (The tile size we selected would be too big for our master bath and caused a lot of waste.) The F&D store employees accepted our tile return, but failed to provide a return receipt to the contractor. Several weeks later, when I verified the construction spending and noticed F&D never made a full refund to our builder. We reached out to the store, and the store employees told us the store never received the tiles. When our builder followed up with the store, the store manager and account manager only agreed to be responsible for $800. However, they told my builder to make another big purchase in order to get this $800 as a discount to his next purchase order. My builder followed the agreement and made another $40k purchase, but still couldn't get the $800 back. The store manger was just fooling my builder, but never wanted to take any responsibility. Now, my construction has been finished, but my construction loan still can't be closed due to this pending incident. Floor and Decor's poor management and irresponsible customer service shocked us. As a first time customer to Floor and Decor, I want to share this negative experience with the public and urge this tile company be honest to your customers. Fool me once, shame on you; fool me twice, you will lose your business forever! read more

My mom and I both went into floor in Decor for different reasons. First the staff welcoming us in were super friendly. I had to return excess tiles for my back splash. I thought it may be difficult because returning items can be some times. The lady at the cash register was very nice and friendly and made it so easy to return. Then we needed to find tile for my mom and Gregory helped us with that and seemed very knowledgeable, very patient and helpful. Then I mentioned I might want to look at wood floors and he took us over there and was just as helpful knowing I was just getting pricing and not actually buying that day. Might I add he helped with my stroller. We had such a positive experience with floor and Decors customer service. read more

Great store! Great costumer services, a lot of selections. Especially Norma, she is supper helpfull with all the questions that you have! Love the store! I will comeback again. read more

This place has great prices for flooring: wood, stone and installation materials. Our GC recommended it and compared to HD and Lowes it is cheaper with the higher to mid-quality materials. You may be able to find cheaper prices on similar flooring at HD but the quality will not be same. We have had the associates assist with design and calculating materials needed for a DIY project and they did a decent job. Very friendly once you get to speaking with them. Always compare prices and shop around but so far everything except some grout has been cheaper here than at box stores. Ask for close-out deals and left over materials if looking for deep discounted stuff. read more

Without question, the best store in DC area for flooring and so much more. The shop room floor is extremely well organized and arranged. The personnel are very helpful and knowledge. The pickup process is very, very efficient. We picked up our 20 boxes of travertine tile, our three boxes of mosaic tiles, 13 boxes of subway tile, 80 bullnose subway tiles and two marble thresholds on Saturday, 11 Apr 15. Special call out to Jennifer C. in the customer pickup department. She was very help on getting our two pallets of tile to my contractor's truck. Floor and Décor should be the first stop on your list, whether it is for tiles or hardwood flooring. If you make them your first stop, you probably won't need to go anywhere else. read more

Great customer service and huge selection. Almost overwhelming. Ken in the stone department was very helpful and assisted us in getting everything we need for new marble bathroom. Highly recommend this business. read more

Floor and Decor has a great selection, and sales people are great, however when you're done ready to go it seems to bottleneck. 3 people in front of me putting in sizeable orders, but they don't open another register. You'd think on a Saturday morning they would be in a higher gear. Just to leave with a bad taste in your mouth and frustration. I thought coming here rather than the big stores would give me a better selection as well as better experience. read more

Feels like I died and went to tile heaven! I work for a real estate development /construction company so I've made many trips to this store. The staff is very helpful and they have so much variety when it comes to tile and floor. It can be a bit overwhelming but it is organized pretty nicely. They have a really nice selection of decorative tiles and the prices are fantastic, cheaper than other tile vendors we've shopped with. They have a good selection of flooring as well, also at phenomenal prices. My only complaint would be that sometimes the line for check-out will be a little long, they don't always have enough staff ringing people up if its busy. Other than that great selection, great service, and great prices. I would recommend this place to builders, contractors, designers, and homeowners! read more

This place is huge well organized and clean. And this is where the good part stops. Very rude sales person in the evening, not interested in providing any advise, with very little knowledge and "I don't care attitude" to boot. After placing an order worth north of 4K, I was told that there are some items on special order and that it would take about ten days to arrive. Four weeks later the items never arrived and their phone never answers. When I personally went to ask where my order was, the answer was a non-interested "we'll call you when the order arrives". I don't recommend this place at all ... They are very understaffed with very limited knowledge. It's a shame that for such a beautiful place they have such bad representation. read more

I made an appointment with Mohammad to design a back splash for my kitchen. He was right on time and listened to my ideas while explaining some other possibilities. We came up with a wonderful design for my kitchen. I would highly recommend this free service and the professional help he provides! read more

I visited Floor and Decor as I heard about it from my sister, who did some research and found tile for an amazing price, albeit an hour away from our home. My husband and I drove out to pick up some pieces we liked, but the mosaic we also liked was not in stock. They told us their next delivery would be that upcoming Monday and to go ahead and order it online for Monday pickup. We did just that. Monday came and we drove that night to pickup our order (after receiving an email confirmation that it was ready) and they loaded it up into our car. The next day, my tile guy was installing and noticed one of the boxes (of 3) was the wrong mosaic. I am pregnant...and with my hormones, was livid. We were on a crunch time to complete the bathroom renovation and this store was an hour away!!!! I called Floor & Decor, only to have a worker there named Ben, apologize for the inconvenience and personally deliver the correct mosaic to our home (did I mention over an hour away). Cool, I needed that. I was not ready to drive allllll the way back to the store. As I was not personally home, and while Ben was swapping the boxes of tile outside my home, my tile guy stepped outside and spoke with him. Apparently, we needed more tile on top of our original order. Ben mentioned to him to have me go ahead and order the pieces online, and he could probably drop them off on his way home the next day. Our exit, although an hour away from the store, was on his way so he did not mind. I ordered the pieces that night. After I received a confirmation that my order was ready for pickup the next day, I figured I'd give Ben 24 hours. The following day, I still did not hear the doorbell ring and decided that Ben probably could not make it in time for our crunched schedule. I got in the car, ready for the hour drive to pickup the extra tile, pulled out of my garage, only to see the extra tile I ordered sitting on my doorstep. Um....WOW. If that isn't amazing customer care, appreciation, and service, I don't know what is. Thank you, Ben, for saving us time (and the trip to the store) on our project. While my situation is contained and not available to everyone, it shows the appreciation of customer satisfaction that this particular store possessed, no matter how big or small a project. Thank you, Floor and Decor- I will be a returning customer ANYDAY!!!!! You guys ROCK!!!!! read more

Worked with the wonderful Ken as we designed and made tile selections for our master bathroom remodel. Ken was very patient and knowledgeable, explaining the various materials and price options, staying on well past the start of his scheduled break time to help us in our design and configuration. (We only incidentally learned that he was due to be on break when one of his colleagues inquired when he might be taking it.) At no time did he press us to hurry up, and actually helped us through the whole checkout process, as well as arranging delivery. The store selection is also quite extensive with very good prices. Overall. the selection and especially the awesome service make Floor and Decor and excellent choice/destination when shopping for tiles, wood flooring and other related materials. read more

Trying to find ideas for my bathroom design. Ashlyn, one of the sale person was very helpful and knowkedgable. She provided many design ideas and educated me the different type of designs and materials. I recommend this place and thankful to Ashlyn for her help. Very much appreciate it. read more

I would like to personally thank Tracie Skipper (Design Specialist) at Floor & Decor (Woodbridge,Va) for the best experience ever. I would highly recommend her assistance. She was by my side the whole time, making sure I was satisfied. I loved her customer service and she was truly passionate about her job.. Thank u so much!! read more

I am very pleased with the help and service we received from Floor & Decor during our recent master bath remodel. In particular, I want to to give a shout out to Tracie, their design assistant, who helped me every step of the way in our process. All employees are kind and helpful and when we had a glitch the manager made every effort to fix it, and it was fixed. Excellent customer service. I love that you can return unused tile, even if ordered. I would definitely use this store again. read more

If you are going to this business to get tiles and/or supplies you might be fine as long as you do not expect any customer service. It does not exist. read more

Extremely rude cashier. Went in to buy a few tiles at this store and the cashier was extremely rude. Was reading a paper while I was paying. When asked her while she's reading a paper in front of her face, she was even more rude. Asked to talk to the manager and she was still arguing and talking back while I was talking to the manager, Louis. Never been treated so disrespectfully in a store. This individual should not be working behind a cashier because obviously she does not know how to treat or talk to customers. read more

BUYER BEWARE!!! HORRIBLE HORRIBLE HORRIBLE Woodbridge, VA store!! ! Let My emotions get the best and bought wood flooring solely because I liked it and was in my price range. Zero customer service along ANY part of the process. Online order status update doesn't accurately indicate status and the wait time to talk to "customer care" is 45 min to over an hour. My order was to take up to 2weeks to come in and I was going on week 5 with ZERO notification from store. When I could stay on hold long enough to reached customer care (this day was 45min-earlier attempts were 60 - 75min), Benjamin told me my order was unable to Be fulfilled and the store was to have notified me. Customer Care put us on a 3-way call to store to cancel my order where we were put on hold 2 separate times for 15min. While customer care was on the line, Store Manager told us my order would be cancelled and my $4500 would be refunded. We hung up and I called the store back (which was another LONG hold time) because I didn't get a confirmation Number or transaction # or Name and when I said I wanted confirmation of the transaction, Manager said she Personally did it and hung up on me! I went to the returns @store and did get a reprinted receipt confirming the cancellation and now have to wait 5-7 business days to get my $4500 back that they've been using for over a month! I Have NEVER written a review and have had less than optimal customer service but this by FAR has been off the charts unacceptable! I will tell Everyone I know about my experience and this company will NEVER be an option! read more

This store had me frustrated and ready to stop using them. I was in the store only to get a Rubi blade when I met Dayna. She was having what appeared to be an informal discussion with two employees who were describing problems they were encountering in the store. I stuck my two cents into the conversation adding to the issues the employees were describing. Dayna listened and explained her new position in the store as Pro Mgr. She encouraged me to reach out to her for anything I might need and gave me her card. A few months later I needed a product that only F&D carries so I went in and found Dayna. She was great in every way, extremely accommodating and thorough. Totally changed my view of F&D. The order process was seamless and I expect the pickup to be the same. Dayna appears to be just what this store needed. read more

I purchased 33 boxes of tile online and had it shipped to the Potomac Mills store. It was too heavy for my car, so I only took 5 boxes, and was told I could get delivery for the other 28 boxes. When I got home with the 5 boxes I called the store about delivery, and was told that it was $150 (reasonable enough) but that I have to make the 60 mile round trip back to show them my credit card before they will do it. Even though I just paid $1,500 for tile with that same credit card. They say that they do not have secure systems to take credit cards over the phone. And apparently, this is true of every Floor & Decor. Just a ridiculous system. They can keep their tile. read more

I purchased two types of natural stone tile, grout, and other supplies from Floor & Decor after checking out a bunch of other independent and chain tile stores. Numerous sales workers I spoke to actually recommended that I come to Floor & Decor rather than order through them to get a better deal! I am so happy I did because I had a great experience due to the wide selection, good prices, and helpful staff. The staff were so helpful, in fact, that I got a crazy discount on one of the sets of tiles because it was a closeout. I needed quite a lot of it and they gave me a big discount to take it all so they could make room for something else. They were super patient while I was making up my mind about whether to go with that style or not, they searched all over the store looking for the full inventory of the stone, and then helped me load it into my car. Lastly, they have a great return policy, which I used twice because I bought more of a couple items than I needed. I highly recommend this store for tile projects. read more

We love Floor & Decor. We have been rebuilding our home after a tornado, and we have found all our tile at Floor & Decor. It can be overwhelming when you first go to the store - the selection is huge! I had to exchange a bunch of boxes of tile tonight and was worried about carrying it all by myself. Andy and Calvin were awesome and made this trip to the store my best yet. Andy brought a cart and loaded all the tile to exchange. He asked what I needed instead and he soon returned with a cart full of the tile I needed! When I told him I needed to pick out some more things, he showed me where to go and said he would call and have someone help me. When I got to the back of the store, Calvin immediately came and asked if he could help. (Andy hadn't even called him yet) He loaded the 50 lb bags I needed and asked what else was on my list. He showed me the other items and explained the different types of trim strips and how they should be used. He even took me to see some displays to show me the different trim types actually installed with tile. Calvin helped me get everything to the front to check out. Andy had already taken care of my return and Calvin brought everything out to the car and loaded it for me. Customer service tonight was amazing and very appreciated since I was by myself. Andy and Calvin are top notch! read more

If you are a mom and pop homeowner doing a weekend project, this place is great. Good prices, nice selection. However, if you are a pro, doing large projects that take a long time to complete, they are not flexible with their returns for excess flooring. We recently had a very large project, purchased 50k in flooring from Floor & Decor, told the manager this was a slow project and we needed to be able to return our extras. The manager said they would be flexible with their return deadline because of the size of the orders, but when we came back at the end of the project, that manager was long gone, and the new manager wouldn't give us our money back on the excess materials. It put us in a real bind financially. If you are a pro that needs a company that will work with you on large projects, go somewhere else. read more

I have been to floor and decor to buy Timberclick and Rustic Oak Hardwood floors. I'd like to first comment on their customer service, which I have found OUTSTANDING. Employees are eager to assist and seem to enjoy working there. The managers there are very nice and helpful as well. I originally bought some leftover Timberclick, but changed my mind and found a different color I liked and they exchanged it for me no problem. THEN, I bought too much and it was just outside their return window and they took the extra boxes back no problem. In that same trip, i bought 8 boxes of Rustic Oak Solid Hardwood 2 1/4. I can't find anywhere to review these products so I will do it here. Highly recommend the Timberclick if you are looking to install a floating floor. Solid hardwood that floats and can be installed in a basement? Awesome! Looks awesome. Recommend laying additional underlayment under it so it won't have that hollow sound (got some recycled underlayment from HD). The flooring lays really easily, just use a taping bar/block and it will go in smoothly. Great for laying on a concrete subfloor. Now, for the rustic oak hardwood. This is my first time installing nail down hardwood, so I don't know how things are supposed to be, but I had A LOT of warped boards, many of them I had to set aside and figure out where the warping would start so I could cut that piece. If you are patient, you can use these as end pieces to limit your waste. For the boards that were bent, I just kneeled on it and hammered the pieces in. Actually, I had to hammer all the pieces in by hand with a block and mallet, then nail them in with the manual nailer. Very time consuming and tedious, but in the end I didn't have too much waste. Also, there were a number of pieces that were very dark, even black, so I used those pieces in the closet so it was fine. In the end, the floor looks great, but it took a lot of time and patience and care to make it look like that. If you are paying someone to install, make sure they are meticulous or it could come out looking like crap. So, for the rustic oak, if you don't mind ALOT of variation in the colors, then go for it. Just be prepared to take the time to make the pieces work. Had a few pieces with broken tongues, but again, I set them aside and used them against the wall as the last row. So, to sum up, will continue to go to floor and decor to get hardwood because of their excellent prices and superior customer service. As for the products, you get what you pay for, so if you are expecting the hardwood to have the same standard as $7 sqft flooring, you will be disappointed. :-) Overall though, it was pretty good and I would will go back to get more. read more

Terrible service and nobody told me I would not receive a warranty on my hardwood even though I could have purchased it else where with the warranty intact. I guess you pay for what you get. read more

Why would a store sell laminate and not carry the trim molding pieces? I had to special order stair nosing and t-molding separate. I had to pay shipping and an additional vendor fee? Total for a stair nosing and t-molding came to nearly $100. This will probably be my last purchase from Floor and Décor. read more

A young friend recently purchased about $2500.00 worth of flooring from Floor & Decor. They loaded about a pallet and a half into my truck and sent me on my way. Unfortunately three of the boxes were lost in transit. My wife returned to the store and expressed her concern that the employee who loaded the merchandise into the truck made no effort to secure it. She spoke to the manager (Matt) who was a genuine "stand up guy". He very generously agreed to replace the lost flooring. He certainly was not obligated to do so. I anticipate installing a hardwood floor in my entire house and will absolutely return to Floor Decor to purchase my flooring. It is so refreshing to find a business willing to go that extra mile to make a customer happy. read more

Been here several times a couple of times my husband and I were there for a couple of hours. Customer service was beyond a doubt wonderful. I saw in one review how good Archie was. Yes he is my husbands go to man. But I we also had other guys who should of clocked out for lunch and another guy who worked passed his clock out time without us even knowing to help us. From two customers who didn't know anything about remodeling a bathroom definitely took the time to help.this is definitely our go to store whenever we do projects from now on read more

Great options, but more importantly, excellent customer service. When you are fixing up your house, it's important to know that you can trust your suppliers. Our new bathroom looks fantastic and a potentially stressful mixup with the marble was easily resolved thanks to the friendly and customer centric service exhibited by one of the managers - Michael. We will be coming back. read more

Great customer service in store, on the phone with questions, and even their customer service line. I've had many questions and I've received a lot of help from many employees throughout the process. Ben certainly knows his stuff! Very clear and knowledgeable on laminate and wood floors. Thanks for helping this newbie :) read more