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The Floor Store

4.1 (162 reviews)
Closed 11:00 am - 5:30 pm

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Carpet installation

Floor installation

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The wall was hit. It's a metal piece inside so we aren't sure how to replace this. But the crack goes up the wall.

We had floors installed in early to mid April 2025. We returned 5 boxes of materials at the time the floors were finished and have since called Tom the store manager 7 if not 8 times to ask what the credit was and when we would be refunded the money. We chose the Floor Store over a competitor down the street as they not only guaranteed their work for life for the original owner but also said they refunded extra materials and the price point was affordable. It's July 8, and in the last 5 days we were told once again that Tom is working on it and it's "hard to get the store to credit." Not only that but we had a follow up appointment scheduled today to put in new transition pieces as the ones installed are orange. The manufacturer apparently doesn't match the wood well and the new pieces are still orange in comparison to the sandy beige floors. It took Tom 5 weeks from the April install date to bring us new transition pieces and we were still not happy as they are orange. And then waited to get the appt today and the installer said he couldn't put the transition pieces in today and needed to reschedule as Tom did not bring the correct pieces let alone he didn't have tools to cut the wood! Then there's a piece in our bathroom that already separated and Tom said the installer would fix it today. Nope, he said he didn't put the floors in himself and we needed "the original installer" to come back to fix his work since that's guaranteed. it's unbelievable. The price was lower than the competitor but this is what you get. - update: I got a hold of the District manager over Tom who works in another store and from there Jennifer T. The install manager helped. By end of day we received the credit for materials returned in April and a credit for the inconvenience. We are just waiting for the original install guy to come out with new transition pieces to see if we can find a more neutral looking transition pieces into our bathrooms. The pieces are supposed to compliment not match...Tom had the nerve to email us at the end of day and say "not my usual style." And tried to say the inconvenience credit they gave us was his idea, doubt it. It took me 10 phone calls to get Jennifer and she was great, I'm betting she's the reason we got the credit. Tom didn't try to help us in 3 months time. Also turns out none of the credited materials were logged in the system in April and our reorder of transition pieces that took 5 weeks weren't logged and never ordered. And why send the guy today to install knowing he wasn't the original guy!!! Who doesn't bring tools to a job?! It was a waste of our time. Plus Tom didn't use the system to schedule the appointment and just told us this guy would show up. Apparently that's not how it works either. Weird, right? I still don't understand how they guarantee the work for lifetime but it's just the person that put the floors in? What if he quits, who comes out to do the job, Jennifer didn't answer that and that is not disclosed anywhere else. That makes no sense. I added photos of the issues we noticed after the job was done. There is a baseboard they cut and put back up in the living room that's noticeable where it was a mistake there's a chunk out of the wood. And they put a hole in the wall that isn't easy to fix, there's metal in the wall and it cracked the plaster up the pony wall by the staircase. And sadly in the main walkway in the living room they didn't mix the pattern and put 5 boards with the same print next to one another and I see it every day. It's strange looking and in the most noticeable place. These are things we noticed after we signed off the work order. The install in April had some trouble with their time frame, miscommunication, didn't show for a day and on day 1 showed up an hour and a half late and then took a lunch an hour later!! Then they tried to leave at 2 for the day while my floors were sub floor and they were going to the dump and home. They admitted they didn't bring enough material and had no intention of laying the bedroom floor on day 1- which is what Tom told us. We had to call Tom to have their boss call and tell them they needed to get the bedroom done before they left that day. We had no where to sleep, nails were everywhere and it was a subfloor. We have a dog so it's not like we could walk on the floor. It was so bizarre. They said their time frame was not what Tom had promised us... the install was 4-5 days but took 7.

a staircase in a home

We've been in desperate need of new floors on our first floor and stairs. Chris Gibson was great at listening to what our needs were and what was important to us. He gave us several options and was great about steering us in the direction based on what we needed. The installers, Luis and Mark, were fantastic. They worked hard on the demolition of our old floors. They were good at communicating through the whole process. Luis took his time to ensure the bullnose and risers lined up and look beautiful. The end product is better than we had imagined. Highly recommend The Floor Store!!!

Brushed Ivory carpet goes so well with the Cape May Cobblestone color we just had painted on our walls.
Eileen Marie A.

Thanks again Floor Store for the help we needed from start to finish.our brushed ivory color carpet with the nice pattern is just what we needed to go perfectly with the grey wall color. Thank you Chris Lyon from the San Rafael Floor store; you knew exactly what color and kind of carpet we needed! The Floor Store had a great deal as well.

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6 months ago

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3 months ago

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7 months ago

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7 months ago

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5 months ago

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1 year ago

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11 months ago

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9 months ago

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11 months ago

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2 years ago

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2 years ago

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2 years ago

The new counters look great and the Floor Store fixed some minor cosmetic issues. I'm very happy with the finished product.

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3 years ago

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4 years ago

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3 years ago

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3 years ago

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Thank you for your kind feedback, Chris. We appreciate your business!

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7 years ago

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5 years ago

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3 years ago

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4 years ago

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10 years ago

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Ask the Community - The Floor Store

Review Highlights - The Floor Store

The sales person Chris was very helpful and we were able to bring a bunch of samples home to think about.

Mentioned in 42 reviews

Read more highlights

Rafael Floors - Abbey Carpet - Upgrade your floors with COREtec vinyl planks from Rafael Floors!

Rafael Floors - Abbey Carpet

(145 reviews)

I found out about Rafael Floors from the great reviews they have. I was looking for carpet in my 3…read morebedrooms and hallway of my condo. I looked at a few places that didn't cut it. When I went to Rafael Floors and spoke with Robert Gomez, I was really impressed with his knowledge about flooring and carpeting. It was obvious he had decades of experience. I told him what I was looking for, and he answered a bunch of questions I had about carpet, quality, and the selection. I went home with several samples to check out how they looked in the different light throughout the day. After looking at the samples in my place for a week, I found the perfect carpet and color I wanted. Robert came over for measurements and an estimate. Everything had gone smoothly and professional to this point where in other places there were flags that would stop me cold, and I would stop the process and move on. The whole selection and purchase process with Robert went smoothly, and they were ready to install the carpet before I was because I had some painting that needed to be done, and I had to delay them several times. When I was finally ready, Juan and Douglas arrived on time to install the carpet. It was a two-day process, and I was really impressed how methodical they were. It was like they were putting together a puzzle they were really familiar with and each part was being sized and put in its place. I later found out that Rafael Floors has a lengthy training process for their installers that takes years. It starts with a 5-year apprentice program where they work under a journeyman installer before they can go out to install a carpet. Juan described to me what a momentous and serious occasion it was after 5 years to finally have a project of his own and being responsible for all the materials and making the customer happy. They did a perfect job and I was one happy customer. That was 3 months ago and I wanted to be sure that others would see my review like I saw others' so they would know what I know about Rafael Floors. Thanks Robert, Juan, Douglas, Arturo (master installer), and Kim!

Best flooring store in the Bay Area. Had a wonderful experience working with Steve Villa. Had…read moremultiple surfaces - LVP, Carpet and linoleum to cover. He has it all, and helped me to narrow down what was best for my home. I am so happy. Steve and his team did an outstanding job. Won't go anywhere else - also feels good to shop local and support such a great crew of people.

Floortex Design - San Rafael

Floortex Design - San Rafael

(14 reviews)

The store has a great selection but I found the sales staff completely unhelpful and rude. The…read morefirst person told me they couldn't tell me any prices, the second salesperson disappeared for 15 minutes and couldn't direct me to the price point I needed. I then called the next day and the man on the phone seemed bothered by my call. When I inquired about prices for 'Naturally Aged' flooring he told me he didn't know. So I asked if he could please call the vendor and he said yes but whatever the price was, expect it to increase. Why have items on display that you don't want to sell? Why be a salesperson if you don't like helping people? They won't be getting my business.

I wanted to re-do the flooring in my condo here in Petaluma and Floortex was a great partner to me…read moreevery step of the way! I appreciate that Floortex has experience working with HOA rules and was able to easily provide me with the expert advice and paperwork I needed to meet the acoustical requiements set by my building. I needed both LVP and carpet done and I loved the selection available in the showroom, which allowed me to browse a variety of price points and check out samples to bring home. The install techs were friendly and super professional and provided me with a high level of customer service throughout the install process. I found Floortex much easier to work with than other flooring stores, and I vetted several in Marin/Sonoma. They treated me with respect throughout the process and made me feel comfortable tackling a big home project. I'd recommend Floortex to anyone!

The Floor Store - flooring - Updated May 2026

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