The manager, James, was really helpful! My family came several months ago and I could see he was very busy. James dropped what he was doing to help us make the right choice for our backsplash, grout, and trim. Another time, we came up to pick up oak flooring for our customer and James, the other associates and cashiers were so friendly and willing to help us order and load the flooring. Floor & Decor is our go-to store now.
Came by to make a return of some boxes today. The young lady in the front who was amazing to me was looking for someone to help me unload these boxes. Everyone seemed tied up and she called for Shane. Shane came up and helped me with it. We went inside and told the young lady not not call him for anything that’s not his department! Which I thought was VERY RUDE! The young lady was only trying to get some help and he was the only one customer free. Management please have a talk with him. He made me feel very uncomfortable when he said that. I spend thousands of dollars at this store!
We purchased 3 countertops. 1 was warped badly and needed to be returned. I called ahead to ensure the store had a replacement available. The manager was very nice. But when I showed up to the store to pick up my replacement, the staff was a hot mess. It took about 45 minutes from start to finish to exchange 1 item. Customers aren't supposed to load the counter tops so I sat at the pro desk area waiting. The young man who unloaded the top said he would be right back with a replacement and never returned. While I sat waiting, I saw several employees checking phones and standing around. The young lady at the pro desk was eating. But everyone was too busy to help me. About 25 minutes pass and I asked a young man if they had forgotten me. He asked what I was waiting on. As it turns out, he brought the top which he called the "8 foot thing" up to the front some time before I asked and just didn't tell anyone. No communication! It was out of my sight in the forklift area so I had no idea. He then had to call someone else to help load. Awful service!
Floor and Decor gets 3 stars for customer service in the store (KD was great to work with) and price of product that I purchased. That's where the good ends. I decided a couple of days after purchase to set up delivery instead of pick up, which I was told I could do with no issues through a simple phone call. Well that's not exactly true. It takes FOREVER to get anyone on the phone who can help you. To make a long story short I finally get delivery all set up with a day of "Tuesday or Wednesday", but they weren't sure at the time. You would think I would get a confirmation at some point of definite delivery day/window. Nope. After not hearing from them, I call to get status of delivery. Again, I wait FOREVER to get someone who can tell me anything (and that's after hanging up a few times after being on hold at least 15-20 minutes each time). The last time I call, they apologize for the wait and told me the manager is coming to the phone soon. When I talk to him, he gives me misinformation about my delivery that I ended up sorting out with the 3rd party delivery service they use in the end. On top of this, my credit card was accidentally charged twice for delivery due to a customer account mix up and I have yet to see the reversal show up. While Floor and Decor has pretty good prices and helpful staff on the floor, they need to do a better job of answering inquires via phone, since they claim that is an option, and communicating with their customers.
Great selection of product.... HOWEVER.... they really should give you a HUGE discount for the sorry incompetence of the people who are supposed to be loading your product. I watched them dump a whole pallet of wood flooring then then just throw it aside blocking the whole entrance/exit for loading. Then I watched them load the guy that came in after me. The only reason I gave them a 2 star rating is because I love the look of the tile I picked out and I love the price... but if you are needing a bunch for a big job which they have to load for you... then you better bring a picnic lunch!! Been waiting an hour and 20 minutes and they only loaded 3 trucks.. still waiting on mine. At this point, I'm not really sure the price is worth the wait or the aggravation of being here. I only needed 20 boxes of tile. Ridiculous!!!!
Store has an awesome selection but you better know what your doing and not have questions or need help because your probably not going to get it. We most likely will shop elsewheee in the future.
Floor Decor is a US General Contractor based in Nashville, Tennessee. Floor Decor is located at 5330 Cane Ridge Rd, Antioch, TN 37013, USA.
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