Floor & Decor — Attraction in Brookfield

I’ve been in the middle of remodeling some bathrooms in my house & trying to find the best prices to stay in budget. I drove over an hour to come here in late February/early March since we don’t have a shop that offers decent prices for tile & had been offered a great price. Since it was outside my budget we decided to continue looking and because of this I only took a business card from the employee who was extremely helpful and very good to work with.

We eventually decided that the price which was offered was the best we could get (aside from online only stores and returned to go ahead with the purchase but they reneged on their original offer. I had two “managers” tell me two different things. One said the person no longer works here while another said they were relocated to a different store.

They claimed the most they could offer me was a minimal $300 off the purchase when I had originally been offered nearly $450 in savings.

3/20/2024 UPDATE: After communicating with their customer care department, this stores management (managed through the customer cares department) has claimed to have tried to call me to resolve the dispute yet I received no calls. While I don’t question their customer cares departments ability to help mediate disputes I question the organizations claims to have the best customer service when their local stores management make no efforts at resolving issues.

I’ve since asked to be connected to a district manager for resolution at a different location for the original price I was offered during my first visit. We shall see if they make any attempts at resolution and I’ll update this once I’ve actually spoken to someone on the phone.

Update 3/21/2024: I have since been able to get in touch with the original person who has been great to work with. I’d advise against working with this specific location until they make some changes to management. No one ever reached out to me and I had to be the one to reach out to get in touch with the gal I’d worked with. She’s not at this location anymore...

Store has a nice selection, lots of good stuff. I just bought a house and wanted to remodel the kitchen. While shopping for flooring, this place had prices that were very appealing. While I was shopping, the store associates were very helpful. I have never done flooring before, but the associate (I don't remember her name, she was an older lady) made sure I went home with all the proper materials and walked me through how to do it (flooring, padding, rubber hammer, etc). When I decided on the pattern I wanted, the associate asked for the square footage. I gave it to her, and she told me I should buy a few boxes extra due to cutting and errors. That sounded kind of strange to me, but she assured me that's normal practice with floor projects, and that I could return any unused product. The associate told me open all the boxes and sort them by pattern, it helps to create a good stagger and to avoid the same pattern showing next to each other, which would be instantly noticeable every time you walk into the room. Good advice! So here's the BIG problem. I went to the store today with my leftover materials (5 boxes), I enter the store with the pushcart and the front door lady directs me to a register for the return. As I'm walking over a gentleman in a black vest powerwalked over to me and told me, "we don't take returns of any open products." I was floored (pun intended). So I get the store manager's name and head back to my car to reload this crazy heavy bulky flooring. They have a super bumpy textured ramp outside the store, and as I was rolling the cart down it, it tipped and all this flooring exploded onto the parking lot. My anger shot up to 100... anyway, this all could have been avoided. A simple "do this, but just so you know if you open it it can't be returned," would have saved me TONS of trouble. Hence the negative review. Good luck, and if you need some grey vinyl...

I ordered tile on line, and within a day I recieved an email that it shipped. It was going from one store to another, and they are 1 hour apart. I gave them 5 days and called the store, and it had not arrived. The person went to another computer and it had not even shipped. I waited 10 days and then called customer service to cancel the order. I went with another store who was more responsible. I called and was on hold for 35 minutes. The rep answered and I informed them I needed to cancel my tile order. She said I would have to pay shipping because it had already shipped on June 10th. I said you are wrong. She said "I am not wrong. I am telling you what it says here." I said I did not care who was wrong, I should not have to pay for shipping. I had called the store and it hadn't shipped yet as of the 15th. I said the stores are 1 hour away from each other and if it shipped on the 10th, it would have gotten there by now. Heck, someone could have walked it over in a shorter amount of time. She said she would put me on hold and talk to her supervisor. Her supervisor must have been in another building, because I was on hold for 40 more minutes. She got back on the line, and after 1 hour and 15 minutes on the phone, she told me she had called the store and they had sent it to the wrong store. She said "THIS TIME you get your shipping back", like she was doing me a huge favor, rather than apologizing for the mistake her company made, and the fact that I needed to stay on the phone so long to not get screwed by Floor and Decor. I had the feeling I was suppose to give up and hang up. Does Floor and decor give commission on extra money reps can screw...