Floor & Decor — Attraction in Burlingame

Ordered stair noses months ago. Totally ok with the long wait, given the lumber shortages. Not ok with the incredibly poor communication from this store. Many times I would call and be put on hold for at least 20 minutes or no one would pick up. Weeks after the order was expected to arrive, we go to the store to get an update. First person I speak to, Lili, looks up the order at the front desk, quickly closes the screen and tells us to head to the pro premier service desk. No explanation for why she couldn’t help us there, I had to ask about this. She clarified that we’ll need more attention and that she couldn’t leave her post. We go to premier services… no one manning the desk. We wander the store for help at this desk. Person we find insists that we need to check in with pro services to get help… can’t check in if no one is manning the deck. She looks up the order and tells us it still hasn’t arrived and that someone to will call us when it does. We ask for additional information — what’s the delay? why hasn’t anyone updated us? What’s the new expected delivery date? She takes a closer look and realizes that the order DID in fact arrive and was accidentally placed on hold and put somewhere in the store. No explanation for why this happened. No apology for this happening. What ridiculousness is this?? Get it...

Zero Customer Service and Unfriendly Staff who were not willing to help. I had a terrible experience trying to purchase a bathroom vanity from the Burlingame store of Floor & Decor. For the first staff, Lily, whom we sought assistance to get more info about a vanity set, her immediate response was that she wasn't in charge of that department and called another staff, Gina. In the course of waiting for Gina to show up, Lily was aimlessly strolling in the bathroom session of the store and did not bother to check if there was any basic question she could help. Upon Gina's arrival, she slipped away. Gina turned out to be even more rude. When I showed her the model that I found online, her immediate response was that they didn't have it on the floor. Upon further inquiry, she changed her pitch to that model, being in the design series, would take easily 8 - 12 weeks to order. When I showed her that the website indicated that there were 3 in stock in the Burlingame store, Gina brushed me off suggesting that I could order online and she couldn't guarantee that they had it, and worst came to worst, I could process a refund online... Is this the standard that Floor & Decor holds in treating...

Everyone in this location seems miserable and rude. Except for "kamisha" she is very friendly and makes the perfect example of great customer service. We decided to pick up some base boards and when the guy loaded them, we noticed many of them were chipped and very damaged. We immediately brought that to "David Vargas" attention. He didn't even acknowledge our concerns and began unloading them back off of our truck. I was inspecting one myself and showing him the damages, when he simply continued to pull the rest of the base boards off and ignored us. He told us we could just pick them out ourselves and went inside. We assumed he would tell us where we can pick them out (whether in the back or inside the store)...but he totally ignored us and just left us there. He came back to get a drink and when we said "excuse me" he said "so are you guys gonna go pick them out of what"

In shock of his negligent response, decided to just return everything.

Horrible experience...not to mention the rude Asian woman talking to another customer in a very condescending way during checkout.

I really love home and decor, but employees like those should not be hired to represent this store. It gives...