Floor & Decor — Attraction in Dallas

UPDATE:

In addition to the store's reaction and comment as per below; I also had today (8/20/24) a VM left by the Store Manager who had found my phone number from my prior purchases made from Floor&Decor stores.

i Called him back to the Personal phone number that he had left. Explained him what has happened as per my comment posted below.

He was attentive and caring!

He stated that he'll talk to the person, with whom I had the bac encounter on Saturday; and that I can also come back to select my stone tiles by calling him before, in order, to have team members helping me to do so; as I told him that I lost valuable time of mine and of a contractor that I had brought when the incident happened.

This Store Manager is inline with the professionalism what I was used to see from the Team members of this great company, from which I've been purchasing my tile and stone needs for the last almost 20 years.

An hour later, I had another VM. This time left by the same shift manager with whom I had the bad encounter of Saturday. In his message, he stated that he has talked with the Store Manager and that he's apologizing for what did happen.

Hereby and by this present update note, I also do want to thank them both!

Mistakes can always be made. Important is to have integrity and sens of accountability; which these 2 Gentleman showed to have.

In this line I also pass from the initial 1 star to 3 stars their review.

I'll post an update and will review the stars number, hopefully to increase them, following my next trip to this store.

Had, on Saturday 17 Aug 2024 by 6:00 PM, an unprecedented (contrary to Floor&Decor's usual great standards and helpful and friendly staff) an unpleasant bad encounter with a very lazy self centered young manager who did not care about nor sale and nor respect of client and for sure nor of his company's interest! Already and as the closing was about an hour later when we got in and when seeing me going toward the Stone ( Travertine ) area to select the tiles, he made a remark about closing soon... Then and about 10 to 15 minutes later ( before 6:30 PM and while the closing time is 7:00 PM) he was on our back and started bybsaying that we can not select the tiles (as we were doing so due to some night and day variance in color with some light creamy milky shade and light violet pretty shade and other of the same batch or row with a kind of dark olive color and some of both having side or corner damages.. ) . I told him that I'm paying for and have the full right to select correct and blending match! To which he said that I can't. I Askef him to have his manager to which he answered arrogantly and with a low capacity of digesting his position that he's the manager! I Asked him the name of head manager to which he responded hardly and kind of reluctant ly by giving a Cheston name. In view of his lack of professionalism and correct beavior, I Told him that for sure this good company was going to lost a client and that I'll post a review about him! To which he answered that he don't care and that I can do as I wish and that why I don't leave? Which...

Disappointed with the product sold and their customer service team.

One year ago I purchased “waterproof luxury vinyl” flooring from this company and had it installed by a third party installer that advertises and HAS A TABLE SET UP WITHIN THE FLOOR AND DECOR STORE WITH THEIR OWN REPRESENTATIVE. (Obviously allowed by F&D.) (the installation company is called “Installation Made Easy”)

Note: I had my entire house refloored, we’re talking nearly 2k square feet. Bedrooms, bathrooms, closets, halls, laundry. All done with this WATERPROOF luxury vinyl flooring.

Skipping ahead to now (a little over one year later) and the flooring in what anyone would consider “wet zones” is warped. The areas where water could splash onto the floor (and is diligently wiped up) has bowed and separated from the other slats.

We NEVER let water sit on our floors, even knowing this was supposed to be WATERPROOF LUXURY VINYL we were still careful enough to wipe everything up if anything spilled/splashed/etc.

It’s gotten so bad we could stub a toe on the planks they are so warped. I’m beyond devastated by the current look of our floors.

We reached out to the customer service team to get an inspection done and to have our floors replaced due to what ANY REASONABLE AND LOGICAL PERSON would consider a factory defect of the flooring. AGAIN IT’S MEANT TO BE WATERPROOF.

It took a month for them to send an inspector, we contacted them in October 2024 - inspectors finally came out in November 2024. And then it took them nearly three months of playing phone tag to then be told in January 2025 that it’s essentially not their problem and the the company who installed this flooring - who works and advertises within this location - did it wrong.

How then is it only the “wet zone” rooms that are the problem. Shouldn’t the entire house be warping?! The rest of the house is perfectly fine!

The only thing floor and decor offered us is to get our own inspection done and fight them on their decision! What!??

So I spent thousands of dollars with this company on subpar “luxury” flooring and another chunk of money paying for installation with people they partnered with (and F&D threw under the bus) to be told by F&D “sue us if you care enough… is our installation partners fault”

I’m so disappointed by this outcome.

Beware of their NUCORE waterproof flooring!

I would never buy from this company again. In order to truly resolve my issue I will have to pay for 2k sq foot of a different flooring to pull out this terrible defective floor and put something actually waterproof in.

Oh and if you are anyone from “Installation Made Easy”, just know that Floor and Decor do not respect you or your work and I would rethink your partnership with them considering you are bringing them business by helping them sell flooring. They said the warping is your fault and you did not install the flooring correctly.

I will not be returning to this store and I’m making sure to share this review with as many people as possible.

Please feel free to review my photos and video to see how terrible the warping of my factory...

If I would have the chance to give 10 STARS to a single business, I would give it to Floor & Decor's Dallas store - not because of the great inventory or prices, but because of the wonderful people working there, like Raymond.

When I was at the Floor & Decor to choose a porcelain tile for my project, a young man approached me and asked if I am looking for a tile installer. I couldn't say no, for two reasons, first, I am a terrible liar, and second, I simply needed a tile installer. I chose the tile and went to the construction chemicals section, and there I met with Raymond. He helped me a lot when it comes to choosing the right thin-set and grout. He also figured out that the tile installer that I chose is not very capable.

When the guys started the job, I realized that they are terrible. I went to the Floor & Decor store the next day, found Raymond, and gave him some details about the progress. He said he wants to come with me to the job site, which is actually 25 miles from the store. He followed me with his truck.

At the job site, he gave some very valuable instructions to the installers and his guidance literally prevented a "disaster". The installers however were so incapable and dishonest that they had to quit the job without finishing it. When all of these were happening, Raymond called me at least once a day to learn about the progress.

When he learned that the guys left the project, he contacted one of the installers in his network - Santos Flooring, Fernando Santos - and that the experience that I had with Fernando made me forget all of the bad experiences that I had with previous installers. They made high-quality insulation on a challenging, uneven surface!

I learned a lot of lessons from this experience. What makes a company great is not its assets, brand value, products, location, or prices - it is actually the employees, and especially those that proactively take leadership roles in customers' journey with the business, from start to finish.

Raymond, thanks again! Floor & Decor earned a...