Floor & Decor — Attraction in East San Gabriel

we have been ordering multiple items from floor and decor because we are doing several remodels in our new home.

we are moving from glendale to san diego and my husbands phone defaults to the san gabriel store every time even when i try to set the san diego as the home store. i thought at first it was based on gps data, but it does it even when we are in san diego.

anyway, he had accidentally placed 2 online orders for pickup at the san gabriel store and didn’t realize until our contractor went to pick up in san diego. when he got there we asked if the order could be transferred and ahead of time said “no” because they have “a different system.”. our contractor paid out of pocket to get the items he needed.

my husband called the online customer service and attempted to have them refunded. she said she was unable because the product was being transferred. umm, i was told it couldn’t be transferred. she also said there would be a restocking fee.

my husband was upset and hung up the phone.

the next day i went to the san gabriel store in person on my way to the san diego home. i walked in the door and was IMMEDIATELY greeted by about 5 employees (by far unheard of in any retail establishment nowadays. i was asked if i could be helped and Roy stepped up and listened to my ordeal.

Roy looked up my husbands info and located the 2 orders and immediately canceled and refunded the credit card used in the transactions. i was there for maybe about 5-10 minutes and every response was about what needed to be done with receipt verification of completion.

as i was leaving i asked Roy who the manager was. Roy said he was customer service front end supervisor? (i’m honestly not sure what exact title was) i asked who the store manager was and he said Brent Russell. i asked to speak directly to him but he was at lunch.

Needless to say i had to drive 20 miles out of my way to take care of this, but the experience was worth it. i would generally like to commend this store and its workers for creating such a pleasant and friendly atmosphere. i hope san diego (sherman way location) steps up to this level.

Brent, i hope you see this personally, and even though you know you have a good team, it’s always nice to have your customer base validate it!

(and to Jim with the travertine tile. if you looked up the characteristics of travertine like the one you chose you would understand that it comes with high variation and it’s up to the installer to piece together pieces that fit together better, or go with a larger sized tile for larger more consistent coverage, some tiles also use lot numbers to coordinate tiles from same groupings to...

Please review attached photos of actual travertine tile as installed, and the response from Floor and Decor to my complaints, before buying anything from Floor and Decor! Floor tile of such poor quality should never have been sold to a customer, and as you will see below, their corporate policies shift the responsibility of product quality control to the customer.

I am remodeling a house I purchased earlier this year and wanted to use real stone for the kitchen floor. I trusted the display in the Floor and Decor in San Gabriel which looked good. I spent almost $3000 on tile, grout, and mortar. Note the terrible quality of the travertine floor tiles purchased from Floor and Decor. We started to notice the inconsistency during installation, but we were on a tight schedule so so my tile guy tried to put the best pieces in center areas, and some of the worst pieces where they would not be seen. But the inconsistency of the tile finish was ultimately just too poor to make it look acceptable.

I went back to the store and the manager just said “It’s natural stone, there is always variation. And we can’t do anything here at the store, so you will have to contact corporate.” I sent their Product Resolution Team many images, receipts, etc. Here is their actual response. Note that this was via email, and that no one ever called me - thus the entire product resolution process was highly impersonal. “Installed flooring can not be returned and or exchanged or refunded. Therefore, it is with regret that your case has been denied.”

Note that Floor and Decor policies require you to inspect every single piece of tile before installing, and since I purchased 250 pieces of heavy 16"x16" stone tile this was clearly unreasonable. Floor and Decor should have never sold tile of this terrible quality, and then expect the customer to be responsible for quality control. Be warned before purchasing a Floor and Decor product that you will have to inspect every single piece of tile, and that the quality of the natural stone tile they sell is atrocious.

UPDATE: Also please note below the laughably impersonal and bureaucratic reply below, received from Floor and Decor to my review. This is exactly the type of unconcerned corporate response I initially received from their "Product Resolution Team". Both responses could have been produced by a bot. (And perhaps were. - lol)

Don't expect any personal attention if you have any problems after the sale at Floor and Decor. Remember what your Grandma taught you - "you get what you pay for". You pay less at Floor and Decor for...

Ok, so i places an order online the day before for order pick up. This was the first time I have ever ordered anything from floor and decor. First let me say that I went to the store to try and purchase a tool and unfortunately I didn't find anyone who could help me which is why I left and placed my order online instead for store pick up. Well, let's go to the next day which is today 11/07/2022. Since I buy from the home Depot alot I was expecting to get an email early morning letting me know that my items were ready for pick up, unfortunately I never received an email in the morning, again I'm not sure how floor and decor do their online orders, so I called around 10:45am and waited for 4 minutes with the phone just ringing and no one answering. I then said OK I'll just wait a couple more hours and see what happens. Fast forward to around 2:41pm, I finally got someone on the phone and told them about my order and apparently no one had filled that order and didn't know I wanted today which was scheduled for next day pick up. About an hour later I finally got an email letting me know that my order was ready for pick up. I show up to the store and didn't know where I had to go for order pick up. Turns out you just approach a cashier and you get assisted there. I didn't know that, however the person who assisted me was very polite and found my order in the back of the warehouse and came out in less then Two minutes and gave me my order. The 3 stars is for the overall experience I got here. Fortunately for me I won't have to ever come back to this store as the only reason I came here was because I received a giftcard for my birthday to buy a tool. Tools are also very limited, I wish they would sell a wider variety of tools not just stuff for tile. Anyways that's my honest experience today with thw San Gabriel Floor And Decor store. Thanks for reading...