Floor & Decor — Attraction in Elizabeth

I would have never guessed that looking [desperately] for a backsplash would have led me to write this review for Floor & Decor, but, wow, what an amazing experience I had. I was treated like a friend and like I really mattered by every employee in the store. I had been searching for months for the perfect backsplash tile having sifted through online layouts and other big box stores merchandise. When I came across F&D’s website, I ordered samples of a few options. The samples I had mail-ordered were just not right for my needs. So I returned my samples to Elizabeth’s store. I was very impressed and immediately relieved(!) when I saw the amount of stock they had to consider. I was extremely grateful when I found the “clearance” section as well, realizing I could get a high quality tile for the price I could afford! After my first trip to the store, I narrowed down the two tiles I would consider: a marble tile and a porcelain tile. I first sat down in front of the clearance marble tile (for 2 hours, haha!) making sure I chose two hundred of the proper toned tiles that would be right for my kitchen. I had three employees stop by and ask to assist me and they were all very kind. Jean gave me an even better price on the clearance tiles which meant the world to me. Another employee, a woman, gave me great advice on featuring my kitchen counter which helped me pick my favorite of the two tiles (thank you!). She also gave me wonderful advice on sealing my tiles. Once I finished choosing my tiles, I checked out the grout paper samples in the design section. There was a lovely woman (Brazilian woman) who was very kind the first day I was at the store. She took the time to hand me a grout sample mechanism which helped me envision grout colors next to my tile and that was while she was multi-tasking and assisting another customer! I then pushed my cart over to the grout section where I milled about confused for maybe 30 seconds when Elmer swept in and saved me. Elmer was incredibly helpful, knowledgeable, efficient and a real gem of a person. He guided me towards the grout I needed. He even took the time to look at my tile and my countertop in a photo. He weighed in on the color of grout. He then guided me towards spacers. He showed me what size options were available and helped me choose what was best for me. He then showed me what kind of tool I needed and immediately took me to the mortar. He helped me choose what was cost-effective and efficient for my needs. He helped me push my cart to the checkout, waited with me while purchasing everything and pushed my heavy cart out to my car. He helped me load my car and I was incredibly grateful for the extraordinarily compassionate customer service received. I had to write this review because I felt taken care of when I otherwise would have been LOST and assisted in ways I could have never imagined. I left the store not only excited for my new backsplash which has taken me months to choose, but also high on humanity, an exceedingly rare event when you live in the greater New York City/New Jersey area. The staff in this store are exceptional humans, lovely to the core and the 90s throwback music played was a trip and made sitting with those tiles far more fun!...

I don’t even know where to start. This place is sooooooo unorganized. It is beyond my understanding who runs that place and why is it so awful.

Let me start with paying and ordering. So you’ll be lucky to pay there in less than an hour. They take forever. Cashiers can’t do anything on their own. I think i would be more successful of checking out myself on their computers. It feels like bunch of kids work there. You literally have to deal with a daycare facility.

We had to wait for at least 4 different workers to come over to do certain thing so our order is processed. First they were waiting for a person that will come and check if they have needed product in stock. After he gave us a green light, we filled out a paper with product number and amount of boxes we need. Then, cashier started to logging it in the computer, then he decided that he wants to call a person that checks an inventory again. Mind you, that guy is taking forever to come because he is the only one there. After that he couldn’t understand how that computer works, so he called a manager. Idk, what type of patience you need to go threw this. A customer with two little kids at the register next to us couldn’t do it anymore and start yelling at them. She was there for one hour already. So, finally they processed everything and we start paying. We had to wait for the person that will come and count the money 😭 two people counted the money and it was over. The line after us was huge.

This is not the end of the story. They scheduled a delivery in a week. I took a day off for that. Nobody ever came 😂 or called. The worst part is that we couldn’t reached them for another week. Not by phone, not by emails. Finally they called and said that they can deliver that day.

I’m just don’t know how do I even express my feelings about...

The only reason I am giving 1 star is because the option for 0 starts is not available.

For the last 4 weeks I have called the store almost everyday to inquire about my order. The phone rings and rings. One out of the millions of times i finally got to speak to a floor associate. She could give me no info on my order and promised a manager would call me back that evening. (Of course never got a call)

On 9/21 (after almost 4 weeks) i finally got email confirmation that all of my items were ready for pickup.. My wife went in on 9/22 and the order was not even ready. They told her to wait while they left her by the incomplete order and said they would check on the rest. After 45 min nobody came back.. is this even a real company?

Finally she had to get someone again and they causally told her that it seems our order was re-pulled because of the store's mistake. The associate recommended she just come back another day.. HUH??? # 1 The order was supposed to be ready today and its not. .# 2 We live 45 min away and dont have the bandwidth to just keep coming back hoping for a miracle # 3 Every time we email and call we get NO-ONE. So why would we just keep showing up?

So after 2 hours in the store, my wife talked to the manager. The manager could not give any ETA or when the rest of the tiles would come in. We have been delayed with our contractor now for WEEKS. and we still have no real idea when i our tiles will be available.

If I would have known that this company operated like this i would have NEVER EVER PURCHSED FROM THEM & HAVE GONE THROUGH THIS.

PLEASE AVOID., ITS A TERRIBLY RUN ORGANIZATION. Under-staffed, and they are borderline scamming customers by taking our money for orders but not...