Floor & Decor — Attraction in Gaithersburg

I went to the store and notice a San Juan Deco tile that I wanted but it wasn't in the store. When I spoke to someone about the next time it would come in I was told it would take months to receive and there was a long list of other customers waiting for this tile and so I ordered it online, (per the employees recommendation to guarantee I would get it) to ship to the store for the ridiculous price of $140 whether it was one box or 100 boxes. When I went to pick up the tile five days later they had 20 boxes at the store. I was then told to just pick up my delivery and their ecommerce team would return the shipping money. Well, they didn't and since I picked up the order I can't get refunded for the store to store shipment so they lied to me at the store. When I called to ask about returning the tile, I have to drop it off at the store, have it processed, wait for it to be received by ecommerce, then call ecommerce to have my merchandise refunded, but again, not the store to store shipment fee. The online ordering people gave me the excuse that they have no idea how many boxes will end up at a store yet they can tell me how many people were waiting for a normal shipment at the store. That makes no sense. If the store needs 200 boxes of an order, which the company can see, how would you not know what to ship? You have eyes for the orders, but not for the shipment of product? So I will be returning everything and no longer working with your stores on top of now wasting more of time to drop it off myself, call the online people days later and have my return fulfilled, minus $140. Absolutely the most ridiculous process I've ever had to deal with. I was really excited to have a place close by to complete my home renovation for the entire house and you really left a sour sour taste...

For the past year I recommended this place to my clients for a more budget alternative. In concept this place is great: huge selection, great prices and the store layouts are right on. But due to the employees, customer service, point of sale equipment and management the execution is horrible.

I usually have my clients order everything online and pick it up for them, which means when I show up its on a pallet, shrink wrapped and ready to get fork lifter into my truck. That sounds great and all, and really should be quite easy to pull off. But 4 out of my last 7 trips have had either completely different tile mixed in, noticeably broken tile (scrap pieces just thrown in) , different color grout and missing items altogether.

The issue that finally tipped it over for me just happened. I picked up an order for my client on Wednesday , drove over an hr away and unloaded it. Right in the middle of the shrink wrapped stacks of tile was 14 out of 28 tile for the shower floor. Upon realizing it we called numerous time and as always its nigh impossible to talk to anyone and when you do they tell you they are either busy or will call you back later(few ever do)

Finally upon reaching someone they told us they would send it out Fed Ex (over night) and it should be received Thursday with Friday being the latest. Saturday morning my client finally reaches someone on the found and they find the tile that was supposed to be shipped sitting on a shelf.

Obviously at this point he drove up there(hour+ away) to confront the manager and was told by various people that he was busy. At the end of the day I look like a bad guy to for suggesting this place. From here on out I will be telling everyone how horrible this place...

Floor and Decor has a great selection of products, but the customer service is subpar. I am remodeling my master bathroom and I went to the Alexandria store to pick out tile. When I needed assistance, I had to walk the entire store to find help. So I decided to purchase samples to narrow down my selection. When I chose the tile I wanted, I looked on line for a specific tile and saw that the Alexandria store had it in stock, so immediately after looking on-line I went to the store to purchase. When I got there a salesperson assisted me by looking up the product. When he checked, the inventory reflected 57 pieces in stock -- I only needed 31. He he went to the back and told me that all they have is 14 and he wasn't sure why the inventory reflected 57. He suggested that I go to another store, so he looked to see if the Gaithersburg store had them and they did. I purchased the 14 from the Alexandria store and went on line to purchase the remaining 16 pieces needed from the Gaithersburg store. When placing the order, there was a field for me to put an alternate's name for pickup; I put in my fiancee's name. However, when I got the confirmation, I did not see the info for the alternate. I have called the store numerous times and have not gotten through and I might as well talk to a wall because the on-line chat feature is garbage. To make this already long story short, I'd rather spend my money on quality products AND quality service than drive around the beltway wasting gas to get mediocre service in an effort to save a few bucks. Time is money and I don't have...