Floor & Decor — Attraction in Leesburg

I began the journey of renovating my home in September. My 84 Lumber representative recommended that I purchase my tile and flooring from Floor & Decor. I spent over four hours in your Leesburg store on my first visit. The employees at this store are consistently professional, helpful, and amazingly friendly. As stressful as renovation projects can be, the employees at this store made my visit relaxing and enjoyable.

Being new at renovations I tended to over purchase the amount of items to ensure that my contractor had everything he needed. The Floor & Decor return policy is implemented so well at this store. Employees are selflessly available to help stack items on carts to return to the store or to place in your vehicle. The cashiers are patient and reassuring as they process your purchases and/or returns no matter how large the order.

On my visit to pick up flooring the employees used a forklift to place the order onto our trailer. As usual the desk representative and the warehouse personnel provided helpful, friendly customer service, explaining the process clearly to ensure that safety and the delivery went smoothly.

Recently I had tried to find transition pieces for the flooring I purchased. I searched the website as well as emailed the corporate office for assistance to no avail. Since the contractor needed this item as soon as possible I decided to visit the Leesburg store again, which is 47 miles one way from my home. I had no idea what I was looking for but I was confident that I would be able to find it at the Leesburg store. Immediately upon entering the store an employee volunteered to assist me. This employee was so helpful and detailed oriented that I asked her questions about how she knew so much about flooring. The woman that was helping me is a designer for Floor & Decor. No employee in this store is above helping customers. If any employee at this store sees a customer wandering around, they graciously volunteer to help.

I have recommended this store to all of my friends!!! I do not have all the names for all the employees that helped me; however, I do have pictures of some of the name tags of the individuals with whom I have interacted.

Thank you for this store, it’s manager and employees. They have truly made my experience with renovating my...

Website states, "Pickup for FREE today if ordered by 2pm local time." Realizing it is the times of COVID-ID, I waited for more than 24 hours before proceeding into the store. I arrived at the store. There was a sign that mentioned curbside orders to the left, but I considered my order an email order, so I proceeded inside. Inside, I found a worker that directed me to the front cash register. After waiting in line for 10 minutes, I arrive to the cashier and was told that I was to go to the side of the building. I went to the side of the building and parked in a space. I followed the curbside pick-up instructions. When I submitted the request, I got an error message that the order couldn't be processed. I went into the store. I approached the counter and was asked for my order number. I advised that it was on the screen based on me checking in. I was then advised that the order had to be pulled. I indicated that the website stated that it would be ready if ordered prior to 2 pm and it had been more than 24 hours. Jennifer proceeded to shake her head and indicated "uh-uh" they are short staffed. Meanwhile 3 people are standing around the counter. I then advised that using "short staff" as an excuse for an order placed more than 24 hours isn't acceptable and have already spent more than 20 minutes attempting to pick it up. Jennifer then walked off and said she wasn't helping. I asked the other employee an ETA and she mentioned 10 minutes. I waited for Darryl to pull the information. When Darryl pulled up the dolly, he said, here you go. There was no confirmation of driver's license or correct order. I asked if he was loading it, which is what curbside service is. He refused to load it and said that I, the customer, came in with an attitude and he wasn't loading it. The winner of the entire story was Robert, he offered to load the order, was very friendly, confirmed my ID and quantities, proceeded to load the order and thank me for my business. Robert should be promoted and Daryl and Jennifer should be retrained on how to deliver customer service. My first/last time giving them more than $1k. P.S. if somebody hadn't of loaded it, I would have been...

Service Date 3/5/22 Hooray for Floor & Décor coming to Leesburg! A remarkable store with what seems like acres of tile and a gorgeous design center where you can see the tile in place in bathroom and kitchen vignettes. A big shout out to the team that helped us with our purchase. Cheryl Rutkowski, Design Manager (who as it was our lucky day was training the ever capable designer Natalie on the register) and Laurie who stopped schlepping tile to come over and help out with the order (she could have looked the other way as many people would!). As luck would have it we had picked one of the most popular tiles in the store and there was not enough in stock for our bathroom project. Natalie went to work on her phone and confirmed the SKU number in the system. Cheryl went to bat for us and tracked down the additional tiles we needed in the Alexandria store. No mean feat as the Alexandria store was too busy to answer the phone on her first try. Laurie assisted in checking out the tile across the two stores. After all that, Cheryl offered to take the time to walk to the back of the store and help my husband pick out a suitably colored grout to complete the look. All around an amazing retail experience; it really could not have been any better. Applause for Natalie (good luck with your career!), Laurie (a computer wiz if ever we saw one) and Cheryl who is a stellar representative for the Floor & Décor stores. We plan on contacting Cheryl to design our next project and are certain the finished product will be nothing short of fabulous. Thank...