Floor & Decor — Attraction in Paramus

I had a horrible experience at this store. I wish I had reviewed some of the reviews with lower scores before I purchased about $1700 products at this company. I strongly recommend new customers read this review before going to this store. At about 1:15 pm Oct 27th, 2023, I went to this store to return an unused product (No.100438795), which is a box of color grout mix. After I handed over my receipt to the female register, she scanned the receipt and then put a bit of effort into opening the box on the desktop. I heard a pop-up sound when the box was opened. I was surprised by her action. She then looked inside to see if I used any material inside. She even unfolded a plastic sheet inside the box. After a while, she called another employee. When another male employee came over, he immediately told me that the product could not be returned because it had been opened. I told him the box was intact when I brought it to the store, and I had never opened it anywhere since I never used any grout for my kitchen backsplash, and it was the female register who opened the box at the store! The male employee then took a new box of grout and asked me to open the box in front of him. I tried but failed because I had no idea how to open it. He then said it was not easy to open the box, so he thought it was me who opened the box at home. It is impossible for the female register to open the box at the store so easily. Another female employee also came over and told me she had enough reason to doubt that the product had been opened previously by me because it was purchased more than 80 days ago! The whole process was recorded in the camera in the store. So I asked her to check the video. She went into the store to check the video. After about 20 mins, she came back with another female employee and said to me the employee did open the box, but she did it very easily. So, she still assumed I had opened the box at home. This is nonsense and ridiculous! They believe what they have in their mind, but not what they saw in the camera! I had debated with them about who opened the box for about 30 mins and still they believed what was in their mind, but not what they saw! I was disrespected and insulted in this public place! Her words basically mean I was cheating Floor&Decor, and I am not an honest person! It is very likely that the female register had no idea how to check the completeness of the product, so she opened the box by mistake. Because if you want to check the intactness of the box, you don't have to open the box. So, I suggested her train the employee well on how to check the completeness of each specific product. She seemed agreed. I then left the store. If it is the employee who mistakenly opens the product at the store, the employee should take the responsibility not the customer. Later that day, I contacted their customer service who followed up with the store and then basically just repeated what the employees in the store said. To be honest, I never experienced such awful customer service! The customer service didn’t do any independent research (at least, they should look at the video) or give the customer any compensation, but just contacted their own people to confirm the case! If the management of this company does not pay attention to the training of their employees on how to check the package of the product and train their customer service team on how to deal with the customer complaints, sooner or later, this company will be eliminated out of the market! I swear the whole incident I described above was recorded in their camera between 12:30~2:30 pm on...

I have been shopping at the Paramus location for years. I don’t know what has happened to the customer service there, but it’s now horrible. I recently went in and purchased vinyl flooring, and specifically asked when my order would be ready. I was told by the cashier that the order would be pulled that evening, and I would be contacted for a pick up date to scheduled. After several days and no contact, I was finally able to reach the store by phone with receipt in hand I asked them when the order would be ready. I was immediately told that they had no record of the order and when I gave them receipt information I was told that “the cashier rang it up wrong“. I asked that they correct the issue and was told that I had to come into the store in order to do that. I explained that I had 3 four year-old children and coming into the store was not going to be convenient, but I was told dismissively that’s the only way for them to correct it. I later went into the store, children and tow only to find that they weren’t sure whether the items I purchased were even in stock. Eventually, I was told that they still did have the items and they then changed the order at the cashier so that it would be pulled correctly. I set up a pick up date for the first Saturday in February as I work during the week and that was the only time I had available to bring a truck and trailer. I arrived at the at the store on that Saturday, only to see signs and employees stating that their system had been down and they could not release my order. I showed them my receipt and I was still told that until their system came back online no orders could leave the store. I later called the store at 4 PM and was told that the system was still down and the order could not be picked. On the following Monday I attempted to call the store several times only to have the phone ring continuously with no one picking up the phone. Then the following day (Tuesday) I get the most rude call I’ve ever received from customer service demanding that I pick up the order or it was going to be immediately canceled. I explained that I had been there on Saturday to pick it up and it could not be released because of their system. Therefore I needed to pick it up the following Saturday when I would be available again. I was rudely told that the fact their system had been down shouldn’t have made a difference because I should’ve had enough time to pick up the order anyway. I was rudely told that therefore they’ll be canceling my order. I then demanded to speak with a manager and was transferred to the warehouse manager. I explained the situation, I informed him about how poorly I was treated, and I asked if that’s how customers are typically treated, especially since over the years I spent an excess of $10,000 at their store. I was told that only the store manager could extend the order pick up until the following Saturday and then I would be called back in 5 to 10 minutes. Instead, I received a text canceling my order and then reinstating it to be picked up on Saturday. However, the timeslot given to me was 7 o’clock at night and no call back from the store. I have to say that had that order been canceled, I would never have spent another dime in a floor and decor store again. I’m appalled at the way that everything was handled and I don’t understand why the store has deteriorated to the point that it’s at now. I used to enjoy going to the store, and I always received good service in a respectful manner, however, these employees don’t seem to know how to interact...

It is order no RB018206593550635 and RB018206593550636 total 148 boxes of Hardwood. Their inventory and Price was good. I ORDERED OVER $10,000 hardwood flooring, My wife ordered with Shop Manager (Markus), he was very helpful, My wife was very happy on his support. But he didnot confirmed the delivery. 5 stars chaned to 3 stars from this point To get the delivery information, I called several times, whenever I called, few times I was hold the phone over 30 mins, they never pick up (Wayne office and Paramus office) it took over 3 weeks to get the delivery date information. And I have been wasted over 8 hrs over 4 visits and several callings. Finally they found my order, they sent delivery truck on wrong day, it should be delivered on Friday but delivered on Monday. I have to send them back because Garage was middle of Painting job, to rearrang delivery I have to visit 2 times, delivery desk promissed new delivery date on Friday (original schedule) but did not show up. I am not complaining on the long delivery, why it took weeks to find the delivery date and why they never pick up phone. Why deliver on wrong day and not delivered on promissed delivery date. Delivery desk has no intention to help, he kept on saying "No", "Don't know.", "once truck pick up for delivery, we have no control" Finally new worker who remembers the returned shipment and reschedule delivery. Their management system needs big improvement.

Part 2: SB01826593820758 Delivery issues, finally delivered. It was another Bad experience, it made me chage 3 stars to 2 stars I was informed 11:15am DELIVERY. but arrived 10:15-20am, I was middle of cleaning the garage to make space for 4 skids. Delivery Team try to drop over 6000 lbs of hardwoods on the driveway not in Garage. They donot care the rain. And they told it was delivery contract with Floor and Decor. However They delivered in the garage. Drivers kept on complaing about wasting their time, while I clean up. They did not help me. They just drop skids on the middle of Garage, so I have to ask for moving to the corner and aligned. Finally 3 skids were moved but first one in the middle of garage never moved to the corner. Their behaviors were very rough. I AM VERY UNHAPPY, IT WAS WORST DELIVERY EXPERIANCE THRU MY LIFE. They asked tips, so I just gave $5 for two guys (I gave $20 per person, when drywalls were delivered) They thru away tip on the skid and left they have no service mind.

Floor & Decor can manage small purchase and pick up, not prepared for large order and truck delivery. They told me if some of partial orders were comes from other shop, they cannot see in the systen. There phone menu do not have delivery desk. I should visit to talk to delivery desk. Handicaped worker at delivery desk was useless, he never gave me the...