Floor & Decor — Attraction in Phoenix

I’m a contractor and have been buying supplies from floor and decor for 10+ years now. I always have recommended clients of mine to pick their materials from Floor and Decor. Over the past 2-3 years Floor and Decor has gone down hill fast. Their service is garbage, their material is cheap and overpriced. They do not care about their customers or contractors that are buying material from them. They’ve hired terrible employees that have no pride for where they work and are not grateful for the job they have. They have poor communication skills and horrible customer service.

I’ve had the worst experiences with this Phoenix location specifically. I had 3 boxes of flooring that I ordered online. I showed up and took my number in line and they said they’d bring them out to my truck for loading. 30 minutes went by…there was no one else waiting for pickup. I walk back into the store and my 3 boxes are on a cart sitting next to the desk. The attendant said they’d been sitting there for 20 minutes. No one brought them out to my truck. I sat in the 115 degree heat for 30 minutes and ended up loading them myself. These employees are just lazy and didn’t want to be out in the sun.

I will be spending my $500,000 a year in material with a smaller company that hires quality individuals who care about their contractors and Pros. I recommend others...

I've been to Floor & Decor a few times now, and unfortunately, this store lacks customer service. We asked three employees—Jesus, Matthew, and another gentleman whose name we didn’t get—for help, and none of them seemed happy to assist us. In fact, they appeared upset that we even asked. They provided minimal help and walked away as soon as they could, offering no real guidance or support. It’s disappointing because assisting customers is part of their job, and if they don’t enjoy working with people, they might want to consider a different profession.

We were honestly frustrated, but then we approached another employee named Pierce, and he completely turned our experience around. He was incredibly kind, patient, and helpful. At no point did he seem annoyed or uninterested—he genuinely appeared to enjoy his job or, at the very least, made the effort to provide excellent service.

The day before, we also received help from Arlene, and she was equally wonderful—so sweet and kind throughout the entire process.

We truly appreciate Pierce and Arlene for going above and beyond. We hope management recognizes and rewards them for their outstanding service because they made a huge difference in our experience.

We strongly advise this store to prioritize customer service by training its employees and emphasizing...

If you visit this store, I highly recommend you ask Josh. My husband and I, we do so many houses remodeling, before I used to go to Floor & Decor in Tempe but once they didn’t have what I wanted so I went to the Phoenix store. Although I had researched the type of flooring I wanted, I was still undecided about the color and style. Luckily, Josh came up to me and asked if I needed help, he was incredibly welcoming and helpful in answering all of my questions with so many suggestions. He had so much enthusiasm to show me around with all the tiles and backsplash options. Josh even assisted me in placing an order for the tile, gathering the necessary materials, and arranging for pick up. Throughout the process, he reassured me that I get the best customer services and the option he suggested came out really nice. Since then, we always to go to this store and Josh has been amazing huge help, even if he is not there, he makes sure we are being looked after well. Again, josh is my go-to person to have everything arranged and has gone above and beyond to assist us. Thank you so much, Josh, for your excellent customer care, professionalism, and incredible attention to detail with all of our needs, we really appreciate it and we always can't wait for our new project so we can...