Floor & Decor — Attraction in Sanford

UPDATE TO REVIEW BELOW: I re-visited the store for a design appointment with John Chang for our two new bathrooms for our addition (planning to purchase whatever I chose at another location based on my previous experience--see below). Anyway, John was so helpful in helping me pick out products that matched the look I was going for in the two bathrooms despite it being a little different than his personal recommendations. He also went ABOVE AND BEYOND by taking on the issue mentioned below with the managers refusing to give a refund for a faulty LVP product that my contractor tried to return for us. I left the store after our appointment and John said he would call me with whatever he could get worked out with management and we ended up getting the amount of the product that had been returned applied as a credit to the new purchase for the bathrooms. John didn't have to do anything as none of it had been his issue, but he understood my frustration and disappointment and exceeded my expectations in getting it resolved. Since getting the response to my initial review here on Google, I had tried to contact the store manager multiple times both on the phone and over email and never got a response. Before the end of the day after talking to John, the issue was resolved. I am so glad I gave this location another chance. Thank you John Chang! We have bought thousands of dollars of products from Floor and Decor over the years (F&D customers even before this location existed). Even though this store is much closer to our house than the Orlando store, we may go back to the Orlando store after our most recent experience with trying to return some faulty LVP flooring to this location. We bought $20,000 of Nucore Deerfield Hickory LVP. We loved the color and were very excited for the product to be installed throughout our entire home. However, when the flooring contractor was at the house trying to install the product, he and his experienced team found that the pieces were not fitting together as they should and that the edges that should click together were breaking very easily. This made them nervous and at first thought we needed to try another dye lot but after reading reviews on the Nucore product itself, these issues are more common than not. The contractor then encouraged us to pick a new product entirely as it seems this brand has a lot of issues. Based on the stated return policy of Floor and Decor and the demand for this product (3 separate times I went into the store, they did not even have a single plank available for even a sample), I did not believe that we would have any issue returning the product, including the five open boxes with full pieces intact as they could easily be sold as sample pieces. We did not seek coverage for the costs incurred by having to stay outside of our home for 5 additional days while the new product was selected, secured and installed or the costs involved with the install, uninstall and return of the product. Their refusal to accept the return of the 5 open boxes that again could have been sold as sample boards on a product that is for whatever reason FLYING OFF of their shelves is not good customer service in my book. It just added insult to injury with all of the other costs and frustrations we went through just to get a better...

Absolutely absurd!!!! Once I get all my money back I will never ever go through this company again! Is there enough space in the box to explain all the issues? Long but worth the read I promise. First we placed an order for more of the flooring we had previously installed months prior because we decided to do one more room in it and the Sanford store pulled our product and took our payment online but turned around and sold our product weeks later as we were unable to get there as fast as they wanted us too. So now we missed out on having the rest of our flooring to match come to find out there is only one way to get a refund that’s to go to the store then with some frustration she found out she can send a corporate check in 10 days. Still have not received said check. So in desperation I still needed and wanted the rest of this flooring so it can match. We found out we could order it from Georgia but we would have to pay for shipping. The 5 boxes we needed of product showed up today. Now to that issue freight company never set up for delivery date and time so we can be sure product was somewhere protected as we live in Florida and it’s the rainy season. They showed up! Dropped the pallet in my driveway and you guessed it rain multiple times today! Now pallet of flooring is soaked. Upon removing what little wrapping there was several boxes were soaked inside!!! And came across another one was already opened missing 2 planks and lastly a box was torn and the bottom of a plank was damaged in two places this was an entirely different box and more soaked than the last! Called the Georgia store to get a managers assistance to no avail after a 30 minute hold time. Upon requesting a manager a man who didn’t seem enthused to speak to anyone on the other line “transferred” me to a manager so I spoke with said manager and she was not a manger she was just a sales associate and said that the call transferred to her was from a manager! She attempted to get a manger on the line to see how they will rectify this issue. No avail again she took my name and number and order info and told me somebody should be able to call me back in an hour! Still no call back. We paid $220.33 in SHIPPING (almost the exact amount of the product itself!) to get the product here in good new condition and they should’ve had a scheduled date and time for delivery to be sure that was the case! I TRULY HOPE THIS REVIEW FINDS THE CORRECT PERSON TO MAKE THIS RIGHT!!! You read this far now you can take a look...

Worst service ever!!!! I purchased thousands of dollars in flooring from them for a job and they told me they would hold it for up to two weeks. A few days after i purchase i received a phone call saying that my order was ready for pick up whenever i was ready, so i scheduled my installer and they day before i went to pick up the flooring and none of the tile i ordered was available. They sold half of my order that i already paid for and had them holding. They told me that they would call me back once they had an update. Well i never got a phone call so i called back a few days later and they told me that they found some of the tile i ordered at the orlando store and they had it ready for pick up. The next day i go to pick it up and i call on the way to make sure it was ready and of course the orlando store has no records of my order. After 45 minutes of being on the phone with them they tell me that the order was placed in Sanford and that they had the tile ready to go for me. Before i drove back over to sanford i called them to make sure it was ready and the associate told me that part of my order had been cancelled and they had everything except for one type of tile i had ordered and that he needed to speak to a manager to see what happened and he’d call me back but never received a call back. The next day i call back again and i get transferred to four different people and no one had a answer for me of what happened to all of the tile i had already purchased. Once again they said they would call me back but yet again they never did. It took 3 more days of calling them and being placed on hold for sometimes an hour at a time because they said they think they just got an order in of it but they didn’t know where it was at. Finally after two weeks of them trying to figure out what happened they found enough of the tile i needed and already paid for at the Orlando store. I went and picked up May partial order from Orlando the remaining back in Sanford and i asked to speak to a supervisor who of course was not working and the gentleman told me he would have the GM call me the following day but guess what??? No phone call of course! This is the most poorly managed business i have ever dealt with. I had spoken to at least 10 different associates and not one could help me out. They cost me thousands of dollars in paying installers to sit around and do nothing and they supervisor can’t even give me a call back. Save your self money and a lot a of frustration and go shop...