Floor & Decor — Local services in Algonquin

My husband and I decided to start the process of putting in new flooring in our home at the end of July 2024. After looking at some samples in the warehouse, we decided to move forward with Floor and Decor and Beyond Floors for this project. Beyond Floors was amazing in that they made the process very easy to follow and provided consistent, updated communication throughout our project. When it was time to pick out the necessary materials for the job, we scheduled a time to meet with a designer in the warehouse. Within five minutes of meeting with the designer assigned to us, we found that our project was not the priority of the conversation. The designer we were placed with was focused on sharing his story as well as his own project he was working on in his home. We wanted the experience to be about our project since that is why we were in the store for the slotted time. At one point, my husband became frustrated and simply told the designer that we wanted to move this process along. Finally, we were able to look at flooring as well as the additional materials for the project. Unfortunately, since our project wasn't the focus of conversation for the designer, the amount of materials needed for the project was overlooked and miscalculated. After this designer appointment, we continued to run into "barriers" throughout the process and with communication provided by our Flooer and Decor designer. The designer continued to be in direct communication with us, however, he was not clear on the information he was providing to us. In fact, I received confirmation from the designer that all materials were put aside for us and ready to go, we just had to make the payment. Excited to get the project moving, we made the payment for the materials right after receiving the communication from the designer, so we were locked in with what we needed. We were excited that all of the materials would be arriving, and after paying for the delivery fee, all materials would be delivered to our home without having to use our own form of transportation. We quickly found out that the designer's information was incorrect and that we were going to be responsible for obtaining the rest of the materials from another store using our own method of transportation. Doing my best to stay calm, I asked the designer how to make this right as it was not an issue on our end since we were given written, email communication from this designer that everything was good to go for our project. The designer then spoke to the manager and was able to figure out a solution to the issue. Two weeks later, we found out that we are short 700 square feet of material for our project. Again this goes back to the designer focused more on his own project rather than focusing on what we needed for ours. When we called Floor and Decor to talk with someone about this, we found out that the designer no longer wanted to work with us because of the mistakes that were previously made on the designer's end. One of the managers was able to make this right by providing a discount and getting the materials we needed to our home ASAP. Now that our project has been completed, I have had time to reflect on our project and the services we used. The customer service and products provided by Floor and Decor were spot on. Each time we came to the store, the service advocates were helpful and kind. Additionally, all materials we bought, including the floor, are of great quality and have made our home beautiful again. However, I am disappointed with the designer option as I do not feel our project was made a priority which led to several frustrating and unnecessary barriers. As the customer, I wanted to feel as though every effort was being made to make this project align with the vision and...

This store is not run well at all. Every time we have called about our order, no one answers the phone. It takes 30 minutes to even get them to pick up the phone. We have a $10,000 job with them. After we figured out what for we wanted we placed the order. We were called to tell us it was in and asked when we were going to pick it up. We reminded them they were going to deliver it. We had over two and a half tons of flooring. The store rep told us, "oh we did not charge you for delivery. I said no problem go ahead and charge us. We started for delivery the following Wednesday. She said the would call to confirm the morning of. I took off work so I could be home for the delivery. We had not heard anything and it was after 10 am. We tried to call the store. Both my wife and I. It took us until 11:15 to even get someone on the phone, what a joke. When we got thru, they told us it was not even scheduled for today. It turns out the rep I talked to never ran the charges or set up the delivery. After some heated discussion they agreed to deliver it the next day. During the install our installer said we did not have enough glue. I called the store, same issue it took 36 minutes and multiple calls to even get someone on the phone. They checked inventory and said the only had 2 in stock. I asked if they could pull one and put it name on it and I would pick it up in the morning. They had to go ask a manager if they could do that. They said they would do it. When I got there no one knew anything about holding the glue. They looked at the pro desk, that is where they told me they would put it. Not there, they checked several other locations where they might hold it and nothing. I am so pissed at this point and I was fully expecting to find they sold it. Finally we went to where the glue is kept for retail sales and sure enough there were 2, 5 gallon buckets. They never pulled it. We have worked with the Gurnee store and no issues, they answer the phone and help you. We had them pull a box of wood and hold it for us and when we arrived it was right where they said it would be with our name it. If you want to avoid frustration stay away from the location on Randall road. This location is horrible. We are still waiting for a manager to call us back regarding the delivery charge. We asked to have it waived since I had to take off work twice. At this point I think we are going either file a complaint with the BBB or talk with corporate office.

Update, they ended up taking the charge off.

Update 1/29/24. We went in just looking around for some ideas. All was...

I recently had the pleasure of being served by Lauren, one of the cashiers at the store, and I must say that her service was truly exceptional. From the moment I approached her checkout counter, she greeted me with a warm and genuine smile, instantly putting me at ease.

Lauren displayed an incredible level of professionalism throughout the entire transaction. Not only was she efficient and accurate in scanning and bagging my items, but she also demonstrated excellent product knowledge. Whenever I had a question about a particular item, she confidently provided me with the information I needed, ensuring that I made informed decisions about my purchases.

What impressed me the most about Lauren was her attentiveness to customer needs. She was incredibly observant and proactive in ensuring that my shopping experience was smooth and enjoyable. She quickly noticed when an item I purchased had a damaged package and took the initiative to find a replacement for me without hesitation. Her willingness to go above and beyond to ensure customer satisfaction was truly remarkable.

Furthermore, Lauren's friendly and personable nature made the entire interaction feel more than just a simple transaction. She engaged in genuine conversation, asking about my day and making me feel valued as a customer. Her positive attitude and excellent interpersonal skills created a welcoming and comfortable environment, making me eager to return to the store in the future.

Overall, I cannot speak highly enough of Lauren's exceptional service as a cashier. Her professionalism, product knowledge, attentiveness, and friendly demeanor truly set her apart. She is a valuable asset to the store, and any customer would be fortunate to have her assist them. I wholeheartedly recommend Lauren and commend her for providing an outstanding...