Floor & Decor — Local services in Danbury

Every Floor & Decor I've been to is great with good associates for the most part. Unfortunately, my last visit, instead of being helped, I felt that I was being harassed by Donna. After we choose our floor and backslash and put it on the cart, she came and started to recommend different things.

We did not need her and the atmosphere we gave should have been obvious that we didn't want her advice. We had a general contractor with us already and knows more and she was recommending to him what we should do...nonsense!

Even we told her we wanted pre-mixed grout in a bucket but she wanted to give us the regular grout. Even she was bothering us about the grout color, and she wanted to show us different things even though we told her what we wanted. We already walked through the store and already decided on a lighter color and let her know, but she insisted on a darker color and insisted on showing us, and it didn't cause us to choose her color. It just ended up wasting time.

What was worse was that I gave my phone number to pull up our account for our tax exempt discount for our organization. She said she put our items in the system and the discount didn't apply, and that I need to submit my documents in person the next time I come, and that we will get a refund. I already did that last year. I explained that to her. And she wanted to give me attitude, acting like she knew what she was doing and that I was wrong! I showed her an old digital receipt that shows we received tax exemption. She used our customer number on the receipt and pulled up the original information. And I explained that it has the same phone number that I originally gave her attached to the customer number. And she, with attitude, that she put in customer number, not phone number. Sooo dense. Another associate told her to try to put it through to the end, and after following her advice, it worked!!! We had our discount in the system! If she knew so much why didn't she know about that?

The whole time with Donna, it was nagging, meaningless lectures, and useless recommendations and wrong information...for what? For her to put her associate number in as if she "helped?" She thinks she can step on you because we tolerate it. It should never happen. It was the worst experience I had as a customer, ever. I usually enjoy going to floor & decor. I usually enjoy time with associates, especially when I look for information. But this time has ruined my day and weekend, that I need to write about it. It would have been cool if she just wanted to talk and be normal. If she did that I definitely would have put that she helped. But she didn't.

I wish I could go back and remove her associate number for this last project.

I'm sorry everyone, please watch out for Donna, the older white lady, with the sense of entitlement. She is walking around like a hawk to sink her talons into you and not let go as she pecks you with rude behavior and words. She's walking around with nothing else to do, probably because no one actually wants to go to her. Maybe she was having a bad day, but you should not treat...

BUYER BEWARE. If you like being deceived, dealing with incompetent and unprofessional managers and supervisors and treated like your business doesn’t matter .... then this is the store for you.

I placed a “special order” on 3/31/21 at Floor & Decor in Danbury CT (71 boxes of NUCORE vinyl). I was told it may take up to 10 days to get my flooring. On 4/12/21, I called to see if flooring was delivered. After checking their computer, they sold the “special order” as an out the door purchase therefore the order was NEVER placed. I was livid but reordered bc my heart was set on this flooring and again told no longer than 10 days to be delivered. I received partial order (45 boxes) and was told my other 26 boxes would be delivered by Tuesday, April 20th. I hired the contractor who started installing my floor. I called on Wednesday, April 21st, to see if the 26 boxes came in and they told me yes. The contractor went to pick up the order and they COULDN’T find it. Please note BOTH orders were placed by Managers. It is now Friday, April 23rd and I STILL DO NOT have all my flooring to finish my project and they said well MAYBE it might be here Monday.

The Managers and the Office Supervisor are very unprofessional. Here are SOME NOT ALL of their comments made to me: “well it was our first day” “Now what’s the problem” “I told you my name once” and “well she ordered discontinued flooring, I don’t even know if we can find anymore of it” (EXCUSE ME, YOU SOLD ME THIS—AT FULL PRICE!!! why would a store that just opened, sell discontinued flooring? As of yesterday, April 22nd, you were still selling this product!)

Their claim of NUCORE vinyl being scratch resistant and durable is NOT true. The part of the floor that has been installed has several scratches on it.

Lastly, my house is still unfinished ... all because F&D staff couldn’t figure out how to place an order or how to read a shipping document which has impacted me financially from missing days of work to countless hours of idle time paid to the contractors and workers (who are paid by the hour). If F&D staff had been upfront from the beginning and said the floor hasn’t come in yet instead of wasting everyone’s time, I would have been upset but at least I wouldn’t have incurred these extra charges.

I give them one star because they will NOT give up the name of WHO to contact when you have a complaint against them. They give you the customer care number who directs you right back to the store you have the...

I cannot thank John and Mio enough for all of their help! It’s a bit of a story but I want to explain how they truly went above and beyond for me and my family! My parents live in South Carolina and are renovating their home there. They bought all of their bathroom tile from Floor & Decor in SC. However, while tiling their shower they realized they were one box short. The tile guys where only supposed to be on sight for two more days and if it went outside that timeline it was going to be a big delay in the project timeline due to their scheduling. So they called the SC Floor & Decor only to find out they were out their tiles and after a little searching they found that one of the only locations with the tiles was the Danbury location. So I went running up the Danbury, which is where Mio and John stepped in. John listened to my whole story and was not only to able to identify the tile with just a picture (I couldn’t find the name or an ID number) but also dug through the store to find me the very last box. John and Mio talked me through all of the shipping options and despite their very appreciated help I decided it would be best to overnight the tile via FedEx due to the tile guys needing within 48hrs. John and Mio inquired about how I planned on shipping the box due to the fragility and knew I was going to pay an arm and a leg at FedEx! I explained I was going to go to staples and buy whatever box and bubble wrap they had, pack it the best I could, then run over to FedEx for shipping before they closed. Being the kindest people ever, John and Mio made the process even easier! They found me a box and packed the tile in bubble wrap, peanuts and padding and even added caution and fragile stickers to the outside of the box before bringing it all out to my car for me. The tile made it to South Carolina in time and in perfect condition! I truly cannot thank both John and Mio enough for everything they did for me. Their actions were entirely above and beyond, and were truly pure kindness! I will not hesitate to use this Floor & Decor again for any future projects!

Thank you so much...