Floor & Decor — Local services in Forestville

UPDATE: If I could leave 0 stars I would. What a disgusting experience I just had at floor and decor Capitol heights Maryland. I visited the store to exchange and I grab a few pencil trims. I approached the cash register and the young lady Ayana did not acknowledge me. I stood there until she was complete with texting on her phone and she still did not acknowledge me I stated "I would like to return this light socket cover for these pencil trims" she still did not acknowledge that I was standing there. She took the exchange and proceeded to ring up the pencil trims they rang up at $7.49. I explained to her that they were $5.99 a piece, she slammed the trims on the counter to where I thought that they were going to crack and she walked away still talking to me saying in a rude and unprofessional manner "well somebody's going to have to do a price check because I can't leave my station". Her attitude was so disgustingly unprofessional. She summoned a young man named Kevin H. Kevin came over and explained to Ayana, "if the customer is saying that it's $5.99 then I'm sure it says $5.99 on the ticket" she walked away and slammed the item that I was exchanging back on the display (although the package was open she still hung it up by the register for another person to purchase). She proceeded to say so disgustingly "well somebody's going to have to check the price on that, somebody's going to have to go and check the price cuz I'm not just going to give it to her for $5.99 just because she's saying it's $5.99". I offered to walk Kevin over to show him the price on the tag. Him and I walked over, he apologized for a Ayana's actions stating that "she was just a kid". I explained to him "that's no excuse". He agreed, he stated that "she has had these issues before and they have had other complaints". I asked to speak to a manager even though I have contractors waiting at my house for me to bring back these pencil trims so they can finish the job) I still needed it to make time to speak to a manager regarding a Ayana's demeanor because I have never experienced this at floor and decor nor any store that I've ever visited. I spoke with the manager I believe his name was Jim. He asked if I wanted to speak with Ayana's direct managers. I explained to him that I did not have the time that I needed to take these materials back to the house because I have contractors waiting. Jim stated that he was going to take care of it and that he was going to make sure that she is reprimanded. I have been coming to this floor and decor location in Capitol heights since they opened. I continue to do renovations or repairs to my homes, I have several investment properties as well as my own home.This was by far the most unprofessional disgusting display of a human being in customer service that I have ever experienced from this employee named Ayana at the floor and decor in Capitol Heights, MD.

PREVIOUS REVIEW: What an outstanding experience every time! This Floor and Decor never falls short. I come here just about every week. Most times to purchase materials but sometimes just to walk and look at the beautiful displays/ showcases. George the Manager is so customer oriented and helpful, Keiwan the tile Supervisor always makes sure that everyone in the store is taken care of, John was so helpful and funny. Kim the cashier is so helpful and happy everytime I visit this location! IMPECCABLE CUSTOMER SERVICE AND PRODUCTS. So happy that we have a Floor and Decor in the Upper Marlboro, MD area now! I no longer have to drive to the Floor and Decor Alexandria, VA anymore and deal with their lack luster customer service and unprofessionalism that's at that location. Thanks Floor and Decor Capitol Heights! Keep up the...

I ordered flooring in store and the in store attendant was extremely helpful. They did not have all of the materials in store and they helped me to split the order between this location and a remote order at another location. The cashier directed me to go to the pickup area but said that it could take an hour or two after we put in our order for it to be complete, it was around 1:00 then. We checked in with the outdoor instructions and waited around 30 minutes before going to get food. We came back an hour after that and checked in again.

After about 30 minutes of waiting a woman came out to the car and said that we had to do that process inside. I went inside and asked her when my order would be ready and she said in about an hour. I realized that both locations would be closed by 6 and it was already 3. The other location had already texted us that the order was ready, and they were an hour away. This location is closer to our home so I asked her if I could pick up the materials after 5 so that I could go to the other order before they close. She told me that they closed at 6. She said that if I arrived before 6 it should be fine. I changed my online pick up time to between 5-6 pm as well.

I got to the other location, picked up my materials right at 4 with no issues, and dropped them off at the house. I drove back to this location, arriving at 5:40, and came to the pick up area. The door was locked, but I could see the same woman sitting in the front. She mouthed to me that they were closed, but I mouthed that I have a scheduled order. She eventually came to the door and told me that they were closed. I let her know again that my order was scheduled and that she herself told me that I could pick up sometime with the 5-6pm range. She said that she meant ending at 5:30 and that they could not because they are...

The shipping and delivery portion of the store needs to fix their processes. I ordered 2 mirrors 7 weeks ago now along with some sconces. The sconces arrived after 3 weeks. I called the store shortly thereafter to check the status of the mirrors, and after a 35 minute hold was informed they had been left in the section for in person pickup by mistake, not shipping. I was promised the issue would be fixed quickly, and 4 days later a FedEx label was created, but FedEx has yet to receive the package they have a label for 22 days later. I called again a week after my first call when my order status had not changed, and was put on an 80 minute hold before the call disconnected. I called again same day and after a 20 minute hold I was told they'd been experiencing some delays, but the order would ship that day. Over 2 weeks later, no progress. Again when I called in, they apologized for the delay and promised our order would ship out that day. That was over a week ago, the package still hasn't left the store. Now they've disabled their call tree so you can't even get past the first menu to speak to a person about order status. As I understand it, there is only one employee who knows how shipping is supposed to work, and when they were out of the store for 3 weeks due to a personal emergency the store did nothing to bring in external support or address the backlog. Now that the one employee is back, they haven't caught up and they just make empty promises when you call. At this point I just want to cancel the order and order something cheaper on Amazon (very similar products are available for less than 40% of the cost), but I can't even reach someone to accomplish that. Do not place orders to be shipped...