Floor & Decor — Local services in Gurnee

Was going to do a backsplash with you guys, will no longer be doing one with you since my samples could not be refunded. No one took my number upon my purchase, or explained the policy. Ultimately my fault for not realizing that I need to ask more questions of these places.

Update I did end up finding my receipt and was refunded. I will still be withholding my business with this store in specific. The corpulent effeminate male employee with glasses that worked the Saturday noon 01/28/23 shift at the register seemed overly enthusiastic to deny me my refund when I initially went to return the samples, a simple neutral no would have been fine but instead he had an annoyed hostile attitude during the entirety of our interaction. This employee probably had his hackles up as he probably deals with customers who are nasty more often than he should, but I was not one of them. I have a policy or not getting hostile with employees who have no say in making company policy.

I still have a backsplash and fireplace among other projects I wanted to do but this store in specific will be forever crossed off my list and I will take my business elsewhere.

I did not expect any favors, and I did not escalate to anyone. A policy is a policy and I can respect that. As someone who works in a front facing customer service role I know to give respect and I hope to get it back. I completely understand that dealing with the average entitled American consumer is not easy. Please do better on hiring people...

In the middle of a project and needed more grout. The grout we were using was Connexion which is a discontinued product so I searched the area for supply. For home delivery it said 7-14 days, but it showed a quantity of 5 at the Gurnee Mills location. The website said if I placed my order before 2pm I could pick it up same day, so I placed the order and paid in full.

When I got to the store 3 hours later, they told me they couldn't find it and tried to blame me for not waiting for a confirmation email before driving 70 miles to pick it up. I received an order confirmation. No where did it say that I had to wait for any other emails. It simply said my order was confirmed and I could pick it up today.

I had to buy a different kind of grout and hope it matches the other and even though they told me they would match the price of the Connexion which had a lower in store price of $40.88, all they did was match the $58 price I paid online which would've been fine if I hadn't driven 70 miles and wasted 2.5 hours of my day not to mention the gas cost too.

I know it's not the store's fault, but it is the company's fault. It should clearly state to wait for an email stating the product is ready for pick up before heading to the store. I do think the store could've figured out they didn't have it within a couple hours though. They claim they're understaffed, but while I was there, there were plenty of workers who looked like they weren't doing much...

Excellent experience! customer service has been exceptional from the start! We came in 2 times as browsers, the associates in both cases were helpful and knowledgeable. On the second visit we made a 1100 SF purchase of solid pre-finished Hickory Floor for home delivery inside our home (white glove service) Their third party delivery company cancelled our scheduled delivery on the day of. I called Floor and decor and they immediately started finding a new delivery company to fulfill our delivery day ! They not only found a new delivery company to deliver , but because the replacement company does not do white glove delivery (carry boxes inside) the Pro desk Manager "Chuck" and the store manager himself "Lamont Fisher" came from Gurnee, IL. to Woodstock, IL and hand carried 61 cartons (4000lbs) of wood flooring into our home!! WHO DOES THAT KINDA CUSTOMER SERVICE ANYMORE! Wowza! Extremely impressed with the level of customer service ! I am seriously grateful for what transpired after being disappointed, Floor and Decor came through in a very big way, Kudos to excellent management and team work! I am very thankful and happy customer! Oh, their pricing is untouchable to put the cherry on top!...