Floor & Decor — Local services in Hampton

I am writing to provide a review of Installation Made Easy, Accel Unlimited and Brandon Foster. I contracted the services of Installation Made Easy after obtaining a brochure at Floor and Decor. Prior to my visit, I had a few contractors provide quotes; however, I opted to use Installation Made Easy based on their branding and guarantee for a satisfactory service.

1. Installation Made Easy provided my information to Accel Unlimited LLC in August 2020. Accel Unlimited sent an estimator who provided the original quote for services. Upon receipt of my order from Floor and Decor in November 2020, Accel sent a project manager to verify that I was in receipt of the correct items to accommodate a kitchen, family room, dining room, foyer, and half bathroom flooring job. Accel contracted the job to Brandon Foster. Mr. Foster came to review the property in early December and asked to move the project to early January as he believed the project would take more than 4 days to complete. So, Accel Unlimited postponed the job twice once the final date was set.2) The job ended up taking approximately 6 1/2 days to include work on subflooring (paid separately to Mr. Foster). Most days, he worked alone and on Sunday, I received a text informing me that he would return until the following Saturday to complete the job. Additionally, he noted via text that he was going to mark the job as complete in the system. I thought I misunderstood the text as I was dealing with a young child and an elderly parent; however, when I returned home, I found the toilet was in the living room floor (on the new flooring)the quarter rounds were removed but not the baseboards and the baseboards and quarter rounds needed to be installed my kitchen table was on the back porch all furniture was in various places throughout the house
2. I reached out to Accel Unlimited as Brandon Foster refused to return to the home sooner and complete the work. He was approximately 80% finished. Michela with Accel Unlimited expressed that her hands were tied and that Brandon could return on Saturday; however, I did not find this to be a viable option. As a customer, I involved Installation Made Easy as this was not their guarantee. The manager, Amber was unapologetic, unprofessional, and unsympathetic to the circumstances. Her only consolation was to refund me for the unperformed services. When asked for compensation for the inconvenience, Amber insisted that she could not assist any further and refunding me for the work Brandon did not complete was the only option.
3. There were so many things that went wrong during this job. All the while, I tried to stay positive throughout the process. The problem is Installation Made Easy should not have ever sent Accel Unlimited. During the job I learned, the company was no longer working in the Hampton Roads area; so, they did not have the resources to send anyone but Brandon and with Brandon no longer working with them, he did not have an obligation/commitment to finish the job to completion as promised. The estimator provided the wrong items in the estimate and Brandon said it was not his job to fix that. I offered to pay him for the materials when he picked up materials for the subflooring. The estimator no longer works with Accel Unlimited. The project manager who accessed the materials no longer works with Accel Unlimited. So, there's no oversight in this area and a worry for me that my one year guarantee will not be honored.
4. Aftermath, it's been a few weeks and I've been waiting to see how things pan out. One of the transition pieces seems like it needs to be glued down and a porcelain trash can was broken. After reading this, my recommendation is pretty clear. If you are looking for Installation Made Easy or Accel Unlimited to professional experience, you're better off finding your own contractor and winging...

Update: Derrick, Operations Manager, called and was understanding and thoughtful. Good stuff. He couldn’t have done a better job to make us feel better. Hope to be back.

Original review: We love Floor and Decor but we had a very poor experience with the (shift?) manager at this store and hope to never return to this store. We do not remember the managers name but we visited at 2 pm on Sunday Nov 26.

We have done 10 bathrooms with materials almost exclusively from F&D in Dallas, Va Beach and Hampton. This trip we attempted to return 4 boxes of tile but were informed by the manager that because the cardboard boxes had gotten wet (it was pouring out), they would not accept the return. We asked if we could return them instead as individual tiles but she promptly said no. This seemed peculiar because we have returned individual tiles in the past to F&D. We asked her if we could move the tile from our wet boxes to dry boxes they had, but she could not be bothered. Apparently they instantly throw away any boxes they have and are not available for anyone to touch. After feeling a little dismissed, we made the difficult decision to dispose of the tile they would not accept as a return. We did not have room in our trailer to take the tile back plus the tile we planned to buy. We asked her if there was a dumpster at the store we could dispose of the ($300 worth) tile we could not transport and could not return. She informed us there was a dumpster in the back of the store but we were not allowed to use it and she would not help us dispose of the tile there. Being quite irritated, we promptly left the store.

We get it. If a product cannot be resold because of damaged packing, it makes it hard to return. Our frustration was the attitude we were met with. Instead of helping us, it was almost like she enjoyed making our experience more difficult. They could not even do they very least which was allowing us to throw away they product we could not return to make room to purchase more tile. Every experience we have had at F&D before (and after) this has been positive. We are confused why this one was was so...

I had the best experience with Customer Service at Floor & Decor, and I can’t say enough about how awesome the entire team is. From the moment I walked up from the parking lot, I was greeted by Bobby, who was so polite and genuine. By the time I got to the entrance, Claire welcomed me and asked if I needed any help, then kindly showed me exactly where I needed to go. As I walked through the store, I passed by two other employees who greeted me just as warmly.

When I got to the back, Mike noticed I was looking for some floor spray and offered his assistance. I had a couple of questions, and he answered them with such kindness that I had to stop and tell him how impressed I was with everyone I’d met so far.

On my way to checkout, Z was so kind while checking me out.She made checking out a pleasant experience and even explained the program to help me keep track of my receipts. I also met Monique, who was like the heart of the store—kind, warm, and incredibly helpful. She is like the Motherly/ Auntie of the store. Her realness and thoughtful approach really stood out.

I was so blown away by the level of service that I asked to speak with the store managers, Kevin and Derrick, just to compliment them. They were a pleasure to speak with and managed to greet other customers while still listening to my feedback. I even told them that usually the best Customer Service comes from Chick-fil-A, but Floor & Decor outdid them—which is saying something!

The positive energy and happy atmosphere in this store are contagious, and it’s clear that they have an excellent hiring process. Thank you, Floor & Decor, for such a memorable experience! I will definitely be shopping with you again.

I know this was long but it was worth saying and I didn’t want to miss anyone I...