Floor & Decor — Local services in Mission Viejo

NEVER AGAIN will I shop at these stores. I had pre-purchased 18 boxes of floor tile that wasn't available in San Diego on Monday night for pickup in Mission Viejo. That experience was amazing and CC in particular went above and beyond. I was so impressed I wrote a 5-star review singling him out and Hannah as well.

The next day I arrived at Mission Viejo at 4:04pm at the pickup area as the only other customer was being loaded and drove away. I was now the only person waiting in that pickup area. One of the employees instructed me to go inside the door around the corner and check in. I did as instructed and waited and waited and waited and waited for over 10 minutes as there wasn't a sole in sight behind that counter. So I proceeded to walk toward the warehouse area so those human beings could call for someone to help me at the counter. The same warehouse guy told me to move behind the counter, which I did... thinking I they called someone to get to the counter to help. They didn't. So after waiting some more I looked up the store's phone number and called. Nobody answered the phone. So I walked into the store and searched until I saw a worker (Nikki) who then came over and helped me check in (finally).

From that point I went back to my car and waited and waited some more, for another 20 minutes. The warehouse guys barely moved. So I went back inside through the main door and talked to Art "a manager" who proceeded to excuse his crew for not having the order picked and nobody working in the station and nobody answering the phone... (instead of just apologizing or placating the customer and pretend to make anything at all happen).

Back in the car I went to wait and at this point people in the warehouse were actually moving around. Ten minutes later they brought my 18 boxes out, parked the forklift behind the car and asked me to sign for possession of the product.... which was still ON THE FORKLIFT, wrapped in shrink and bindings. i told them I wouldn't sign until there were 18 boxes in the car, that I had been waiting for over 40 minutes at that point and wanted to be sure the pick was 100% correct before signing it - which was a good thing because ONE of the boxes was filled with completed shattered tiles. Slacker Shaggy proceeded to tell me I hadn't been waiting that long (because I assume he had the 'order' for only 32 minutes... but I was physically there for over 40 for a pre-paid order). He walked off saying he wouldn't help me. Slacker #2 (Hunter) then help load a couple in and then asked me to sign AGAIN. I let him know I wasn't going to sign for them until AFTER they were counted and in the car. Then he walked off shortly after his dopey friend saying they weren't going to help me. The forklift was behind the car so I couldn't leave and the product was still mostly on the forklift in shrink and still bound in stacks of boxes.

All-in-all it took over 1 HOUR to pickup 18 boxes of pre-paid tile and I had to do most of the loading myself. Another manager had come out to finally help me load it up, but at first he too stuck up for his slacker employees. He asked for the explanation of what happened as to why both jokers left without helping. The management team (aside from Nikki, who was actually very helpful) is a joke with no management skills and they let their goofball employees run the asylum.

Oh to top it all off the few boxes Hunter actually did load into the car he did wrong and it broke the back of my car... thanks for nothing, but aggravation for a...

I want to give a HUGE shout out and THANK YOU to Jenna at Floor and Decor! We remodeled our home over the summer and ended up needing additional boxes of our engineered hardwood flooring. I found out quickly that the particular batch matters tremendously. Twice, I ordered more of the SKU at two separate Floor and Decors in different states and it was an obviously different tone. I basically started to panic because of the amount of money we had spent and started to realize we may not be able to complete our floors - or at least wouldn't be able to make it all match. I learned from customer service that it was all about the batch number and date of production, and the only thing I could do was call around to ALL of the Floor and Decors across the US in search of it. My batch was dated from 2022, so I knew it would be a tough search. I ended up calling 15-20 stores, and as you can imagine, had many different experiences. Then, I got ahold of Jenna! Jenna at Mission Viejo went ABOVE AND BEYOND for me! Not only did she spend the time looking for this particular batch, but she was also so kind and caring from the moment she answered the phone. At that point, I was not only full of anxiety about the situation, but I was also dealing with the stress of unanswered calls and hearing no repeatedly. She took my information, immediately searched their inventory, and called me back within an hour to let me know that she had THE batch! She then kept me on the phone until the flooring was ordered (from the experiences I had in the past, this was also a tremendous level of customer service), marked the exact flooring boxes for me and assured me she would make sure no one took them, and got me set up with shipping which took a few different steps and contacts. Her level of customer service and overall genuine attitude was so refreshing and I was so grateful to have gotten ahold of her! THANK YOU SO MUCH JENNA - I meant what I said - next time I vacation in California, Floor and Decor in Mission Viejo will be one of my stops 😉 You are amazing and so...

The design team is GREAT here at MV! First, I need to mention Madison. I worked a little with Madison last year. She is very sweet and great at her job. We weren't quite ready to start our work, so nothing came to fruition from our meeting, but she was great when I needed her! Secondly, I recently I had the pleasure of working with their newest interior designer, Lisa, on our master bathroom remodel. I was overwhelmed and unsure of so many things when I went in there, and she was able to listen to my vision and literally designed my perfect bathroom! It is beautiful, with XL marble slabs and new marble floors also. The rendering on the computer that she did was extremely helpful when showing my contractor the vision. She used the software to design the bathroom without any delays. Lisa followed up with me via phone call and email and wasn't pushy about anything. She offered the right amount of help, and I didn't feel pressured or anxious after the rendering. I am forever grateful and will always be using Lisa's design services at F & D! Lastly, they have a great feeling of collaboration when it comes to designing. Madison was pulled into our design one day, and it was so helpful that they had a sense of teamwork. Good job, girls!...