Floor & Decor — Local services in Moorestown Township

We had a consult with Andrea, a designer at the Floor and Decor location in Maple Shade, NJ. In our consult, Andrea helped us pick out tile for our backsplash in our kitchen. After helping us pick tile, Andrea suggested that we use the White Bostik grout for our project because, according to Andrea, the grout had a nice shimmer that would look nice against the marble tile. We went back a couple days later, and were helped by Jessica to find the suggested products. She helped us find the recommended products. She assisted in finding tile, the bostik grout, whom she also said that it was a nice touch and even recommended that we apply a shluter edge for a nice finish. All items were purchased and installed on 12/19/19. On the morning of 12/20/19, when there was more natural light available, we noticed that the tile was dull in appearance and was scratched with what looked like a superficial abrasions to the tiles. I contacted the store to ask if it was normal for the tile to look dull after grout application. The manager asked if we applied a sealant to the marble before and after grout application? I told him that there was no sealant applied to the marble because we weren't even aware that we had to purchase a sealant to protect the marble. He asked who helped us at the store and we told him that Jessica helped us look for all materials but never recommended or educated us on a sealant. According to the manager, Jessica should have known that detail and should have made us aware. We also contacted Bostik and spoke to a grout specialist to see if their product would cause dullness to the tile. According to the grout specialist at Bostik, the only grout that they'd recommend with marble would have been an unsanded grout because all of their other grouts have aggregate in them and can damage marble. Floor and Decor didn't even have Unsanded Bostik grout but surely had others. We tiled another part of the wall and in which did not have grout and we can see a distinct difference in the shine of the marble. I'm personally irritated because we came to a specialist at the store who is trained in products offered by Floor and Decor, who could help with design and product selection and when she recommends any product, she should be knowledgeable in the products that she is recommending. She absolutely should not have recommended grout that could damage marble, especially if she recommended the actual marble in our design. Also, I feel that Jessica, as knowledgeable as she is about the products in the store, should not have agreed that the bostik grout would be nice with the tile if there was potential for the grout to damage the marble tile, and definitely should have also made us aware that a sealant was needed during the application process of the grout when installing the tile. We spent over $1,000 on products on that day, adding a sealer to the total wouldn't have been a problem. We now have to repurchase new tile, reinstall the tile and that's a big problem for me because something as small as a 24 sq ft wall is going to cost us more due to a lack of education and training on the part of Floor and Decor. I made a claim with customer care, where I eventually spoke to Amanda Cochran and she said that at most she will speak to the store manager to see if they could offer us something in good will like a gift card, a check or discounted item to compensate for the damage. She is not acknowledging that this now is going to cost us alot of money to remove the tile (where it will more then likely ruin my drywall), repurchase the tile and hire someone to come reinstall this tile. I was absolutely livid and will NEVER purchase from Floor and Decor again. Her rationale was that as the customer it is my responsibility to read all of the care instructions prior to the products being installed. I just wish that not everyone has the money to pay for licensed contractors so you should educate your customers as if you assume that they are the ones doing the product. With proper education, better product choices...

Purchased almost $3000 of product. Was given a two week wait for delivery due to special order items (reducer and stair nose). Paid the $150 delivery as well as the $20 for freight due to special order items. Flooring was delivered on the 14th day, great. Special order items were missing. Called the store many times and finally got someone to answer on the 6th try and found the reducers were in but were never picked for delivery. They will fed ex these, great. Was then told stair nose will be “up to three months” for delivery. Like it’s no big deal. I was told two weeks at purchase and they stated this was incorrect, it’s always three months...but could be sooner. Who knows??? Offered no other option than transporting a pallet of product to their store for a refund. I have a contractor coming in a week. Called other F&D stores I found could have the product online. One stated they didn’t have, another in Florida had be on hold for 45 mins before I hung up, called back and they said they would look and get back to me. Never heard back. I called corporate who asked if the store looked for the other stores as they should do this. I explained I was never given that option but I had called other stores myself but got no where. Corporate connected me with a manager who told me the same. Three months. If it comes sooner, they said I can drive to their store and pick up (again, I paid $170 for shipping). At this point I have a contractor coming in a week and will have unfinished floors with a toddler which is a safety concern. I was offered nothing but “I’m sorry your frustrated”. I will have to pay the contractor to return to finish the job. Horrible customer service. No offer to remove a charge for the delayed piece or understanding that their mistake is costing us money. When we redo the floors on our upper story, we will not be using this business. Do not trust the timeframes they give you. The inventory numbers shown online are not accurate. I have two stars because the floors seem nice in the box and ya know, we got the floor part.

Update: Piece arrived at the store on 8/20 but I received no call. I called on 8/21 as I am having flooring installed in days, I need to know if it’s in. It took numerous tries to get a person on the phone and I was hung up on twice. Finally got someone and theyconfirmed the piece is in and they will overnight it to me. I will be sent the tracking information by mid day. I called back 6 hours later, was put on hold for 20 minutes and then hung up on. No call from the “management team” as stated below. I am tired having to spend hours of my workday dealing with this. Just do what you say you are going to do. It should not take having someone with a twitter following tweet about this issue and get thousands of views to get progress. Beware using this company unless you know they have product in the store. This is not a new issue if you read other reviews.

#3: was contacted by the store manager who apologized for the issue. I appreciated the call and he seemed sincere. He indicated they will be working on making sure time frames are communicated clearly in the future. I was also refunded for the special order pieces. Because of this communication, I will be increasing...

I have had a total of 3 online orders with Floor and Decor and had issues with all 3.

The first order I had an item that wasn't at the store I requested pickup from, so they had to get it from another store. For some reason I was charged $140 in shipping fees for this item. When I called the store they told me they couldn't help me out and I had to call the 1-800-number.

When I called the 1-800-number it was determined that they were shipping the item that was on backorder from a store that did not carry it. If I didn't call, I would have been SOL.

My second order I scheduled a pickup for the next day. I was never notified on the day of pickup and went to the store the following day and purchased one of the items I requested. The other items I requested were all broken in pieces. I had to go to a totally different store and get those items.

My third order I also scheduled for pickup the next day. Again that day came and went and I received no contact from Floor and Decor. I called the store and the item I requested was not available, even though it said it was available when I ordered. Fortunately another store did carry it, but I had to travel an hour and a half out of my way to get it.

The worst part in all of these instances is that I had to contact the 1-800-number. Every time I contacted them it took at least 45 minutes on hold before I got connected to anyone. They were able to help me out each time, but that 1-800-number is a complete joke. And the communication between the store, the 1-800-number, and myself is a complete mess. The customer should not have to be so proactive to resolve any issues that arise. If I never called the 1-800-number I might still be waiting on all of my orders. That is not how a company should work.

I really hope I never have to get something from Floor and Decor ever again (or I better hope they have what I need in my local store), because the whole process is ridiculous and...