Floor & Decor — Local services in Murrieta

We’re not ones that leave bad reviews. I’m a firm believer that with a good attitude you can change just about anything. Unfortunately, NOT in this case! So far we’ve paid over 6,000 to Floor & Decor for our countertops. We didn’t mind the wait in the beginning because we know how backed up these projects are. The only difference with ours is, it’s being held up by paperwork that needs to coincide to move forward. My husband and I went to speak with someone at Floor & Decor to see if we can find out who or what is holding up the computer error. We were greeted by two lovely workers named Hetner & Ryan who immediately got their “DM”, to see if we could get some answers. Literally NEVER, have I dealt with an individual so rude! We tried to explain to your DM Shellie, what the issue was. With every issue we tried to explain to her, we were told that WE must be wrong. We were told “floor & decor”, doesn’t take payment for counters (our 6,000 was put on a credit card and the credit card name...FLOOR & DECOR). We were told that it was out of floor & decors hands after measurements. We were told countless times how wrong we were and she hadn’t even taken our names yet. Mind you, through all of this she sighed, huffed, rolled her eyes, obviously NOT in a good mood! I asked if there was another manager we could speak to, she sighed loudly and said “No! What’s your phone number so I can look you up!”. I told her she was being rude and I’d rather deal with someone else. She turned to my husband and said “are you going to give me the phone number?” We we’re both shocked! Sweet cashier (Hetner), listening to all this was shocked! I told Shellie I hope the cameras above caught everything and Floor and Decor could see WHO they have representing their name!! Shocking! As she walked away with her arms in the air, I told her she should work on being in a better mood while dealing with customers. She laughed!! Seriously! Look at your cameras floor and decor Murrieta! Feb 24th, a little after 5pm, front two check out stations. The star is for the two shinning stars you have up front (Hefner & Ryan), that did the best they could to help after your manager...

The 5 stars are for Steve in tile and not anyone else at this store. After we decided which tile we wanted for our kitchen backsplash, we went to buy the amount of tile boxes we needed. We needed 8 boxes, but they only had 3 boxes on the floor. After two staff members went to check the back for more boxes (which they never did return). We encountered Steve, we told him of our situation, he then went to check for himself. He quickly returned and told us that unfortunately they had no more boxes in the store. He informed us that the Moreno Valley store had some or that we could do a presale and get them straight from the distribution center and they would take about 4 weeks to receive. We were about 5 weeks out to the start of our project, so we went ahead and purchased them. A couple of days before the 4 weeks were up, we received a call from the Murrieta store supervisor telling us that the tile boxes weren't coming. He proceeded to tell us if we wanted them we had to go to Moreno Valley and pick them up ourselves. We told him that when we bought them, we were told they were coming to the Murrieta store. We told him this was now an inconvenience and not good business practice. We told him we needed to talk to his manager. We got a call within 5 minutes not from the manager, but from Steve. He apologize for the inconvenience we were being put through. He proceeded to tell us he would personally pick the boxes up and bring them to the Murrieta store since he lives down the street from the Moreno Valley store. Steve to the rescue! I think the company needs to spend more time training staff members (including supervisors/managers) in getting to know their product, their procedures, how to really help someone and just overall better...

My husband and I visited the store a few days ago to purchase flooring it was on the second level and we were struggling to get them down however no worker helped us to get them down, a few walked by and didn’t say anything.

We decided to come back to the store to buy one box of the flooring we needed so my husband and I called twice before driving down here to ensure they had the product but it was on the second shelf again. This time we decided to walk around the store to FIND somebody to help us since the product was wrapped. We were at the store a half hour before closing and they said the warehouse was closed and that they could order the piece for pick up because the warehouse men could not take it down anymore, mind you the two ladies we spoke to on the phone did not explain this to us.

The box we needed was right in front of us but they couldn’t do anything about it there was a few men working and they also had a forklift going around but said they weren’t going to take it down. No one informed us that they would need to place an order for a box of flooring that they physically had in the store when we called earlier. We explained the situation to the manager Shellie but she let us know that they wouldn’t be able to take them down and said she would make sure to let her team aware of protocol over the phone.

As we walked out my husband informed the cashier of the situation and was able to get the box we needed simple as that. Not sure why the manager needed to turn away customers that drove over an hour and we’re proactive by calling twice before...