Floor & Decor — Local services in Pompano Beach

The following is a summary of my experience: The website has a fairly decent user experience and was simple to place my order. After I placed two separate orders, I received an email stating that I would receive another email once the orders were ready to be picked up. After two days, there was still no status updates on the website and no email (yes, I checked Spam and Junk folders). So I called to check on the orders. Marisol, in the warehouse, answered the phone and checked on my orders. She told me she would schedule the pick-up which would trigger the Picking & Packing on their end. Again, I would get an email by end of day...I did not. My contractor went to Floor & Decor at the scheduled time and the order was not ready. Apparently, it was somewhat of an ordeal for my contractor to get Floor & Decor to load the tile into the back of his truck bed. My contractor was concerned by the small amount of tile in the order so after he checked with me, we realized Floor & Decor had only given him 1 out of 2 orders. He had to return. They then gave him most of the other order. I say "most" because one of the set of tiles (shower floor) was simply missing. Had I not gone through the boxes, I would have never known they didn't have the tiles they sold me. Almost seems fraudulent. Now for the customer service part: I assume they have caller ID, since after most my order was picked up...the warehouse would not pick up the phone. I wanted to see if I could still get the tile as I wasn't ready to request a refund....I wanted the tile they sold me. After the warehouse stopped answering the phone completely I felt it was time to request a refund. I used the automated system to request a refund. Initially I spoke to a very nice young lady...who then placed me on hold nearly 15 minutes then hung up. I called back, was immediately transferred to the warehouse. The warehouse, caught off guard I assume, took the call and then transferred me back to Customer Service as I simply wanted a refund for tiles I never received. Upon being transferred, the line hung up, conveniently. I called back, got Customer Service, and was told I would receive an email shortly confirming the refund as the tile in question was discontinued and no longer in supply (why is it on the site??). After not receiving an email by mid-afternoon, I called again. The nice young lady was surprised that I hadn't received an email and said I would get one shortly (24 hours later and still no email). I tried calling again, phone just rang for a minute and then hung up (during normal business hours).

Update: Tina reached out to me, she was very helpful in getting a refund confirmation out to me. Apparently the refund was approved and issued but, for an inexplicable reason, I did not receive an email. I did finally receive a refund confirmation after speaking...

Made an online purchase on 9/30/2023 which the status was quickly updated with preparing the order which I thought was good news. Fast forward to 10/2/2023, no updates, no calls for what was a relatively small order. Called the 800 number to find out that the full quantity wasn’t in stock and some were damaged. I was transferred through to the store and scheduled the pickup for 10/4/2023.

Arrived 20+ minutes early, checked in online, and was helped almost immediately. However, from here the experience went completely sour.

First, I was told they were unable to locate the items ordered despite confirming them the day before and as shortly told thereafter that the manager and another employee were attempting to locate the items ordered. After approximately an hour waiting and no real progress, I walked to the location of the display which was clearly labeled to find the manager and the employee looking nearby but without success only to point to them that what I had purchased was in its correct location behind the display. The manager made some comment about things being in the incorrect location which seemed like an excuse to me. Anyways, I returned back to the pickup desk and informed them we found the product and then proceeded to wait more. After more time passed without any real progress, I grabbed my own red trolley, went to the location, and started loading up the flooring myself. The employee that was looking for the flooring early came by to help and asked why no one called in to pick up the order but helped me stack a few of the boxes I ordered. From there, it took another half hour just to get the refund for the missing/damaged boxes from the order only to be stopped by the manager that was by the registers to ask me why I’m returning the items (only the damaged/missing items). I will say I was quite annoyed at that point that I was challenged even further by the manager who could care less that the order was a complete disaster.

The pickup desk seemed overwhelmed and run by one person and seemed like there was no one helping. However, it was clear there is a void of leadership.

Happy I was finally able to pickup my items but what a...

I wrote this review on yelp and here bc I’m so upset. I just had the worst experience with customer service. I needed to buy a few marble windowsills to replace cracked ones in my new house. First, I didn’t know where they were in the store. I had already wandered around the marble section for a bit and didn’t see them. I asked 2 different men first, where the windowsills were, second if they could help because me I didn’t realize they all came in huge 6ft slabs that were very heavy. I’m 6 months pregnant and at this point lifting heavy objects is very difficult for me. Both were extremely dismissive and just pointed to a general area. I specifically asked one person to walk with me and pointed out to me because I was having trouble finding them. He said he was busy. I said fine if you could radio someone to help me I would really appreciate it. He literally rolled his eyes at me and just pointed where they were again. So fine, I found them on my own but again they are very heavy and I needed help lifting them because after all I’m pregnant and it could be dangerous to lift something that heavy and I could also crack the material if I drop it. I asked that same man again for help, stating I am pregnant and I need help ....he gave me a blank stare and did not move. Finally a woman overheard the conversation and came and helped me. I have to say she was wonderful. But it took 3 people!!!! This is why people shop online now. You go to a store to see things in person and have the ability to ask questions and get some type of customer service and some help. But if you can’t even get that, then the convenience of online shopping outweighs the disrespect I got at this location. In the future I will shop online or will go to to a different floor and decor because I was so frustrated. Home Depot also has way better customer service than this! do appreciate the woman helping me though , I guess maybe just the men in the store are...