Floor & Decor — Local services in Roseville

I wish I could give less than 1 star. Our experience was an absolute nightmare from start to finish. We purchased 3 different tiles for our bathroom, one of which we based our whole project around and absolutely loved! Well they didn’t have enough at the store so we ordered the additional boxes to come in a week or two later. When it came in, the labels on the boxes, item numbers and colors all matched but when we went to install we realized that there were two very different colors and upon further comparison found the individual tiles had two different SKU numbers. They were selling two different SKU numbers under the same item number. So we went to the store because surely they’d make this right, right? WRONG. We found out the manufacturer made a SKU/color change and was in the process of phasing out the old one. Which is what we ordered and which was still on the floor and on the sample wall. It was known by management, yet they still had the old color and product on the sales floor (we ordered in April, found the error in May) and they didn’t immediately try to make it right they tried really hard to say it was our fault somehow. After much arguing about how we wouldn’t get a refund for the few boxes we had used already of the wrong color because apparently it was our responsibility to not only check the boxes and item numbers but scan each tile SKU individually, they said the LA store had the tile. We were told a manager at the LA store physically walked over and checked the SKU and shade and pulled it from the floor that day to ship to the Rocklin store so we went ahead and put out another $140 to get the tile we loved and just move on. Come to find out no one ever pulled the tile at the LA store. So we waited again and it came and it was again two different color tiles. Its now July and guess what? No tile. It has magically disappeared from any and all stores. When we called the store today for status, the manager on-duty, Kelsey did not have 1 ounce of customer service skills to say gosh I’m really sorry you’ve been through this 3 month ordeal, is there anything we can do to make this right? Maybe we can help select a different tile at a discount? NO. In fact, there was just more blame and at one point she even told my husband that he should’ve checked every tile individually because that’s what “contractors do!” Floor and Decor, Is that how you train your people to talk to customers? We will absolutely never shop here again and unfortunately for Kelsey, my husband is a contractor so not only will you lose our personal business but we will not use you or recommend you professionally either. Ultimately, we got a refund of all our tile and we would like to recognize Michael Tan who is a supervisor in the warehouse. He was the only employee out of at least 5 or 6 who seemed to genuinely care about us as customers, acknowledge the store/manufacturers mess up, didn’t blame the customer, called other stores and followed through when he said he’d call. Thank you, Michael. We wish you the best.

UPDATE: We worked with the general manager Rob. He was apologetic to our situation, he help tremendously going to great lengths to make sure that we got the tile that our bathroom was designed around. It wasn’t easy but he stuck with it, and personally checked every box with me. My wife and I are so happy that we have our shower again and that everything is how we envisioned big kuddos to rob! We look forward to future projects and working with floor and decor in...

Very disappointed! After paying for our merchandise, two days ago when we were there, we were told to wait outside and they will load up everything in the back. We were told it would take about half an hour. Well, it didn’t, we had to wait an hour and a half. We waited in the car in the front parking lot and an hour later, when we went to check in the back, they were loading up the guy who paid after us at the register. How is that okay? So if we are not physically there, you won’t load our merchandise? My dad waited by his truck for one hour in the cold, watching them load up everyone else but us. After finally loading up the tiles we bought, the boxes of tiles they had extra, they were pretty much dropping them like no tomorrow, when my dad asked if they won’t break if they’re thrown like that, to which one of the guys working said to my dad “oh don’t worry, these are not yours!” I mean excuse me? Someone will buy those tiles and have to return if they are broken. The workers there clearly don’t care about anything. The WORST thing is that we got home with one box missing, instead of 7 they only loaded up 6. So we had to drive back there 30 min one way to get the missing box of tiles. After spending so much money at a store you would think they would put a little effort to make your experience decent and give you everything...

We purchased extra tiles on the recommendation and direction of the salesperson at Floor & Decor. He informed us that any unused items can be returned for credit. The package can be intact or loose.

Unfortunately, when I tried returning the tiles I was told a different story. The sales manager indicated they only accept a few loose item, even though they sell items by the pieces, therefore his argument is ludicrous.

Secondly, the packaging were soiled because their delivery person refused to place the tiles inside the garage because he fears his tires may be punctured from the debris. The place of delivery is a construction site that I indicated to the dispatch manager. I told him the driveway is not cemented and only a dirt road.

This is the reason why the package got muddied and soiled but the tiles are in perfect condition.

Neglected to say, my reasoning went on deaf ears. This is an unsatisfactory business practice. When you are told by an employee of an agreement then the company should honor that commitment.

We would've never made additional purchases without us being assured that any unused items can be returned. Now we have all these tiles we don't need, and are in...