Floor & Decor — Local services in Saugus

Saugus, MA store - selection is 5, customer service is 0. Came to the store to check the selection and pretty quickly came upon a display, which we liked very much. Were ready to purchase tiles right away. Asked an associate where that tile was stored and it was nowhere to be found in the store while his computer said that around 100 boxes were at that location. Had to go home and order online together with a nickel profile we needed. A week goes by, no response from the store. Tried to call several times - no answer at any extension. Finally got someone on the phone and after some back-and-forth with different people found out that the profile was not available at that store. They did not figure it out for about a week. Had it shipped free from another store. Came to pick up the order, all seems to go smoothly. Need to order quartz countertop now and is told by Kenny (the manager?) that the minimum quality is 15 sq ft. Fine, I need about 16. Paid for the measurement and was told that someone will call me 'tomorrow' to schedule the measurements. Tomorrow goes by, the day after tomorrow goes by, couple of more days go by - no call. Calling the store, the third or fourth attempt is successful. Oh, sorry, the person is on personal leave, will be back in a couple of days. Is that the only person scheduling the measurements? The person calls and tells me that someone was calling me before, but did not get a response. I have no missing calls on my phone! Anyway, my phone number is verified and I am told that someone else from a contracted company will call me to schedule - quite a process. Scheduling and measurements go smoothly. The person, who did the measurement again tells me about 'tomorrow' - someone will call and go over the order and schedule an installation. Meanwhile I apparently need another nickel profile to order and there is one in the store (shown online), can be picked 'tomorrow'. Again, tomorrow goes by, the other day goes by, I am calling the contracted company to learn that I need to call the store and arrange payment. I repeat - I need to call the store, not the other way around. What a service! Called the store several times, no response. OK, I can go there, pick up my profile piece and arrange payment. The profile I am getting has a scratch along the entire length, can't be used. Apparently someone returned it and it was sold to me without even checking! Great! No other sample at the store, shipping from another store is not free and I have to go myself (around 40 min drive one way) to pick another one up. The countertop payment part - Kenny comes up, tells me that the measurement fee was deducted from the price and slaps me with an astronomical number. What? Apparently a minimum order is 25 sq ft, not 15. Oh, I must have misspoken - says Kenny. Not much I can do and I am asking, if I am getting these extra square feet of the material. Apparently, I need to call that contracted company. Nice, the store does not do anything to help. Paying the amount, looking at the receipt - there is an extra $300 for 'extra work'. i stop Kenny from leaving and asking him, what it is. Ah, this is for the 'special' edge. Nobody ever told me that a quarter edge is 'special'! Oh, you had to look at the edges available and prices at the stone selection department. I HAD TO LOOK, not WE HAD TO EXPLAIN EVERY ITEM IN THE ORDER! No 'sorry,' no nothing. Probably, during these COVID times the store has a problem with very few people working, probably they are a bit overworked - there is quite a number of customers there. However, I though that only big box construction materials stores have huge problems with customer service. Apparently, this store in Saugus...

If I could give a zero star rating I would but unfortunately I have to pick 1 to be able to give the complaint. I bought a drill for my mom as a gift and my mom already had bought one so I went to the store in Saugus to return the drill I didn’t have my receipt. The lady that attended me said she can give me a store credit due to not having the receipt but I ask her if I can swipe my card to find it she said the system didn’t allow her to do so. So I ask if their was anything they can do to get my refund without a store credit so she called the manager named Jonathan he immediately said that they do not do no returns on tools that they are all final sale I been working in customer services for 10 years and never in my life have a hear that. Then I contact customer care by phone to ask them about the policy and he couldn’t answer my question about the policy all he said was that the store manager can make whatever decision they want that the policy goes by each store I specifically asked hem the policy about the tools and he said he did not know them and then hung up on me. This has been the worse treatment of all. I am and will go all measures to make sure that either they clear up the policy because supposedly their is no return policy on tools but their is no sign in the store and the employees don’t know that policy neither so with that said their is a big problem of missed communication in...

Let me begin by saying that Floor & Decor is your one stop shop for flooring and more. My dad and I purchased a home in September and we’ve been doing extensive renos we did our fireplace wall with a beautiful stone then we did 3 bathrooms with tile all 3 with different types of tiles including one with glass tile now we’re finishing up our attic with laminate flooring and in about a week we’re doing a large porcelain format in the kitchen all this work has been a big process but thankfully we met a very , very helpful person at Floor Decor - Rosanna Duran she’s a design Supervisor who has extensive knowledge well rounded in her field she definitely has an eye and ear for this stuff meaning she knows her products and she listens to her customers she’s into detail honestly she’s made my experience building and purchasing materials much easier, she’s so good and helpful that I would’ve thought that she’s on commission because of how much time she dedicates to all her customers. I could I’d just pick her brain all day, if anyone is considering floors n more this is the place and make sure you ask for her at the Saugus location...