Floor & Decor — Local services in Savannah

So this review is going to be a little different. Everybody will write a review about great experiences, when everything goes great. Some will right scathing reviews because things went wrong. The question is, what about when things go wrong, and the customer service makes things better? No one ever writes reviews about that. I recently installed a shower and floor for a customer with a three color 2” hex. I was at the finish line when I looked down and noticed that tiles were not just shades of of the same color, which would have been fine as I work out of multiple boxes, and shade variations aren’t noticeable. but completely different colors. I was beside myself. After dealing with bad service from the big orange and blue box stores for years, I girded my loins for battle. I knew that I was going to have to fight to get a resolution.

I arrived about 430 in the afternoon, and spoke with the pro desk, who promptly called a manager. The on shift manager James showed up, and came out to my truck to look at the tiles in question as I was only halfway through the floor install. He apologized profusely and informed me that I would have to return in the morning to talk with Wayne, the general manager. He told me not to worry, they would make it right.

I returned the following morning, and did not even have to call for Wayne, as he seems to make it a point to be on the floor and interacting with customers. He asked me how I was doing and I informed him of the current situation, he sprung in to action. He inspected the tile, and did not even argue, but confirmed the color difference. He then had Michelle from the Pro Services desk begin helping me find a resolution. While the tile that was installed was not available for four to five days, we looked for other tiles that may work. I found one that I thought my customer would love. Instead of having to buy two sheets, Michele told me to take them, and show them to the customer. The customer loved them.

When i returned to the store, Wayne and Michelle replace the tile, shower pan, and other items with no problems and told me if there is anything else that I need to complete the repair, please let them know. Andrea, who handled my original order, processed the returns and new materials. Wayne also stopped by to check on me.

So, Wayne, James, Michelle, Andrea, and the rest of the Floor and Decor staff, thank you. You guys worked hard to make a bad situation so much better. Even though I m having to put in extra work on my end, your customer service has made it a much lighter...

I have been a customer of floor and Decor since I punched my first home 15 years ago in the Atlanta area. I was excited when the Savannah area got a store. I can't even compare the two.

This store is always out of merchandise, I have had two huge projects that have been delayed and over budget due to their lack of inventory.

Most recently, I went into this store for an item that showed online that the store had 12, when I got in the store they had none. I waited a week and went online to purchase the same items for an in store pick up. Online showed the store had a total of 12. I made the purchase and I received an emailed within an hour that the product was ready. I called to verify that they had the product, the person I spoke to confirmed. I then asked him to read what the label said, the label he read was completely different from what I ordered. Boy was I glad I didn't make another 45 min drive. I spoke to the department manager, who was useless as I have spoke to him before and he never fixed the inventory in the system. When I requested to speak to the general manager, he refused and said he was in a meeting. I asked to hold, I was kept on the phone for over an hour and the manager never came to the phone. This situation delayed my project for a total of three weeks. The service her isn't always the best. It seems like you have to beg to...

Worst customer service EVER! They should change their hours because after about 8:30pm no one will help with ANYTHING! When we walked into the hardwood dept the man asked if we needed help. I said yes, a lot we need x and showed him a sample of which reducer did NOT work and asked him help us find a smaller size. Instead he gave us thorough instructions on how it’s not “supposed to fit”. We went on to search for the correct measurement. Everything was misplaced and finding the right color and size was overwhelming. After a few minutes we asked the lady at the front for help she said that the man had already clocked out. I asked if there was anyone else that could help she said no. A few minutes another man came, I asked him to help and he said “finding the right size and color doesn’t happen much, that just takes luck.” He stood and watched as my husband and I continued to look- literally stood and watched us look. I told him about us asking the other man for help and him just talking to us but not coming to help and he said “yea that sounds like __.” As we left the lady asked if we found what we were looking for. I told her we hadn’t, that we needed help and that the 2nd man just watched us look. She replied that that wasn’t his department. I reminded her that I don’t work there at all and I still managed to look...