Floor & Decor — Local services in Shrewsbury

Steer Clear – very poor customer service

The store is fine – the floor staff is friendly. Their selection of wood-style porcelain tile is limited but ok. We purchased 350 sq. feet of tile and set a delivery. So far so good. On the scheduled delivery, date one of us was at home as required to sign for the delivery, but it never came. We checked our camera footage – no one came to the house or even entered the driveway. The delivery driver evidently called my spouse’s number (who was at work and without access to their cell phone) and when the driver didn’t get an answer, he just didn’t stop/left (!?). Our car was in the driveway and the lights were on – obviously someone was home, but the driver didn’t bother ringing the bell or knocking on the door. He just left. When no delivery showed, we called the store and were transferred to the delivery company, who then told us we needed to call the store, and it continued like this like we were on some hamster wheel from hell. Even assuming it was the delivery company’s fault, it seems bizarre that the store would not support a customer in remedying an absurd situation – they didn’t even try to make it right, just gave us the runaround by putting us on hold and then telling us it wasn’t their problem because the driver tried calling.

Eventually, the store told us we needed to reschedule the delivery and pay ANOTHER delivery fee and would not budge. So, here we are having to pay a second $250 fee, plus a day wasted just because the delivery driver missed the training on how a door bell works. Ironically, when the second delivery happened, we received no text or phone call – they just showed up. So, clearly answering the delivery driver call is not required for delivery and there is major inconsistency in their practices that negatively impacts the consumer.

Bottom line, with so many other tile stores literally within a few square miles of this one, I would recommend that you go to any one of them rather then risk being out of the time and money due to their lack of service or common-sense...

We were heading back home to Franklin after visiting family in Longmeadow when we decided to swing by Floor & Decor in Shrewsbury—and whew, what a blessing that stop turned out to be!

Rafael was AMAZING. Not only was he super knowledgeable and patient, but this man went above and beyond for us. He literally had to shift through a packed stockroom full of new shipments just to find exactly what we needed. And yes—he even hopped on a forklift to make it happen. Who does that? Rafael does. That’s dedication.

We’ve been working on our bathroom renovation for over a year now, so we’ve had our fair share of store visits and not-so-great experiences. But this one? Top tier. Rafael made us feel taken care of from start to finish—he was kind, thorough, and made the whole process feel easy.

Floor & Decor in Shrewsbury really showed out, and Rafael was the MVP. If you’re doing a home project and want real customer service with heart, go see him....

My pregnant wife gives Sean and this store 10 stars.

My wife and I are trying to finish a backsplash before the little one comes and we finally found a white marble tile that we both really like.

We went in and asked about it, and Sean started looking for it. He discovered that the SKU we wanted had been discontinued, so we started looking for something else.

He however took it upon himself (without us asking btw) to check the back and SHAZAM! The Floor & Decor Genie DELIVERED. He found just enough of the discontinued SKU in the back.

Bc of Sean, our child will never know the gritty taste of raw drywall accidentally mixed into blueberry pancakes. Our child also won’t get to draw on the wall, but hey, you can’t win everything.

Really though, chill store. Helpful staff....