Floor & Decor — Local services in Sugar Land

HORRIBE CUSTOMER SERVICE; NO ONE KNOWS THAT THEY'RE DOING! REGRET GOING THERE AND WOULDN'T RECOMMEND TO ANYONE.

I recently bought some tiles and while working on the project, contractor told me that we were running short and he would need more tiles. The tile was not available at our store (in Sugar Land, TX). I ordered it on line from the Austin store (which was showing to have plenty of that tile) and paid for delivery as well. As I placed the order, I was told that the tile will be shipped to my store and available for pick up within 7-10 days. It's been more than two weeks now. I tried to call our Sugar Land office to check on the status; first of all, 99% of the time when you call that location, it just rings endlessly, and if even if someone answers (that would be your lucky day), they put you on an eternal hold. When I finally talked to someone, they were clueless and told me to call the Austin location. I called that location, and after an eternal hold, I was told that there was no order under my name or phone number. Feeling frustrated, not knowing what to do, I called their main customer service number today and, after a loooonnnnng hold, when the agent responded, she looked into her system and told me that the Austin store (where I had ordered) does not even have that tile and it "will be" shipped from some "Parmer, TX" location. I'm like, what did you say Ma'am, "will be"???? It's been more than two weeks since placing the order. She put me on another long hold, came back and told me that she called that location, and they were busy with customers and couldn't talk to her but someone from that location will definitely call me TODAY. It's 9 pm now, and I'm not holding my breath to receive a phone call. I have never worked with any retail company with such horrible customer service. They (seriously) need to take some lessons from Walmart, Home Depot, or Lowe's. I'm so frustrated..........because I'm just stuck. Can't go to another retailer, can't trust Floor and Decor, and my contractor keeps calling me to finish his project. And guess what? Before writing this review, I initially went to BBB to file the complaint, but it seems like they had already received 130 complaints against F and D in the last 12 months, so I...

I am highly disappointed of this store customer service and management. This was my first time shopping at a Floor and Decor store. If I knew I was going to do so much extraness I would've purchased with Lowes or The Home Depo or maybe gone to a private own store. I purchased some tile to complete my mothers backsplash for her kitchen. I approached Tommy to get an estimate of how many tiles to purchase for the kitchen. Tommy was able to give me an estimate on how many tiles the kitchen would need. The tile cost $4.28 per title. Then he decided to lower the price of the tile to $3.59 per tile knowing that all the tile was not in store. Tommy did say "they" would need to order it from the warehouse couple of miles down, not states. Which I was okay with. I proceeded to the check-out and Chadwick the cashier said "I can not sell you this tile at $3.59 because I can guarantee you we do not have all the pieces you need." So, I suggested I was going to count the tile before purchasing them. He was very adamant he was correct, that he said he had helped a family the previous day wanting the same tile and he knew the store did not have all the tile I wanted to purchase. At this point I was not going to argue with him so I purchased the tile for $4.28. Chadwick mentioned it would take 15 days for the shipment to arrive at the store, which I was fine. Fifteen days had passed no call, I called the store NO ONE would answer. I waited another week and called again, NO ONE answered the phone. I went personally to the store and was told only 27 pieces had arrived and I am pending 9 more pieces. Tommy was at the store at the time and he told me "someone" ordered the tile from a Floor and Decor store in CALIFORNIA!!! When I was told it was going to be ordered local. Not only that but i was told the tile was discontinued as well. Tommy wrote my name and phone number and said he was going to follow up with the order and should have it by that week. It's been a month from date of purchase, I am still waiting for my 9 pieces or his call. I have called today and NO ONE answers the store phone. If you are planning to purchase with them or at this store make sure they have everything in the store!!!!!!!!!! If not you will end up...

I heard about this place from a friend who stated that they maybe the Sugarland location can give us the best design for our shower remodel. So I went to the store and talked to someome at Pro Services to help me design my shower. Once we got our design down he setup someone to come to my home for measure for materials. They even recommended me a General contractor. Sounds great right.....wrong!! The contractor they highly recommended gave me a bid of 12k just for a tub to shower conversion they I paid extra to have everything delivered which also went horribly wrong. I was told I would be receiving 2 pallets of product but when the drive called to let me know he was on his way he only knew of one. When he got to my home he found the other missing pallet. During the breakdown of those pallets I noticed items missing. It took calling Pro Services 10 times before someone picked up so I can ask about my missing items then I was told in fact I should've had 3 pallets plus one of my items was still missing because they were out of stock. I asked why didn't they tell me this before I purchased this important item needed for the install they admitted they were wrong but was unwilling to help. They found that a store on the opposite side of town had one in stock buttold me I would either have to go pick it up or be charger a transfer fee even thought this problem was solely created by them. I asked to speak with the manager about it and Mike stated he could help in anyway fix the situation but then tells me they have a bigger size of the same item in-stock at their Sugarland location which costs more but I would have to buy it at full price which was 3x the amount of what I was sold originally. I spent a lot of money at this store and even though I was not at fault for anything I was to take all fallout of their multiple mistakes. I thought about returning the 4k worth of product that I bought and said goodbye to this store but my wife love her tile but I will no longer use them for any other projects. I wish I could give a rating lower than this but there were a few people that tried to help but was over ruled by the higher ups. I guess I should stick with Home Depot or Loews at least they would've tried to...