Floor & Decor — Local services in Tredyffrin Township

I stopped in on a Friday night to place an order for pickup the next day around 2pm. I gave my square footages and quantities needed and was told everything would be ready for pick up 2pm. I arrived around 230 and was told that that they were currently pulling my order so I left to grab a cup of coffee. When I returned I was told they were short some wall tile for 1 bathroom and short floor tile for another and in order to get the additional tile there would be a shipping charge to get it from their Levittown store. Eventually this shipping charge was waived as it is absolutely ridiculous to pay for their own product to be shipped to their store for me to purchase. Especially when they sold me tile the didn't have enough of. After being told the tile will be shipped to their store so far I have been told it could take "couple days", "3-4 weeks", and now "about a week". After realizing that my tile will most likely not arrive on time I am now going to drive directly up to their other location in Levittown. When calling the Devon location to explain that I was not going to wait for the material and was going to drive to Levittown to pick up my material I was told I should call them and explain the situation?! I could not have been more disappointed in dealing with this company. If it was not for the timing of my project I would return all of my material and purchase from another supplier.

UPDATE: So first thing. Floor and Decor's prices are great, very hard to beat. However you deal with a ton of nonsense. Secondly, new story. There was a penny tile they carried that I liked. I needed 25 SF, I called the day of placing the order to see how much they had. I was told they had roughly 56SF. I asked to place the order over the phone to reserve the tile and pick it up, I was told you cannot place orders over the phone. You must do it online and then pick it up. So I checked the website and it states "Free Same Day Pick Up if Ordered by 2PM". I place the order at 10:43 AM May 31st. Once I pay and place the order I receive an email stating "Do not go to the store for pick up until I receive a confirmation for pickup". I wait until roughly 5 o'clock and call. I am told "they only have 12SF of tile and the shipping manager just left. They do not know when they will be receiving more". I call the next morning, I am told they are not getting a deilvery for 3-4 weeks and I'll need to wait to get the balance. I finally ask if they can get it from another store. A manager who was very nice gets on the phone and says they can get it overnighted from another local store. Worst case scenario I would have it Monday June 5 and they would notify me when it was in. Needless to say it is June 19th and I have not heard a word from anyone. At this point receiving the tile is totally irrelevant as I already purchased from a different store. So word to the wise. Do not shop here unless you are physically looking at the tile and the square footage you need and it is in your own cart at the store. This company sells whatever they can as quickly as they can damn well knowing they cannot meet the expectations. If you are even somewhat of a professional I would stay away from this place bc they will only make you look like a fool to your client. DO NOT BELIEVE ANYTHING ON THE WEBSITE OR BASICALLY ANYTHING YOU ARE TOLD IN THE STORE. Unfortunately, I didn't learn from my first experience and let the price of the product get the best of me. I went down the street and bought a similar penny which ended up costing me about 1/3rd more. Do yourself a favor and save your sanity and spend a...

For selection, I’d give this place 4 stars. But I’ve been in there twice where staff members were either rude and/or rude and lazy. And when you spend a lot of money, you don’t want rude!

I bought some engineered wood flooring that is very pretty, was a great deal as it was on sale and about 1/2 the normal price. But my contractor pulled up to load it in his van, and the guys dropped the pallet right in front and refused to load it into the van. All other cars and vehicles we saw were being loaded, but the guys were lazy and didn’t want to do their job. It took a complaint to the store manager, and threatening to have them refund all my money, before it was then loaded in the vehicle. My contractor’s been using that place for many years, had sent many customers there, including me, and was very, very upset about this. He’s pretty chill, so it takes a lot to set him off.

The next instance, I’ve been back and forth at least 2 dozen times getting samples for a backsplash. I finally decided on ”the one,” and went to purchase it today. I was made aware at the register that you could not bring back any extra tiles unless it was a full box, even though I was buying loose tiles because they did not have a full box. It made absolutely no sense! I phoned my contractor to double check the amount he needed, to ensure there was as little waste as possible. An employee named Tim listened in on my conversation, took it upon himself to be offended by us not being happy about their return policy, and yelled at me and was very rude. Again I needed the manager and was ready to leave the product. There is no reason for someone to eavesdrop on my phone conversation and then interject himself in that conversation. There is no excuse at all for being rude to a customer who was not even talking to them!

So I can recommend this place for its large selection. I had expected to buy more flooring for my basement there, but will now seriously rethink that and see if I can find it somewhere else. I know what I want, so I can buy it elsewhere. It will depend whether or not the price is good enough. You don’t need to shop, especially when dropping a lot of money, at a place where they don’t respect their customers and don’t appreciate their business. On an extra note, I will say that Dan was very helpful in finding me the tile I had come in for in the back, when there was not enough on the shelf.

UPDATE: Customer service here is amazing. Sarah, the Operations Manager contacted me based on my review, and to make up for what happened, she offered me 50% on the next items I purchased. I still needed flooring for another room, so this was definitely a generous offer and very much appreciated.

I had another issue yesterday. One of the boxes of flooring I bought was incorrect. The very last box was another brand and another color! Oh no! The contractor didn't find it until working in the last room. The boxes were very long and very heavy, so not easy to go through and check. But after all, the store pulled the order. That item is now discontinued, so I was very worried about how we could finish this room. They located 5 boxes of it at another store about an hour away, but this was way too big for my car. Craig, one of the salespeople, called me and told me he would deliver it TO MY HOUSE within 2 hours!!!! My contractor is installing it now. Thank you so much Craig, Sarah and FLOOR & DECOR! You...

If I could give this store a 0 I would. Buyer beware. The management at this store is horrendous. I ordered tiles from here on a Sunday and never received a confirmation email...half of the time I have placed orders through floor and decor I don’t receive an email and have to call the store to find out if my order is ready. Long story short it was confirmed Monday that my order was being pulled. I was driving from New Jersey (2 hours away) and told them I was coming Wednesday. On Wednesday I called and spoke with Ed (the manager) who told me he would personally flag my order and make it a priority because IT STILL WASNT PULLED. He said he would bring it up to management as well (keep in mind, he is the manager). When I drove there Wednesday my order had still not been pulled. After waiting in the store for TWO HOURS I was only able to leave with 1/3 of my tiles. Come to find out other orders were pulled ahead of mine for the same tiles that came in after my order placed Sunday. When I spoke with Ed at the store he told me he just got in for the day....I spoke with him at 10:30 that morning and i made it to the store at 1:30. The store manager would not come speak with me....”conference call” and no one could explain how they didn’t have my tile and Ed did not take personal responsibility for not having the tiles pulled which he assured me he would do. They were not even able to figure out a solution by the time I left the store. Did I also mention I was charged for my full order that I didn’t receive? When I called back the next morning I spoke with the customer service manager who further complained to me about management and other customer issues and said Ed had been an issue. Completely unprofessional. I didn’t call to hear about other issues, I called for solutions and results. She said she would try to locate my tiles and assured me she would call back....not a surprise here, she NEVER CALLED BACK. I had to call customer care to have the issue taken care of. Ed should be fired, so should the pathetic store manager who couldn’t even come speak to me even though I was in the store for hours. I will absolutely NEVER get tile from here again. Also, wrote an email to corporate and have yet to hear back.

**Editing to note that despite someone responding to my comment saying they would reach out...it has been one week and no one has reached out. Yet again another reason to avoid this place. It’s as if they are turning a blind eye to their extreme lack of customer service and basically saying that it was ok for me to be treated this way. So if this extreme lack of customer service happened to me, it will...