Floor & Decor

First time there. So many staff that were friendly and helpful. Good selection. Prices very reasonable. Check out lines had zero waiting. Seems like we’ll buy our tile from here.

So we saw a sample bathroom at this location and bought it's exact tiles and grout. We are so pleased with the outcome! We did a stack pattern which also looks amazing! Thank your team for making such great inspirational displays. We also got tile for the other bathroom, white with green striped accent wall. Love it!❤️❤️

We came here at the recommendation of several contractors to get ideas. We were offered assistance as soon as we came in. We looked for a bit and Richard asked us what we were planning given the samples we had with us. He offered advice from his experience and pointed us to even nicer looking, but much lower cost travertine.

We will be back to purchase for our bath and fireplace projects!

I've tried calling this, and two other stores over the last 30 minutes, almost continuously, selecting different options with the hopes of reaching someone to confirm product is available in their store. No employee answering the phone in a store that has 6+ employees at any time is an allowed culture issue reflective of store management. I don't put the issue on the employees if they feel it is acceptable to ignore the phone ringing. I am a business owner, and I would be absolutely livid if my employees thought this was acceptable conduct.

This is not the first time. This has been my experience on multiple occasions trying to call into Floor & Decor stores. The reason for my review/ complaint. I tried giving them a shot as a contractor, but this is beyond frustrating. Hopefully this message reaches upper management for culture changes on what is currently considered acceptable practices by their employees. Can't have that many employees at a business that large willing to ignore the phone ringing. That's money calling and being ignored.

My husband and I are about to tackle our first DIY bathroom together, and Floor and Decor has helped us all along the way. Anthony is extremely knowledgeable, and made sure we had everything we needed for our project before we left the store. They helped us get everything into our car as well. Highly recommend!!

I kind of like the store they have a lot of different choices. But be careful when you planning to remodel your bathroom or floor. You better bring your installer to check the tiles because there is so many low quality tile in the store. Many many tile has imperfect shape, no 90° corners, some of them curving bulging. You don't see that until you have to install it.
Then you realize the project will be way much harder than you thought. Don't buy tile there unless a professional look through the tile.

Never really need anything from here, but the place definitely had floors galore, and the complimentary water bottles earned you a 5 star! Fixed my mistake.. I meant to put 5 stars not 3. Thanks again.. Yr kindness actually made my day that day, and i left there and immediately found a way to pay it forward. Kindness is contagious!

Super customer service! I was able to get two countertops and a great deal! Professional service and courteous. Highly recommended.

Have been shopping here for a few years but tonight I went in after some time for a small tiling project and the employees were very helpful. It was about 30 mins before closing time and yet they still had the patience to help me locate the tile I needed, grout, thin set and schluter. They helped load it into the car. I didn't catch the woman's name who quickly grabbed a bunch of tile I needed from the back but the other person who helped was Tyler and he said he just started working there 4 days ago but was extremely patient and would ask for help when he needed.

Leena was the person that helped me the most. Instead of making me wait for someone to be available she helped me herself. She didn’t quit even when she saw the size of the tile- 24”x48” with 3 tile per box. Christopher stopped to help also when he saw the large boxes she was loading. Leena went to get another cart and loaded the floor tile along with the other items I needed. After checking me out, she loaded the tile for me when the other loaders were busy wi other customers. Jesus came to finish loading everything when he saw Leena loading my tile. It was good to have his help again. He came to my rescue loading items on a different day when I had a problem. Leena stay with my order even when it turned out to be a large load. Thanks Leena.

Leena was awesome to work with. I needed to match tiles that I purchased previously, and she was able to search through the inventory and set aside the specific sets I needed. Appreciate the help!

I visited the store off of Camelback on wednesday the 15th, Leena was super helpful, helped me load my vehicle with the items I had purchased. Thank you for that! I love this store. For the most part everything is neat and overall employees are helpful.

It was very good they are very helpful there we were able to get in and out pretty quickly with just what we wanted

GREAT customer service! Leena was wonderful and gave me individual attention at my own pace. Good selection.

Used to be a GREAT place to shop for flooring!! New refund policy: ONLY full boxes will get a refund YET you can buy items by the piece. Might as well shop elsewhere! Ridiculous policy

I have come to floor and decor for many years and have recommended them to friends and family. Recently I made a very expensive purchase of a natural stone product that was very inconsistent (I have done many projects with natural stone and have never ever had this type of a problem.) from grays and white is what it should have been but some was very tan, cream colored with darker brownish red lines running through the stone long story short it looked awful and on top of that the stone would literally disintegrate in your hands when you picked it up which meant I needed to buy lots more tile then you would usually need. I was working and the contractor I used to install the tile didn’t notice how bad the tile looked and how different the colors were. I called floor and decor and they said to send a claim I. Which was probably done just so it appeared that they cared only to be told they would not replace the tile because since it was installed I must have accepted it. Lesson learned not to buy from Floor and decor but to go to Arizona tile the selection is great and the quality is amazing much less breakage so less money spent on poor quality marble. Very disappointed in Floor and decor.

Had an excellent customer service experience with Ron. He called other stores to help me find the tile I was looking for, helped do a custom order, and was a genuine nice person to work with. Thanks for the great experience Ron!

Great prices and huge selection of all kinds of flooring and wall tile, even cheaper than liquidation stores! Cant wait to go back to finish my new kitchen off with a backsplash. Was unable to find tile at other places to match my bathroom tile after a flood, but found a perfect match here at a good price.

Update: I wrote an email as the response team suggested (see below) but still was declined by The Retail Equation, which is their third party company that handles returns. I finally had to write a letter to Steven Denny (EVP of store operations) at their corporate office in Atlanta to get past the Retail Equation and actually talk to someone who understood my point (see below). I now received store credit for the materials so am satisfied and will buy here again. It just took a while (45 days) to get to the right person. (Also updated to 4 stars, up from 1 star.)

Original Review: Spent over $5,000 with these guys on one order and they wouldn't take back $200 worth of returns because of their 90-day return policy. They literally have the same items on the shelf and they just didn't want them back. I highly recommend buying from someone else.

Do not shop these stores. Dishonest and no follow through. Ordered tile 3 weeks ago....told by 3 employees 6 to 10 business days....the real story...not a tile in the state!!! They expect you to wait 3 more weeks...they expect you to be emotionally tied to their product!!! NO LOYALTY here. Save yourself the drama. STAY AWAY FROM FLOOR AND DECOR

Pro desk is amazing. Selection is amazing. However order pickup is a disaster. Been coming to this store for 7 years and order pickup is never actually ready for you to pick up your order.

Edward at the Highland location is a PRO. Cant say enough about this guy. Huge help!

I bought 1800 feet of a 24*48 at the Tolleson location. I Went to pick it up a week later and they to tell me they sold it. Its gone. It's discontinued. Can't get anymore. I asked for refund and moved on.

Disgusted with the Tolleson location I drove to Highland. Edward sorted my order out. They have more of the tile I need coming in a couple weeks. Appreciate the help...

This place is dysfunctional to say the least. Even when picking up an online order that was ready it took over an hour because the store could not locate it. It was still on the floor and had not even been picked yet. They made one of the older people go put the order together (which was heavy tile) while the younger employees just stood at the front walking around. I felt bad for the employee who helped me. This store needs some better management for the chaos. This type of experience happened not once but twice over the past month.

This store will not take a return Without a receipt and that's very frustrating because sometimes you don't have the receipt. I was here for 40 minutes trying to make it happen and they just won't do it even though they can scan the barcode you would think they would be up to speed electronically and be able to at least see when you purchase it And that it was at their store and don't give customers such a hard time.... They don't have that great of tile and they don't have that great of pricing there's plenty of competitors and I will never ever ever shop here again

When someone arrives before closing hours you let them in. Not block door and say closing in 10 mins. It's ridiculous to close at 12 noon on a work day. Can understand a couple hours ahead but not 7. It is not day before Christmas.

They definitely have floors. I like most of them. There's a few floors that were a little bit blase but overall I was impressed that all the floors were flat

Leena did an excellent job with a big purchase and return. Thank you for your excellent crew and help!

We spent this morning with James and Michelle at the Tolleson AZ location. They provided outstanding service. Thank you! We will be back!

Huge place for flooring. I wanted the cheapest click together to put in my camper shell. Found a nice looking one for I think it was 68 cents a square foot. One box did truck bed floor. I never installed flooring turned out ok.

Robert and the staff are amazing. We had to modify my ordered. There was never any frustration or annoyance on the staff..
Appreciate you guys.. Thank you.

Love the store itself. GREAT selection of really fun stuff. A tile candy store. The checkout girls were another story: Arrogant, rude, snotty young girls Jacquline was the worst. She glared at my when I pointed out she had made a mistake on my bill, angry as all get out. Snotty rude remarks. Another gal (not much better) stepped up and finished the correction. Really pathetic customer service ever for a Gen Zer.

Two visits to this location to look for new bathroom and floor tiles. The first visit we were there for two hours and the second for an hour and we were not greeted by an employee the entire time on either trip. It was not for lack of staff- there were many employees passing us by while we looked but none made eye contact or said hello. There’s a lot of beautiful tile options in store but you’d be better off shopping online.

Third time was the charm. Updating to reflect the much better experience that we had on our recent trip.

This is the only place I go to for flooring jobs. I send all my clients there. Prices are great, you can always find something you like and they'll have enough in stock. Return policy is stellar!

Nice selection and good sales staff. Jasmine was wonderful! But the store is deeply disorganized, and management is tone deaf to the concerns of customers. Jed , CSM, was also very helpful, but given this store’s intense disorganization, I cannot recommend it. Next time, it is AZ tile or HD,

Exact product needed was at the front of store. Also able to pay ahead and have our contractor pick it up.
Only negative was not being able to enter through the mall doors!

Leena at F and D is totally amazing! Friendly, helpful, patient.....I'll be back bcuz of her!

Andrea was our designer and she was nothing short of amazing! Being pregnant and busy with work, life, and a toddler, I was a bit overwhelmed taking on a bathroom renovation. Husband and I had scattered ideas, different opinions and having a short time line we needed direction. Andrea offered that and more!
She was direct and to the point while being polite and sensitive to our needs and ideas. She had great design suggestions and had us executing a wonderful plan in no time. From the breakdown of our space, determining appropriate amount of materials, to seeing us through the register and loaded up, she made sure the process was seamless. Highly recommend Andrea, she is the best!

Anthony and Yazzie were awesome. They went above and beyond to help me. I don't leave reviews but the type of customer service they displayed is rare, you don't see it often. Thanks guys

Melanie from this store is absolutely amazing! I called in to make sure they had my product and she made the whole process so much easier. I flip and rent homes so I’m in all of your store locations regularly and there’s only a few people I trust. She is now my go-to at this store. Thanks for everything Floor & Decor!

Seems like this location is short staffed or just slow,everytime I go pick up an order gotta wait like 2 hours,and I schedule a day before to pick it up,lol

And then rude staff.

(Anthony) department management of tile was such a great help. Very patient, very good taste helped me pick all my tile. Thank you

Pro-tip: Ask for Ron. Ron bent over backwards to ensure I had absolutely everything I needed to make my bathroom remodel perfect. Honestly, I can't remember the last time I experienced customer service like the kind Ron provided.

Can't say enough! I explained I wanted tile, and he made sure I factored in the correct amount based on my measurements. Then, he diligently worked to make sure the dye lots for my tiles were the exact same, which meant a lot to me because the bathroom my wife and I are remodeling isn't just any bathroom–it's the bathroom of our first home :). I hadn't even considered grout or mortar, and Ron coached me through making my decisions on which products and colors would suit me best. He carefully read the packages and explained what I would need for the dimensions of my bathroom. Honestly, I'll always shop at this store because of this experience, and I've already told my friends and family about the experience. On a side note, it was great to meet a fellow Phoenician born and raised here in town! We bonded over that, too. Excellent experience, couldn't be happier.

Staff here are not experienced, trained and customer support/solution is minimal to none. We have been trying to purchase since Sunday (11/14). We were asked to make an order of one of the two tiles we were deciding on and two take Home samples of the two tiles we liked. This was late at night into the nearing of closing hours. The standing manager said to us and the cashier persone we could not take the square footage we needed and it would be a staraged order. We left for the night at home we decided on the tile and next day I went back to place the order on the tile we wanted (update the order since they had us pay full price for the other option). When the rep was attempting to update the order, he tells me that there’s no more tiles of the one we want. Then they tell me because the refund is over $500 cash they have to issue a corporate check. Staff has created a nightmare of an experience at this store. No options to resolve the matter were provided and little to no care about our struggle. We now are stuck with a project at home and store is delaying the refund process. I’ve requested to speak to hire ups and store staff is refusing to assist. Can corporate please investigate the mistake your staff has made and the nightmare it’s created?

Prices are fair but they are always low on everything I need so I have to go to another location. And when I call in an order it’s never ready when they say. Never fails. Then they say “we’ll it’s in stock at our other stores”, like it’s no big deal to drive another hour round trip for 1/2 box of tile.

HORRIBLE customer service!! I went in to get grout & some sealant for tile work we are doing at our house. When I walked in, I saw an employee walking in the opposite direction as me and I asked him “Are the employees walking around the store able to help me?”. He said “Yes” then kept walking past me (rude!). I didn’t see any other employees around. So, I walked towards the Return counter. The employee working there saw me walking up to her, but then proceeded to answer the phone before I got to her (assuming she didn’t want to have to help me. Also, rude!). So, I then walked to the Customer Service counter and asked for assistance. Only then, was I assisted with what I needed. Even though I was assisted by that last employee, she had an attitude the entire time while assisting me. I would NOT RECOMMEND this Floor & Decor location, as the employees are super rude/lazy! The employees up north at the Bell location are much more helpful & pleasant.

So many selections for you home, great prices, must check it out if you want to remodel your home with nice tiles and accessories

Floor & Decor was the best of all . They have good service and help . huge floor and lots of choice. Love it !

I was told that the NuCore Preformance Luxury Vinyl was their best product by one of their associates. I bought it and had it installed. After a couple of weeks the cork glued to the bottom of the luxury vinyl planks started to compress in the center. Then the edge’s started to bow up. Then the tongue and groove edges began to snap. I filed a report with their customer service. They told me the material couldn’t go under the cabinets. So my question is that it goes under the fridge, range, washer and dryer, toilets. What is the difference? It buckled under all those areas as well. There was also room on the edges of the room for the product to expand and contract. It buckled in those areas as well. They wanted me to pay an independent inspector. Of course they never gave me any names when I asked. Moral of this story is they did what ever it took to not help me.
DON’T BUY THIS PRODUCT. You will be sorry. Floor and decor was a big disappointment in this matter. They didn’t help
Me at all.

Great selection and good customer service. Some tiles on display are not available and may take a moth to order it.. our project now is delayed for another month.

These people need to learn what customer service looks like. I have never had a good experience with them. A trip to floor and decor is at least a couple hour trip, because they can't find it half the time, and when they do they tell you it's going to be awhile but they're not doing anything but standing around and talking. If it was possible to leave negative stars I would. Get your act together.

I recently placed an order with the Floor and Decor on camelback/highland for over 550 square foot of tiling.

I have nothing but good things to say about my experience there. All the individuals that I worked with were fantastic.
Samantha, who took my order, was super sweet and personable.
Amanda, who had work to out a snag (the order was being shipped from another store) was a great advocate.
And finally Jeff, another great advocate, took the time and effort to make sure that I was properly taken care of.
This store is great. The people are great. It is because of my experience with these individuals that I will recommend them, and I will be back to Floor and Decor.

No one answers the phone! It’s terrible and they are aware. The people who work there are kind, patient, and knowledgeable but you cant get through once you make an order and need assistance over the phone. Thank you to Drew and Chris. Designers are great

My expectation was a warehouse filled with nice tiles and a DIY shopping endurance. What I found was a constructive shopping experience facilitated by insightful, no-pressure people equally willing to listen and understand my project as share their knowledge. Make an appointment to speak with a design consultant and bring photos, drawings and measurements of what you want to tackle. I spoke with Chris and besides suggesting what type of tile will best fit my needs, she took the time to review my design and shape a layout that maximizes the space I have and features I an looking for. DON'T pay for an in-home consultation with some commission hungry sales contractor or hire an impatient interior designer before you visit this store and make a plan for your project. Any samples purchased are returnable so if you are thinking about a new bathroom, and have the time to visit, you have exactly nothing to lose.

Good prices and plenty of product choices. The staff is typically quite knowledgeable. Their ordering and notification process could use some improvement.

Incredible experience
Sales person : Jonathan- he was extremely knowledgeable, patient, make-it-happen and so easy to work with
Pro- order dept: The whole group was incredible but I specifically work with GERRY. We had ordering challenges and he magically fix everything. Patient, professional, andDetail oriented he was the BEST!
The girls working the receiving desk were incredibly helpful also. They figured out timing and weight of tiles for us.
Just an outstanding experience

Very disorganized, didn’t have what I ordered in stock but didn’t tell me. Couldn’t facilitate helping me get out of stock items so I ended up having to drive all around Phoenix trying to pick up the out of stock items. Would recommend a different store.

I love floor and decor. The selection is outstanding. The stock is getting harder to come by lately. Luckily there are a few different locations with varying stock to run to when my home store is out. The employees are helpful and courteous every time I need assistance.

We could not have been successful in choosing the tile for our shower, bathroom remodel without the great help of Chris Mozer-Velasco, Design Consultant. When walking into the immense space, we became frozen with the vastness of the space and inventory. She LISTENED! and then helped us narrow down the tiles, color, size that best fit our wish list! Thank you Chris for your knowledge of color, feel and look of your product. We will definitely share a picture when it is completed this week.

Please , please ya'll go the look first at Floor and Decor before you make up your mind . Don't do what i did and have to return a truck load a' tile from Home Depot ourselves 6,000 lbs

Lol

Amazing selection!
Very helpful in making decisions on our next floor.

I'm not sure why it gave 4 stars last time but here it is corrected for the best place for tile and flooring material, tools, education...

This is essentially the Costco of flooring, tiling, etc. The products are much more focused than Home Depot and Lowes. The experience though is very different from going to a typical floor retail store. Nobody asked us if we needed help with anything in the roughly hour-long visit, but they did ask us to move out of the way for a forklift. The employees on the floor are all very preoccupied with moving products around and not readily available to help guide purchases. This location in particular is not as big as they come, and the options seemed focused on porcelain tiling, which we were not interested in. They also have engineered flooring, including the most bamboo options I've seen. Also a good spot for finding tiling for bathrooms.

Please remove your sign from the north side since you don’t allow anyone to enter there. After walking across the other side of the full parking lot, I am not staying.

We were at F&D Phoenix store to purchase outdoor Travertine tiles and had the opportunity to meet Andrew.
Andrew helped us with finding the right product and he was knowledgeable to gives us inputs on how to maintain it.

Andrew was very patient to listen to our questions and give us the quotes on most of the items for the area we were looking for.

I would recommend to look for Andrew if you happen to visit this store.

Great selection of products but very hard to find any staff to talk to or assist. Less than half of products are available in the short term as well and without someone in store available to help, it's easier to just use the website.

I live close and do a lot of remodeling, so I end up here way too often and spent way too much money. I try to give more than one chance to disappoint me, but these people are consistent. Never nice, never smile, do not care and customers are nothing but an inconvenience. I once was standing in line and the clerk looked right at me, turned off their register and walked away... didn’t say a word, just left me standing there. Today another wonderful staffer accosted me in the pencil tile aisle. I’m gladly going to drive farther and pay more from now on.

I placed an order (in person) on July 2nd for a special order, Corner Brick. The sales associates promised me it would take 2 weeks for the brick to be delivered to the store and they would give me a call the week of July 12th. July 19th comes around and I still haven't heard from Floor and Decor. I call and speak to the Pro Manager, Joey. Joey found out the issue: the original sales associate never submitted my special order correctly, but charged me the $1,000 for the material. Joey stated he fixed the issue and once again, promised, I would receive my brick by the week of August 9th. August 14th comes and no word frpm Floor and Decor. I call again, and now speak to Omar, another manager. Omar states the tracking order shows that my brick will now be delivered August 18th. August 18th, comes, I once again call the store and they state the brick was not delivered. I call again, and now speak to a new manager Lesley (on August 22nd). Lesley confirms the tracking number shows delivered to the store, but they cannot find the brick. She states she was going to call me back on August 23rd with an update on my order. It is now August 24th, and still no word back from ANY manger at Floor and Decor. I call again today, speak to Omar, once more, and he has no updates to give me.
End of the story. Do not place any special orders with Floor and Decor. This same brick is offered at Lowes and Home Depot. I would highly recommend going to any other retailer that offers better customer service and can actually offer an accurate timeline of when your material will become available.

Edit: Steve, the Store Manager, was quick to call me back today and resolve the issue. Steve and Joey were very helpful through this process. Still hesitant to refer this store for special order items, as it did take my persistent calling to get this issue resolved. For items they do have physically in stock, I never have issues with.

Really a nice place. Tim in customer service (pro desk) is awesome. He really helped us out. We waited for quite a while but the management really took care of us. Find all your tile, laminate and other flooring options here. We purchased laminate flooring here that turned out amazing.

I'm super happy ? I love it floor and decor a lot variety of flooring many options to choose from, I recommend the associate Jay he is super friendly and helpful.

Amazing customer service and great pricing. I stopped in to shop for bathroom and kitchen tile. I shopped online and picked out my top 3. Then went to the store and looked at the three options. I didnt get to my second pick before I was greeted and asked if I needed assistance. The guys helped me load it in the cart and in my car. When I got to the checkout I was informed they no longer use Synchrony, but they have another vendor that has 18 month 0% for anything over 500 bucks, or something like that. I applied in less than 3 minutes and was good to go. Everyone from the greeter to the cashier was exceptional customer service. Great job guys, keep up the good work. Before and after pictures to come, in a month or so.

Thank you Justin!
Great selection of quality tile from different countries at good prices.
Just ensure that you buy your tile from one lot/shade to avoid shade/pattern variations.
Easy returns.
Justin in particular is very helpful, patient, and knowledgable.
Justin helped us few times in the past few months. You do not need to beg Justin for help, he is always eager to assist and it shows.
We were shopping until the last minute yesterday evening, and it was nice that no one were rushing you to leave .
Thank you Floor and Decor!

They had what I needed. However I had some questions regarding different products. There was no one there to help us and we ended up purchasing a few wrong products. When I went to return them the cashier said my receipt did not match the product I was returning. I purchased it from that store a week prior and the receipt and product numbers matched yet she would not let me return them. She asked what phone number it was purchased under yet we were never asked for a phone number at the time of sale so she said there is nothing she can do.

I went to another floor and decor to return my items and it was returned without any issues what so ever. I do not know what that employee's issue was but she was giving me a hard time. I will not purchase anything from that store again.

My husband and I decided to replace our entire downstairs with new tile and we found a great selection here. They were always so helpful with helping us pick tile, grout and all the mortar and materials we needed. They even allowed us to purchase everything at once but then held it so we could pick a little bit up at a time. This allowed us to save money on delivery fees since we live pretty far from the store. They even helped to load everything into our car every time we went to pick up a load over a two week span. Returns were easy also. We ended up with a few extra boxes of tile and mortar we didn't need, and there were no questions asked, just a simple return. We appreciate their assistance!

I am never coming back after my latest experience. I would have gladly paid more and gone somewhere else if I’d had the time. The floor staff is fine, but management honestly seems to have contempt for anyone foolish enough to shop there. I spent two and a half hours trying to order flooring online, then over the phone, only to have to place the order in store, I and didn’t get a single apology.

Oh and don’t trust any of their timelines or when they tell you how stocked their wear houses are. Every employee I spoke to told me something different.

Great prices, however be prepared for the worst customer service ever! I’m not quite sure what the criteria is to get a job here although I’m fairly certain that if you’re somewhat incompetent and extremely rude, you’d be hired on the spot!

Hubs and I stopped in and looked for new tiles for our floors. Luckily, we found some that we loved so we ordered it online once we knew the measurements. The order was placed on Friday and we were told they would be delivered by Tuesday — yay! But — what they failed to inform us is that there is $170 delivery fee, even to drive 5 miles. In a time such as this, that hefty fee would’ve been nice to be made known upfront.

Due to the steep delivery charge, we decided to cancel the delivery and pick up our materials... that’s when everything went downhill. Apparently those that work in the warehouse do not communicate with anyone else in the store, so although someone assists you with any changes to your order, chances are those changes won’t be communicated with anyone.

So come Tuesday (today), I get a call from the delivery driver telling me he was on his way with my tiles... umm what?! I informed the driver that my tiles were for pickup, not delivery, and I could hear the frustration in his voice. My husband then called the store to ask what time our tiles would be back so we could pick them up; he spoke with not one, but TWO associates, who informed him the delivery driver would be back in the warehouse by noon. It’s now 6pm and we’re here to pick up our order and were rudely told “your order isn’t here”. And instead of them saying they would pull our tiles off the floor again, we had to suggest it since they couldn’t think past their mask to come up with that idea.

The girl in the “Customer & Pro Pickup” was beyond rude; she clearly hates her job and hates customers that much more.

For your tile needs, I like the options Floor & Decor has, but the staff needs a MAJOR attitude adjustment. You would think that with being in the customer service industry that would be a “no duh” but apparently not. The only reason I even gave two stars is because of the selection and competitive pricing, otherwise, stay away. You’ll be sorry you shopped here.

Great flooring store!

They have everything you need, but remain one of the few retailers who doesn’t price match online companies. I found that a certain Schluter product was over a hundred dollars cheaper online, with free prime shipping, and the store refused to price match. I was planning on buying several other products with no price match, but at that point I chose to go 100% online, where Schluter products are significantly cheaper.

Went in there today to buy some backsplash tiles and was helped by Tim, the supervisor. He was so friendly and helpful!

Was very annoyed that Google maps led me to the front side of the store where after parking quite a distance away, no sign posted on the outside of the building, I then walked up to locked doors. Completely insane. Do ya'all hate money?

I was given some lame excuse of ever since covid. Locking your front doors and making your store more inaccessible to your customers does nothing to prevent covid. But it sure does inconvenience people and make them give up on their quest of shopping at your store.

Think about the handicapped. How does this affect them? Or, what if there was a fire or other emergency where we needed to exit quickly? I'm quite sure this blockage is illegal and against fire code.

This locking of the doors is absurd, illogical and not good customer service. It is discriminatory and inconvenient.

Please rethink this idiotic practice.

Ron in the mortar/ grout department was wonderful and made our experience so pleasant. He walked us through what we needed to build our shower, wrote notes down on the things we were going to pick up later with a trailer. He took us to the register to ensure that all we needed was going to be ordered.

Thank you Ron!

I recently purchased new tile from Floor and Decor to redo the floors of my entire house. When I showed up on Sunday to pick up our tile the pickup people at Floor and Decor actually talked us into delivery so that we wouldn't have to make multiple trips and promised that we would have our tile delivered by Wednesday. So yesterday (Wednesday) we actually took the day off work and we waited for our delivery. By noon it wasn't delivered and we hadn't heard from anyone. We kept calling the store to get a time status because we were told they would call in the morning to give us an approximate time for delivery and we couldn't get a hold of anybody. So finally we decided to drive to Floor and Decor to talk to someone where they explained that actually our delivery was going to happen on Thursday not on Wednesday even though we were expecting it to happen Wednesday. We'd already told our contractor the delivery was Wednesday and he was at our house sitting around waiting for the tile. Floor and Decor refunded most of the delivery fee - I think I ended up only bring charged $30 by the end of it because they refunded like $170 of the $200 they charged me. And they guaranteed that our tile would be arriving first thing Thursday morning. Well the delivery guy just called me today (Thursday) to say that we are his last delivery today and he will be there around 4:00 p.m. so now we're in the same situation again where our contractor is sitting around waiting. Floor and Decor talked me into delivery which is an up charge and it's just been such a nightmare. I still need to purchase tile for my patio and my showers and we are planning to do an accent wall in our kitchen. We're not going to buy any more of the supplies from Floor and Decor at this point because it's just been such a nightmare and I'm just so upset with the whole situation.

*The store commented that someone would reach out to me, that never happened. If you have a bad experience here, don't expect any follow up!!

Needed flooring for our office, and Jasmine was helpful in ensuring we were getting all the right supplies. She was knowledgeable too, which was more impressive since I'm pretty sure they sent her to help us in a department outside where she normally works. Great overall experience.

We went to pick up a large tile order in Phoenix. My 26 year old daughter that has epilepsy had to use the restroom and wasn’t feeling well. We walked in the store where the employee told my daughter she had to have a mask. We told him she had a medical condition and could not. We asked if she could use the restroom real quick. He said yes and pointed to where it was. When we came out of the restroom 3 employees were standing there, 1 being the manager. He told us she had to wear a mask to walk out and proceeded to hand us one that he was touching. As a healthy person I will absolutely not take a mask from a stranger that is touching something they are requiring me to put over my mouth and nose let alone my compromised daughter. I said she cannot and we are walking straight out and will not walk by anyone. He then followed us closely and escorted us out of his almost empty store as if we were criminals. We saw no customers let alone being close to anyone besides the manager. We respect everyone in this pandemic and will do all we can to physically distance in public as we have throughout but will not shop where this is how you are treated.

The tile from this place is so diverse and great quality!!

Their customer service is good, they are all very friendly.

The only reason I took off a star is that the floor reps are as knowledgable as big box places like Home Depot/ Lowe’s . Training would help improve this. Like for example, the employees did not know what to offer us when their was not not tile trim to match the tile we wanted for our shower remodel.... we figured it out, but it would have been nice to have someone there that could have guided us to the metal trim/ appropriate size/ etc.

The products are amazing. The employees are very nice.

We went in to just look at the Highland store on 2-19-21 -- and we were approached by Leslie, and she helped us lighten our wallet by $2000.00 dollars. Serious, she was on point, beyond helpful and made the whole experience effortless. I'm looking forward to coming back Sunday and we are going to do the bathroom and shower.

Jamie gave us great advice for our home renovation project and helped save us a ton of money! So thankful for his wealth of knowledge and customer service. Will be back for our next project ?

There's variety, but customer service was awful. I asked for help at the front and a lady named Carla was rude. We finally got help and when we paid, it was the same lady and she kept being rude, saying she couldn't hear and just lacked customer service skills. She made me take my mask off and she wasn't even wearing hers correctly (under her nose) I couldn't get my order that same day, they told me I have to come back another day. I told her I could go tomorrow at 10am and she said she would mark it down, but then noticed on the receipt the date for pick up listed was for today. I just want to get my tile and not come back for any other needs in the future. The whole experience in store was just unpleasant. I wish I had ordered online and chosen a completely different tile store.

DELIVERY AND RETURNS NIGHTMARE, the worst experience ever.
We purchased one pallet worth of shipment, paid $135.00 for shipping. The delivery came with mixed stuff we never ordered, had to lose 1/2 a day worth of work to go and replace the mistaken tile with the correct one. Went to store to return wrong items, one lady (which was by the way doing a great job!) was there alone, so had to wait in line for 45 minutes. Some of the items missing were no longer in stock, we had to go all the way to the mesa store to get it.
As we approached the bottom of the pile on the pallet, on the pallet, we realized that a part of the order we paid for is missing, $880 worth, currently trying to be resolved.
Apparently and according to few employees on the warehouse floor, shipping errors are quite common, at least two replied with Why am I not surprised...
Question to the manager / owner: how much money are you losing annually by shipping the wrong items and having to re-stock?
UPDATE: Tim from the pro service provided us with an outstanding service, found the error, and although it is still a clear mess at least we know it is been worked on.

Chris Mozer was very helpful and very knowledgeable. I am remodeling my bathroom and the prices were reasonable. Will definitely come back for my living room floors. Thx guys!

Floor and Decor is THE place to go if you’re trying to do a flooring project yourself and have no idea what you’re doing! The staff is always willing to help you and give great advice and pointers, and they have always been encouraging even when I’m totally lost. Joe was super helpful the last time I went, giving me all kinds of advice on a tiling project (which I had never done before), and he made me feel confident I could get it done. Jaynaya, the cashier, was also extremely friendly and made me want to keep coming back. Great place to shop!

This place has good prices, yet the customer service is terrible. The associates are overly aggressive if they think they are going to get your sale for commission. When we were finally ready to purchase, we had to search around the entire store to find someone to help us. On another occasion, we had to get assistance from the manager, we waited for 30 minutes for him to withhelp us an item that was not in stock. They found the item at another one of their storesand said they would order it, hower it would cost us a $25 delivery fee.

Can't beat the prices but the customer service is atrocious. Rude, sullen and incompetent sales clerks. If price is your top priority and you don't mind getting treated like dirt, you will get what you need here. Personally, I'm willing to pay a few dollars more for someone to help me without making me feel like I'm intruding on their cigarette break. It's the Walmart of flooring products .

I am taking the time to write this review today because of the really positive experience I had returning some porcelain tile to the Phoenix location. I just finished unloading my car and brought the tile in and approached Priscella at the front desk. Clearly, Priscella saw that it was a chore for me to bring the cart inside and immediately asked if I wanted some water. When she came back she asked if all was ok and talked about how warm it was that day. She then went right to helping me with the return and I was out of there in no time. What a delight to have someone care and recognize a customers need. Priscella is an asset to the company and really makes Floor and Decor Phoenix, shine! Thank you for having people like her on the front lines helping customers!

Website is frustrating to use and prices are not that great anymore. Did a search for vinyl base trim and I got things like subway tile as a result...? Lately I have found better quality for the price elsewhere. There was a time this was my goto when I was doing floors.

Dang, this place is HUGE! What a selection. Sorry to say, we didn't find what we were looking for... LOL! We're trying to match a counter that we installed a few years ago so we knew it is going to be a challenge. No big deal, it was fun checking out all the options they had.

Spent a couple of weeks deciding on tile for a whole house remodel, then came to this location ready to spend thousands of dollars only because the house was close by. Got an inexperienced salesperson, and the manager they went to for help wasnt very helpful initially either. Basically ended up needing to shop elsewhere as other Floor & Decor stores had the product in stock but they had discontinued it and they didn't really seem to care. They definitely lost a sale today. 4 weeks later, ended up dealing with an experienced salesperson who helped us when we needed an extra 6 boxes of tile. Much better experience.

I had the worst experience ever in my life at this store. I was there on Wednesday morning with a friend to pick up an order he had placed and we dealt with a woman named Amanda directly. She was rude, was not able to figure out where our order was, and completely ignored us for the first fifteen minutes we stood in front of her. I guess her Facebook was more important than work that day. I really have a bad taste in my mouth after this and probably won’t come back.

We were totally lost trying to choose a tile combination for our shower. One guy told us we should have booked an appointment with a designer for an hour, but they weren't available and we didn't know that. Lucky for us Veralin came to help us and was more than willing to help us match a great combination of tiles in just minutes!

Super nice tile and cost

We came here looking for flooring and Britten was the most helpful staff there. He took us to each section and pointed out what the difference was from laminate, vinyl, etc. He even showed and told us what type of underlayment to use with each type of flooring. I was so impressed with his courteous, helpful and professional demeanor toward us. My son and I now feel very confident about laying our laminate flooring - love the Dark Mahogany color too! Britten gets a gold medal from us!! Thank you so much for your assistance, Britten!!

I called ahead to make sure that there was Super black porcelain tile they said they had 42 pieces in stock and 30 usable. There were 0 usable I had to drive 45 minutes for nothing. They completely wasted my time.

Very friendly and helpful staff! I’ve never been here before and I got so many new designing ideas. They have sturdy handicap bars which I was so happy to find! I’ll be back for sure.

After unloading 29 boxes of flooring by myself they would not return because I bought at their other location and they didn't want to take a loss. I ended up going to the Glendale store and there was absolutely no problem there. Would recommend the Glendale store over the Camelback store every time.

This location never answers their phones.
Could care less about helping customers. The customer service level at this location has seriously tumbled downward. As a regular buyer that spends 10s of thousands of dollars at floor and decor I seriously feel like giving up on them and using another company that actually has working employees. It is near impossible to get ahold of anyone to make a phone purchase for pickup. The phone rings for 15 mins then someone picks up and hangs up!!!! SO RUDE!!!!!

So many great tiles and styles. Gives you great ideas.

My wife and I were clueless on where to start on choosing the “perfect” tiles for our project. Then appeared Jasmine... Jasmine demonstrated the rare ability to really listen and completely understand our vision. For us, we knew we wanted marble but we had no idea which specific qualities of marble that appealed to us and why? Jasmine guided us through every step of the process starting from describing different features of the very mountains from where the marble is quarried. She painted a beautiful picture of what makes every piece of marble so special and unique. She eloquently described how marble captures its natural origins in every imperfection and variability. Jasmine’s genuine passion for design and vast knowledge is very clear. She guided us to beautiful suggestions and provided “out of the box” concepts to match in life what we envisioned in our dreams. We have never been so pleasantly surprised by wonderful service and honest dedication to help customers find exactly what they are looking for.

I purchased the counter top from Floor and decor. They sent the third-party to install it they never did their job properly and when I asked them to come back and fix the job properly they told me you have to pay extra money so I never got their correct counter top to begin with and when I asked them to correct and clean it...they told me there is an extra charge!.

Website says same day pickup, but that isn’t true. No updates, no apology, no discount and the people that answer the phone are rude. They act like YOU are the problem for their misleading website. First time I can remember being hung up on by an employee of any business. Very unprofessional. Strongly recommend you find somewhere else to purchase tile.

Great store for all your flooring needs. Great prices as well. You'll always find what is trending.

In my case, they've always told me that my order is ready for pick up, and it never is. Have to wait there 30 minutes to an hr.
Poor service

Can't enter from the mall entrance and there is no signage about how to enter. Called 3 times and was hung up on. Went back to the mall entrance and banged on the door but the employee wouldn't let me in. My 80 year old mother was with and couldn't walk anymore. Heading to Home Depot.