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December 2023 by Jay Mo
Please keep your receipt in case you need to return. Or you get something like 50% of what you paid for as store credit. Manager is RUDE. Worst customer service EVER. What a shame!
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December 2023 by Richard Martin
Just like Home Depot. Walk in, employees who were standing around disperse and avoid you while you walk around trying to figure out what you're interested in or need. Displayed items may or may not be what you see on the shelves. Spent 45 minutes and no one acknowledged my presence, never mind there to answer questions.
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December 2023 by Liz Maloney
Grace assisted me with my purchase and she and Eloisa helped me load it into my SUV. I was very grateful because I am having lower back problems lately and I was dreading doing it by myself. It was late and cold, about a hour before closing, but they did it with a smile. Top notch service.
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December 2023 by Julia Franchko
We have a big remodel underway and have already done 2200ft with luxury laminate from Floor and Decor. We are also doing 2.5 bathrooms from scratch and all the tiles were bought from you. Since I'm quite often buying some materials, I was hooked on the fact that the tile we were buying at ~$5,5 was 40% off at this particular store. Of course I bought the tile again and was ready to return my exact same tile with the old receipt since it had been less than 30 days. I was refused!!! The manager said that his outlet was getting rid of this tile and they didn't want to accept the return. This is unfair because it says on every corner that floor and decor accepts packaged goods back within 90 days. I returned the tile at the old price to another location, just like I wanted. But this particular outlet in Waltham is violating consumer rights. I really like your stores and products, I was very upset by this employee's behavior who known that I'm right and just did what they wanted. I request you to pay attention to this and carry out preventive measures with the employees of this store, in particular with Yamal manager.
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August 2023 by SD D.
First time at the store. Good selection, some material at reasonable prices. We bought three variety of tile for several rooms we are tiling. No issue there. BUT the deliver service they use (think it's a third-party company not theirs), are absolutely the worst. Delivered several broken boxes, won't take back, told my wife it's our problem and it's our responsibility to take it back to the store ourselves. Insane !!! Quoting the driver " we are third-party company, I am telling you it's broken so you know, but we can't take them back, you have to take the broken boxes back to the store" really ???? Anyways we put them in the car and a nice young man at the Waltham Store assisted her in unloading them and exchanging them. We got charged a good fee for the delivery, and for them not take stuff that's broken seems backwards. We dealing with heavy boxes here, and expecting the customer to schlep these boxes *heavy boxes* back is ridiculous. Had a discussion same day with a female associate about reimbursing us for some of the delivery fee , who said she will look into, did not hear back. We went to the store today and a manger by the name of Michael, listened, was very sympathetic, was aware of delivery issues with this delivery company, apologized and was able to assist us with our requests. THANK YOU MICHAEL for listening and taking appropriate satisfactory action !!!! Side note, this delivery company also can't haul the trash from the delivery (wrap, boxes, etc.), they leave it for you the home owner to take care of :( So becareful of the delivery service, double check all the boxes at deliver time!
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August 2023 by Chris B.
I wanted to like this store and their products but if it seems too good to be true, it probably is. After bringing home 24 boxes of Optimax LVP, I was watching installation videos and came across the scathing reviews for the product on the houzz site (my fault for not researching first). When I brought it back, they wouldn't take back two of the boxes because they were opened on the end and the manager showed no empathy or customer service skills - just shrugged his shoulders and walked away. I'm no stranger to big box stores or DIY, but this interaction was very disappointing.
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June 2023 by Sharon Reynolds
I came to Floor & Decor for bathroom tile and I had a really wonderful experience at their Waltham location. The sales rep who helped me (I wish I had got his name) was super knowledgeable, friendly, and took the time to walk me around the store to get each product I needed for my project, all the while the store was very busy and it was clear he was in demand. I was really surprised because you just don't see that level of personalized customer service anymore. I will definitely be recommending to others!
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June 2023 by Andrew Salvo
Awesome flooring store. By far the best selection of tile around. They have lots of shapes and sizes for any tile project. The big plus is that they carry the best installation products that are almost impossible to find elsewhere. They also have wood flooring and other home fixtures. I have shopped here for a lot of tile, this is definitely the place to go.
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June 2023 by Dan C
Great selection, nice clean store, and most everyone is friendly and helpful. However, the check-out guy is just so unfriendly that it makes me not want to shop there anymore. He acts like he absolutely hates his job and that any complexity he encounters is the customer's fault with eye rolls and sighing.
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May 2023 by Milena Cunha
Went there today and bought what I needed but too heavy to put in the car… I asked someone for help, and he said no one could help me…. Really bad costumer service
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April 2023 by 张银华
I am a first-time homeowner who is currently renovating my basement. When I comes to selecting tiles, I had no idea what to look for. Luckily, I met Mike, a professional and dedicated employee at the Waltham store. He was attentive to my needs and made customer satisfaction his top priority.Mike was quick to pick up on my questions and concerns, and he was able to provide me with accurate and efficient solutions. He was very knowledgeable about the products, and he helped me find the best options that fit my preferences.He can not only match colors but also styles. Most importantly, he also knows the professional question of how much size a ceramic tile can be cut by a decorator to avoid customers making mistakes when purchasing goods.Not only was Mike professional and knowledgeable, but he was also friendly and patient. He always had a smile on his face and made me feel valued and respected. He patiently answered all of my questions with a gentle and polite attitude, making me feel comfortable and satisfied with his service.Overall, Mike is an outstanding employee at the Waltham store, and his expertise, dedication, and friendly demeanor made my renovation experience a smooth and enjoyable one. I am grateful for his exceptional service and I hope that other customers are as fortunate as I was to receive his help.
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January 2023 by Richard Krusemark
Just visited looking for ideas. Staff was friendly. There are a lot of choices of colors, styles, and types. I love they have small sample showers and rooms. The place seemed well organized and well stocked. They even have tools to rent for the DIY type of people.
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December 2022 by Ed M
Great open area to shop and park. Grat selection but some of the staff ...not very friendly.
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December 2022 by Shanna Shulman
I visited Floor & Decor because we were looking for affordable tiles, but what we hadn't anticipated was the breadth of their selection and their excellent design expertise. Bernice on the design team spent considerable time with us, helping us to hone our selections with strong design expertise, good humor, and resourcefulness. We feel exceptionally fortunate to have gotten to work with her.
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November 2022 by Mereilim Zholdas
We bought a floor planks from Floor and Decor couple days ago.First of all, F&D send us 1 damaged packet. After it arrived, we went to return damaged pack and 2 extra ones today.We went to Waltham location of F&D, and the manager Caterina wouldn’t accept return, because she can’t sell it now. She even asked “if we will buy damaged box?”, but they somehow sell damaged one to us without asking. How ridiculous and improper was that question?? So she was making gaslight as if it was our fault that we got damaged pack?She kept saying that it’s different store in different location, not the one we bought from. Then what’s the point of having several locations of F&D If I can’t buy and return from the location convenient to me?? She acted that Waltham location is whole different store, not related to F&D.Moreover, my husband asked her, manager Catarina, before loading the boxes, also asked how the return works by walking and asking her. She even didn’t ask which type of product are we returning, can we return or not at all it in Waltham . She doesn’t care about the customers at all, making them unload and load stuff unnecessarily without asking proper questions. She also doesn’t care about brand F&D itself, cause she consistently kept saying that it’s not her store. It’s different location, it’s different market. Initially we came here by recommendation of our contractor, and we are really disappointed and it’s our first and last time service in this store!
