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December 2023 by Drea A.
Great selection, however the CUSTOMER SERVICE was HORRIBLE! There won't be a next time! The employees act as if the aren't there to work, and act bothered when you ask for help. Said very little, had an attitude, aggressively pushed and pulled the cases around. I asked several times for assistance and was told to go over there..... and I will see the tiles I want, and can pickup as many as I like. No one mentioned each box of tiles were several pounds. No one helped! At all! I'm furiously upset! so upset, that if I get the help to return them, I'll do EXACTLY that! I WILL ALSO BE CALLING COOPERATE!
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November 2023 by N N
Luis was amazing. He helped us out in ordering our tile, he also did an amazing job picking out grout for us. Again can’t say enough nice things about our experience and Luis.
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November 2023 by lexi pourakis
CARMEN was very nice and easy to work with. I am very satisfied by her help and dedication to help us renovate the downstairs bathroom; she got us everything we needed and told us WHY we needed it. (We have never done a renovation, so we had no clue what to look for) Very helpful.
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November 2023 by Rishabh Patel
We came in and were supposed to get assistance by David zdanowicz. He was very rude, sassy, and made us not feel welcome. Will never return and I think this man should be fired. It is not appropriate telling your customer, “ we are not google, pintest, yahoo”. We came here to drop 200 thousand dollars and they do not deserve our business. Any serious buyer should not come here.
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November 2023 by Jason Zeng
I had a horrible experience at this store. I wish I had reviewed some of the reviews with lower scores before I purchased about $1700 products at this company. I strongly recommend new customers read this review before going to this store.At about 1:15 pm Oct 27th, 2023, I went to this store to return an unused product (No.100438795), which is a box of color grout mix.After I handed over my receipt to the female register, she scanned the receipt and then put a bit of effort into opening the box on the desktop. I heard a pop-up sound when the box was opened. I was surprised by her action. She then looked inside to see if I used any material inside. She even unfolded a plastic sheet inside the box. After a while, she called another employee. When another male employee came over, he immediately told me that the product could not be returned because it had been opened. I told him the box was intact when I brought it to the store, and I had never opened it anywhere since I never used any grout for my kitchen backsplash, and it was the female register who opened the box at the store! The male employee then took a new box of grout and asked me to open the box in front of him. I tried but failed because I had no idea how to open it. He then said it was not easy to open the box, so he thought it was me who opened the box at home. It is impossible for the female register to open the box at the store so easily.Another female employee also came over and told me she had enough reason to doubt that the product had been opened previously by me because it was purchased more than 80 days ago! The whole process was recorded in the camera in the store. So I asked her to check the video. She went into the store to check the video. After about 20 mins, she came back with another female employee and said to me the employee did open the box, but she did it very easily. So, she still assumed I had opened the box at home. This is nonsense and ridiculous! They believe what they have in their mind, but not what they saw in the camera! I had debated with them about who opened the box for about 30 mins and still they believed what was in their mind, but not what they saw! I was disrespected and insulted in this public place! Her words basically mean I was cheating Floor&Decor, and I am not an honest person! It is very likely that the female register had no idea how to check the completeness of the product, so she opened the box by mistake. Because if you want to check the intactness of the box, you don't have to open the box. So, I suggested her train the employee well on how to check the completeness of each specific product. She seemed agreed. I then left the store. If it is the employee who mistakenly opens the product at the store, the employee should take the responsibility not the customer. Later that day, I contacted their customer service who followed up with the store and then basically just repeated what the employees in the store said. To be honest, I never experienced such awful customer service! The customer service didn’t do any independent research (at least, they should look at the video) or give the customer any compensation, but just contacted their own people to confirm the case!If the management of this company does not pay attention to the training of their employees on how to check the package of the product and train their customer service team on how to deal with the customer complaints, sooner or later, this company will be eliminated out of the market!I swear the whole incident I described above was recorded in their camera between 12:30~2:30 pm on Oct 27th 2023!
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September 2023 by Nishan Lahood
Darcell, Scott & Jennifer we're all great to work with. They helped get clarity on flooring options to fit our needs, and we're patient with returns. Very friendly and great to work with. Highly recommend.
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September 2023 by Janette Herbert-Porras
My husband and I are remodeling our bathroom, and I went to Floor and Decor in Paramus, NJ to get the goods. This was my very first time ever shopping at Floor and Decor, and they left a great impression on me. I was concerned that I didn't have someone else there to help pick out what I need but I was wrong. Carmen from Design was with me every step of the way. She was friendly, knowledgeable and patient and helped me accomplish my goals. Bryce was also there to get me all straightened out by putting everything in the car with a smile and a great personality. Thanks so much for the great customer service experience, Carmen and Bryce. Because of you I'll be back again to get the items that I need for my kitchen remodel in a couple of months!
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September 2023 by Anna Ponterosso
Horrible experience at the Paramus store. Don't shop here unless you're desperate. Poor customer service especially at pick up area. Rude, chip on the shoulder staff. After paying for a shower door and confirmed in stock, and two trips from NY, the last two boxes were both damaged and missing parts(that's what we were told!). How can you have something in stock on a shelf and be damaged/open box. Earlier in the day, we returned a vanity that our contractor said would not work. The vanity never came off our pick up truck and the pallet was broken from when we purchased it. When we returned it, the employee 8n the service area accused us of breaking the pallet and was unpleasant. After several exchanges and going back and forth between the front registers and back entrance pick up/drop off entrance and a manger getting involved, we finally got our return done and got our money back. However, the attitude was unbelievable. I never experienced this kind of poor service. After purchasing a second vanity and shower door we were told that they couldn't load both on our pick up truck. I said why not and he gave us a story about it being the policy, although nothing was shown to me in writing. So, we decided to take the new vanity, and come back for the shower door. Never did I imagine that when we returned we'd be told that the remaining doors in stock and paid for were damaged or missing something.We think the guy that was helping us earlier with the vanity return, may have done it on purpose. Why did we not get a call informing us that the item was damaged? One of the guy at the pick up counter was aware of the damage (I heard him whispering it to the other guy, and than went to lunch leaving the person who had just arrived with the problem. Another manager got involved and made some calls and offered a discount on the damaged boxes/door but I refused it not knowing exactly what was missing from the boxes. I did get the refund and headed to Home Depot where I found a better shower door.Long story short, do yourself a favor and go elsewhere. After spending $6,000+ I don't need an attitude. I'll never shop here again, nor will I recommend anyone else to shop here. Nor will my contractor. One bad apple spoils it for everyone else. I wish I had read the other reviews before making any purchases here. To management, you want me to contact you? What for? You should train your staff to treat people with respect, anddrop the attitudes. There's nothing you can do for me now. You should look into the pickup area and see what's happening there and take corrective measurements before you lose more business. Good luck.
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August 2023 by Елена Якимович
Too bad I did not know about their store when I was shopping for tiles for my two bathrooms renovations. Now, I am at my third project for my master bathroom and will get tiles from them only. They also offer the help to work on the design, so definitely going. Plus, in addition, i have two more bathrooms in the house which are not done yet.
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July 2023 by Charlene S.
Wonderful selection and reasonable prices.I was pleased with the floor I purchased. Getting help with my purchase was very difficult. Overall I would recommend this store.
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July 2023 by Randy C.
Worst experience at This Floor and Decor store. Customers services F .was in the store for more than 1 hrs no one asked me if I need help.
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July 2023 by Jay Antony
Great place, convenient location and lot of choices for every area of your home improvement/ building project.I am in the process of building a new home while looking to improve the home I was going to sell.On the side of opportunity for improvement they need to have associates trained to serve the customers better. One associate at the kitchen counter section would not even get up from his desk and was very limited in giving product information. Another associate in the stone wall facing area would not even stop a second while answering a simple question as if we were bothering him.Thankfully we found a gentleman “Jim” in the flooring area who was very knowledgeable and willing to share information with great care. Way to go Jim!. We will be back looking for you to complete the purchase.
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July 2023 by Geo Koy
I’m legally disabled. I came in the store to return some tiles. I asked Arti for assistance, his rude and unprofessional reply was “you have to wait”. Arti is not doing anything. He did this because I’m A Black woman. I will never come to this store again or any floor and decor.
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June 2023 by Lisa R
I had a great experience here. They didn’t have a lot of staff walking around in the store but when you did find someone they were super helpful. They gave out all the options they knew about under flooring and were able to advise well and truly understood the quality of what they were selling. It wasn’t about making the sale it was about getting me what I was looking for. I have been here before and didn’t buy enough flooring for one of my rooms. They even pointed me to the location that had exactly what I needed to finish one of my projects since they didn’t have it in stock. They also helped me find what I envisioned when helping me with my kitchen design. From the backsplash, accessories and flooring. Truly a great experience thank you for all your help.
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June 2023 by Ezra Berger
DAVID IS THE BEST!!!!!!!! I recently had the pleasure of working with David, the talented designer at Floor and Decor, and I must say that my experience was nothing short of outstanding. From the moment we started discussing my project, David showcased an impressive ability to understand my style preferences quickly and effortlessly.David's keen eye for design and extensive knowledge of the tile industry truly shone through during our collaboration. He expertly guided me through the vast array of options available, effortlessly narrowing down choices that perfectly aligned with my vision. His impeccable taste and understanding of current design trends helped me make confident decisions, ensuring a cohesive and visually stunning outcome.One aspect that truly impressed me was David's attention to detail. He not only helped me select the ideal tiles for my space, but he also went the extra mile in assisting me with choosing the perfect grout colors. His comprehensive understanding of the entire design process made it clear that he was genuinely invested in creating a finished result that would exceed my expectations.Furthermore, David's professionalism and efficiency in putting together the invoice for my project were exemplary. He provided a clear breakdown of costs and ensured that the entire process was transparent and hassle-free. I appreciated his commitment to providing exceptional service at every step of the way.Overall, working with David at Floor and Decor was an absolute pleasure. His exceptional design expertise, ability to grasp my style quickly, and unwavering dedication to customer satisfaction made the entire experience enjoyable and stress-free. If you're in search of a designer who can turn your vision into reality, I wholeheartedly recommend David. I have no doubt that he will exceed your expectations and deliver exceptional results.Thank you, David, for your remarkable talents and the fantastic experience you provided. I look forward to working with you again in the future.
