Horrible Horrible experience. I went on an afternoon that was not busy. Staff is milling about talking to each other. It was actually uncomfortable asking people for help because they were telling me I was in the wrong area, were sending people to the decorative tile area but no one showed up. I had placed an order online and needed something sooner. Was told by a manager to come in to see other options that were in stock. Nothing was in stock - I had to just go to the checkout to find this out. The staff was rude and loud. Making comments about customers in front of them. I couldn't leave fast enough. Cheap prices but not worth the shopping experience...will go elsewhere in the future.
Providing this follow up review after completing several projects. We have had several issues with poor inventory control with website indicating availability, but trip to store found no product. We’ve experienced excellent customer service in Georgia, but sub standard here in Alexandria. The pro desk staff would rather play on their phones than attentively focus on the customer. Business is business, still only 2 stars, and still expecting better from this location! Selection is reasonable but the service support particularly over the phone is dismally inadequate.
Good selection horrible customer service
This was my first time visiting Floor & Decor. I really enjoyed searching and looking for tiles. My decision was hard, but I found what I wanted. Love this place.
This place has a huge selection and good prices. I really want to like this store. With that said, this place has supply chain issues and it is impossible to talk to anyone on the phone or to get a correct response. I've called their support line over 30 times, just today, trying to reach anyone for help. I got through to a person twice and was dropped after being put on hold each time. I placed an order almost a month ago that was supposed to be delivered inside a week. I was verbally told it would be delivered to the store last Monday. I called 3 times and was told it was not yet ready despite being in store. I called last Friday and after finally reaching a person, I was told they didn't know what happened to my order, that they couldn't find it, but they would call me back. I was never called back. I am in limbo. Additionally, I purchased a gallon of premium grout for 85 dollars, set off the store alarm after checking out, got home after driving 45 minutes only to discover that the product was previously opened and used. How do you not check that when processing returns? They even put a security tag on it. I've just had an awful time dealing with this business, but they are literally the only place that I can buy what I need.
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