Floor & Decor

Great quality products, but their customer service needs a serious face lift. Make sure you use a company who covers their product upon delivery in rainy weather, and who gives their clients a better experience. Shame, it’s 2015 and they don’t understand this

I have had one really good experience that has made me want to give this store 4 or 5 stars and another that has made me want to give it 2 so I am splitting the difference with 3 stars.
The good:
The location is huge and their selection is fantastic. I originally had a quote done at Home Depot and was not in love with any of the flooring options. I also was not comfortable with the way they handled their quotes for installation. Basically, the short version is that they won’t answer any kind of question until they have people out doing the actual floor installation. Not cool. Anyway, I got a referral for a contractor and he recommended Floors & Décor. I am not disappointed there at all! They carry Aqua Guard laminate flooring and it is AMAZING. 12 mm thick and has a lifetime residential warranty AND it was less than the much cheaper quality stuff at Home Depot so SOLD! Some of the order had to be custom ordered due to a limit of what was on hand but it arrived quickly and seemed to be reasonably easy to install for the contractor. I forget what the spend threshold was but they do offer in-​house financing with 18 months with 0% financing. Hooray!
The bad:
The customer service here has been spotty at best. I had a T-​moulding piece break and contacted the store about getting a replacement since it has a lifetime warranty. It shouldn’t have been a big deal. The guy I spoke with was nice and said to bring in the broken piece and they would swap it out. So far, so good. Until I get to the store. The guy I spoke with was at lunch and I had to ask the cashiers to find someone else to assist me. They had to radio for someone over the walkies (which everyone has and can hear) and she got no response for over a minute. When she radioed again, the guy who responded was APPALLINGLY rude to her and either forgot or simply didn’t care that EVERYONE can hear the radio — including customers. Myself and another customer that had just come in looked at each with shock. The cashier did end up finding someone else to help me but it was no small feat. We found the replacement piece I needed (that didn’t quite match but close enough) and I went to the front for the warranty exchange and was told flat out that it would not be covered under warranty since the piece was nailed and I ended up paying for the replacements and leaving. First of all, no one said anything at all during the entire process about not nailing down the T-​moulding. Second, I felt like I was dismissed without evening discussing it even when I had another manager say that they would take care of it.
The ONLY reason this didn’t end up being a 2 star review was the manager I had spoken with on the phone earlier called me shortly after I got home to see what happened. When I explained what happened, he apologized, refunded my purchase and gave me his name and the name of another person to work with directly going forward if there are any further issues. I was surprised and impressed to receive the phone call and for him to just handle the refund right there on the spot. After I have had more experiences with Floors & Décor I will update my review and the rating but for now you can see why I went with 3 stars. I hope to be able to give them more in the future.

Lots of neutral and grey colored stone tiles. Accent tiles (mostly glass, some colored)
Check-​out was fast and efficient. The accent tiles had no price, so the lady gladly went to find the box — radioed the item number. They keep your name and purchases on file there, so if you need to get more tiles, or want to return something you don’t have to worry about keeping your paper receipt.
Good prices. What you see is what you get though. If you decide to purchase tile here, you need to make sure they have the right amount, because what is out on the floor is it (no extra stock in the back).

Really surprised to see the negative reviews for service. I bought several materials here for a bathroom remodeling job and on each trip was treated great. One lady spent 20 – 30 minutes answering questions taking us all over. Another guy happily put his work down to come help me. I wasn’t thrilled driving to Hilliard to go there as it’s 25 mins from my house but they have it all and were very knowledgeable.

Lots of quality products to choose from. The reasons for the one star are: 1. Poor customer service. 2. Poor communication. 3. Unable to make payment on large purchases on site.

Thieves, liars and cheats!!!
I bought a lot of tile for a project, and then needed more… but was not sure exactly how much. They told me to buy more than needed so to not make return trips, but when I went back to return they wouldnt take it back — saying the dye lots changed and it was past 30 days — this they never mentioned when sticking me with extra tile.
The managers never return calls and then claim they did. I left the tiles there for the manager to look at, and when i went back to pick the tiles back up… they tried to hand off some different tiles.
We are only talking about $ 70…but the aggravation is totally not worth the small saving you may think you are getting.
They probably get closeout stuff… so if you buy it now, they may not be carrying it pretty soon. If you need more, you could be SOL.

5 Stars for prices, layout, and choices!
1 Star for service. We walked around this whole place twice before having to ask the cashier, who was not someone who knew what we needed. Finally after starting our last round of the place a younger guy helped out. Pretty annoyed at that. I saw two sales people with another couple. What the heck?! Just because I’m wearing stupid yoga pants doesn’t mean I won’t buy stuff!!! Maybe I just got back to town and I didn’t pack extra jeans and I was at a Fair so I didn’t want to put back on Jeans that were all covered in dust and dirt!!! Jerks. Whatever, we still bought stuff so I guess they won.

I was driving around Hilliard checking out the shopping centers, and this store caught my eye. I went into this place thinking that they might have some rugs on clearance; however, this place specializes in tiles and hardwood flooring. Even though I didn’t buy anything, this would be an amazing place for someone interested in making a backsplash for their kitchen, a mosaic for their backyard, or just wants to see exactly how excited they can get over different types of tile. I’ve never found tile particularly entrancing, but looking at some of the projects on display, I found myself suddenly longing to buy some grout and make myself a pretty little patio… except that I live in a rental home and my neighbors have overrun my backyard with playground equipment. Sigh.