The Floor Store

Go see Natasha at the Floor Store. I was in a frantic to pick out carpet for our new house because we didn’t realize we needed to tear out the old stuff. Natasha put my mind at ease. She helped me fine the coziest carpet that fit within our budget and entertained my 5 year old in the process. They have a good variety, great customer service, and they do it right. I’m looking forward to coming back here when we’re ready to put in our hard wood!

I would highly recommend the Floor Store if you are considering putting in a hardwood floor in your home. We had already hardwood In some areas that was put down in 2012. We decided to do the other rooms in our house and the Floor Store matched the wood perfectly. They cleaned up after they were done. The results are beautiful. Great job with great installers.

If there was a zero rating, I’d definitely give this store a big fat zero. Walked in, two guys at the counter who looked dead at me – not a word «hello» or acknowledgement. Is my $$ not green enough for you? Well, you lost a customer and definitely will spread the word to my friends/​family not to go to your store. Kevin came over to help. I said loudly, «Well, at least you said „hello“. I didn’t hear anything from them.». Looking over at the those two guys.

I came here last Sunday (Nov. 8^th, 2015) and we worked with Natasha. She was not exactly very helpful, but gave us a great idea, but had contradicted herself quite a bit. We thought she was nice and just trying hard to learn the ropes of her job. However, She did lead us on that she had been working there for a little longer than she actually had. We decided we were going to make a purchase of this really nice carpet that had cashmere in it for our stairs and they had a great sale price that included installation. What she had not mentioned until we were sitting there ringing everything up was that we had to pay an extra $ 10 a stairs within the already labored price in it. We had told her it was for stairs only and been told labor was included, we felt was off. However, it was contingent of the square footage that we had taken to just be accurate. She gave us a great price of a little under $ 800 for the whole deal. She then got a coworker who had changed it to be over $ 900 depending on the stairs square footage from what we took. They came yesterday (nov.12^th, 2015) and measured the area. Today, (nov.13^th, 2015) I got an email about how much it would cost and it was over $ 1k! Thats crazy for carpet under a sales price that I put a deposit under to make Sure I kept the sales price. I had met with a contractor yesterday regardless to check my options as I knew it was refundable. However, Natasha did say she talked with the manager about the price she originally quote me would do, but I had already made arrangements with my contractor after I found out their price. I will say Natasha’s professionalism went down the toilet and she sounded irritated and pissed. I do not know if these sales people get commission, but no way to treat a customer. I was considering buying wood or another product from them but now i will steer clear! When I called about the refund, Natasha had expected me to tell her on speaker phone which I would not do. i just did not feel like I was a priority or they cared anymore because there was going to be no sale. I guess The Floor Store does not want my business. I definitely would not recommend to others

Spent 20 minutes browsing. Nobody.. NOBODY greeted us or even so much acknowledge us. .there’s people in the front. We were invisible to them. Taking our business elsewhere

Kevin Llewellyn helped me select the floor. He was patient in explaining the different flooring options that would fit my budget. When I e-​mailed him with questions, he always responded quickly. I am very happy with his service, and would highly recommend working with him.

Typical service: You call, they answer, but then after promises of repair, nothing happens. You call again, they answer, then again nothing. When you run a business, customer service is the foundation of success. In this case, in my opinion, customers are expendable at The Floor Store. They dismiss you after they get your money. «Next in line…»

We worked with Jacqulyn and came in with a carpet sample we had selected elsewhere and it was so easy; we put down a deposit and they had to wait a couple of months until we were able to get our place ready for the gorgeous carpet to be installed last week. A wonderful man who came with his wife installed our simply beautiful carpeting in 2 rooms, moved furniture, returned some of the furniture. We
are thrilled with the service, the carpet, the carpet installer and Jacqlyn. Do not hesitate — buy from them… i say try them finished
LillieBraudy and Rick Pratt, Kensington.

Had yet another great experience with Kevin L. Who helped us make a great choice for the second time in two years. Love our floor! The guys who installed it could have cleaned up debris a bit better. We will continue to shop here for the great inventory and even better advice and pure old fashioned and honest customer service. So hard to find in this day and age!

This review is actually coming about six years late, as our first carpet was installed by the Floor Store back then.
That story: everything was fantastic, but after the installer left I noticed a small grease stain on the carpet. I called the store, and the salesperson came personally with some cleaner and took care of it the same day. Wow.
Fast forward six years: After such excellent service I decided to go back to the Floor Store to replace the carpet that has now been ravaged by our cat. Kevin was very helpful but not overbearing, offering great advice for installing new carpet in our home which is now a rental. The installers came three days later, right on time, and quickly and professionally did a beautiful job of installing the carpet.
Thanks, we’ll be back!

Just had some laminate floors installed in our basement and they look better than the brochure! Ask for Kevin Lleweln, he assisted us on our purchase. He was fabulous. Great customer service and extremely knowledgable.

I have worked with many contractors before and all have failed me. I finally decided to give this store a try after seeing it many times driving on I-​80. I am now a fan.
I worked with Brian to pick out some tiles for my two bathroom floors. They have a wide selection of quality tiles so I saw what I wanted immediately, after months of shopping around. With the great customer service for their in-​store service, I decided to also have them do the install. Their price was very competitive and they kept me informed from the beginning to the very end. The installers came and got the job done quickly. The installers were Oscar and another gentlemen. Both were wonderful. They kept the space clean which was very important as I have two little ones. They also made sure everything was perfect before they left.
In short, it was a great experience. Quality work for a competitive price with fantastic customer service. I will definitely have them do future projects.

We just bought our first house and wanted to put a new tile floor in our bathroom before we moved in. We worked with Kevin @ The Floor Store in Richmond to select our tile/​grout, got an estimate and measurements done fast, with an even quicker installation once the tile came in. We couldn’t be happier with the results! I highly recommend The Floor Store in Richmond!

Worst customer service at the San Rafael location. Still waiting for an itemized quote one week later. Staff member was really unhelpful, they showed up late for the home visit and would not be willing to discuss on-​going promotion deal currently offered online.

We had multiple bids on a flooring project for kitchen and family room and decided to go with the FloorStore. This was also part of a larger kitchen remodel involving multiple contractors.
I’m pleased to say that they excelled throughout the process. David provided good communication to stay in touch with me and be ready for the point at which we needed floors removed, and then later in the project to have the new floor installed.
We have Brazilian Cherry real hardwood throughout the house, but decided in the kitchen family room to go with Armstrong Alterna Reserve Luxury Vinyl Tile with a grout.
The installer was Andreas and Jorge. I cannot say enough good things about them both. I was very confident in their skill level, and it was clear they desired to have a top notch install as the outcome. They showed pride in their work. On the day of the floor install we also had a representative from the Floor Store arrive just to make sure all material was okay.
We had one issue with the baseboards, but David got that resolved without issue.
The outcome if great, we are very pleased with the customer service and skill of the installers.
I would highly recommend the Floor Store as a top of the list supplier for any flooring need.
(As for the Armstrong Alterna Reserve… we love it. Everyone comes in thinking we put in stone tiles, but comments they feel comfortable to walk on. Very nice product and very practical for kitchen/​family room.)

I recently bought carpet from the San Rafael store. The upfront service was fine. They helped me find suitable carpet and linoleum for our rental unit, came by to take measurements, and scheduled installation. The day before installation, I had received no information about when the installers would arrive, so I called the store. The folks at the store let me know my salesperson was out and that they couldn’t help me. After some insistence on my part, they finally managed to find my order, but couldn’t confirm when the installation was to take place. I finally got a call back from my salesperson who confirmed arrival time for the installers. When I later spoke with the installation scheduler, he confided that he had only learned of the job that day. Apparently the salesperson had failed to schedule our job and needed my reminder to get things rolling.
The next day, the installers arrived with a piece of linoleum a full foot shorter than needed for the job. Fortunately, the linoleum was a stock item at the store and a new sheet was delivered. This would have caused a serious delay if I had special ordered something that was not in stock at the store. The installers did a great job, and the place looks good, but the salesperson who messed up our measurements and nearly failed to schedule our installation didn’t inspire confidence. I’ll go elsewhere next time I need flooring.

as president of our homeowner’s association, i was up to me and another owner to come up with re-​carpeting our condo building. the staff at the floor store could not have been more professional, patient, and accommodating! brett the manager helped us thru the myriad of choices there are out there. .. and with his help we came up with the perfect type, color, pattern, etc — and hector was efficient at measuring and coordinating the installation, which waldo did a perfect job of, and now my fellow owner and i are heroes with the other owners!
i wholeheartedly recommend the floor store (we used the 9^th street branch here in san francisco) to anyone needing any floor covering needs!
it is refreshing to find a company that does such a great job, and has such a great staff!

I placed a relatively small (About $ 1K) tile order with these guys, and then due to my lack of experience…neglected to order extra corner tiles to cover possible breakage. Needless to say, breakage occurred.. .…Brian went out of his way, over and above usual customer service to find and deliver to my DOORSTEP this ONE LITTLE $ 4 piece of tile on a Friday afternoon, so that my job could be completed over the weekend!
AWESOME.
If you want great customer service, someone who actually remembers your name when you show up at the store (even if you’re a relatively tiny customer like I’ve been) this is place to go and BRIAN is your guy.

Okay. the manager contacted me. She was very professional and apologizing. Of what was happening. She promised me to inform and advise the sale staffs.
A little back story. I was there on Sat and was working with Brain. He was extremely helpful and a great person to work with. Then I came back the next day to finalized things before making a final decision. Sadly, Brian was not working that day. That’s when I was trying to ask someone else to help. But that when things happened (which was why I wrote my initial review with 1 star). I you «have» to shop there, I would recommend you work with Brain Martin. For me, however, I am taking my business somewhere else.

I went to The Floor Store just in time for their Martin Luther King Jr. Day sale. I sort of laughed because I assume a place like this almost always has deals going on but I ended up finding exactly what I wanted. I was searching for a versatile, reasonably comfortable, functional wall to wall carpet for a room in my apartment. They had a lot to offer for a fraction of the price of the competitors I’d previously visited so it was an easy decision.
The salesman, Danny is clearly a seasoned professional. He answered questions intelligently, made many affordable suggestions, and didn’t put pressure on. Though he was blatantly trying to make a sale, he still regaled us all along the way, which was much appreciated. In fact, every interaction with their staff and the whole scheduling process was stress free. From the initial purchase to the measurement visit to the actual installation, there was excellent communication and thoughtfulness in their approach. They showed up on time for each appointment and there were no hidden costs tacked on at the last minute.
In terms of the finished product, the carpet looks much better than I originally anticipated — a really handsome shade of pearlescent gray. The padding underneath adds warmth to the room, helps with sound absorption, and is even comfortable enough to lie down on. The installation only took a few hours, they weren’t noisy while working, and they cleaned up nicely before they left.
If you’re in the market for some wall to wall carpeting, The Floor Store should not be overlooked.