The Floor Store

The floor store definitely has some great products and will work with you on competitive pricing (especially if you can bring you contractor with you) Tom was great, super friendly and very helpful. I do have some points of frustration —
1. They have horrible follow up, so you have to stay on top of them
2. Disorganized staff. When my contact is out of the office, my order should be in their system so another customer service personnel could help track our status — this is NOT the case here. So be prepared for the frustration.
3. Shipping — it seems a little crazy to spend all this money at a store that won’t supply free shipping within a 5 or 10 mile radius.
The product is worth some of the frustration, but customer service needs improvement. Like I said, the best person to work with is Tom, as he will work with you and get you some competitive pricing!

You know I had always loved the Floor store Larry Flick the owner is a amazing and wonderful guy and supported my business for years, so when i needed another floor for my yoga room i went to the Floor store put a deposit on a new really popular engineered floor, that Tom said was amazing and they stock it but something happened and they ran out,
I was upset but Larry Flick the owner called me and him and Tom got me a Sunday install,
Your the best thank you
Jefferson

We had a wonderful experience working with the Floor Store in San Rafael on both a carpet and hardwood floor installation. They have a wonderful selection, competitive pricing and great customer service. We were on a tight budget and a tight deadline and Chris made it happen. He was very helpful throughout the entire process. He followed through on all our requests and always responded to calls and e-​mails promptly — even on his days off! Thanks to Chris and everyone at the Floor Store who helped with our order!

We have used the Floor Store twice in the last couple years. This review is a combined experience.
Pros:
— The estimators come out, on time, and provide a good idea of what to expect for the size of the job.
— There are a lot of options in the show room, and the delivery time to the house was not too long.
Cons:
— After not hearing back from them for a few days after giving our deposit, I followed up with them to see the status of the install. Turns out the flooring we wanted was no longer in stock. I don’t know how long it would have been until they notified us that we couldn’t get the flooring we ordered from them.
— We asked, over, and over, which flooring would be best for big animals. They suggested any laminate and as we have found out some of the planks have scratches in them and laminate is not good for any type of spills. This is on us to do our research better, but when asked I feel like they should disclose this, hell even upsell us on something more durable.
— Their estimates of time are horrible. a 2-​day job ended up being 4 days. Which, living in a home while this work was being performed was not ideal. If we knew it would be longer than a couple days, we would have stayed in a hotel.
— The sales person we had for the original job complained that she was not paid at the end of the month, when the job started, but at the beginning of the next month which I guess is not released to her for a while? She made a «joke» that she guesses her kids can’t eat this month then which wasn’t funny and if it was an issue she should have given us a proper date of payment. As I understand it, she no longer works there.
— They didn’t disclose that baseboard might not be «finished», meaning the installers may or may not seal all the corners of the baseboard with sealant. Luckily ours did, but why would this NOT be part of a multi-​thousand dollar job?
I agree with the other reviewer who said it feels like a used car dealership where the sales people are chasing after leads rather than taking care of customers after the deposit has been made.
We canceled our job with them and will be going with someone else local.

My husband and I just bought a house and needed the floors changed pronto. We walked into the Floor Store in San Rafael and was greeted immediately by Chris Lyon. He was very friendly but not pushy, which we appreciated. When we came back a second time, Chris was there and again, greeted me warmly and also remembered my name, which is a huge plus IMHO. We found some floors which we liked but the cost was way above our budget. Fortunately for us, Chris worked his magic and was able to give us a price closest to what we wanted to spend on floors, beating other places we visited and received bids from. After agreeing on a price, he ordered the floors and working within our time frame, scheduled his team to come to the house and do the installation. It was an easy process and now my floors are AMAZING!!! We are so happy with the product and the AWESOME customer service we received from Chris! I will definitely be using them again should I need new floors!!! Thanks again, Chris and your team, for a job well done!

After writing the review, Jennifer, the new manager, has reached out to me and resolving the matter. She is very sweet and willing to help out. I still needed to do one more room in my house and she has offered to give me the same price I bought it for originally (prices went up) and free delivery. I appreciate the discount and the willingness to make things right. That’s how a good manager should run her business. Thank you Jennifer.

Artie, the store manager, greeted me the minute I walked in the store. I had gone else where first but was astonished at the price they wanted to re-​do my kitchen floor. I found the exact same thing at the Floor store for 50% less. Chris and Rico were very friendly and the installation process was fantastic. The installers were professional, courteous and very efficient. The entire process took only a day.
From start to finish, a very pleasant experience. I will go back for all my floor needs and have already recommended them to several of my friends.
Thanks Floor Store for a job well done!!!

Go somewhere else. Absolutely.

Kevin and his team did a fantastic job with our house. The team that installed the floor was super efficient clean and cordial. We love the way our home looks now with the new floor. Thanks Kevin

I wanted to write about the GREAT reception my friend and I had with Kevin S. at the San Rafael Store. Not only was he experienced with the actual laying of the bamboo flooring we purchased, he was very respecfull of the fact that we, two women, had knowledgable to install these floors ourselves. I know I will be going back for more of that flooring because of Kevin. Thanks again, Robin.

I had to write about the wonderful experience we had working with Tom Buntin, the San Rafael manager. We desperately needed new carpet at the downtown Mill Valley Chamber of Commerce office and I was put to task. It’s a small space but visitors, locals and Chamber members come in often and the goal is to be welcoming and inviting. Tom was very helpful finding a commercial carpet that complemented our décor. He was totally flexible with the installation, which had to be done when the office was closed. He was excellent with follow up. The installers did a beautiful job and were on time. Our office is beautiful now thanks to Tom and his fellow workers!

Learn from my mistake, and DO NOT USE THEIR INSTALLERS!!! Use them at your own risk. I wish I would have read these reviews before I went here. I own a condo in SF and I wanted to give the new tenant nice new tile floors. I thought going here would be easy, wrong. So wrong.
First they couldn’t schedule an install until after the new tenant was supposed to move in. Which was fine, we could wait. Then we’ve had 3 postponed installation appointments (flu, truck breakdown, and the best was canceling due to traffic from a parade in SF) This is all annoying, but not as bad as the result of the installation… It’s a one bathroom apartment, the sales person told me the floor couldn’t be used for a few hours after the install they would use a fast curing product. My tenant was told as the installer was leaving he couldn’t use the bathroom for 48 hours, leaving me with having to pay for a hotel. On top of that they didn’t stabilize the area between the tile floor and the laminate floor (supposedly the laminate floor guy’s fault, not theirs) so the grout started chipping less than a week later. And they cut the tiles different lengths thinking no one would notice against the carpet (anyone could see it wasn’t even). Both issues required dozens of phone calls and multiple visits just so they would agree to fixing it. Then when I asked for a different installer, they would only send the same guy. GRRRR
Honestly, a high school kid with a tile saw following the instructions off a few YouTube videos would have done a far better job than The Floor Store. And trying to get this all resolved… very unprofessional. Laura the sales person either had no time or authority to fix this after the job was installed improperly, she escalated to the store manager Tom, who was helpful at first then didn’t return my phone calls… multiple calls, leaving messages with the person answering the phone, leaving voicemails, trying his cell phone that had a full voicemail box… Please please save yourself the headache and do elsewhere for your tile project.

Feels like a used car dealership. I don’t know if the sales people work on commission, but it’s very shady to not be able to tell the price per square foot on tile and instead say «We have so many dealers. What’s your budget and I’ll email you a price.» How can I know what to budget if I don’t know how much your product even costs?
Not a good sign if nothing if no prices are marked and they won’t tell them to you. Well, as the saying goes, «If you have to ask you probably can’t afford it.»
Took a couple of samples, the entire time during the checkout process the sales woman kept talking about how people don’t always return samples. She said my sister «looked honest». Um, lady, we are giving you a credit card imprint, shut up about checking out your precious samples.
I returned the the samples the very next day as I had not been contacted at all with a quote. How long could it possibly take to quote for two tiny bathrooms?
Went to another ceramic tile store in San Rafael and received stellar customer service and got a quote in 10 MINUTES.
I don’t know if The Floor Store stays in business because they are a chain and don’t have to try. Or if because they are in one of the richest areas in the country they can blow off customers with small projects in favor of palatial estate remodels, but they are off my list and I will tell others to steer clear.

Got great installers, David & team, did an awesome job. But they didn’t have enough material delivered. Stair nose missing, molding missing? This is basic 101 stuff, how can you mess that up…
Now waiting on the material to show up to finish the work. Zero professional service from the personnel at store, they don’t even return the call after making promises.
EDIT (4÷16÷2014): The owner, Larry Flick, got personally involved and was very apologetic on the miss management. He express delivered the missing material & oversaw the job completion. Best of all, he kept me apprised at every step.
I will give them my future business & if I run into trouble, I know who to call. Thank you, Larry…

Wish I had read these reviews before I decided to give them our business.
Wow. Unprofessional, tardy, and expensive. I don’t mind expensive when you feel like you got a good service. This is not a well run business.
Main problems:
1. not truthful about time frame for job.
2. installers did a very sloppy job causing damage they did not repair
3. they left the installation incomplete when they ran out of carpeting. Instead of calling to say, «sorry we under estimated the square footage», the manager blamed my house as being atypical. Really? They have still not installed the remaining carpet 2 months later.
4. Lazy sales team. Had to chase them for everything except payment.
Be forewarned.

I have been to this store many times in the past couple of years looking at hardwood flooring as well as carpets. I wanted this store to work for convenience sake, but did not like how every sales person gives a different price on the same product. Every time I go in the store they make it clear they don’t want to answer any questions if I have talked to someone else in the past. I guess this may be so I don’t catch on to the varying pricing. We had someone come out to the house to measure for carpet. He was quite grumpy throughout the process and gave a square footage of carpet needed at 25% higher than what we had been told by other stores! 25% higher! I won’t be buying anything from this store.

I wish I could give no stars. 14k of nice carpeting with a very poor installation. The pad was not what I purchased. The carpet has gaps where it meets the base boards. Same thing with the stairs.
Customer service is negligible except for the sales pitch. Don’t waste your money.

I went to this place thinking I was just going to be doing some browsing. What I was surprised with was their selection and prices. They really had it all and most of it at better pricing than what I’d seen locally.
I worked with Michael through out the process and couldn’t be happier with how everything went. There was a lead time issue with one component of my job but he got on the phone and tracked down another source last minute so there wasn’t any delay. I don’t think I’ve ever gotten this kind of customer service in other places.
My new hardwood and tile looks fantastic and I’m giving The Floor Store three thumbs up !!

I’ve got to say that I really don’t like having to purchase large ticket items with sales people who work on commission. I sometimes feel I’m getting the run around and a bit of smoke and mirrors.
I’m happy to say I had a completely different experience here. Every one was laid back and pretty knowledgeable without being pushy. I worked directly with a guy named Mike who was really sharp and very responsive, but everyone there was helpful when he was out.
My new floor looks great and I couldn’t be happier. I’d definitely recommend them.

Good on the front end, snafu’s during the installation process, good at the end with apologies.
good products and prices, nice installers, but a lack of communication between sales staff and installers. created some challenges. Brett and Thomas made things more than right
the finished product is nice, very nice
i feel like i had a very good experience with a great outfit, i am sure most of their projects go smoother than mine. It is easy to be good when things are smooth, but when you are good when things get a little rough really shows the character of a great company.