Floor & Decor

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CLOSED NOW - Opens at 8:00am

This has been my week for navigating Floor and Décor stores.

I thought I’d return to the Greensboro, NC store, pick up some 13x13 black and white tiles, and begin a project. When I arrived, 3 salesmen were on the floor and one (Josh) openly said he didn’t want to be working. The other 2 were hard at work. After some encouragement from a cashier, Josh acquiesced and took me to the black 13x13 tiles. When I asked about the white tile, Josh led me to 12x24 white tile. Uh, no.. I finally went back to the cashier (who was also doing her job of checking out customers) who explained the tile I needed was widely unavailable. I could drive to Virginia Beach, Alexandria, Va. or Charleston, SC for it.

I called 4 NC stores just to see if they might have the tile. None of the locations answered the phone and my calls were cut off after the 10th ring. Looking online, their stores listed “O” inventory as well as zero customer service to callers.

I considered ordering the tile for shipment to my home but the $118 tile carried a shipping fee of $244. My next call was to corporate Customer Service who did answer the phone. A kind representative confirmed that the tiles were only available in those locations, Floor and Décor does not ship inventory between stores, and they use a 3rd party carrier who establishes their fees.

At this point, I decided to drive to Virginia Beach for what would be my last Floor and Décor project. When I arrived at the store (after a 4-hour road trip) I did everything but collapse on the first salesperson and beg for help. Okay, I did beg for help. And the wonderful young woman was there to save the day.

Within 10 minutes, Christine (designer / salesperson beyond compare who hoisted heavy boxes / goddess) had equipped me with tile, grout, spacers, and a new vision of what customer service might mean at F&D. Her helpfulness, professionalism and friendly demeanor might just have made me a return again customer. Thank you, Christine… you are the best!