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November 2024 by Hoai Nguyen
Very Disappointing Experience
I recently bought flooring from Floor & Decor, but when I realized it was too thin and fragile, I decided to exchange it. I returned to the store with nearly 400 lbs of flooring — 11 heavy boxes — only to be told that their system was down and they couldn’t process a return or exchange. Rather than assisting me, they told me to take everything back home and return another day when the system was operational.
As a student and a young woman, there was no way I could keep hauling that much weight back and forth. These are their items — why couldn’t I leave them at the store until the system was working again? The associate, Bill Kiloh, refused to let me leave the items there, even temporarily. I didn’t know the system was down before coming in; I was simply trying to exchange my purchase like any other customer. Why was this so difficult for me? Are they prejudiced against me?
After almost two hours of trying to negotiate with them, I finally called another store, which agreed to process the exchange. When I told this to Bill Kiloh, he eventually accepted my exchange but need buy another one more price, more than the one i return . Unbelievable!
This experience was a total waste of time, and the service was shockingly poor. I can’t help but wonder if this treatment was because I’m Asian.
The customer service here is truly disappointing, especially when dealing with such heavy products. This kind of treatment is simply unacceptable.
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November 2024 by Adriana Reyna
Better prices and quality of products
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October 2024 by Mefi Tello
Good price
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October 2024 by Radhika Raj
We had such a great experience here. We were helped by Matt, who was extremely patient, kind and informative. He answered all of our questions and went above & beyond to ensure we were comfortable and educated about our decisions/purchases. I would definitely recommend this place!
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October 2024 by Michel Braike
Awesome people working in this company are very helpful and have a nice smile
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October 2024 by Ray R
A store that has a large inventory, colors, textures and more modern designs that help with your 3D graphic designs, very competitive and friendly workers
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September 2024 by Kelly D.
Plse tell YOUR pple to be more helpful and professional. Waited for a product to be exchange. Stood around near check out area. All 3 workers that we had spoken to asked us to wait. CLEARLY they saw us the whole time did not even say hey your product is ready. We Came up and ask them its been a while , they said " its been here 20mins ago". The other guy said loudly "sir we didnt know where you were" in an aggressive voice. We were never rude to anyone from the beginning. What? Because we are asian?
8/27/24 between 12-1pm
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August 2024 by KD NGOurmet
Yesterday, I was at the location on Warner and had the best help with every single staff.
Today, I dropped by the location on Dyer,
Unfortunately, I encountered the so-called “super designer” Alberto, and the man immediately replied that he could not take the time to help me because he had many customers.
That took less than 1 minute of conversation.
I simply vote with my pocket.
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July 2024 by Ansell Scott
They didn’t have enough tiles for my order but instead of telling me they refunded the missing tiles. When I got there they were about to load my car when I asked to check the tiles first. Every box had broken tiles in them. They didn’t care to check beforehand. They didn’t care about giving me a broken product.
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July 2024 by Brent Fung
Matt went the extra mile for us. Helped us find the pieces we needed and even called another F&D to find some pieces we needed to be placed on hold. Checked us out and loaded the car. A very good demonstration of customer service. Thank you, Matt and Floor & Decor, Santa Ana.
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July 2024 by Mario Obregon
Message for Delivery of 53 Foot trucks, here it is unloaded at 4:00 AM, and you can sleep if you come earlier, there is only one unloading area on the Right side, they are excellent workers, very good support, they are always appreciated for their kindness
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July 2024 by branden abrego
Nothing to see hereglass tile
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June 2024 by Naomi Estrine
Thrilled with Jacobs expertise in helping me with all my decisions. His service is above and beyond at the Santa Ana Store.
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June 2024 by Jacchi Wu
I like Mae a lot. He is so knowledgeable and helpful
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May 2024 by Louis DiGonzini
Simple and the staff is helpful!
