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November 2023 by Laurie C.
Read all the negative reviews. Obviously a huge management problem, as evidence by complaint after complaint with no decrease in the amount of customer service complaints/complaints about treatment of customers by all but a few good employees.
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October 2023 by Gabriella C.
Male staff is just so damn rude! I'm 9 months pregnant and I came to buy backsplash for my new kitchen. I asked for help multiple times, no one helped me of course, until I got upset and asked a guy to show me the backsplash aisle, of course he was just uninterested in helping me, didn't provide any help at all, zero energy. Then he told me he was going on a lunch break and thank God he did. This nice and sweet lady TAMMI took over him and she was super helpful, she carefully helped me select the right backsplash/grout for my kitchen, she was sweet, kind and patience and she even helped me put it all in my car. Thank you so much Tammi, I hope you become the manager of this location and teach your other colleagues great costumer service!
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October 2023 by Christopher S.
So far, miserable experience dealing with this store. Ordered online. They "fulfilled" order. Scheduled afternoon delivery at vacant home we just bought. My wife got a call at 6:45 AM that the truck was going to deliver flooring in 20 minutes. There was no way we were going to be able to get there at that time. Tried to reschedule with store. Here's the catch:NOBODY ANSWERS THE PHONE THERE. EVER. After hours of chasing them down, my wife finally talks to someone by contacting the pro services line. They arrange for delivery the next day. We ordered 26 boxes of flooring. Received only 22. Now getting runaround on refund for 4 boxes, plus I now have to drive 45 minutes to get 4 boxes from a different store. Shitshow.
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October 2023 by Marinella B.
Horrible service, had to wait 1.5 h with 3 people that came after us and were served before us. We had to repeatedly ask where our stuff was.
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September 2023 by Inshan Hosein
My situation today was that my wife a I took about 3 days to choose tile from Floor and Decor Buford after meeting with my contractor yesterday we realized that the tile we chose was to big and we will have lots of wastage and added to that we will have to purchase more tile and the labor would have been a bit more since I was working with a budget and had less than 12hrs to reselect tiles for all three bathrooms, nervous and worried if we took three days to choose tiles how am I going to do this in less that 12 hours and that’s when I met TAMMI AND LISA two of the most helpful and patient individuals I have ever met in since I started my project I was in and out of Floor and Decor Buford in less than 3 hrs TAMMI very professional in her field was able to March all three bathrooms with tiles, mosaic, sluther, grout and mortar TAMMI AND LISA MADE MY PURCHASE WHAT I THINK WOULD HAVE BEEN A NIGHTMARE TURNED OUT TO BE A WALK IN THE PARK. I highly recommend Floor and Decor Buford please don’t forget to ask for TAMMI AND LISA these two ladies went above and beyond to help makemy project a success,thank you so much ladies keep up the good work.
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September 2023 by Dave Wood
Went to get some products for a bathroom remodel.On entering store, I asked a cashier what I needed to do to get 6 sheets of Durarock, whether I just tell them when I check out, or request it prior to shopping. I also asked where I go for them to load it. The cashier looked puzzled, like they never have requests to have products loaded?? She pointed to some flat carts located near entry doors. I told her I wasn't physically able to load those heavy items. She looked around bewildered, got on her radio and asked if there was anyone available to get the Durarock and load it for a customer... there were 3 employees within 15 feet of her, I heard all their radios with the request.... nothing but crickets.... the 3 other employees were stocking products at the time (2 turned and looked at us when they heard the radio). Very few other employees in the store that I noticed... it wasn't a busy time, single cashier, no customers waiting to check out etc...She finally asked again, and then spoke to one of the employees and she said they'd get it taken care of.I had some product questions, but no other employees around the isles to answer questions... had to go to their "pro services?" desk, there was a gentleman there that was helpful.Customer service seems pretty lacking there....
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September 2023 by Dave W.
Went to get some products for a bathroom remodel.On entering store, I asked a cashier what I needed to do to get 6 sheets of Durarock, whether I just tell them when I check out, or request it prior to shopping. I also asked where I go for them to load it. The cashier looked puzzled, like they never have requests to have products loaded?? She pointed to some flat carts located near entry doors. I told her I wasn't physically able to load those heavy items. She looked around bewildered, got on her radio and asked if there was anyone available to get the Durarock and load it for a customer... there were 3 employees within 15 feet of her, I heard all their radios with the request.... nothing but crickets.... the 3 other employees were stocking products at the time (2 turned and looked at us when they heard the radio). Very few other employees in the store that I noticed... it wasn't a busy time, single cashier, no customers waiting to check out etc... She finally asked again, and then spoke to one of the employees and she said they'd get it taken care of. I had some product questions, but no other employees around the isles to answer questions... had to go to their "pro services?" desk, there was a gentleman there that was helpful. Customer service seems pretty lacking there....
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August 2023 by Sean Maxwell
Yeah! Emily is a Rock Star.She redesigned our bathroom shower tile and floor, helped with grout, picked the trim, new counters, and saved our marriage.
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August 2023 by Flower Blosom
Tammi is awesome. She is so helpful and patient. She took time and help me match my behind the range hood tiles with the rest of my kitchen tiles. You need more people like her. She is worth all my five stars.
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July 2023 by Aaron Hill
I just got home from picking up some luxury vinyl from your store and I am sitting in my car typing this review because I didn't want to forget to do it. I had a really great experience with your customer pickup/service representative named Phoenix. Just in case I got her name wrong, she has silver and blue hair.Phoenix was incredibly kind and personable. She had actual empathy which is something you can't teach. There were multiple times my encounter could have gone differently (in the wrong hands) but Phoenix made sure to look out for me and make sure I could get my items and get out of the store on schedule. Due to my own time constraints, I came before my order was ready and packaged, so when I stated I would like to load the boxes myself rather than wait for an employee to come available Phoenix agreed and then offered me a water bottle. After loading the items into my car that cold water really came in handy. I greatly appreciate her and I honestly believe people like this make a store what it is. You need to ensure that you are treating her well, because she treats your customers EXTREMELY well and is a HUGE asset to your team.(I'll just add, I had to call or deal with 4 different Floor and Decor stores in the area and this store (with its huge selection) and stellar team (Phoenix) blew all the other stores out of the water.)Phoenix seems like MANAGER material to me. (Hint hint).
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July 2023 by Nicole Kratzer
My husband and I purchased flooring for our house that we built back a few months ago. We over purchased, and with having a house full of kiddos - we just couldn’t find the time to return it. We went today and Angie was so helpful! She was kind and gracious. She genuinely cared about my needs, and wanted to help. We will buy all future flooring and tile and home needs from Floor and Decor because of Angie and her amazing customer service!
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July 2023 by Cindy S
They have a great selection of items and I love the store but getting help her is almost impossible. I had several questions about getting help but nobody could even answer my questions. Frustrating
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July 2023 by Peggy Sue
Although I live an hour and a half away. I come here not only because of the great products and prices but because of the service. Any time I need something or have had an issue ( wrong tile or tile missing in a box.) the always friendly Mary Grace ( pro manager ) takes care of it. She is a big part of the reason I keep coming back
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June 2023 by Cliff McLeroy
We initially had a carpenter lined up to remodel our bathroom. We bought all our tile at F&D, and the quantities were determined by their designer. Our carpenter put us off a few months and then rescinded his offer. This happened to be just past 90 days of our purchase. So I decided to do the project myself and close to the end of tiling the shower, I realized I only needed 7-8 boxes instead of the 12 we were sold. So I saw the return policy that said after 90 days, returns were subject to approval. I loaded up 4 boxes of tiles and drove 1 hour to return them. At first they said I could get store credit so I went and loaded up some stuff I needed. After an hour they refused to return the tile. Every time I have purchased from them they charged for stuff I didn't receive. To get credit for those I spent quite a bit of time holding on the phone. So if I had called about the returns beforehand, I probably would have wasted a lot of time as well as the trip there.
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June 2023 by Ved Patel
An absolutely amazing experience. Working with the design consultant, Shante Vasquez was incredible. She knows what she is doing and is incredibly great at it. She provided us with amazing custom service. Would definitely recommend her & the store.
