Floor & Decor

latrell powe

Bring your A game if your delivering to this store in a semi

Gabriel Blackburn

So this review is going to be a little different. Everybody will write a review about great experiences, when everything goes great. Some will right scathing reviews because things went wrong. The question is, what about when things go wrong, and the customer service makes things better? No one ever writes reviews about that. I recently installed a shower and floor for a customer with a three color 2” hex. I was at the finish line when I looked down and noticed that tiles were not just shades of of the same color, which would have been fine as I work out of multiple boxes, and shade variations aren’t noticeable. but completely different colors. I was beside myself. After dealing with bad service from the big orange and blue box stores for years, I girded my loins for battle. I knew that I was going to have to fight to get a resolution. I arrived about 430 in the afternoon, and spoke with the pro desk, who promptly called a manager. The on shift manager James showed up, and came out to my truck to look at the tiles in question as I was only halfway through the floor install. He apologized profusely and informed me that I would have to return in the morning to talk with Wayne, the general manager. He told me not to worry, they would make it right. I returned the following morning, and did not even have to call for Wayne, as he seems to make it a point to be on the floor and interacting with customers. He asked me how I was doing and I informed him of the current situation, he sprung in to action. He inspected the tile, and did not even argue, but confirmed the color difference. He then had Michelle from the Pro Services desk begin helping me find a resolution. While the tile that was installed was not available for four to five days, we looked for other tiles that may work. I found one that I thought my customer would love. Instead of having to buy two sheets, Michele told me to take them, and show them to the customer. The customer loved them. When i returned to the store, Wayne and Michelle replace the tile, shower pan, and other items with no problems and told me if there is anything else that I need to complete the repair, please let them know. Andrea, who handled my original order, processed the returns and new materials. Wayne also stopped by to check on me. So, Wayne, James, Michelle, Andrea, and the rest of the Floor and Decor staff, thank you. You guys worked hard to make a bad situation so much better. Even though I m having to put in extra work on my end, your customer service has made it a much lighter burden to bear.

Maegan Ransome

I was shopping for tile for a bathroom remodel. I had help from Colleen, and she was amazing. She helped select matching thresholds and shower sills. She also reminded us to get edging which we had forgotten about. She made great recommendations for grout colors. The kicker, was we live in Richmond, Va but happened to be staying in Hilton Head for work. We needed the tile to be ordered for the Virginia store. She was able to make all that happen for us! I am so thrilled with our selections and am excited for the new bathroom. Thanks so much Colleeen!

Thom Corwin

They have tile for every need and a friendly, helpful staff to guide you through the multitude of choices and to help pick out the best combination for your project.