Floor & Decor, Milpitas CA

Had an online order that was being fulfilled by Milpitas, Burlingame, and San Gabriel. Burlingame and San Gabriel stores were helpful and knowledgeable about the system. Milpitas store staff was unfamiliar and poorly trained and caused a lot of confusion about my delivery. Not only was the staff (Jenna) unable to tell me correct information about my order, she was being extremely impatient and rude and then went on to say I was yelling at her. She even dropped off the call and I spoke with the manager Brent, who started accusing me immediately of being aggressive. He had not heard the original recording of the call so blindly siding with the staff is extremely unprofessional. I suggest that the staff be better trained about large online orders that are fulfilled at multiple stores and be more customer oriented especially when one lacks understanding of your own system. Cross-Training at Burlingame store may be helpful. I will avoid having any part of my shipment from Milpitas.

Please go to Burlingame!

Very good place for flooring selection. Lot of variety but found that same or similar type of engineered wood is cheaper in Home Depot. Maybe floor & decor sales and marketing team need to review the pricing strategy.
Customer service was very good. Overall good experience but price is a concern.

This store is practically empty whenever you walk in - not just there are no customers but no one from the store to help either. Good luck finding any help in the store.
I had gone to the store to select LVP flooring and after buying samples went home and I ordered 20 boxes of LVP to be picked up at the store - the online system shows there are 42 boxes available. After a few days of not receiving any pickup notice I call the store and I was told.ohh we have only 5 boxes of them.talk to the manager and he finds another 10.and tells me to pick up the other 5 somewhere else? What kind of customer service is that? Also they won't do any internal transfer from another F&D store so I can pick up all at one store.this too because I called the store- would not have known as there was no update online. Please avoid this store.

The guy who seems to be the store manager is extremely rude, impolite to both clients and employees. I don’t know why he has an attitude when clients just ask him some questions about the products.

The way he talks to me as a client is like he is my boss. He doesn’t even have the basic manner let alone customer service.

Honestly Floor and Decor is a great shop and has great selection of tiles. I don’t understand why they choose someone who turn clients away to be the store manager.

I was so excited about my bathroom project and ordered tiles from this store. I even paid an extra $250 for delivery. But when my order arrived, it had the wrong parts.

I tried calling the store for two days, but no one answered. Finally, I used their live chat, and an agent told the manager about the problem. However, even after two days, I didn't hear back from anyone.

I'm really disappointed with the lack of customer service, especially when I needed the right tiles urgently. I won't be buying from this store again. I hope they can improve their customer service for others in the future.

Places an online order and drove 1.5 from sf to get my order. When I got there it wasn’t ready and was told the item was out of stock. Took another 1.5 hr to drive back to SF

Floor and decor has a very good collection. Also the employees working there are super helpful. I got a big help from Melissa in the Milpitas location to figure out which color grout to use for tiles. It was a big burden off my head and she was pretty quick to answer my questions.

There an employee working on the cashier his name SANTIAGO Associate 93407 he dont know what he doing! He slammed our tiles after he scanned we wasn’t too happy about it but is ok. I told him ahead of time we only had 26 tiles he still manage to ring us 28. Obviously we want a refund. We don’t know what in the world that his mind is thinking that he charges us 2 more tiles instead of refunding us. He gave us a really attitude about us refunding the tiles that we didn’t even have. He didn’t realized he charges us 2 extra tiles at the beginning. He then wanna charge us 2 more extra. He couldn’t get his head around it then walked away when we tried to explain to him. Another employee helped us afterwards he very nice. We have to go or else would definitely stay and talk to the store manager. Why we are treated like that when is his fault.

This review is for Ray, who is an old gentleman helping us on plenty of items including tiles, t-molding and ledger panels. He is very kind and helpful on everything we need and provides us great suggestions! Thank you very much for your help!

They have a very large selection of tiles.

I would recommend getting a design appointment using their website, otherwise the options can get overwhelming.

Shout out to Melissa, the designer that helped us.

Update: Customer service reached out and made sure timely support is provided. Phone support from the store still is an issue you as they are short on staff so its hit or miss. But in store experience was good.

You can never each them by the phone.

Just stopped by at this location looking for a very specific tile - a certain shade of blue with a matte finish. I was able to narrow down to two fabulous choices and a big thanks to Stephanie who assisted me. Stephanie knew her product and was able to translate my requirements to something tangible and very quickly.

Clean store, large selection, and they have several example show rooms to help you see how the tiles look on a finished room.

This review is for Melissa, the very helpful and patient sales associate working in their design center. I was looking for travertine and she helped me out and answered all my questions. Not only did she not upsell me anything, she even gave honest recommendations to other hardscaping supply stores in the area without hesitation. Melissa, what would I do without you! 5 star service right there.

I have to deduct 1 star not because of her, but because of the store.it's a mess, tons of merchandise were mislabelled and no one's there to clean up after all the rude customers rampaging through the boxes and samples. It could be very chaotic at times.

Imposible to reach them by the phone, the lazy’s people you would find, avoid this place at all cost