Floor and Decor Outlets has lost my business, my contractor's business and the potential business of all my friends and acquaintances due to unreasonable shipping policies.
Since a first experience with the company was fine (I spent hundreds of dollars in new tiles plus freight shipping to my contractor), I decided to go back to them for one extra box of my original 13x13 tiles ($26) and 2 boxes of new 6x6 bathroom tiles (around $40). Total product cost: $70. I called customer service to confirm shipping cost and was told that given the 13x13 size of one of the tiles, freight shipping (over $300) would be required. I told them this was unreasonable but received no other options. Just to validate the customer service claim, I went through the website order process and was able to select UPS as shipping method wthout any problems or error messages. (Should I have increased the number of boxes and thus the weight, I would have had to select freight, as messages in the order page pointed out whenever I tried it). UPS was still a ridiculous $80+ to ship the $70 of the 3 boxes, but still less than $300+ and I needed the tiles.
I thought everything was fine, until I got a customer service call (same person I had talked to on the phone and sounding really annoyed in a "I-already-told-you-on-the-phone-so-I-don't-know-why-you-thought-the-website-order-would-work" kind of way) telling me they couldn't do UPS and I would have to pay freight. When I called the next day and talked to a different customer service agent (who must have known about me because she knew about my tiles right away and sounded very unfriendly and annoyedl), confirmed the need for freight shipping and offered to immediately cancel my order, offering no other options for shipping. Apparently spending over $300 to ship $70 of product seems totally normal to them. Of course, I canceled the order.
If I had known about this I would have never ordered from them in the first place. Now I am stuck with a floor that is missing 10 tiles and nowhere to get them from.
If you have a very large order and don't intend to buy from them ever again, they might be the ones to go to, but personally, I wouldn't go to a company that obviously doesn't care about repeat business or good customer service.