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| - We had been shopping for tile for our new outdoor kitchen. Floor and Decor seemed fair in pricing. On April 10th we asked for Brock to help with size and advice, he spent 2 to 3 hours with us. Under his advice we purchase everything from thin set, two different grout, grout maximized and all the tile. He told us the directions were easy and if you were having an installer there would be no issues. We voiced our concern many times, this tile is for an outdoor kitchen. Floor and Decor does not have installers but a list that you can call on. They are not affiliated with these installers.
The tile took 2 days, by Saturday the 12 x 12 Marble were cracking where the veins of the tile were located, then what appears to be grout in the tile comes through. We called Brock and he said I have never heard about this, I am going to do some phone calls and I will call you back, the next day we didn't hear and it was time to put all the equipment in place. We called Brock and he was not there. The lady on the phone said there was nothing they could do to help. I asked for a manager and Chris spoke to is. He said that it was an installer issue, but he would replace the damaged tile. We said it was installer because the direction on all the products that came from Floor and Decor were followed. We asked if he would b willing to come to the house to see the tile that was cracking he said no, it was an insurance issue. He said again we needed to call installer, he didn't see the tile or ask for pictures. He pretty much didn't care.
Honestly, other then removing the tile which we would have to remove it all, why would we replace it if we don't know what caused it. We selected four different tiles and the marble is the issue. I am not an expert but it looks like the problem is in the make of the marble. Had at anytime they had said we are sorry for your experience, send us pictures anything, there solution that day was for us to wait two days until Brock was back and would call us. Both the girl on the phone and Chris suggested the same thing. Now I have been in that store many times, and I hear other home owners asking advice, this is not a p,ace for advice this is where you go to get inexpensive flooring. Do your research before you go. Speak to many people about the type of tile you need for your project. Our first experience was April 19th. We purchased the 12 x 12 emerald or Marble. I believe that this type has a flaw and I would advice you not to buy this tile. The other tile that as bought that day we have no issue. I need to say we had two use two types of grout because of the tile I picked. Just because a location has flooring in their name does not mean every associate understand that product. I didn't want or expect Floor and Decor to replace my tile. I wanted advice a solution something other then blaming a professional installer.
July 2016: since the review was written Floor and Decor has go above and beyond to work with is. They had an independent inspector to determine the base on the issue. It has come back that it was the marble, there was a fix that could have been done, however, Floor and Decor wants to remove the marble and replace with granite. Granite will not have a filler. We think that they have gone to great lengths to work with us and we are happy with their customer service. Our lesson is hen doing a project, even if dealing with experts in the field talk to several places.
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