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Lumber Liquidators / Worst customer service

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They are by far the worst company I have ever dealt with in my 23 years in the trade. Deceitful, poor quality and the WORST CUSTOMER SERVICE. They refuse to return calls on material they have received numerous complaints on. I purchased over $6000 worth of materials that began losing its finish and denting as soon as it applied. According to the local sales rep "that was to be expected". After installing solid wood floors for many years, I had yet to see a professional job peel or dent...


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A  18th of Dec, 2007 by 
Agree Disagree 0 Votes
Bought 2,000 dollars worth of Brazilian Cherry need 1 box, ordered online and has been the worse customer service I have ever received. Don't have the product, been awful!
A  8th of Mar, 2008 by 
Agree Disagree 0 Votes
This is a bait and swich company. We bought bloodwood in december and paid $3000.0 deposit. They said in december it will be available in March (3 months), now they said it's still on back order and will not be available until May!!!

Lumber Liquidators does not have the decency to refund our money even when we told them we find the floor at a local retailer! They said that this is a special order and there's no cancellations or refunds! But they can give us something else!!!

If they can't get our floor, why won't they refund our money?
We have called over 20 times, and now will take this with the BBB.
A  26th of Sep, 2008 by 
Agree Disagree 0 Votes
I have installed floors for more than twenty years and I have never seen a poorer product than Bellawood Flooring. After visiting friends in Virginia, my mother decided to pull up her carpet and put down Bellawood after seeing her friends beautiful floors. She decided on Brazilian Cherry. Two years ago I installed her floor and it looked great –for about 6 months! Her home is located in south Ga. and is on about a three foot crawlspace. Before any of the planks were installed, I laid down a DOUBLE moisture barrier (It was my mom’s house). The bottom of her crawlspace had already been protected by a moisture barrier per recommendation by Georgia Power to receive the good cents energy saver discount. The problems began a quarter of the way into the job when I began noticing serious milling mistakes. I also noticed very poor finishing on some of the planks. Both of these problems are a common accordance with hardwoods, so I just grabbed an empty Bellawood box thinking I would return them for a refund. When I finished the job I had more than 3 boxes out of 40 with poor milling/finishes. When I tried to return them I was told that the warranty states that you have to accommodate 5% for industry defects, 8 – 10% for exotic woods. This is B.S. I have never had a problem with returning defective product with any local or national retailer. I guess by translating the warranty 5 - 10 % of the product you have already purchased and haven’t opened is crap. The more serious problems began about 6 months later when the some of the planks began to buckle and some split. When I called Lumber Liquidators I was told that I used the wrong nails. I have installed a whole warehouse full of hardwoods, and the nails are standard. I was also told that the humidity in the home was too high. This might work as an excuse, but if there is high humidity in the home, then why aren’t the hardwood floors in the other rooms affected?(Bruce and Traffic Master). Now, every time my mother goes on vacation, I get called when she gets back to bang down and nail a new buckle. Again, no other rooms with hardwood are affected. I suppose if you install Bellawood floors you have to leave you’re a/c or heat running while you are gone for weeks at a time. Bellawood is the worst flooring I have every installed some much so that I will not install it for any customer and do not recommend it to anyone. By the way, about a year after my mother floors began giving her so much trouble, her friend from Virginia called – Their Bellawood floors began to buckle and split too! If anyone would like to ask me any questions please email me at tgpil@hotmail.com
A  29th of Nov, 2008 by 
Agree Disagree 0 Votes
Having made the mistake of purchasing $14, 000 in flooring from LL, I know firsthand of their complete indifference to customer problems.

My flooring was installed by someone LL recommended. He carefully checked the humidity levels of the crawl space, the house's interior, and the flooring itself, and all were within an appropriate range. The house has an excellent climate control system, and has always had proper humidity levels. Within two months, the LL flooring had cupped, the oxide surface began splitting and cracking in places, and LL's response to this problem was a $2000 credit for more of their products--in other words, have some more of our terrible products. Apparently, the 50-year warranty is an empty promise to lull customers into a sense of security, rather than a willingness to stand behind their products.

Unfortunately, it may take a class action lawsuit to get them to improve, and even then they might just file bankruptcy and be done with it. I wish people like Bob Villa would not lend his trusted name to their products--it's how I got hooked in the first place.
A  3rd of Mar, 2009 by 
Agree Disagree 0 Votes
Avoid LL at all cost, I installed 750sq ft of laminate and would be surprised if this floor last more than a year. This is the third laminate flooring I have installed, and being a carpenter by trade I can assure all that all the proper steps were taken during installation.

The flooring looks good, but a closer look will reveal that the mating edges do not sit level with each other exposing the ever so fragile edges of the laminate. About 25 - 30% of the boards were like this and I had to take extra effort to position these boards in low traffic areas.

The funny thing is that I posted a review on the LL website and it never got posted, the must only post the the few positive reviews.

I purchased the flooring in person @ their Mira Mar CA location, the customer service sucked, I dealt with the manager who seemed as though I was bothering him, you would think he would of appreciated the thousands of dollars I was about to drop. My guess is that he gets laid about as often as you hear a positive comment about LL.
A  24th of Jun, 2009 by 
Agree Disagree -1 Votes
you are correct, I too, posted a bad review two weeks ago, yet it does not appear. AVOID LL AT ALL COSTS! Their engineered hardwood flooring is crap. it is a 1/16th hardwood laminated to fiber board, not plywood. Crap for $3.19 a sq ft.
A  28th of Sep, 2009 by 
Agree Disagree 0 Votes
I purchased over 1000 sq. ft. of American Walnut from LL. While I'm generally happy with the look of the wood (so far- it's only been a few weeks), I was very unhappy with the fact that most of the pieces in the box were about 6 inches long. Out of the 1000 sq. ft (40 boxes), there were probably about 20 pieces of wood longer than 2 or 3 ft. The store encouraged me to order extra and said it would be no problem returning unopened boxes. I tried returning two boxes and they wouldn't take them back. Their excuse was that it looked like the boxes had gotten wet, which they hadn't. I would strongly suggest paying more for better wood and better customer service. This place is a rip off.
N  20th of Nov, 2009 by 
Agree Disagree 0 Votes
We purchased almost $2000 of Brazilian Cherry for our new home in the dining room and hallway from LL. My professional floor installer, did my dining room and at the end of the day we called it a bad install on his part because the seams where HORRIBLE. We hired another installer to install the hallway and 3 hours into the job got the phone call that there was a problem with the wood and the boards were varying in width up and over a 1/16" on an inch causing the gaps from row to row. After calling LL to tell them they needed to come pick up their horrible flooring and pay for my 2nd installers time we were told that we needed to file a claim. Filed a claim that evening, called the next day 7X to check the status of the claim since this was holding up the rest of my flooring in the new house. By the end of the day I was told to bring the unopened boxes back to the store for an exchange. So now I get to load their crap for a product back up, drive it 1.5 hours away to bring home more crap in a $200k house. FANTASTIC!!! When I asked about the 50 warranty I was told that it was on the product...my response was this is a problem with the product. I will make sure everyone I know understands the HORRIBLE experience I had with LL.
N  7th of Oct, 2010 by 
Agree Disagree 0 Votes
Spent alot of money on Bellawood installed and looks great so far. 10weeks... We had 2 boxes left and returned for a refund. We even have an invoice for credit, but after 7 weeks can not get a check for the $200.00 returned bundles. Horrible customer service when they owe you money. I think they ignore call on caller ID.. This is too bad As I thought this was a good company. After more that 6 calls to the corporate office, and the store the material was purchased from, All we hear is we will call you back. We have a Computer glitch, the store made an error, the store says no error corporate is making the error ect. no return phone calls.
Well it didn't take them but 2 days to cash our check for the $1200.00 to buy the wood. Whats the GD Problem?????????????
They need a BBB call ya think?
N  30th of Nov, 2010 by 
Agree Disagree 0 Votes
The fact is that the BBB does nothing to remedy the problem. With a (+/-) $400 fee anyone can get a posative rating with the BBB! I have over 9 years experince dealing with Lumber Liquidators, and I can assure you that you ( as well as many other people out there) have chosen the absolute most dishonest bunch of crooks in the business. Also I have found that contacting the Attorney general has no effect either. The only thing they can not get away with however is a law suit. Wich causes you more money and time lost, and is the reason many of the customers caught in there web of deception do nothing. The manager at the Cincinnati store is guilty of taking kick back money, lying to each customer to gain confadence, and overall very poor managing skills, just to name a few things. And what makes it even worse is that if you log a complaint to them, it is then forwarded to the district manager over that location, and in the case of the cincinnati store the GM is every bit as much a crook as the store manager, in fact the GM supports the mistreatment of customers. I have seen this happen countless times. The sad truth is that nothing is done to stop a company like this from ripping people off day after day. If the "higher powers" will do nothing to stop them, then we as customers must boycot them. Simply put stop feeding them and eventualy they will go away.
N  22nd of Jun, 2011 by 
Agree Disagree 0 Votes
BUYERS!!!PLEASE, PLEASE BEWARE.My husband and I recently brought a new home in Douglasville, GA and decided we wanted to installed hard wood flooring in the entire first floor of our home with the exception of the kitchen, went to lumber liquidators and brought three thousand dollars worth of flooring and adhesive with moisture barrier ($275) a can, against better advise given to us by my father in law, who has installed floors for more than 25 years and has never had a call back for the work he has done!!.The short of it was, when opening the boxes my father inlaw also my contractor, said that the planks were uneven in width and the edges did not mount properly, anyway called lumber liquidators in Marrietta and spoke to the manager about the problem at hand, which he had my husband bring the boxes back and convinced us that there should not be any more problems, well that was the least of our worries, after installing the floors they looked Beautiful!!! for about three weeks and then the real problem the floors were cupping and buckling, I immediately contacted lumber liquidator and file the complaint, three weeks later still waiting for the response, I called back they put me through the whole BS of answering the same question they asked three weeks prior, after that that received a letter in the mail informing me that the warranty is valid for moisture damage, so my husband and I called LL and spoke to Ms.Ardana, whom we clearly stated the fact that they recommended the mapei 995 as a moisture barrier for the price of ($275.00) each can and the amount we needed to complete the area.Ms.Ardana then offered the inspection, but first she would have us take pictures and send them to her, only for her to send my husband a form to be filled out, that form to protect their LYING As*, it states that you would give the inspector the time to come out to your home, while you rip three pieces of the flooring up, and if ruled in their favor you will be responsible not only for the cupping but also the extra damage that has been done to the floors, due to pulling the pieces for the inspection.GUESS WHAT FOLKS!!!.The results are in and guess what it's our fault the moisture barrier that was sold to us, that was suppose to prevent moisture and the quantity that was sold to us was the amount needed for the project, well here it is (THE AMOUNT APPLIED WAS NOT THICK ENOUGH) SO THE PROBLEM IS MINES AND MY HUSBAND TO EAT..WELL THANKS MS.ARDANA, PLEASE KNOW THAT THERE IS A GOD!!!AND HE SITS HIGH AND LOOK LOW.WE FEEL TOTALLY TAKEN ADVANTAGE OF AND I WILL BE LOOKING FOR ANY CLASS ACTION SUIT AGAINST LL TO JUMP RIGHT IN ...PLEASE CONSUMERS, DO NOT PUT YOUR MONEY INTO LUMBER LIQUIDATORS THEY ARE A COMPANY OF LIERS BY ANY MEANS...
A  2nd of Jul, 2011 by 
Agree Disagree 0 Votes
gee, I wish I had seen all these complaints before we purchased flooring from them. We haven't even installed it yet and wanted to return the product because we felt it would not work with our dogs. They STILL would not return it. I have read so much AFTER the fact about their poor customer service. And I AGREE wholeheartedly that they have the WORST CUSTOMER SERVICE around. They just "pass the buck" when you call corporate. They must have some very highly paid attorneys on their staff or some smooth talkers. My only hope is by spreading the word, (email, facebook, blogs, complaint boards, word of mouth) that more will be saved from this companies lies and deciet!!!
N  30th of Oct, 2011 by 
Agree Disagree 0 Votes
Do not purchase expecting a warranty. If you hardwood splits it will be the consumers fault. I have wasted 1330 on defective hardwood. have installed tavern grade with no warranty that lasts longer than LL cheap overseas lumber which isn't properly dried out.Take my word LL will lie to you!!
A  28th of Apr, 2013 by 
Agree Disagree 0 Votes
I appreciate everyone here that has shared their painful experiences with those of us who are trying to learn about this retailer. If it is any consolation, we will not be purchasing from LL due in part to what we have learned here about their lack of customer care and poorly performing products. Our hearts go out to you and thanks for helping us make a QUALITY decision to go elsewhere.
N  21st of Apr, 2016 by 
Agree Disagree 0 Votes
top grade wood flooring installed on my ground level, within months there are gaps and upheaval. phoned in with pictures to no avail.
customer service, without seeing anything, said it was a water problem.
absolutely false...no water issues ever at my home.
case id #5148355

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Customer Service
3000 John Deere Rd.
United States - 23168
+1 800 427 3966
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