Lumber Liquidators
Reviews and Complaints

LL Customer Care Response to Quson complaint

If the service from the store was less than ideal you have the right to complain. The transitional pieces can vary in size and if they told you it was 10 linear feet and it was not, raising this issue to the store manager would be appropriate. Transitional pieces can come in different lengths, but some projects require certain sizes that may fall under the custom order category and the store can help you with custom orders. It doesn’t sound like they took the right steps based on your description of the transaction and I will notify the stores Regional Manager so they can be reminded of proper procedure. This is certainly an isolated incident and not our general practice. In the future, calling Customer Care would help as we note feedback for corrections / training opportunities for store and company personnel. You did the right thing by conducting a final inspection of the product and notifying the store – if they made you pay the shipping call Customer Care and ask for the Customer Care Mgr. and I will credit you back for the shipping as charging you was not the right thing to do in this situation.

I also bought Bella wood and had itinstalled by Lumber liquidators contractor four days after installation the floors cupped. The installers did not check for moisture to make sure the subfloors and wood acclamated to the house leaving us with cupped floors when we tried to sell the house our buyers declined. I spent over 6, 000 on these floors. I tried to get help from customer service with no help. I was blown off.They told me there was too much moisture in the house but we have a dehumidifier with a low moisture in the houseThey need to take responsibility for there floors and get them resanded for us. I would never reccomend this company to anyone.

I know from experience that if moisture comes in and is an expansion gap is not left the floor will buckle and all of that is a site related issue. the floor was not buckled in the boxes and all installers should do a moisture reading of the subfloor as well as the wood floornig and make sure it is within 4% between the two if it isnt then the floor will buckle any good instller will tell you that. I have wood floors and i did them myself i did a moisture test and i placed a moisture barrier and i am very pleased with the flooring

I am having the same issue with Lumber Liquidators a bamboo floor that has buckled within weeks after being installed.. The only difference is that they want me to pay for the inspection by there independent contractors. I still have planks that are in the original package that have buckled. Alos planks that were stored outside in storage shed have buckled. Lumber liquidators is bad news.

I'm a general contractor we built a large high end home in the salem oregon area last year. we purchased 3.25" select white oar per the owners wishes from lumber liquidators salem oregon store and use the installer they recommended on point hardwood. I paid for the material and tim (on point hardwood) picked it up and delivered it to the house and let it set to acclimate for a couple of weeks. they installed it over the next week or so. I was on site when the wood was laid out and the work seemed to have been done properly and was really nice at first. over the next few months the hardwood started to shrink about 15% give or take. this has left the floor with large gaps between the boards and at the ends.

I filed a claim with lumber liquidators some months ago which was not easy to do as the manager of the store could not seem to get it done for some time. once we got the claim filed it took a number of weeks for the manager to get the claim information to us he had to be reminded to do so.

Now the company was supposed to contact us in a number of days. we called cristina the person that is supposed to be in charge of the claim. we have called her at least 10 times between us and the installer. called customer care any number of times myself and got the same speech they will contact us in a couple of days. I talked to cameron yesterday 4-15-19 and got the same speech.

At no time has the company contacted us or made any effort to address the claim. to date claim #5370384 is open and is getting blown off. we are beginning legal action at the end of this week to get the floor replaced.

At this time you can see the outside edge of the tongue between any number of board they have shrank that much.

Save your money buy your wood from a reputable vendor.

Just had the sugar mill 3/4 inch hickory floors professionally installed, with in 6 weeks they buckled and now we are fighting with Lumber Liquidators installers. Very frustrating.

Jim Rogers
Los Angeles California

I agree someone needs to start a class action suit against Lumber Liquidators. They are theives and liars pawning off their inferior products for high dollars. I warn anyone who is thinking of installing wood floor "STAY AWAY" It is not the bargain it appears. The guarantees are absolutely worthless. Extremely poor customer service. All they want is your money. Run to Home Depot, Lowes, etc. At least they will back their product and services.

I purchased plain laminate flooring from my local Lumber Liquidator store. I paid cash and when I was given my receipt, the only thing I was told was to hang on to it, in case I needed to return it. Was never told if I did return it, there would be a 20% restocking fee and that if I paid cash, It would take 3-6 weeks to receive a check from the corporate office in Virginia. Had I known that before the purchase, I would have gladly went to Home Depot, Lowe's, or Costco and paid a little extra . At least they would have gladly refunded my money with no hidden fees and no waiting for 3-6 weeks. I will never purchase anything from them again. And to boot, I loaded the stuff.

Never ever buy Bellawood! They blame it all on humidity

THEY SUCK

I don't know what happened to the images?

My husband and I own a raised home in the New Orleans area. We have been married less than 2 years and decided to purchase some Bellawood Brazillion Mesquite 3/8x3 hardwood floor when we found out I was pregnant with our first child. We ordered the wood floor on 10/10/09. When it came in we put it unpacked in the nursery for 3 weeks prior to installing it. My husband, who is a handy man by trade worked so hard installing the floor (11/21/09). He followed all of the instructions for installing wood floor correctly, using an adequate moisture barrier, leaving a 3/8 inch gap around the perimeter for expansion, etc. (I have photos I would love to share with you) It was beautiful everyone commented on how beautiful the floor was and how good of a job my husband did. Fast forward 5 or so months I was walking thru the completed nursery with my 2 month old son in my arms to change his diaper and tripped over a huge buckle in the floor that literally appeared over night. My husband and I examined the floor from every angle. Cupping and buckling had occurred in the entire 180 sq foot room. My husband immediately checked for a leak or any other moisture issues. There was nothing. He trimmed out the major buckled area and ran a dehumidifier. After every attempt to fix it, the floor remains wavy.

I am so depressed about this. We don't have much money and tried to make a nice place for our child to play and learn to crawl. Now our child won't be able to play in the floor without possible injury. While I was on maternity leave I lost my job and we can barely afford our mortgage payment and formula much less afford to put down a new floor.

BTW we have over 1700 square feet of wood flooring in our home and have NO problems with it.

photo 1 - installing, photo 2 - installing, photo 3 - how pretty the floor was for about 5 months, photo 4 - buckle, photo 5 - buckle

I sent an email...we will see what type of reply I get.

I have to agree this company needs to have a class action brought against it. I have waited over 90 days only to once again get the old "moisture" problem blamed on me. I had vapor barrier down under crawl space and all moisture readings were within Bellawoods tolerance at time of install...Most all of the Inspectors are biased and tilt the reports in favor of LL. Take photos of inspectors if they will let you when they do the readings and note where and how they do them. But yeah, this company sucks when it comes to standing behind their products.

Purchased Nirvana Laminate flooring from Lumber Liquidators in Pittsburgh PA. Once purchased was told all sales were final - no returns. Prior to instaLlation my contractor and myself realized just how inferior this product was. The floor crumbled in my hands with little pressure- but I was stuck - I couldnt return the product! What to do? So I installed it. My daughter dropped a plastic hairbrush and the floor dented and the wood grain covering peeled off. This floor is simply pitiful. I did the right thing and contacted the Customer service office. I then sent a letter with 3 pieces of sample board for their quality team to examine. And then emailed the corporate office to assist in resolving this issue and THEY RESPONDED WITH THE FOLLOWING RESPONSE" I personally examined the samples provided and noted several impact damage marks on the sides of the boards and the samples support the original findings shared with you that the product was not in fact defective, but the care being used to install the product was in question.I see no evidence of manufacturing defects from what we see and the claim the product is defective is unsubstantiated.

Brian Pullin x7521

Office of Tom Sullivan, Chairman

Lumber Liquidators, Inc

3000 John Deere Road

Toano, VA 23168

What an easy way out! At least 2 of every 8 boards per box were damaged upon inspection And the locking tracks were so fragile they cracked and snap off in my hands. I actually resulted to taking each board out with gloves and had them wrapped in a towel - can you believe that! And this is supposed to have a 25 year warrantee! I was told the warantee is only for manufactureres defects. What a joke. I have been offered a 3rd party hired by Lumber LIquidators to inspect the floor. Wow how biased would that be? Hmm let me think VERY biased! I showed my contractor the email and he flipped his lid and will be letting everyone in the area to NOT USE LUMBER LIQUIDATORS for anything. He knows how careful and precise he was in getting this floor installed. Lumber liquidators has an A+ rating on the BBB site but actually there are over 40 cases in which the customers issue was not resolved to their satisfaction. They should be rated an F in my book- I have asked in all correspondence with them to call me and they decide to email and hide behind their PCs. MY suggestion go buy the cheapest flooring at HOme Depot and it is twice as durable and a quality product. DO NOT GET Taken by Lumber Liquidators. They do not stand behind their product or know how to handle customer inquiries. All in all RUN dont walk AWAY from using them.
ll HAD AN INDEPENDENT CONTRACTOR ( PAID BY THEM ) LOOK AT THE FLOOR AND HERE IS WHAT THEY SAID JUst got the letter from LL - THEY S U C K ! The most unprofessional group of thieves in the business. They actually stated that their inferior product is due to installation! What BS! D O NOT PURCHASE ANYTHING FROM LUMBER LIQUIDATORS- THEY DO NOT STAND BEHIND THEIR PRODUCT AND THEY WILL BLAME YOU OR YOUR CONTRACTOR FOR THEIR CARDBOARD FLOORING DEFECTS. wARRANTY? WHAT WARRANTY! I HOPE THYE GO UNDER- MANY H O N E S T BUSINESSES EXIST THAT WOULD DO A QUALITY JOB WITH A QUALITY PRODUCT- L L IS N O T ONE OF THEM!

I agree there products they sell are junk ! Don't do business with them ! They know nothing about flooring, will send you in' circles of calls when you find a problem with your flooring, 30 warranty isn't real, first it's the install fault, wait three months for them to send out install company that doesn't even work for them anymore, cupping flooring . Floor hasn't been in home a year yet! Install personal told myself and husband they have heard so many complaints about there products and said it will happen again . Funny week later get email from them and it was found to be a site issue with in the home?
Funny because they say its not a warranty issue ? What a joke, i have read so many complaints about this company in the last 5 months and trust me, i'm one person but i know many people and in the business world word of mouth spreads like wild fire .
Product said it needed moister barrier for the 30 year warranty, install company said it wasn't needed, it would be find .
there third party LL said we should told them that when we ordered the flooring, wait i didn't think i needed to be a flooring expert before i purchased there product because i understood it when we picked out the floor they where taken care of the rest, send someone out take measurements . Call us in to place order for the flooring, why didn't the staff have experience with selling flooring. Second install company, once they were done cleaned the entire floor with mineral sprites .
We filed the paperwork, took pictures and was told someone would get back with us in 24 hours about our complaint . It took two weeks, then we received email saying we need to fill out paperwork for our complaint and have it in there office in 24 hours ?What we already did that, i had to send everything again . Another two weeks go by, then phone call finally asking lots questions about the floor, said we will take care of you and get the install back out and what the install company will not pay for we will take care of the rest, lie! I think they said the phone calls are recorded on there in? Anyway, we recorded all phone calls and all paper trail which now is a book over this floor . What they have offered is a joke and insult to us as the customer . Shame on them to be in business and take peoples money and say they are selling quality product .

Heres a good one I have been trying to pay for the lumber I got which was in good condition howevfer since their bank is GE Money and apparently all calls go to India they screwed up my payoff now they want more money and late fees who the heck is at Lumber liquidators that a person can speak english to and have them understand and have the ability to write down a check number for pay off without screing it up.

JoeEsmond [protected] please someone call I want to pay for the wood I have already tried twice

LL's are scam artists! They have a loophole for everything. Their flooring was sold to us as the most durable they had...well after 6 months they are splitting everywhere. DO NOT BUY THEIR PRODUCTS!

Has there ever been a situation where LL has accepted responsibility for a defective product?

i PAID PERFECT ATTENTION TO INSTALLATION - AND WAS INSTALLED BY AN EXPERIENCED SKILLED FLOORING MAN AND IT IS STILL J U N K

Their response makes perfect sense - If you don't read the instructions how can they be responsible for your problem. If I spent that much on flooring and I'm considering it, I would pay more attention to my investment. Sounds like a lot of finger pointing in the wrong direction. I don't think thats even covered on the warranty?

Sounds like you need to look at the papers you sign and follow direction especially when spending that kind of coin.

In response to the Johnson claim Customer Care submits the following:

We're sorry to hear you had a problem and we took appropriate steps via the independent inspection process to help determine the root cause of the problem in support of your warranty which states we have the right to inspect a floor because other issues other than manufacturing can cause failures such as improper installation or failure to properly care for the flooring - both of which are out of our control and no manufacturer should be expected to cover the expense associated with these types of issues. This process is used in the carpet and tile industry and the inspectors are not employed by our company to sway decisions in our favor - this is unethical and illegal.

If the inspection report showed a manufacturing problem existed - we would gladly satisfy the claim. No consumer wants to hear they failed to properly install the flooring and this issue should be raised to the attention of the installer as we suggested. There's no indication a negative posting was made about the installer yet we are left to defend our products and actions when the wood itself was not the issue. Wood does not curl up out of the box and in the case of Australian Cypress it can crack as noted on the invoice as a characteristic of this type of wood. The invoice states the consumer should conduct a final inspection prior to installation for any defects so we can correct them. Waste is a natural part of any mother nature driven product as it’s most often not without some imperfections. Even manmade products come with a waste factor. When was the last time you had carpet installed? Did they use every stitch of material or did it require cutting and removal of waste stemming from the installation process? Produce is another good example of natural waste.

LL accepts defective material back in exchange for good product once a defect has been verified. Every customer receives detailed instructions on the invoice including instructions for returns. We do not deceive customers and clearly post this information numerous places within the stores, our website, the warranty, and you’re signed and agreed to invoice. Your initials are noted next to the return and exchange policies stressing the importance of these terms at the time of purchase. The cupping issue is not a product defect and the homeowner / installer are responsible for determining and achieving proper moisture and installation conditions prior to installing the product. Having paid a professional installer we can only suggest you pursue this person for the $12K loss incurred as the one responsible for your negative flooring experience. The beauty and longevity of the floor can only be realized through proper preparation, acclimation, installation, and ongoing floor care after it's installed. You received an excellent and popular product at a great price. It's a shame you had this problem and I can only hope more people read these types of stories and take proper steps as education after the fact can be expensive and 100% avoided.

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! I anyone would like to ask me any questions please email me at tgpil@hotmail.com

i see that TheLoveFistII has no life and just combs thru all complaints and anti-comments.

I also interested on how your case turns out. I also have gap issues with LL laminate products. See my complaint titled "Worst Customer Service/Warranty Worthless".

I was wondering how this turned out for you? And also what was the brand used? Thank you

Do not buy Bella Wood from Lumber Liquidators! Our Lumber Liquidator's store gave us a 100 year warranty on the finish. How could we go wrong? Our warranty was even transferable to a new owner. After the install everything was great for the first 18 months. Then the first problem surfaced which was a horrendous nasty looking sliver ready to sink into someone's bare or socked foot. We had three little grandchildren running around and were very concerned that sliver could work its way into one of their tiny feet. We purchased over 1100 SF of Red Oak from their store in Boise, Idaho. We followed written instructions prior to placing the flooring with respect to acclimating the flooring, installing new T&G 3/4" OSB sheets, testing the moisture, and culling the boards as necessary. We settled a claim with Lumber Liquidators for this first problem. Now we have much more serious issues. Our product is now 3 years old. We have gaps showing up all over our floor. This allows all sorts of nastiness to get down into those cracks. I have a serious compromised immune system and now my floor will probably be making me sick. We are so disappointed! We will have to tear out and replace narrowed and shortened boards, sand our 100 year warranty boards, and refinish our entire floor. What a terrible experience! Do not purchase anything from Lumber Liquidators. Their product cause too much heartache. michael.emptyk51@gmail.com

We purchased flooring from Lumber Liquidators store in Mansfield, Ohio. The flooring was put down in Feb., by June it had already started to have edges swelling. We contacted the company and they wanted pictures for proof. We sent them pictures and all we got was a letter telling us it was our fault. We must have gotten it wet. If we wanted to pursue this we needed to get an inspector at our expense to prove it wasn't our fault. Of course they suggested an inspector to use which I'm sure would have been for them. It was a pretty floor but it is very very poor quality.

Tried to upload pics files are 4 mb and will not upload

Refusal to accept return after 30 days, even though their salesmen recommended more that I buy double the amount of adhesive actually needed!

i spilled some hydragen poroxide on th floor about a 2ft square area, , i cleaned it up immediatly and washed with water, , , it immediately buckled on the seams and pushed up the seam areas, , will not go back down it was not left standing with 3 min the spill was made and cleaned up, , it needs repaired or replaced had it installed about 1 yr ago''has a 15 yr warrenty on it [protected]

I am an installer of hardwoods for over 23yrs. In my time I have had 4 floors put in magazines. I am a professional through and through. My customer paid for 5"x 3/4" Bella wood, Brazilian Teak. During my nail down process I was having a difficult time getting the floor tight. I began to more thoroughly check the product. What I noticed made me sick. The width and the thickness were inconsistent from one board to the next. On a 1400sq.ft. job with 10% waste I knew I'd be short because of the horrible product and even after I get the homeowner to buy 10% more I knew I couldn't get this floor perfect. Please. As a homeowner purchasing hardwoods do ur research. U do background checks on ur installers, make sure the company is on the up an up. Why would u do any less on ur product purchase. DO NOT BUY ANY HARDWOODS FROM LUMBER LIQUIDATORS

Like many stories online about lumber liquidators and Bellawood (same company) I bought 1/2 inch engineered hickory flooring pre finished . The Floor was put inside to acclimate for a few months and was installed. The floor looked great for a few months after installed, then i noticed random planks were splitting and cracking down the center, some planks are warping, some pieces remain in a perfect state. I open up the unused portion on the wood and find some of the same defects on the uninstalled planks. Lumber Liquidators wont help or come look at the problem, when i purchased the floor Lumber Liquidators claimed there was a 100 year warranty. This floor is less than a year old and having problems and Lumber Liquidators has not offered a solution to their defective product and corporate is avoiding me and not returning my calls. Lumber Liquidators is shady and substandard . DO NOT BUY

I have the brazilian koa. Left it in the room to install it for 2 weeks. Made sure humidity levels were correct. Still had huge separation problems. The whole room has boards that are separated. And what upsets me more is I bought a much less expensive wood floor for other rooms and have had no problems with it whatsoever. Please include me if there is a class action, or if anyone else has any information that would be great. Thanks, Fobesy at gmail .com Email is done this way so i don't get bombarded with spam. Thanks.

I've been trying to get relief from Lumber Liquidators for 3 years. They gave me instructions as to how to file a claim, which we did, and I never heard from them again. The problem: noisy floors. Cracking sound wherever we walk. And it gets worse with time. The floors were installed per instructions with the laminate we purchased, but apparently something was left out of the instructions. My husband and I are old, with no resources to take the flooring up and have new installed. We did this to apply the LL flooring in a new configuration, but were sorely sorry we did it after the new laminate was so noisy. Bad move!

Purchased prefinished hardwood flooring from lumbar liquidators raleigh. Nc, the flooring was of tavern quality, multiple ruined pieces, half of the order was scrap, this is not the quality i ordered or purchased, i was told it was a closeout item, so to bad so sad from the raleigh store. Never, buy from this store

MOTHER FOCKING THIEVES! YOU SOLD ME A FLAWED FLOOR, TOLD ME TO FILE A COMPLAINT, KEPT 5 BOXES FROM MY ORDER, SOLD THEM TO SOMEONE ELSE, AND CHARGED ME FOR THEM. PIECE OF CRAP! I WILL NEVER ORDER FROM YOU AGAIN!

Maple is a very unique species.

I installed 2500 sqft. of Brazilian Koa from Lumber Liquidators in Toledo Ohio and not only is everything I read here wrong, But the instructions on the box told me everything I need to know. I would hate to know what your expectations are in comparison to a natural product that grows in the forest. I agree with Jay, Expectations need to be with in region. and the Persons Maple will vary and will yellow over time it is just the wood, nothing to do with the company. wood ages...

We bought high quality oak flooring for a new room. Within a year, several defects developed, including a bit of splintering. I emailed photos to Lumber Liquidators. I was told that we had mold -- not true -- and that we would have no warranty coverage. Our builder told them we have treated the floor well, and definitely have no mold. Still no warranty work. I've filed a complaint with BBB but would never buy from Lumber Liquidators again -

Bellawood is crap, i agree. I am an installer and i walked away from the last 400 feet of a 1200 foot job because the wood was so dry i was afraid i was gonna get caught in a lawsuit when the floor inevitably fails. However, it does say on warnings contianed in the cases of wood from multipule manufacturers that "it is the responsibility of the installer/consumer to inspect this product for defects prior to installation." Also, if you order the same dimension and species of floor from the same company several months apart, there is a chance it will not match because there is a chance its not from the same forest. Or if you order a stained wood, it may not match because it was stainded with a different batch.

Their products are most likely inconsistenty poor. Perhaps they are decent products most of the time, but can be terrible products pretty often too. Remember, they are "liquidators" that means that they are getting this stuff from manufacturers that don't want it anymore; now why would a manufacturer not want their own product and ship it off to a liquidator? Just like the tools sold at the local fire house every year, or the huge discount electronics expos that are alway around, there is a reason this stuff is so much cheaper...

I recently purchased engineered Cocoa Oak from Lumber Liquidators, and wow... I should have checked their reputation first. 1st, the planks have a very, very large variation in texture and color, many of the planks are damaged and unusable.

I haven't tried to return this product yet, but tomorrow I intend to try.

Conclusion, I will never buy any product from Lumber Liquidators again.

I am a hardwood contractor in Minnesota. I will never install any product form lumber liquidators. The common problem I have seen is the re-milling of hardwood. This causes the planks to be just shy of 3/4". So when you go to nail your flooring, your gun leaves chips and cracks in the finish from the driver. There are ways to adjust your nailers, but if EVERY PLANK is a different thickness, installation becomes very time consuming, if not impossible. I also agree that Jay at the top here is an idiot.

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

Jay, you're an idiot! You are shown a sample, you buy it because you liked what you saw, you should'nt have to sit there and watch your floor being installed. It is the manufacturers/retailers responsibility to make sure the floor is the proper grade and color sold and matches the sample. Just because they give your name out to install their junk you think you have to defend them. Its not 1 or 2 unhappy customers, that is understandable, but we are talking hundreds even into the thousands of people with the same problem. Wise up!

Here's a recap of my experience with them and all the horror stories I'm reading online cannot all be the fault of the purchaser as the person who responded saying he's dealt with them for years claims.
www.bobvila.com and www.thesqueakywheel.com are also good complaint sites for this stuff.

My experience was different, but bad. We bought 1000 sq. ft. of hardwood flooring on a big sale the weekend of Easter 2008. We chose store delivery.

10 days after purchasing the flooring and having the $2, 000 + taken from our debit account, no one had contacted us regarding picking up our flooring.

I called the store here only to find out that there wasn't enough flooring to fill my order! I realize it is 1st come 1st served, but 10 days and no one emails or calls to say "hey, we ran out, here's your $2000 and some dollars back?"

So I clicked the link to write to the President, but what I got was an email from some flunky saying "it's 1st come 1st served" not even addressing that now 14 days has passed and Lumber Liquidators had our money all this time and didn't even bother to notify us!

My thing is where is their inventory tracking software that automatically stops sales when the inventory of that product is low? Where is the checking to make sure that no one's money was taken without them getting product?

Seems like amateur night to me and I think Bob Vila, Rush Limbaugh, Ty Pennington and the others that flog this product must get it for free or they'd complain too.

Lumber Liquidators solution? To give us back our money 16 days after taking it, leaving us with no product. Not even a discount on a different product due to the hassles we went through and the fact that they had our money that long. Lousy customer service if you ask me.

I have delt with this company many times and have installed many floors, it is the home owners fault if they leave and do not want to watch the job to its conclusion. It is a natural product and has many variations, also they do vary from patch to batch due to the milling of the product. Why is it that people need to be compensated due to their inability to supervise? why is it always a companies fault when you choose something, instal it, and then decide you do not like it. That is why prices are so high because you expect the companies to take a loss because you did not inspect what you have purchased. I think it is no one elses fault but your own.

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

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.

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!

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!

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...

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.

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?

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.

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.

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.

sales order [protected], gave me three diff dates when to deliver to my house, no end caps yet, company just give me the run around when i call

Hey tjacks,

Lumber Liquidators has absolutely no control over the financing. That would be all up to GE Money or Wells Fargo. All LL can do is run what you fill out.

I went to LL in Jackson, MS and was denied credit (12months same as cash). I called the company since I never had this problem in my life. I was told I had a BANKRUPTCY on my credit. I said, don't I have to file for that? All my accounts are in good standings and my credit score has never been below the 700's. I was just approved last month for a vechile loan. I pulled all my credit reports to find that they were lying. I called to demand a copy of this bankruptcy only to find some Indian woman that couldn't speak English trying to tell me that they could give it to me. I have never been so embarassed in all my life. I noticed the woman next to me being told the same thing. "You are being denied until they call you to ask you more questions." Don't bother waiting on that call. I am contacting a lawyer over this. Denying credit under false pretenses is illegal. Will never do business with them again. This was a ploy to get people to the store with no intention of giving anyone the (12months same as cash) since it was the last day of the sale.

Lumber Liquidators sells quality products that must be stored, acclimated, prepped for installation properly including: moisture testing, properly prepared subfloor, installed according to the manufacturers recommendations, regulation of interior temperature / relative humidity, and ongoing floor care. You have to view the whole story to truly know what transpired, so a lot of these issues posted lack the detail to understand the root cause of the problem is product or manufacturing related. Most consumers make educated purchases by researching products before hand, review our invoice, warranty, and installation instructions as part of their educated purchased. These same consumers fully understand what must transpire after the sale to insure the product is installed properly. If the homeowner allows the installer to select boards on their behalf, how are we responsible for issues related to the final inspection / selection of installed boards? Wood is a natural product with slight imperfection. Final quality selection is a consumer choice. Culling out wood is known as “waste factor” and the industry standard varies between 5%-10% based on species. Installation is deemed “acceptance” so if there’s a problem found we investigate the problem and provide sound solutions. Wood is a natural product and subject to imperfections, but our quality control starts at the time raw material is received, and continues through the production process. For man-made products like laminates, most products never have any issues and if they do, we replace or credit a customer based on verified issues like any responsible company would. Our suppliers are held accountable for quality and we operate with quality expectations in place to satisfy the end-users, our valued customer! Unfortunately finding the right installer can be the determining factor on whether ultimate customer satisfaction is achieved and we have no control over the installation process, so this becomes the responsibility of the consumer. Leaving this in the hands of your installer does not mean he/she will take the right steps and we can only help educate our customers on what’s needed and provide documentation, support via our website, and staff Customer Care and Professional installers through our call center to assist as needed. We support Do-It-Yourself projects with the same support supplied to professional installers. Keep in mind that most flooring issues come from consumers who do not read the information provided, or leave their homes while the installation is underway placing acceptance in the hands of the installer. No flooring company has control over job site conditions and the ongoing maintenance of the interior of a home, so when consumers fail to follow instructions posting comments about their experience; they exclude common failures out of our control as part of their unhappy experience. It’s also important to note that you do not see postings about failed installations, only how buckling, cupping, chips, cracks, and other defects that are proven to be site / installation related are referred to as LL product issues. Other industries use independent inspection companies to determine root causes of product issues and consumers have access to the same companies we use for their own inspections. If conclusions reached by inspection companies were altered, any company participating in deceiving the public would face severe penalties – they remain independent and become an important part of the decision making process when holding our vendors accountable. Thousands of people make educated decisions everyday purchasing flooring products with no problems and we remain committed helping customers including taking responsibility when we are proven to be at fault, but we do not pay for installation related problems, nor do we fix errors resulting from consumers failing to properly care for products after the sale. We continue to educating consumers interested in our products, but we have no control over how this information is used hope people follow direction and take interest in their project throughout the installation process, and the ongoing floor care needed to maintain their investment.

I have Hardwood Flooring from Lumber Liquidators- Red Oak Flooring- the first party I had left dents all over the flooring. I contacted Lumber Liquidators and they will do nothing for me. The same people that came to the party entered upstairs and walked on Red Oak flooring I had bought from a local Hardwood Flooring store and there were no dents but as soon as they stepped off the stairs (red oak stairs from the other store) the dents started?

BBB working with me for almost 5 months now. Still not resolved! What is up with this company and why does my favorite TV channel, HGTV endorse it?

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

I have never had such horrible experiences with a product or customer service perssonel as I have had with Lumber Liquidators in the St.Louis Mo. (Overland) store or the homeoffice in Virginia. I have been given everyexcuse possible why they can't be responsible. They delayed things for 2 1/2 months living in our messed up home telling us (just a few more days, and we will give you our decision)then we were told we would need to hire a floor inspector from one of two companies they reccommend, we hired an inspector but he was surely paid off by LumLiq. because his report defended LumLiq.even though we paid him. He gave every excuse to blame the installer and everybody else but LumLiq who are really to blame.I am going to contact the Attorney General in Mo. Lumber Liq.should not be allowed tumero operate in any state in the USA. They are guilty of false advertisements and do not stand behind their product. I will never purchase anything ever from Lumberi Liq.. again. I am going to tell every one I can

I purchased hardwood flooring from Lumber Liquidator via an on-line order. When I needed to return a good portion of the material because it did not match the store sample or my existing floor they proceed to applied the sales terms as if I bought the material directly from their store located:
6148 South Loop 610 E
Houston, TX 77087
Phone: [protected]
Email: store046@lumberliquidators.com

The store manager was extremely rude and would not allow a conversation to take place to reason the situation. He indicated that returning the money would affect his "store bottom line".

I reaserched BBB and found out Lumber Liquidator has plenty of cases. As you can imagine the number of complains is much larger as no everyone will take the time to bother.

I hope they do not blame the economy when their business goes down. They should blame their lack of ethics and sincerity.

It's amazing how many complaints are posted against this company on the internet, yet people are still buying their floors. What they sell is brand name "rejects" or "seconds", flooring no other reputable company will sell.

I emailed them several times to get a copy of this 50 year warrany, the one answer I got was that it will be on my invoice and on the boxes!

I stepped into their store in Delaware once, the impression I got was never to go there again!

I'm just glad I didn't buy my floor there. I bought a brand called Lauzon, it's about a dollar more than Bellawood but I can't be happier.

Lumber Liquidators is the worst company we have ever dealt with. We built a brand new $500,000.00 home and had Bellawood Natural Red Oak installed. One year later we noticed that the shiny finish on many boards was cracking. I called them for over one year and finally got a message on my voice mail saying they would pay to have the complete floor sanded and refinished. When I sent in the required two estimates, they said they would only give us $600.00 and if we took that we could never file another claim against them. What a joke! I still have the saved voice mail, we are contemplating hiring an attorney, although Lumber Liquidators told us that the installer did not measure the moisture content of Each Board when he installed it so that lets them out of the 50 year warranty! I will never recommend this company to any one, I tell everyone I know what an unscrupulous company they are.