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2.1 89 Reviews

Lumber Liquidators Complaints Summary

25 Resolved
64 Unresolved
Our verdict: When using services from Lumber Liquidators with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Lumber Liquidators reviews & complaints 89

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8:53 pm EDT
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Lumber Liquidators worst customer service/warranty worthless

STAY AWAY from Lumber Liquidator at all cost. Product is low grade and Warranty is a Joke. Bought few hundred sq feet Summer Teak. Almost immediately, gaps starts to form. A professional with 20+ years of experience told me that the flooring has end joints that does not snap very well thus causing the gap. Contacted Lumber Liquidator to file a claim on Warranty. The whole process took about 2 very long months and that's after numerous phone calls and emails. The claim representative never answers emails or phone calls or return voice mails. I had to call customer service then ask for the claim representative just to get through. The representative try to blame on installation at first just by looking at pictures. I pretty much told the representative that that was total BS and there was no way to tell by looking at grainy photos. An inspection was finally ordered. The inspection report was a joke as well. The inspector blame it on the installation and took a few photos selectively to support his claim. I bet he gets kickbacks and I wonder how many inspections actually ruled in favor of the consumer. ANYWAYS...DO NOT MAKE THE MISTAKE OF BUYING FROM LUMBER LIQUIDATOR LIKE i DID AND MANY PEOPLE IN THIS COMPLAINT BOARD.

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Update by DoNotBuyFromLumberLiquidator
Apr 28, 2011 5:33 pm EDT

LOL...oh yes...do use profanity...that will make you look intelligent and will help in your defense.

Update by DoNotBuyFromLumberLiquidator
Apr 28, 2011 5:24 pm EDT

I already did...if you had taken the time to read the complaints...then perhaps you would not have to keeping repeating your terms and conditions card.

Update by DoNotBuyFromLumberLiquidator
Apr 28, 2011 5:19 pm EDT

"If I feel I am "screwed" I will simply refer to the documented terms and conditions or contract that I agreed to/signed in order to make my case. I won't make up conditions on my own..."

Oh I see...you do not make up conditions but you believe other ares. You should be given model citizen of the year award in that case. You would be a perfect fit for a job at LL.

Update by DoNotBuyFromLumberLiquidator
Apr 28, 2011 5:03 pm EDT

Well here's another one. Your wasting others people's time because you got time to spare. Here's a good suggestion, try getting a job and actually use your own money to buy things. When you get screwed, you won't be crying about it since you are so sure that you read all the fine prints and is probably your own fault.

Anyways, I will let the other readers decide if LL is a company worth shopping at. After all this is what this website is for.

Update by DoNotBuyFromLumberLiquidator
Apr 28, 2011 3:24 pm EDT

You got nothing and you know it. Just because your wasting your own pathetic life doesn't mean you have to waste others. End of story.

Update by DoNotBuyFromLumberLiquidator
Apr 27, 2011 6:10 pm EDT

"Why is that? Because I can refute your ridiculous complaint by stating the simple facts? "

What simple facts are you stating? Is really my words against LL. Installation was done correct and said so by a 20+ years professional. So How do you which are facts?

"Sorry, but what do you mean by an "adult conversation"? Is that what you call attempting to hold a company accountable to your made up and undocumented conditions known only to you?"

So which undocumented conditions are you referring to? All the conditions are documented in pictures and shown to LL and it is stated in the original complaint which you did not probably read. Sounds like your making up stuff.

Here is my conclusion, you got no life, and you are bias against complaints probably due to some trauma you suffered as a child. Did your mom dropped you as a child and she complained it was your fault that she dropped you? Anways, you suggest you get help.

Update by DoNotBuyFromLumberLiquidator
Apr 27, 2011 5:40 pm EDT

So obviously you do WORK for LL. So why don't you be a man about it and admit it instead of being a [censored] coward and hide behind your alias. You probably wrote the original company response as well. Why don't you do everyone a favor and stay out of a Adult Conversion.

Update by DoNotBuyFromLumberLiquidator
Apr 27, 2011 5:29 pm EDT

TheLoveFistII...you obviously works for LL or you can not read to save your own life. but hypothetically say you can read and can read beyond 2nd grade and read the whole complaint, which term of the warranty was violated? Also there's no need for name calling for we are all civilized individuals here.

Update by DoNotBuyFromLumberLiquidator
Apr 27, 2011 5:04 pm EDT

Dear LL,

First of all I wrote to complain to warn other people and for the fact that your took the time to write a lengthy response that was defensive and try to deflect all blame justified my concern that your company does not care about your customer. I have read hundreds of complaints about your shady company and there are so much similarities in that is quite amazing that your company is still operational in my own opinion.

Secondly, your company charges 20% RESTOCKING fee for all returning purchases which you failed to mention in your response and also which your company salesperson failed to mention as well during purchase. Why does your company have a stocking fee if the flooring is still shrink wrapped and all you do is put it back in the pellet? If you have read my whole complaint which I don't know if you did or not, I only found your product to be defective only after installation. So can I still returned my product? Of course not. Again, if you have read my whole complaint, your company claim representative tried to pin the gaps on anything except the flooring itself just by looking at the pictures. That tells me how your company handles claim and how it take your so call responsibility in your response. If I have not question it further, then that would be end of the claim.

Thirdly, you did not comment to the very poor customer service which I take it you admit to it and is a known problem and try to ignore in hopes on one will notice it. Here's a suggestion, why not write a suggestion to your upper management to improve customer care instead of having company employees spending time combing thru complaint boards and write lengthy defensive responses and try to deflect all blame and try insult your customer intelligence.

Finally, your right about one thing...after reading all the complaints and experience it first hand, I will use my common sense and NEVER to STEP FOOT in a Lumber Liquidator again and I will also use my common sense to warn other people as well as I have provided enough information for other people to make a informed decision.

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Lumber Liquidators Customer Care
Toano, US
Apr 27, 2011 4:07 pm EDT

LL Response:

We regret to hear the floor suffered from an installation related concern and we took steps to honor your warranty with the inspection process. As a publicly held and traded company, the idea that we would engage in illegal activity such as falsifying, or swaying a report in our favor is unethical and illegal. Other industries use independent inspection processes to understand failures in order to hold a manufacturer accountable, we're no different. Had the results shown the flooring was in fact the root cause, we would have held the manufacturer accountable on your behalf. You did not provide enough information to understand what you actually purchased, but the quality of products can vary based on your price point, selection, grade, and species, so if you didn't like what you bought, you could have returned it and received another product. Read the on line complaints, but then use common sense to understand that when people take the time to write these statements, they often do so taking no responsibility for issues outside the sellers control, as in this case with the installation of the floor. The inspection process is not cheap, nor do we control the turnaround time for reports, but we took responsibility and investigated the consumers concern, but we see no mention of the installer who walked away with his check and an upset customer from a less than proper installation.

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2:13 am EDT
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Lumber Liquidators bad flooring

Recently I purchased a floor from Lumber Liquidators. When I was looking at the floors trying to determine which one to purchase for my newly renovated kitchen, a salesman approached my husband and I. We explained to him that we were looking to purchase a laminate floor for our kitchen. We were looking for a cherry wood but wanted the most durable floor for a kitchen, The salesman showed us a beautiful floor, it was resonably priced. We asked him if it was durable enough for the traffic in the kitchen, and he told us that it was fine for a kitchen. Taking their word for it, we purchased the floor. My parents purchased a floor from them a few months prior and had a great experience with them, so I trusted them.

My husband had installed five laminate floors prior to this one. As soon as the installation started the trouble BEGAN! The lock and groove on the floor was terrible and by far was that hardest floor my husband installed. Once the floor was down we started noticing dents, scratches, and scuffs. The floor wasn't down one day and it looked as if it was down for years. Being that LL made us believe that we had a warranty I called customer Service. They are the absolute worse Customer Service team ever! I called and explained my problem. I explained that I was not happy about being mislead to believe that the floor was adequate enough to be installed in a kitchen. I was told that the warranty only covers sun damage! Are you kidding, SUN DAMAGE? What floor gets ruined from the sun. They also told me that they would send me something that I could apply to floor to hide the scartches. Its been two months and I recieved NOTHING!

I will be writing a letter to the manager and if I get no where with him I am getting an attorney. We work hard for our money and I don't appreciate being mislead to purchase a crappy floor for my kitchen.

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Ww W
Waverly, US
Feb 16, 2022 9:04 pm EST

I bought hardwood hand scraped from them and it started pealing within one day arguing with them for year finally gave up today I had there flooring taken out and much of the wood was punky total junk they don’t stand behind

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Melinda M Valasek
, US
Feb 22, 2016 4:19 pm EST

The same thing happen to us! Our floors look 15 years old! We were told they would not scratch and the babies highchair can't even be used on these floors! I wish we had gone else where. There are other problems but it would take all night to list them. This company is lieing to customers just to make a sale!

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gary and barbara
Mission, US
Dec 18, 2013 3:58 pm EST

I just wish we had read these comments before we purchased laminate flooring from LL. We agree the locking system is terrible. My husband has done several floors before, but purchased NONE from LL until this unfortunate experience. The first he ever installed came from Sam's. Had no problems. Second he installed came from a bargain place, had no problems installing it. We had a floor man recommend LL and their locking systems on their flooring. Well I would say he had never used this one we purchased. It was St. James Burnet Road Russet 12MM, so we thought it would be good flooring. When we got it home and looked at it, it just didn't look like what they had on their sample wall. We went back and they assured us it was and said open several boxes and mix boards, so we did this, not feeling good about it at all. We only had a little over 200 sq feet to install. Well there are about two or 3 at the most different boards and it seems like each box is identical throughout. WE will NEVER purchase anything from LL again. And will advertise for them negatively. I think they are a complete RIPOFF. Poorest locking system that could ever be. And the stuff is made in CHINA. How could we expect much quality when they are purchasing flooring from there. We didn't realize where it was made until we got the load home. That I guess was dumb on our part. I'm sure the warranty is worthless, too.

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10:13 pm EST

Lumber Liquidators awful customer service

After spending close to $10k on our floors, they quickly detoriated to 'cupping' and actually splitting in half! After numerous attempts to lumber Liquidators customer service, I was totally brushed off and they even accused me that I caused the problem! Not the case, I used an installer that the local Austin shop recommended. Their final communication to me was so tasteless. We need to ensure that this company no longer does business. This company must own up to their responsibilities and represent themselves with some dignity. Is there a class action law suit we all can participate?

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John Faris
Georgetown, US
Jun 10, 2015 12:27 pm EDT

Our experience with the Austin Office of Lumber Liquidators was a very bad one. We purchased carbonized bamboo wood flooring from the Austin Lumber Liquidators office which was marketed as being extremely durable and long lasting. We also had their staff perform the installation of the materials to ensure that there would be very limited opportunity of any problems with the product or the installation. During the warranty period, the flooring buckled some and would sink slightly when we walked on certain sections of the flooring. The flooring also scratched easily and was not durable as marketed and stated. The Austin LL rep came to our home during the warranty period and stated that this was normal "flex". Then the buckling continued and worsened, and we filed a written complaint with LL per coordination with their Corporate Office, and also asked that a LL rep examine the flooring at our home. The LL written response stated that our warranty had expired. We then went to the Austin LL office and asked if an Austin LL rep could examine the floors, and the Manager would not even show the courtesy to discussing the subject with us. He had the floor salesman tell us nothing could be done. We would never, ever recommend this company for usage, or for customer service. A very bad and costly experience. We would never use their products or service again or recommend them.

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Carpenter1955
Famringotn, US
Mar 18, 2014 10:45 am EDT
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I would recommend that you post reviews on the website (I did, it was pulled and I can no longer post) that are truthful about your dealing with LL. I also recommend that you post pictures of the defective flooring to their facebook page, if you are on facebook. I also advise you to have all your facebook friends do the same (give them access to a photo or two).

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1:26 pm EST
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Lumber Liquidators no product

I ordered flooring in november of 2010 and we are now 3 months into the order and still no product! I have contacted lumber liquidators three times and am told each time that "order times may vary" and to basically just deal with it. Do I have to wait 6 months to a year to recieve an order from these people?

I placed an inquiry last week asking for a full refund or a substantial discount for not receiving the product in a timely manner. I still have received no response.

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annie29
, US
Jan 28, 2012 1:08 pm EST

that review would have actually been helpful if you were specific as to white product you purchased!

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Lumber Liquidators Customer Care
Toano, US
Feb 10, 2011 2:11 pm EST

Product availability can often depend on what species you ordered, size, demand, or logistics, but we disclose this information upfront in case the availability may cause project delays so you can make another buying decision, but if you want a refund we're not going to hold your money and a simple call to Customer Care as instructed on the invoice can easily resolve this matter. Most often we have what you need in stock at the store, or the central warehouse. Sorry to hear this became an issue - We're in the wood business and want to sell you flooring, but your timeline may be out of line with the delivery of the product purchased and we'll work with you to make it right!

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6:22 pm EST

Lumber Liquidators horrible customer service

We purchased approximately $2000 worth of their top of the lime 12mm dream home laminate flooring a couple of months ago for finishing our lower level. We had a highly rated and well respected contractor attempt to install this flooring. The contractor read the installation guide carefully and began the process. After two days of struggling with the flooring the contractor finally gave in and shared the problems with us.

Not only were the pieces not lining up properly they were't locking together in many instances despite numerous techniques and strategies. What's even worse is that of the first 12 boxes he opened, approximately 30 percent of the flooring pieces had blemishes, chips, inconsistent sizing, or other problems.

We contacted our local store and were very quick to blame our contractor for not installing it correctly. We explained what was happening - very carefully and kindly - they basically offered no guidance, sympathy, or assistance whatsoever.

We asked if someone could come and look at the flooring that we had attempted to install and they refused, stating it was not allowed.

So we, along with our contractor's help took blue painters tape, wrote on the tape specifically what was wrong with each piece and packed up over 2 boxes of problem pieces to show the. At the store once again they were quick to blame us before looking at the samples. We tried to be as nice as we could about it to get cooperation.

After practically begging for help and explaining that it was costing us over $600 each day for our contractor's lost time they said they could send in the sample pieces to their headquarters, and that the headquarters would be in contact in a couple of days.

After allowing a few days pass my husband called them. No response. After multiple calls he finally reached someone who said they would send out an independent assessor to our home. The assessor came out and validated our problems. He said he would file the report within 2 days and the headquarters would contact us.

It's now been a week. My husband has called and left 3 messages with our claims adjuster and, just like the other 12 times he tried to reach her, she never answers or calls back. My husband has spoken with a manager, several others at the customer service center and has sought help from our lock (columbus, oh) location. No help. No ownership. And we have no hope of getting this resolved at this point.

We have thousands of dollars of this flooring sitting in boxes in our house - likely that a lot of it is faulty - and no answers, no assistance, and no idea what we can do about it. We have lost time and money as we wait. Yet lumber liquidators does seem to care in the least.

I work in the customer service business and have heard about and experienced poor service in the past. But this has been the worst. We are extremely frustrated and need this to be resolved.

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LUMBERLIQUIDATORSSUCKS
San Diego, US
Jan 10, 2013 6:26 pm EST
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Simply stated...DO NOT PURCHASE ANYTHING FROM LUMBER LIQUIDATORS ! THEIR CUSTOMER SERVICE SUCKS ! I SPENT OVER $ 10, 000 ON HARDWOOD FLOORING, HAD PROBLEMS, AND THEY DID NOTHING TO HELP !

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9:40 pm EST

Lumber Liquidators sell defect products

We bought 1600sf Bellawood floor from Lumber Liquidators and installed it in our house. Right after the installation, my family started suffering irritated eyes, skin rash, and burning throat, respiratory stress. Indoor air testing showed the formaldehyde level was above 0.2ppm, which is 25 time higher than the normal level(0.008ppm). We have to move to other place to avoid exposure. The Lumber Liquidators and their insurance company Liberty Mutual kicked the ball back and forth, and made us a homeless for 8 months. I would like to tell other customers of Lumber Liquidators, if you are suffering some respirotary symptoms, check the Formaldehyde level in your house. If you are going to buy products from Lumber Liquidator, please think about my experience.

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knot
Pennington Gap,, US
Sep 30, 2012 9:30 am EDT

Installed laminate flooring from Lumber Liquidators. The flooring would not lock together. You think that it would be locked and you go on to the next row and look back and there would be a visible gap in the connection. You correct it and proceed, but the gap would re-appear. When a complaint was made Lumber Liquidators said it was not installed properly. Really laminate flooring is pretty simple. Click it together and if the product is good it will stay. If the product is not good, as was this case, it will not stay. I agree, Lumber Liquidators should be out of business.

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constant coughing
, US
Jul 17, 2012 8:35 am EDT

sorry I misspelled "pieces"

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constant coughing
, US
Jul 17, 2012 8:21 am EDT

I also bought Bellawood prefinished maple flooring from Lumber Liquidators and after the install (by another contractor) the floor is squeaking and creaking all over, Actually a couple of boards are moving up and down. I had a floor contractor come to my home and check this out only to find out by checking the box left over that the milling of the wood was poor and the pieced don't fit together properly, so I'm stuck with a floor that makes noise every where you walk. I have also had severe bronchitis since the install. I think I will check the formaldehyde content.

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hfllc
Franklin, US
Jan 31, 2011 12:52 pm EST

yet another reason Lumber Liquidators should no longer be in business. A simple internet ( google, etc.) search for lumber liquidators complaints will astonish most people with the level of complaints against them. thank you so much for your time and efforts reporting this.

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5:05 pm EST
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Lumber Liquidators thank you consumers

Thank you Consumers, My wife and I were about to visit Lumber Liq to purchase about 720 Sq. Ft. of new flooring until i read all of these complaints. It's unfortunate that so many of you have been taking advantage of, I hope you find it pleasing to know that we WILL NOT be doing business with LL. We will look into some small family business flooring stores to make our purchase. I hope each of you get your refunds or flooring which you were promised. Thank you !

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Tom Kennerup
Brackney, US
Mar 01, 2013 4:19 pm EST
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I purchased from Lumber Losers. They sold us junk and did not honor the warranty. We lost over 4 grand. Do not buy from lumber losers.

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LLGuy
Augusta, US
Jan 05, 2011 10:18 pm EST
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I think you should really look at Lumber Liquidators. I am not telling you to walk in and buy something but talk to the guys/girls. We really do know our stuff and try to treat every person with the utmost respect possible. This is a website that people do nothing but lodge complaints. There is no such website for people to do nothing but praise. Look at our website...We have the great, and the ugly on one site that is reviewed product specific. I don't believe you should make your decision based off of a biased website. I manage a Lumber Liquidators and can assure you that our customers are more than important to us. You are the boss. Occasionally there are issues with material not making a shipment to one of our stores and we do our best to get it straightened out in a timely manner because we understand that there are time constraints most of the time on your side(Taking off work, family coming to town, etc.). I understand that you are about to make a very large purchase (one you should only make once per house) and you are very wise for trying to do your research and yes I am a store manager so I would be slightly biased myself. If you were to speak to me or my guys at our store we would tell you the honest truth about every product and let you know what the best fit for your situation would be. That goes for all of our stores. Wood floors is what we do and it is all we do. We don't try to sell you the moon. If this is a beach house or a mountain cabin that you seldom visit why put $10k worth of flooring into it. If it is just you and your husband in a small condo without a lot of traffic we can point you towards the right floor. If you are a younger family with 3 kids and 2 dogs and a gold fish bowl that may be knocked over we can set you on the right track for that as well. I really hope that you give our company a chance to give you a great purchasing experience with a company that you can trust and floors that will last. There are some great guys at the store down in Orlando. The manager's name is John(and yes I have met him, I am not just saying that). Swing by one day and speak to them. I am not speaking to your knowledge on hardwood floors but it is hard not to learn something from our people that even if you don't purchase from us, you will be glad you stopped by. As I said...Wood is what we do, and to insert my own cheesy line...We have prices that will floor you ;)

Brandon-LL Augusta, GA

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Lumber Liquidators floor warranty

I spent $4000 at Lumber Liquidators buying a Hickory hardwood floor about 1.5 years ago and had it professionally installed. Soon after the floor was installed it started warping, buckling and the joints split. After spending about 3 months going back and forth with them, taking every step that they recommended for their warranty "process" they will not warranty their product. They even sent out an "independent inspector" who said that the floor was not properly installed and that the floor was out of level 1" in 6'. Both statement are incorrect! This is a $350k house that had a $350k remodel. The only problem with the house was that I purchase LUMBER LIQUIDATOR PRODUCTS!
Dont believe their warranty!

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vpf
Norfolk, US
Aug 22, 2011 1:45 am EDT

Once a tree is cut from the root it does not produce moisture. If you would have used a true professioanal he would have check the moisture and your problem would not have occured. No flooring companies warranty covers cuping and bowing it is up to the installer to insure conditions are correct to prevent these thing. Stop slandering LL due to your ignorance.

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1:12 pm EDT

Lumber Liquidators horrible quality

I ordered 1800 SF of Brazilian Teak manufactured by Bellwood for Lumber Liquidators. What a nightmare! Several boxes arrived damaged upon delivery. The delivery person noted on the paperwork boxes were ripped open, damaged and discolored from other boxes. After not hearing from the store about the damaged boxes delivered I called the store directly and spoke with store manager Mike. I expressed my concerns and he assured me the boxes would be fine and I should have no worries about the installation of those boxes. When my installers arrived for the install (after the boxes had acclimated for three weeks) they too pointed out that several boxes looked beat up and odd. I told them I already called the store and they would be fine. They opened those three boxes along with seven others and sorted them by color variation, size, and proceeded with the install. After laying many of the boxes they expressed they were having constant issues with gaps in the boards. They pointed out that the boards had two separate kinds of milling and it was causing major problems. The problem was the actual width of boards were very different and so were the tongues. They suggested I contact the store and let them know so I can return them and reorder new boxes all from the same milling. I called the store and spoke to Ricky. He told me to bring in some sample boards.

The next day I brought in several boards demonstrating the boards varying width and completely different tongues. I could tell Mike the manager did not want to admit that they were from different mills but it was impossible to deny. He would just make comments like " a good installer would know how to deal with something like this" and "They can be altered by your installer to work" I pointed out that would cause additional labor I would have to pay for and I should not have to pay more money to deal with milling issues. He then said that he could send out his own installer (Brian). He said he would be able to make them work just fine. As I had nothing to lose I agreed.

Later that day a woman called and said she spoke to Mike and her company would come by to look at the floors. Several hour later a knock at my door and its a woman "Sarah" She said she was there to look that the floors. I told her I thought a Brian was coming to look at them as he is the installer. She said she was his wife. I showed her the boards and how they were all different. She just seemed oddly quiet. She obviously knew they were messed up but didn't want to say anything other than "don't worry we can fix everything". I pointed out the many rows that would have to get ripped up. She said that the three boxes that were mixed up with the others could be dealt with by "sorting them back out and putting them in the same rows". That sounded fine but she said I would have to remove what was already laid down and also order replacement boxes. She also said they would only glue down the wood. I told her as long as the price was the same that would be fine. She said Mike the manager would probably replace the boxes that caused the issue. I told her I would speak to Mike and let her know. I showed her my current installer invoice (3.00 square foot) and told her as long as she matched that I would go with them. She said she would match my installers and email me the estimate.

The next day the email comes. Guess what? they wanted 2500 more than my current installers. Not only that the glue was an additional 1200 more. So they wanted 3700 more than my current installer! She had the square footage at 3.00 but had the stairs priced out separately and also wanted 1, 000 more to level the floors for glue down process. Obviously I was not going to go with them and she never said the glue material alone would cost so much! I called Mike and said Im just going to go with my installer and lm going to return the unopened boxes and reorder the same thing. I even agreed to upgrade the wood to 3/4 inch thick from 3/8 inch thick since they had the same teak in a smaller width but for a similar price. He said to bring them in and I would reorder them.

After renting a uhual and breaking my back getting the boxes back to the store the manager said that I had ten boxes missing. I told him that three boxes had milling issues which screwed up the other 7 laid down. I told him about how I called when they arrived and was assured they were o.k. I explained yet again that those three boxes installed with the other 7 were mixed and rendered useless and they had to now get ripped up. Mike said he would only credit me for the three boxes that had the wrong milling. He did not want to recognize that those boxes caused the others to be useless.

Trying not to loss my cool I told him I wanted to focus on getting the replacement material (2 1/4 teak) that is listed on the website because its a a similar price. Guess What. The replacement material was not available. The only option he said I had was to pay for an even more expensive (3.25 teak). I told him I didn't even want that as I have a 1915 craftsman and I was not comfortable going with such a large width. Additionally that the cost was more more expensive price per square foot (3500 more!). I already was in the hole 7 boxes he would not credit, installation costs that were wasted, renting a truck for the return, and cost to rip out the crap that was down. Now he was telling me my only option was to pay 3500 more! It was obvious I was getting nowhere with him. He had no compassion to the situation and just seemed to generally not get how I was put in a situation not of my choosing. Lets not forget this entire nightmare was brought about by having different milling mixed in with my order. Since they no longer had any replacement material at similar cost ( 2 1/4) . Even though the website says the do. I requested to just have the unopened boxes I just returned credited to my card. I said I would have to eat the 7 boxes and just order them somewhere else since the only option extended to me was to buy more expensive teak. This SOB had the nerve to tell me that he would "not give me my money back" . He said he "was not convinced it was a milling issue" Are you freaking kidding me! I was just speechless. To think I would have to take the hit on all of this. Its like I had a gun to my head. I told him I since I was left with no alternative I had no choice but to pay an additional 3500.00 and order the teak in 3.25.

I left the store feeling sick to my stomach. Like I had been mugged. Its just sad when you feel so completely taken advantage of and have absolutely no power to make the store take responsibility. All I can do is share my story and let others know of my horrible experience. Hopefully it will make you reconsider and purchase elsewhere. As a realtor I am constantly asked for referrals on everything from kitchen cabinets to floors. I used to always recommend Loews or Home Depot as they guarantee the work and generally my clients were very happy withe them. Looks like I should have taken my own advice. I only went with Lumber Liquidators because the teak they had looked so nice in the store. I will let every client know my experience at Lumber Liquidators. Word of mouth is a powerful thing.

I will let you guys know how the final install goes when the new material arrives.

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LarryinEM
Elk Mound, US
Jul 20, 2013 2:19 pm EDT

I was just ready to go the the Twin Cities LL store and buy solid hardwood flooring for my kitchen. I sympathize with your situation and, since I have read MANY complaints about this place, I have no intention of buying from these people now. Thank you for your most complete description of the situation. I'll go elsewhere for my flooring

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jbirtman
Tallahassee, US
Nov 16, 2010 6:02 am EST

Has anyone taken lumber liquidators to court?

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Lumber Liquidators terrible quality / milling issues

I ordered 1800 sf of brazilian teak manufactured by bellwood for lumber liquidators. What a nightmare! Several boxes arrived damaged upon delivery. The delivery person noted on the paperwork boxes were ripped open, damaged and discolored from other boxes. After not hearing from the store about the damaged boxes delivered I called the store directly and spoke with store manager mike. I expressed my concerns and he assured me the boxes would be fine and I should have no worries about the installation of those boxes. When my installers arrived for the install (after the boxes had acclimated for three weeks) they too pointed out that several boxes looked beat up and odd. I told them I already called the store and they would be fine. They opened those three boxes along with seven others and sorted them by color variation, size, and proceeded with the install. After laying many of the boxes they expressed they were having constant issues with gaps in the boards. They pointed out that the boards had two separate kinds of milling and it was causing major problems. The problem was the actual width of boards were very different and so were the tongues. They suggested I contact the store and let them know so I can return them and reorder new boxes all from the same milling. I called the store and spoke to ricky. He told me to bring in some sample boards.

The next day I brought in several boards demonstrating the boards varying width and completely different tongues. I could tell mike the manager did not want to admit that they were from different mills but it was impossible to deny. He would just make comments like "a good installer would know how to deal with something like this" and "they can be altered by your installer to work" I pointed out that would cause additional labor I would have to pay for and I should not have to pay more money to deal with milling issues. He then said that he could send out his own installer (brian). He said he would be able to make them work just fine. As I had nothing to lose I agreed.

Later that day a woman called and said she spoke to mike and her company would come by to look at the floors. Several hour later a knock at my door and its a woman "sarah" she said she was there to look that the floors. I told her I thought a brian was coming to look at them as he is the installer. She said she was his wife. I showed her the boards and how they were all different. She just seemed oddly quiet. She obviously knew they were messed up but didn't want to say anything other than "don't worry we can fix everything". I pointed out the many rows that would have to get ripped up. She said that the three boxes that were mixed up with the others could be dealt with by "sorting them back out and putting them in the same rows". That sounded fine but she said I would have to remove what was already laid down and also order replacement boxes. She also said they would only glue down the wood. I told her as long as the price was the same that would be fine. She said mike the manager would probably replace the boxes that caused the issue. I told her I would speak to mike and let her know. I showed her my current installer invoice (3.00 square foot) and told her as long as she matched that I would go with them. She said she would match my installers and email me the estimate.

The next day the email comes. Guess what? They wanted 2500 more than my current installers. Not only that the glue was an additional 1200 more. So they wanted 3700 more than my current installer! She had the square footage at 3.00 but had the stairs priced out separately and also wanted 1, 000 more to level the floors for glue down process. Obviously I was not going to go with them and she never said the glue material alone would cost so much! I called mike and said im just going to go with my installer and lm going to return the unopened boxes and reorder the same thing. I even agreed to upgrade the wood to 3/4 inch thick from 3/8 inch thick since they had the same teak in a smaller width but for a similar price. He said to bring them in and I would reorder them.

After renting a uhual and breaking my back getting the boxes back to the store the manager said that I had ten boxes missing. I told him that three boxes had milling issues which screwed up the other 7 laid down. I told him about how I called when they arrived and was assured they were o.K. I explained yet again that those three boxes installed with the other 7 were mixed and rendered useless and they had to now get ripped up. Mike said he would only credit me for the three boxes that had the wrong milling. He did not want to recognize that those boxes caused the others to be useless.

Trying not to loss my cool I told him I wanted to focus on getting the replacement material (2 1/4 teak) that is listed on the website because its a a similar price. Guess what. The replacement material was not available. The only option he said I had was to pay for an even more expensive (3.25 teak). I told him I didn't even want that as I have a 1915 craftsman and I was not comfortable going with such a large width. Additionally that the cost was more more expensive price per square foot (3500 more!). I already was in the hole 7 boxes he would not credit, installation costs that were wasted, renting a truck for the return, and cost to rip out the crap that was down. Now he was telling me my only option was to pay 3500 more! It was obvious I was getting nowhere with him. He had no compassion to the situation and just seemed to generally not get how I was put in a situation not of my choosing. Lets not forget this entire nightmare was brought about by having different milling mixed in with my order. Since they no longer had any replacement material at similar cost (2 1/4). Even though the website says the do. I requested to just have the unopened boxes I just returned credited to my card. I said I would have to eat the 7 boxes and just order them somewhere else since the only option extended to me was to buy more expensive teak. This sob had the nerve to tell me that he would "not give me my money back". He said he "was not convinced it was a milling issue" are you freaking kidding me! I was just speechless. To think I would have to take the hit on all of this. Its like I had a gun to my head. I told him I since I was left with no alternative I had no choice but to pay an additional 3500.00 and order the teak in 3.25.

I left the store feeling sick to my stomach. Like I had been mugged. Its just sad when you feel so completely taken advantage of and have absolutely no power to make the store take responsibility. All I can do is share my story and let others know of my horrible experience. Hopefully it will make you reconsider and purchase elsewhere. As a realtor I am constantly asked for referrals on everything from kitchen cabinets to floors. I used to always recommend loews or home depot as they guarantee the work and generally my clients were very happy withe them. Looks like I should have taken my own advice. I only went with lumber liquidators because the teak they had looked so nice in the store. I will let every client know my experience at lumber liquidators. Word of mouth is a powerful thing.

I will let you guys know how the final install goes when the new material arrives.

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Kelly Jim
Ballston Spa, US
Apr 23, 2011 5:13 pm EDT
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I also agree and have also had a problem with the finish being very soft for example shifting furniture with special hardwood flooring protectors on them and it dents the flooring . I also rolled out the refridgerator and it left wheel marks in the soft finish.I assumed oak was hard so it has to be the finish, I am very dissapointed!

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SKolb
Milford, US
Feb 19, 2011 7:38 pm EST

I agree totally! I am in the process of trying to install LL's 5" pre-finished heart pine. The mill quality of the product is absolutely terrible. Pieces vary (with-in the same box) from 5" to 5-3/16" and end tounge / grove's are too long/short. I have wasted way too much time on this floor and will never make the same mistake again.

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Lumber Liquidators the floor pro llc.

if you thinking of getting wood floor install by The Floor Pro. out of the Lumber Liqidators store.
They need to start checking your installer this company call " The Floor Pro's " are the must none profecional bunch they could not finish the job the conner trim are no even and they install a crack trim and did not let us know, that way with could take back to have it replace
So now I will have to get more trim and get someone real proficional installer to fix the crak installation by arthur Rosian and Nick papaj may be they are learning how to instal wood floor out you the " Lumber Liquidators store". people will think because they coming out you "Lumber Liquidators store " they are pro.
so it to bad the B.B.B. will be getting some of the fotos of the so call installer coming out the " Lumber Liquidators store" but if help some not get the bad experience. may be the
Lumber Liquidators store people will be checking for Quality and Profetional iinstaller. to represents the Lumber Liquidators store.
So if you are in Luz Florida Don, t even talk to the installer Run way. check the fotos of what " The Floor Pro's llc " they say this standar installation and this ok.

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Ray LaPlante
Kennewick, US
Jul 14, 2014 8:12 pm EDT

My costumer ordered base board molding and it was damaged not only one but now twice and the need to refund the money and give here all the product to her name is jo
shelley

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Horrible hardwood installers
Dunnellon, US
Jan 06, 2012 2:42 am EST
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After the floor pros (Arthur & son Bob) put the floor down it was late afternoon. The last part of the floor was left with tape, & a heavy box to hold down the last piece put down. The next morning I took a heavy box off a threshold to find it raised & crooked. Also, there were tennis shoe glue marks all over, every inch of the floors. I noticed the highs/lows in the bedroom. I called Arthur, told him about these problems. He gave me the impression that he did not want to come out & fix anything. He did call back & tell me that they would be out to clean up the glue marks, but he was not happy about coming out because it was to far. Arthur sent his son, Bob. I showed Bob, the threshold, he said it was because my tile was not even. I asked if it could be fix, he said no. I show him the highs & lows that I found, he told me its my sub floor. He did attempt to clean the glue marks. When he was about to leave, I said, did you check under the hutch because that was the last portion you did that night. No, he didn't, so we moved the table over. When Bob left I sat down on my sofa, the light was hitting the floor that was under the table before from day one, & now I could see the scratch. Description: 11 inches long, stops abruptly, then starts again 2 1/2 inches up, goes 2 inches long stops abruptly, skips a plank, starts again 2 inches long. The next day I call Arthur, told him that there were still numerous glue marks, I don't like the threshold & there is a scratch. Arthur is angry now, refuses to come out ever again. Even if he did come out he would never fix a scratch because its not covered. Because I disagreed with him, at one point he asked me to pay him $50.00 for gas, he would send someone the clean the glue marks. He told me that his son already told me that the threshold could not be fixed & he would never fix the scratch. I told Arthur the next time he calls me, he had better be making an appointment for HIM to come out & see what I'm taking about. He told me he personally will never come out. That is when I contacted Lumber Liquidators store. They were so kind & got the ball rolling with Arthur. Arthur did keep his promise, he did not come to see for himself. Bob & both the other young men, show up The guys worked all day removing glue marks. I asked Bob again about the threshold, he told me, "I told you that can not be fixed". I asked about the scratch, how are you going to fix this, we have to replace the wood. The extra wood is in the garage, so they will have to come back. Arthur told me that his son sent him a picture of the scratch & told him, I did it. I called Bob out to look at the scratch with me, how does a person or object make a scratch that abruptly stops, starts again 2 inches up & skips a plank. He said maybe your dog? First of all I was told by Lumber Liquidators & Arthur that a dog can't scratch this floor. Now that Arthur has his money, my dog can scratched the floor. A human, object, or dog would make a continuous line, this scratch was in the wood before they put it down, it was late in the evening & its very hard to see until the light hits it just right. After, that I called Lumber Liquidators, again super nice. They said dont worry Arthur will take care of all your concerns, even the scratch. Guess what? After that, the ugly threshold that was unfixable, is FIXED perfectly. Arthur would have had me live with that eye sore for the rest of my life. Shame on him. The guys had to come back again to fix hollow spots & the scratch, which they did. Missed two hollow spots, also he did not fill a hole that he drilled. Arthur's son Bob broke a little something of mine. I would have left this alone but today when I moved the heavy glue jugs from the part of the wood they had to replace (scratch) two planks are to high, you can see it, feel it with you hands & feet, and the dry mop gets stuck on it. I cant believe it! I'm so tired and sad with this whole job. Very unprofessional.

Letter to HSS on 1/5/12
I just wanted to let you know that the, Flooring VIP Express company is the best. Lumber Liquidators

should Never Never ever use The Floor Pros. Honestly they were sloppy and uncaring. They were

get in, get out and good luck. I called Flooring VIP this morning and left her a message expressing my thanks.

The three gentlemen that came out, were super professional. There was a bit of a language thing, but they knew

what perfect meant. Not only was the floor level and beautiful but they cleaned it as they went so there

as not one glue mark, and I didn't even mention the glue problem I had with the floor pros.

So now I really really know that The Floor Pros are the worst...

I wish Lumber Liquidators would have given me the Flooring VIP Express

company in the first place, I'm sure that my bedroom floor would not look the way it does.

I can not tell you how thankful I am for your help. That patch job was a eye sore right in the middle of my room.

I would have regretted getting hard wood floors from Lumber Liquidators for the rest of my life. This is my last home.

I'm going to write a great review under the Flooring VIP website and/or yellow pages add, about them

and Lumber Liquidators coming through at the end.

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angrycustomerflorida
Tampa, US
Aug 17, 2011 10:43 pm EDT
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Oh and the owner of this company is threatening to sue me for my anonymous comment. That should say something else about them. That alone tarnishes ones name, when you cannot deal with a customers dissatisfaction, and them voicing their opinion. You can look up the police report, money did go missing, they were the only ones here. Go ahead sue me for telling others what happened.

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angrycustomerflorida
Tampa, US
Aug 17, 2011 10:32 pm EDT
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Seeing that one has a personal right to complain if they feel that they are wronged, I am going to post a reply to my original complaint, I cannot remove it, I do not have an option to. I am going to say this. I have no conclusive evidence that any of the workers "took" the money that went missing in my house. A police report was filed, it is the company's and workers word against mine. However, I can tell you that I was the only person in the house other than the workers, and I had the money on my person until 1/2 hour before they were done and sometime between the girl scout cookie girl being paid, and me having to pay the workers, the money disappeared. So I am not trying to cause anyone any problems, but the fact of the matter is that said money was never found at my house, in the trash, anywhere. If I don't have it and it was not lost in my house, and there was no one else here that day, than were is the money? It is a mystery. But I still have the right to complain. I am getting letters from the owner stating I must remove my anonymous comment, it is America isn't it? I don't have the right of free speech? I am not defaming the company, I said they did a beautiful job on my floor, but that doesn't mean that it wasn't the biggest heat ache I have every had in my life, close to 1000.00 dollars of my hard earned money that went missing the day THEY were here. I paid them their money, I have the right to be upset and to tell my story to others.

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angrycustomerflorida
Tampa, US
Apr 21, 2011 12:39 am EDT
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Well they did a piss poor job at your house, well they installed my floor it looked great. They did however pocket my 900 bucks that I was going to pay them at the end of the day.
I haven't found any other complaints about them till I read yours.
That and I am bound by a contract to pay them, even though they stole it.
Down right stole it.
That and I have never had people install anything in my house, but do some companies cover your furniture, and stuff so that it isn't all covered in dust? They did nothing but lay the floor. I love the floor, hate the company.
I should have called the police and had them pat the workers down.
I hate them. Then I look online and the company also has another name, or they have changed it. The other name,
Aurthur Rosain is on Angie's list which generally means that a company can be pretty trust worthy. Well I guess I was their first customer that they felt I was whatever enough that they could pocket my money.

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InstallationPI
LaPorte, US
Jun 19, 2010 7:16 pm EDT
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Did you get the contractors info from the store you purchased the floor from or did you go through a store promoted installation company?

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Lumber Liquidators Customer Care
Toano, US
May 19, 2010 12:56 pm EDT

LL Customer Care _ Response to installation concerns

Installaton is critical and quality contracting work is something best managed onsite by a consumer paying for these services. If you contracted through the HSS program, the installaiton comes with a warranty, so one call to the provider can start you on the road to satisfaction. Some installers are found within the community outside the program and no matter what type of work you have performed we suggest you monitor the quality of the work to make sure you receive the value you expect. If there were product concerns to be addressed we would expect a call to LL Customer Care and the installer in this case should be given an opportunity to correct their work as we agree this is not an example of quality work by a contractor. I've been in touch with HSS to see if the installer is part of their program and they suggest you contact them using the 800 number, or contact LL Customer Care and we will assist you.

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Lumber Liquidators - customer service

The customer service at the Charlotte NC Lumber Liquidator's is horrible. I went with my mom and dad to look at flooring on a Friday. Both are in their mid-70's and my dad is a veteran, they decided to purchase closeout hardwood flooring. They also ordered all the molding and stair treads. They placed the ordered with the manager, Ryan Lemke, he asked when...

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Lumber Liquidators don't purchase

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.

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jfar01
Pgh, US
Feb 22, 2010 9:39 pm EST

I am serious! I even took boards out with a towel and with gloves on - its J U N K _ It wasnt the glued backing it was the interlocking pieces that were compressed cardboard and inferior

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Potential Buyer
Chesapeake, US
Feb 09, 2010 8:05 pm EST

How can a product like a laminate crumble in your hands? I mean the one comment about the wrong mill stuff makes sense, but they're not selling cookies so how can something made with glue fall apart? Please stop wasting peoples time when real shoppers look to this site for stuff that makes sense to avoid getting ripped off. I read one of the other complaints and a response. You must have hit the sides or something and dropping a brush isnt going to hurt anything..are you serious?

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Lumber Liquidators poor cutomer service/poor installation contractors

My husband and I spent over 7, 000 to put Bella Ash wood floors in our home. We thought they were a reputable company. I was assured of quality work and a good product. I met with their installer an older contractor mr. Parker who seemed knowledgable of his job. A week later two young men arrived at our home and installed the floors. It was my birthday week and I was there for most of the installation. They never took temperture readings of the subfloors or tested for moisture. A week after the insatllation all the floors cupped. After talking to their representative about the issue I was blown off and sent a flyer in the mail of floor inspectors that I had to pay for represented by their company. I never received even a phone call back. We can not sell our home with cupped floors unless we pay to sand them down. It is not a moisture issue like they said as we have had it checked . It is from poor installation and inccompetance of the contractor that they did not make sure the floors were acclamated to the temperture in the house.I will never do business with this company again and will write every newspaper and magazine to make sure people know this company doesnot care about the consumer . Forbes magazine listed them as 2009 best new company I would hope everyone who wrote a complaint about them would contact Forbes magazine about their compaints so others will not be taken advantage of. This is not a good company to work with. Forbes number is [protected] K Slade [protected]@yahoo.com

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jfar01
Pgh, US
Feb 22, 2010 9:43 pm EST

AMAZING YOU ARE SO ADAMANT TO PURCHASE WHEN SO MANY ARE WARNING YOU - YOUR CHOICE- MY ISSE WAS not AN INSTALLATION ISSUE AND STILL THEY WOULD NOT STAND BY A PRODUCT WHICH WAS DEFINITELY INFERIOR- IT WONT LAST 2 YEARS LET ALONE THE 25 IT IS SUPPOSEDLY WARRANTEED FOR.

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Potential Buyer
Chesapeake, US
Feb 09, 2010 7:57 pm EST

I'm reading these complaints considering a purchase and the company does not seem to be at blame, but its a bunch of people making acqusations that don't seem to hold water. This site should be used ot lodge actual compalints, not someones opinion for their own actions or lack of care and concern...What's wrong with you people? Considering what I can save it sounds like all I need to do is read the instructions and ask some questions to get a good deal.

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LL Customer Care Response to Quson
, US
Dec 10, 2009 4:59 pm EST
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The issue stems from installation. During your conversations with LL Customer Care you stated this was not a Lumber Liquidators problem rather an installation issue. We contacted Mr Parker and he made sight visit to your home. Mr Parker investigated and learned there was a failing A/C unit that elevated humidity and aided this problem according to your spouse. He offered options to correct the problem that were not accepted.

The negative comments about our company are frustrating to read when you stated several times that you knew the wood was not at fault. We had no obligation to pursue the installer to address your concerns, but Customer Care intervened in good faith to help our customer only to receive a negative review that did not include all the facts surrounding your problem.

Lumber Liquidators was recognized by Forbes for our overall contributions as a company providing quality products at low price using innovative ways to cut costs keeping prices low for people to improve their lives while adding to their homes value. We regret to hear you have some dissatisfaction with your flooring after installation, but the concerns with LL are not supported by the actual problem that has nothing to do with our product purchased.

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Lumber Liquidators defective flooring

Bought 1165 feet of Select Brazillian Koa flooring for $4, 700. Had it professionally installed and within a day realized how easily the finish scratched. Just walking on the surface in shoes caused noticable scratches. Moving furniture or operating a wood floor sweeper left visible marks on the wood surface. I spoke to a few employees in person and of course they said a representative would come out to inspect. As usual, the only response I received was a form letter denying any problem (they never would come out to inspect) and telling me how to care for a floor (wow).
I will hire a lawyer to pursue. I would never buy a piece of molding from this irresponsible company. There is a quality issue and by sending me a form letter denying a problem exists only shows that a company like this preys on consumers.

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FLOORING DOCTOR
Howell, US
Nov 19, 2009 2:31 pm EST

Unfortunately hardwood flooring is not a durable flooring at all. There are no warranties on scratching and denting ECT.

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FLOORING DOCTOR
Howell, US
Nov 19, 2009 2:27 pm EST

THERE IS NO HARD WOOD THAT WILL NOT SCRATCH!ALL HARDWOOD SCRATCHES.

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Lumber Liquidators switched product

I picked two samples to bring home Maple and Oak both 3/4 thick hardwood. We ordered 1400sq ft of maple and then changed it 2 days later to 900sq ft maple and 500 sq ft oak for different houses. Maple was fine, but when laying the oak the carpenters were having a hard time and asked why we bought 1/2 in. We were shocked and hadn't even looked at the wrapped boxes that had been loaded for us. When I went to question the store they said you take it it's yours. I showed him my only two samples both 3/4 and sample paperwork and he said they never even had the 3/4 in Oak s0 he didn't know where I had got that. But, both samples had the same writings and pricing from that same salesman on the back of the wood. I have over 15 people that would vouch they saw both samples as we were trying to decide and then 2 months later when it arrived and we were having it laid. LL said they never even had that in stock until 2 weeks ago for sample cuttings, so they don't know where that sample with thier handwriting on it came from. It just so happens that they did have now the same sample cuttings in the exact price that was written on my samples and the 1/2, that I never even looked at or was interested in was $1 sq ft cheaper. And we paid the exact price as the 3/4 in. They were so lying to my face and didn't want to even deal with me. We paid by bank cahiers check over $5000 and have no recourse for this as if we would have with a credit card. Why would I pay $1 more per Sq. ft for 1/2 than3/4 and it wasn't even the color of the sample or same manufacturer as the same sample on display now, exact one that I still have. Someone made out with over $500 from this Blaine store and we are ticked! We should have paid by credit card only and looked under the tarp when they loaded it, we trusted them and they scammed us BAD! Also, they gave me their current printed invoice and it now says I bought 1/2 at the same price as the 3/4 is. I bought 900 3/4 in and 500 1/2, but both my samples are for 3/4 in. They are liars!

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Lumber Liquidators service and product

It has been six weeks since they came in ripped up our carpets, and delivered not one, but three loads of wood that is damaged. They tell us they are going to make good on the poor quality product and don't show. We paid $5.19 a square foot for the lumber, plus installation, now they tell us we have to pay an additional .50 square foot for an upgrade or acceptable product.

Customer Service is rude, make empty promises, and then once you have the product try to sell you an upgrade.

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Tom Kennerup
Brackney, US
Mar 01, 2013 4:15 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Lumber Liquidators sucks!

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10:17 am EDT
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Lumber Liquidators product never received

This is being sent to try yet again to get satisfaction and the product I
have paid for back in April of this year. I just phoned Mr. Cicero and was
referred to his voice mail, and have no expectation of any level of service
from this man. I have copies of eleven emails from your customer
service dept. Some say they are taking care of the situation, and others
pretend to not understand the problem. Quite frankly I am appalled at the
level of service I have received from your company. A good faith order was
placed by me in April, which you immeadiately charged to my credit card. I
have never received the item, I have been told it was on back order, I have
been told it was on the way, I have been told it was lost, I have been told
it was resubmitted and was on the way. Back in May I was told it was Fed
Exed and I would receive it the following week, that never happened and when
i asked for the tracking number I never got a response. The last email I
received indicated it had been referred to management. That was on June 4th.
I have still at June 12th received any correspondence from Management and
the product still has NOT been received!

SUBJECT: Where's My Order?

Dear Kevin,

Thank you for contacting us.

I have transferred your email to the management team and someone will
contact you to resolve your situation.

Please contact me if you have any additional questions.

Sincerely,

John Cicero
Customer Care
[protected]
Lumber Liquidators, Inc
3000 John Deere Road
Toano, VA 23168

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Lumber Liquidators do not use

We purchased $6000 worth of Teak Hardwood. All the reviews of course on their web page were favorable for little waste or problems. When we purchased the 42 boxes we asked how they dealt with problems and they assured us they always took care of their customers. During installation we continually had either cracked or defective wood. When we were finished we had 5 full boxes of defective wood. There warranty instructions say DO NOT INSTALL. We called to take it back. The store we purchased it at said the manager would call us within an hour. No call. Called back next day. Said they wouldn't take it back. Dealt with customer service for over a month. Again they take no responsiblity for their bad wood. Go with your local flooring companies. That was our mistake!

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Lumber Liquidators feathering of edges & discoloration of laminated floor

Utopia Brand Laminate flooring, Edges are feathering, discolor spots in floor. Lumber Liquidators will not warranty because they of moisture from a river or creek, The closest River or creek is 7 miles away. The humidity gauge in our home is normal. They will not come & look at the flooring or respond to our emails. Great prices but SORRY WARRANTY. A deal is not always a deal. Only have cleaned floors with proper cleaning supplies that was bought from Lumber Liquidators.

Walter Mason

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preVenger
Elk, US
Jan 23, 2011 3:37 am EST

I see that LL has hired people to go around and try to put out the fires caused by their crap warranty and product. Our edges feathered, our boards split, our boards warped. This all happened within 24 hours of installation. THEIR product. THEIR installer. THEIR installation guidelines. THEIR installation products/glue/underlayment. All I can say, is that if you believe the doublespeak in reply comment made by LLCC, then I just recommend that you do a couple of other things. 1) Check the better business bureau. 2) Google: Lumber Liquidators warranty. You'll be glad you did.

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Lumber Liquidators Customer Care
Toano, US
Dec 11, 2009 10:08 am EST

Mr. Mason,

The product does not come out of the box in the condition you describe and these are indications of improper installation where moisture intrusion occured causing expansion, or the product is being held in place by transitional pieces near the walls or door jams causing pressure to push against the ends driven by interior temperature / relative humidity changes for which we have no control over these conditions. We suggested you have a flooring inspector view the installation and interior readings, but we presented your photos and the claim to the manufacturer and we agree with their findings. This is not a warrantable claim. The comments in regards to a river is a common question to ask as some homes can be flooded by natural events that are not warrantable claims and we ask for this purpose. The feathering you mention stems from installation damage from hitting the product on the side of the boards and we suggest you contact your installer. Discolored spots are not visible in the photos and we would like to see this problem as we can't make a determination as to whether a review of this issue may be necessary via the inspection process. The warranty for this product was a finish warranty and the warranty applies to finish related issues as no defects were found that would justify product replacement. We understand you stated the humidity was fine, but it was fine at the moment it was checked. Interior conditions change like the weather and readings are good at the time they are taken. It's this same reason we suggest checking moisture levels prior to installation. Please contact CC and submit photos showing the spots you mentioned for further review while you contact your installer regarding installation issues noted. We're sorry to hear this has become a negative experience and we'll uphold any validated warranty issues found.

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Phone numbers

+1 (800) 366-4204 +1 (800) 476-0007 More phone numbers

Website

www.lumberliquidators.com

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