I am writing to you because I have several issues with my experience with Lumber Liquidators. One problem was the lack of knowledge your staff has regarding products, secondly the website functions and lastly is the product. I realize that there are many products and without exact examples it is difficult for you to understand; which brings me to my first issue.
The customer login from your site is wonderful. Stores information, ease of use to check out, etc. NO. IT's. NOT. I have logged in several times to review the order history to be able to identify the specific product I purchased and the entire "order history" section is blank. Well, I have ordered from LL twice. Once for a home in Florence, KY and another time for a home in Owenton, KY, there should be information available for those two purchases.
This email is regarding the experience with my second LL purchase. I was purchasing flooring for an entire (small) home. I walked into the store and looked around. I then asked the salesman for some assistance. You see, about 8 years ago I rescued a dog which led to my philanthropy cause - animal rescue. I explained to the salesman that I foster many dogs, puppies, seniors, etc. I have crates, toys, bones, dog accidents, and anything else that comes along with animal rescue/ownership. I emphasized that I needed flooring that could handle this type of activity. He referred me to a product - I was confident that he knew his job, was educated, and would lead me to a good purchase. I was also reassured that this flooring came with a 30 year warranty (which is ever so misleading), and the wear and tear wouldn't be an issue.
Bringing me to my final issue of complaint. The quality of this product is subpar. From about 8 months on I started noticing buckling, followed by peeling, and now divots. The floors were beautiful, complemented by everyone who walked through the door, but now...they look like trash. Initially, I would tell everyone the make (after I found it on the receipt) and encourage them to give it a look. Now, I am embarrassed that anyone would take my advice on this flooring.
If I remember right I purchased over 900 sq. ft. of this flooring. The bedrooms are still decent, only because they don't get much traffic ( the spare room is only used for visitors and my grandson) but the flooring in the main living areas and the hallway are impossible to clean and look terrible. Some of the boards are so bowed that they seem to create a pocket.
I would appreciate some assistance in rectifying this matter. I would like to continue to be a customer, but cannot if this is the way that business is done at LL. I have sent one previous email some time ago and never received a response. I would appreciate a response to this inquiry.
2445 Jonesville Road
Owenton, KY 40359