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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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8:43 am EDT
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Lumber Liquidators [protected]/DV7LLO/1049/220/06-30-2023

Purchased LL Flooring and was installed in July 2023 - after install I noticed several areas in the flooring that was bubbled - I immediately contacted the manager of the store I purchased from and then was contacted by a customer care person and sent pictures - my opinion the flooring was a defective product and am trying to get it replaced/with NO cost - I paid in CASH $4,000! I was told I needed to pay $300 and get a store credit because this wasn't under warrantee? WHAT does that mean - I need this issue resolved ASAP - I've been back to the store on a weekly basis and "Erica" has tried to help - I have family for Thanksgiving and want it resolved otherwise I will to take legal action. The installers were Good House - Case # [protected]

Desired outcome: I want the damaged floor replaced/NO cost to me!! AND A RESPONSE!!!

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12:16 pm EDT

Lumber Liquidators Defective flooring

I bought from your company in good faith, I have used your company for many years. This last product I bought is defective. I have tried for many many months to get this resolve but to no avail.

Pleas have someone take care of this complaint. I have tried to contact LL flooring for such a long time, i was told they would take care of this issue.

I am still waiting to hear from someone who will be able to resolve this issue.

I have sent numerous pictures one person says they will take care if it but never get a response. The floor is rising at numerous places as i have already tripped in the hallway. that is a new rising, lifting. I need a replacement of flooring, or a refund so i can purchase more, as it is now at the point that i cannot bear anymore.

Please have a person in charge or manager take this serious. I live alone and if i fall and cant get up this will have to go to more desperate means . my number is [protected], i have a claim no. but not sure it means anything. claim number that was giving to me is [protected]

I will be waiting for your response.

christina Chambers

Desired outcome: replace flooring. it will cost me more for new replacment labor charges.

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10:40 am EDT
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Lumber Liquidators Flooring

I have had my floors for two years and they started buckling after a year. We tried to get in touch with customer service for months and they never returned our messages. I finally had the installers come back to my house for an assessment and they said they never saw anything like it and it definitely was not water damage. When LL finally emailed me back after five months they claimed they could not help me because the floors were damaged by water. I never had water on my floors. This company is absolutely horrible. DO NOT purchase floors from LL.

Desired outcome: I want my floors replaced.

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6:40 pm EDT
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Lumber Liquidators Products

I purchased brand new flooring from ll flooring. Upon installation the contractor indicted the flooring was weak and brittle and broke during installation. I went 3 months trying to get this resolved with ll flooring based on their “life time” warranty they offer. By the time we had a 3rd party vendor come out to review, he stated this is due to chipping from poor installation. I brought 4 more professional installers who told me this is in fact due to brittle cheap and weak flooring. They guaranteed this flooring was water proof and in fact it is not. They guaranteed this was chip and scratch resistant and again it is not and upon installation the floor was prone to chipping everytime a plank was installed. I’m so disappointed in ll flooring and their lies. As a consumer you spend your life savings on a remodel and ll flooring made this dream project a complete nightmare.

Desired outcome: Refund

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3:10 pm EDT

Lumber Liquidators Coreluxe flooring tabs breaking

Bought flooring from LL flooring in 2019 bourbon barrel vinyl flooring. A friend picked it up and we installed. Not long after the tabs that hold the flooring together started breaking apart. I contacted the customer service and they said it was in a friends name so we had the warranty transferred to us. In March of 2022 we had several place in our floor that were not holding up so we filed a claim on the flooring and they said they they wouldn’t cover it only the finish. I left them a negative review on Facebook a couple months ago in January and they reached out to me again and said a customer service agent would be in touch in 72 hours didn’t hear from them reached out again they said they would be getting up within a day. Still didn’t hear from them for over a week reached back and told them negative review would remain

Desired outcome: Refund for flooring

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12:21 pm EST

Lumber Liquidators Vinyl planks and customer care

I installed vinyl plank from them in June 2021. After a few months, I noticed that some boards were shifting, but I attributed it to the weather changes and didn't think much about it. However, it just kept getting worse. I was talking to someone who owns a floor company and explained what was happening. He came over and took a look. In all of his years, he had never seen this. The individual boards were cupping and the joints between the boards were breaking. He said that if it is the fault of the manufacturer that the boards are defective, it is common practice that the company reimburse for the flooring and make things right. I would think that all companies would follow the same ethical business practices. Basically, if your product fails - you fix it. He advised me to reach out to the manufacturer (LL Flooring) and have them come take a look. I am in the middle of the process now, but was told up front that if they find that the flooring is defective, then they will only give me store credit for the flooring. They will not come and reinstall. First off, I honestly don't flooring from their company again - it is crap. Secondly, because their floor is defective, I am going to have to pay thousands out of my own pocket to have it ripped up and replaced. And, on top of this, I just got an email saying that I have to pay for and find a 3rd party inspector to report back to them. They won't even send an inspector to inspect their flooring. If the flooring is found to be defective, then they will reimburse me the cost of the inspection. I am struggling to make ends meet right now and for me to have to pay the upfront cost of an inspection of their faulty product is absolutely ridiculous. And, when they do find that their product is defective, I WILL STILL HAVE TO USE THEIR PRODUCTS AGAIN AND BE OUT THOUSANDS for someone to come out and fix a problem that they created. In my opinion, this is just downright unethical and extremely poor company practices. I would highly recommend that YOU STAY AWAY FROM THIS COMPANY because of this type of thing. When something happens to your floor, you will have to use their crappy flooring again and pay thousands more to fix the problems they create. BUYER BEWARE! STAY AWAY!

Desired outcome: Refund (not store credit - I dont want to use your product again) and Replace myfloors

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1:34 pm EST

Lumber Liquidators Vinyl floor planking

I bought 800 sq ft of Geneva Oak vinyl planking about a year ago. Within months of installation the flooring started coming apart at the seams and cracking. I reported the problem along with documented pictures to customer service and was given five new boxes. We laid the floor again but within a month or two the flooring started doing the same thing. I reported the problem again to customer service and they stated I could send some of the boards for inspection. A couple of weeks later customer service stated they considered it an installation problem and would not honor the warranty. Now just a year later the flooring has cracked in the kitchen to the point I can't walk across it for fear of shards stabbing my feet. Therefore, now I am looking at spending more than two thousand to replace flooring that is just a year old.

Desired outcome: Refund money for cost of new flooring

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10:12 am EST

Lumber Liquidators instalation of my floor

when we discussed the job eleminating the transition between living room and kitchen wqs no problrm...two bags of pourable leveler were provided for his task. when job wqs done the transition was still there ...now im being told they can only fix the transition for more money or ..if the try to fix it it will look worse...this was a $5000 job that i have not signed the acceptance papers to and if i dont get a resolution i will be taking you to court

Desired outcome: elimenation of transition like agreed upon

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1:06 pm EDT
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Lumber Liquidators Floor installation warranty not honored

We had a luxury vinyl floor installed about 1 year ago.

The floor boards started separating at some points in the kitchen, it's slowly getting worst and expanding.

I called and filled a claim in order to use the warranty that was provided upon purchase.

We received an email shortly after that asking for a couple of pictures of the damaged area.

We took the pictures and tried to email them back to the original sender and at least 6 other ones in a period of almost 2 months.

It comes back every time we send it with a "domain not found" error messaged as undeliverable.

The last time I called, I called several times btw, I finally got someone to help me and she received the pictures. It has been 2 weeks and still no one contacted us.

I emailed her back and no answer, called and was told they would call me back and nothing.

They must honor the warranty it's not an option, it's on the contract.

What do I have to do to get someone at my house ASAP, do I need an attorney?

Desired outcome: Come fix the installation issue and honor your contract, stop avoiding me and my claim making promises you are still to fulfil. If you say I will call you back then do it.

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6:16 pm EST

Lumber Liquidators Terrible job... Beware they are crooks

Had my floors replaced in my living room...We were charged $4,553.26 .

Invoice date September 26,2020.

Job was supposed to have been engineered wood ...oh boy,,,first they installed

two different versions.plus the floor by the sink and the rear door got molded from inapprpriate installation.what ever bearing we had to protect water damage was removed by the LL floor installers .

They sent someone to my home to inspect the install. That gentleman noted all the install faults and insured my wife and I ,that they will make consession and repair the problems, However , when we got the final report from the contracter,he was rude and yelled his refusual to correct the problems.

We were also lied to by the LL customer support management ,who also promised my wife and I ,that they will have the problems corrected.

My advice to anyone in need of flooring ,Stay away from this company. t

Try using

FLOOR AND DECOR. The prices and products are superior by a long shot.

Plus their installers are more seasoned then the crap from LL floors

Try them, beware LL flooring products and service sucks.

Desired outcome: What else can we say thy suck...Never any ssolution still paying.Had my floors re done by Floor And Decor....100% satisfaction. (Note: at a lower price)

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10:18 am EST
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Lumber Liquidators 5mm w/pad saint florent hickory waterproof rigid vinyl plank flooring 7 in. Wide x 48 in. Long

On July/10/2021 we paid a total of 7, 361.64 USD to Lumber Liquidators. This included 1, 483.04 SpFt, extra pad and installation. When I consulted with them I informed them about my life style and what I was looking for. I had LVP before and I wanted something durable that could handle 3 dogs and traffic of a household of four, mind you we are only home at night since we go to work and kids go to school. I'm not new to the LVP concept. The sales rep reassured me that the floor that she suggested was very durable and that I wouldn't have any issues but suggested I should buy the extra padding. So I did. Installation took place and even without the floors being done I started to noticed scratches from the installer dragging his tools. I mentioned it to him and he said "buy DW4 and buff it, this should take care of all those superficial scratches" installation took about 5-6 days. We have heated floors that get heated with water. The guy that did our installation without knowing hit a nail that crack one of the pipes that heats the floors and this created a slow leak that was a ticking bomb. By the time that our installation was all completed and we signed everything stating the job was done we woke up to a kitchen and laundry room with steaming water coming from the floors. This caused walls and floors to be tear down and an emergency plumber to come and fix the leak. An expense that wasn't cover by Lumber Liquidators that WE had to pay. I would have been ok with that but a month after the floors were installed my floors are scratched everywhere. I placed my first call to Customer Service and got no where. Instead they advised me to buy their floor Cate products so I did. I religiously use it in hopes that the product would stop the floors from getting worse but nothing stops the scratches from showing or scratches from coming in other areas. I called them again and they asked for pictures to be sent. This is on September/04. I sent the pictures immediately. Weeks go by and no call from them, I call them again and they told me the installer will come to my house. Two weeks later the installer came and told me that yes my floors are definitely damage and they look like they are not new floors and that is definitely noticeable. He agrees that is not right and told me that he will report that to management. I never heard from them so I placed my last call to customer service and the rep told me that she will call the store to gather the report from the installer but that scratches are NOT part of the warranty and that I shouldn't expect that to be fix. It's been almost 4 months and I am now stuck with damage floors. Lumber liquidators fail me and should do something to fix the problem. Specially since the sales person suggested me to buy this kind of floor and assure me that it was a durable and would stand anything.

Desired outcome: I would like them to replace the floor

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11:38 am EDT

Lumber Liquidators New laminate flooring

I bot a house in told w floating floor so I cldnt buy what a wanted (hardwood), laminate cost me $12000., after signing w payment after 6 tripods frm boston to cape to get anything answers i'm told I now must prep my floors, im a 65 yr woman alone wtf is that mean, shldv informed me of all those prior to paying, I ripped up carpet tacks as best now told I must remove the kitchen tiles that ll do not do prep wrk, what do they do butt sit at a computer? I paid astronomical floor price & was forced to pay for it's delivery bcoz I cldnt pick up the order & I don't own a truck plus ll charged me a fee for getting the floors to my house, I did all but cutdown the damn trees down, they just called I need to pick up 4 bags of leveler for my floors 2b done? Why can't they deliver wen coming too so floor, what do ll employees do besides sit at a computer give orders, shame on this company & it's lazy employees

Desired outcome: I like a response from LL manager

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11:29 am EDT
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Lumber Liquidators HD Flooring

Good Morning,

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.

Thank you,
Christine Vickers
2445 Jonesville Road
Owenton, KY 40359

Desired outcome: Replacement

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3:40 pm EDT

Lumber Liquidators Full refund

First, the floor was installed by LL Flooring in August 2020. Second, I told the salesperson I have dogs and live directly on the water (Texas Gulf Coast). It is very humid here year round. The salesperson DIRECTED ME TO THIS PRODUCT.

After installation, I noticed small dents throughout the "new" floor. After one week, I noticed scratches from my dogs. After 6 months, I noticed the edges of multiple boards had turned black from mold. Now after 9 months, there are more boards with mold. I filed a warranty claim. The installer came out and said the mold was my fault. First he claimed I was using too much water when mopping the floor. Then he tried to tell me my dogs are peeing in the house. They are not. I live here, I know. Honor your 100 year warranty! This floor is defective. Period. It is less than a year old and has dents (from your installers), scratches galore (from my dogs), and now mold. A light weight card table with rubber feet even scratched this floor. I want a FULL REFUND. The floor was glued down (based on your recommendation) and will no doubt be costly just to remove.

Customer number: 8859154

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12:51 pm EST

Lumber Liquidators Dream home new haven harbor oak

My flooring was in for less than a year when it started to buckle in at least three different places, in three different rooms. I have called and emailed Lumber Liquidators and was assigned a customer service person. She keeps making promises and is supposedly working on the issue but is no longer returning my calls or emails. It's been 5 months, now when I call they just put me into her voicemail or tell me to call back. They say they aren't allowed to assign me a new customer service person or put me through to a supervisor. The installer they hired has been out to look at the floors, and said this is definitely a warranty issue. All I want is my floors fixed. I don't want to have to go to court over this.

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teachchrissy
OWENTON, US
Jun 02, 2021 11:30 am EDT
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SAME!

T
T
Thomas M Simko
, US
Dec 11, 2020 11:38 am EST

I have the same problem. My luxury vinyl is buckling. I am a licensed general in two states and we know what we are doing with over 40 years in the construction business. We bought ours at the Mesa AZ store.

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7:21 pm EDT

Lumber Liquidators Solid wood flooring

Hi, I purchased 143sq. ft. or solid hardwood flooring (unfinished) from your store in Van Nuys #259. The sales rep was very nice and helpful. I picked the wood up from your Santa Clarita store. My hardwood guy refused to install it because the wood I received had rot and termites. My husband took a few samples to the store in Van Nuys. The same sales rep said that you do no take wood back once it has been opened. I now have spend $800 on rotten termite infested wood, another $250 on installation that did not happen and I do not have good wood to install. My project is now delayed and I have to spray for termites since I brought in contaminated wood into my house. I do not feel this is good customer service. I would like to return this wood and exchange it for good wood flooring. I would much appreciate if someone could help me and get this resolved in a timely manner.

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4:34 pm EDT
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Lumber Liquidators Hardwood floor and installation

I would like to file an official complaint with your office due to Lumber Liquidator's faulty installation of my flooring, costing me 11,527.83 plus almost a year of agony going back and forth, first with their sales office, then with the installation team and finally with their so-called "Customer Care" office.

Our ordeal began in October of last year, where - after many delays and broken promises - a team from Lumber Liquidators came and installed hardwood in our home. I wanted to make sure, if problems arise later on, that we will not be given the "run-around" between the material company and the installation company, so I bought both material and installation from Lumber Liquidators.

After less than 6 months of installation, the whole floor completely cupped and is now permanently damaged! After logging a warranty complaint with the company's "Customer Care" they tried hard to blame us that our house had excess humidity, which I completely refuted. There was no flood, no leak, nothing that could cause this so-called excess humidity.

I then contracted an official certified inspector (they provide expert witness in court cases) and paid out of pocket $400 for an inspector to come and inspect the wood. The inspector came and spent close to 4 hours performing detailed inspection (including invasive test). The official inspection report clearly states there is no problem with the site (our home), contrary to what LL tried to claim in the beginning, and the official report assigned the blame to an installation failure!

After I informed the LL rep that I refuse their conclusion and that I am hiring my own independent inspector, they came back (though the inspection has already been carried out) and said that their installation company (Valiz) admitted they had an installation failure by not installing a "Vapor barrier" that would have prevented the humidity and resultant cupping! They started the process of "Re-installation" at their expense with no cost to us. Evidently, we were happy about the outcome and requested a re-imbursement of the independent inspector's fees, an extension to the warranty, plus a modest compensation of 15% for our agony through this process.

That is when Lumber Liquidators just disappeared.. completely! The rep would not return our calls or emails to pursue the repairs. After repeated attempts, I find myself completely turned off by this complete disregard of the customer, us, even after they admitted to the fault!

And - by the way - I have in writing, Lumber Liquidator's admitting to error in installation, agreeing to replace the floor with no cost to us. I also have customer care rep's recorded voice message to me on my cell phone admitting of this failure, that I can present as evidence, if need!

Thereby, I am now no longer accepting any repair done by Lumber Liquidators, I just do not trust they will do a professional, error-free and on-time installation, and insist on a full refund of my original purchase - which is now effectively destroyed by their faulty installation - of $11, 127.83, plus my out of pocket inspector's fees of $400, plus a fair compensation of our agony for a whole year (since we started this process in October 2019) of $5, 000, which totals to $16, 527.83.

- Customer No. 0005396974
- Store purchased wood and installation service from: Garner, NC
- Date of purchase: 11/15/2019
- Sales Order No.: 133058746
- Installation date: 12/10/2019
- Damage occurred on May/June 2020

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3:47 pm EDT
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Lumber Liquidators repair flooring transitions

Ll installer came back to correct transitions however they are all coming apart I have contacted omar with ll many many many times with no resolve but allott of excuses. Carpet has stains that I have shampooed many many times no resolve. Chemical smeer in middle of floor carpet cut to short padding cut tooo short. Bad door transitions.

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10:59 am EDT
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Lumber Liquidators Coretec rigid core vinyl plank flooring not refinish, and warranty is a scam

The warranty is a scam, I bought core vinyl plank flooring, and after 2 weeks the tile starts to plank out of the floor, the finishing around the tile it is to short and not click very good. we notified lumber liquidator and I dint know they give the same story to everyone who called (send 10 pictures or more and we will call after 48 well
After 48 h they email me that they don't receive the pictures etccc... just give you heads up my floor is only 30 day old, and I know already their answer... no warranty apply on that, because they do the same with every customer that complain 1-week pass and nothing yet... keep you posted, thank you... and yes we bought a vinyl plank that was advertised as a highest quality product with life warranty.

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Update by Meghy
Aug 26, 2020 12:15 pm EDT

well because no one answer ... that what she send me after >>>Attached is the recommended certified flooring inspectors. You can select other companies, but the inspector must be certified and the company registered with the NWFA (National Wood Flooring Association).

As mentioned, if the inspection should come back as any issues with the product itself, please reach out to me with a copy of their report. We will not only refund you the cost of the inspection, we will honor the warranty with a store credit.

Thank you,

Diane | Customer Engagement Specialist
LL Flooring, Inc. | 5211 W. Broad Street Suite 200 | Richmond, VA 23230
[protected] ext. 2340 | press option 5 and #2340
Diane@llflooring.com| Fax: [protected]
always in the phone call she was ubset me and twest my words .. well i call the NWFA and this the answer

The cost of your inspection will be $495.00 for a NON-NWFA certified inspector and $2, 200 for an NWFA certified inspector. Once the report is submitted to us, it will be REVIEWED by NWFA inspectors. [The quote is for approximately 500 sq. ft. of laminate floor in Utica, NY 13502.]

We do require that the total amount is charged to your credit card prior to the inspection date. Should you decide to pay by cashier’s check or money order, we will need to receive the payment in full before the inspection is performed.

Once the inspection is closed, we will send you a link to our website with login and password information. You can then print the full report along with pictures. You will also be able to access the evidence section, which may contain any necessary industry documentation.

Attached you will find a request form and credit card authorization form. Please fill these out as completely as possible. If an item does not apply, please mark it NA.

Please note that there may be a $25.00 cancellation fee applied to your credit card should you decide to cancel this inspection.

If necessary A $75-$150 TRIP/NO-SHOW FEE will be applied to YOUR CREDIT CARD if no one is AT THE given ADDRESS FOR THE SCHEDULED INSPECTION DATE.

This quote is valid for 30 days.

We are available, toll-free at [protected] from 9:00 am until 5:30 pm (EST) to answer any questions or concerns you may have.
sooo becarfull before you buy from Lumber liquidator

Update by Meghy
Aug 26, 2020 12:09 pm EDT

after many phone call, i recived...this (I have received your photos and will be in contact with you in the next few days. 0

Regards,

Diane | Customer Engagement Specialist
LL Flooring, Inc. | 5211 W. Broad Street Suite 200 | Richmond, VA 23230
[protected] ext. 2340 | press option 5 and #2340 Diane@llflooring.com| Fax: [protected]

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3:09 pm EDT

Lumber Liquidators Bella wood flooring defective, lumber liquidators

Purchased products for new house 5000 sq foot home

we have just opened the last of the boxes for the final stage of the new home building and found 20 boxes of flooring defective,
One side had the male floor area and the opposite side has no female adaptation to connect the 2 —
Lumber liquidators will not even respond to my phone inquires.

WORST service ever

Williston store — Vermont

I have multiple properties in northern NYS and have dealt w them in the past — and spent lots of monies.
I will never but from them again and will warn everyone I know NOT to buy from them

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Lumber Liquidators contacts

Phone numbers

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

Website

www.lumberliquidators.com

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