The complaint has been investigated and
resolved to the customer's satisfactionResolved Lumber Liquidators — customer service
resolved to the customer's satisfaction
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 we were going to pick it up and we initially said Saturday, the next day. My dad spoke up and said he couldn't on Saturday so we made a pickup day with Mr. Lemke for the following Tuesday. Mr. Lemke told us that he would pull the order and it would be ready when we arrived. This to me, implied that everything was in stock and it would be ready for loading when we arrived. At no time did Mr. Lemke tell us that he had to order any items nor does it say it on our paperwork. When we left on Friday, my mom, told me "if she owned that store she would fire Mr. Lemke because she thought he was rude and didn't feel that he wanted to bother with them as customers". When we arrived on Tuesday our order had not been pulled and some items were not in. I asked the salesman how much is not in and his reply was "a lot". If we had of known that we would have waited for pickup until everything was in because we came from South Carolina. I asked Mr. Lemke why he didn't tell us that items were on order and all our order wouldn't be available. His reply to me was "you didn't ask". We went back and forth for a few minutes and I got agitated with him and I told him " you are the manager, we are the customer, it's your job to tell us." My dad told him to cancel the order, he put on his credit card, but Mr Lemke said no because the flooring was a closeout item and there policy was no returns on closeout items. My answer to that was "we didn't pick it up so we're not returning anything". He also said it would be a 20% restocking fee. How can that be if you haven't pulled anything out of stock? Needless to say he didn't cancel the order and we didn't pick anything up. I've called and disputed the charge on the credit card, called LL Customer service, we'll see what happens.
I'm starting to build my dream house and was about to order 1500 Sq. Ft of Bella Flooring and trim from them, no way will I ever do business with LL again. If they treat our senior citizens and veterans like this they don't need my business. As for Mr Lemke, in my opinion, they need to send him to customer service school.
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