Lumber Liquidators
Reviews and Complaints

I had made an online order and when I failed to get a confirmation order email from them, I called customer care. It seems they have a problem with online orders and you don't get to see charges in your account until later. I had to pay my contractor for wasting an entire day without understanding whether to make another purchase or not. Customer care was very unhelpful and she was so rude telling me she did not understand what inconveniences I had to go through. I had wasted 2 days with this wasted company and they did not offer to give any discount for all the trouble I had to go through only to deal with their existing online orders.

Client #5374148

Liquid Liquidator installed floors in my mom's house in the hallway, closets, kitchen & laundry room on 9/23/2017.There are two areas one in the kitchen and in hallway where the floor panel is separate and need to be replaced. Called the company in March to report the problem. My sister that lives in another city paid for the work to be done & the company was supposed to put the account in my name because my mother is in hospice here at her house and I lived with my mother, found out the information was still in my sister name. Rep took my information & said my sister had to called to give permission for them to talked to me. This was done. On April 1, a representative(Anna) email my sister instead of me, the company had my email on on how to proceed with the claim. Information was sent on 4/9/19 & the email sent to my sister saying that once the information & pics sent someone will contact me with 48 hrs. I waited passed 48 hrs.no one called, tried to get in touch with the rep that was assigned to my claim, never was able to talked to her, always talked to someone else that said they would send her message. Days passed never heard from her, called back & asked to speak to a supervisor, was told they were in a meeting, rep said they would forward the message, someone will contact me with 48 hrs. The next day the rep email my sister, not me & said they received my info & my case was forwarded to another rep, Aaron. Aaron called my sister and the questions he asked her she couldn't answer, she gave him my info and he called left a message. I called back and left a detail message, days passed and no one called. Called the company again, asked to speak to a supervisor and I was told they was
in a meeting and will contact me. I told them that I would report them to the Better Business Bureau if no one contact me. No one as contact as of today or the Better Business Bureau. I just want my floor fixed. I am very disappointed on how this matter is being handle.

Materials not available as promised. Installers not given correct information. Tore up living room and bathroom and broken bathroom toilet valve, causing me to have to turn off water so they could work - they left after tearing up most of carpeting, leaving holes and no flooring in living room, hall and bathroom. I AM DISABLED and this put me in a dangerous situation. Took almost a week for them to return and then they didn't do the bathroom. Refund for undone work never received, though promised. Bathroom still not done. Repeated calls attempting to get work accomplished wasted my time, energy and frustration. NEED REFUND - AND APOLOGY. NOW. If I don't hear something within ten days, I will notify the local TV station.

SEE LETTER SENT MAY 18 TO BOTH LOCAL OFFICE AND HOME OFFICE - NEVER RECEIVED REPLY, REFUND OR APOLOGY.

Kathleen M. Harvey
1018 Brake Road
Lot 41
Elliston, VA

Lumber Liquidators at 366 Apperson Drive, Salem, VA 24153

The flooring and install of my flooring which cost nearly$9000 was not completed to my satisfaction. The first thing they did was put a transition in between the kitchen and living room which is an open concept. They never explained that we needed any transitions, which was the main reason I didn't go with laminate. There's a hump in the master bedroom floor that is completely noticable. I am still under my install warranty and I just received a call from Lumber liquidators and they informed me that I was responsible for the costs of the supplies which are more than$1000 to fix the floor that the installers messed up to begin with.

hello I just want to tell you that this product is garbage it has been down for about a year now and all the but ends ( seams ) are coming apart I have to go around and kick them back tighter I did 2 bed rooms / bathroom / closets / foyer /kitchen and living room with this flooring and I wish I did not what a bunch of crap cost me a few grand now I have to tear it up and put down a new floor

The Modesto CA store arranged to come out and have my house measured. We were told they would contact us shortly with how much it would cost. We never heard another word from them. 3 weeks go by, and we were forced to go to a competitor for our flooring. Fast forward a month and I get a 3rd party collections notice from your store billing me for services I never received! After calling them, they referred me to Kyler who confirmed that they had the wrong number written down. Mind you I didn't get one email, or one piece of mail from your company. He PROMISED me that he would reverse the entire balance due to their screw up, and my credit would be updated. I just got a bill from your company demanding payment for 41.00! Is this how your company operates? This is shady as hell, and I'm going to blast this all over the media. I will never trust your company for anything needed for my home, nor will my friends and family after this.
My account # [protected]. I expect this to be corrected immediately or I will report you to consumer affairs, and I will notify the media. This is shady business practices, and I will not stand still for this!

15 Feb 2017
I purchased the flooring and installation from lumber Liquidators. The flooring was installed approximately one month later after the wood had a chance to acclimate.

27 Dec 2017
I filed a warranty claim due to some boards splintering (25 or so, it is now closer to 50). I was contacted via email relatively quickly assuring me that it would be taken care of promptly.

6 Jan 2018
A third-party inspector came to the house and deemed that there were no environmental issues to cause the problem, no manufacturing issues and no installation issue. The investigation basically said it was magic that the floor was splintering apart. Lumber liquidators deemed it to be an installation issue (I used Lumber liquidator for my install).
Upon removal of some flooring it is evident that it was an installation problem.

23 April 2018
I received an email from lumber liquidators asking if I was satisfied with the repairs. I stated no repairs have been made and the floor continues to get worse and splintering was becoming a real problem. Apologies were made, "I will request a resolution specialist".

No contact for nearly two months.

23 June 2018
The install company called to line things up for the repair to include delivery of materials and a repair date.

12 July 2018
They came to perform the repairs. What happened was they worked for 8 or 9 hours and removed 9 boards in my dining room. They also remove a large amount of my subfloor leaving sharp splinters in the area (around 30 sq. ft). the installers left for what I thought was the evening to return the following day to continue repairs.

24 July 2018
I contacted the installer via email stating my displeasure with the services not provided. Email inserted below.

Good morning,

The installers came 11 days ago to repair the floor. They removed 9 boards and left and has yet to come back. It is splinter hell for my dogs. The sub floor has been severely damaged in the process. After getting the boards up you can see that only about half of the floor is actually bonded to the subflooring due to the poor installation.

At what point will this be fixed?
When will I receive a refund?
What is going on here?

The response same day.

Good day, Mr. Kindt,

I spoke with the installation provider yesterday concerning your current incomplete repair and subfloor damage. He will be bringing in new plywood for the subfloor that is damaged. Unfortunately, that often happens with glued down flooring. He assured me he will be contacting you to schedule the completion of the repair, however, if you do not hear from him by Wednesday, please let me know. I am following up with them right now.

Also, please feel free to reach out to them, Friends Floor Covering, Inc. at [protected].

Michelle Coordinator, Installation Projects
Lumber Liquidators 3000 John Deere Road Toano, VA 23168
800.651.1635 ext. 7783 855.272.6946 fax

26 July - 15 Aug
There were discussions about how difficult the repairs would be due to subfloor damage. I offered a resolution that would save them days of labor by just removing the flooring with the subfloor attached and replace the subfloor. They agreed that it would work better that way and accepted the proposal.
They were scheduled to come back but that was canceled the day before it was scheduled due to personal reasons. Another date was set 23 Aug 2018 and that too was canceled the day before because the installers no longer worked for them.

26 Sept 2018
As of today, they have not been back.

The root cause of the problem is based on the flooring already removed having very little contact between the floor, adhesive and subfloor. The manufacturer states 90% min contact. It is actually closer to 50% contact. The trowel used appears to be incorrect (too little glue so poor contact). 3/16 V trowel used vice 1/4 x 1/4 x 1/4 sq. The used bucket of adhesive supports that claim. The V marks are still present and the floor wasn't rolled to ensure contact.
Due to the large amount of evidence that suggests improper installation by Lumber Liquidator as the root cause of the failures from both the third-party inspection report and the area where repairs were started. The floor should be completely replaced as to not have the issues we are currently having for years to come.

The warranty for installation is one year and my claim was placed at the 9-month point. The flooring material warranty period is my lifetime. That will just get new wood delivered to my home without installation. I have thousands of dollars invested in splintered bamboo due to lumber liquidator's professional installers shoddy workmanship.

The home was ours for only one month and completely empty when the flooring was installed. It was our first major improvement to the home and we were very excited about it.

I observed the first few hours of installation and they seemed to be doing a good job. I am an electrician not a flooring installer. I was concerned about the first few rows going in squarely so the rest of the job would follow those base courses of flooring. I was satisfied with the first rows in the living room so I then went to work and allowed them to work uninterrupted for the remainder of the job. We went back to the house in the evenings to check the progress, to make sure no bad boards were used and no excess glue was left on the walking surface. Neither of those potential problems were observed. We obviously didn't lift any boards to inspect for adhesive contact. Now I wish I had.

We put our trust in this large flooring company and hired their professionals to get a professional quality long lasting installation. What we received was a product that failed in less than a year and repairs that have been promised to be performed for 9 months and left my home with splinters and holes in the subfloor for over two months.

We cannot fully enjoy our home because of this unsightly and dangerous condition. We cannot have friends over that have children due to the hazard. We have to constantly monitor our dog and lock her in a room when we are away from the home so she doesn't get splinters in the pads of her paws again.

I paid for beautiful hassle-free high-quality flooring and I received a huge burdensome headache that actually detracts from our quality of life and beauty of our home.

Please make it right and redo the job in the manner that was contracted.

Buster, the contractor Lumber Liquodator put on our floor install is AWFUL! The floors were install May 11-12! He ordered the wrong transition pieces and the job in Still not finished as of today, May 24. He is an AWFUL communicator! I have had to text him Daily and call the Trussville office as he will not return my calls or texts. This has been going on for 2 weeks! I am appalled at the lack of customer care and the fact that LL allows this kind of service!

Additionally, the measurement from Buster were not correct and we barely had enough flooring even with the recommended extra ordered. He also did not put the felt on the supply list which delayed the job.

To be determined if my floors ever get finished... I'm sure I will have to called the office again for them to track down Buster to get some kind of reply...

I have not received the credits noted below and I'm constantly going back and forth with your Customer care. This is the worst service ever. I'm not sure if your reps just don't read the full emails and answer blindly.

From: Lumber Liquidators Customer Care
Sent: Tuesday, June 6, 2017 5:18 AM
To: [protected]@hotmail.com
Subject: RE: Problems With My Order (LTK121450168999311X)

Reference number: LTK121450168999311X Please use this ticket number in any correspondence with us.
Subject: Problems With My Order
Dear Leticia Vargas,
Thank you for contacting us.
As of 5/25/2017 a refund in the amount of $53.24 was put back to your Master Card.
Please feel free to contact me if you have any additional questions.
Sincerely,
Brandy X9710
Lumber Liquidators, Inc.
[protected]
Lumber Liquidators, Inc

From: Leticia Vargas < >
Subject: Re: Problems With My Order (LTK121450168999311X)

I have not received either credit, when will these be credited back to my credit card or a check mailed?

Thank You

________________________________________
From: Lumber Liquidators Customer Care
Sent: Friday, May 5, 2017 5:26 AM
To: [protected]@hotmail.com
Subject: RE: Problems With My Order (LTK121450168999311X)

Reference number: LTK121450168999311X Please use this ticket number in any correspondence with us.
Subject: Problems With My Order
Dear Leticia Vargas,
Thank you for contacting us.
Yes it does show it was done, the credit invoices you have is the confirmation.
Please feel free to contact me if you have any additional questions.
Sincerely,
Brandy X9710
Lumber Liquidators, Inc.
[protected]
Lumber Liquidators, Inc

From: Leticia Vargas < >
Subject: Problems With My Order/Return (Ticket# LTK121450168999311X)

I returned some items that I had left over today and I was told that I would have to wait for a corporate check for any credit over $50. According to the manager at the store (Store 329), he has submitted the credit for 293.89 & 97.96, can you please make sure this will be processed. This store has dropped the ball too many times and I've had to babysit them constantly.

Credit Invoice Sales Order No. [protected] Ref Order Num. [protected] Total Refund $293.89
Credit Invoice Sales Order No. [protected] Ref Order Num. [protected] Total Refund $97.96

If you need actual copies I can send them to you I just want to make sure it's being taken care of.

Thank You.

My hubby & I purchased some rather pricey solid Hickory wood for our 2nd floor hallway in November 2015. BAD experience from day 1!

LL offered to install it for us initially quoting approx. $600 due to small size of project. When we had them come look at scope and provide written estimate, new quote was over $2, 000 to install! Please note, it took us 4 calls and over a month to get them to come to home for written estimate. Waste of our time all along!) Our measurements of 135 sq feet. were accurate, there was nothing unusual about hallway, just the manager that quoted us $600 "forgot" to mention all the other fees with their installation. TOTAL bait and switch right from the start!

After wasting enough time trying to work with them, we hired our own professionals to install. Given all the wasted time delays, wood was able to sit in our home "acclimating" for over 2 months. Yet, when installers were able to work on project, they ran into numerous problems with wood not fitting at all, said the milling was 2nd rate cuts at best and found many cuts that were not even close to straight! We tossed out all wood that appeared to be causing problems, and purchased 2 additional boxes to complete project (note, only had to purchase 6 boxes originally...this was a 33% defect rate!) Finally completed installation by March 2016.

By early July 2016, we noticed some noises and creaks when walking on floor, even more hours AFTER walking on floor. By the end of July the floor was completely uneven, walking on it was wavy feeling & the noises had gotten almost unbearable. The Pops, cracks and downright loud banging noises would occur hours after someone walked in hallway. We could hear the loud pops from our basement 2 floors down. It actually sounded like a row of firecrackers had been lit up. The wood had buckled completely at every single side joint!

Verified installed right, enough gaps left on every outer edge, proper moisture barrier installed, never cleaned with water, no pets or children in home, no water anywhere near or around our house, windows always shuts with A/C on, hallway hardly even walked on...there was NOTHING that could cause the warping of the wood in our home. Nothing was done incorrectly at installation either...

Reported to Lumber Liquidators as still under warranty. Got complete run around from the start... after 5 calls, was able to filed claim and told they would come out to see hallway. No one ever came out, but they asked me same questions, had me fill out same questions in a form several times, all geared for looking for something to deny my claim on! Weeks later received written letter on results of their "investigation". Rejected our claim saying poor installation as I had not provided them the humidity ratings of our home before installation. Claimed that the home must still be too humid for this wood . Further went on to say that warping and buckling of wood is a natural occurrence of wood that enhances it's beauty!?

Their ONLY guarantee on the wood is that the sell pure crap and their warranty claims WILL be denied. I do not believe this wood was cured or treated correctly. NO wood should buckle at every seam like this, and no other wood in our home has any issues!

LL is TOTAL scammers on every level. I'm not done fighting this fight yet...being denied this claim is nothing short of DESPICABLE.

NOTE..in video I am wearing rubber flip flops.. all noise is wood being lightly tapped.. and it got WORSE after this was taken!

In 2013 we had 3 rooms of wood flooring installed in our house. Two bed rooms and one large family room. The day after installation we had to call them back to fix some boards in the middle of the family room. Things was never the same after that, the board kept coming up we called lumber liquidators out again and they checked the floor they said it was moisture, why did the other floors stay, they are fine. So we lived two years with two holes in the floor with a rug over it till his year we had them ripped up and reinstalled, It costs us 4100.00 to fix our floor. I am so disappointed with this store, they took no responsibility in the flooring. They recommended the guy who did the installation .We had wood floors in our house 6 years before this without any problems.

Since hearing the dangers of laminate flooring from china, I've asked Lumber Liquidators for a letter stating my floors were safe, a kit to have them tested and the specific vendor in China where they were purchased. They have not provided me with any of these request and I see they say they stand behind their products...but the customer assurance on this issue is not there. I feel it is there duty to answer these questions and I encourage anyone who has bought from them to pursue knowing more about their business practice, it is our legal right to know about these products completely, how safe and if any danger is present to know about the dangers in advance.

Finish has failed . Floor installed by an independent contractor recommended by LL in 2007. Complained to LL 1n 2010 . they offered to replace the floor boards but I would be responsible to remove old floor and install new floor. I asked LL to sand and refinish old floor with safe low emission urethane. They refused. I asked Bob Villa for help since it was his show that convinced my wife and I that the Bella Wood prefinished hardwood floor was much more durable and safe from off gassing. He and or his associates have not replied.

The company Lumber Liquidators installed the floor in our house, but after a year, the floor started to fall apart. I took photos and sent them to the manager. He told me that he couldn’t help and asked about some test, which they have done before installation. But I remember that they haven’t done any test. But now it was too late to do it. So, these guys didn’t know their own procedures and mislead customers as well.

I feel bad for the very few good reviews for lumber liquidators. They have just had thier product installed and it looks beautiful. Wait until a little time goes by and it warps or buckles. Lets see then when they are denied any action how happy they will be. LL will find any excuse not to honor the warranty according to other complaints on line. My favorite is humidity. My original flooring in my house was put in in 1934, I believe, and it never warped. I special ordered some oak flooring and it took a month. It arrived and about half way through the first box the wood was warped, all different widths and thickness and some were even chewed up. I told my contractor to do the best he could thinking I would deal with a refund later. Well after 2 months of ignored email, and not returned voice mail calls, they sent me a copy of the instructions which in few small print says that if any wood is installed that is defective they will not pay for anything. Be very aware of these shysters. My contractor had told me that they will find some reason not to pay and he was right. Big companies don't give a d***. There is no denying that the flooring was defective but their way out is to put it in the warranty information. I admit I usually read that after installation since I had read the installation instructions.

Wasted $5000+ dealing with these clowns. Not even sure the installers they sent are even licensed. I don't know how they stay in business seeing as I have never seen any positive comments anywhere. Simple job: replace floor in very small bathroom and install laminate on stairs. Where do I begin to describe the nightmare they created? The bathroom floor is coming up after a week. There are gaps in the stairs, and they creak. Run far away from this company. Would love a total refund but know that is not going to happen. I have to have a plumber come in and reinstall the toilet because the installers messed that up. From what I have read, this company does not care that it has a terrible reputation. I don't expect a resolution but I just want to save anyone else from being ripped off like I was. Five thousand dollars is a lot of money to me, and to lose it like this keeps me awake at night.

We moved into our new home April 07. Bellawood light ash floor with 50 year warranty from Lumber Liquidators was installed just prior to moving in. Last year the floor stated to fail. The softwood grain in the floor is sinking leaving holes and empty spaces in the finish. I contacted Lumber Liquidators in May and started a dialog about this problem. We have been around and around with them on this for 4 months now. Email and on the phone. They say they will get back to me but never do. I contact them again and they apologize and say they will get right on this and get right back to me. They don't. Our contractor that installed the floor has gotten the same results. I am very frustrated and don't know what to do next.
(The floor is not a large area. Living room-kitchen in a cabin)

In 2011, we purchased cork flooring for our new home. We chose from the sample in the Lumber Liquidators (LL) showroom. They displayed flooring with a layer of cork laminated to a wood base. The total depth of the product was about 3/8 to 1/2 of an inch. This is what we were looking for. The finish had a 25 guarantee as well. We ordered flooring for 6 rooms in our home based on this sample. We did not have them do the installation because their nearest location was 50-60 miles from our home in Solvang, CA, and my husband is a contractor whose crew has installed many types of flooring over the years. When the boxes of flooring arrived at our home about one week before move in, the cork finish showed through an opening in the box and it looked as we expected. When they went to install the floor and opened the boxes, we realized that the cork flooring we purchased was just a thin (1/8 in.) thick of cork and was not backed to wood at all. Due to timing, we had to install these floors and they were ugly from day one. I called LL and they refused to send someone out to inspect because we hadn't had them install it and it was "probably installed incorrectly". I also told them that the 25-year finish scuffed permanently if you brushed your foot on it and it looked terrible. They still refused to come out. After 2 years, we replaced the cork in our living room, kitchen, pantry and laundry room with hardwood and we just finished 2 of the bedrooms with a laminate we, thankfully, did not purchase from LL. We are out thousands of dollars because of their deceptive display and refusal to stand behind the products they sell. Incredibly, about 9 months after we purchased the flooring, we went back to their office to check on some flooring for one of my husband's clients and they had the same cork showing it backed to wood on display in their showroom. I told one of the salesmen that I had a problem with this and explained why. He just looked at me blankly and put the sample back on display. I believe LL should reimburse us for the new flooring we had to purchase. There is still one room left to replace and this room will display how horrible this cork flooring is after just 3-1/2 years, let alone 25 years!