Lumber Liquidators’s earns a 2.1-star rating from 89 reviews, showing that the majority of flooring shoppers are somewhat dissatisfied with their purchases.
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unfair and deceptive practices
I purchased flooring from Lumber Liquidators not knowing anything about home improvement. I was concerned that my preliminary measurements were not accurate and was assured that their vendor would take accurate measurements. The vendor did in fact take accurate measurements, but the amount of flooring sold to me was the amount that I had originally estimated, not the accurate figure. Again, I would have presumed that Lumber Liquidators would have made the adjustment; they sold me ample baseboards. I did not use their vendor for installation since the employee from the vendor's business was not someone I cared to have in my home. I arranged for installation on my own and negotiated a two separate day installation so that I could move furniture as needed. Unfortunately, on the second day of installation it was clear there would not be sufficient flooring. My adult son called our neighborhood store and to see if he could pick up what was needed and they were less than helpful to him. The installers even offered to go pick up the flooring. I immediately sent an email to Tom Sullivan asking for his intervention and in the meantime contacted the Lakewood store myself. The young man told me he didn't have the flooring in stock, but found some in West LA (approximately 30 miles away). I told him I would expect Lumber Liquidators to have the flooring shipped to my home, but he said he would have to charge me $150 and it wouldn't be the same day. He did offer to discount the price by $1.00 per square foot, but I would have to pick-up the flooring the next day, or it might be sold to someone else. An additional email was sent to Tom Sullivan with no response. On the day before Thanksgiving (the worst traffic day in LA) I drove 30 miles each direction (for a total of 5 hours driving time) to pick-up the flooring and here is the deceptive piece: the flooring was on sale to the general public for the same price the young man was giving me for the inconvenience! A further email was sent to Tom Sullivan with this complaint and no response. And dig this, if you buy too much flooring and need to return it they will charge you a 20% restocking fee! I met Lumber Liquidators in small claims court this morning (the People's Court had contacted me about interest in hearing this case, but Lumber Liquidators apparently did not agree) and we'll see what happens since I was not able to tell the whole story. Nevertheless, I have told all of my friends and family members considering home improvement to not use such a disreputable company. I
The complaint has been investigated and resolved to the customer’s satisfaction.
inferior product
am a private investigator working with certain law firms investigating allegations that Lumber Liquidators illegally harvested timber from protected habitats, which we believe was used in the company’s Chinese oak flooring products. These products allegedly include the Virginia Mill Works Co. brand of products such as Cambridge, Coventry, Old World, Tuscany, and Windsor hand-scraped solid oak flooring, among others. In addition, the law firms are continuing their previously-announced investigation into Lumber Liquidator’s alleged use of Chinese sourced flooring products that contained elevated levels of formaldehyde, which would be in violation of state and federal laws. If you have any information regarding these matters, please contact me at [protected] or [protected]@americaninvestigative.com
We bought our living room and kitchen laminate from LL in San Diego and from the get go we had problems. Last night we saw the 60 Minutes program on the Chinese company selling the tainted urea formaldehyde being used in these laminate floors and now are worried about our health and health of our pets. It is hard to believe this product was able to enter the US without being inspected properly. We will be keeping an eye on how the DOJ responds to these allegations and hopefully there will be some accountability.
Don, this is not extortion. LL uses factories from China that use urea formaldehyde and they have been caught red handed shipping product that did not meet the guidelines that American companies must meet. They had product approved and shipped product that did not meet the guidelines.
Formaldehyde is used as the adhesive between the plies of the hardwood and the Chinese could careless whether it is harmful or not. Ever heard of lead in paint from China? There is your clue.
HSS does business in each state as a contractor yet represents themshelves as a lead store.
This way they have no contractual abligations to customer or to their installers.
Lumber liquidators would rather rip off their customers and installers then go to battle for them.
If you are a customer, refuse to pay and you will get a free floor ! That is if you want their crappy floor in your house!
Well, the question remains... Does L.L. flooring (of ANY kind) contain Formaldehyde? I have read review after review and review from L.L. customers who have had fume and smell problems from flooring (especially Bamboo) from L.L.
If I buy the Bamboo product that I was looking at (before reading these reviews) will it contain Formaldehyde or not? If not will you put that in writing and put in writing that if I have any problem with a strong order like this that you will take it back with a full refund?
Thank you,
Tom
warranty denied
Do not even consider buying from lumber liquidators!
I never write about companies, but this company sucks! This has easily been the worst purchase experience I have ever had. There is absolutely no customer service. They sell crap and lie about how well it perform and how great it is. Then when it scratches and dents they refuse to honor their warranty. Their claim of a 50 year warranty is a total lie. The attorney general needs to investigate them for fraud.
The law firm of Berger & Montague, P.C., in Philadelphia is investigating claims for a class action suit against Lumber Liquidators for manufacturing and/or selling flooring with illegal and dangerous levels of formaldehyde. Formaldehyde is a known carcinogen commonly found in composite wood products, such as hardwood flooring. Independent testing conducted at two different IAS certified laboratories revealed formaldehyde levels as high as three and half times the government mandated maximum emission level in Lumber Liquidators’ Mayflower flooring.
If you or someone you know has Lumber Liquidators flooring and is concerned that the flooring may contain dangerous levels of formaldehyde, please contact Kim Walker toll free at [protected] or [protected], or by e-mail: info@bm.net. For more information about our firm, visit our website www.bergermontague.com.
Berger & Montague, P.C., attorneys are licensed to practice law in Pennsylvania, and some of our attorneys are licensed to practice in additional jurisdictions, including New York, Florida, Delaware, New Jersey, Maryland, Washington, D.C., California and Connecticut. Our firm litigates cases in state and federal courts throughout the United States. On occasions where the firm practices in jurisdictions in which one of our attorneys is not licensed, we associate with that court on a "for that case only" basis and/or associate with
locally licensed counsel.
Advertising Material
warranty not honored
We paid over $4000 total with labor to get flooring from Lumber Liquidators.It was supposed to have a thirty year warranty (yeah right).
A year later the floor is garbage. It is full of chips and dents and they won't honor one dime of warranty. We were told in the store about "how high quality this floor is" and "how they use it in there entryways." They lied. We got sold junk.
Lumber liquidators is a scam and a lie. There warranties are not worth the paper they are written on. We went through their entire warranty process and they told us to stick it.
They suck, they suck, they suck.Next time, I'll go to Lowes.
Unfortunately there are no wood floors made with a warranty on scratching and denting... The only flooring product that's guaranteed not to scratch or dent is carpet...
Our neighbors purchased maple flooring for their whole house and it started bubbling within one year . They spoke to manager and they would not honor their warranty AT ALL! Some crazy excuse... We were going to buy our flooring from their until we saw his pickup filled with the NOW scrap lumber from having to take all the BAD flooring out!
I do not know how much you can sue for in small claims court in your state but in my state the limit is $5, 000. I do know that in all 50 states both the one who is making the complaint, and the one who is defending themselves are not aloud to have a lawyer with them. Both parties stand before the Judge and tell their side of the story, and present any documentation that they might have to support their side. Therefore, if you have the warranties that they gave you at the time of the sale, I would think that you should win your case. You do however have to pay a small filing fee up front, but if you win they have to pay that back to you as well as your $4000, and you can claim punitive damages from your $4000 up to the max you can sue for in your state.
floor scratches
I purchased their top of the line laminate floor two years ago. Since it was installed, every type of play toy has scratched the surface. The floor was sold to me as a scratch resistant floor which was very misleading. Even plastic toys with no sharp edges have scratched the surface. Very poor quality. Their customer service department refused to help me out. Even after sending in multiple photos with proof. Very upset and will never use their products again. Possibly thinking of suing them in small claims court to be reimbursed.
The complaint has been investigated and resolved to the customer’s satisfaction.
flooring
Purchased Nirvana Royal Mahogany laminate flooring from Lumber Liquidators. On inspectioon seemed to be a good product, but after installation my dog urinated on it. Even after wipng up shortly afterwards the laminate bubbled. Now will have to replace the whole flooring as I am not satisfied with this product.
The complaint has been investigated and resolved to the customer’s satisfaction.
My husband and I added 2, 000 sq. ft. to our existing house so we purchased some
Golden Oak flooring from Lumber Liquidators on September 2, 2010. They did not have the flooring on site so it would have to be delivered. We did not need the flooring right away so the wait was no problem. However, 1 1/2 months later we got a call from Lumber Liquidators saying that they could not get the wood. After speaking to numerous people at customer care without a resolution we spoke to a supervisor. The 1st supervisor offered for us to pay an additional fee for the flooring to be shipped to the Albany store since they could not get it from their regular supplier. No thanks. After we declined the offer the supervisor said that they would research the matter and get back to us. After about 1 week I decided to contact customer care to see what was the delay in the correspondence. I spoke with Amy another supervisor, I was told that I could choose an inferior flooring GunStock in place of the Golden Oak. We turned down the offer after viewing the GunStock; the wood was red in color and too thin (inferior quality). I called Amy, but she was not available so I left a message stating that the Remington Oak was similar to the Golden Oak, and would they substitute the wood.
She never retuned my call. So I went down to the Albany store and was told by the store manager that Amy sent an email to the store turning down my offer of substitution.
After finding out that my offer was turned down I called customer care and was given Brian's number, Amy's supervisor, however I was unable to speak to him directly so I left a message. After about a few days, I decided to call him back but he was on vacation. So I called and spoke to Carol, who put me on hold and guess what? I was disconnected. Then I called back to customer care and spoke to another supervisor named Holly, who told me that our only option was to pay $445 for the shipping of the Golden Oak, however she was not sure if she would be able to get the Golden Oak since we turned down the first offer to pay shipping costs. The other option was to choose the Gunstock, which was the wrong color and inferior quality. The third option was to get our money back. Today December 22, 2010 I choose to cancel my order (what order!) and get my money back. After all of this, I think that Lumber Liquidators never really had the Golden Oak in the first place, this was a bait and switch deal. This company reminds me of a used car dealership.
Lumber Liquidators customer service is extremely awful. They are a very dishonest company. They have a policy of non-disclosure of material facts. I am extremely dissatisfied with this company. I would NEVER recommend this company to anyone.
Lumber Liquidators, Oklahoma City, OK said to trowel down this Bostiks MVP4 moisture barrier; 5 gals x 2 = 333.98 and it would protect the wood floor from any ground moisture coming through the concrete slab. He promised to put in writing which I did not get. I had reservations about buying solid wood because of problems heard putting this floor on concrete. The sales guy Brandon Banks, assured me there would no problem if I used their moisture barrier. It failed after 2 months and the floors cupped and crowned in 2 places. It had no rained for months the ground was dry. Brenda A Customer Care II Lumber Liquidators, Inc. mailed a packet denying my claim because of slab moisture.
It's remarkable that its the products fault, , and not the fact that their dog is urinating all over their house.. HOUSE TRAIN YOUR DOG, , !
LL Response to Laminate damage resulting from pet urine
We never want to hear of customer being dissatisfied with a product and discuss floor care as part of the sales process. We also inform customers with a product warranty that clearly discloses what is NOT covered as shown below. Read the warranty of other sellers and you'll find NO warranty covers such damage and the occurrence of bubbles is a sign of repeated problems not immediately addressed where acids from the urine are allowed to penetrate into the MDF causing swelling to occur. It's for this exact reason we warn consumers of the need to care for the floor properly to avoid postings for issues beyond the sellers control. Based on where the problem occurred, it is possible to replace the impacted area without removing the entire, but this is best determined by a flooring installing viewing the problem on site. No matter where you source materials this type of damage can occur as it's not specific to products we sell, rather a known condition when spills of this nature get out of control. We suggest keeping an added box of product extra for this type of minor repair.
WHAT’S NOT COVERED
Moisture (or Lack of Moisture): Damages caused by moisture (such as leaking pipes, spills, wet mopping, pets, relative humidity, subfloor moisture, etc.) are excluded. Moisture (and dryness) can cause issues such as cupping, crowning, warping, buckling, peeling, seam swelling, twisting, delaminating, or gapping.
I grew up a Home Builders son, there is not much you can advise me on. I know concrete work, dirt grades, codes all the way up to shingles. I install ceramic tile, CVT, Vinyl sheet, Formica laminates, among other remolding work. I hold an IIRC certification in Water Damage Restoration and school trained in Mold Remediation before there was a certification. . And yes my house has gutters, is on a hill with no surrounding water. The store manager sold this product with his personal guarantee to keep out slab moisture after I voiced and questioned this problem. If you want to fully understand who I am, You should have my address, plus google will let you look at my gutters. I will continue to advise as often as I can about misrepresentation of your product.
LL RESPONSE
We never like to see this happen, but the products designed to work properly guarding against moisture when applied properly to the specifications outlined by the manufacturer. You must use the proper trowel applied the right thickness, but this cannot occur until you've tested the moisture content. What was the moisture content of your floors before you applied the product? What type of test did you use? The store will sell you the right product, but they never know the full scope of your project and tit's the consumers responsibility to read the application instructions to FULLY understand whether the stores assumptions as to what's needed for most applications is proper for your specific homes conditions. Do you have gutters funneling water away from your home? What is the outside grade.. sloping away or towards your home? Recently poured concrete? The need here is to fully understand what your projects needs are before buying as this will happen no matter where you shop if you don't understand the scope of your specific applications needs. No manufacturer guards against this problem and big box store complaints for this exact problem are found under the manufactures name, not the big box store names. We regret to hear this happened and this is a tough way to learn about remodeling projects challenges after a failures already occurred. Both suppliers are reputable with great products when applied properly under ideal conditions.
3/8 x 3 Select Brazil Mesquite Bellawood 50 yr prefinish
Divad, If I didn't know better I'd say we purchased the same defective floor from L.L. Our floor buckled 6 days after install Dec. 22, 2010. Was your floor Bellawood, Braziian Redwood? Definitely looks like same floor from your photos! We too were also told moisture barrier would prevent moisture coming up through concrete slab, & to use 2 in 1 Adhesive Mapei 995 @ $230.00 x 2, 5 Gal. pail $460.00 by L.L. per store employees. Customer care also denied our claim. All too familiar isn't it? Please let us know what wood floor product you purchased. ctnottl@sutterhealth.org. Thank you.
We ended up finding her an alternative product that she was very pleased with, so while this was not a good situation to start, I called her upon my return from time off and we reached a solid and agreeable solution earning her 100% satisfaction. We made no conditions as the result of the solution for her to remove the posting, and it highlights the fact that sometimes a situation does not go well and company's are willing to do what they can to make it right - often with success, but sometimes falling short - We reached out and gained satisfaction and made a customer happy.
returns
Purchased 2000 sq ft of hardwood flooring, followed all recomended timelines in lead time for ordering, acclimation time etc finished job 33 days after picking up product and had 163 sq ft left. Company policy is to charge 20% restocking fee. I think this is unfair since they tell you there is 5% waste so you order extra and then when the wast is less, the 20% penalty
Restocking fees are pretty normal nowadays... Lumber Liquidators isn't likely to find another customer for 163 sq.ft. of hardwood.
You should hold on to a few planks anyways for repairs or damage that happens over the years.
It is always better to order a little too much than not enough.
do buy from them the do not disclose properly
We stopped by Lumber Liquidators to find hardwood. When we were talking to the Sales person we voiced we wanted the best Brazilian Cherry and he said we were in luck it was on Sale. We purchased the flooring and two days later my husband picked it up. We purchased enough for 2 rooms. After 1 room was completed we found 50 percent of the boards were bad. In...
Read full review of Lumber Liquidators and 3 commentscustomer service
I bought $2000.00 worth of flooring and they didn't have the bull nose in stock so they ordered it from another store. I paid for 2-3 day fedex delivery and a week later it is not here. I have called the store 4 times to have them check on the shipment and 3 times they were too busy to help me and the last time they didn't even bother to answer. They weren't too busy to take my money, but they are to busy to talk to me. After reading some of these complaints, I think lumber liquidators is not a very well managed company. I am sure the corporate officers are aware of this however.
We apologize for the service at the store. Joel is the manager and this location can become extremely busy with spikes in service and we know this can have a negative impact on customers dialing into the store. I'm happy to report we are looking at other routing processes to serve customers when the store runs into busy periods, but as you noted we're not there yet and its possible to have difficulty calling inot the store. On your invoice we list the Customer Service number and we have folks ready to help and our team handles these types of issues for the store for immediate service. Call [protected] and a friendly and professional representative can serve you!
just say no to lumber liquidators
Bought bamboo flooring from Lumber Liquidators. First and last time doing business with them. Not happy with quality of product (it seems a lot flimsier than sample was shown in store). But what’s really got me is their customer service – particularly their return policy. I was told that I could return unused boxes of flooring.
I had 4 unopened boxes (still shrink wrapped in plastic) after contractor finished laying floor. Lumber Liquidators would not take back – even though in pristine condition. Said had 30 day return policy and I was past that. I don’t doubt that in the fine print of the many papers I had to sign it said that – but it was never told to me by salesperson – and that seems like a major point to me worthy of saying in a discussion about bring back boxes not used. I don’t have a legal leg to stand on – but I will never do business with them again and I urge you (as I urge family and friends) not to do business with them either. They are rotten.
Guided my friend and customer to LL. Never again. We installed Brazilian Koa and was told it was the hardest and most resilient finish. My butt. Scratches and dents easily. You might as well carpet over the whole thing to protect. We had rosin paper on the floor when we rolled his refrigerator into place and It made an indentation the whole way. I agree with a previous post stating you have to treat it like an antique and tip toe on it. What a joke. I'm being blamed for this. Don't ever never purchase this product or shop at LL!
Wish I had this information before hands. I purchased flooring as well from them. I asked if they'd take the unused portions back and the salesman assured me that they would take what ever unopened boxes I had left. I also purchased floor barrier which from the website stated I did not need...but the store I bought my flooring from encouraged the purchase as necessary for the warranty. They would not take the 12 rolls back because it was over 30 days. I plainly told the salesman I was going to pay for the flooring and then have it installed at a later time as we were remodeling...no problem. Well I also purchased threshold pieces...guess what...my flooring is over 1/2 in thick and my threshold is about 1/4 inches shorter of the needed threshold . Yep...the floor is nice...I hope it holds up but warranty or no...they aren't customer friendly or concerned about customer satisfaction because most of the time the purchase is for a life time/one time purchase.
bad product/bad quality
I purchased 450 sq ft of the 50 year prefinished Bellawood Brazilian Teak flooring. Paid to have it installed in my kitchen and dining room. I let the wood sit for four weeks prior to installation. It has been a year and now the wood is separating/shrinking and warping sideways creating huge gaps. Will try to recap my money legally I suppose. When I called and complained about the quality they offered me a $250 credit towards the purchase of more of their hardwood. Seriously...So, I purchased Brazilian Teak from another manufacturer, cheaper, better quality, that buts right up against the LL hardwood and it is like night and day. Bob Villa should be ashamed of himself for endorsing this product.
The complaint has been investigated and resolved to the customer’s satisfaction.
LL RESPONSE TO TEAK ISSUE:
Wood will react to the environment if not installed properly, or regulated as instructions state within the warranty / installation instructions. Given the fact you mention one product performing well compared to the installed BW flooring, this would suggest the installation failed meaning proper steps were not followed to protect the product from moisture intrusion. When you fully understand how wood floors work, you understand the appearance of this type of issue is NOT the wood, it's the method of installation. The postings more appropriately addressed towards the installer, not the seller of the wood. The offer of a credit would have been a courtesy based on the issue, not a solution to your problem as we do not pay for installer errors, but there are occasions where we try to help a customer as in this case. The funds were to be used to help the installer FIX his mistake, not remedy the floor by replacing all 450 sq ft. Go to our company website and view the Customer Care page, specifically FLOORING 101. This is where you'll find the answers and illustrations that show what happens when you hire poor contractors who do not know how to properly install the floor, or that fail to read the instructions supporting the product warranty. Sorry to hear this happened as we never want to see a floor experience this type of failure. Your comparison from a visual perspective makes sense, but it's not a good representation of our product compared to another and shows how important it is to have the installation instructions followed to the letter.
they are thieves and fraudulent, don't buy from them
I purchased flooring from Lumber Liquidators on 4/21/11. I waited a couple of days to put it down. As I was putting it down over half the product was no good and the floor was falling apart. They would only exchange the wood still in boxes so I returned over half the flooring. I purchased a different floor that I was told would have a lot of defective pieces, but that since I needed 420 sqft and I was purchasing 485 sqft I would have enough to make it work. When I got home and organized the wood, each package was missing pieces so I was only given about 380 sqft and about 30 sqft of it was a different product that they had put the correct flooring on each side so it looked correct. So I only received about 350 sqft of what I ordered and paid for 485 sqft. Of the 350, only about 100-150 sqft was usable. The company refuses to honor the product or give me my money back. They are thieves and fraudulent. Don't buy from them!
My complaint is with an employee at the sotre in Johnson City NY # 1246. 1st time in the store no problems very helpful. Than I became receiving phone calls about sales that was up comimg. (about the product I was interested in) Again really no problem but finally received a call about BIG sale going on for a short time I would need to come up (1:45 min drive) by the end of the weekend to get my product at a reduce rate. Once at the store the product we wanted was not even on sale at all. So we did pick out our flooring ( Morning Star Bamboo) nail down. I had been told the 1st time at the store the product I thought I wanted click and lock floating floor would need a padding ok no problem. Once we choose the nail down was 1st told we did not need the padding but once we had decided on the color all of a sudden oh no we did need padding. So I drive back up a week later and pick up flooring and padding. Than we hired a person to install our flooring (who by the way installs for LL and does it a little cheaper when you go thru him in person and not the store). Once at our home his 1st question was why did we buy the padding when we had a solid subfloor. Told him they said even with our subfloor we needed the padding. He said no way did we need it. We took the padding back yesterday. Once in the store never were we asked if everything was ok with out floors or we like them. I ask the saleperson why I was sold the padding and he said because you needed it. Told him what we were told by the installer and all we got was well you can have or not have it. Like having a sole on your shoe or not. Not friendly in any way. You can bet I came home and called 4 friends who seen our floor and love it about how we were treated. So that is 5 customers I know you have loss. So guys y'all need more training on customer service or you will find word of mouth is your worst friend.
I have to comment: LL this is not true... I was mislead by the sales staff. The disclaimer that was brought to my attention, was a small letter sentence in a 10 page document that was shoved in front of me to sign. Since no one is willing to help with the situation I believe what the person is saying. I will until the the I die not recommend Lumber Liquidators to anyone and I will write complains and show everyone the horrible flooring I was sold after asking for the best they had.
LL Response to the Haywoods complaint:
The purchase involves a liquidation item clearly marked as such with a disclaimer that states: "The item has been discounted becuase it did not pass our product inspection. It may have defects including, but not limited to, splits, misgrading, unfinished areas, rough finish and so on- THIS PRODUCT IS SOLD AS IS with No returns, cancellations, or warranties" The claims made here by the consumer are a matter of hear-say and LL only addresses facts when investigating such claims. The FACT here is that LL fully disclosed the material before purchase and the best advice we can give is to purchase a product with a warranty if quality is of concern, otherwise buying a close out liquidated item as they did, we retain a signed copy of their acceptance of the material SOLD AS IS, on file and they had every right to choose somethign else, but purchased this for the low price. If you want quality, don't shop for liquidated items as we have tons of brand new in the box items will warranties up to 100 years for instance when buying Bellawood. Sorry you remain unhappy, but our position here remains unchanged as we addressed this with you many months ago.
splintering and slivering
We purchased 460 sq feet of Bellawood, red oak prefinished from Lumber Liquadators in fall of 2011. We chose this product because of the reputation we believed it had. We have never been so unhappy with a product or company in our lives. We did everything LL said to do. We let the wood acclimate for a week before installing was done by a professional team recommended by LL. Once the floor was laid and I went to clean it, I found my socks catching on slivers along the edges of the newly laid floor. As we took a closer look we found manufacturing defects all over the floor that you could tell were not from the installation. The installers were nice enough to return and had to replace about 20% of the floor with new boards. Then we contacted LL with our issues and concerns and have had a nightmare trying to get them to take ownership with the problem. They sent an inspector after we kept asking them, and they sent someone that did not even understand hardwood flooring is installed. We had a new box from the same lot that had never been opened and wanted him to look at those, but he said no. If you hear the name Lumber Liquidators or Bellawood, RUN... to any other store. They do not back up there product or customer.
wrong product, bad customer service
We’re concerned that our grievance with Lumber Liquidators will get lost among the sea of complaints posted about this truly awful corporation, but if we can head off even one similar interaction it will have save someone grief, and cost LL money. We waited months for a response from them regarding the condition of our hardwood flooring, and the splitting...
can't get wood
My husband and I purchased some flooring from Lumber Liquidators. They did not have the flooring on site so it would have to be delivered. However, 2 months later we got a call from Lumber Liquidators saying that they could not get the wood. After speaking to numerous people at customer care without a resolution we spoke to a supervisor, who offered a bait and switch kinda deal. No thanks! So I called and spoke to Carol, who put me on hold and guess what? I was disconnected. After all of this, I think that Lumber Liquidators never really had the Golden Oak in the first place, this was a bait and switch deal. Lumber Liquidators customer service is extremely awful. I am extremely dissatisfied with this company. I would NEVER recommend this company to anyone.
we are experiencing the same problem with Lumber Liquidators, and have been walking on a partially finished floor for months. Wood ordered in October, it is now Dec. 29th, and this is still not resolved--no response from our assigned customer care specialist, and have called and email three times today alone! If someone from lumber liquidators is monitoring this board, and wishes to assist in resolving, I would love to hear from them...
LL Response:
Thank you for sharing these concerns. We never want to hear about a negative situation, but we can learn from this and wish to point out a few important facts. We do not guarantee specific delivery dates and all dates are estimates, but in regards to Oak supply we do have material so it would take more information about your purchase to understand what the issue was and possible receipt dates compared to supply. The offer to switch to another product was most likely to help expedite your order to complete your project, but we have no issue cancelling the order and the offer was not a bait and switch situation. The fact that you did not receive a call more frequently from the store with updates is a problem and I will address this width the Regional Directors of stores for a general reminder to all stores to stay in contact with customers with orders in queue. We have no one by the name of Carol in Customer Service, or the Corp Sales team, so I can't speak to what was or was not shared with you. Obviously this did not go well and we apologize for the experience. I'll take action to inform the people necessary to avoid duplicating this problem. We're sorry if this caused you any delays and regret to hear this happened.
scam
I purchased (first quality “not seconds”/”odd lot”) engineered flooring on 4/14/2011. My credit card was charged in full on that same day and there was no indication that the product was out of stock. I came to learn that they did not have the product to ship yet, still charge the credit card and they fraudulently did not communicate that to me. I was never alerted when it was shipped to the store. It was only after yet another complaint that I found out 6 weeks after my purchase that it had finally shipped to the store.
There was no statement or communication that it was not in stock or that they would not be shipping the product. I checked my status on the website repeatedly and it read “Partially Processed.” I routinely complained and asked when I would receive shipment since they had already charged my credit card in full. Of course I could not cancel my order because they had already charged my card. Next, we picked up our order at the store and when we complained that the box looked like “odd lot” pieces, was not full nor looked like 30 square feet, we were told, “what do you expect this is not Home Depot.”
After loading the wood and driving 40 minutes back home, then unloading the wood, we opened the first box. Piece after piece was clearly marked by the manufacturer inspector as rejects. The manufacturer had marked a large “c” and long lines on each piece of wood noting the many defects. These included holes, large gashes, uneven coloring and mismatching grooves. I immediately called and demanded a refund. I was told this is normal and to open the second box, which of course had the same clearly marked inspection rejects. I called again and demanded a refund and advised them to pick up this wood immediately.
I am still arguing with a very highly trained Customer Service Staff who are scripted to change the subject and state that it is your fault and manufacturer rejects are what is to be expected. Customer Service provides no assistance in resolving the complaint. In fact, they lie and you end up wasting even more time as they try to blame you. I now realize I am not going to get anywhere with them. They are trained NOT to process your claim and delay the matter so that after 30 days and you prove you have defective products, they can charge you a 20% restock fee.
THE INVOICE YOU RECEIVE AT PICKUP LITERALLY ABSOLVES THEM FROM ANYTHING AND EVERYTHING. I have wasted so much time since 4/14/2011 on this fraudulent company. They should not be allowed to do business as is documented by all the complaints on the web. I am going to the Attorney General next to demand they take action against this nationwide company who markets on the web, mails catalogs and fliers to your home and also employs salesman to call you.
Lumber Liquidators finally got back with us and said they will take care of this.
Due to the possibility of excessive Formeldlhyde in our newly purchased wood floor, we opted to take the offer of a refund for flooring purchased. We have been given the run-a-round and the customer care dept of Lumber Liquidators will not give an estimated date for the refund. We have being going round and around on testing the floor and the refund since march 2015. Is it unreasonable to ask when we can expect the refund ? You can talk to the nice people on the phone and they say they will return your call, but they don't. I will not refer this company to any of my friends or family as they don't seem to be reliable and care.
I am a manager for LL and have been for 11 yrs. I don't kow of any manager in the company that are callous like that toward customers. We store managers, as anyone in the industry, are the liasion between the consumer and the product and sometime things go wrong. Anything that is bought at my store and our customers are not satisfied we offer a refund or an exchange, even if the fine print says otherwise.
does not hold up in a kitchen
This is an old complaint but consumers should know that some of the wood flooring that they sell for kitchen use does not hold up and they have a terrible customer service department that will not look at damage to offer assistance. We spent thousands of dollars on flooring (Brazilian cherry) and it does not hold up for kitchen use. They suggested, without seeing it, that it happened from "heavy equipment, dogs, heels and a multitude of tiny print that appears in their 50 year warranty." Whatever they coat their wood with does not protect it from normal use in a kitchen. We are in our 60's, clean our floors with swiffers, do not wear heels and have 2 tiny dogs. The floor pitted, a piece of wood on one slat actually came off and I had to glue it back down and scratched and all they could do was offer me first a box of the same flooring and then $250. I did not want their money, I wanted a representative to look at my floor and see and suggest what happened and not assume what happened. They even suggestedit was my installer's fault but he installed the living room floor where there is no problem. I reported them to BBB and this did nothing, I wrote to Bob Villa who recommends this company and nothing. Email after email and still they would not come look at the floor. Very unhappy with this flooring in my kitchen and it should not be sold for kitchen use. It is in my living room and is perfect and those same dogs walk in there too. I planned on suing them but the expense was not worth the aggravation and I turned down their $250 "keep quiet" offer.
The complaint has been investigated and resolved to the customer’s satisfaction.
LL Response:
Wood flooring can be used in most homes within any room, however it should be noted when installing in a kitchen area that when you drop utensils, pans, can goods and other pointed or heavy objects you run the risk of damage not covered by the warranty. LL pointed out the warranty to you which states the same, and also advises customers to avoid pooling water and other use in the kitchen that can be harmful to the floor. Our good faith gesture of $250 was an attempt to help recognize your dissatisfaction compared to what you spent shopping with us, but in the end this was a matter of your use of the floor considered wear and tear. Not unlike any other manufacturers or sellers, this type of damage is not a covered situation so we appreciate you educating others so they can avoid this type of frustrating experience. No matter where you shop for flooring, if you fail to follow the product warranty you place yourself at risk of a bad experience from failing to adhere to care instructions. We're sorry to hear this happened and offered up solutions to help you, but as you stated there's nothing wrong with the same flooring installed in the living room so this is a "use issue" and we do not inspect this type of issue for that exact reason. Please take more care when using kitchen utensils etc for a better experience.
defective product, poor customer service
Buyer Beware! Defective Products, Worst Customer Service, Fraudulent Actions and Charges. I purchased (first quality “not seconds”/”odd lot”) engineered flooring on 4/14/2011. My credit card was charged in full on that same day. They did not have the product to ship yet they fraudulently did not communicate that to me. I was never alerted when it was shipped to the store. It was only after yet another complaint that I found out 6 weeks after my purchase that it had finally shipped to the store. There was no statement or communication that it was not in stock or that they would not be shipping the product. I checked my status on the website repeatedly and it read “Partially Processed.” I routinely complained and asked when I would receive shipment since they had already charged my credit card in full. Of course I could not cancel my order because they had already charged my card.
Next, we picked up our order at the store and when we complained that the box looked like “odd lot” pieces, was not full nor looked like 30 square feet, we were told, “what do you expect this is not Home Depot.” After loading the wood and driving 40 minutes back home, unloading the wood, we opened the first box. Piece after piece was clearly marked by the manufacturer inspector as rejects. The manufacturer had marked a large “c” and long lines on each piece of wood noting the many defects. These included holes, large gashes, uneven coloring and mismatching grooves. I immediately called and demanded a refund. I was told this is normal and to open the second box, which of course had the same clearly marked inspection rejects. I called again and demanded a refund and advised them to pick up this wood immediately. I am still arguing with a very highly trained Customer Service Staff who are scripted to change the subject and state that it is your fault and manufacturer rejects are what is to be expected. Customer Service provides no assistance in resolving the complaint. In fact, they lie and you end up wasting even more time as they try to blame you. I now realize I am not going to get anywhere with them. They are trained NOT to process your claim and delay the matter so that after 30 days and you prove you have defective products, they can charge you a 20% restock fee.
THE INVOICE YOU RECEIVE AT PICKUP LITERALLY ABSOLVES THEM FROM ANYTHING AND EVERYTHING.
I have wasted so much time since 4/14/2011 on this fraudulent company. They should not be allowed to do business as is documented by all the complaints on the web. I am going to the Attorney General next to demand they take action against this nationwide company who markets on the web, mails catalogs and fliers to your home and also employs salesman to call you.
The complaint has been investigated and resolved to the customer’s satisfaction.
I, too, was lured into Lumber Liquidators by their advertised low prices. It proved a costly mistake. The laminate had a near non-existant locking mechanism on the ends. When I went in to purchase, they only show you samples which only have the side joints showing. After installing two rows of this crap, most end joints had broken free.
I returned this junk and was charged a 20% restocking fee which really upset me although replacing the floor in a couple of years would have been much worse.
Please don't be tempted by the low price. I'm really upset with myself since I should have known better.
deceptive sales practices
The sales representative at the store indicated that they would accept returns on excess sale material as long as it was still in the box and in good shape. After I finished the project, which looks good, I returned an unopened box only to be told by the asst store manager that they do not accept returns on sale items, or laminate flooring at all. He acknowledged that the original sales representative had lied about the return policy, but he refused to offer anything but store credit, which will not do me any good because I will not do business with this dishonest company again.
The complaint has been investigated and resolved to the customer’s satisfaction.
We bought the dream hose hickory flooring looked beautiful until we moved furniture on it and it popped up! When laying it the cheap cardboard locking system kept coming off in 2 inch pieces. Now when you walk on it horrible sounds as it goes back down. LL floor stated it was faulty install.We had a general contractor come over and re do kitchen with new boards and it popped. The jokes on them after being treated so badly my G contractor will not use nor will we with Our rental properties.We will tell everyone about this 2 friends saw it before we moved in furniture were going there and now they went with another company!
My wife picked out the hardwood floor she really liked, but had concerns about scratching. The salesman told her that a small dog would not hurt it, so $4000.00 later and one month later we have to look at our mistake every day.The store manager gave us a free bottle of scratch away which does nothing. FYI don't trust the sales people, I know I won't!
LL Response:
If the store agreed to accept the return at the time of purchase the complaint makes sense and we apologize if this was not honored. The store would advise you to keep one or two extra boxes for repairs as standard practice when making a flooring purchase. Contact Customer Care using the number on your invoice and we'll pay you to keep the box, or you can donate it to Habitat for Humanity. Keep in mind if all you have left is a single box, you should keep this box in the event you need to conduct a minor repair in the future - You'll be glad you kept the box! It may be difficult to match the material as product lines change, so my best advice would be to keep it as we recommend, otherwise call us and we'll make it right!
inferior product/not honoring warranty
Complaint Description:
On July 9 2009, I purchased Schon Quic Clic Carbonized Strand Bamboo flooring from Lumber Liquidators (LLI) for $5000. Installation was $2000. After months of comparative shopping, the sales rep had convinced me that this was the best product for high rise living. It was 10X stronger than the teak wood I had previously decided upon, it installed well over concrete floors and it had a 30 year warranty. I asked if there was any problem installing it during the summer, due to the extreme weather and was told that I only needed to have the wood delivered 3 days before installation so that it could acclimate. When I inquired whether I needed to have the air conditioning on or off, I was specifically informed that the product worked well in a wide range of temperatures. Within 18 months, the surface of the bamboo flooring began to raise and crack on 40% of the installation. I called LLI and there acted very concerned. I mailed then a disclosure statement and photos on January 5, 2011. They sent an independent inspector from All Flooring Inspections, who noted the cracking throughout my home, including on the extra wood, still in the original packaging, which had not been installed. LLI sent me a letter on March 2, which states, "Cracking is indicative of the wood reacting to its environment. Future cracking can be managed by maintaining correct environmental controls. Temperature should be maintained at 60º to 80º and humidity 35% to 55% during installation and throughout the life of the floor." This is what is stated on the Schon warranty, which LLI sent with their letter. LLI also states that they "will take no additional action regarding this matter as this is not a warrantable claim." When this product was recommended to me for my condo, I was specifically told how well it would work in a high rise. Even if I were never to open my windows or the door to my balcony, it is impossible to control the temperature in a high rise, much less the humidity, because there are vents in the kitchen and bathrooms that circulate the air throughout the building. During the winter when the heat is on, the humidity is much less than 35%. In the summer, the average relative humidity in Chicago is more than 70%. If the conditions of the warranty can never be met in Chicago, should the sales rep suggest this product and tell you that it is a better choice than wood? Hoping to spread the word to prevent others from making the same mistake.
The complaint has been investigated and resolved to the customer’s satisfaction.
LL Response:
We're never happy to hear a customer relay such a frustrating story about their purchase. Based on the information provided I beleive I located the claim and pulled the inspection conclusion as seen below. The inspector noted the product moisture content was 3% avg, and interior humidity was 16% - extremely dry for both measurements. You can install a product like this in a high rise, just incorporate the use of an humidifier as most do to regulate temperature and RH levels. It's for this reason there's not MANY postings and issues identical to yours listed, but you can still limit the impact of this condition by adding a humidifier as soon as possible. This need is covered within the warranty and installaiton instructions as a consumer responsibility to protect the product. Sorry to hear about this problem and we can help you by calling Customer Care, or visitring our site for more details and information on flooring care.
ENVIRONMENTAL ISSUES ON JOB SITE
Given the field inspector's report findings, the problem causes stated above, and further research
conducted with the technical department of the National Wood Flooring Association, All Flooring
Inspections finds that this customer's concerns are the result of environmental conditions on the job
site.
Please refer to the Problem Causes portion of this report for other job site related issues found during
this investigation.
INSTALLATION RELATED ISSUES
There are none.
Please refer to attached job site photographs for your review.
MANUFACTURING RELATED ISSUES
No manufacturing deficiencies were found in this Schon bamboo floor.
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Lumber Liquidators phone numbers+1 (800) 366-4204+1 (800) 366-4204Click up if you have successfully reached Lumber Liquidators by calling +1 (800) 366-4204 phone number 0 0 users reported that they have successfully reached Lumber Liquidators by calling +1 (800) 366-4204 phone number Click down if you have unsuccessfully reached Lumber Liquidators by calling +1 (800) 366-4204 phone number 0 0 users reported that they have UNsuccessfully reached Lumber Liquidators by calling +1 (800) 366-4204 phone numberCustomer Service+1 (800) 476-0007+1 (800) 476-0007Click up if you have successfully reached Lumber Liquidators by calling +1 (800) 476-0007 phone number 0 0 users reported that they have successfully reached Lumber Liquidators by calling +1 (800) 476-0007 phone number Click down if you have unsuccessfully reached Lumber Liquidators by calling +1 (800) 476-0007 phone number 0 0 users reported that they have UNsuccessfully reached Lumber Liquidators by calling +1 (800) 476-0007 phone numberSales+1 (757) 566-7546+1 (757) 566-7546Click up if you have successfully reached Lumber Liquidators by calling +1 (757) 566-7546 phone number 0 0 users reported that they have successfully reached Lumber Liquidators by calling +1 (757) 566-7546 phone number Click down if you have unsuccessfully reached Lumber Liquidators by calling +1 (757) 566-7546 phone number 0 0 users reported that they have UNsuccessfully reached Lumber Liquidators by calling +1 (757) 566-7546 phone number
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Lumber Liquidators emailssupport@lumberliquidators.com100%Confidence score: 100%Supportoptout@lumberliquidators.com92%Confidence score: 92%customercare@lumberliquidators.com91%Confidence score: 91%support
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Lumber Liquidators address3000 John Deere Rd, Toano, Virginia, 23168, United States
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I wish I had read the complaints before I
Purchased the bamboo morning star floor. It has been nothing but
A pain in the neck. There is not 1 person in this
Company that knows about flooring. I am in the process of
Getting an independent opinion on the formaldehyde on this product. Several phone calls talking with several people all telling me I should be calling this numb
Bc they are the "install process" u need to talk to product process who tell me I need to talk to joe blow, ect ect ect. Still awaiting the "dispute form with pictures" which will advise me if I have a floor to stand as it shrinks or if the formaldehyde will kill me first