Lumber Liquidators
Reviews and Complaints

STAY AWAY from Lumber Liquidator at all cost. Product is low grade and Warranty is a Joke. Bought few hundred sq feet Summer Teak. Almost immediately, gaps starts to form. A professional with 20+ years of experience told me that the flooring has end joints that does not snap very well thus causing the gap. Contacted Lumber Liquidator to file a claim on Warranty. The whole process took about 2 very long months and that's after numerous phone calls and emails. The claim representative never answers emails or phone calls or return voice mails. I had to call customer service then ask for the claim representative just to get through. The representative try to blame on installation at first just by looking at pictures. I pretty much told the representative that that was total BS and there was no way to tell by looking at grainy photos. An inspection was finally ordered. The inspection report was a joke as well. The inspector blame it on the installation and took a few photos selectively to support his claim. I bet he gets kickbacks and I wonder how many inspections actually ruled in favor of the consumer. ANYWAYS...DO NOT MAKE THE MISTAKE OF BUYING FROM LUMBER LIQUIDATOR LIKE i DID AND MANY PEOPLE IN THIS COMPLAINT BOARD.

Recently I purchased a floor from Lumber Liquidators. When I was looking at the floors trying to determine which one to purchase for my newly renovated kitchen, a salesman approached my husband and I. We explained to him that we were looking to purchase a laminate floor for our kitchen. We were looking for a cherry wood but wanted the most durable floor for a kitchen, The salesman showed us a beautiful floor, it was resonably priced. We asked him if it was durable enough for the traffic in the kitchen, and he told us that it was fine for a kitchen. Taking their word for it, we purchased the floor. My parents purchased a floor from them a few months prior and had a great experience with them, so I trusted them.

My husband had installed five laminate floors prior to this one. As soon as the installation started the trouble BEGAN! The lock and groove on the floor was terrible and by far was that hardest floor my husband installed. Once the floor was down we started noticing dents, scratches, and scuffs. The floor wasn't down one day and it looked as if it was down for years. Being that LL made us believe that we had a warranty I called customer Service. They are the absolute worse Customer Service team ever! I called and explained my problem. I explained that I was not happy about being mislead to believe that the floor was adequate enough to be installed in a kitchen. I was told that the warranty only covers sun damage! Are you kidding, SUN DAMAGE? What floor gets ruined from the sun. They also told me that they would send me something that I could apply to floor to hide the scartches. Its been two months and I recieved NOTHING!

I will be writing a letter to the manager and if I get no where with him I am getting an attorney. We work hard for our money and I don't appreciate being mislead to purchase a crappy floor for my kitchen.

After spending close to $10k on our floors, they quickly detoriated to 'cupping' and actually splitting in half! After numerous attempts to lumber Liquidators customer service, I was totally brushed off and they even accused me that I caused the problem! Not the case, I used an installer that the local Austin shop recommended. Their final communication to me was so tasteless. We need to ensure that this company no longer does business. This company must own up to their responsibilities and represent themselves with some dignity. Is there a class action law suit we all can participate?

I ordered flooring in november of 2010 and we are now 3 months into the order and still no product! I have contacted lumber liquidators three times and am told each time that "order times may vary" and to basically just deal with it. Do I have to wait 6 months to a year to recieve an order from these people?

I placed an inquiry last week asking for a full refund or a substantial discount for not receiving the product in a timely manner. I still have received no response.

We purchased approximately $2000 worth of their top of the lime 12mm dream home laminate flooring a couple of months ago for finishing our lower level. We had a highly rated and well respected contractor attempt to install this flooring. The contractor read the installation guide carefully and began the process. After two days of struggling with the flooring the contractor finally gave in and shared the problems with us.

Not only were the pieces not lining up properly they were't locking together in many instances despite numerous techniques and strategies. What's even worse is that of the first 12 boxes he opened, approximately 30 percent of the flooring pieces had blemishes, chips, inconsistent sizing, or other problems.

We contacted our local store and were very quick to blame our contractor for not installing it correctly. We explained what was happening - very carefully and kindly - they basically offered no guidance, sympathy, or assistance whatsoever.

We asked if someone could come and look at the flooring that we had attempted to install and they refused, stating it was not allowed.

So we, along with our contractor's help took blue painters tape, wrote on the tape specifically what was wrong with each piece and packed up over 2 boxes of problem pieces to show the. At the store once again they were quick to blame us before looking at the samples. We tried to be as nice as we could about it to get cooperation.

After practically begging for help and explaining that it was costing us over $600 each day for our contractor's lost time they said they could send in the sample pieces to their headquarters, and that the headquarters would be in contact in a couple of days.

After allowing a few days pass my husband called them. No response. After multiple calls he finally reached someone who said they would send out an independent assessor to our home. The assessor came out and validated our problems. He said he would file the report within 2 days and the headquarters would contact us.

It's now been a week. My husband has called and left 3 messages with our claims adjuster and, just like the other 12 times he tried to reach her, she never answers or calls back. My husband has spoken with a manager, several others at the customer service center and has sought help from our lock (columbus, oh) location. No help. No ownership. And we have no hope of getting this resolved at this point.

We have thousands of dollars of this flooring sitting in boxes in our house - likely that a lot of it is faulty - and no answers, no assistance, and no idea what we can do about it. We have lost time and money as we wait. Yet lumber liquidators does seem to care in the least.

I work in the customer service business and have heard about and experienced poor service in the past. But this has been the worst. We are extremely frustrated and need this to be resolved.

We bought 1600sf Bellawood floor from Lumber Liquidators and installed it in our house. Right after the installation, my family started suffering irritated eyes, skin rash, and burning throat, respiratory stress. Indoor air testing showed the formaldehyde level was above 0.2ppm, which is 25 time higher than the normal level(0.008ppm). We have to move to other place to avoid exposure. The Lumber Liquidators and their insurance company Liberty Mutual kicked the ball back and forth, and made us a homeless for 8 months. I would like to tell other customers of Lumber Liquidators, if you are suffering some respirotary symptoms, check the Formaldehyde level in your house. If you are going to buy products from Lumber Liquidator, please think about my experience.

Thank you Consumers, My wife and I were about to visit Lumber Liq to purchase about 720 Sq. Ft. of new flooring until i read all of these complaints. It's unfortunate that so many of you have been taking advantage of, I hope you find it pleasing to know that we WILL NOT be doing business with LL. We will look into some small family business flooring stores to make our purchase. I hope each of you get your refunds or flooring which you were promised. Thank you !

I spent $4000 at Lumber Liquidators buying a Hickory hardwood floor about 1.5 years ago and had it professionally installed. Soon after the floor was installed it started warping, buckling and the joints split. After spending about 3 months going back and forth with them, taking every step that they recommended for their warranty "process" they will not warranty their product. They even sent out an "independent inspector" who said that the floor was not properly installed and that the floor was out of level 1" in 6'. Both statement are incorrect! This is a $350k house that had a $350k remodel. The only problem with the house was that I purchase LUMBER LIQUIDATOR PRODUCTS!
Dont believe their warranty!

I ordered 1800 SF of Brazilian Teak manufactured by Bellwood for Lumber Liquidators. What a nightmare! Several boxes arrived damaged upon delivery. The delivery person noted on the paperwork boxes were ripped open, damaged and discolored from other boxes. After not hearing from the store about the damaged boxes delivered I called the store directly and spoke with store manager Mike. I expressed my concerns and he assured me the boxes would be fine and I should have no worries about the installation of those boxes. When my installers arrived for the install (after the boxes had acclimated for three weeks) they too pointed out that several boxes looked beat up and odd. I told them I already called the store and they would be fine. They opened those three boxes along with seven others and sorted them by color variation, size, and proceeded with the install. After laying many of the boxes they expressed they were having constant issues with gaps in the boards. They pointed out that the boards had two separate kinds of milling and it was causing major problems. The problem was the actual width of boards were very different and so were the tongues. They suggested I contact the store and let them know so I can return them and reorder new boxes all from the same milling. I called the store and spoke to Ricky. He told me to bring in some sample boards.

The next day I brought in several boards demonstrating the boards varying width and completely different tongues. I could tell Mike the manager did not want to admit that they were from different mills but it was impossible to deny. He would just make comments like " a good installer would know how to deal with something like this" and "They can be altered by your installer to work" I pointed out that would cause additional labor I would have to pay for and I should not have to pay more money to deal with milling issues. He then said that he could send out his own installer (Brian). He said he would be able to make them work just fine. As I had nothing to lose I agreed.

Later that day a woman called and said she spoke to Mike and her company would come by to look at the floors. Several hour later a knock at my door and its a woman "Sarah" She said she was there to look that the floors. I told her I thought a Brian was coming to look at them as he is the installer. She said she was his wife. I showed her the boards and how they were all different. She just seemed oddly quiet. She obviously knew they were messed up but didn't want to say anything other than "don't worry we can fix everything". I pointed out the many rows that would have to get ripped up. She said that the three boxes that were mixed up with the others could be dealt with by "sorting them back out and putting them in the same rows". That sounded fine but she said I would have to remove what was already laid down and also order replacement boxes. She also said they would only glue down the wood. I told her as long as the price was the same that would be fine. She said Mike the manager would probably replace the boxes that caused the issue. I told her I would speak to Mike and let her know. I showed her my current installer invoice (3.00 square foot) and told her as long as she matched that I would go with them. She said she would match my installers and email me the estimate.

The next day the email comes. Guess what? they wanted 2500 more than my current installers. Not only that the glue was an additional 1200 more. So they wanted 3700 more than my current installer! She had the square footage at 3.00 but had the stairs priced out separately and also wanted 1, 000 more to level the floors for glue down process. Obviously I was not going to go with them and she never said the glue material alone would cost so much! I called Mike and said Im just going to go with my installer and lm going to return the unopened boxes and reorder the same thing. I even agreed to upgrade the wood to 3/4 inch thick from 3/8 inch thick since they had the same teak in a smaller width but for a similar price. He said to bring them in and I would reorder them.

After renting a uhual and breaking my back getting the boxes back to the store the manager said that I had ten boxes missing. I told him that three boxes had milling issues which screwed up the other 7 laid down. I told him about how I called when they arrived and was assured they were o.k. I explained yet again that those three boxes installed with the other 7 were mixed and rendered useless and they had to now get ripped up. Mike said he would only credit me for the three boxes that had the wrong milling. He did not want to recognize that those boxes caused the others to be useless.

Trying not to loss my cool I told him I wanted to focus on getting the replacement material (2 1/4 teak) that is listed on the website because its a a similar price. Guess What. The replacement material was not available. The only option he said I had was to pay for an even more expensive (3.25 teak). I told him I didn't even want that as I have a 1915 craftsman and I was not comfortable going with such a large width. Additionally that the cost was more more expensive price per square foot (3500 more!). I already was in the hole 7 boxes he would not credit, installation costs that were wasted, renting a truck for the return, and cost to rip out the crap that was down. Now he was telling me my only option was to pay 3500 more! It was obvious I was getting nowhere with him. He had no compassion to the situation and just seemed to generally not get how I was put in a situation not of my choosing. Lets not forget this entire nightmare was brought about by having different milling mixed in with my order. Since they no longer had any replacement material at similar cost ( 2 1/4) . Even though the website says the do. I requested to just have the unopened boxes I just returned credited to my card. I said I would have to eat the 7 boxes and just order them somewhere else since the only option extended to me was to buy more expensive teak. This SOB had the nerve to tell me that he would "not give me my money back" . He said he "was not convinced it was a milling issue" Are you freaking kidding me! I was just speechless. To think I would have to take the hit on all of this. Its like I had a gun to my head. I told him I since I was left with no alternative I had no choice but to pay an additional 3500.00 and order the teak in 3.25.

I left the store feeling sick to my stomach. Like I had been mugged. Its just sad when you feel so completely taken advantage of and have absolutely no power to make the store take responsibility. All I can do is share my story and let others know of my horrible experience. Hopefully it will make you reconsider and purchase elsewhere. As a realtor I am constantly asked for referrals on everything from kitchen cabinets to floors. I used to always recommend Loews or Home Depot as they guarantee the work and generally my clients were very happy withe them. Looks like I should have taken my own advice. I only went with Lumber Liquidators because the teak they had looked so nice in the store. I will let every client know my experience at Lumber Liquidators. Word of mouth is a powerful thing.

I will let you guys know how the final install goes when the new material arrives.

I ordered 1800 sf of brazilian teak manufactured by bellwood for lumber liquidators. What a nightmare! Several boxes arrived damaged upon delivery. The delivery person noted on the paperwork boxes were ripped open, damaged and discolored from other boxes. After not hearing from the store about the damaged boxes delivered I called the store directly and spoke with store manager mike. I expressed my concerns and he assured me the boxes would be fine and I should have no worries about the installation of those boxes. When my installers arrived for the install (after the boxes had acclimated for three weeks) they too pointed out that several boxes looked beat up and odd. I told them I already called the store and they would be fine. They opened those three boxes along with seven others and sorted them by color variation, size, and proceeded with the install. After laying many of the boxes they expressed they were having constant issues with gaps in the boards. They pointed out that the boards had two separate kinds of milling and it was causing major problems. The problem was the actual width of boards were very different and so were the tongues. They suggested I contact the store and let them know so I can return them and reorder new boxes all from the same milling. I called the store and spoke to ricky. He told me to bring in some sample boards.

The next day I brought in several boards demonstrating the boards varying width and completely different tongues. I could tell mike the manager did not want to admit that they were from different mills but it was impossible to deny. He would just make comments like "a good installer would know how to deal with something like this" and "they can be altered by your installer to work" I pointed out that would cause additional labor I would have to pay for and I should not have to pay more money to deal with milling issues. He then said that he could send out his own installer (brian). He said he would be able to make them work just fine. As I had nothing to lose I agreed.

Later that day a woman called and said she spoke to mike and her company would come by to look at the floors. Several hour later a knock at my door and its a woman "sarah" she said she was there to look that the floors. I told her I thought a brian was coming to look at them as he is the installer. She said she was his wife. I showed her the boards and how they were all different. She just seemed oddly quiet. She obviously knew they were messed up but didn't want to say anything other than "don't worry we can fix everything". I pointed out the many rows that would have to get ripped up. She said that the three boxes that were mixed up with the others could be dealt with by "sorting them back out and putting them in the same rows". That sounded fine but she said I would have to remove what was already laid down and also order replacement boxes. She also said they would only glue down the wood. I told her as long as the price was the same that would be fine. She said mike the manager would probably replace the boxes that caused the issue. I told her I would speak to mike and let her know. I showed her my current installer invoice (3.00 square foot) and told her as long as she matched that I would go with them. She said she would match my installers and email me the estimate.

The next day the email comes. Guess what? They wanted 2500 more than my current installers. Not only that the glue was an additional 1200 more. So they wanted 3700 more than my current installer! She had the square footage at 3.00 but had the stairs priced out separately and also wanted 1, 000 more to level the floors for glue down process. Obviously I was not going to go with them and she never said the glue material alone would cost so much! I called mike and said im just going to go with my installer and lm going to return the unopened boxes and reorder the same thing. I even agreed to upgrade the wood to 3/4 inch thick from 3/8 inch thick since they had the same teak in a smaller width but for a similar price. He said to bring them in and I would reorder them.

After renting a uhual and breaking my back getting the boxes back to the store the manager said that I had ten boxes missing. I told him that three boxes had milling issues which screwed up the other 7 laid down. I told him about how I called when they arrived and was assured they were o.K. I explained yet again that those three boxes installed with the other 7 were mixed and rendered useless and they had to now get ripped up. Mike said he would only credit me for the three boxes that had the wrong milling. He did not want to recognize that those boxes caused the others to be useless.

Trying not to loss my cool I told him I wanted to focus on getting the replacement material (2 1/4 teak) that is listed on the website because its a a similar price. Guess what. The replacement material was not available. The only option he said I had was to pay for an even more expensive (3.25 teak). I told him I didn't even want that as I have a 1915 craftsman and I was not comfortable going with such a large width. Additionally that the cost was more more expensive price per square foot (3500 more!). I already was in the hole 7 boxes he would not credit, installation costs that were wasted, renting a truck for the return, and cost to rip out the crap that was down. Now he was telling me my only option was to pay 3500 more! It was obvious I was getting nowhere with him. He had no compassion to the situation and just seemed to generally not get how I was put in a situation not of my choosing. Lets not forget this entire nightmare was brought about by having different milling mixed in with my order. Since they no longer had any replacement material at similar cost (2 1/4). Even though the website says the do. I requested to just have the unopened boxes I just returned credited to my card. I said I would have to eat the 7 boxes and just order them somewhere else since the only option extended to me was to buy more expensive teak. This sob had the nerve to tell me that he would "not give me my money back". He said he "was not convinced it was a milling issue" are you freaking kidding me! I was just speechless. To think I would have to take the hit on all of this. Its like I had a gun to my head. I told him I since I was left with no alternative I had no choice but to pay an additional 3500.00 and order the teak in 3.25.

I left the store feeling sick to my stomach. Like I had been mugged. Its just sad when you feel so completely taken advantage of and have absolutely no power to make the store take responsibility. All I can do is share my story and let others know of my horrible experience. Hopefully it will make you reconsider and purchase elsewhere. As a realtor I am constantly asked for referrals on everything from kitchen cabinets to floors. I used to always recommend loews or home depot as they guarantee the work and generally my clients were very happy withe them. Looks like I should have taken my own advice. I only went with lumber liquidators because the teak they had looked so nice in the store. I will let every client know my experience at lumber liquidators. Word of mouth is a powerful thing.

I will let you guys know how the final install goes when the new material arrives.

Purchased Nirvana Laminate flooring from Lumber Liquidators in Pittsburgh PA. Once purchased was told all sales were final - no returns. Prior to instaLlation my contractor and myself realized just how inferior this product was. The floor crumbled in my hands with little pressure- but I was stuck - I couldnt return the product! What to do? So I installed it. My daughter dropped a plastic hairbrush and the floor dented and the wood grain covering peeled off. This floor is simply pitiful. I did the right thing and contacted the Customer service office. I then sent a letter with 3 pieces of sample board for their quality team to examine. And then emailed the corporate office to assist in resolving this issue and THEY RESPONDED WITH THE FOLLOWING RESPONSE" I personally examined the samples provided and noted several impact damage marks on the sides of the boards and the samples support the original findings shared with you that the product was not in fact defective, but the care being used to install the product was in question.I see no evidence of manufacturing defects from what we see and the claim the product is defective is unsubstantiated.

My husband and I spent over 7, 000 to put Bella Ash wood floors in our home. We thought they were a reputable company. I was assured of quality work and a good product. I met with their installer an older contractor mr. Parker who seemed knowledgable of his job. A week later two young men arrived at our home and installed the floors. It was my birthday week and I was there for most of the installation. They never took temperture readings of the subfloors or tested for moisture. A week after the insatllation all the floors cupped. After talking to their representative about the issue I was blown off and sent a flyer in the mail of floor inspectors that I had to pay for represented by their company. I never received even a phone call back. We can not sell our home with cupped floors unless we pay to sand them down. It is not a moisture issue like they said as we have had it checked . It is from poor installation and inccompetance of the contractor that they did not make sure the floors were acclamated to the temperture in the house.I will never do business with this company again and will write every newspaper and magazine to make sure people know this company doesnot care about the consumer . Forbes magazine listed them as 2009 best new company I would hope everyone who wrote a complaint about them would contact Forbes magazine about their compaints so others will not be taken advantage of. This is not a good company to work with. Forbes number is [protected] K Slade [protected]@yahoo.com

Bought 1165 feet of Select Brazillian Koa flooring for $4, 700. Had it professionally installed and within a day realized how easily the finish scratched. Just walking on the surface in shoes caused noticable scratches. Moving furniture or operating a wood floor sweeper left visible marks on the wood surface. I spoke to a few employees in person and of course they said a representative would come out to inspect. As usual, the only response I received was a form letter denying any problem (they never would come out to inspect) and telling me how to care for a floor (wow).
I will hire a lawyer to pursue. I would never buy a piece of molding from this irresponsible company. There is a quality issue and by sending me a form letter denying a problem exists only shows that a company like this preys on consumers.

I picked two samples to bring home Maple and Oak both 3/4 thick hardwood. We ordered 1400sq ft of maple and then changed it 2 days later to 900sq ft maple and 500 sq ft oak for different houses. Maple was fine, but when laying the oak the carpenters were having a hard time and asked why we bought 1/2 in. We were shocked and hadn't even looked at the wrapped boxes that had been loaded for us. When I went to question the store they said you take it it's yours. I showed him my only two samples both 3/4 and sample paperwork and he said they never even had the 3/4 in Oak s0 he didn't know where I had got that. But, both samples had the same writings and pricing from that same salesman on the back of the wood. I have over 15 people that would vouch they saw both samples as we were trying to decide and then 2 months later when it arrived and we were having it laid. LL said they never even had that in stock until 2 weeks ago for sample cuttings, so they don't know where that sample with thier handwriting on it came from. It just so happens that they did have now the same sample cuttings in the exact price that was written on my samples and the 1/2, that I never even looked at or was interested in was $1 sq ft cheaper. And we paid the exact price as the 3/4 in. They were so lying to my face and didn't want to even deal with me. We paid by bank cahiers check over $5000 and have no recourse for this as if we would have with a credit card. Why would I pay $1 more per Sq. ft for 1/2 than3/4 and it wasn't even the color of the sample or same manufacturer as the same sample on display now, exact one that I still have. Someone made out with over $500 from this Blaine store and we are ticked! We should have paid by credit card only and looked under the tarp when they loaded it, we trusted them and they scammed us BAD! Also, they gave me their current printed invoice and it now says I bought 1/2 at the same price as the 3/4 is. I bought 900 3/4 in and 500 1/2, but both my samples are for 3/4 in. They are liars!

It has been six weeks since they came in ripped up our carpets, and delivered not one, but three loads of wood that is damaged. They tell us they are going to make good on the poor quality product and don't show. We paid $5.19 a square foot for the lumber, plus installation, now they tell us we have to pay an additional .50 square foot for an upgrade or acceptable product.

Customer Service is rude, make empty promises, and then once you have the product try to sell you an upgrade.

This is being sent to try yet again to get satisfaction and the product I
have paid for back in April of this year. I just phoned Mr. Cicero and was
referred to his voice mail, and have no expectation of any level of service
from this man. I have copies of eleven emails from your customer
service dept. Some say they are taking care of the situation, and others
pretend to not understand the problem. Quite frankly I am appalled at the
level of service I have received from your company. A good faith order was
placed by me in April, which you immeadiately charged to my credit card. I
have never received the item, I have been told it was on back order, I have
been told it was on the way, I have been told it was lost, I have been told
it was resubmitted and was on the way. Back in May I was told it was Fed
Exed and I would receive it the following week, that never happened and when
i asked for the tracking number I never got a response. The last email I
received indicated it had been referred to management. That was on June 4th.
I have still at June 12th received any correspondence from Management and
the product still has NOT been received!

SUBJECT: Where's My Order?

Dear Kevin,

Thank you for contacting us.

I have transferred your email to the management team and someone will
contact you to resolve your situation.

Please contact me if you have any additional questions.

Sincerely,

John Cicero
Customer Care
[protected]
Lumber Liquidators, Inc
3000 John Deere Road
Toano, VA 23168

We purchased $6000 worth of Teak Hardwood. All the reviews of course on their web page were favorable for little waste or problems. When we purchased the 42 boxes we asked how they dealt with problems and they assured us they always took care of their customers. During installation we continually had either cracked or defective wood. When we were finished we had 5 full boxes of defective wood. There warranty instructions say DO NOT INSTALL. We called to take it back. The store we purchased it at said the manager would call us within an hour. No call. Called back next day. Said they wouldn't take it back. Dealt with customer service for over a month. Again they take no responsiblity for their bad wood. Go with your local flooring companies. That was our mistake!