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 lawsuit we all can participate?
Company Response 01/21/2011: Cupping issues are noted on our Customer Care website under FAQ number 4 as follows:
Why does my floor look wavy / why is it buckling?
A wavy or washboard looking floor indicates a condition called cupping. Cupping is caused by a moisture imbalance between the bottom and top of the boards. Even modest amounts of moisture intrusion will cause board edges to swell, which will be seen as cupping. Buckling is caused by the boards gaining moisture and expanding without a proper expansion space thereby causing the boards to "tent." Both conditions are site related or evidence of improper installation
Our processes do not allow customers to be "brushed off". Whether you spent $10 or $10,000 on flooring does not matter when it comes to cupping issues and the fact that you hired a professional installer would suggest this posting should be directed to the installer, not LL. The product was not at fault and the recommendations provided are never presented in a "tasteless" manner. If the products defective in any way we'll never hesitate to hold a manufacturer accountable, but you can bet we're not going to fork over $10,000 in flooring for installation errors, or site related errors outside our direct control and no seller should be expected to incur costs unrelated to an actual defect. We certainly regret to hear this happened as we want every purchase to end up installed properly to showcase your home, and our flooring products. There are some ways to help settle the floor and we provide this information to you and it would when a floor has been determined to be "cupped", but it would be best to hire an independent inspection company to determine fault. LL does not commission such inspections for cupped floors because we know they are not tied to the manufacture of the product, which is why we do our best to educate the customer with the information we sent to you explaining this condition using National Wood Flooring Association information and other information provided to educate consumers on this condition.
We certainly understand your frustration and wish the outcome was a perfect floor like it should be when hiring a professional, or properly maintaining temperature and relative humidity for a sound floor.
Was this review helpful?YesNo
Read 15 RepliesAdd reply
Close commentsAdd reply
Posted by Mark on 2010-11-07
ORLANDO, FLORIDA -- We installed Lumber Liquidators, bellawood bolivian rosewood over a concrete floor using Lumber Liquidators instructions and products, in 2 mos. the floor buckled and warped badly, they not only would not stand behind it, they denied telling us we could install it over concrete, I called back and have them on tape telling us we could over concrete using their products, unfortunately, we can not use that tape in court, we ended up removing the wood, having a $8000.00 fire to dispose of it and installed Anderson pre finished flooring, this was 4 years ago and the Anderson floor has held up wonderful. I suggest to stay far away from Lumber Liquidators, they lie.
Company Response 11/08/2010: It's very unfortunate to have a customer suffer from a flooring problem, but clearly our flooring does not come out of the box buckled and warped, so this is an installation related problem. Stating you followed directions and this happened is very questionable as a properly installed floor would not buckle or warp. Moisture protection from between the concrete and the bottom of the boards failed and the buckling occurs when the boards expand from moisture and there's not enough expansion space between the walls and the flooring. Both are actually examples of not following the directions, so you may want to look at how the Armstrong floor was installed because it sounds like it was done right. Flooring is flooring and while you may pay more somewhere else, if you don’t install it right it can suffer from missed steps. LL is not an outlet for substandard flooring. We sell brand new top of the line products and offer some close out items as well, so you can buy products with a great warranty, or go the less expensive route and get an odd lot at a really discounted price you may not find anywhere else. Again, we're sorry to hear you had a bad flooring experience.
Was this review helpful?YesNo
Read 4 RepliesAdd reply
Close commentsAdd reply
Bellawood KOA - WAAAAAY Sub-Par Product
Posted by Diane on 2010-10-16
We decided to lay Bellawood Koa wood in our bedroom, as we'd put it in the rest of the house 5 years ago and have been very happy with it.
So, we purchased the wood and the LL website (and we called both a store and customer service to confirm this) stated that the "odd lots" were perfectly useable wood, but to expect "up to" 30% waste. Okay, so just in case we allowed for 50% waste and ordered about 110% more wood than we needed, hoping to use it for another project.
Well the wood we got was total crap! It was almost totally unusable! The contractors were at their wits' end - the wood was about 85% crap, totally useless, and the wood that was usable was all in 12" lengths! This wood was all uneven, wasn't finished, wasn't coated with acrylic, was not suitable to be used for anything!!