CORPUS CHRISTI, TEXAS -- This review is regarding LL's warranty and specifically about a product they sell (Virgina Mills Handscraped Matterhorn Birch hardwood #10003480). Our customer purchased this flooring and when we attempted to install we found approx 20 - 30 % of the flooring unfit for installation due to variations in the widths of the flooring. We found some boxes had no variations while others had lots of this problem. This causes "gaps" to occur in the flooring whenever a board is installed that is not the same width as the others. The problem is compounded with every row of flooring installed.
The homeowner hired an independent inspector to inspect the flooring after Lumber Liquidators refused to look at the flooring on site. LL took one box of the flooring and said there were no defects. Since not all the boxes contained defects this is not acceptable. The independent inspector found variations in widths just as we did. He determined the problem to be a milling problem, just as we did. This is a manufacturing problem and NOT an installation problem.
Here is the real problem though. Lumber Liquidators' warranty states the installer is responsible for any defects in the flooring once it is installed. OK, this is fine but after they were advised of this problem they said they would not inspect any of the product on site. They said an independent inspector's report was not acceptable and that it has to be from the National Hardwood Flooring Association inspector for them to accept it. There are no inspectors near our area and would cost too much to pay to have one sent here. They make no guarantees they will do anything even if the NHFH inspector comes.
They will NOT inspect flooring that is not installed either. SO if the floor is installed it is the installer's fault for any defects and if the flooring is not installed they will not inspect it or do anything about it. They say it is the installer's responsibility to take out defective boards and to not install them. 20 - 30% of the product unusable??? They will not reimburse for any of the defective product. We installed a few of the boxes and we found this out when we tried to get them to inspect it because they wouldn't unless it was installed. They refused, saying "you installed it so we are not responsible". Even though over 90% of the product was NOT installed.
Their warranty basically puts them in the position of no responsibility for anything. Also beware that after you have had the product for 60 days their warranty is null and void. The warranty is NO warranty and they wash their hands after 60 days.
CINCINNATI, OHIO -- Lumber Liquidators "unwritten" policy towards customer complaints is that if they put you off long enough that you will give up or at the very least take an insultingly small amount of money back to "shut up". They in all reality should advertise "we will sell you the wood, but we will not deliver it, or install it, and if you are real lucky and can afford to hire an attorney you might get a store credit forcing you to come back into our store to redeem your credit after you have an issue with our substandard products."
To anyone that wants to have additional unneeded stress added to their flooring project, or who crave the absolute worst customer service out there, or anyone that wants to have to fight through a mountain of corporate malpractice to simply correct an obvious quality issue. By all means hurry to your local Lumber Liquidators store today!! To anyone else that does not wish to undergo this drama I simply suggest to avoid Lumber Liquidators!
I have personally seen the level of disrespect and nothing short of illegal activity that takes place. For instance a store manager taking money from a cut rate contractor to insure he gets steady work regardless of the huge trail of unsatisfied customers left in their wake. The lying and cheating of the mafia like combination of regional manager and in store manager that will simply put off a customer complaint till the simply give up. I wonder if Al Capone is a shareholder in Lumber Liquidators?
As the Director of Customer Care for LL we serve over 1,000 people a day with a variety of questions, comments, positive remarks, and valid claims for which all customers are served at varying degrees of service based on the question, or concern. The photo is an example of natural defects found in wood products, not unlike any other natural product. If you don't like the knots in the wood, don't install it and use the company return policy if you have any dissatisfaction with the quality of any products we offer. If you would like to contact Customer Care and ask for me, I would be more than happy to hear your story as I'm sure we have opportunity for improvement like an organization, but as with some concerns of this nature posted on the internet that I've researched, or personally been involved with, the story is often altered to get a reader's attention and lacks the true facts of the claim. Comments like the one made about a store is hear-say and if you have facts to share the store personnel would be in serious violation of our policies, so when making such an accusation it's best to share it with the company using proper channels if you really want to take action.
We have far more gallery photos and positive reviews flowing to LL compared to the handful of people whose projects did not go well because of no fault of our products, or there was a valid claim and we took care of the customer in support of the warranty. We help customers with Install Pros available by phone, Customer Care Associates well trained, and a support staff of some of the most industry savvy people available keeping our prices low so people can enjoy quality products. If you want something really inexpensive - we have that too.
If you had a bad experience – I want to hear about it myself and look forward to your call. If we did something wrong, I'll make it right.
I'm a remodeling contractor in Northfield, VT. My customer's house was flooded out by Tropical Storm Irene on August 28, 2011. When all the interior repair work was nearing the point to install hardwood flooring, my customer ordered 3/4" maple flooring from Lumber Liquidators in Williston, VT. Their man came out to the job-site in Moretown, VT. And measured the area that was to receive the flooring. When other structural issues were discovered with the house we had to delay the flooring delivery.
L.L. Kept pressuring us to take delivery even after we explained our situation. So we took delivery but told them we would not be installing the flooring for a few weeks. They said that would not be a problem. When we did install the flooring we discovered that L.L. Had over calculated the amount of flooring by 273 s.f. We had thirteen full boxes of flooring left over. When we called to return the overage, they told us they would charge a 20% restocking fee because it was beyond 30 days from delivery.
They knew our situation, over ordered the flooring, and then made extra money by charging a restocking fee on their mistake. They took advantage of a victim of Tropical Storm Irene who has enough stress trying to sort through all the issues that come with a natural disaster such as this. Only after demanding some fairness did they drop the restocking fee to 10%. Still trying to squeeze every dime they could from my customer. The whole process took weeks to settle. Several times they said they would look into the matter and call back. They never do. We always had to call them to find out what they decided to do to resolve the problem.
We had to truck the over-ordered flooring 45 miles to return it. It certainly was not the best milled flooring I've installed and I've installed tens of thousands of feet of wood flooring but I can deal with that. The service at Lumber Liquidators after the sale was absolutely terrible at best.
LL Response to early pick up and a restocking fee:
The stores make every attempt to deliver product purchased to make room for incoming trucks with other customer orders and stock orders to meet customer needs and future sales for in stock items. If the store failed to waive the restock fee it was a judgment call and one I would say was the wrong call for this type of scenario. Please contact Customer Care at 800-366-4204 right away and we'll make this right. Not sure what you purchased (odd lot or some other lower grade) but if there was a concern with the milling the invoice, warranty, and installation instructs provide direction on what to do so we can address any product issues. We regret this happened and sell to thousands of very satisfied customers each day. Given the number of sales and repeat customers, most experiences are not at all like yours and we apologize for the less than perfect experience. We're more than willing to make this right with your help. If needed, ask for the Director of Customer Care referencing this message. Thank you for informing us about this concern. We will add this to the stores report card and company executives will know this occurred as we monitor store decisions and activity to improve the customer experience.
URBANDALE, IOWA -- Just ask them a few simple business practice questions before putting any signature or down payment toward a purchase with this company. Ask to see their return policy in full. Ask what are the advantages of going with your recommended installers and write them down for later reference. And the #1 question Ask what if this product gets installed and I am not 100% satisfied? That is the big one and if you do not ask you will soon find out, without having to spend over $5000, you are on your own. Just read the other reviews, they all sound the same.
After throwing even more $100's at this dissatisfaction and countless weekend and evening hours my advice would be just go to your local Home Improvement Store, get a better price, get the same product, get the same group of local installers, and grab a hold of that 110% money back guarantee for peace of mind. This common business “rule of thumb” practice that exists in today's business world does not exist anywhere, that I could find, in this company's business model. From the local store level (**/**) all the way to the top corporate customer care (**/**) lack integrity and need to be reminded, because of the customer ”THEY” exist.
ST PETERSBURG, FLORIDA -- We are looking for new floors for our home and have shopped a variety of flooring stores. We should have researched Lumber Liquidators more prior to spending an hour driving to their store. If we did we would not have wasted our time. We did shop their website and found several floors that we liked the looks of and were reported to be in stock. Upon arrival we waited about 30 minutes to speak with a sales person who turned out to be the manager. As we waited we overheard the manager inform the only other customer in the store that the other sales person was out with a family health issue which made the wait and the staffing level understandable.
As we waited, we looked for the flooring that we were interested in and were unable to find it. Once the sales person was able to help us, we asked about the flooring we were looking for and she seemed to be shocked that it was still on the website as it has been out of stock for a long time and no longer available. In fact 2 of the 3 bamboo floors from their website we were interested in were no longer produced and the floors that we were directed to were about 30% higher. The 3rd bamboo floor was available but was priced higher than their website.
We then proceeded to look at engineered hardwood floors and could not find the variety and finish of floors that we had shopped on their website. While we did not have printouts from the website I was able to browse their site on my phone. When I showed the manager the issue she apologized but seemed to get very defensive and her level of service noticeably changed. Another customer walked into the store and she began helping him fairly quickly as he was there to pick up an order. She quickly got him out of the store and to the loading dock leaving us alone in the store. We waited about 15 minutes for her return as we wanted to ask a few more questions but she never returned.
We will not be returning to Lumber Liquidators either. In our experience they have some great looking samples but their service is lacking and it has the appearance that they promote lower prices and nonexistent products on their website to draw you into the store in the hopes that you will not notice or they will be able to up sell you to different product.
Lumber liquidators has shady business practices, they never delivered my product, lied to me, broke promises to me, their customer service is horrendous, and I still haven't gotten any of my money back. To say that I am disgusted with their company and the treatment that I have received from Lumber Liquidators would be putting it lightly.
I purchased 761.92 sq. Ft. Of hardwood flooring from Lumber Liquidators on July 12, 2010. It is now 9/17/10 and I still do not have my floors, nor do I have my full refund that I was promised. They charged my credit card $2557.59 (which I paid), and haven't given me anything. I have contacted customer care more than ten times, and I was told "your floor will be in in 1-3 weeks" over and over again. I have numerous emails from the customer care team also stating over and over that my floor would be in.
When I called and asked to speak to a supervisor I was told "no, you can't you have to talk to your service representative **". I asked to speak to his supervisor and I was told "no, you can't speak to her either. She said that you need to resolve your issues with **". I asked if there was anyone that I could speak to that had authority in the company and was told "no". When I said that I was going to contact my credit card company, BBB, the department of consumer protection, and the attorney general for my state and the state of va they hung up on me!!
I called back and still was not able to talk to a supervisor! Instead I was sent to a voice mail, and that person never called me back. I wrote to ** the chairman for Lumber Liquidators and still nothing was done. I have written them letters, emails, and even have one of their employees recorded on my voice mail and still do not have a refund! I am now contacting BBB, the department of consumer protection, and the attorney generals hopefully I will have my money back soon. Take my advice and do not purchase anything from this company!! They are absolutely horrible, and dishonest!!!
If you are thinking of ordering from Lumber Liquidators, thinks twice, do not use this company, they are losers and liars, no one can give you and straight answer, every sales person I spoke to trying to solve this matter, was unprofessional, unknowledgeable, all I got from them was "I have no idea where or when your order will reach, not even knowing when it will leave the warehouse." They will take your money and leave you high and dry.
I was supposed to open my day care center this Monday 9/13/2010 but I am unable to do so because I have no floors. So thanks to Lumber Liquidators there are 40 children with no school to go to. Thank you very much Lumber Liquidators for the "wonderful service and integrity". I hope you company goes under. I hope this review will prevent many potential buyers from doing business with Lumber Liquidators.
I spoke with Chris and know he's just as disappointed the product missed the truck, but after following up on this issue I learned the weight of the truck was an issue so the order was pulled off the truck (2 orders total) to meet the weight requirements. The order in question failed in the middle of our complex warehouse systems conversion, and this whole ordeal is very unfortunate for the customer, our company, and Chris. We clearly state delivery and lead times are estimates on every order. In this case where the project had a short timeline it would have made sense to look at in stock items at the store, but the frustration generated here could have been avoided by looking into other product choices. In regards to the comments about our reputation on line, we sell products that are difficult to move because of size, weight, and in some cases location of the species. You must also consider we get blamed for issues related to the installation of products because no one cares if John Doe the local installer messed up the project because complaining on line about their work is meaningless - no one knows who they are, so let's blame the well known flooring company. Thousands of people every day save money, receive quality products, and speak highly of our company. The great thing about America is the fact that people can voice their opinions and the negative ones run to the internet. Take ownership of your projects and be a part of it and you won't have any issues. Chris is well respected and receives many compliments on his service and he should not be blamed for a situation where the customer should have planned in advance considering most projects run into unexpected delays and there were other options available that were refused.
BRAINTREE MASSACHUSETTS, MASSACHUSETTS -- I bought 16,000 dollars of hardwood flooring from Lumber Liquidators, what a joke. Within a month scratches and dents all over my hardwood floors from 1965 were in better shape after 47 yrs. I should have just thrown the money out the window. I bought the high end flooring how are they still around don't even bother with them unless you like throwing hard earned money away what a joke of a business.
NEW CUMBERLAND, PENNSYLVANIA -- I ordered wood at the Lumber Liquidators 2 Laurel Road in New Cumberland on 3/27/2011 PA and gave 1/2 deposit. I was said that I should get my order at this store in 4-5 business days. Of course it never happened and I waited for 2 weeks and the store never contacted me about the order. So I called the store and they told me that my order was received at the store and it was damaged but they never thought of letting me know about it. So they were supposed to re-order it and once again I waited 2 more weeks without any phone calls from the store: I kept calling and the store never answered their phone. I left message and they don't return your call.
I went back to the store and they told me the same thing, that my wood was damaged and they should get it in their next delivery. I emailed their corporate office, it took them 4 days to get back to me and they told me that my wood was ready to be picked up at the store last week (week of May 1st, 2011). I called the store before going there and it took me 4 days to have somebody answering their phone, just to let me know that they didn't have my wood, they were hoping to get a delivery on Friday but they might not have enough room in the truck to get my order. Shouldn't my order have been prioritized? I waited 5 weeks for my wood, hello!!!
And of course, on Friday they didn't have my wood. No phone calls from them and no excuse from the manager at the store. I went to the store on Saturday to cancel my order and get a refund. The manager didn't even excuse himself. This store is impolite, arrogant and they don't have any customer service at all and the corporate office is not better. Stay away from LUMBER LIQUIDATORS. THEY SHOULD GO OUT OF BUSINESS. Obviously they do not know how to manage a business in Cumberland.
I will be installing Hardwood floors at my home in a few months. I've seen many commercials on TV advertising Lumber Liquidators. Recently, a Lumber Liquidator was opened in Davenport IA. So, my wife and I decided to check the place out. Big Mistake, the people who worked there were ridiculous. They couldn't answer our questions. Now today, I'm browsing the net and luckily run into this website with all these reviews. Thanks You, Thank You, Thank you.
I feel horrible for all the awful experiences you guys have had. I WILL definitely go somewhere else. Menards... Lowe's... anywhere but Lumbar Liquidators. Thanks Again for the reviews. You guys saved me a lot of $ and headaches.
We thank you for your comments about the store and the Regional Manager / Director will be notified about the shopping experience. I would like to add that you can search our competitors, in fact any retailer and find negative comments, so making a decision to shop competition would mean you truly haven't viewed all the online complaints, but that's a right we have in this country and we're all grateful for having the freedom of choice. We stand before the manufacturer as an advocate for our customers. Search the brand names of our competitors and there you will find the complaints about product concerns hidden within the manufacturers - We're not hiding and support the warranty when a product concern warrants. Having shopped every manufacturers warranty and installation instructions, the best advice for you would be to shop for price, then READ the manufacturers warranty and installation instructions before you buy instead of relying on sites where the postings of those who often ignore such key information reside. We stand behind our products and warranties, but the consumer has the obligation to understand the purchase and follow the directions and we're equally frustrated when a problem occurs when this information is not followed, or ignored entirely. If your shopping experience was less than ideal at the store - there's no excuse for that and we'll look into it right away!