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45 Reviews & Complaints

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Posted by Leslir on 03/28/2012
AUBURN, MAINE -- DO NOT USE LUMBER LIQUIDATORS! I purchased strand bamboo flooring by Morning Star from the Auburn, Maine store. It was in stock. I went in intending to purchase another product and was steered to this particular bamboo by a salesman. I asked at the time of sale if there was anything I needed to know about the product, this is a standard question I ask about everything I purchase for the remodel. He said the only thing was the addition of an underlayment pad which my installer used. My installer started laying and discovered his nailer was causing dimpling. He called LL and Corporate stated dimpling has been an ongoing problem and to use a 50P nailer. The installer went out and got a 50P nailer and again there was pronounced dimpling though not quite as bad. This time I called Corporate and was transferred to Michelle. She had a well rehearsed attitude issue and told me we should have glued it down, but she would speak with her supervisor. I told her the website says nail or glue. I received a letter yesterday. after 5 days of trying to speak with someone higher up in customer service, that stated we should have pre drilled and then nailed. They also threw in we used more than 50% of the product which is completely false. Lumber Liquidator's letter stated they would not take any responsibility. Needless to say my installer, who has a stellar reputation that has been sullied by LL is furious. BTW he has laid 1600 sf of bamboo from another supplier in my house without issue. Lumber Liquidators is not a good company they have foisted a defective product on the public rather than dealing with their supplier as a reliable company with pride would do.

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Posted by BigAl on 2012-03-28:
How can you glue it down with an underlayment pad?
Posted by face it on 2012-04-02:
It greatly saddens me to see this kind of stuff is still going on. I truly wish that any and all customers thinking of making a major purchase with Lumber Liquidators could see these reviews. As an installer I can sympathize with our installer, as I have been put in that same position far too many times. Thanks for the review.
Posted by PFM0329 on 2013-01-08:
We just purchased Morningstar Bamboo from Lumber Liquidators. The floor is fine enough, it seems to take superficial scratches fairly easily that are only noticeable if I point them out directly so not great but nothing horrible. Here's my problem: We had a pro bid it out but he couldn't do it in our time frame so we had a friend who is a carpenter agree to do it. We put flooring in on the entire main floor with the exception of our living room. Well, we had two 'unlocks' develop in our click lock system about halfway from our front door to our back door. Well, NEVER did anyone inform us this flooring system could only go 27' without some sort of ugly divider so the back could contract/expand independent of the front. So guess what....not I have to put in this ugly divider in the middle of my floor. There's no entry way or archway or other spot that the transition would make sense, just the middle of my floor. It's a total design issue, not an install issue and NO ONE, ever told us this. Had the pro brought it up when he was bidding we most definitely would've gone with an alternative floor. Severely disappointed and LL just acts like we didn't read the directions (btw, I had to google the directions to actually find them, we never got them from LL).
Posted by Mark on 2013-07-17:
I just installed Morningstar Bamboo floors about three weeks ago...I honestly have had no problems with them so far. The day after they were installed, in one of the rooms there was a chemical smell, but the next morning it was gone. There is a "gassing off" period for sure.

The installer warned me that this flooring can dimple. We don't have a single dimple in our floor...so maybe it is the installer that's the problem, because he also said this is probably one of the most difficult floors on the market to install, it's "as hard as it gets."

As for underlayment, Lumber Liquidators sold me their premium Bellawood stuff, but the installer (who I made sure was NOT associated with LL) told me under no circumstances do you put this down under a bamboo floor unless it's floating, so I returned it and got a full refund.

Nail this stuff down, put a wax paper between it and the subfloor. That's it. Shouldn't have a problem.

It looks great and feels good on your feet too...smooth and surprisingly softer than our oak floors downstairs, even though it is apparantly considerably harder.

I would recommend this product, but I would really do your homework and pick a top rated installer because it is not an easy floor to install.
Posted by Mike on 2013-10-09:
I just installed a Morning Star bamboo floor i purchased from Lumber Liquidators. It went in a bedroom, I used a floating floor installation. The floor was super easy to install and it looks beautiful. No issues what so ever. TI didn't notice and smells or splitting. My only issue was next time I'll wear gloves as the edges are sharp when I made cuts. I didn't notice any type of odor when I was making cuts with a chop saw or when I had to sand an edge around some trim. I even dropped a hammer by accident on it and it didn't do any damage. The floor was manufactured in July according to the date on it. I did use the Bella underlayment and the floor doesn't have that hollow sound and lies flat as can be. I would buy this floor again as a floating floor. I might consider some thing thicker for a nail down though. This was good for my application and budget.
Posted by Ron on 2014-01-27:
We installed Morning star strand bamboo in our living room/dining room about 2 yrs ago. After letting it acclimate for the 5-7 days as was told to I started the install, Now mind you I am a licensed contractor in the state of Florida and have been in the field of building homes and remodeling for over 30 yrs. The floor did smell funny for about 2-3 days then all was fine. In the last 6 months my wife noticed that the floor was looking sort of weird. At a closer inspection I see that there is small bubbles and areas that the clear coat is coming off of. I took over 25 pictures and submitted them to Morning star warranty division. I received a letter telling me it would not be covered because of: Moisture (or lack of moisture): damages caused by moisture (such as leaking pipes, spills, wet mopping, pets, relative humidity, sub-floor moisture ect.) are excluded. Moisture (and dryness) can cause issues such as cupping, crowning, warping, buckling, peeling, twisting, delaminating, or gapping. So according to this reasoning I could not have pets or even have this product in the state of Florida as we have all the above climates. I called back and told them this was unacceptable as they NEVER even sent a rep out to look at this floor. I have an inspector that they are sending out tomorrow to check it out. We will see what happens. Now I installed this floor with exactly what they told me to use so there would be no warrantee issues. considering we have about $3500.00 into this floor without labor which would be around $1000.00 more. I will post as to what "their inspector" finds tomorrow.
Posted by Gary on 2014-01-31:
Installed over 5k of this snap together floating floor bamboo - let sit in home over 3 weeks before putting down. Now 4 months later I have gaps where joints have come apart in both hallways - 1 gap over 1/4 inch. I would not use this product again
Posted by mcdona26 on 2014-02-01:
Gary, who was the manufacturer of your floor? We're looking at purchasing Arcade bamboo, which is also a snap-together floating bamboo. We were also interested in Morningstar, but have read numerous bad reviews regarding the smell.
Posted by James R on 2014-02-06:
We installed 720 sf of the Morning Star Click bamboo flooring sold by Lumber Liquidators in June of 2013. The material scratches easy, however, the scratches are the least of our problems. The cupping started with the shorter pieces in the hallways. By December 2013, the entire installation was cupping and gaps appeared in random areas. After contacting Lumber Liquidators about the problem, We were told that since we did not hire someone to test the moisture of the subfloor and the humidity in the house prior to the installation of this material, the warranty was void. In addition, I was told that our method of cleaning resulted in the problems with the floor. It seems that if the cleaner is sprayed directly on the floor, the material absorbs the moisture along the edges and this was another reason for the damage to the bamboo flooring. We purchased a 32 oz. bottle of cleaner after the floor was installed. Most of the time, the cleaning involves sweeping and using a dust mop. About once a month we get on our hands and knees, spray a fine mist of cleaner directly onto the floor and use a cloth towel to clean the floor. Since the installation, we have used the liquid cleaner about five times and still have about half of the cleaner left in the bottle. I guess 16 oz. caused the damage to the entire 720 sf of the floor, including the material under the furniture and area rugs!! Seriously?!?!?!? In reading the various reviews for this product, it seems that there is a chronic problem with scratching, cupping and separations. It seems that Lumber Liquidators will use any excuse to avoid the liability for providing the customer with a very poor product. I understand that a product warranty is only as good as the company that stands behind it. Perhaps LLI should condense thier warranty to simply "Warranty void if material is removed from factory packaging". We will have to replace our six month old floor and it sure as heck will not be with a product supplied by Lumber Liquidators. STAY AWAY!!!!!
Posted by jimbobreese on 2014-02-24:
We installed 720 sf of the Morning Star Click bamboo flooring sold by Lumber Liquidators in June of 2013. The material finish scratches easy, however, the scratches are the least of our problems. The cupping started with the shorter pieces in the hallways. By December 2013, the entire installation was cupping and gaps appeared in random areas. When LLI was contacted about the defects, we were informed that the condition was not covered under their warranty.
In reading the various reviews on independent sites for this product, it seems that there is a chronic problem with scratching, cupping and separations. Lumber Liquidators will use any excuse to avoid any liability for providing their customers with a very poor product.
Our first mistake in selecting our new floor was believing that the reviews on the LLI site were unbiased reviews. The product reviews on the LLI website are "selected" reviews. Gee....I wonder who selects them. Our second mistake was actually purchasing this product.
We will have to replace our six month old floor and it sure as heck will not be with a product supplied by Lumber Liquidators.
We learned a $5,000.00 lesson the hard way… don’t make the same mistake.
The LLI warranty should be condensed to read: “Warranty is void if material is removed from factory packaging”.
Posted by Kam on 2014-03-14:
I also purchased Morningstar strand bamboo floating floor from LL in April 2013. I researched but unfortunately didn't see this site! I asked several salesmen on several occasions about this flooring and inquired about moisture problems, etc. All denied issues with moisture and focused on its durability. I used their Home service referral for an installer. In Dec. I noticed some slight gapping. In Jan. I noticed larger gaps and then saw that the floors had completely pulled away from my walls in every room! I placed a complaint with LL. Waited 2 weeks then went to the store and complained. Finally Terrie phoned me and asked if I had sent the disclaimer and photos? How could I with no forms or response? Then I was referred to the Home Service who told me they would send an inspector. The inspector was my actual installer. See any conflict of interest? He said that this was caused by too low humidity due to the extremely cold winter. He also said the product was at fault but would replace some of the boards (from my leftover boards ). He would need to put T strips in every doorway as well. The home services phoned several days later and and told me not to let him replace the boards yet. She said I should increase the humidity in my home for some time in case the boards would expand and if they did that would cause the opposite problem. I then placed a complaint with HSS. I only have til June 14 to get this taken care of. No response from LL about the product. Now opposite responses from Home services and installer! I saved for years to have wood floors in my home! I've told everyone I know not to do business with LL. LL protect themselves at the cost of their installers and their customers. They are unethical. I am placing complaints with the BBB and the state of MIssouri and am considering legal action. Does anyone know if there is a class action lawsuit in the works! I'd like to see this company closed.
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The worst customer experience
Posted by Eisero on 03/19/2010
BURLINGAME -- Here is my experience:

I arrived at Lumber Liquidators to pick up my hardwood. I went to pick up 19 boxes of flooring. Only 18 boxes are loaded. Chris explains to me that one box is beat to hell and that I could either 1) Buy the smashed box at a discount or 2) Have a new box drop-shipped to my residence. Since I need the full 19 boxes I choose to have the box shipped to my house. So far sounds fair.

On a side note when I show up LL has absolutely no twine or rope to tie my SUV hatch closed so I can accommodate all of the long boxes. They tell me that I have to use the hard plastic "wrappings" to tie my hatch closed and that usually customers "shop up with a truck" to pick up the flooring. In my entire life I have not seen a hardware store, tile shop, lumber yard ever that could not give me a 10 cent piece of twine to secure the product.

Anyway, when I get home and unload the boxes I notice immediately that another of the boxes is beat to hell along the side with a huge rip in the box and splintered flooring coming out the hole. I immediately called back and talked to Chris. Chris said he would tell Daniel (the "customer service" representative that we dealt with for the flooring) to order a second box to be shipped out to our house. He explained that when we receive the new box to simply bring in the damaged box for an exchange.

Well Friday comes and only one box arrives. It is pretty late in the day so I wait to call until Monday. On Monday I speak with Daniel and he tells me that there is nothing he can do. He explains that he shouldn't even provided me with the first replacement box and that everything is "as is". I explain to him that the damaged box was hidden when it was loaded and there was no way I could have inspected it before it left the store.

Long story short is that LL took my money for useless wood. They are extremely rude in person and on the phone and have no interest in helping the customer. The manager, Gil almost made my wife cry.

I understand that this is a liquidation out the door type store and their prices reflect it and that they can't be as flexible as a full retail store. However, they surely shouldn't be able to rip you off and they certainly don't have to be JERKS about it!!!

Avoid this store at all cost.

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Company Response on 03/22/2010:
I would have to agree that your accounting of a visit to this location was not in line with our expectations for service after the sale. The store should have been more accommodating and helpful, including the way we handled your damaged box issue.

On your invoice there's a number to call LL Customer Care. When a negative experience occurs we're here to help overcome these types of situations so we can learn from the experience and make changes. I will note the issue and share it with the person responsible for store operations and would like to have you call our CC department and let an agent know you need two boxes of material. Provide the label information and we'll help you. You'll need to show proof the boxes were damaged and a photo will suffice. We're sorry to hear this happened, but a call to Customer Care would have been the right step to take in this situation. We hope the rest of your project goes well and sincerely appreciate the feedback so we can do better.
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"Unstable" Bamboo... Claim Denied
Posted by Debrandall653 on 03/21/2014
LANSING, MICHIGAN -- Well, to sum it up, I got screwed and they did not buy me dinner first! I purchased 1400 sq ft of bamboo in May 2013. I received the flooring in June. The flooring sat in my home acclimating for approximately 6 weeks. My licensed and experienced contractor (who works for LL) laid the flooring and it looked beautiful.

About 3-4 weeks later it began to gap AND cup. Not just a little bit. I notified my contractor and the Lansing MI store manager and they came together to insect my floor. After humidity readings and looking at the floor, everyone agreed the floor looks terrible and there is "something very wrong" with my flooring. I was reassured that LL would stand behind their product and replace the flooring. Ha Ha Ha!! I filled out the standard claim form and March 17th I received a denial letter regarding my claim stating it was instillation and or environmental issues. I also received a lovely Xerox copy of "Flooring 101" which I will be sure to forward to the Lansing Mi store to give to their installers. I am now in the process of the "licensed flooring inspector", which is not cheap, and a litigation attorney. This company is the worst. NEVER USE LUMBER LIQUIDATORS
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I'm Glad I Read These Reviews First
Posted by Justinlgoodale on 02/27/2014
BANGOR, MAINE -- I was literally 1 week from going to Lumber Liquidators and buying 700 Square feet of Hickory hardwood flooring until I read this.

It makes me sad because they seem to have nice wood at a good price, but there are just too many bad reviews and the milling issues mentioned regarding width variances concern me greatly. I guess I'll look elsewhere because the LAST thing I want or need is a nightmare company to work with when installing a hardwood floor. Why is it so [snip] hard to find a good company these days that cares? It never used to be that way in my pappy's day.

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If You Want to Lose Money Go Lumber Liquidators
Posted by Sammramezani on 02/09/2014
I bought flooring from Lumber Liquidators. They sent someone to measure and he measured 400 square feet extra.

I have 15 steps in my house, they sent 35 and another $2,000.00 extra worth of material that I have no use for.

We tried to make a return, but they said they don't take it back. They said we had to 'eat it'.

So, if you want to lose money, go to them.
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Customer Service Abuse
Posted by Shopluvr on 02/04/2014
RALEIGH, NORTH CAROLINA -- I went to the Raleigh NC store to buy in-stock flooring. I asked about the return/refund terms before the purchase. I was told by a female employee I could return the flooring as long as it was unopened. I was surprised about the lengthy multi-page receipt which included a full page of fine print though. I signed in several places on several sheets of paper for the purchase, took the flooring, and left the store. About a week later I needed to return the flooring. I was told that I would be charged a 20% restocking fee. When I questioned the 20 % restocking fee, the manager, Jason, approached me and mocked me for not reading the fine print on one of the pages of the receipt document. I was very shocked at his outrageous behavior, but continued to question the fairness of the policy which had not been fully explained when I questioned the female employee who had completed my receipt the week before. I told the manager that she had not advised me about the restocking fee, but the manager insisted in a belligerent way that I was to blame for not listening. At one point he leaned across the counter and threatened me. He kept his hands on the counter but his face was only about 10 inches away from me. He insisted I sign the return agreement but refused to sign it himself. When I asked him to sign it he placed an "X" on the signature line and threw it under the counter. One thing I don't need to find in a retail environment is an angry, obnoxious, belligerent employee behind the counter who threatens me by saying, "I know your address." This manager acted in a way that would make a customer question his psychological stability. I don't know yet if he actually refunded my purchase price as he refused to sign to acknowledge my return.
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Posted by Paul on 2014-02-05:
That multi-page contract was a warning. I always try to browse fine print top to bottom before signing.anything, but especially when making a purchase. When you asked about refunds, the woman should have told you about the restocking fee - but unfortunately, she did not. After seeing many reviews of this company I am sadly not shocked at what happened to you. The worst part is that if this is surplus stock for liquidation, charging a restocking fee may not be legit.
Posted by jktshff1 on 2014-02-06:
If a csr tells you a specific policy is applicable, the reply should be..."please show that to me in your written policy statement"..if unable to, the csr's statement means nothing,.
Posted by Weedwhacked on 2014-02-07:
" I signed in several places on several sheets of paper for the purchase, took the flooring, and left the store."

You agreed to all their conditions by signing in several places.
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Bad Product
Posted by Trash4539 on 01/31/2014
Purchased & installed $5,000 of this snap together floating floor product. Now after approx. 4 months product is pulling apart due to what appears to be shrinkage. Let product sit in home 3 weeks before install. BEWARE
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Buyer Beware!
Posted by Cheripettet on 01/06/2014
LINCOLN, NEBRASKA -- Spent $3,500.00 on a "crap-tastic" bamboo flooring and another $1500.00 for a qualified wood flooring professional to install it. Shortly after it was installed it began contracting an alarming amount. So much so, that I have 1/2 gaps at the doorways and it has pulled away from under the woodwork in several rooms. I explained the situation to the guys at the store and they told me that there was NO WARRANTY since I didn't have their breathtakingly expensive installers put it in. They agreed when I showed them pictures that it was bad, but their advice was to put transition pieces in where the floor has separated between rooms, which of course looks terrible, (speed bumps everywhere in the house) and when it warms up, the floor expands according and begins to buckle. I am going to end up throwing it all away and buying flooring from a reputable source. Note: if you don't write a positive review on their web site, they don't publish it. The flooring has since been discounted. I have had two wood flooring experts over and they just felt bad for me that I got ripped off. Both agreed the issue was defective material and can not remedied.

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Bait and Switch
Posted by Richard.n.kurpiers on 01/06/2014
SANFORD, FLORIDA -- After searching the Lumber Liquidators website I found the following flooring on sale for $2.96 a sq ft: http://www.lumberliquidators.com/ll/c/Fengtai-Strand-Handscraped-Bamboo-Major-Brand-PRBAMHSFT/10026736

So we hopped in the car and drove 20 miles to the nearest store which is in Sanford, FL. "We don't have it." says the salesperson, and after a few minutes on his computer he says he can't find a purchase order for it and the soonest he could probably get it is April. APRIL?!!! Then he tries to up-sell us to Anji Bamboo which is listed @ $4.99 sq/ft but says he can do $3.59 sq/ft. Fine, we'll take it. Then he asks how much we need and I tell him 480 sq ft. After another few minutes on his computer he says he doesn't have it and he "might" be able to get it from Texas. TEXAS?!! This despite the sign posted on the display of the Anji Bamboo saying "Best Seller" and "In Stock". We left in disgust over what can only be described as borderline switch-and-bait tactics and then poor customer service in response to what I imagine was viewed as a small order from the salesman's perspective.
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Very Poor Floor Install
Posted by Rcwilkes on 11/15/2013
LONGMONT, COLORADO -- On 09/12/2013 we purchased a bamboo floor from Lumber Liquidators for just under $2,000. It was installed by their installer on 10/18/2013 - 10/19/2013. We were told that it would be a one day install, which turned out to take two days after the installer left the first afternoon to go to another job. When he left the first day, I looked over what he had finished and found many chips, cracks and splinters in the boards. When he returned the next day, I asked about the problems I had found and was told that he could bring in a circular saw and cut out all the bad boards and glue replacements in. We would need to buy another case of boards and we decided against spending the time and expense plus having the inconvenience and mess all over again. We are now looking for a nice big area rug to cover up most of the new floor's many problems. I have seen many bamboo floors that were installed perfectly smooth without any chips or splinters so I know our job was very shoddy. Lumber Liquidators was recommended to us, but we will NOT be passing on any recommendations.
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