FORT MYERS, FLORIDA -- In February of 2015, I completed the installation of LVT Underlay and vinyl planks. In June of 2015 I removed a few and found mold growing on the underlay in 5 months. The underlay is warranted to be mold resistant. It was installed throughout my home and the area I removed was in the middle of front room with no exposure to moisture.
I have made several attempts to remedy this at the corporate and local retail store. After submitting a four-page claim with pictures and many calls I was denied because they said I removed the material. I only removed a small portion of the material which was communicated and pictured to their representatives. After several more phone calls I spoke to a manager who said I was denied since they couldn't verify the moisture level in my home. No one ever came to the house or returned calls.
I have not had time to remove and re-install the vinyl planks and underlay. I need to purchase more planks because some will be damaged and I'm not sure what to do because according to reviews they will not accept boxes if opened and ALL of the previous boxes fell open from just transporting them.
I need to sell my house for financial and health reasons and now with a moldy floor I am going to lose more than if I didn't have any floor. I am more concerned from the people who have this problem and don't know it as mold can be deadly if not found in time.
CLEVELAND, OHIO -- What I originally thought was a great deal on a small lot special purchase became a huge liability when a home inspector determined that the naturally occurring defects in the wood were the result of a wood destroying insect infestation that can damage the flooring and the wood structure of the home. I spent $135.00 to hire in entomologist to determine that the infestation was inactive.
I contacted customer service to obtain a replacement for the defective product. Customer Service declared it an installation error and all warranties were thus void. They stated that the installer should not have installed any flooring with signs of infestation, this is ironic since neither the manager and assistant manager in the Lumber Liquidators store were unable to identify the WDI infestation and admitted that this was the first time they had seen a Powder Post Beetle infestation.
We all assumed that this was typical in rustic looking “trendy” hard scraped wood flooring, which brings me to my original assumption. This was an uncommon occurrence and this was a defective product. You can get a great deal at Lumber Liquidators but let the buyer beware. I suggest you check each box on the dock at time of delivery.
NEW JERSEY -- Lumber Liquidators is the dollar store of retail flooring. I bought the Morning Star Bamboo and it's junk. One of the reasons I bought this floor is because they advertise it being "green". How can it be green if it has formaldehyde in it! So what are you saying? It's good for the environment but it may give you Cancer? Would you want your children playing or crawling on this floor? My husband and I have both experienced sore & dry throats and it has a very distinct smell. We were fine before this floor was installed.
And another thing to keep in mind, there was no indication on the labeling or the box saying it was formaldehyde compliant. This is in gross violation of The Formaldehyde Standards Act for Composite Wood Products that was put into law by President Obama in 2010. After 2 months when it was installed we started getting large gaps and separations that ran the whole perimeter of one wall. The installers came and repaired it and 3 months later it happened again. Called LL and they sent out one of "their " inspectors. What a joke this guy was. We went by all the guidelines, bought a humidifier, meter, the works!
Literally baby Sat this floor which is totally ridiculous but we did it and this guy still found fault. I have come to the conclusion it really doesn't matter what you do because they will find a reason to blame you or the installer. They have a nice little racket going on. And their 30 warranty doesn't mean diddley squat! That's even a bigger joke! All I can say is don't let their low prices fool you. If you buy from them and have a problem it will be the biggest headache of your life. Just read the reviews because they are telling you the truth. I know, because I was one of their victims. If you are reading this and decide not to buy their products then you are one of the lucky ones!
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, **, 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.
SAN LUIS OBISPO, CALIFORNIA -- Flooring is not stable, grew about 1-1/2" inches after installation, even though it acclimated for over a week. The Lumber liquidators recommended contractors that we used had to come back 3 times and cut it to fit and also put a relief in the drywall so it could expand more. Continues to shrink and grow by about an 1" over 20 ft -- can't even install baseboards, when it grows it causes floor to buckle upwards, so we've had to remove boards to allow doors to open and close. Tried to get a refund so we could put different flooring in the house. Lumber liquidators said that because we lived within 1/2 mile of a lake that they weren't responsible.
After we asked for an explanation of how that invalidated the warranty they said the problem was because we had a crawl space. We told them moisture barriers were installed by their recommended installer and even so, that still didn't explain why the second story had the same problem. Then they sent an "independent" guy out and stated that his report said moisture levels were normal so it's not their problem... they won't show us the report and will not give us a refund.
To me normal moisture levels and floor that grows shrinks by an inch means the flooring is defective. We are going to have to go to court. This is a shady company and they ignore the truth and all the facts to try to get you to believe that their product is fine. I'm a licensed contractor myself who should have known better, but thought that with a 2 year old who's going to tear up these floors anyway, that we should save $3k and buy a product that we wouldn't be too upset with if it got damaged.
We ended up about $10k invested for flooring that is worthless and a house that looks like a construction site while waiting months upon months for Lumber Liquidators to make the situation right, which they still haven't done. I'm guessing they buy this flooring for about 20 cents a square foot and sell it for $3; it's disgusting to see that they won't offer their stated warranty.
DO NOT BUY FROM THEM AND TELL ALL YOUR FRIENDS!!! All the reviews here could be my review. They will find any excuse not to pay. Crooked company. There is no doubt that the wood is bad -- they found a way not to pay. I special ordered some oak flooring and it took a month. It arrived and about halfway through the first box the wood was warped, all different widths and thickness and some were even chewed up. I told my contractor to do the best he could thinking I would deal with a refund later.
Well after 2 months of ignored email, and not returned voice mail calls, they sent me a copy of the instructions which in few small print says that if any wood is installed that is defective they will not pay for anything. Be very aware of these shysters. My contractor had told me that they will find some reason not to pay and he was right. Big companies don't give a **. I really want 0 stars.
This was my delusional review when I started the process: I have been waiting a year to have a hardwood floor. I finally ordered the wood and it took 2 months acclimated in air conditioning and 40% humidity until my very qualified installer put it in. He struggled with it because the wood was broken, the widths were different sizes, almost all the pieces were warped so they had to be nailed from the top, and even one end was a different size than the other end. I have missed work just to have this ** put in. I am hoping that Lumber Liquidators will refund all my money and reinstall it and in the meantime I will have to deal with an ugly floor.
HARTFORD -- Let me get it out of the way and say you get what you pay for. I'm a Connecticut Resident and have experience in wood finishing. The Bell Hickory Hardwood boards were installed earlier this year. About 2 months ago, the hardwood floors, which are refinished Bellawood Handscraped Hickory, started to crack in multiple areas. Before I purchased from LL (Lumber Liquidators), the company assured me the "chemical finish process" these solid wood boards go through make the wood much more durable than that which is not refinished. Needless to say, I filed a complaint with LL about 7 weeks back and asked them to fix the cracking boards.
As I have experience working with wood finishes, I understand the physics of polyurethane, moisture content, and the effects of relative humidity on woods of varying species. After 7 weeks and 2 inspectors sent from LL, an email came through stating they find my use of water and soap to clean the floors is against policy. If LL actually cared about their product and the consumer, they would know polyurethane does not allow water to penetrate into the substrate, in this case, wood. Water VAPOR does.
The 1st inspector they sent out, yeah, he said it's definitely a manufacturer defect. So LL called a 2nd company to send another inspector who said, "Oh, you use water to clean?" What do they want you to clean anything other than sand off with?!?! They sent me an email today telling me they cannot cover their own defective product and wanted me to sign a contract within 5 days of receiving it which will give me $500 store credit. In exchange, I cannot say anything to anyone about this and the matter would have to be confidential so that the company saves face. $500? Really? I'll never buy anything from them ever again.
My wife and I went to Lumber Liquidators in Norwalk Ct to buy Bamboo flooring for a Salon, the salesman, who was a very nice man, told us we didn't want Bamboo, we would be much better off with vinyl for what we were using it for, we still wanted Bamboo. My wife went back again a couple of weeks later to order, another salesman, pushing the vinyl also. They decided to give my wife the number for a installer so he could come out and look. Again, another really nice man. He tells my wife, she doesn't want Bamboo, I quote, "I've done many Salons, you definitely want vinyl". She finally agrees to take their advice.
They show up just like they agreed, the guys were great and the job was complete in a day. Here comes the trouble. Right away the floor starts getting scratched, within a week it's not good at all. We call the installer who does come out to look, he tells her he's never seen anything like that and the material must be defective, he says to put in a claim with LL. Well, they send someone out to look, a couple of weeks or so she gets an email more or less saying that it's not their fault, that people shouldn't be wearing certain shoes on the floor, also they shouldn't be using carts either. The carts have hardly any weight them at all.
In other words, they don't want to know anything!! And this flooring was totally what they told her she needed for a salon. I feel really bad for her, she finally saved up enough money to get new floors and now this. Now, maybe two months later they look terrible for new flooring. Oh, and one of the planks are lifting already. We put cheap flooring down in the break room and dressing room from Home D. It's been down for over a year or two. Not a scratch!!! Thumbs down to Lumber Liquidators!!
Now she's going to have to pay an attorney to get somewhere with them. We should have gone to a local reputable company that would have taken care of the problem. You think you're saving money but that's not always the case!! Thank you so much for listening everyone!!!
PHOENIX, ARIZONA -- I am a professional licensed contractor out here in Arizona. I had a client I installed 1700 sq feet of "Remington Oak" Schon engineered wood flooring for. The project included upstairs, downstairs, and the staircase. All the leading edges of each stair tread received a stair nosing. Well after a year and a half, I returned to my client's residence to give an estimate for some cabinetry. My client points out "6" stair nosings with hairline cracks going with the grain.
All have these cracks in same location, on the back section of the nosing. These were installed with polyurethane construction adhesive, and one finish nail on the left and right side of the "Leading edge" (meaty part of the material) no fasteners anywhere near crack locations. 6 months or so prior to this discovery, we had one with a much more noticeable crack in same location. I replaced the nosing under "My" warranty and paid Lumber Liquidators full price for the unit. This was the last one they had (they were discontinuing Remington Oak).
I called their "Customer care line" and filled out the claim form and was assigned to **. Well, I sent the letter via certified mail, and got confirmation of delivery. No response for a couple weeks. I had to call back, complain, then magically received an email. I got excuses like, the weather, busy, etc. Then miss ** states she never received the form. I provided name of individual who signed and photo of signature. I was avoided repeatedly, like many other people on here.
Case in point, they don't stand behind their product. The stair nosings are meant to be on the stairs, and should perform in a reasonable manner. My clients are middle aged folks with a cat, and are very neat people. I feel the product is sub par, something in the milling process, drying process, is to blame. Very weak along the grain. Don't sell something if it doesn't stand up to its purpose! The customer "care" and I use that term loosely, is a bunch of mediocre wage kids, who have a check list of questions and excuses in front of them. I think Lumber liquidators got greedy, blew up too fast, and won't last much longer.
LEXINGTON, KENTUCKY -- In late 2013 I purchased Lumber Liquidators Bellawood engineered hardwood flooring and made arrangements for installation with one of their staff installers. The work was sloppy with poorly installed transitions at doorways and a bowing gap around the fireplace. Within a couple of weeks the floor began to creak in spots when it was stepped on. The condition became so bad my 12-pound cat could make it creak when walking across it.
Contacting Lumber Liquidators resulted in many forms to complete requiring so much general and very technical information many hours and back and forth communications online were required to complete the process. After several weeks an inspector finally came and agreed the floor had problems. The final evaluation from them revealed they claimed no responsibility for the floor itself but blamed problems on the installation. They contacted the installer and he called and said he would replace the floor, nothing about parts. His exact words were THE FLOOR.
When he arrived, he instead brought only 2 boxes of boards and said he needed to level the concrete under the worst area. He then tore open a roughly 4-foot square area of a much larger room and used a power tool to basically make a mess. Watching him work it was clear the area was not level when he finished. He stuffed in different underlayment and closed it up. The floor creaked immediately when stepped on. He shrugged his shoulders and said he didn't know what else to do.
In less than a month the area was no better than before. When I attempted to contact Lumber Liquidators again they would not respond. A few months ago another company installed a Shaw laminate floor in an adjacent room. The floor is thicker and sturdier than the Lumber Liquidators engineered hardwood and feels very solid underfoot. Best of all there is no creaking anywhere. It is true. You get what you pay for.