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.
FENTON, MISSOURI -- I purchased the 5" engineered Schon Koa. We installed the product per the manufacturer's guidelines, allowed the product to reach ambient temp and humidity in a well-controlled environment. No humidity issues, or anything. The boards start splitting. The inspector came out and of course found some measurements not within specs, but obviously not 1800 sq ft worth. Every board is splitting, every one.
LL will do nothing. They blamed installation and improper acclimation. I will never buy from LL again, nor will my family. I own a business with multiple rentals and commercial spaces. None will ever have a LL product ever. I have informed my neighbors and will continue to share my story online. If LL replies and claims this is resolved or addressed, they are lying. With installation I have a $13,000 sq ft busted floor.
KENOSHA, WISCONSIN -- Lumber liquidators measured incorrectly. When we picked up the order some pieces were missing. They accused us of causing that because we had asked for the measurement quote to include 2 prices. One to include steps and one no steps for cost concerns. They were really ugly telling me it's all our fault and then charged us another $287.00 for the missing pieces.
The measurements were so off that we ended up having way too much threshold and baseboard (over 1,800.00). We returned it within the 30 days unopened and again they were unbelievably nasty and rude. I have never been treated so badly by anyone. These people are scammers. They are fairly helpful before you purchase but after buyer beware!! They must be trained in this scam because it seems to happen in all stores across the USA.
NEW CUMBERLAND, PENNSYLVANIA -- I went to Lumber Liquidators on the recommendation of a colleague. During my first visit, I explained that I was going to floor two levels of my house. Due to budget constraints, I would buy enough flooring at the end of each month to complete one room. Any remaining flooring would be saved for the next room. Below are details of my experience with Lumber Liquidators (New Cumberland, PA) that have frustrated me to the point that I will no longer do or recommend business with this company.
June, 2011 - I opened up the first box of flooring to start the first room. The box was in rough shape and it appeared boards were missing. Since this was my first-time installing wood flooring, I thought maybe Bellawood packed their boxes loose. Though, and with hindsight, this box was suspect since it was wrapped in plastic. As I opened other boxes, I realized the boxes are packed tight and indeed the first box was missing approximately 33% of the boards. I absorbed the loss and learned my lesson: check boxes carefully before they are loaded into my car.
July, 2011 - I unloaded flooring for the second room. I discovered one of the boxes labelled as 'Odd Lot' (mixed mills) with a reduced price. I had paid full price for all of the boxes so this caught my attention. I called and was informed that mixed mills means the differences between board could be up to 1/8 inch. I was further informed that these differences are typical with wood floor.
Reading the companies website, I learned that installing 'Odd Lot' flooring voids their warranty. I had to return to the store to replace this box with the correct box. No apology, but a clear message that I was lucky that I was not being charged a restocking fee. Strike two! I was starting to feel that perhaps this was not an accident.
August, 2011 - I went to store to get flooring for third room. It was not in stock and had to be ordered. I was informed I would be called the following week when the shipment arrived. No phone call. I called two weeks later, I was informed I would be called when the shipment arrived. A month later I called, I was informed I would be called when the shipment arrived.
November, 2011 - I contacted customer care with the concerns I listed above. The next day an e-mail alerted me they were looking into my complaint, but they had contacted the store and my flooring was in. That evening, there was a message on my answering machine from the store that my flooring was in. When I arrived at the store to get the flooring, I learned that the floor was not in because what was sent did not match the correct mill code.
November 23, 2011 - After three months, I finally got my flooring. I explained my frustration to the store manager. I am halfway through my remodeling and stuck with a decision to finish the project with this product (feeling that the company does not treat customers with respect) or throwing in the towel and finding a different product that is a close match to finish the remaining rooms.
The manager did not resolve any of my concerns and stated he called me last week to inform me that the flooring had arrived. I check my phone log for the entire month. He did not call my phone number last week. He either lied or misdialed. Based on my experiences to date, I doubt it was a misdial. I also have not yet heard back from their customer care.
It is my opinion that this company does not want my business or value - and respect - its customers. I will file a complaint with the Better Business Bureau and the Federal Trade Commission. Hindsight is 20/20. At least I know to avoid this company for any future building or remodeling projects.
EAST BRUNSWICK, NEW JERSEY -- Very bad experience. I ordered Hickory wood for my home upstairs area including stairs and I got delivery for Maple. Then we called customer care and they were wanting us to pay extra but on order it was already hickory and that's what we were given quote and that's what we paid. After so many calls/hrs we were so frustrated and asked them to refund us and give us our money back, they finally said they will replace it. Now today I got delivery and they just sent me floor material for hickory but nothing for stairs.
I told them these stairs are standard stairs with standard width, length not custom stairs but they were like they can't replace it/refund us because they were customer. Well on the staircase box itself it shows its standard dimension stair and they are lying that it's custom. It's standard stair. They are giving us so hard time not giving us what we paid and this is ridiculous. If I don't get replacement/refund, I will continue to write this review everywhere possible to save others from being trapped with them. I am calling customer care again today but I am sure nothing is going to change. I wish to get better service if I paid so much.
NORMAN, OKLAHOMA -- This company is awful. In spite of documented problems with the crew that installed my mother's floor, and in spite of the evidence their investigator found showing almost no glue used to prevent moisture from hurting the floor, Lumber Liquidators won't fix my 76 year old mother's floor because she called in her complaint 3 DAYS after their 1 year cutoff date. 3 DAYS.
The crew they used has since been fired for poor workmanship, with several floors they installed having been replaced, however rather than do the right thing for an elderly customer, they hide behind their deadline. While they may be within their legal rights, they are unethical and have the worst possible customer service. Spend your flooring money elsewhere. DO NOT SUPPORT THIS COMPANY WITH YOUR HARD-EARNED MONEY!
SANFORD, FLORIDA -- I just had a run-in with LL. We bought some expensive engineered hardwood from LL. We used their installers to install a floating floor on top of a concrete floor. We brought the flooring home and opened all the boxes for 10 days before it was installed. Right after it was installed (in 2 rooms) the floor squeaks and pops every time you step on it. We called LL and they said that was not normal. Wait 30 days and see if it gets better. It did not and we called back several times and each time we were told this is not normal.
To make a long story a bit shorter, we had two separate inspectors come (both were arranged by LL). They finally sent out the installers to remove a part of the floor for the second inspector. We got a letter of explanation about 30 days later saying that they do not warrant squeaks and their product is not defective. I have never heard of this type of floor making the noises it makes. This was verified by some builder-types that have seen lots of flooring. Do not use Lumber Liquidators - you will regret it like I have.