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Do Not Use Them - They Will Not Honor A 30 Year Warranty After 5 Months Post Installation
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Rating: 1/51

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.

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Stay Away From Lumber Liquidators
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Rating: 1/51

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!!!

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Defected Stair nosings, Absolutely NO Warranty, Won't Stand Behind Product
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Rating: 1/51

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.

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Excessive Shrinkage & Gaps - Formaldehyde in Resin
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Rating: 1/51

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!

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Poor Quality of Pre-Finished Wood Flooring.
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Rating: 1/51

TINLEY PARK, ILLINOIS -- Bellawood – Cumaru. Setting – Third floor condo. Size – approx. 500 sq feet. Purchased April of 2017 – Installed May 2017. Lumber Liquidator installer came out and gave estimate for installation, and measured for the amount of product needed, including transition moldings. His price was 2.90 sq foot – this area was 1.80 for all other installers. I returned to the store, said the estimate was high, was there anything that could be done – meaning can you lower the install price – I was given an adjusted price of 2.80 sq ft, 10 cents off. I declined, got my own installer.

At time of purchase, I advised the salesman that I was on the third floor, there was an elevator, and I would like to have it delivered to my unit. I was told no problem, I paid the additional 280.00. I also told the clerk at the time that I would be very ticked off if they arrive and tell me that can't/won't deliver to my unit. He assured me it would not happen. It happened. When the two delivery men showed up, they started stacking it in the lobby, I told them I paid for delivery to my Unit, they said no, I told them to call the store. After a bit of a back and forth, they delivered into my 3rd floor Unit.

In the meantime, I had gotten another estimate for 1.80 sq foot for install, so I hired the gentlemen. After he started installing, which was 3 weeks after delivery, he informed me that there would be gaps in the flooring because the planks are never milled the same. He said he sees this all the time when he installs pre-finished from LL. Mine was a glue down install due to the concrete flooring. He completed the job, and yes, there are gaps, everywhere, and some are larger than others. The really large ones have been filled in with matching color wood dough.

In conclusion, the finish is beautiful, as is the varied wood tones, which is what we wanted. The fit is horrible, through no fault of the installer, one can plainly see the planks are different widths. I would never purchase from LL again. And, I would certainly never.

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Poor Quality and Service
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Rating: 1/51

LONE TREE, COLORADO -- If I could give zero stars, I would. The horrible customer service and product continues... First, we measured the space for the flooring we needed. We were doing A LOT of work, as we were remodeling our entire house. Bottom line, we spent in the neighborhood of $6,000 on product (wood for main floor, vinyl for downstairs). So, we took the room measurements to the store, and were told how many boxes of each product we needed to purchase.

When the installer came to do the work and began opening boxes of the hardwood, some of the material was damaged. I called LL and was told that they do not take back damaged material, so I was out of luck. The second problem was that even with a significant amount of damaged material, there were still multiple unopened boxes of the wood left over. I again called LL and was told to bring it into the store. So, we loaded it all up and drove into the store.

When we arrived, they said that they could not accept any of it because it had been more than 60 days since we bought it (EVEN THOUGH THE BOXES WERE NEVER OPENED AND IT WAS THEIR MISTAKE). We left angry. Fast forward a year. We had some water damage downstairs and needed to re-order some of the vinyl. Called LL, as they were the only company to carry this vinyl. They said that the item had been discontinued so they only had about half of what we needed in the store, and would call around for the rest.

They were able to find the rest of the materials that we needed, but charged us more than the cost of the material in shipping!!! Even though their website says free shipping to local store, they refused to honor it. So, a small project to repair water damage just turned into an expensive project! They don't care what happens once they have your money. DON'T SHOP AT LUMBER LIQUIDATORS!!!

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Poor Quality Produce, Even Poorer Installation
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Rating: 1/51

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.

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Fraudulent Business. No Warranty.
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Rating: 1/51

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.

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Terrible customer service. Deceitful, nasty, mean, scammers
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Rating: 1/51

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.

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Defective Bamboo Flooring
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Rating: 1/51

ST PETERSBURG, FLORIDA -- I purchased Morning Star Bamboo strand flooring from Lumber Liquidators in 2012, in 2014 I had boards that were seeping a resin-like substance and were curling and the top coat was cracking. I have dealt with the customer help people and I was denied any help right away after they looked at pictures. I got the flooring 101 install sheet and was told it was moisture and because we had a dog, no one even came to look at it. Then I complained more. They sent "Their" inspector out and he looked at it and wouldn't say any thing to me.

It took a few weeks later after many calls to come to get an answer. They denied me again, said it was moisture that was the problem. I used the "moisture barrier/glue" they recommended but it was the installer they said. Well after 35+ years in the home improvement field I think I know how to install a floor. My claims were shot down and basically told "too bad!"

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Lumber Liquidators Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 56 ratings and
80 reviews & complaints.
Contact Information:
Lumber Liquidators
3000 John Deere Rd
Toano, VA 23168
1-800-366-4204 (ph)
www.lumberliquidators.com
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