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Lumber Liquidators Hires Hack Installers Leaving the Customer High and Dry
Posted by on
Rating: 1/51
PETALUMA, CALIFORNIA -- I am having a nighmarish experience after selecting LL to install an pre-engineered maple floor. From the git-got it was a disaster. The installer for the job did not correctly estimate the job (he missed the second story of our house) I had as-builts and provided a copy so he could finish his estimate. 2 days into the job he says he doesn't have enough wood and blames me!

It gets worse, he runs out of wood and leaves the master bed room floor unfinished! I trip over loose, unsecured boards getting to my dresser every morning. We can't get more wood for 3 more weeks, installer says its not his fault, Lumber Liquidators just shrugs. We knew he installed it wrong so we hired a 3rd party inspector who verified the installer voided the pre-engineered wood warranty by installing end joints less than 6" from an end joint.

Again Lumber Liquidators shrugs and tells us to work it out with HSS the company who hired the installer. The only remedy is to pull up the flooring and start over. 2 months have gone by and we are no further from getting a resolution than the day the installer walked off the job.

Avoid Lumber Liquidators and pay a little extra and get a local flooring company. I know I wish I did!
     
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At Your Service on 2013-01-22:
I guess I can understand that Lumber Liquidators is only supplying the flooring, not the installer. It stands to reason that it's better to purchase the flooring and installation all through one entity as then you don't have one point the finger at the other.

The Spanish have a saying that, when translated, states, "The cheap comes out expensive." Sounds like what you're running into here.

Best of luck.
gavin822 on 2013-01-23:
Actually we did use Lumber Liquidators hand picked installer when we signed up for their GE Credit line. Installer messes up and LL is nowhere to be found. They won't stand behind their customers in a pinch. The expect you to work it out with the hack installer I guess.
face it on 2013-01-24:
Lumber Liquidators has never wanted to assume liability for installation from their inception. Before HSS was brought in the picture installers would earn trust and a solid back ground of satisfied customers and they would be chosen by the staff working the store for recommendation to the customers. After the corporate re structuring of Lumber Liquidators, they brought in HSS to shield themselves from any installation liability. Hss advertises a warranty for installation and takes a large percentage of each job (15% of the job total that the installer must pay as well as tax,insurance,workmans comp, financial bond, labor wages, and all other costs associated with running a business)when the warranty is 100% the liability of the installer. With that fact and the fact that one can join the HSS installation program provided you have a decent credit score and are not a felon, outside of that you are required to have no actual product or product application knowledge. Which is a recipe for disaster for the homeowner duped into believing they will have a seasoned professional in their home. With very poor quality material and some of the most nearly unobtainable manufacturers installation requirements, it leaves the opportunity for the slightest variation from manufacturer recommendations to be deemed as "improperly installed" there for releasing all liability from Lumber Liquidators (manufacturer/distributor) and HSS (Installation coordination/payment processing) and placing 100% of the liability on the installer that would average from $10-$15 per hr after paying HSS 15% and all other associated costs. Also factor in the lack of experience you describe of the installation crew you where arranged with via HSS.

Is it possible you just got a "green" installer that had little or no installation experience/knowledge? Of course it is, but as I was an installer for approximately 24 years (12 with Lumber Liquidators, 4 with HSS)as well as the re assignment of various trades during the countries recession a lot of competent trades men where forced to expand into areas they had little knowledge of, such as carpenters turned flooring installers. Then organizations like HSS further fueling, or rather flooding, the industry with their completely unnecessary presence and a influx of under skilled labor does nothing for the consumer.

In short form: any customer of Lumber Liquidators is better off hiring a local reputable installation company outside of the LLI/HSS network. Also if the number of complaints against LLI and HSS is not enough to deter the informed shopper away from LLI complaints ,such as this one, will repeatedly appear.

Contacting the BBB will do very little as LLI and HSS are both accredited business with the BBB (google accredited business BBB) they simply pay their way to a deceivingly higher score than they deserve.

I am truly sorry if this response paints a gloomy picture, but it is nothing more than the unfortunate outcome of yet another paying LLI customer left "holding the bag" and HSS and LLI free and clear with your hard earned money in hand. It is sickening really, but yet it goes on day after day and is business as usual for LLI and HSS.
gavin822 on 2013-02-18:
I appreciate your take an would agree we would have gladly used a local installer with a good track record, but was duped into using Lumber liquidators installers provided by HSS. We are coming on 3 months since the incompetent installer (who boasted of 20 years experience) and we are still wrangling with HSS to compel the installer to come back and recorrect all the errors that voide the wood warranty. We are probably headed to court at this rate. I am sadder but wiser through the whole experience and will make sure to only use reputable local installers in future.
face it on 2013-02-19:

Best of luck to you gavin822. I would like to hear what happens after the court date. I truly wish you the best in recovering your losses.
IDK on 2013-04-08:
All big box retailers use these services like HSS, you will run into the same thing over and over again. LL isn't the only one. And you see it with all typs of installation, not just flooring. Appliances, cabinets, doors, windows, etc... The pay is so cheap for the installers, they never get decently qualified or experienced installers . They can only keep second rate labor. Or worse. The products they sell are usually junk, that even a qualified installer may have trouble with, and when you have second rate labor installing a second rate product, it's a recipie for disaster. And don't expect the big box retailers to stand behind any of it! They don't. Their contracts and warranties are written to protect them 100%, they are basically worthless to the consumer. Not to mention that you usually pay much more not only for the product but, for the labor as well, using these third party installation companies like HSS and others.
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STAY AWAY FROM LUMBER LIQUIDATORS
Posted by on
Rating: 1/51
S. HACKENSACK, NEW JERSEY -- We had this floor installed last year upon their recommendation. We followed all instructions and used installer they suggested. Our floor is cupping, squeaking and coming up. The 30 yr. warranty and their customer service is a joke. They have done nothing and blame it on moisture even though they used moisture barrier. I have researched and found hundreds of complaints online. STAY AWAY from them. Be like us and use all possible outlets to warn consumers. Since they fail to respond to customers, warn others and maybe they will wake up to customer complaints.
Resolution Update 03/16/2013:
I have received a full store credit to replace the floor.
     
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Old Timer on 2012-12-06:
Lumber Liquidators must seldom get a repeat customer. They remind me of a street seller we went past in Tijuana years ago, he said, "please let me try and rip you off just one time". It was so original we actually bought a bracelet from him. Lumber Liquidators will never get that chance with us after all the complaints I have seen. The street seller was honest and original, Lumber Liquidators seem to just be crooks with a license to steal.
yoke on 2012-12-07:
LL sells discount flooring. They make it clear it is not top of the line. LL are not crooks, far from it. They sell flooring at a low price, which is what the buyers are looking for.
Barbara on 2013-01-02:
I'm not sure where is it stated that LL makes it clear that they are not top of the line. There is no claim that their flooring is cheap b/c of poor quality. What marketing genius would ever say that? On the contrary, their claim is that they cut out the "middleman" to get quality product at a lesser price. They even have Bob Vila as a spokesman.
ok4now on 2013-01-10:
LL and Empire Carpets seem to have a lot in common. They both sell a cheap product, have many complaints and no repeat business. Stay away from these ripoff people!!
Ray on 2013-01-17:
I purchased and installed 900sf of click together antique strand bamboo, the floor looked great for the firs 3 months now the seams lengthwise have started to separate to the point they have come unlocked in many places, the entire floor needs to be taken up to replace the affected boards. I am by no means a professional however I have installed no less than 5 wood and laminate floors with no issues, my house also has a built in humidifier which allow me to keep the humidity in my house at 38%. Not only are the seams separating you can also now see and feel the grain texture, I feel the product was manufactured and shipped to early before the wood dried properly, then when they introduced the resins that hold the material together it made the material more susceptible to shrinkage. I have put a claim in with LL it is going on two weeks now, I complied with all of their requests to send photos, fill out forms etc... they still have not sent anyone to look at the problem, I am not very optimistic at this point.
Tammy on 2013-03-02:
We had lots of problems also, we tore it up and took our 500.00 loss . Never again !!!!!
Kat on 2013-12-26:
We had 1200 sq ft of click-lock carbonized bamboo from Lumber liquidators installed in October, 2011. As I keep reading from other consumers, the floor is complete trash now. The finish is completely dulled - even though we use their recommended cleaner faithfully. The gaps/splits are everywhere - we are constantly finding new places where it's coming apart. We run a humidifier to keep it around 40% and still the gaps appear. We went round and round w/LL trying to get them to make it right and they continually blamed the installer and our house for their terrible product. I give it maybe another year before we finally have it ripped up and something else installed. We may even just go with stained concrete. Lumber Liquidators sucks.
Dave Bowden on 2014-02-01:
I also did about 1000 sq ft of the click bamboo on a slab with the expensive underlayment. it is also cupping, and coming apart in many places... Sick to my stomach. I have not contacted them yet but not too hopeful.
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Floor Buckling After 7 Months of Being Installed
Posted by on
Rating: 1/51
TAMPA, FLORIDA -- Last year Lumber Liquidators installed 8 areas in my house with the thick flooring. In April noticed an area of the floor buckling. Contacted customer service and they forwarded the information to warranty. Now this next decision was made from the pics I took, no one had been out to even look at the floor. Warranty dept said it was an install problem. Grace [snip] sent out another partner company to look at the floor last month. They are saying there is too much moisture in the floor area, of which is the computer room. I made the comment that apparently the installer did not do the proper test for moisture and went ahead and did the install anyway. By the way the original installer has to this day never contacted me. As for the out come after spending $6000.00 I have no resolve on this problem, not even a call back from Grace [snip] with what will be done about this. I sent her an email and still not response. Do not buy from Lumber Liquidators their warranty is crap. I actually am considering on suing this company for
their negligence in this. Ron Kifer
Company Response 07/09/2012:
LL Response: The installation concerns are upsetting and we've asked The Home Service Store to reach out to you. Keep in mind moisture intrusion can occur and there can be many causes that have nothing to do with the installer, so please keep an open mind as the warranty covers any concerns where the installaiton is at fault, but does not protect against issues that are not installaiton related in nature. We agree this must be frustrating, but to make a blanket statement about the warranty like you did ignores the possibility that the problem may be your own and not a product, or installation concern at all. We appreciate your shopping with us and the floor looks great from the photos I viewed. No matter where you source materials from, if there's a moisture concern within your home it would react this way until the source of the problems corrected. A representative from HSS will be contacting you shortly.
     
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Alain on 2012-07-09:
Whether or not you take legal action against them or not, you can quickly file a complaint at http://myfloridalegal.com and http://www.ftc.gov/bcp/index.shtml
face it on 2012-07-09:
Lumber Liquidators uses a company called The Home Service store to do installations (mainly because that Lumber Liquidators does not want to take liability for installing their own product!) They advertise a 1 year workmanship warranty. Lumber Liquidators nor The Home service store actually have any part in the warranty. The liability is pushed of to the installer each and every time. If the finish cracks-the installer did it, if the boards warp-the installer did it, if the boards split-the installer did it (see a common thread there?) If the moisture content was indeed too high,from my experience, it would not take a year for the problem to show. Was the installation over concrete? or a crawlspace/basement? Concrete can be quite temperamental in that concrete always transfers moisture (at much higher levels than a plywood sub floor does) The usual course of action is that either HSS or LLI will send out a so called independent inspector to survey the issue and then blame the installer, just to make it more official.

Not knowing the particulars of this installation it is hard to say what the actual problem is. Is the floor glued or nailed down? is it a floating floor? is it an engineered product or a solid? Most people (naturally so) do not know the different manufacture requirements for specific products (ie: slope of floor, deflection of flooring, moisture content, humidity content, type of glue, etc. etc.)Also note that the materials manufactured for LLI have the strictest limitations in the industry!
To avoid further out of pocket expense you might try to research your product online and see what the outlining manufacturer recommendations are. Then you would have all the information to make a solid decision as to what is causing the buckling. Or possible hire and inspector your self to see what is the root of the problem. Outside of that I am afraid that taking legal action (more money out of your pocket) is about all you can do. The BBB will do nothing to help, the federal trade commission will only file your complaint for reference in the event that action is being taken against a company, the Attorney General of your state will also only collect data for reference purposes. You might try a local news "trouble shooting" hotline? Tho I would not hold my breath and expect that source to do much good either. Best of luck to you and your floor.
Jenna on 2012-10-20:
Lumber Liquidators will do anything / say anything to avoid honoring a warranty. As "face it" said above, they will always push the problem off onto the installer and/or the end user and say it is not covered under warranty. Yes, Lumber Liquidators, I have tried for an extended period of time to get your company to appropriately deal with your defective products but your practices are deceptive (at best) and your employees are well-trained at ignoring, denying, and dismissing consumer complaints.
L on 2013-03-16:
People need to bombard them with cards to the board of directors, ty pennington, hgtv, bob villa. Their own company people, E.B.Haskell, Rebecca Whitlock, Brian Pullen, Jack Berry and the list goes on. I am planning on sending them all thankyou cards for selling me a crappy floor and a piece of flooring that they can do whatever they want with it. I know what my suggestion would be. A good, honest lawyer needs to investigate there business practices and go to the people who have been scammed by them.
They are seasoned professionals without any ethics and they need to be taken down and exposed.I am amazed that they can sleep at night, after ripping of hard working people.
Carolyn Johngarlo on 2013-06-28:
We live in Houston, Texas. Our whole house has wood floors in it. The first floors put in were the den,dinning long hallway and the wine room. We had no problem with these floors. This was back when you did not have to use The Home Service contractors. This contractor first made sure the floor were level. Then they put down a moisture barrier and then glue. Last year we had 4 bedrooms done. All 4 of those rooms have buckled. The installer used a new moisture glue combination. We had an inspector come out. His report showed that there was a lot of moisture in the master bedroom. He also indicated that the installer did not leave enough expansion room from the molding. The inspector said that the installer should have compensated for the excess moisture in the master bedroom. We called Grace. She did nothing. Finally I sent a letter along with all of my receipts and the inspection report to the CEO of Lumber Luquidators. After buying all new wood again. Grace called and said the installer would redo the floors. The installation would only cost us $200. We had to sign a release. Guess what. All of the floors have buckled again. I think we should contact 60 minutes or 20/20. If you need to contact me my email is c.singletary@sbcglobal.net. We should all get together and report them to the press.
S on 2013-06-29:
We too bought hardwood floors from LL in Houston. The first installers were HORRIBLE. No moisture test done, L L actually sold us solid hardwood which should never be sold in this area I later discovered. The reason is due to the moisture/humidity in the Houston area. The first installers did not put down any type of moisture barrier. Told us our floors were not level. The solution was to jackhammer our slab. Unreal. The floors buckled within one week. HSS replaced the floors with the same exact flooring. Solid. Different installers this time who did put down a moisture barrier. Guess what, the floors buckled again. Installer came out and removed the bad boards leaving us with holes in our floors. He stopped returning our calls. Realizing we no longer wanted anything at all to do with ll we contacted several other flooring companies in the Houston area. Each told us the same thing - a moisture test should have been done, solid hardwood is a definite no, and the moisture barrier used was a joke. Contacted ll again. Basically no response from anyone. We decided to spend the money again ourselves and do it the right way this time. Moisture testing proved our home should not have had any type of hw installed. If we had known this from day one we would have never invested $12k in the original flooring. We are now in the process of having tile and carpet installed. Not what I wanted but the safest option. NEVER EVER buy from Lumber Liquidators. This has been one of the worst and most expensive experiences I have ever had. We've now spent a total of $25k for flooring. Lesson learned - go with a local reputable company.
carolyn johngarlo on 2013-07-29:
We have had the same problems. Every since they started using the moisture barrier glue combination. Of the 4 floor we had installed last year. All of them have buckled. We have replaced the Master Bedroom twice and it had buckled again. We have 4 other large rooms where they put the moisture barrier down and then the glue. We have never had a problem with those floors. I have decided to have someone check in to the moisure barrier glue product they recommend. I am tired of spending money. I think this would be a good story for 20/20 or 60 minutes. If anyone wants to join me. Just email me at c.singletary@sbcglobal.net.

Thanks.
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Customer service sham - reverse blame
Posted by on
Rating: 1/51
ROCKFORD, ILLINOIS -- WOW what crooks We bought 900 sq ft of this and in a total of 36 boxes. We started to install after installing 28 boxes of the same color we come to the finish of 9 boxes TO MY SURPRISE THEY WEAR ALL OPPOSITE COLOR I MEAN NIGHT AND DAY color And unfinished. I would only assume the tuck loader would have half a brain and when loading does make sure I'm getting the same lot. considering I bought at the same time wow no brainer. To top it off I call customer care and they start asking me questions of how it was installed and what glue I used Really!! turn it on me. I ask them what does this have to do with the color of the wood ? The reply was it is the general questions we ask so I ask for the manager name and the reply there all in a meeting. so in the end they have no wood in that color other than what a bought and now I'm fed and my customer is the victim. I thought to my self has LL been around for around week ?

I'm I on an episode of the 3 stooges (DO WE CHEAT-EM AND HOW)

p. s.I can't believe "they try ed to say I made the wood change color may favorite was when they put me on hold for 45 minutes and had to sit in the parking lot fore seven hours.


In response to LL feed back at bottom-

They lie they never fixed the problem I DID and when they called I was bribed within store credit I never told I them would shop there again (LL pleas don't right things that are not true And in witch they told me I was to receive the $300 in store credit 3 day ago I have still not been taken of
do you self a fave shop somewhere whit some honesty and integrity they do not make good on there end believe me. When they transfer you someone maned Shel-ly this person never called me and never sent the in store credit. This problem could have been easily avoided and cost me over $500 and my men had to take a 2 day sit at home (no Pay) that helped there family's

LL keep the lies coming

P.S.It nothing to with the product it had to to with the shop not taking the time to check the (lot) and giving a $2000 order the care it deserves.

(Smoke and mirrors)

INTEGRITY RENOVATIONS AND ELECTRICAL.
Company Response 05/10/2012:
LL Response: We spoke with the customer today after several missed phone calls between both parties. We feel the pallet received did in fact have some boxes included that were not a match for the lot delivered. This would have been unknown at the time of receipt. We explained that Customer Care asks a series of questions to uncover the problem, but in this case the customer was out of patience and found little help in answering questions. He agreed the agent knew little about the whole story because he was in a rush to correct the problem. I had the team in a meeting to drive a customer service initiative to improve service, so it would have been appropriate for the agent to ask for a call back number in this rare instance where coverage was not available a training initiative. After speaking with the customer they agreed and became very frustrated by the project delay caused by the 9 boxes in question. LL has since made this situation better and achieved customer satisfaction. No matter where you source materials this can happen no matter how big or small the order may be. We happen to sell more flooring than anyone else and instances like this one are a rarity. Thousands of transactions occur each day successfully and with a great deal of satisfaction from price, quality, service, and support before, during, and after the sale. The customer will be returning for another purchase and a second opportunity for them to see how well our “normal process” works. The customer also understood bamboo can have color variations as most natural products do, so we addressed the problem and turned a negative situation into a positive experience.
Company Response 05/11/2012:
LL Response to Bamboo concerns: We spoke with the customer and corrected the error with the mixed product, and the customer very satisfied with our response. We have taken action to resolve other concerns mentioned and always appreciate customer feedback. Thousands of transactions occur each day without the slightest problem, but when something goes wrong where LL is responsible, we make it right. They will return for future purchases and it's from this kind of repeat business we earn a customers trust when making good on a bad situation.
     
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face it on 2012-05-16:
Of course the company response would make it look as if they care. When in all truthfulness they do not. They are a large corporation and unsatisfied customers are a calculated risk. They know full and well the quality of the products they sell and they know how to get around a situation by "passing the buck" They are not to be trusted. Go with a local independent store for real customer service. Lumber Liquidators is not to be trusted.
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BUYER BEWARE
Posted by on
Rating: 1/51
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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BigAl on 2012-03-28:
How can you glue it down with an underlayment pad?
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.
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).
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 apparently 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.
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.
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 etc.) 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 warranty 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.
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
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.
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 their 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!!!!!
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”.
STAY AWAY FROM LUMBER LIQUIDATORS!!!!!!!!!!
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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Buyer beware
Posted by on
We wanted to put in laminate wood flooring we seen Lumber Liquidators add for 39 cents a squar foot. we went to see they did not have enough to do a whole room more would have to be ordered. they accomplished their goal to get us in the store. we bought flooring for kitchen at app. 1.39 a square foot. after trying to install two times we realized the pad that is adheared to the back was put on crooked and couvering the groove that the next piece snaps into we pulled it up yet again and called the store we bought it at. they stated they could not refund but could ordered more it would take 2 or 3 weeks to get. its 1 week till Thanksgiving this year last week. we said unacceptable they said we could pick a different color but we would have to pay the difference in price. they told us if it was damaged they could refund but this is not damaged. I stated no its worse than damaged its made wrong. NO REFUND ! SO BUYER BEWARE I LEARNED A LESSON TODAY! IT COST ME OVER 250.00 DOLLARS THEY WILL NEVER SEE ME AGAIN OR HOPEFULLY ANYONE I KNOW!!!
Company Response 11/28/2011:
LL Response

Our terms and conditions are clearly stated at the time of purchase and LL will gladly accept back ANY material deemed defective if uninstalled. In this case a single piece of flooring is not going to stop the project and could be considered waste, or easily replaced with a box by the store. We hold manufacturers accountable for any defective material. The communication here with the store would suggest we like to make customers unhappy and that's not how we've come to be the largest supplier in the country. Call Customer Care and any associate will gladly help you so we can learn more about this issue. Lumber Liquidators sells brand new product, in some cases exclusively, and also sells liquidation items, odd lots and other items to help consumers enjoy more product for your money than the big box stores offer. They'll likely direct you to the manufacturer where LL stands before the manufacturer ready to help our customer first. It sounds like there's more to your story and we're willing to help and encourage you to call us right away. Use the number on your invoice and we'll make it right. It's unfortunate this is where you felt you needed to go for help, but we're not backing away and stand ready to assist you. On behalf of the company, please accept our apology if this problem interfered at all with your holiday plans. Customer Care will be placed on alert awaiting your call…something no big box stores prepared to do!
     
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face it on 2011-11-26:
the issue you described is not all that uncommon. The pre attached pad being out of alignment. The major difference here is that Lumber Liquidators will do nothing to remedy the problem. Any of the big box stores would replace you material rather quickly, that is if you actually had a problem with there material. The quality control measures taken by major manufactures is far greater than what is produced for Lumber Liquidators. Most of the material they carry is what was returned to other retailers as unacceptable(odd lots or seconds). The advertising of this company is deceptive, giving people the illusion that they are buying grade A material when in fact they are not. I am sorry that you had this problem. I truly wish each and every person thinking about making a purchase at Lumber Liquidators could see these reviews beforehand. I have always said the proof is in doing business with them, if you dare!
Dutcandy on 2011-12-09:
I agree with Lumber Liq. carrying seconds, they take no responsibility for anything. They blame the consumer for problem. I have had bad experiences with them, I really thought they knew what they were doing, but I was wrong, never again. The big box stores will take theirs back, no questions asked.
face it on 2011-12-11:
Here we are again. Yet another unsatisfied customer of Lumber Liquidators (any one else seeing a trend here?)
lets break down the company response: they state "Our terms and conditions are clearly stated at the time of purchase" Which simply said means that we put terms and conditions on your purchase because that we are fully aware that we sell material with defects and we protect ourselves by making the customer sign (initial) that 100% of the liability falls to the consumer! This is a "grey" area as they state any product uninstalled can be returned. If the product has obvious problems (scratches, gouges, splits,etc.) that anyone can plainly see, then that in and of it's self is about as basic as it gets. Of course you would return something you purchased if it had problems of this nature. But! if you have a product that has issues that are not so easy to detect (moisture related issues, milling issues, etc.)The only way for the DIY homeowner(as well and less experienced contractors) to know these conditions exist is to attempt to install the material. Can you see the "problem" there?

Secondly, they invite you to call there call center and explain your problem with an associate. One simply needs to look over the ample complaints in regards to customer service to know just how shallow of a response that is.

Also there statement : "It's unfortunate this is where you felt you needed to go for help, but we're not backing away and stand ready to assist you." Use your own judgment on this, but what I see is "information like what is available on this, and other sites, is damaging to our bottom line profit. So instead of telling the general public about you experience, call our trained "scripted" call center so the "ball stays in our court" and we can control the issue.

And then there response says : "In this case a single piece of flooring is not going to stop the project and could be considered waste, or easily replaced with a box by the store."
The industry standard in regards to waste with hard-surface material is 5% (200 sq.ft. + 5% waste =210 sq.ft.) So the occasional "bad piece" is common. Two things jump out to me after reading this portion of there response.
1) it appears as if they are saying "if you have one bad piece bring it back and we will exchange it for a whole box" which is a direct conflict to there "terms and conditions".
2) It appears as if they are criticizing the consumer saying "a single piece of flooring is not going to stop the project" There is no possible way for them to know wither or not that one piece did or did not stop progress on this project. There are occasions when you come down to the end of a project and the successful completion is hinged solely on that one last piece.However uncommon, it does happen.

Also for anyone out there considering using Lumber Liquidators installation services (the Home Service Store HSS) PLEASE!!! spend a few minutes and search the internet for "the Home Service Store complaints" for valuable information to fuel your decision.
Dutcandy on 2011-12-11:
thank you for confirming I am not the only one having problems with Lumber Liq. floors, I was in a lot of contact with them prior to buying the floors, but now that there is a problem after only 3 months, they seem not to be interested in helping me at all. I will never buy there again.
disgusted too on 2011-12-19:
I have had an ongoing fight with this comapny as well. They sold me wood flooring that is splitting and cracking everywhere a few months after installation and refuse to give me my money back, I now have a lawyer. This company should be shut down for their horrible, second rate products they pawn off to consumers as first quality, then they send the same response to everyone with the "warranty claim" and environmental issues. Bait and switch! Their customer service will do nothing for you, trust me, and the "heads" of this company will not either!!!! And they will blame YOU or the installer for any issues you have, and not their garbage products that may look good for a month or two, then just fail miserably. They are a horrible company and should not be allowed to be in this business anymore, any complaint website is FILLED with the same complaints...BUYER BEWARE!!!!!!!!!!!
Daniel on 2013-03-28:
I am a flooring contractor. To this day, I have had only horrible experiences when installing products my customers bought from Lumber Liquidators. LL always blames the installer, when their garbage second rate flooring either cups,peels, or simply will not go together when my installers attempt to install it. LL has every excuse in the book as to why their products simply don't hold up.I never have problems when I buy from other places whether its a big box store or a small flooring store, only at LL. Go figure....
LL Nightmare on 2013-06-09:
Hi everyone, here is a tip for you all. It will work most of the time. If you buy product from LL and notice product defect and cannot support or refund, but instead LL blamed the installer. Keep all your receipt and note conversation who you been dealing. Get an attorney right them a letter and if they not response, bring them to court. I know it tougher for most of us, but here is the trick. LL locate threw out the states, they don't have their own attorney in every state, and once they got sued, they need to hire an attorney that practice in that state to defend for them. It will cost them at least 20k each case and waist their times. Most of the floor claim is less than 20k, so do your math guys. What would you do if your were LL.
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Bad Wood and A Terrible Install
Posted by on
PENSACOLA, FLORIDA -- I bought the wood from the LL store in Pensacola FL. I picked the wood up and put it out for seven days as instructed. The installers (hired through LL) showed up and said the wood was bad (warped and cut to differing widths). They delivered new boxes and assured me that this wood was good. After 7 more days, the installers showed up and began the install. I told them three times which way I wanted the wood to run. They still started putting it down the wrong way. I told them to change it and one of them went off the handle and argued that I told him to do it that way. I said no I didn't and told them to do it the right way. He got so mad that the other two guys had to take him home for the day. His home was over an hour's drive one way from my house. The other two returned and started putting down the wood. The wood they pulled up was thrown together in a box with glue all over it. It was ruined. The next day they returned with the hot head and put the rest of the floor down. They did a poor job. Some of the wood was cut wrong and was not covered by the quarter round. There are defects in the floor. One of the boxes suffered from the same problem as the first (warped and miss cut wood). The installers installed it anyway. You can see the bowed and miss cut wood in the floor. I bought enough T-Molding to do all the doors and they failed to do three of them. They did however take the extra T-Molding with them when they left. The worst thing of all is the glue they got all over the floor. It will take months to clean it all off. I notified the regional installer manager that I wanted my T-Molding back and she assured me she would have it returned. Never heard from her again. I also sent this message to the Lumber Liquidators Store Manager who assured me he would send the message on to his regional manager. I doubt if he ever did because I have not heard anything from them.

I DO NOT RECOMMEND LUMBER LIQUIDATORS TO ANYONE WHO CARES ABOUT THE QUALITY OF THEIR FLOOR!!!!
Company Response 04/05/2010:
Boards will vary in width as you cannot measure each individual board since wood is a hydroscopic product, it will take in and release moisture changing the dimensions of the boards, so a more common and acceptable practice is to lay out (rack) one box to see if there are milling issues. If there's a problem, we'll take them back and hold the manufacturer accountable as we did in your case.

If you used the installation services through HSS and were not happy with their work, the installation comes with a warranty and you should call the number provided and file a complaint. There's always two sides to every story and we can appreciate you may not have had a good experience, and I'll use the points you made about the direction of the flooring as an example. Installation wise it may have made more sense to install the flooring a certain way considering doorways or long runs, so the rub here may have been the installers trying to protect your investment over a personal preference regarding direction.

Either way it sounds like this was not a good experience and store as well as Customer Care will always do what they can providing assistance to help your project go smoothly. If you're missing material - Call the store or Customer Care and we will expedite delivery for you. Always participate in the installation process so the final quality is exactly what you want and you'll have a better experience in the future.
     
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dan gordon on 2010-03-26:
I was a flooring rep for many yrs. LL often sells 2nd etc. I wasn't aware they offered installation services. Here is a site that often has issues with LL. Do a search and you will be in very good company.

http://ths.gardenweb.com/forums/flooring/?649
face it on 2010-09-09:
Lumber Liquidators uses the Home Service Store (hss) to offer installation services as they do not want the liability of offering installation of there product. Take that however you see fit, but essentially it means we sell crap and we know it! A popular trend is for a company to take over installation ( as well as other "services") for large companies ( Home Depot, Lowe's, Lumber Liquidators, etc.) and by doing so they dictate what the installers will be paid and how they are to operate. This action is single handedly corrupting the market and putting old world service of working with an individual as a thing of the past. Today's economy can not support these so called "we guarantee it" companies like HSS. There only reason for being there is to fatten there wallets while making the people actually doing the work suffer. There so called guarantee is actually offered by the contractor doing the work, there only place in all of this is to give customers a phone number to call. They actually do absolutely nothing in regards to correcting an issue. They just add another step for customers to go through to get there project completed.
the people at HSS have absolutely no product knowledge and have no reason or benefit to the customer other than reading the "script" they are given to address all issues. In short it is like going to a restaurant to eat and not being allowed to order what you want, but instead having someone standing there telling you that you must order something else instead!
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The worst customer experience
Posted by on
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.

Company Response 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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Absolutely Avoid This Store -- They Sell Absolute Junk And Rejects
Posted by on
AUBURN, WASHINGTON -- This is a very brief abstract of my experience with Lumber Liquidator (LL)here in Auburn WA:

Last year I purchased a 3" Patagonian Mahagony that came with worm holes, splits, and bad milling (almost 1/16Th milling difference). When I went back to tell the about it they told me: "oh nobody told you that this is a cabinet type Hardwood"? I said no and I'm half way through installation (do it your-self-er). I tried to return the defects but they would not refund it. the said they would sell me more of the better quality, for a Dollar less per Square foot. The one they gave me was of the same bad quality.

My next experience happen this year helping a friend to purchase about 600 sq ft of Brazilian Teak. we took a sample from the wall (priced at $5.99 per Sq ft and liked the color and called to place the order. When we placed the order they did not say anything about "seconds" or Odd Lot" or "reject", we ordered what we have taken as a sample...and the salesman/Manager (Arron) told me, due to my past un-pleasant experience with the Patagonian Mahogany", he will give my friend a special discount ($2.99/Sqft)and he said:but it will take three weeks to ship from VA. Three weeks past and no Teak. He (Arron) apologized that the truck was to full to ship and it would take another two to three weeks. The delivery came after 16 days with 400 Sq Ft instead of 530 sq ft and being SO GRACIOUS he delivered them to the House last Thursday. Yesterday we examined the boxes and found a label on every one of them saying "ODD LOT" , we open three of them and pull few from each, and to our HORROR we found every plank with a WAX Marker mark right where the defect is.

The Defects are ranging from bad Surface Milling's to bad finish, to cavities...YOU NAME IT! We pulled more from other boxes only to realize that all the boxes contained REJECTS by somebody who bought them and returned them all marked.

We contacted the store (Arron who was not available) and we talked to Jim who said he cannot do anything about it and we should call tomorrow and talk to Arron, even though he located the order#1277154 and can see all the details. My friend received a call back from Arron who, when confronted with the quality of the Teak, did not even offer to rectify the order, he listened silently, then he indicated he will get the trucking co. to remove the boxes from the house and just a minute ago my friend called me confirming the credit refund. We will be contacting all who have similar experience with LL to file a Class Action Lawsuit and joins other Class Action Lawsuits nationally listed by Googling "Class Action Lawsuit against National Lumber". Our goal is to stop LL from deceiving customers as to the quality of their product and prevent LL from damaging others in WA and other States.
Company Response 03/15/2010:

Our company sells a large variety of products from top of the line flooring, to odd lot flooring, but the consumer is never misled and the prices and policies are clearly marked.

The complaint does not match the stores accounting of the transaction and our invoice clearly states what to do if you feel dissatisfied with service, price, or quality.

I would like to add that ODD LOT stickers require no examination of the box to find them - They are bright fluorescent green and clearly visible. The markings on the boards are from quality checks performed at the time of production identifying less than perfect material.

Your invoice clearly states the quality of the product purchased and even though this is a non-returnable item, the store not only delivered product, but also collected the return in an attempt to work with you because you were not satisfied. The store clearly divulged proper information at the time of purchase with a signed invoice, so your claim goes back to reading the invoice. If you want a high quality product we suggest you avoid the odd lot section and buy first grade material.

We sell to thousands of satisfied customers everyday and encourage customers to make an educated purchase by looking at prices, quality, warranty information, and reading the invoice so you know exactly what you're buying. We're sorry to hear your experience differs from that of many others and LL absorbed the $500 delivery / collection expenses in your case seeking your satisfaction.
     
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NEVER BUY prefinished floor from Lumber Liquidators
Posted by on
ARLIGTON HTS, ILLINOIS -- I had my Bellawood maple floor installed in my new kitchen after recommendation, from "specialists" at Lumber Liquidators in Arlington Hts IL. That floor should never be recommended for the kitchen! After a minor leak under the sink, water leaked to the floor. Finish has come off at the edges exposing raw wood. By the way: wood planks are beveled and are finished only on the top, making easy way for water to puddle between planks, seep under the finish and ruin it! I'm very
disappointed with a quality of Bellawood.

They claim that finish is guaranteed for 50 years! MAYBE JUST TO LOOK AT IT! My old oak floor in the rest of the house had much more use and abuse and old finish is still fine. There was no mention that it should not be installed in the kitchen (where there are occasional spills). After complaining, Lumber Liquidators has send somone to see the floor, but they refused any responsibility for the finish. NEVER BUY PREFINISHED FLOOR FROM LUMBER LIQUIDATORS!!! It cost me over $1200 just for the floor not counting installation.
     
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poppapia on 2007-03-19:
Many houses have hardwood (including prefinished) in kitchens and dining rooms, where spills do happen. If these spills are cleaned up immediately, there shouldn't be any problems with the floor. With the exception of ceramic tile, any other type of flooring will have problems if exposed to moisture for a prolonged period. For myself, I would never purchase any type of flooring product online unless I could look at it somewhere in person.
shawnp80 on 2007-03-19:
This minor leak may have been leaking longer than you think. I just bought pre-finished Brazilian Redwood from Lumber Liquidators on Saturday. I hope it works out OK. I am having it installed in the living room though. I went with ceramic in the kitchen.
jtsjtsjts on 2008-02-26:
it didn't matter if the floor had bevel's or not ,all floors raw or prefinished only have finish on the surface.none should be subject to water this is a insurance claim
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