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Lumber Liquidators - Page 2

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Posted by Juders on 04/07/2007
LUTZ, FLORIDA -- I recently went into Lumber Liquidators to look for flooring. I wouldn't recommend using the company if you are not a professional installer. They will sell you anything and everything and when you find you don't need it they will charge a 20 percent restocking fee!! I didn't bring the flooring back. I bought the moisture barrier which I didn't need and for three 5 gallons of the product they sold me for 169.99 each they restocked it and charged me 101.99!!!! The president of the company said he is standing behind his policy and wouldn't waive the fee. For bringing back unopened, unneeded product which the salesman said I would need in case of flooding. If it floods the floor would be ruined regardless of using the product. I called three different floor installers and they told me the guys saw a "sucker" walk in. In an email I was told my flooring wouldn't be warranted because I didn't use the product but since it was a sale from a bankrupt company it wasn't covered anyway!

So just a lesson BUYER BEWARE!!
     
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Posted by Anonymous on 2007-04-07:
Their web page for returns clearly states the 20% restocking fee. I would assume that the same is posted in the stores and on receipts as well.

$101.99 is the 20% restocking fee on the cans of moisture barrier you returned. Many stores charge between 10% - 20% for returned merchandise.

Unless you can prove to them that a salesperson insisted you get the moisture barrier I'm afraid you'll have to live with the $102 fee.
Posted by Popi on 2007-10-16:
I had a similar fiasco with lumber liquidators that lasted for 8 months but Amex got my deposit back.
I ordered Bolivian Rosewood from Bellawood and they told me 6 to 8 weeks. After 4 months of waiting, they would not refund my deposit. They tried to bait & switch but I refused. I went to another company called Vernon Floors and I got the same floor in one week. The price was even cheaper! I feel annoyed everytime I hear their commercials. Beware of this company.
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Defective finish and no recourse
Posted by Kilgariffm on 06/30/2010
GREENSBORO, NORTH CAROLINA -- We ordered about $18,000 worth of the carbonized bamboo. The wood color and tones of the floor are gorgeous, however the finish on it is inferior to any wood floor we have ever seen. The finish looks like they missed a step in the process and it is very porous and rough. This being said there is no way to clean the floor and have it look nice. We have only used recommended products and tried everything but the floor looks awful. Everyday when I walk through my beautiful home it just makes me sick to see the floor and knowing that I can’t get it to look cleaned. I would never put this floor down in my home again. We have tried to work with lumber liquidators on this problem and they blame us for what we have used on the floor, yet there is plenty of floor under rugs and such that have had no product on them and they have the same inferior finish. We have yet to decide whether we should pursue legal action.
     
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Posted by Helpful on 2010-06-30:
I'd be curious to know what form of legal action you'd pursue. They'd have to have been negligent in some way or not fulfilled their end of a contract.
Posted by dan gordon on 2010-06-30:
if it helps I was in flooring for many yrs and you can add a coat of finish very inexpensively. Call a competent firm and ask for a screen and recoat. Its not very expensive and will give you a smooth finished floor.
Posted by face it on 2010-09-09:
To add to Gordon's reply. Yes you can have the floor screened and re-coated, but it will void manufacturer warranty ( for what little that is worth) The simple fact of the matter is that you should not have to endure such trauma when you simply wanted what you paid for.
Posted by ukrockhunter on 2012-01-12:
I SHOULD HAVE RESEARCHED BEFORE THIS. This is my review.

Horrible Business. Will not honor their warranty.

BE WARNED as others have noted. Bought 3k worth of Cobra Bamboo on advice of Rob, Asst. Manager at their HQ in Toano, VA. Told floor was durable (showed Janka hardness rating in LL Book) and covered by warranty. Floor is horrible, no embellishment a standard cardboad shirt box scratched the floor.

Called their customer care, and required to submit a release, photographs, etc. which I did. Guess what after 5 days received standard form denial letter.

STAY AWAY FROM LUMBER LIQUIDATORS. They will sell you in a second but do not stand behind their product. Guess what the manufacturer of the Bamboo floor was Morningstar which is owned by Lumber Liquidators.

SCAM, SCAM, SCAM
Posted by jimbobreese on 2014-02-24:
We installed 720 sf of the Morning Star Click bamboo flooring sold by Lumber Liquidators in June of 2013. The material finish scratches easy, however, the scratches are the least of our problems. The cupping started with the shorter pieces in the hallways. By December 2013, the entire installation was cupping and gaps appeared in random areas. When LLI was contacted about the defects, we were informed that the condition was not covered under their warranty.
In reading the various reviews on independent sites for this product, it seems that there is a chronic problem with scratching, cupping and separations. Lumber Liquidators will use any excuse to avoid any liability for providing their customers with a very poor product.
Our first mistake in selecting our new floor was believing that the reviews on the LLI site were unbiased reviews. The product reviews on the LLI website are "selected" reviews. Gee....I wonder who selects them. Our second mistake was actually purchasing this product.
We will have to replace our six month old floor and it sure as heck will not be with a product supplied by Lumber Liquidators.
We learned a $5,000.00 lesson the hard way… don’t make the same mistake.
The LLI warranty should be condensed to read: “Warranty is void if material is removed from factory packaging”.
STAY AWAY FROM LUMBER LIQUIDATORS!!!!!!!!!!
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The worst customer experience
Posted by Eisero on 03/19/2010
BURLINGAME -- Here is my experience:

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

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

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

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

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

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

Avoid this store at all cost.

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

On your invoice there's a number to call LL Customer Care. When a negative experience occurs we're here to help overcome these types of situations so we can learn from the experience and make changes. I will note the issue and share it with the person responsible for store operations and would like to have you call our CC department and let an agent know you need two boxes of material. Provide the label information and we'll help you. You'll need to show proof the boxes were damaged and a photo will suffice. We're sorry to hear this happened, but a call to Customer Care would have been the right step to take in this situation. We hope the rest of your project goes well and sincerely appreciate the feedback so we can do better.
     
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Horrible experience!
Posted by Dunjic on 05/26/2013
CLEVELAND, OHIO -- I’m a contractor and was recently introduced to manager at 540 Old Brookpark Rd, Cleveland OH.

Purchased floors for couple of jobs at store already. Sales people could barely close order and loading material was real adventure, but I did not think much of it. However on my next visit after waiting in line for more then an hour (three customers in front of me), manager enters the store and picks person behind me in line to help. After I politely stated that it was my turn, he started yelling and lecturing me in front of everybody and asking: “Who am I to come to his store and tell him how to do his job?” Actually I had to agree to his terms so he would finish my order and my time would not be wasted, but needless to say I’m never going back there again.
     
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Posted by BigAl on 2013-05-26:
I have a very hard time believing that you waited "in line" for more than an hour. When you exagerate things like this it does not help the validity of your complaint. Now if you posted "I waited in line for what seemed like more than an hour" your post would get its message across to the readers without turning them off. Just sayin.
Posted by Roger Gibson on 2013-06-26:
I hate Lumber Liquidators. They are the worst people in the world to deal with. Hope you spend your hard working money wisely and go to your local floor dealer. You will be treated much better and your warranty would mean something. Lumber Liquidators warranty means a BIG FAT ZERO!!!!! They do nothing for you if you have any type of problems with your floor, except you will get blamed from them. Be smart and go elsewhere.
Posted by Barbara Gibson on 2013-06-26:
If this is the same manager I know that runs Cleveland and Canton, he is a jerk. He is very rude with people and he acts like he is king of the world. I believe you buddy. Lumber Liquidators is absolutely horrible. Run, Run, Run!!!! Spend your money elsewhere.
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Floor Buckling After 7 Months of Being Installed
Posted by Ronald.kifer on 07/07/2012
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
Read Company Response
Company Response on 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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Posted by 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
Posted by face it on 2012-07-09:
Lumber Liquidators uses a company called The Home Service store to do installations (mainly due to the fact that Lumber Liquidators does not want to take liability for installing there 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. Out side 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.
Posted by 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.
Posted by L on 2013-03-16:
People need to bombard them with cards to the board of directors, ty pennington, hgtv, bob villa. There 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.
Posted by 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.
Posted by 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.
Posted by 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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Worst Customer Service/Worthless Warranty
Posted by DoNotBuyFromLumberLiquidator on 04/26/2011
STAY AWAY FROM LUMBER LIQUIDATOR. Bought 700 SQ Feet of Summer Retreat Teak Laminate Flooring. Here are the highlights of my complaints.

**GAPS were forming only after few weeks of installation.

a) Had a professional with 20+ years of experience inspect the flooring and he concluded that the locking system in the flooring is very very weak and that might be causing the gap.
b) Called LL to file a claim.
c) The claim representative never answered any of my calls, voice mails or emails. The only way to get thru to the claim representative was to call the 800 number and ask for the claim representative.
d) With the case not going anywhere after a few weeks, I had to threatened the claim representative with my intention to file a complaint to BBB, FTC and Attorney General to get the case moving.
e) When I was finally able to get thru, I was told immediately that they had determined that gaps were caused by installation error or humidity just by looking at the pictures. After me further question on how they determine that, they finally agree send a inspector to examine my floor. Hm...I wonder why they agreed to a inspection.
f) The inspection report was pretty bias. It was pretty obvious that the inspector are looking for any slight installation error and blame the gaps on that. In this case, the inspector said the gap was caused by no joint stagger and support it by including selective pictures. The inspector took a lot of pictures of the gaps and many of them do show joint stagger in it but was not included in the report and made no mention of it.
g)The whole process took 2 months and that's after many many calls.

*** WARRANTY IS WORTHLESS.

a) Only covers Manufacturing defects and you will only get STORE CREDIT back. So if your flooring is defective then you get get store credit and chances are you will end up buying more defective flooring.
b) Their warranty process is a sham. See above.

*** WORST CUSTOMER SERVICE.

a) Had to return some product and was told that corporate will send out a check for the refund in 3-5 weeks. IT TOOK 7 WEEKS just to get my refund and that's after a few calls to their 800 number to push for the refund. If I had not called, I wonder if I would have still gotten my refund or god knows how long it would take. The only explanation that I got was that their Accounting department had technical difficulties.

*** I have read hundreds of COMPLAINTS on Lumber Liquidators and they have much commonalities in them. Very Bad Customer Service, Worthless Warranties, Quality of the product is not consistent(you might get quality flooring if you are lucky).


     
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Posted by Alain on 2011-04-26:
This is the second LL complaint I've seen today. The previous one was about gaps/splitting with bamboo flooring. The inspector's report was similar in the other review, too.
Posted by face it on 2011-04-26:
DO NOT BUY.....I am so sorry you had this experience. As you stated in your comment, you are not alone. The amount of complaints against this company is nothing short of staggering. Having done installation for them for over 10 years. In the early days if there was any sort of problem , regardless of the cause, I witnessed the manager of the Lumber Liquidators store going way above and beyond his job duties to make sure the customer was completely satisfied. That all changed a few years back when Liquidators had an internal change and they went corporate. Now they have the worst customer service, and they border on illegal activity advertising "acceptable" product when in actuality it is nothing less than junk.
there are no inspectors out there that are going to pin the blame on Liquidators (or any other manufacturer) as it is part of there job to push any and all problems off on the installer. There are times when the installer does not follow directions and improperly installs a product. But most of the time these hidden little guidelines are not made known to the customer or installer before the installation is done, it is only afterwards when an inspector is called into the issue that these guidelines are brought to light.
I m glad that you where able to see the amounts of complaints against them I only wish that you had seen them before you made a purchase.
Posted by DoNotBuyFromLumberLiquidator on 2011-06-09:
UPDATE.....I posted my review of the laminate flooring to LL. Lo and behold, the review never made it in their website. Hm....I wonder why.
Posted by face it on 2011-06-09:
Do not buy,

This comes as no surprise, especially since there entire image is based on lies and deception. I only hope that future customers read this and take this warning DO NO BUY FROM LUMBER LIQUIDATORS!!!
Posted by Skye on 2011-06-09:
I've never read one review that says anything good about this place.
Posted by pat on 2011-07-18:
I had an experience with lumber liquidators-flooring coming apart, blamed everything on the installer and myself, dismissed my complaint, they looked at pics and never sent a rep to look at my floors. Also, read the warranty carefully-I have had to eat this warranty and now have a house with crappy floors-NEVER AGAIN LL!!!!!!!!!
Posted by Mam01 on 2011-10-08:
OMG, this could have been my report. We are in the same situation. They decided after looking at my pictures that all my issues are install related. We had an experienced licensed contractor insall our floor. Every package contained multiple defective pieces, we had to buy an additional 3 boxes to compensate. Warps, chips, paint stains, etc. Spacing appeared weeks after install, they sent me a letter with instructions on fixing. The 20 year warrenty is bogus, it covers none of the defects of a substandard product. A total waste of money and their service is atrocious
Posted by Dutcandy on 2011-12-11:
I agree with these complaints, at first LL was all nice cause I wanted to buy flooring, then after only 3 months after I put down resilient plank flooring and joints came apart, and big black ring around braided rug, they want my house insurance info, HA big joke, they won't honor there 50yr home owner warranty. Never again!!!
Posted by ukrockhunter on 2012-01-12:
Exactly the same. I wish I found this site before they got me. HORRIBLE BUSINESS and PRODUCT please BE WARNED
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Lumber Liquidators - Installation Policy - Is This Even Legal???
Posted by Jantie on 01/25/2010
SAN LUIS OBISPO, CALIFORNIA -- Okay - so times are bad. Lumber Liquidators is opening a new store in our local area and is contacting possible Installers. My brother-in-law, who is a licensed flooring contractor, went to meet their On-Line Sales "Representative" and found out that their contract with local flooring people is less than desirable and very questionable?? Here's the deal: They said their pay scale is from $3.50 to $3.90 per sq. ft. for hardwood installation. That 15% goes directly to Lumber Liquidators and that 40% goes to this "Representative" - YES that's right - 40%.... so as I see it - the Licensed Contractor - who takes on all the responsibility of installing what could be substandard product is getting paid 45% OR $1.57 per square foot. Hmmmmm....wonder what kind of contractors are they going to get? Or, are they getting someone who just works under someone else's license?

The deals just keep on happening - don't they? Hopefully, if people really think they are getting a deal from LL then beware of the wolf in sheep's clothing -- a hardwood floor is a very expensive product to leave to an installer who's getting paid slave wages.
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Company Response on 04/12/2010:
This is not how the installation program works and the claims made by the person posting concerns about LL are not true.

If you wish not to participate in the program, that's a choice, but posting inaccurate information is not helpful to consumers. The installation services come with a warranty, and some of the best local installers participate willingly with the program across the country and it's helped their businesses grow.

The market is competitive and consumers have choices and options. That's the American way!

Our organization does not mislead consumers and clearly discloses all terms and conditions, as does any provider of installation related services.
     
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Posted by momsey on 2010-01-25:
I don't see how it would be illegal. If you don't like the deal, don't agree to the terms of the contract and don't work with them.
Posted by Anonymous on 2010-01-25:
Sub contractor.
Posted by face it on 2010-10-17:
The installation program for Lumber Liquidators is run by a company called the home service store. They are a perfect match for lumber liquidators in that they are every bit as unethical and in it for nothing more than the money. They require there installers to burden all expenses like insurance, bond, repairs, etc. They offer nothing to the installer in terms of support. They take 15% off of each job ( and 18% if customer used the Lumber Liquidators credit card) They claim that they offer a warranty when in all honesty they offer nothing, the warranty is pushed off on the installer. They partner with Liquidators and will stop at nothing to protect there partnership with them. I have personally seen them committing blackmail but they get away with it due to the fact that the installers have to sign the absolute most one sided contract you will ever see. They require you to jump through hoops by maintaining constant communication with them, but when it comes to the installer they delegate what our choices are and do not even bother to involve the installer in the process leading up to the decision.
I was personally charged $23,000.00 in one years time! They literally stole that amount of money from me and according to there so called contract they where in the right by doing so. Any installer out there thinking about getting involved with this I urge you to beware. They make it all sound good up front, but once they get you in it is all about servicing them and making them a profit and if you have any issues they offer absolutely nothing in return in terms of support. Can they offer you a good amount of work? yes, I stayed constantly busy job after job after job and estimate calls all mixed in while you are doing all of this work. Keep in mind that you as the installer are paying in 15% of each job, you must maintain insurance and bond, as well as all of your other expenses
(gas, nails, etc.) They do not give you the proper paper work to maintain records correctly. They are the most dishonest company I have ever been involved with. In short they are crooks customers and installers both beware!! take extreme caution before getting involved with this modern day Mafia.
Posted by face it on 2010-10-17:
Posted by flooring guru on 2011-12-22:
Thanks allot face it, times are tough and with these big wig corporations out there with there Bob Vila representatives smiling on all of there trash atheist commercials! Besides Lumber Liquidators ( the flooring is as if it were made of liquid for its worth, value, and company standards) there's another big wig company out there who does offer a more substancual product, but are more ruthless with customers( practically robbing them at gun point with estimates and then scarring them into a contract and fifty % up front down payment right there on the spot!) of course they started in Chichago IL. and you may have heard of them as Empire Flooring. These modern day big timing thieves give the mom and pop American genuine companies a GREAT REPOUR.
Posted by out of Biz (thank God) on 2012-01-09:
Same here. Got me for 14000.00 Done being a sucker for paying for Lumber liquidators junk flooring. I was the last one to touch it so it must be the installers fault. Stay away from these guys at all costs.
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Low-Grade Wood, Misleading Warranty, Terrible Customer Service - AVOID!
Posted by Cperson on 07/16/2008
Bought Supreme Bamboo with 15 yr finish warranty. The finish has worn off in 8 months. Sought the help of customer care to settle a claim. It literally took 3 months for them to resolve the issue and finally send a letter denying the claim. Lumber Liquidators was the worst customer experience I have ever had - and the ONLY online vendor that has prompting me to submit this type of e-review.

Bottom line, buy a nicer wood from another vendor if you want long lasting beauty and quality. Their price was great, but now I have a worn scratched, dented floor that will have to be removed and replaced much earlier than I'd ever imagined.

     
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Posted by Anonymous on 2008-07-16:
What reason did they give for denying the claim?
Posted by dan gordon on 2008-07-16:
I was the district mgr for Bruce Hardwood. Finish warrantys are for walking thru the finish. In an entrance or pivot points you can have abrasive wear. Warrantys aren't saying they look good for 15 yrs but 8 months does seem pretty quick. You can screen and recoat any factory finished floor. You should do that before you get down to bare wood. Its not very expensive. On many other boards Lumber Liquidator gets horrendouw reviews. Scratching and denting are not factory covered issues no matter how much money you spend.
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Poor Service
Posted by Hobsjohn8963 on 02/19/2013
I ordered stair noses and have been told on three occasions the wrong date for delivery. I am still waiting. This is the worst service I ever experienced and I will make sure that I and no one I know order from this place. Home Depot and Menards are factual and reliable. This is the worst customer service I ever experienced in my life.
     
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Posted by leet60 on 2013-02-20:
Helpful review and voted as such. This is why I hesitate to shop at retailers with names that include "liquidator", "discount", "bargain" and the like.
Posted by face it on 2013-02-22:
Sorry you had to find out the hard way Hobsjohn8963 that this is just business as usual for Lumber Liquidators.
Posted by face it on 2013-02-22:
You may also want to consider having the formaldehyde and Urea levels checked in these stair noses before you install them.
Posted by Arlene Wisti on 2013-06-14:
I'm not giving myself a chance for experience. Considered going to LL. Reading these reviews changed my mind.
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Lumber Liquidators Hires Hack Installers Leaving the Customer High and Dry
Posted by Gavin822 on 01/22/2013
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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Posted by 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.
Posted by 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 no where 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.
Posted by 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 allot 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.
Posted by 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 incompetant 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.
Posted by 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.
Posted by 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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