LEXINGTON, KENTUCKY -- In late 2013 I purchased Lumber Liquidators Bellawood engineered hardwood flooring and made arrangements for installation with one of their staff installers. The work was sloppy with poorly installed transitions at doorways and a bowing gap around the fireplace. Within a couple of weeks the floor began to creak in spots when it was stepped on. The condition became so bad my 12-pound cat could make it creak when walking across it.
Contacting Lumber Liquidators resulted in many forms to complete requiring so much general and very technical information many hours and back and forth communications online were required to complete the process. After several weeks an inspector finally came and agreed the floor had problems. The final evaluation from them revealed they claimed no responsibility for the floor itself but blamed problems on the installation. They contacted the installer and he called and said he would replace the floor, nothing about parts. His exact words were THE FLOOR.
When he arrived, he instead brought only 2 boxes of boards and said he needed to level the concrete under the worst area. He then tore open a roughly 4-foot square area of a much larger room and used a power tool to basically make a mess. Watching him work it was clear the area was not level when he finished. He stuffed in different underlayment and closed it up. The floor creaked immediately when stepped on. He shrugged his shoulders and said he didn't know what else to do.
In less than a month the area was no better than before. When I attempted to contact Lumber Liquidators again they would not respond. A few months ago another company installed a Shaw laminate floor in an adjacent room. The floor is thicker and sturdier than the Lumber Liquidators engineered hardwood and feels very solid underfoot. Best of all there is no creaking anywhere. It is true. You get what you pay for.
NORMAN, OKLAHOMA -- This company is awful. In spite of documented problems with the crew that installed my mother's floor, and in spite of the evidence their investigator found showing almost no glue used to prevent moisture from hurting the floor, Lumber Liquidators won't fix my 76 year old mother's floor because she called in her complaint 3 DAYS after their 1 year cutoff date. 3 DAYS.
The crew they used has since been fired for poor workmanship, with several floors they installed having been replaced, however rather than do the right thing for an elderly customer, they hide behind their deadline. While they may be within their legal rights, they are unethical and have the worst possible customer service. Spend your flooring money elsewhere. DO NOT SUPPORT THIS COMPANY WITH YOUR HARD-EARNED MONEY!
KENOSHA, WISCONSIN -- Lumber liquidators measured incorrectly. When we picked up the order some pieces were missing. They accused us of causing that because we had asked for the measurement quote to include 2 prices. One to include steps and one no steps for cost concerns. They were really ugly telling me it's all our fault and then charged us another $287.00 for the missing pieces.
The measurements were so off that we ended up having way too much threshold and baseboard (over 1,800.00). We returned it within the 30 days unopened and again they were unbelievably nasty and rude. I have never been treated so badly by anyone. These people are scammers. They are fairly helpful before you purchase but after buyer beware!! They must be trained in this scam because it seems to happen in all stores across the USA.
SANFORD, FLORIDA -- I just had a run-in with LL. We bought some expensive engineered hardwood from LL. We used their installers to install a floating floor on top of a concrete floor. We brought the flooring home and opened all the boxes for 10 days before it was installed. Right after it was installed (in 2 rooms) the floor squeaks and pops every time you step on it. We called LL and they said that was not normal. Wait 30 days and see if it gets better. It did not and we called back several times and each time we were told this is not normal.
To make a long story a bit shorter, we had two separate inspectors come (both were arranged by LL). They finally sent out the installers to remove a part of the floor for the second inspector. We got a letter of explanation about 30 days later saying that they do not warrant squeaks and their product is not defective. I have never heard of this type of floor making the noises it makes. This was verified by some builder-types that have seen lots of flooring. Do not use Lumber Liquidators - you will regret it like I have.
ANN ARBOR, MICHIGAN -- I tried to get my basement floor done. I placed my order and paid in full in Ann Arbor store. They came in, took measurements, and delivered the product within 2-3 weeks. For installment, they stood me up for first time citing a family emergency. When I tried to reschedule, I had to call a minimum 5-6 times in 2 weeks period. Finally, I got scheduled on Monday at 8:30 am. After numerous calls, they showed up at 1 pm. only to find out that it was not the right product delivered at the first place.
Now I am waiting for them to come pick up their stuff and get my money back. In the meantime, I started looking on the internet and found two other installers who agreed to perform the same job for half as much!!! I do not recommend their service at all.
BALTIMORE, MARYLAND -- We purchased the bamboo flooring from Lumber Liquidators on July 18, 2015. When we were installing it I noticed the annoying cracking noises it made when you walked on it. I thought it would subside after a few weeks. Big mistake. The floor is scratching very easily and two boards split and the finish is dull. The have no customer service. Won't send anyone out to look at the floor. They sent a form to fill out and to take photos. How can I send the cracking sounds it makes without having someone take a look at the floor. They are just blowing people off.
RALEIGH, NORTH CAROLINA -- We installed 3/8" x 3 stranded bamboo flooring from Lumber Liquidators. Our floor got wet maybe a 4 oz of water, and now it is cupping, this flooring is no good and is NOT WATER RESISTANT. Plus talked to sales representative at Lumber Liquidators and they do not warranty the floor if it gets wet! This should have never happened if it was a quality bamboo floor! The sell of this floor was that it can be used in kitchens, bathrooms etc, but don't get it wet? Crap!
Lumber Liquidators says these floors do cup and should not get wet. Funny, they say it can be used in bathrooms & kitchens. Hmmm, think water is in these rooms?! Like I said, DO NOT BUY 3/8" STRANDED BAMBOO FLOORING FROM LUMBER LIQUIDATORS. They do not back the product as advertised!
TINLEY PARK, ILLINOIS -- Well I put a laminate floor in on a continuous run in 3 rooms of my home. About 1 year later we had 3 boards that started to swell around the edges. One of the boards that swelled is adjacent to another that is still fine. We called LL customer service and filed a claim. Long story short it was an awful experience. They did not send any representative out to look at the floor. They basically asked us a million questions just looking for a way to not be responsible for the 3 boards.
So even though my floor was professionally installed, no water sources around, 1st floor with full basement underneath, the rest of the floor is cleaned in the same manner every time, I keep 30% humidity in that area all year round with humidity gauges present, no pets, no small kids, no water leaks anywhere as the rest of the floor is perfect... Are you starting to see a pattern here? The problem is not the 3 boards, I have extra, it's just that I have to pay the contractor to replace those 3 boards which will take some work.
They basically sent me back a letter to inform me after waiting many months, that humidity in my home caused it, I can hire their inspector at my expense, use your own extra flooring for the repair, etc. etc. My contractor believes that because these floors are made under such high pressure that these boards somehow are defective from the beginning, and are now swelling up. As I said one board along a bad one is still perfect so it proves water did not get in there otherwise both sides would be bad. If normal humidity conditions were causing it to swell, then the product is not quality at all and should not be sold in humid climates.
The gal that was the customer service representative (**) sounded like she was 13. She giggled during the entire interview and was clearly reading from a prepared question list and had to correct herself many times, with a giggle of course. There was not professional interaction at all. I knew more about flooring that she did by far. I will never buy another product for LL ever again. The least they could have done was to send me another box of product for my trouble.
From now on I will use Lowe's or Home Depot for my flooring as I know they stand behind their services from hearing others talk about it. LL is a disgrace, and couldn't even take the time or concern to help with this matter. We love the floor so much and were devastated when this imperfection showed up. It's right in the middle of the kitchen to where is most visible.
CHEEKTOWAGA, NEW YORK -- We were happy with the product and pleased with the installation of our flooring, but were astounded that they would not take back 3 unopened packages of flooring because 32 days had passed from delivery of the product (only 21 from installation.) We contacted the main company and they said it would be at the store's discretion. The staff would not take the return, and just suggested we sell it on Craigslist. They were not at all accommodating and have lost any future business from us. We will not be recommending them to anyone.
CLEVELAND, OHIO -- What I originally thought was a great deal on a small lot special purchase became a huge liability when a home inspector determined that the naturally occurring defects in the wood were the result of a wood destroying insect infestation that can damage the flooring and the wood structure of the home. I spent $135.00 to hire in entomologist to determine that the infestation was inactive.
I contacted customer service to obtain a replacement for the defective product. Customer Service declared it an installation error and all warranties were thus void. They stated that the installer should not have installed any flooring with signs of infestation, this is ironic since neither the manager and assistant manager in the Lumber Liquidators store were unable to identify the WDI infestation and admitted that this was the first time they had seen a Powder Post Beetle infestation.
We all assumed that this was typical in rustic looking “trendy” hard scraped wood flooring, which brings me to my original assumption. This was an uncommon occurrence and this was a defective product. You can get a great deal at Lumber Liquidators but let the buyer beware. I suggest you check each box on the dock at time of delivery.