Worst Customer Service/Worthless Warranty
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 through 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 through, 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).