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.
ST PETERSBURG, FLORIDA -- I purchased Morning Star Bamboo strand flooring from Lumber Liquidators in 2012, in 2014 I had boards that were seeping a resin-like substance and were curling and the top coat was cracking. I have dealt with the customer help people and I was denied any help right away after they looked at pictures. I got the flooring 101 install sheet and was told it was moisture and because we had a dog, no one even came to look at it. Then I complained more. They sent "Their" inspector out and he looked at it and wouldn't say any thing to me.
It took a few weeks later after many calls to come to get an answer. They denied me again, said it was moisture that was the problem. I used the "moisture barrier/glue" they recommended but it was the installer they said. Well after 35+ years in the home improvement field I think I know how to install a floor. My claims were shot down and basically told "too bad!"
LINCOLN, NEBRASKA -- Spent $3,500.00 on a "crap-tastic" bamboo flooring and another $1500.00 for a qualified wood flooring professional to install it. Shortly after it was installed it began contracting an alarming amount. So much so, that I have 1/2 gaps at the doorways and it has pulled away from under the woodwork in several rooms. I explained the situation to the guys at the store and they told me that there was NO WARRANTY since I didn't have their breathtakingly expensive installers put it in.
They agreed when I showed them pictures that it was bad, but their advice was to put transition pieces in where the floor has separated between rooms, which of course looks terrible (speed bumps everywhere in the house) and when it warms up, the floor expands according and begins to buckle. I am going to end up throwing it all away and buying flooring from a reputable source. Note: if you don't write a positive review on their website, they don't publish it. The flooring has since been discounted. I have had two wood flooring experts over and they just felt bad for me that I got ripped off. Both agreed the issue was defective material and cannot remedied.
SANFORD, FLORIDA -- After searching the Lumber Liquidators website I found the following flooring on sale for $2.96 a sq ft: **. So we hopped in the car and drove 20 miles to the nearest store which is in Sanford, FL. "We don't have it," says the salesperson, and after a few minutes on his computer he says he can't find a purchase order for it and the soonest he could probably get it is April. APRIL?!!! Then he tries to up-sell us to Anji Bamboo which is listed @ $4.99 sq/ft but says he can do $3.59 sq/ft. Fine, we'll take it. Then he asks how much we need and I tell him 480 sq ft.
After another few minutes on his computer he says he doesn't have it and he "might" be able to get it from Texas. TEXAS?!! This despite the sign posted on the display of the Anji Bamboo saying "Best Seller" and "In Stock". We left in disgust over what can only be described as borderline switch-and-bait tactics and then poor customer service in response to what I imagine was viewed as a small order from the salesman's perspective.
NEW CUMBERLAND, PENNSYLVANIA -- I went to Lumber Liquidators on the recommendation of a colleague. During my first visit, I explained that I was going to floor two levels of my house. Due to budget constraints, I would buy enough flooring at the end of each month to complete one room. Any remaining flooring would be saved for the next room. Below are details of my experience with Lumber Liquidators (New Cumberland, PA) that have frustrated me to the point that I will no longer do or recommend business with this company.
June, 2011 - I opened up the first box of flooring to start the first room. The box was in rough shape and it appeared boards were missing. Since this was my first-time installing wood flooring, I thought maybe Bellawood packed their boxes loose. Though, and with hindsight, this box was suspect since it was wrapped in plastic. As I opened other boxes, I realized the boxes are packed tight and indeed the first box was missing approximately 33% of the boards. I absorbed the loss and learned my lesson: check boxes carefully before they are loaded into my car.
July, 2011 - I unloaded flooring for the second room. I discovered one of the boxes labelled as 'Odd Lot' (mixed mills) with a reduced price. I had paid full price for all of the boxes so this caught my attention. I called and was informed that mixed mills means the differences between board could be up to 1/8 inch. I was further informed that these differences are typical with wood floor.
Reading the companies website, I learned that installing 'Odd Lot' flooring voids their warranty. I had to return to the store to replace this box with the correct box. No apology, but a clear message that I was lucky that I was not being charged a restocking fee. Strike two! I was starting to feel that perhaps this was not an accident.
August, 2011 - I went to store to get flooring for third room. It was not in stock and had to be ordered. I was informed I would be called the following week when the shipment arrived. No phone call. I called two weeks later, I was informed I would be called when the shipment arrived. A month later I called, I was informed I would be called when the shipment arrived.
November, 2011 - I contacted customer care with the concerns I listed above. The next day an e-mail alerted me they were looking into my complaint, but they had contacted the store and my flooring was in. That evening, there was a message on my answering machine from the store that my flooring was in. When I arrived at the store to get the flooring, I learned that the floor was not in because what was sent did not match the correct mill code.
November 23, 2011 - After three months, I finally got my flooring. I explained my frustration to the store manager. I am halfway through my remodeling and stuck with a decision to finish the project with this product (feeling that the company does not treat customers with respect) or throwing in the towel and finding a different product that is a close match to finish the remaining rooms.
The manager did not resolve any of my concerns and stated he called me last week to inform me that the flooring had arrived. I check my phone log for the entire month. He did not call my phone number last week. He either lied or misdialed. Based on my experiences to date, I doubt it was a misdial. I also have not yet heard back from their customer care.
It is my opinion that this company does not want my business or value - and respect - its customers. I will file a complaint with the Better Business Bureau and the Federal Trade Commission. Hindsight is 20/20. At least I know to avoid this company for any future building or remodeling projects.
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!
LANSING, MICHIGAN -- Well, to sum it up, I got screwed and they did not buy me dinner first! I purchased 1400 sq ft of bamboo in May 2013. I received the flooring in June. The flooring sat in my home acclimating for approximately 6 weeks. My licensed and experienced contractor (who works for LL) laid the flooring and it looked beautiful.
About 3-4 weeks later it began to gap AND cup, not just a little bit. I notified my contractor and the Lansing, MI store manager and they came together to inspect my floor. After humidity readings and looking at the floor, everyone agreed the floor looks terrible and there is "something very wrong" with my flooring. I was reassured that LL would stand behind their product and replace the flooring. Ha Ha Ha!!
I filled out the standard claim form and March 17th I received a denial letter regarding my claim stating it was instillation and or environmental issues. I also received a lovely Xerox copy of "Flooring 101" which I will be sure to forward to the Lansing, MI store to give to their installers. I am now in the process of the "licensed flooring inspector", which is not cheap, and a litigation attorney. This company is the worst. NEVER USE LUMBER LIQUIDATORS.