Lumber Liquidators Complaint - Buyer Beware! Defective Products, Worst Customer Service, Fraudulent Actions and Charges.
LORTON, VIRGINIA -- I purchased (first quality “not seconds”/”odd lot”) engineered flooring on 4/14/2011. My credit card was charged in full on that same day and there was no indication that the product was out of stock. I came to learn that they did not have the product to ship yet, still charge the credit card and they fraudulently did not communicate that to me. I was never alerted when it was shipped to the store. It was only after yet another complaint that I found out 6 weeks after my purchase that it had finally shipped to the store. There was no statement or communication that it was not in stock or that they would not be shipping the product. I checked my status on the website repeatedly and it read “Partially Processed.” I routinely complained and asked when I would receive shipment since they had already charged my credit card in full. Of course I could not cancel my order because they had already charged my card.
Next, we picked up our order at the store and when we complained that the box looked like “odd lot” pieces, was not full nor looked like 30 square feet, we were told, “what do you expect this is not Home Depot.” After loading the wood and driving 40 minutes back home, then unloading the wood, we opened the first box. Piece after piece was clearly marked by the manufacturer inspector as rejects. The manufacturer had marked a large “c” and long lines on each piece of wood noting the many defects. These included holes, large gashes, uneven coloring and mismatching grooves. I immediately called and demanded a refund. I was told this is normal and to open the second box, which of course had the same clearly marked inspection rejects. I called again and demanded a refund and advised them to pick up this wood immediately. I am still arguing with a very highly trained Customer Service Staff who are scripted to change the subject and state that it is your fault and manufacturer rejects are what is to be expected. Customer Service provides no assistance in resolving the complaint. In fact, they lie and you end up wasting even more time as they try to blame you. I now realize I am not going to get anywhere with them. They are trained NOT to process your claim and delay the matter so that after 30 days and you prove you have defective products, they can charge you a 20% restock fee.
THE INVOICE YOU RECEIVE AT PICKUP LITERALLY ABSOLVES THEM FROM ANYTHING AND EVERYTHING.
I have wasted so much time since 4/14/2011 on this fraudulent company. They should not be allowed to do business as is documented by all the complaints on the web. I am going to the Attorney General next to demand they take action against this nationwide company who markets on the web, mails catalogs and fliers to your home and also employs salesman to call you.
Company Response on 06/15/2011:
LL Response from the Director of Customer Care
First of all we're sorry to hear you had a negative experience, but this is not typical of the day to day transactions that go off without a hitch with thousands of satisfied customers each week. The amount of gallery photos, email responses, return shoppers, and reviews is overwhelming. Your credit card will be charged when you make a purchase not unlike other retailers, and the fact that it was partially processed would indicate there may have been a payment concern that was obviously corrected if you received your product. There are several comments and statements here that just don’t make sense and we view this as hear-say, from the big box store comment to the uncooperative customer service staff can assure you we don’t treat customers in this manner. Our return policy is clearly disclosed and as well as our recommendation that you inspect the product as the final quality check to make sure it’s exactly as you expected. Did something go wrong here? Possibly, but we make it right and the implication here is not in line with policies meant to protect our customers , enable LL to uphold the warranty by holding manufacturers accountable when a defect exists, while providing quality products at low prices for our customers. I would imagine these are the same qualities that brought you into the store / web to shop, and It’s never our intent for someone to have a negative customer experience and we’re sorry this happened. We pride ourselves on improving our business and I’ll be sure to review what happened if you feel obliged to call, or write to me with some identifying information I can use to review this further.
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