Lumber Liquidators Complaint - Bait and Switch?
ST PETERSBURG, FLORIDA -- We are looking for new floors for our home and have shopped a variety of flooring stores. We should have researched Lumber Liquidators more prior to spending an hour driving to their store. If we did we would not have wasted our time. We did shop their website and found several floors that we liked the looks of and were reported to be in stock. Upon arrival we waited about 30 minutes to speak with a sales person who turned out to be the manager. As we waited we overheard the manager inform the only other customer in the store that the other sales person was out with a family health issue which made the wait and the staffing level understandable.
As we waited, we looked for the flooring that we were interested in and were unable to find it. Once the sales person was able to help us, we asked about the flooring we were looking for and she seemed to be shocked that it was still on the website as it has been out of stock for a long time and no longer available. In fact 2 of the 3 bamboo floors from their website we were interested in were no longer produced and the floors that we were directed to were about 30% higher. The 3rd bamboo floor was available but was priced higher than their website. We then proceeded to look at engineered hardwood floors and could not find the variety and finish of floors that we had shopped on their website.
While we did not have printouts from the website I was able to browse their site on my phone. When I showed the manager the issue she apologized but seemed to get very defensive and her level of service noticeably changed. Another customer walked into the store and she began helping him fairly quickly as he was there to pick up an order. She quickly got him out of the store and to the loading dock leaving us alone in the store. We waited about 15 minutes for her return as we wanted to ask a few more questions but she never returned.
We will not be returning to Lumber Liquidators either. In our experience they have some great looking samples but their service is lacking and it has the appearance that they promote lower prices and nonexistent products on their website to draw you into the store in the hopes that you will not notice or they will be able to up sell you to different product.
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