Lumber Liquidators - Customer service sham - reverse blame
Baboo - Complaint
ROCKFORD, ILLINOIS -- WOW what crooks We bought 900 sq ft of this and in a total of 36 boxes. We started to install after installing 28 boxes of the same color we come to the finish of 9 boxes TO MY SURPRISE THEY WHERE ALL OPPOSITE COLOR I MEAN NIGHT AND DAY color And unfinished. I would only assume the tuck loader would have half a brain and when loading does make sure I'm getting the same lot. considering I bought at the same time wow no brainer. To top it off I call customer care and they start asking me questions of how it was installed and what glue I used Really!! turn it on me. I ask them what does this have to do with the color of the wood ? The reply was it is the general questions we ask so I ask for the manager name and the reply there all in a meeting. so in the end they have no wood in that color other then what a bought and now I'm fed and my customer is the victim. I thought to my self has LL been around for around week ?
I'm I on a episode of the 3 stooges (DO WE CHEAT-EM AND HOW)
p. s.I can't believe "they try ed to say I made the wood change color may favorite was when they put me on hold for 45 minutes and had to sit in the parking lot fore seven hours.
In response to LL feed back at bottom-
They lie they never fixed the problem I DID and when they called i was bribed with in store credit i never told i them would shop there again (LL pleas don't right things that are not true And in witch they told me i was to receive the $300 in store credit 3 day ago i have still not been taken of
do you self a fave shop some where whit some honesty and integrity they do not make good on there end believe me. When they transfer you some one maned Shel-ly this person never called me and never sent the in store credit. This problem could have been easily avoided and cost me over $500 and my men had to take a 2 day sit at home (no Pay) that helped there family's
LL keep the lies coming
P.S.It nothing to with the product it had to to with the shop not taking the time to check the (lot) and giving a $2000 order the care it deserves.
(Smoke and mirrors)
INTEGRITY RENOVATIONS AND ELECTRICAL.
Company Response on 05/10/2012:
LL Response: We spoke with the customer today after several missed phone calls between both parties. We feel the pallet received did in fact have some boxes included that were not a match for the lot delivered. This would have been unknown at the time of receipt. We explained that Customer Care asks a series of questions to uncover the problem, but in this case the customer was out of patience and found little help in answering questions. He agreed the agent knew little about the whole story because he was in a rush to correct the problem. I had the team in a meeting to drive a customer service initiative to improve service, so it would have been appropriate for the agent to ask for a call back number in this rare instance where coverage was not available a training initiative. After speaking with the customer they agreed and became very frustrated by the project delay caused by the 9 boxes in question. LL has since made this situation better and achieved customer satisfaction. No matter where you source materials this can happen no matter how big or small the order may be. We happen to sell more flooring than anyone else and instances like this one are a rarity. Thousands of transactions occur each day successfully and with a great deal of satisfaction from price, quality, service, and support before, during, and after the sale. The customer will be returning for another purchase and a second opportunity for them to see how well our “normal process” works. The customer also understood bamboo can have color variations as most natural products do, so we addressed the problem and turned a negative situation into a positive experience.
Company Response on 05/11/2012:
LL Response to Bamboo concerns: We spoke with the customer and corrected the error with the mixed product, and the customer very satisfied with our response. We have taken action to resolve other concerns mentioned and always appreciate customer feedback. Thousands of transactions occur each day without the slightest problem, but when something goes wrong where LL is responsible, we make it right. They will return for future purchases and it's from this kind of repeat business we earn a customers trust when making good on a bad situation.
More Reviews on Lumber Liquidators: