If You Don't Care About Service, Warranties, Returning Phone Calls and a 2nd Rate Product, Go to Lumber Liquidators.
Wood Flooring - Complaint
I'm a remodeling contractor in Northfield, VT. My customer's house was flooded out by Tropical Storm Irene on August 28, 2011. When all the interior repair work was nearing the point to install hardwood flooring, my customer ordered 3/4" maple flooring from Lumber Liquidators in Williston, VT. Their man came out to the job-site in Moretown, VT. and measured the area that was to receive the flooring. When other structural issues were discovered with the house we had to delay the flooring delivery. L. L. kept pressuring us to take delivery even after we explained our situation. So we took delivery but told them we would not be installing the flooring for a few weeks. They said that would not be a problem. When we did install the flooring we discovered that L. L. had over calculated the amount of flooring by 273 s. f. We had thirteen full boxes of flooring left over. When we called to return the overage, they told us they would charge a 20% restocking fee because it was beyond 30 days from delivery.
They knew our situation, over ordered the flooring, and then made extra money by charging a restocking fee on their mistake. They took advantage of a victim of Topical Storm Irene who has enough stress trying to sort through all the issues that come with a natural disaster such as this. Only after demanding some fairness did they drop the restocking fee to 10%. Still trying to squeeze every dime they could from my customer. The whole process took weeks to settle. Several times they said they would look into the matter and call back. They never do. We always had to call them to find out what they decided to do to resolve the problem.
We had to truck the over-ordered flooring 45 miles to return it. It certainly was not the best milled flooring I've installed and I've installed tens of thousands of feet of wood flooring but I can deal with that. The service at Lumber Liquidators after the sale was absolutely terrible at best.