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Lumber Liquidators Warranty Is No Warranty.
Hard Wood Flooring - Complaint
Review by prizmfloors on 2012-12-07
Rating: 
CORPUS CHRISTI, TEXAS -- This review is regarding LL's warranty and specifically about a product they sell(Virgina Mills Handscraped Matterhorn Birch hardwood #10003480). Our customer purchased this flooring and when we attempted to install we found approx 20 - 30 % of the flooring unfit for installation due to variations in the widths of the flooring. We found some boxes had no variations while others had lots of this problem. This causes "gaps" to occur in the flooring whenever a board is installed that is not the same width as the others. The problem is compounded with every row of flooring installed. The home owner hired an independent inspector to inspect the flooring after Lumber Liquidators refused to look at the flooring on site. LL took one box of the flooring and said there were no defects. Since not all the boxes contained defects this is not acceptable. The independent inspector found variations in widths just as we did. He determined the problem to be a milling problem, just as we did. This is a manufacturing problem and NOT an installation problem.
Here is the real problem though. Lumber Liquidators' warranty states the installer is responsible for any defects in the flooring once it is installed. Ok, this is fine but after they were advised of this problem they said they would not inspect any of the product on site. They said an independent inspector's report was not acceptable and that it has to be from the National Hardwood Flooring Association inspector for them to accept it. There are no inspectors near our area and would cost too much to pay to have one sent here. They make no guarantees they will do anything even if the NHFH inspector comes. They will NOT inspect flooring that is not installed either. SO if the floor is installed it is the installer's fault for any defects and if the flooring is not installed they will not inspect it or do anything about it. They say it is the installers responsibility to take out defective boards and to not install them. 20 - 30% of the product unuseable????? They will not reimburse for any of the defective product. We installed a few of the boxes and we found this out when we tried to get them to inspect it because they wouldn't unless it was installed. They refused, saying "you installed it so we are not responsible". Even though over 90% of the product was NOT installed. Their warranty basically puts them in the position of no resposibility for anything.
Also beware that after you have had the product for 60 days their warranty is null and void. The warranty is NO warranty and they wash their hands after 60 days.
Here is the real problem though. Lumber Liquidators' warranty states the installer is responsible for any defects in the flooring once it is installed. Ok, this is fine but after they were advised of this problem they said they would not inspect any of the product on site. They said an independent inspector's report was not acceptable and that it has to be from the National Hardwood Flooring Association inspector for them to accept it. There are no inspectors near our area and would cost too much to pay to have one sent here. They make no guarantees they will do anything even if the NHFH inspector comes. They will NOT inspect flooring that is not installed either. SO if the floor is installed it is the installer's fault for any defects and if the flooring is not installed they will not inspect it or do anything about it. They say it is the installers responsibility to take out defective boards and to not install them. 20 - 30% of the product unuseable????? They will not reimburse for any of the defective product. We installed a few of the boxes and we found this out when we tried to get them to inspect it because they wouldn't unless it was installed. They refused, saying "you installed it so we are not responsible". Even though over 90% of the product was NOT installed. Their warranty basically puts them in the position of no resposibility for anything.
Also beware that after you have had the product for 60 days their warranty is null and void. The warranty is NO warranty and they wash their hands after 60 days.
Comments:
Posted by At Your Service on 2012-12-07:
Interesting review to say the least. So the wise consumer would calculate an approximate 10+% waste cost into their purchase. Add such, does the purchased become cost effective?
Posted by face it on 2012-12-09:
In the early days of Lumber Liquidators I witnessed several times that material was returned and everything possible was done to correct any issue. After there turning corporate there was a drastic decline in quality as well as customer service. These facts are out there for folks thinking about making purchases at one there locations. I wish more people would take the time to look at these reviews before they get stuck in the classic "now what do we do" situation. Thanks for your review I hope lots of people see this before wasting there hard earned money.
Posted by prizmfloors on 2012-12-28:
follow up comment: LL offered to meet with our client. guess when they wanted to meet? On Sunday Dec 23rd they scheduled a meeting. Our client lives close by so he said, fine, no problem I will be there. Guess who did not show up? You guessed it! LL did not come to the meeting. Are you asking yourself if they tried to deliberately schedule this meeting at a time when our client might not show up? Ya really gotta wonder! Incredible!
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