Lumber Liquidators - Worst Customer Service Experience
Flooring - Complaint
CHERRY HILL, NEW JERSEY -- I purchased $13,000 in flooring for my second home in another state. I also used Lumber Liquidators installers - $6,000+ estimate. The order was shipped in multiple deliveries because they couldn't get the order correct. The stair treads were never completely delivered correctly. The store manager Mike refused to help us and we had to enlist the corporate customer care team. The installer thought he could complete the job in 2 days and because it is a second home we have to pay every time our caretaker opens and closes our home. He has been there 10 times and the project is not completed. We were still missing 2 stair treads. I called the store and Mike the manager told me he had 2 in inventory and because of all the problems would ship overnight for free. The package never arrived so we called on Wednesday for a tracking number and was told we would get a call back. My wife called 2x on Thursday for a number and never received a call back. I called the store later and they gave me a tracking number.
On Friday I called Fed Ex only to learn there was never a pick up. I called the store on Sat and was told Mike would call me back. The installer called and talked to Danny who said the treads were in the warehouse and I could pick them up. I called Danny to confirm I could get them and ask why I was lied to about the treads being shipped. Danny got angry, said some inappropriate things about bodily harm to me and removed the treads from their inventory system so I couldn't pick up. The installer got fed up and bought 2 treads from another store and is scheduled to come back again to complete the job. My wife returned the unused flooring and glue to the store after it was approved by customer care. They charged a 20% stocking fee and were angry at my wife saying they would now miss their quota for the month and made here wait 1 hr before they would remove from her car.
When I called Customer Care to tell them about this latest issue their response was "I never lied to you". This has taken over 45 days, I have spent 10's of hours on the phone trying to fix, and incurred over $400 in fees to open my house for the installer and is still not complete. They clearly don't care about service regardless of how big your order is if you do business with them manage your expectations accordingly.
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