Lumber Liquidators Complaint - Poorest service ever incountered!

Review by Bergie on 2010-01-21
SCRANTON, PENNSYLVANIA -- Lumber Liquidators should change their name to "Customer Liquidators". The service is the worst I have ever encountered! It all starts on 11/27/09 when I placed an order for Bamboo Samples, I needed 960 Sq. ft. and had to have it installed by 1/2/10. One week later the web site showed the order as closed but no samples. After a couple days I called to see what was going on, the representative said it must have fell through the cracks and would personally go to the sample room and have them re-sent. Two weeks later, still nothing, I called again and was told they would send them right out. Running out of time I called the Scranton store who said they had all 3 types in stock, I drove to their store on 12/21/09 and purchased the flooring (1023 sq. ft. which is the ten percent extra the tell you to order), but I needed 12 feet of bull nose also; they didn't have it and said it would be 7-10 days. Wow, samples showed up on 12/29/09. Bull nose finally showed up on 1/13/10, one had a large gouge in the middle and was unusable, called the representative and had a replacement sent which showed up 1/18/10. Finished installing the floor today and have 7 boxes left over, called the store about returning them; they told me that it was purchased at a special price and no returns can be made, WHAT!, the floor is still the same price on the web site: NO difference. I was going to order 6 more pieces of bull nose and do the stairs but I would not do business with them again. Stay away from these people, they should not be in business.
Comments:1 Replies - Latest reply on 2011-01-31
Posted by face it on 2011-01-31:
This company is famous for treating customers this way. They will dispute it, of course. but testimony from people like yourself is solid proof of it. How can a company that treats customers this way stay in business? I have personally seen many many customers get the short end of the deal with Lumber liquidators, and a large percentage of them choose to not report them simply to avoid any further hassle. And that is what this company counts on, and the ones that do complain are simply ignored until they are forced to answer by taking them to court. Which obviously is even more out of pocket expense for the customer who should not have been put in that situation to begin with. In my time of installing product for them I have worked with 4 different stores. Overall the management team try there best to satisfy but they are limited in what they can do because of company policy. On the other hand you have managers like the one in the Cincinnati store which is a complete liar and a thief! He has no product knowledge other than what he has learned from people complaining. Then you couple all of this with there involvement with a company called the home service store, that offers installation for lumber liquidators, and the amount of disrespect to the customer is immeasurable!

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