Lumber Liquidators Complaint - BUYER BEWARE - LUMBER LIQUIDATORS
PITTSBURGH, PENNSYLVANIA -- Purchased Nirvana Laminate flooring from Lumber Liquidators in Pittsburgh PA. Once purchased was told all sales were final - no returns. Prior to instaLlation my contractor and myself realized just how inferior this product was. The floor crumbled in my hands with little pressure- but I was stuck - I couldn't return the product! What to do? So I installed it. My daughter dropped a plastic hairbrush and the floor dented and the wood grain covering peeled off. This floor is simply pitiful. I did the right thing and contacted the Customer service office. I then sent a letter with 3 pieces of sample board for their quality team to examine. And then emailed the corporate office to assist in resolving this issue and THEY RESPONDED WITH THE FOLLOWING RESPONSE" I personally examined the samples provided and noted several impact damage marks on the sides of the boards and the samples support the original findings shared with you that the product was not in fact defective, but the care being used to install the product was in question. I see no evidence of manufacturing defects from what we see and the claim the product is defective is unsubstantiated.
Brian Pullin x7521
Office of Tom Sullivan, Chairman
Lumber Liquidators, Inc
3000 John Deere Road
Toano, VA 23168
What an easy way out! At least 2 of every 8 boards per box were damaged upon inspection And the locking tracks were so fragile they cracked and snap off in my hands. I actually resulted to taking each board out with gloves and had them wrapped in a towel - can you believe that! And this is supposed to have a 25 year warranty! I was told the warrantee is only for manufacturers defects. What a joke. I have been offered a 3rd party hired by Lumber Liquidators to inspect the floor. Wow how biased would that be? Hmm let me think VERY biased! I showed my contractor the email and he flipped his lid and will be letting everyone in the area to NOT USE LUMBER LIQUIDATORS for anything. He knows how careful and precise he was in getting this floor installed. Lumber liquidators has an A+ rating on the BBB site but actually there are over 40 cases in which the customers issue was not resolved to their satisfaction. They should be rated an F in my book- I have asked in all correspondence with them to call me and they decide to email and hide behind their PCs. MY suggestion go buy the cheapest flooring at Home Depot and it is twice as durable and a quality product. DO NOT GET Taken by Lumber Liquidators. They do not stand behind their product or know how to handle customer inquiries. All in all RUN don't walk AWAY from using them.
L L had what they called an Independent 3rd party look at their work
(which they paid for) And they said they are not responsible and the damage was due to installation. What a joke they are. Please pass it on - DO NOT USE L L - They do not stand behind what is an INFERIOR product
Company Response on 02/24/2010:
We take each inquiry seriously in the event there's a problem with the manufacturing of a product a claim will be filed and the customer satisfied. Manufacturers require documented proof the product was defective and we use the independent inspection process, including samples to make such determinations. The customers frustrations witht he product are the result of installation damage where the sides of the planks were pounded together, so the complaint shoudl be directed to the installer, not LL. We addressed the problem in great detail including a cost of over $300 to determine if in fact there was a problem with the product, but the consumer continues to blame the product and our company for issues unrelated to the manufacture of the flooring. I viewed this case in great detail and doubt you'll find a posting anywhere calling out the installer for the damage caused. We regret this became a problem for the customer and would advise them that no matter where they shop - If they use the same installer the issue will only be repeated. We respond to postings in an effort to help educate consumers. Always follow the installation instructions and when usign a contractor, check their references and WATCH THEM PERFORM THE INSTALLATION. Many consumers find problems with the installation after it's completed and too latem to make corrections. Board selection requires participation by you - You paid for the product, oversee the project!
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