Lumber Liquidators Complaint - The worst customer experience
BURLINGAME -- Here is my experience:
I arrived at Lumber Liquidators to pick up my hardwood. I went to pick up 19 boxes of flooring. Only 18 boxes are loaded. Chris explains to me that one box is beat to hell and that I could either 1) Buy the smashed box at a discount or 2) Have a new box drop-shipped to my residence. Since I need the full 19 boxes I choose to have the box shipped to my house. So far sounds fair.
On a side note when I show up LL has absolutely no twine or rope to tie my SUV hatch closed so I can accommodate all of the long boxes. They tell me that I have to use the hard plastic "wrappings" to tie my hatch closed and that usually customers "shop up with a truck" to pick up the flooring. In my entire life I have not seen a hardware store, tile shop, lumber yard ever that could not give me a 10 cent piece of twine to secure the product.
Anyway, when I get home and unload the boxes I notice immediately that another of the boxes is beat to hell along the side with a huge rip in the box and splintered flooring coming out the hole. I immediately called back and talked to Chris. Chris said he would tell Daniel (the "customer service" representative that we dealt with for the flooring) to order a second box to be shipped out to our house. He explained that when we receive the new box to simply bring in the damaged box for an exchange.
Well Friday comes and only one box arrives. It is pretty late in the day so I wait to call until Monday. On Monday I speak with Daniel and he tells me that there is nothing he can do. He explains that he shouldn't even provided me with the first replacement box and that everything is "as is". I explain to him that the damaged box was hidden when it was loaded and there was no way I could have inspected it before it left the store.
Long story short is that LL took my money for useless wood. They are extremely rude in person and on the phone and have no interest in helping the customer. The manager, Gil almost made my wife cry.
I understand that this is a liquidation out the door type store and their prices reflect it and that they can't be as flexible as a full retail store. However, they surely shouldn't be able to rip you off and they certainly don't have to be JERKS about it!!!
Avoid this store at all cost.
Company Response on 03/22/2010:
I would have to agree that your accounting of a visit to this location was not in line with our expectations for service after the sale. The store should have been more accommodating and helpful, including the way we handled your damaged box issue.
On your invoice there's a number to call LL Customer Care. When a negative experience occurs we're here to help overcome these types of situations so we can learn from the experience and make changes. I will note the issue and share it with the person responsible for store operations and would like to have you call our CC department and let an agent know you need two boxes of material. Provide the label information and we'll help you. You'll need to show proof the boxes were damaged and a photo will suffice. We're sorry to hear this happened, but a call to Customer Care would have been the right step to take in this situation. We hope the rest of your project goes well and sincerely appreciate the feedback so we can do better.
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