Lumber Liquidators Complaint - Bad Wood and A Terrible Install
PENSACOLA, FLORIDA -- I bought the wood from the LL store in Pensacola FL. I picked the wood up and put it out for seven days as instructed. The installers (hired through LL) showed up and said the wood was bad (warped and cut to differing widths). They delivered new boxes and assured me that this wood was good. After 7 more days, the installers showed up and began the install. I told them three times which way I wanted the wood to run. They still started putting it down the wrong way. I told them to change it and one of them went off the handle and argued that I told him to do it that way. I said no I didn't and told them to do it the right way. He got so mad that the other two guys had to take him home for the day. His home was over an hour's drive one way from my house. The other two returned and started putting down the wood. The wood they pulled up was thrown together in a box with glue all over it. It was ruined. The next day they returned with the hot head and put the rest of the floor down. They did a poor job. Some of the wood was cut wrong and was not covered by the quarter round. There are defects in the floor. One of the boxes suffered from the same problem as the first (warped and miss cut wood). The installers installed it anyway. You can see the bowed and miss cut wood in the floor. I bought enough T-Molding to do all the doors and they failed to do three of them. They did however take the extra T-Molding with them when they left. The worst thing of all is the glue they got all over the floor. It will take months to clean it all off. I notified the regional installer manager that I wanted my T-Molding back and she assured me she would have it returned. Never heard from her again. I also sent this message to the Lumber Liquidators Store Manager who assured me he would send the message on to his regional manager. I doubt if he ever did because I have not heard anything from them.
I DO NOT RECOMMEND LUMBER LIQUIDATORS TO ANYONE WHO CARES ABOUT THE QUALITY OF THEIR FLOOR!!!!
Company Response on 04/05/2010:
Boards will vary in width as you cannot measure each individual board since wood is a hydroscopic product, it will take in and release moisture changing the dimensions of the boards, so a more common and acceptable practice is to lay out (rack) one box to see if there are milling issues. If there's a problem, we'll take them back and hold the manufacturer accountable as we did in your case.
If you used the installation services through HSS and were not happy with their work, the installation comes with a warranty and you should call the number provided and file a complaint. There's always two sides to every story and we can appreciate you may not have had a good experience, and I'll use the points you made about the direction of the flooring as an example. Installation wise it may have made more sense to install the flooring a certain way considering doorways or long runs, so the rub here may have been the installers trying to protect your investment over a personal preference regarding direction.
Either way it sounds like this was not a good experience and store as well as Customer Care will always do what they can providing assistance to help your project go smoothly. If you're missing material - Call the store or Customer Care and we will expedite delivery for you. Always participate in the installation process so the final quality is exactly what you want and you'll have a better experience in the future.
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