Company Response on 09/10/2010:
As the Director of Customer Care for LL we serve over 1,000 people a day with a variety of questions, comments, positive remarks, and valid claims for which all customers are served at varying degrees of service based on the question, or concern. The photo is an example of natural defects found in wood products, not unlike any other natural product. If you don't like the knots in the wood, don't install it and use the company return policy if you have any dissatisfaction with the quality of any products we offer. If you would like to contact Customer Care and ask for me, I would be more than happy to hear your story as I'm sure we have opportunity for improvement like an organization, but as with some concerns of this nature posted on the internet that I've researched, or personally been involved with, the story is often altered to get a reader’s attention and lacks the true facts of the claim. Comments like the one made about a store is hear-say and if you have facts to share the store personnel would be in serious violation of our policies, so when making such an accusation it's best to share it with the company using proper channels if you really want to take action.
We have far more gallery photos and positive reviews flowing to LL compared to the handful of people whose projects did not go well because of no fault of our products, or there was a valid claim and we took care of the customer in support of the warranty. We help customers with Install Pros available by phone, Customer Care Associates well trained, and a support staff of some of the most industry savvy people available keeping our prices low so people can enjoy quality products. If you want something really inexpensive - we have that too.
If you had a bad experience – I want to hear about it myself and look forward to your call. If we did something wrong, I’ll make it right.