Lumber Liquidators Complaint - Lumber Liquidators-Avoid at all Costs
CALEDONIA, WISCONSIN -- I am thoroughly disgusted with Lumber Liquidators of Wisconsin. We bought 300 SF of laminate flooring advertised during the Labor Day Sale on HGTV’s site only to be told that because of high demand we would have to wait one week for the product to be delivered. The agreed upon date came, and we were thrilled that a message was left on our home phone system that stated the floor was ready for pick-up. We called back to confirm the pick-up date only to find that the floor was not in stock. We asked to be called back when the product finally did arrive. Upon the next call we were told the order was only "in" according to the computer, but not really at the store. This continued for five days. On the fifth day, the store manager called to let us know that the product was in. We drove 40 miles for the second time to pick up the floor, arriving before the store opened. We waited for TWO HOURS as the fork-lift driver searched the premises for the flooring. The store manager and other employee stacked and loaded several other customer’s orders as we waited. We walked into the warehouse to see the forklift driver sitting doing nothing several times during this period. The manager went out to prompt the driver into loading other customer's orders while this was all going on, as well. I complained to the store manager that brushed me off continually. I was told that if I complained he was the "store manager” and final authority. I asked for my money back and was told he would not refund the money, but continue looking for the floor. He stated he might be able to get the flooring by next week Tuesday. There is still no resolve to this. I no longer wish to deal with the distributor. They cannot be trusted to deliver items they advertise. I am out debited cash from my account and have no flooring. They do not keep flooring in stock on the premises for their sales. Apparently, when the trucks deliver the stock the store employees do not physically check off the inventory being delivered and have no system of maintaining where their stock is located. It makes one wonder how their cash flow can ever be monitored. I am reporting them to the Better Business Bureau of Wisconsin and filing a complaint of false advertisement, if possible, so others won't fall for their game playing. I believe that it was the intent of the store to send out advertisements to lure people in and then sell them a more expensive product once they discovered the flooring they wanted was not readily available in stock (bait and switch). Even if the floor were available for pick-up today on the third trip to the store, the added expense in travel time (one hour each way) and mileage (80 miles) has already made the flooring more expensive than anything we could have purchased on sale at a local Big Box Retailer.
Company Response on 09/28/2010:
Customer Care is in place for situations like this and we certainly understand your frustrations when it comes to product availability, but we can answer your concerns. We advertise product and ultimately it's available for purchase from all sites via our warehouse system. We just upgraded this system to improve the customer experience, but the transition had an impact on some customer orders and without knowing your exact order information I would assume this fell into that category and we sincerely apologize. If the customer service skills of the store personnel fell short of your expectations, we would certainly want to know as our company does not tolerate this kind of behavior. Our warehouse system has been completely transitioned and we know where our stock is, how much we have on hand, and how long it will take to deliver. Our policy states we do not guarantee delivery dates because of unexpected challenges with logistics, but if all goes well we can deliver and many of our stores received stock trucks during the warehouse transition so there's plenty of selection on hand. I would encourage you to call Customer Care informing an agent about your experience so we can assist you. The transition was complex and necessary for growth, but we're moving into a new era with systems that will meet our customer and company needs and we would like earn back your business recognizing we did not make a good first impression and encourage you to call or write to us on line so we can make this right.
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