Lumber Liquidators Complaint - Awful Customer Service
After spending close to $10k on our floors, they quickly detoriated to 'cupping' and actually splitting in half!! After numerous attempts to lumber Liquidators customer service, I was totally brushed off and they even accused me that I caused the problem!! Not the case, I used an installer that the local Austin shop recommended. Their final communication to me was so tasteless. We need to ensure that this company no longer does business. This company must own up to their responsibilities and represent themselves with some dignity. Is there a class action law suit we all can participate?
Company Response on 01/21/2011:
Cupping issues are noted on our Customer Care website under FAQ number 4 as follows:
Why does my floor look wavy / why is it buckling?
A wavy or washboard looking floor indicates a condition called cupping. Cupping is caused by a moisture imbalance between the bottom and top of the boards. Even modest amounts of moisture intrusion will cause board edges to swell, which will be seen as cupping. Buckling is caused by the boards gaining moisture and expanding without a proper expansion space thereby causing the boards to "tent." Both conditions are site related or evidence of improper installation
Our processes do not allow customers to be "brushed off". Whether you spent $10 or $10,000 on flooring does not matter when it comes to cupping issues and the fact that you hired a professional installer would suggest this posting should be directed to the installer, not LL. The product was not at fault and the recommendations provided are never presented in a "tasteless" manner. If the products defective in any way we'll never hesitate to hold a manufacturer accountable, but you can bet we're not going to fork over $10,000 in flooring for installation errors, or site related errors outside our direct control and no seller should be expected to incur costs unrelated to an actual defect. We certainly regret to hear this happened as we want every purchase to end up installed properly to showcase your home, and our flooring products. There are some ways to help settle the floor and we provide this information to you and it would when a floor has been determined to be "cupped", but it would be best to hire an independent inspection company to determine fault. LL does not commission such inspections for cupped floors because we know they are not tied to the manufacture of the product, which is why we do our best to educate the customer with the information we sent to you explaining this condition using National Wood Flooring Association information and other information provided to educate consumers on this condition.
We certainly understand your frustration and wish the outcome was a perfect floor like it should be when hiring a professional, or properly maintaining temperature and relative humidity for a sound floor.
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